Complaint Review: Town Center Nissan - Kennesaw Georgia

This relates to Rick Mathis and his service department. I took my 09 Titan into the service center on September 03, 2015 due to the fact that the “check engine soon” light was on, as well as, running rough, off and on. I was told that a diagnostic test would be done to determine the problem. I received a call later that day at 1:23 pm telling me that the problem was fixed (Cam Sensor was bad). While on the phone I was told that I needed a power steering hose, transmission flush and brake flush. Really? I needed all that? I asked about the hose, which is a piece of rubber. I was told it was $525.00. I laughed due to the fact that I can buy the same hose online, brand new, for $49.99. I asked, “Is the hose bad?” I was told that it looked like it may start leaking. What??? Anyway, I picked up the truck and the codes had been reset. The engine seemed to be running smooth.  The next day the “service engine soon” light comes back on, and the truck starts doing the same thing it was before I took it in to Town Center Nissan. I called the service department and spoke with Erik Albright (service advisor). I explained what was going on, and people, you are not going to believe where it went from here!!

I was told by Mr. Albright that it could be any one of 15 sensors.  So I asked Mr. Albright if there are 15 sensors then how I can be sure the right one was fixed? Apparently it did not, due to the fact that my truck had not been repaired. Mr. Albright tells me, and I quote, “My crystal ball is not working, and if I could tell when a part would fail or not fail, then I could retire and be sitting on a beach right now”. Wow, that was professional. What an educated response from someone “in charge”. I asked Mr. Albright if I would have to keep bringing the truck in at $351.49 a pop until they figured out which sensor was bad. This is when the tap dance started. This guy started dodging faster than a squirrel in traffic. I was assured that if I brought the truck back that it would be fixed. I gave them the benefit of the doubt and took the truck back on Saturday, September 12, 2015. As soon as I got there and made eye contact with Mr. Albright, he quickly turned and disappeared. I ended up dealing with another gentleman who told me that as soon as they found the problem, they would call me.  

After not hearing anything, I called the dealership at 1:20 pm. I was told from someone in the service department that the truck was still being worked on. Well, since they close at 5:00 pm, I decided to get there at 4:30 pm and just wait. Surely they would be done. When I arrived, I was told that the service department closes at 4:00 pm on Saturdays. That is odd because their website says 5:00 pm on Saturdays. No one was there, it was a ghost town. The sales guy calls someone in service, who had left, and he could not even tell him if the truck was touched….all day?! I get my keys from the sales department and get the truck. Of course, it hasn’t been touched, at all. They kept my truck all day, didn’t touch it, and had the nerve to not even call me!!!!  Such incompetence. No one called on Monday or Tuesday. Did they even know the truck was missing? I doubt it. 

My next course of action was to call Rick Mathis. The head guy, the bucks stops with him, right? Get in touch with Rick Mathis you ask? Ha!! This guy is more elusive than Bigfoot. Every time I called, I received a volley of excuses; “He’s not in”, “He just stepped out”, “He’s in a meeting”, “You just missed him”, “He’s gone home for the day”, “Would you like his voicemail?” I left a voicemail explaining the issues with my truck not being fixed. So I did not expect much. I have filed a dispute with my credit card company to get my money back because technically they committed theft by taking my money and not making repairs. And Mr. Mathis, I do not hide behind reviews, my name is Tim Kennedy, feel free to call!