She gave exceptional service. She helped me choose the
best options. She was patient and caring. She educated me on the function of the car that I was buying.
best options. She was patient and caring. She educated me on the function of the car that I was buying.
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by nicollegp
Other Employees Tagged:
Emily De Sousa
Nov 25, 2021 -
Ed Martin Nissan of Fishers responded
Thank you so much, Nicolle! We truly appreciate your business and your review of Emily and our dealership team. We hope you are enjoying your new vehicle and having a wonderful Thanksgiving!
Evan and several members of management were awesome to
work with. Not high pressure at all. Made the process super easy. Highly recommend
work with. Not high pressure at all. Made the process super easy. Highly recommend
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by leach.brian1
Other Employees Tagged:
Brian Ewen
Oct 12, 2021 -
Ed Martin Nissan of Fishers responded
Thank you for your review of our dealership team, Brian! We truly appreciate your business. Enjoy your new vehicle!
We brought our 2021 Nisan Leaf in to be repaired 3 times
(ALL 3 times were within 30 DAYS & the 3rd time they had it from 8-4-21 to 8-27-21 which is *23 DAYS!*) to this dealership location that we leased it
(ALL 3 times were within 30 DAYS & the 3rd time they had it from 8-4-21 to 8-27-21 which is *23 DAYS!*) to this dealership location that we leased it from. Each time, a different explanation for the problem was provided (1st it was the 12 volt battery was low on charge, 2nd time they claimed that there was water in an electrical connector). This 3rd time they said that we are not charging the car correctly.
We had been using an extension cord and the level 1 charger that was provided by Nissan when we leased the car as our primary method of charging. At no point in the sales process was how to correctly charge the car even discussed, however it turns out that the user manual for the car said that level 1 charging should be rare and there are limitations on what extensions cords can be used.
As they explained it today, the way we were charging the car caused the amount of power the car is getting to be different than the amount of power it thinks it’s getting, causing the computer to “get confused” and report an incorrect charge level on the dash. The fact that the battery is lower than that causes the warning light to come on and the EV system to shut down preventing driving with an error like “WARNING! SERVICE EV SYSTEM UNABLE TO RESTART AFTER POWER OFF!”.
During the sales process, they never told us that the provided level 1 charger was only for emergencies. Although it was in the manual, we were unaware of the limitation until now. The last 2 times we brought it in for repair, they gave 2 different explanations for the light. They should have figured this out early in the diagnostic process because they had called us several times for information and we were nothing but honest about how we charged and drove the car, and even asked them to replicate that themselves. Despite this ultimately being an issue Nissan was aware of it took nearly a month & 3 attempts to arrive at what we think is the correct diagnosis.
I really want to emphasize that the customer service was great UNTIL THIS LAST TIME I PICKED UP MY CAR. Simon (a manager I assume) was able to answer most of my questions but ultimately had a bad tone that was demeaning and dismissive of my concerns. He was unable to tell me how to find out how much charge was being given by any commercial charger, which he said was important before connecting it to the car. I HAD TO EDUCATE HIM on how the car and charging station are supposed to negotiate how much power was transmitted according to Nissan’s design. Simon was *UNWILLING* to help look things up in the user manual that I had questions on (such as what charging level was preferred). Simon presented paperwork that he said was from Nissan that had several parts highlighted; some said Levels 1 & 2 were preferable, some said Levels 2 & 3, and there were several mentions of using Level 1 in only emergencies; Simon was UNABLE & UNWILLING TO EXPLAIN THIS & told me to look it up in user manual. My confidence in them has plummeted (dealership & Nissan).
Dealership & Nissan suggestions for improvement:
1. Train 1-2+ Salesmen & at least 1 Manager extensively on Nissan’s Electric Cars
2. Tell customers that level 1 charging is meant for emergencies.
3. Place WARNING STICKERS in obvious places on both the car’s charging ports and the charger brick itself reminding the user that level 1 charging is meant for emergencies only.
Customer Suggestions:
We love driving our leaf! The savings you get from NOT buying gas or diesel is extremely high. We pay $5 in electric for every 200 miles. That said if you are buying/leasing a new car keep in mind Indiana’s Lemon Law (or your state’s). Ours says if you have 4 or more break downs within 18 months (or 18,000 miles) of purchase/signing a lease you are eligible to file a court case that will get ALL the money you paid back. Which could save you $1000s in the end. I am not a lawyer.
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by Christina Ann Wiehoff
Aug 28, 2021 -
Ed Martin Nissan of Fishers responded
Hi Christina, thanks for taking the time to leave this review.
I want to start by apologizing for it taking three visits to understand the problem your Leaf was having.
