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Nissan of Norwich

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Reviews Nissan of Norwich

Nissan of Norwich Reviews (18)

Hello my name is [redacted] submitted a complaint yesterday against Nissan of NorwichI gave the name of the service manager as Al R [redacted] *hen it is actually Al F [redacted] Please let me know if I need to rewrite my complaint or anything else I have to doI can be reached at ###-###-#### or ###-###-#### thank you so much and I'm so sorry for my mistake

[redacted] I am writing you today in response to complaint ID# [redacted] customer name of [redacted] ***I have spoken to all parties involved at both our Nissan of [redacted] location as well as our [redacted] Nissan location in order to gather all the facts and respond adequately On Monday, February 20th [redacted] brought her vehicle into Nissan of [redacted] for a recall campaign which involved a reprogramming of one of the vehicles transmissions computer modulesThe campaign was performed by our shop foreman and also road tested by him following the reprogramming without incidentOn Friday, February 24th Ms [redacted] returned with her vehicle stating that there were severe drivability concerns when on the highwayWe immediately brought the vehicle into the shop and attempted to pull fault codes from the vehicles computers, there were none presentThe shop foreman then test drove the vehicle in an effort to duplicate the customers concern but was unable to duplicate it [redacted] had requested to take a test drive with the shop foreman, which she did and they together were unable to duplicate the concern [redacted] had stated that the technician did not go fast enough and that you need to go 75MPH or greater to feel itThe technician was not comfortable going that speed and observed the posted speed limit of MPH On Thursday, March 2nd [redacted] brought her vehicle into our [redacted] Nissan location for the same concernOur technicians at [redacted] Nissan were able to retrieve one code from the vehicles computer (P17F1) which there is a Technical Service Bulletin for which states that when this code presents you must replace the vehicles valve body which is what we are doing With all that being said, I certainly understand [redacted] frustration and her concerns with Nissan of [redacted] but I can assure you that every effort was made to duplicate this concern and I can also assure you that no codes were present at that timeVehicle computers much like any computer can be very inconsistent at times with the diagnostic information it will provide you withCase in point would be one independent garage telling [redacted] that there were codes present yet [redacted] only retrieved one, it’s unfortunate but it happens While I’m dismayed to hear an employee speak ill of one of our sister stores the customer satisfaction scores coming out of Nissan of [redacted] are consistently among the best in the district as is [redacted] Nissans We value and appreciate [redacted] business and respect her desire to now service her vehicle at [redacted] Nissan but Nissan of [redacted] remains willing and ready to help her in any way they can for any future concerns she may have with her vehicle [redacted] Service Director A [redacted] Auto Group

Complaint: [redacted] I am rejecting this response because:I did not tell them the problem occurred after mph seeing as I could not even get my car up to that speed, it started at which I discovered when coming onto the highway at a crowded time and when I went to move out of the way of traffic my car would not accelerate, I'm honestly surprised I didn't cause an accidentWhen I went for the test drive with the technician he barely drove it above and didn't even reach since he drove up one exit in traffic not even trying to really accelerateI have a picture of the diagnostic machine plugged into my car with it showing the last code being out of I will attach that photo for youI was also told by [redacted] that the code was in fact stored in my car so it was not newI would be less concerned with what an excellent employee was saying and I would be more concerned with how terrible [redacted] isThis was NOT my first bad experience, but it will definitely be my last as I will never return to [redacted] I have even spoken with ex employees that specifically left Nissan of [redacted] because they couldn't sit by and watch how people were being treated [redacted] could really take a few lessons from Groton, they shouldn't even be compared since the service is so different Sincerely, [redacted] ***

