Houston Frag Guy

Review of Grubbs Nissan

AC went out in my truck that was less than a year ...

AC went out in my truck that was less than a year old. No worries, things like this happen and they fixed it under warranty. It would have been nice if this was the end of the story.

When the AC went out, we called and made an appointment. We received both a text and email confirmation. The next morning we dropped the truck off at the appointed time and the rep that signed us in said that we didn't have an appointment and that the truck would be looked at as soon as possible. We showed him the confirmation and he just shrugged his shoulders.

Later that day, I received a call saying that the truck wouldn't be looked at until the next day. the did offer me a loaner car at this point which I declined because it would be more difficult to get a ride to pick it up than it would be worth.

The next day, I received another call saying that it was a bad compressor and that it would be ready the next day because they had to order the part.

Late on the third day, the truck was finally ready. I picked it up and was on my way.

You would think that this was the end of the review but it isn't. They sent an email asking me to take a survey. Due to the appointment issue, I gave a relatively low score and explained why.

Seconds after submitting the survey, I received a phone call. The person who called was apologetic but essentially made excuses... "It takes time to diagnose", "We are very busy", etc. He then explained that poor surveys make them look bad to the higher ups.

Here are my thoughts: If you set an appointment, keep it. If by some chance there is a miss communication, and there is proof of an appointment, don't shrug it off, keep the appointment. If you are going to offer a loaner car, have the foresight to offer it when the customer is at the dealership. If you don't like the results from the survey, don't call and make excuses. Call to apologize and explain how you are going to FIX THE PROBLEM.

One last thing, I just noticed I had a tin of Cohiba cigars that was in the center console. It's not there anymore. I cant prove it but the only logical place for them to have gone missing was at the dealership. If you see any of your techs running around with a tin of Cohiba cigars, tell them I said you're welcome.