We followed the diagnostic procedures Nissan provides. After clearing the code that was set we were unable to duplicate or recreate the concern.
We assumed that you had been following the established charging procedures which are clearly outlined in your owner's manual.
This is the first time we have experienced a problem of this nature with a Leaf.
In speaking with Simon and our cashier, it is clear you were unaware of the proper procedures to follow when charging the vehicle.
This is what caused your issue.
The good news is that Simon had printed copies of the pertinent parts of the owner's manual and we provided you with them.
For your reference; the owner's manual is in your glove compartment and provides information about your vehicle.
The only time in your conversation with Simon that might be considered dismissive was when you demanded compensation for us driving your vehicle in an attempt to duplicate the issue with it.
Simon had contacted your husband for approval for us to do so, and, your husband gave us his approval. Simon explained that your request for compensation was without merit.
We believe that the issue you have had with your vehicle is one where you lacked the understanding of how to correctly charge the vehicle. Based on my reading of your post you now understand how to properly charge the vehicle.
Thanks again,
Joe Whalen; Service Manager- Ed Martin Nissan of Fishers.
jwhalen@edmartin.com
Sep 01, 2021 -
Christina Ann Wiehoff responded
Hi Joe,
You are mistaken, misinformed, or possibly outright lied as to how Simon conducted himself with me when I came to pick up the car. After Simon gave me what was highlighted (which I do appreciate) he said that any charging station needs to be within specs as to what the car could take. Simon was unable to answer the QUESTIONS (plural) as to (1) what those specs were as well as (2) how to determine what specs the charging station would deliver either through the car or through the station. When I asked him if he could find it in the manual he said "no" and that I should look it up. This is VERY dismissive and demeaning behavior, the way that he did it.
Further more, when my husband submitted a review directly to Ed Martin Nissan he said that he received a call from the gentleman who helped me figure stuff out about the rouge (loaner car that he referenced in the call) and he said that "Nissan would likely be reaching out to us to discuss some kind of compensation". I do believe that this gentleman, based off some of the responses I've seen from you in multiple places referring to this exact customer service you gave me, is you, Joe Whalen. Since your establishment is the only connection we, as customers have with Nissan is why I asked. Otherwise when should we expect this call directly from Nissan as you assured my husband? We really do appreciate your help and we do love our car and the money it saves us but I feel these are fair questions.
Sep 02, 2021 -
Ed Martin Nissan of Fishers responded
Hi Christina,
Once again I would like to thank you for taking the time to leave this review.
You are correct that I was the person who helped you understand the Rental Car we put you into. I was the person who called your husband as well.
The only conversations about any type of ‘compensation I recall were:
1. A demand on your part for either Ed Martin or Nissan to reimburse you for your fuel cost because we could not provide you with a Leaf as a Rental Car. I agreed to do so because you are our customer. You supplied us with two receipts for fuel when we delivered your vehicle back to you.
You will receive a check from Ed Martin, if you haven’t already, for the fuel which is what I agreed to do.
2. A demand on your part for either Ed Martin or Nissan to compensate you for our use of your vehicle in order to diagnose the problem with it. We had your husband’s authorization to operate the vehicle. We needed to drive the vehicle in order to duplicate the concern you brought the vehicle in for and, as you pointed out, we provided you with a vehicle to use while we had yours. This demand was without merit and we explained that to you.
Again, as your husband pointed out in one of his recent posts, the problem your vehicle had was due to operator error, not an actual issue with your Leaf. We did not attempt to charge you when we made this determination.
Thanks again,
Joe Whalen; Service Manager-Ed Martin Nissan of Fishers
jwhalen@edmartin.com
Wasted my time driving 40 minutes there to find out they
sold the car Lil heads up would’ve been much appreciated.I don’t feel that Evan was much helpful
sold the car Lil heads up would’ve been much appreciated.I don’t feel that Evan was much helpful
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by tanishan47
Mar 17, 2021 -
Ed Martin Nissan of Fishers responded
Dear Ms. Newell,
Please accept my apology that the vehicle you drove to see was purchased before you arrived. Vehicles like the one you chose are very popular and they don’t last long. With your permission, we’ll contact you immediately if a comparable vehicle arrives at our dealership.
Sincerely,
Todd Johnson
I’ve bought three new cars in my life and my experience
buying one with Evan was definitely the easiest and best experience so far!
buying one with Evan was definitely the easiest and best experience so far!
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by rcthatch21
Dec 08, 2020 -
Ed Martin Nissan of Fishers responded
Thank you so much for your wonderful review of Evan and our dealership! We truly appreciate your business and look forward to working with you for many years to come.