Rick Kelly

Review of Dick Scott Nissan

OPEN LETTER TO DICK SCOTT DODGE OWNERS / MANAGEMEN...

OPEN LETTER TO DICK SCOTT DODGE OWNERS / MANAGEMENT:
I DON T do this very often, but my experiences with some of your new employees during the past couple of weeks were so refreshing and exceptional, that I felt compelled to make you aware of it. Additionally, I d like to point out that if you re attempting to make some improvements, particularly in the DS Service Center, as far as I m concerned, you couldn t be doing much better than with these gentlemen.

Specifically, I have had some annoying Suspension issues for over a year, which had been either partially or incorrectly diagnosed, or simply unnoticed.

To begin this corrective process (2 to 3 weeks ago), JASON BONE (Service Advisor) did a great job, and was courteous and very helpful in finally getting my vehicle in front of the RIGHT person, BERIAN NICHOLS (apparently a Suspension Whisperer ), who examined my car and immediately found some potentially dangerous issues. Subsequently, the associated parts were ordered and Brian (and Ryan) properly and expertly installed them, shortly thereafter.

However, as I exited the dealership that evening, I almost instantly heard the very same annoying rattle that has been plaguing me for over a year, and for which no one had been able to discover a correct solution...and almost everyone had thought it was a Suspension item, but as we eventually discovered...it was not.

Enter CHRIS COLLINS, your new Service Manager. DS had just closed, but as I drove back up the driveway, I saw Chris, who I had previously met, but just briefly. I related my dilemma, and Chris asked me to return the next day, whereupon he volunteered to personally ride along with me in attempts to reproduce and listen to the noise.

The next day, Chris rode with me around downtown Plymouth ..and literally 5 MINUTES LATER, after hearing the noise, Chris took an educated guess that my issue was with my Braking system, and not the Suspension, which turned out to be 100% CORRECT, and appears to have been completely remedied with a Front Brake job. Add to this that Chris demeanor is businesslike, calm and smart, but also very approachable, a great combination of traits in perhaps THE most challenging, but pivotal dealership position. Furthermore, the MOST noticeable of his characteristics in dealing with my situation was his obvious sincerity in his desire to diagnose and correct my issues. Simply put, you absolutely made the right choice in appointing Chris as your new Service Manager.

Another one of your new hires with whom I dealt closely on this occasion was JOSHUA MILLER (Service Advisor). Josh is young, but very bright and well beyond his years with his social and communication skills, and most importantly, his ability to inspire confidence that he will work with you to help get your issues resolved. His calm demeanor and temperament are also ideal for the Service area, and he was excellent with follow-up, so I didn t have to wonder about the status of my vehicle.

In summary, we all know that many are quick to condemn others with negative feedback, but sometimes not as expeditious in doing the opposite, so I just wanted to Congratulate you for the obvious improvements at Dick Scott. Please feel free to contact me with any comments, if you wish.

Sincerely ..RICK KELLY