I’m sorry to hear that you’ve rejected our responseYou had stated in your response that we should be “less concerned with what an excellent employee was saying and I would be more concerned with how terrible Norwich is”We take all customer concerns very seriously thus the reason I researched your concern and was simply providing you with the information I was provided Our Nissan of Norwich facility has very high customer satisfaction scores and high customer retention scores as does our *** Nissan facility but we also understand that we will unfortunately sometimes fall short as appears to be the case with your vehicleI want to offer you my sincerest of apologies because we NEVER want a customer to feel the way you do about any of our facilities I cannot and will not address what previous employees may have said, I’ll simply state that they are previous employees for a reason and as such do not speak nor accurately represent our company and/or its business practices Again, the staff at Nissan of Norwich remains ready and willing to assist you any way they can Bob Prentiss Service Director Antonino Auto Group Tell us why here

*** *** I am writing you today in response to complaint ID# *** customer name of *** ** ***I have spoken to all parties involved at both our Nissan of *** location as well as our *** Nissan location in order to gather all the facts and respond adequately On
Monday, February 20th *** *** brought her vehicle into Nissan of Norwich for a recall campaign which involved a reprogramming of one of the vehicles transmissions computer modulesThe campaign was performed by our shop foreman and also road tested by him following the reprogramming without incidentOn Friday, February 24th Ms*** returned with her vehicle stating that there were severe drivability concerns when on the highwayWe immediately brought the vehicle into the shop and attempted to pull fault codes from the vehicles computers, there were none presentThe shop foreman then test drove the vehicle in an effort to duplicate the customers concern but was unable to duplicate it*** *** had requested to take a test drive with the shop foreman, which she did and they together were unable to duplicate the concern*** *** had stated that the technician did not go fast enough and that you need to go 75MPH or greater to feel itThe technician was not comfortable going that speed and observed the posted speed limit of MPH On Thursday, March 2nd *** *** brought her vehicle into our *** Nissan location for the same concernOur technicians at *** Nissan were able to retrieve one code from the vehicles computer (P17F1) which there is a Technical Service Bulletin for which states that when this code presents you must replace the vehicles valve body which is what we are doing With all that being said, I certainly understand *** ***’s frustration and her concerns with Nissan of Norwich but I can assure you that every effort was made to duplicate this concern and I can also assure you that no codes were present at that timeVehicle computers much like any computer can be very inconsistent at times with the diagnostic information it will provide you withCase in point would be one independent garage telling *** *** that there were codes present yet *** Nissan only retrieved one, it’s unfortunate but it happens While I’m dismayed to hear an employee speak ill of one of our sister stores the customer satisfaction scores coming out of Nissan of Norwich are consistently among the best in the district as is *** Nissans We value and appreciate *** ***s business and respect her desire to now service her vehicle at *** Nissan but Nissan of Norwich remains willing and ready to help her in any way they can for any future concerns she may have with her vehicle *** *** Service Director *** Auto Group

HelloI received a phone call from Nissan yesterday stating they have gotten another notification from Revdex.comSince I talked to you last they have resolved all issuesMy engine was replaced at no cost to me and warranted for months/milesIf there is anything you need from me please call me work ###-###-#### or my cell ###-###-#### Thank you so much for everything*** ***

I'm sure Norwich has comparable scores to *** because the front end is wonderful, but what makes me not want to ever go back is the service department which now crosses into a concern for safetyI would have loved to do business with *** *gain because he made everything very smooth last timeI was not asking for your input on the say so of a former employee, I just wish this was someone I had spoken to soonerFrom a customers perspective it doesn't matter how nice the people are selling you the car if the ones doing maintenance lack customer service and professionalismAt this point I'm thankful that *** resolved this issue and that no one in my family was harmed after being sent away from Norwich so many times being told my car was fine when it clearly was notI hope for the safety of others your service department of Norwich is a little bit more diligent on routine maintenance and not let their ego get in the way

Our initial irole in *** *** windshield replacement was simply serving as a mediator between her and *** *** ***Our staff were not involved in the actual repairAlso, it was *** *** *** who informed *** *** that there was nothing they could do without her paying for
another windshield installationThat said, our Service Manager ** *** did reach out to Nissan for assistance, and was able to secure warranty replacement for *** *** windshieldWe have made arrangements for this installation at no cost to the customer.%

