Reviews

I had a scheduled service for my 2017 Nissan Altima which I purchased new. Before taking vehicle for service I checked the oil which was totally black. My husband and I checked the filter and it looked as though it had never been changed on any of the services I had taken the vehicle for. I marked the filter to see if it would be changed at this service and it was NOT. I filed a complaint thru corporate office and they in turn sent me back to the dealership. They contacted me and desperately wanted me to bring vehicle back to "look at" I had questions of what the original filter would look like and the service manager could not answer that question he said without seeing my car! The benefits they would receive by not changing my filter would be more repairs to my car where the filter would not be doing what it is meant to do. They are not only being fraudulent to me but the main company as well because they turn it in as done and receive that money from them since it's under warranty. I am very disappointed in how this company has done me and I have the proof to show it even though they never knew that. I'm sure I'm not the only victim of this. People need to be aware if they have need of mechanical issues it may have been inflicted by the dealership itself. If I could I would give a -5 for a rating. BEWARE FUTURE CUSTOMERS, they gain by your trust in what they say !!! ***** *.

To whom it may concern, We are sorry to hear Mrs. ********* is still unhappy. When her husband and her contacted us to explain their concern, our service manager made sure to investigate the situation. Please be aware that each technician must sign off on each oil filter and oil placed into each vehicle. Their pay derives from proper documentation of each product used. During our management investigation, all documentation showed to be in proper place; however, the only way to find out if an error occurred is to look at the filter currently in the vehicle. A factory oil filter has different color print than any replacement available. We'd love to discover the truth together by inviting Mr. and Mrs. ********* back to our shop so that we may take a look at the filter together and compare it to one from factory. Human error does happen; but, we hope it doesn't happen over 5 different services and different Technicians. And, any incident that may happen needs to be addressed to be able to fix from within our shop to prevent any further issues. We would love to be able to make any error right and make sure if there was an error that we prevent it from happening again. As previously stated, we'd love to have Mr. and Mrs. ********* back at our dealership to investigate further. At this time, we haven't had a response to our invitation, but if we can have the opportunity to make it right we will gladly take it.

In regards to the business reply I have tried to call back and the manager was not available. And as I said before I have proof ! The filter was marked and pictures was taken before and after service. Photos have the date and time they were taken. I even watched through the service office window as it was serviced. The technician would not gain a thing by not changing the filter but the dealership would once the vehicle starts with mechanical issues. I ask the manager if he coukd tell me when i talked to him the first time if he could describe an original filter and color to me and he said he could not without looking at my vehicle, but now he states above the original has different color markings. I would NEVER allow them to touch my vehicle again unless I and or my husband was there in their presence. When you loose trust you loose customers. I will share my story and pictures of my proof with all my family and friends. Hopefully by word of mouth the community will know how this company treats its customers.

Our final statement in this form will be that we believe that with the information we have, our previous response is appropriate. If the ********'s would please come in and present any information that would make a difference, we would be more than happy to rectify the situation. Simmons is the longest operating Nissan franchise dealership in NC and is family owned for over 50 years. Our number one goal is exceptional customer service and everything alleged goes directly against those values. Our General Manager and Service Manager both still extend an invitation for these or any customers to come in and discuss any issues or concerns they may have.