First I would like to say the labor portion of my experience was exceptional. With that being said I am supremely disappointed with the customer service offered by your company. I was referred to the Pence Nissan by my insurance carrier. I chose this company due to the great reviews regarding customer service. What we experienced was nothing like the current reviews. My husband was told to bring in his Silverado on Monday, Aug. 30th for a repair that was expected to take 5 days. I rented a car for 5 days to ensure he had transportation during this time. After the 5 days had gone and past I did not receive any communication regarding the status of his truck. I called the company and was told on Sept. 6 by Kaitlyn that Jeff"s truck required another estimate that was submitted on Sept. 1. I was then told the truck would be ready by Thursday, Sept 8th or Friday, Sept. 9th at the latest. Well Sept. 9th arrived and his truck was still not ready and no one called me to update me on the status. I called the office and Kaitlyn once again informed me that the truck was still not ready and it needed to be painted. She did apologize for not calling but stated the truck would be ready on Tuesday, Sept. 13th. I received NO call on the 13th, 14th, 15th, or 16th. I called your company on Friday, Sept. 16 and asked to speak with a manager. I was then directed to Jack and he wasn't sure about the status of the truck so he said he would find out and call me back. I later received a call from Mike, who did not identify if he was a manager or not, and he apologized for the poor communication. Mike assured me that this was not common treatment from their company and that the truck would be ready on Tuesday, Sept. 20th. He states the truck was going to be painted on Friday, Sept. 16th and he assured me it would be ready. Well guess what it wasn't! For the first time I received a call from Mike on Tuesday, Sept 20th to tell me that once again my truck wasn't ready because they had ordered the wrong tail light. He told me the truck would now be ready Wed. Sept 21. He called Jeff on Wednesday morning to let him know the truck would finally be ready at 4:00 pm. I must say when we arrived to pick the truck I was surprised that no one formally apologized for the poor customer service and communication. I did receive a customer call later asking if I was treated kindly by the service department Really?!?
All in all I'm happy to have the truck back, but I can't say that if we needed repairs again that I would return. I did received a "free detail" certificate. Thank you for that!.
Regina & Jeff Hall read more