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meI had *** call me and he took care of everythingHe was very pleasant and patientI'm very thankful!Sincerely, *** ***

My son-in-law is a mechanic. He and my daughter live out of state. While they were in town in mid October I asked him to check the brakes on my car. He said they were fine and while he was checking he told me everything underneath the car was in very good condition. On November 5, 2018, I brought my car in to Nissan of Norwich for an oil change. At that time I was given a check list of the work performed and issues that needed to be addressed. I was told I needed to replace a tie rod and stabilizer bar and have a front end alignment. This work was performed on November 13, 2018 at a cost of over $600.00! My daughter and son in law were in town for the holiday and I asked him to check the temperature control dial, which I was told would cost over $400.00 to fix.
He fixed it easily, and when I told him about the work your service department had done, he said there was no sign of a problem less than three weeks earlier! He also had to add fluids to all receptacles that had supposedly been done two weeks ago. One other item that was marked as bad was a tire that is almost new and is in perfect condition! I should have asked for the "bad parts" to be returned to me but I never expected to be taken advantage of. Fool me once, shame on you; fool me twice, shame on me! I will never return for service or potential purchase.

Yours truly,
Donna Rolfe
Norwich, CT
2003 Mitsubishi Lancer

Hello my name is [redacted] submitted a complaint yesterday against Nissan of Norwich. I gave the name of the service manager as Al R[redacted]hen it is actually Al F[redacted] Please...

let me know if I need to rewrite my complaint or anything else I have to do. I can be reached at ###-###-#### or ###-###-#### thank you so much and I'm so sorry for my mistake

I’m sorry to hear that you’ve rejected our response. You had stated in your response that we should be “less concerned with what an excellent employee was saying and I would be more concerned with how terrible [redacted] is”. We take all customer concerns very seriously thus the reason I researched your concern and was simply providing you with the information I was provided.   Our Nissan of [redacted] facility has very high customer satisfaction scores and high customer retention scores as does our [redacted] Nissan facility but we also understand that we will unfortunately sometimes fall short as appears to be the case with your vehicle. I want to offer you my sincerest of apologies because we NEVER want a customer to feel the way you do about any of our facilities.   I cannot and will not address what previous employees may have said, I’ll simply state that they are previous employees for a reason and as such do not speak nor accurately represent our company and/or its business practices.   Again, the staff at Nissan of [redacted] remains ready and willing to assist you any way they can.   [redacted] Service Director [redacted] Tell us why here...

I'm sure [redacted] has comparable scores to [redacted] because the front end is wonderful, but what makes me not want to ever go back is the service department which now crosses into a concern for safety. I would have loved to do business with [redacted] again because he made everything very smooth last time. I was not asking for your input on the say so of a former employee, I just wish this was someone I had spoken to sooner. From a customers perspective it doesn't matter how nice the people are selling you the car if the ones doing maintenance lack customer service and professionalism. At this point I'm thankful that [redacted] resolved this issue and that no one in my family was harmed after being sent away from [redacted] so many times being told my car was fine when it clearly was not. I hope for the safety of others your service department of [redacted] is a little bit more diligent on routine maintenance and not let their ego get in the way.

Hello my name is [redacted] submitted a complaint yesterday against Nissan of Norwich. I gave the name of the service manager as Al R[redacted]hen it is actually Al F[redacted] Please let me know if I need to rewrite my complaint or anything else I have to do. I can be reached at ###-###-#### or...

