Ron Marhofer Nissan: Service Department

"CUSTOMERS PLEASE READ: If you decide to take your vehicle to this location for service, please ensure you do a thorough walk around of your car and take photos or videos. This location hit my car when I brought it in for electrical issues, released the car to me without me knowing they had hit the car, and then tried making me feel like it was my fault. Thankfully I had proof that the damage was not there. After getting corporate involved, they did fix the vehicle, however, it's taken 3 additional visits for them to properly put my bumper back on and now going on a 4th visit to the body shop directly to have my bumper put on correctly again as its off and I am not "welcomed" back at the Nissan Service Department at Ron Marhofer. I have enjoyed all my prior visits with the service advisors who are great, but my one time working with the service manager resulted in the absolute worst experience I have encountered anywhere with poor bedside manner. Despite the bumper damage, when I brought the car in originally for electrical issues, they said the car was fine though AAA ran 2 separate tests on the vehicle and found the battery and alternator were in poor health for being a brand new car. AAA was the only one who could get my car powered back on as others vehicles could not charge it up when it died. Ron Marhofer Nissan Service claimed to have ran two tests in which my battery passed both meaning no battery warranty repairs were warranted. Either they didn't do the test correctly or they were lying as I did prove them wrong after a month of having my battery concerns dismissed by pushing for another test and being told the battery did fail the test. The alternator concern has continued to be dismissed. I am still having transmission issues with loss of power, batting sounds when the car turns on, and the car not starting properly, and despite countless videos I have of my car acting up, as they can't duplicate the concern, I am stuck. Because I felt that I was not being take seriously and the bed side manner was horrible with not even an apology for my experience, I had to get corporate involved again to get my car back to what it should be. The service manager at Ron Marhofer Nissan refuses to allow me to come back which also puts me in a bind as other dealerships won't fix my bumper currently as Ron Marhofer Nissan is responsible for the bumper problem. The service manager also refuses to have a tech sent up to the body shop to look at my car for the transmission problems and active recall while in their possession, so now I have to make additional time during busy season in my career to get my car to two separate dealerships due to poor customer service and neglect. I have worked many customer service roles in my life and maybe I have higher expectations of good customer service, but when someone has had as many time consuming and unpleasant experiences for one problem as I have had with this one issue, knowing to tell someone you are sorry for their experience and that they are being heard makes a HUGE difference in that customer's eyes. This is in no way me saying not to come to this location for your vehicle's needs, but advising caution when entrusting your vehicle with this location. If you have a problem with your car, don't back down. Every problem I have reported has resulted in a part being defective and needing replaced under warranty. So don't back down, especially if you're in warranty. Also, to make sure you leave with your vehicle in the exact same condition, if not better. I know accidents happen, that's why they are called accidents, but not everyone will own up to it."

"I will no longer have my car serviced here. It was great for years but I've had some questionable dealings with them in the last couple of years. First the service manager lied to me multiple times which cost me a few hundred dollars. I went back only after that manager was gone (I'm assuming fired but I don't know that for sure). At my last, and final visit they wanted to add a 3% charge to use my credit card. There was never a charge before and I was not told about this ahead of time. I know 3% is not a lot but it speaks volumes about how they value a customer. My advice is to find a more reputable service department. Update: I received a phone call from Marhofer Customer Care. They asked me about my satisfaction with my latest service. I told them I was less than satisfied and started to explain and, THEY HUNG UP ON ME! Apparently they only care about customers that are completely satisfied?"

"I made an apointment to take my air conditioner to be fixed. Was told to drop off for diagnostic at 3 on Friday. Didn't here from anyone Saturday or Sunday and went up there monday just for them to tell me they're busy and it will be on Tuesday for them to look at it! I literally was car less for four days just for my car to sit there! I had one week before my warranty was up to get it fixed and they screwed me all the way over now I have to come out of pocket. I didn't get a I'm sorry we will diagnose for free for inconvenience or anything! I would not take your car here if you want it back at a reasonable time!"

"Was 2 stars, manager called to ask about my experience, just dismissed my concerns as "That's just the way it is". I went somewhere else and was treated with a lot more respect and had an even better warranty. Paid $200 for them to just look at Marhofer, then they charged $25 for "shop materials", claiming that's for wear and tear on their tools. Whole experience made me frustrated, felt like the manager was talking down to me. Had good experiences in the past but don't feel comfortable ever returning after this."

"I have been coming to the service department since I bought my car in 2015. They have had an employee turnover and the new employees know very little about anything. Called for an appointment to service my car so I could wait for it. Arrived at the scheduled time and shocker they didn’t have a record of my appointment. Said they could take me as a walk-in and it would be a 2 hour wait. Seriously? That is why I made the effing appointment. I decided to wait and wait and wait. They gave me zero updates while I waited for over 2 hours. Had to cancel my plans for the day since I was stuck waiting. Very poor service!!!! Tried the service department again after my above experience. Figured I would give them the benefit of the doubt. Wrong! Apparently they don’t do certain services on the weekend. Would have been nice to know when i finally was able to get through to a person to make an appointment. Now I have to take PTO to have them look at my car during the week! Wasted my time again. I have very little trust in the whole department. A Nissan will definitely NOT be my next car! They have lost a customer"