Business ProfileforBill Ray Nissan

On May 25, 2022, my Rogue Nissan goes for CVT transmission repair; the Service Rep states, "we have the part and car will be ready Saturday (May 28, 2022) and that he would call when car was ready for pick- up." I never received a call from the service rep. I contact Bill Ray Nissan May 28, 2022, by telephone, and speak with representatives (cashier). The representative (cashier) states the car is ready. I arrive at dealership and head to the cashier's window.

I get the car home and I hear a strange sound under the hood. It is about 3:50pm, immediately I call back to the dealership and ask to speak with the service rep and I am told he is gone for the day. Next, I explained the issue to the representative (cashier); I am transferred to the service manager. I arrive at dealership; tech speaks to me, and the service manager never comes out but stays in his office. The service rep asked what was going on and I explained. I was told by the service rep that the owner of the vehicle should ride with the technician and point out the noise to the technician. As I am removing the key for the car, two technicians come out for me to ride with them and point out the noise. I refused to ride with two technicians. They take the car and drive off; they are gone for about 7 to 10 minutes. The car is returned back to me to drive home.

The interesting thing is on June 1, 2022 (5 days). I am driving down the highway and I hear a noise from under the hood again. This time it is a loud rumbling noise and 60 miles per hour is as fast as I can drive unless the loud rumbling noise begins. I call back to the dealership and ask the rep to speak with someone over the service manager. The conversation was pointless. I explain that I am pulled over on the side of the road. The just of the conversation was I needed to get the car back to the dealership for technicians to look at the at the car. Also, I was assured that the dealership prize in repairing vehicles and returning them quickly.

Mrs. ********, we are sorry to hear that you are still having an issue with your vehicle. We have offered to recheck your vehicle but we haven't had any response from you to make arrangements to get it back to the Dealership. If you are still having an issue we would be more than happy to pick your vehicle up for free, give you a loaner vehicle, and try to resolve the issue. All of our work is guaranteed and you are an important customer to us. Please call 407-831-1318 and ask for Kim *****, extension #237, and she will be happy to make the arrangements to make this happen.

Thank you and sorry for your inconvenience,

Bill Ray Nissan
Management