Purchasing from Avenue Nissan is seemingly great — until you own the vehicle.
In four years and 85,000 km of owning my rogue:
- the vehicle has been in for service 14 times, averaging once every ~6,000 kms. Including six visits to “Nissan trainer mechanics” at two dealerships.
- the sunroof has squeaked since day 1, and the amount of recalls — for the airbags, the CVT transmission. I’ve had burning smells, noises, issues with parts...everything.
Service at Avenue Nissan — in a word, deplorable:
- they forgot my appointment, and I had to call to remind them that they had a mystery car sitting in the lot, waiting to be seen. Despite an “8 am appointment”, I was waiting for a “master technician” who magically had time 10 minutes after I called.
- kept my car for over a week without touching it, waiting “on due process” for Nissan Canada’s response to my 5-year, 100,000 km powertrain “warranty” that they clearly tried to re-nag on, despite presenting six invoices from Nissan dealerships and invoices from another reputable mechanic. The service advisors leave you feeling you haven’t done enough and make you wonder if a massive $5,000+ repair will be your responsibility, despite falling within the warranty limits.
- the service advisors stick to a script, and are rude at that. When without my vehicle for a week, with no timeline of when the repair would be, I was told to “stop jumping to conclusions” about my car taking days longer, and when I requested a rental vehicle, I was told “well, I wouldn’t do that. That’s $35 a day and could go on for days and get expensive”. Are you not saying that an expensive car rental = many more days of Avenue Nissan car hostage? When I reiterated that the customer service was terrible, they stuck to the script: “I can’t comment on that.” Learn to APOLOGIZE to your customers and REAFFIRM that you’re trying and ASK how they can improve the experience and OFFER something to help make the experience less terrible.
- the service manager who managed my case for over a week has yet to speak to me personally. She is never available by phone, always out of office, at a meeting downtown, etc. — so you have to depend on the service advisors to call you back, which, they never do. I’ve called four times to hear “oh yeah you, I have an update...we’re still waiting.” We’re you going to call me or...?
- when I pressed the service advisor to ask if they have vehicles simply sitting with no work being done on them for two weeks while “they wait for Nissan Canada’s decision”, he eventually said that it was common. Not something they mention in the sales experience. “Powertrain warranty!**** — “we will try to slither out of it with long wait times and being picky about what words to use and tell you that you should have personally been inspecting the interior of your vehicle to meet our warranty requirements, our dealerships didn’t do anything and your rotted part in a closed component isn’t our fault at all so give us about $5,000, even though you’re well within warranty. Did we frustrate you enough to pay cash for that yet? Ok, wait another week.”******
- if that weren’t enough, the finance department, despite receiving a certified cheque from my lawyer in November 2018, did not remove my lease payment from my open liabilities until April 2019, only after insistence with Equifax and Transunion.
I only returned to this dealership as it was my dealer of purchase for such a substantial warranty claim at a young age for the vehicle, which only came off lease six months ago. I previously reviewed this dealership in years passed for forgetting to close the oil cap after a basic oil change and staining my driveway, no apology. Gauging me for pricing, missing recalls, and otherwise basic service.
The warranty repair I am still waiting to hear about a week later, was priced at half the cost Nissan is stating elsewhere. Price gauging again. And absolutely no effort to improve customer service.
Nissan is a NIGHTMARE. Especially Avenue Nissan. If you like to be disrespected and burn through money, go here.