RothRock Nissan Complaint - Couldn't Care any Less....
ALLENTOWN, PENNSYLVANIA -- Rothrock Nissan was very kind and helpful during the shopping process of our car, but once the sale was over, so was the cooperation, congeniality and customer service.
My husband and I dropped our car off for an oil change and to have a dent repaired. Never ever were we told that the dent would not be repaired, that it would take 24 hours for an oil change and that we would have to guess when the car would be ready to be picked up.
Worst of all, my husband and I later were told by the General Manager that he would like to help try to resolve our frustration with the Service Department's handling of our car repair. He asked that we allow him five minutes to speak with us and that five minutes was all he had anyway.
INCREDIBLE!!! Rothrock had our car on their lot for 24 hours and performed NOTHING except an oil change, yet management only had FIVE minutes to discuss this?
Not only could we NOT get an answer in the service department when numerous telephone calls were made to check on the car, but my husband a tractor trailer truck driver eventually had to lug his 18 wheeler, load included to the dealership to find out the status of the car. Even upon doing this NO ONE said that the dent would not be fixed or estimated and that it would take another 6+ hours to do an oil change.
MORE than 18 hours after having dropped the car off, NOTHING had been done. More than 6 hours later, my husband calls and for the first time ever gets an answer from the Service Dept. who then says "yes" your car is done. Could NOT someone have called and let us know that the car was ready to be picked up?.....Just to arrive to the dealership to find that the auto body work had not been done nor estimated, but after 24 hours of having our car in their posession, they did manage to do a measley oil change.
Frustrated by the lack of concern by the staff, the delay in service, the lack of communication and notification, we expressed our displeasure regarding the handling of our repairs with management (General Manager)who said he had only five minutes to discuss it. Our car sat on that lot for 24 hours and the end result was an OIL CHANGE, an unaddressed repair and a manager who had only five minutes and an arogant attitude.
Thank goodness for ONE staff member that seemed to sincerly care that we were disregarded and being inconvenienced. That relief was short lived when the Assistant to Mr. Dean Rothrock spoke of a free oil change. Whoopie!! Now we get to leave our car ANOTHER 24 hours and disrupt our schedules while we manage with one car to get to two seperate jobs and other appointments during the day. NONE of the staff (excluding that one exception I just spoke of) really seemed to care that our car was on the lot for 24 hours to have an oil change and a dent repaired. NONE of the staff really seemed to care that it was inconvenient for us to have ONE car for 24 hours, drag an 18 wheeler to the dealership, make numerous unanswered calls, just to finally arrive to find that the repair was not only not done, but then to learn that it probably wouldnt have been, but an estimate could have been drafted.
Great, so now after calling, dragging in a truck, etc etc at our last stop (The assistant to Mr. Dean Rothrock) we learn that the repair probably couldnt have been made after all...NO one within that 24 hour period felt it necessary to inform us of this upon checking the car in, checking on the car mid day, returning to pick it up, or even pay for the measely oil change. It took the Upper-management to inform that our request to have a repair probably couldnt have been met any way.
Wow, incredible. If you do NOT want a run-around. If you want to buy a car from a company that can also maintain it, repair it and care for it. If you want to buy a car from a dealership that will respect you even AFTER the check has been cashed..if you want to buy a car from a dealership that has a staff that could actually manage to apologize for human error, carelessness and/or neglectfulness you may NOT want to buy your car from the dealership that we did.
We did not leave feeling as though upper management or anyone else down the line really cared that we were inconvenienced for 24 hours for an oil change that we could have had done at a quickie place during our lunch breaks. We did not leave feeling as though upper management cares if we or anyone else for that matters chooses to purchase another car from them again.
If any of this matters to you, you may NOT want to purchase from the dealership that we have. Unless you have 24 hours to spend on an oil change, unless you like requesting a service that you don't get, unless you like finding out 24 hours later that a service you requested may not have been possible that day, unless you like guessing when your car may be ready, unless you like having to leave work in order to speak to someone in the service department, you may want to make different choices than we have.
This was an unpleasant, inconvenient experience that the staff of RothRoth really couldnt' have cared any less about. (Of course there are exceptions to some rules and we are greatful for the ONE staff person who did seem sincere in hoping we received satisfaction)
In sharing this unpleasant experience, we hope to prevent others from enduring the same circumstance by the same dealership. If we need to purchase another Nissan, the 17 miles to Easton's Nissan Dealership will be well worth the trip.