###-###-#### thank you so much and I'm so sorry for my mistake

Complaint: [redacted]
I am rejecting this response because:I did not tell them the problem occurred after 75 mph seeing as I could not even get my car up to that speed, it started at 70 which I discovered when coming onto the highway at a crowded time and when I went to move out of the way of traffic my car would not accelerate, I'm honestly surprised I didn't cause an accident. When I went for the test drive with the technician he barely drove it above 65 and didn't even reach 70 since he drove up one exit in traffic not even trying to really accelerate. I have a picture of the diagnostic machine plugged into my car with it showing the last code being 61 out of 61. I will attach that photo for you. I was also told by [redacted] that the code was in fact stored in my car so it was not new. I would be less concerned with what an excellent employee was saying and I would be more concerned with how terrible [redacted] is. This was NOT my first bad experience, but it will definitely be my last as I will never return to [redacted]. I have even spoken with ex employees that specifically left Nissan of [redacted] because they couldn't sit by and watch how people were being treated. [redacted] could really take a few lessons from Groton, they shouldn't even be compared since the service is so different. 
Sincerely,
[redacted]

[redacted]   I am writing you today in response to complaint ID# [redacted] customer name of [redacted]. I have spoken to all parties involved at both our Nissan of [redacted] location as well as our [redacted] Nissan location in order to gather all the facts and respond adequately.   On Monday, February 20th [redacted] brought her vehicle into Nissan of [redacted] for a recall campaign which involved a reprogramming of one of the vehicles transmissions computer modules. The campaign was performed by our shop foreman and also road tested by him following the reprogramming without incident. On Friday, February 24th Ms. [redacted] returned with her vehicle stating that there were severe drivability concerns when on the highway. We immediately brought the vehicle into the shop and attempted to pull fault codes from the vehicles computers, there were none present. The shop foreman then test drove the vehicle in an effort to duplicate the customers concern but was unable to duplicate it. [redacted] had requested to take a test drive with the shop foreman, which she did and they together were unable to duplicate the concern. [redacted] had stated that the technician did not go fast enough and that you need to go 75MPH or greater to feel it. The technician was not comfortable going that speed and observed the posted speed limit of 65 MPH.   On Thursday, March 2nd [redacted] brought her vehicle into our [redacted] Nissan location for the same concern. Our technicians at [redacted] Nissan were able to retrieve one code from the vehicles computer (P17F1) which there is a Technical Service Bulletin for which states that when this code presents you must replace the vehicles valve body which is what we are doing.   With all that being said, I certainly understand [redacted] frustration and her concerns with Nissan of [redacted] but I can assure you that every effort was made to duplicate this concern and I can also assure you that no codes were present at that time. Vehicle computers much like any computer can be very inconsistent at times with the diagnostic information it will provide you with. Case in point would be one independent garage telling [redacted] that there were 61 codes present yet [redacted] only retrieved one, it’s unfortunate but it happens.   While I’m dismayed to hear an employee speak ill of one of our sister stores the customer satisfaction scores coming out of Nissan of [redacted] are consistently among the best in the district as is [redacted] Nissans.   We value and appreciate [redacted] business and respect her desire to now service her vehicle at [redacted] Nissan but Nissan of [redacted] remains willing and ready to help her in any way they can for any future concerns she may have with her vehicle.     [redacted] Service Director A[redacted] Auto Group

Review: Just complaints starts when I first bought this car 2 years ago. The sales person promise my daughter which also bought a Nissan . About putting in a sun roof for her car and mind. This was in Nov I had to go back a couple times for things that weren't in my car (2008). No book no malts no cup holder. In dec I had my tires rotated by my mechanic he call me at work and told he could not rotate my tires because they needed the lock nuts and I needed the tool to unlock them .they said the look in the trunk and the glove compartment and didn't see it. I call Nissan in Norwich where I purchase the car I told I did received the tool to unlock the nuts of my tires . They told me that was my problem .they was nothing the could do about it. I also needed a button for my seat belt to stop from falling. The service department order it. When I went to pick it up I ask them it they could put it on for me. They told me they couldn't do that . Today was the last straw. My car a a recall . I bought. My car mon June 10 to Nissan in Norwich . He look at the car and said I have to order the parts and I can put them on Friday June 14 be here at 830 am. I bought my car in a 830 and they said it would take 2 1/2 hrs. I told them ok I would have to wait for it . They was another customer in the waiting room. For the same thing I found our later the service manager talk to her about her car needed couple things and the left. I had bought my iPad for something to do while waiting. I notice I got a email from [redacted] . Saying I need tire pressure monitor a sepentine belt and battery clean. I thought the service manger would come a talk to me. No now it is 1230' and am still waiting for my car . I look outside the window and my car has been move .I went to the cashier to complain and to talk to someone . My keys and paper work were sitting on the desk. The service from both salesman and service department is terrible . I a single woman can't believe the service I keep getting in this car dealer.

