Customer ReviewsforPatterson Nissan of Longview

My problems began when i purchased a truck back in June 2017, i kept having problems with the transmission shifting gears, i took it to the shop to have it serviced and they only made it worse, finally they got it where it was the same as when u purchased the vehicle (hard shifting) but not without a technician driving it home and smoking inside the truck, so i decided i wasn't gonna take it back to them anymore fast forward to December 2021 I traded the truck in for a 2021 **C, the very next day the front axle broke when i went to use the 4wd and it came apart on the highway which almost made me lose control, they took the truck in and i got a loaner from them a few days later i got mine back saying everything was fixed. I kept from using 4wd because i was afraid, when i did i heard some popping so i disengage it right away and tried to contact them, I got an appointment made and they changed the oil and told me i would have to schedule a new appointment to have the front end looked at, after a couple weeks of waiting due to my work, I got a new appointment, when i got there they told me i was under factory warranty (**) so i had to go to a ** dealership to have it looked up and serviced, again i had to leave the truck one and use my other vehicle for months because of work, finally on early December 2022 i got the ** dealer to look at the truck and they ordered the parts, got call January 2023 to have it taken care of, they guy from service call me that evening and told me i was lucky to have made it that long because the front suspension was coming apart, they replaced the axle and did what they could on the front suspension, when they replaced the axle the driver side broke again like it did when I first engaged the 4wd on day too, I made several attempts only for them to try to charge me $3,000.00 for parts and labor this after initially purchasing a Platinum vehicle warranty! These people are crooks! Stay away, they only trying to get your money.

My name is *************************** and I am the General Manager.  You can call or text me at ************ to see how we can resolve this situation.  This is the first time I have heard about it and I would love to help.  

We purchased a $2000 warranty with my sons vehicle at Patterson. The warranty expires next month and my sons A/C quit working. He took it in and they said whatever they could to work their way around the warranty blaming A/C issues on "road debris", my mechanic husband calls BS. So, not only did they refuse to fix the issue with his warranty, they also charged a crazy labor rate for "diagnosing" it. Save your headache and money and do not buy from the crooks at Patterson Nissan. If you do, do NOT buy a warranty because they will NOT honor it. They pressure you into buying the warranties and promise that if practically ANYTHING goes wrong it will be covered. ALL LIES. We learned a $2000 mistake and will never buy there again or recommend them. Will be posting other reviews wherever I can to warn others. This is the worst customer service we have ever had at any dealership, makes you just sick to your stomach to be so fooled by crooks.

I am sorry to hear about your experience. I would love the opportunity to make things right. This doesn't meet our expectations and we look forward to resolving your issue. You can contact me at XXX-XXX-XXXX.