Product_Or_Service: Nissan Four door

Desired Settlement: DesiredSettlementID: No settlement requested - for

I not sure what can be done to satisfy me but Will never purchase anything from this car dealer,and will spread the word to everyone I meet how dis satisfied with this business.

Business

Response:

Business Response /* (1000, 5, 2013/06/19) */

This customer came in to wait for her service. She left our waiting room at some point.The Service Advisor went out to speak with her about her vehicle and she was not there. He called and left her a voicemail as well as sending her an email. Which in this complaint she stated she had recieved. She at some point reappeared and asked our cashier if her car was ready and it was.We have since tried to email and call this customer so that we can appologize and regain her trust in us.

Consumer Response /* (3000, 7, 2013/06/20) */

(The consumer indicated he/she DID NOT ACCEPT the response from the business.)

They are lying I had no to car and no ride I did not leave the waiting for anything. The young kid at the desk ask me if my car I said I had no choice but to wait.I had my iPad and was playing game . I saw at least 4 people come in and someone come to talk to them about their car. I did received the email at 1030 while sitting in the waiting room around that time someone came out to talk to two girls who also have the recalI he told them the needed rear brakes and a supetine belt . They said at this time that didnt have enough money. I can't be a large company would lie to cover their a-- poor cutomer,service .

Business Response /* (4000, 9, 2013/06/24) */

As we recently stated customer has not responded to any emails or calls. Also ststed by the customer she will never return and will be spreading word of her disatifaction to everyone. We can not rectifiy anything if this is her choice.

Consumer Response /* (-5, 13, 2013/06/25) */

I figure that no one would believe me I wanted to sit 5 hours in a waiting room for my car. I have nothing better to do with my life. What happen to customer always right. Oh I know just because I am a woman and senior I don't know what I am talking about. I glad I have freedom of speech because I plan on using it.

Review: After a few complaints to the Norwich Nissan dealer about my rear windshield leaking water in, yesterday, they finally removed rear windshield to repair/replace all seals and rubber then put glass back on. This morning, as I was about to go to work, when I closed car door , the windshield cracked then finally shattered. Nothing was wrong with the glass, so it had to have been poor repair on technician's part. When I went back to the dealer this morning to show them what had happened, I received nothing but the cold shoulder. No empathy, No understanding or compassion. After explaining everything that had happened, and how I feel they installed it wrong because I never had a problem , except for the minor leak, they just said it wasn't their problem and I would have to pay almost $600 to have it replaced. They were rude and had a bad attitude. They did offer me a rental while they got the windshield delivered which was nice of them, but I still don't feel like I should have to pay $600 for a new glass that they installed incorrectly. If they had done it right the first time, I wouldn't have had such a major inconvenience, a broken windshield, and time lost from work-which is the worst part. Please help. I'm a long time customer and have never had such a bad experience here before.Desired Settlement: For them to replace my rear windshield at no cost.

Business

Response:

Our initial irole in [redacted] windshield replacement was simply serving as a mediator between her and [redacted]. Our staff were not involved in the actual repair. Also, it was [redacted] who informed [redacted] that there was nothing they could do without her paying for another windshield installation.

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Description: Auto Dealers - New Cars, Auto Repair & Service

Address: 691 W Thames St, Norwich, Connecticut, United States, 06360-7023

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