If I could provide ZERO stars, I would. My experience from beginning to end has been asinine. I got into a fender-bender in June of 2021. A claim was filed on my insurance for the repairs to my vehicle, and my insurance issued a check made payable to myself and the lien holder of my vehicle. I eventually brought my car to Patterson (which is where the vehicle was purchased) shortly after the incident and after check for the body work was remitted because I noticed what felt like suspension/mechanical issues with the vehicle that I thought may be from the incident. I brought along all of my insurance paperwork with the adjuster/appraiser contact information, as well as the estimate and invoice for body repairs. I was not aware at the time that Patterson had a paint and body department in Kilgore. When I came in to discuss mechanical issues with the service advisor, she asked about the paperwork and if I had taken care of the body work, and I told her we had not because lead times for all body shops I had contacted were looking like 2-4 weeks before they could even touch my vehicle, so we were undecided as to what we needed to do. She then offered for Patterson to also do the body work when scheduling mechanical repairs for my vehicle and I took her up on the offer. I left all the necessary paperwork with her to contact my insurance and hash out supplemental payment for the mechanic work and parts, as well as the information for the work/parts for the paint and body aspect. I also left her with a repairs form that is requested by the lien holder for the vehicle in order to release funds to pay for the body work. She told me she would hash out with my insurance and contact me when we could order parts and schedule dropping off the car. Some time passes, and I am contacted regarding what is wrong with my suspension, and that she is going to order parts now that insurance has approved repairs. I am told once the parts are received by the dealership, that we will be contacted to drop my vehicle. I eventually got that call and scheduled drop off which was rescheduled a few times due to miscommunication or having to reschedule due to missed appointments (my son got sick a few times and I was unable to drop off and called to reschedule). After a long while of back and forth and phone tag, I finally got ahold of someone in the service department and I was attempting to reschedule a time to drop the car, and I was told the woman who helped me previously was out sick, and it was tentative as to when she would return. I asked if we could start the repairs regardless, and I was told yes, and I was put on hold so my information could be pulled up. The man then proceeds to get back on the line with me and suggests we wait for the employee who was out sick because he cannot find any information on my vehicle, and cannot find my parts in the shop anywhere and he told me he could not see where any parts were even ordered or delivered. I was a bit surprised but I just said "okay" and gave it more time. I ended up actually dropping my car to Patterson Sept. 25th, after picking up my rental that morning as well. I told the advisor I had worked with previously to just keep me updated so I could navigate rental coverage with my insurance. A few days later I receive a call from her asking if I had paid my deductible already when we had the paint/body work done. I took a second to process, and reminded her that no body work had been done, and that I was under the impression their company had scheduled and order both parts for both services, and I reminded her I left her all the necessary paperwork for the paint/body department. She then admitted to me that she lost the paperwork and never even gave their body shop notice I had requested that service. I was immediately concerned, and asked what we needed to do moving forward because I only had rental coverage for so long, and she assured me she would get my car in to be taken care of and contact me back. The call ended and then I struggled for the next two weeks to get even basic contact back. I finally got a hold of her after calling multiple times and leaving voicemails, for her to update me that the body shop was waiting on a bracket that was back ordered to finish the repairs. I then asked if they had any idea how long that would be because my rental coverage ended shortly and I needed to know my options. She said there was no ETA at all. I reached out to my insurance to clarify when the coverage for my rental ended. I explained the situation, and they tried to extend coverage, but were unable to. They provided me with the date I needed to return the vehicle to the rental lot, and told me to discuss options with the dealership since the reason the situation was even happening was because the ball was dropped, paperwork was lost and the work was never even scheduled. I was in agreement, so I reached back out to the service advisor, who offered no solutions or options for the mistake. I do not believe management was even notified. I took it upon myself to try to contact management, who I also was not able to make contact with initially. I then received a call on 10/20/2021 and was informed that my car was done, and that a technician was on the way to the body shop in Kilgore to retrieve my vehicle. I worked the rest of the day to square away paperwork so I could pick up my vehicle that late afternoon or evening. I was informed that there was a difference in what I was charged vs. what my insurance paid for the estimate. I asked what the difference was, and was told it was from the body shop in Kilgore. I obviously knew that, but again asked WHAT caused the discrepancy and could not get an explanation. Upon arriving to pick up the car, the employee who I had been working with was gone for the day, and I was helped by another woman. I told her what I was there for, and asked if she could help me explain the discrepancy that way I had an explanation for my insurance when I sent them the necessary paperwork now that everything was handled. She seemed flustered, and called the original employee at home to ask what to do. I was handed the phone and I told the service advisor on the phone that if we needed to hash this out in the morning, we could, it was no worries. I was just asking for mine and my insurances records. The employee checking me out then proceeded to attempt to look at the invoice line by line to find the difference (I did not ask her to). I also mentioned that the repair form I had sent to be completed for the lienholder did not have the correct payment amount, and asked if she knew why. She again seemed flustered and asked me to explain the form to her because she didn't even understand what it was. I explained what it was and why it was needed, and once again, she decided to call the other employee at home and put me on the line. The employee who had left for the day the sounded frustrated and caught an attitude and I said, "hey, I do not appreciate the tone or the unprofessionalism. I did not ask this employee to call you on your personal time, she did that of her own accord. I already told you if we need to discuss this tomorrow, we can." She then went on to say that insurance is tricky and I agreed with her and told her I was not THAT concerned, but if she wanted to continue to be unprofessional, we could involve management because the repairs already took double the time I expected and I already was almost in a bind with my rental policy because she dropped the ball and lost my paperwork and didn't even schedule the service. I told her I was trying to be understanding because we are human and mistakes happen, but that the tone and attitude was unnecessary and not okay. This employee then made the comment, "between you and me, I wish you'd taken it somewhere else and that we hadn't done the service." Excuse me, what?!? We ended the conversation, I paid with the employee who was checking me out, and went to retrieve my vehicle. Upon walking out to my vehicle and starting it, I noticed immediately that my car was left on fumes. I could not even make it off the lot to get home because my fuel tank was barren, which was extremely surprising to me because I left it with almost 50 miles until empty. I looked at my partner and asked what I was supposed to do, and he suggested we walk back to the sales side and ask for help. Management was gone for the day, but a group of salesman came together and were very helpful and generous and got me gas so I could get home. After explaining the situation, I was assured management would be brought up to speed and would reach out to me. Upon arriving home and putting my personal belongings back in my car, I also found trash in my car that smelled foul. It looked like someone ate lunch in my car and accidentally left trash behind. I got a call the following afternoon from the general manager of the entire location. I explained in detail the entire situation. He said very loosely, "I apologize. I will have a conversation." I mentioned I wanted to touch base on the invoice, and he said he would and would get back to me. I received another call a bit later from him, and he said the discrepancy came from the Kilgore location (obviously), but said "everything looks okay on our end, you are good to go." I was surprised by how dismissive the conversation was and it flustered me, so I said "oh, uh.. okay?" and the conversation was ended. He told me to have a good one and to reach him on his personal line if I "ever needed anything." No real rectification was offered. No further conversation with me was offered. Overall, I will not be back and I am very upset and angered at the lack of concern, the lack of customer service, and the lack of integrity to admit and fix their own mistakes. We are humans, and mistakes do get made, but it is our job to own it and fix it. Patterson did none of that and did not even attempt to.

I spoke with the customer last week and apologized for our mistakes. I believe all of her issues have been resolved. I also thanked her for contacting me and bringing the situation to my attention. Her experience is definitely not what we expect from our team and we will learn from this and improve.