Fox Nissan — Local services in Kentwood

Scheduled a recall on my Armada to replace the drivers airbag. Over a 1 month wait to get it in for service. Gave my VIN and info at that time. Since it's a recall, the part needing replacement is a documented known, so there's no excuse for not having the parts on hand when the customer arrives. Did they order it? No. of course not. Now need to reschedule. Says this is the way they handle all recalls, we are a small dealer, how can you expect us to order parts ahead of time? This is just how Fox does things. Also state they are "understaffed" due to Covid, they aren't running their shuttle to facilitate service customer drop-off. So I had to Uber from the dealer to work this AM, and likely back again all to be told "we have to order parts." Giant waste of my time and 20 bucks on Uber fare. This is yet another in a string of poor experiences I've come to expect from this dealers service department. Nobody ever picks up the phone in service. They don't wash, or vac your car like some other dealers do either.

I've been a ASE master mechanic for nearly 20 years and spent nearly 14 years at a dealer down the street. Ordering recall parts for appointments before the vehicle is scheduled to arrive is dealership 101 stuff.

Don't know how sales is, but if possible, I'd go to Gezon or My Auto for service.Fox Nissan service department desperately needs new (any?) management. It's been this way for years now.

*Edit- Picked up my truck late in the day after work. I asked if they needed to inspect the truck to order parts....nope. So I asked what they needed the truck for......blank stare. Then what was done? "we ordered the part." I stated they could have done that 1.5 months ago from the paperwork and planning for my appointment. All i got was "that's not how we do things." The service writer (Jason IIRC) seemed angry i was pressing him on these obvious failures and became extremely dismissive. Clearly just wanted me out the door. I've got another appointment to have the airbag they supposedly now ordered installed, but I'm not certain I want to give them another try.

I reduced the rating from 2 stars to 1.

*Edit 07/29/2020 (about two weeks after the above) My appointment to complete the recall was at 1:30. They got the car done in the quoted time and had me back on my way as planned. Jason apologized for my previous experience as well, admitting they should have had the part. Though it doesn't negate my complaint, I do appreciate Jason owning the problem....albeit a week or so later. Its much easier to accept a mistake (like not ordering the part) if the customer service rep owns it with no excuses. Hopefully Fox will continue to make positive adjustments and improve in the future.

Given my most recent trip I've bumped my rating...

I brought my vehicle in for service for a loud clunk on Monday along with transmission hesitation. The service advisor told my husband 2017 Muranos have had transmission issues and what we are explaining either required a computer fix or a whole new transmission depending on what they find. I waited patiently to hear back on the status of my car but no one contacted me. I finally reached out to find out what was going on on Wednesday morning. By Wednesday evening I received a text saying they were sorry for not contacting me "we could not find anything wrong with the transmission but the clunk was an exhaust hanger improperly installed and we took care of that." I arrived Thursday morning thinking it must have been covered under warranty because no one asked if it was ok to fix the problem if they are going to charge me. Nope, that was the furthest from the truth! I was charged $91 for an exhaust hanger and not one person asked if this charge was going to be ok prior to "fixing" it. On my way home feeling upset by no communication I realized the clunk was just as loud and not fixed AT ALL! So now not only was I charged for something that it didn't need to be fixed at this moment but also out $91 when I am currently/temporally living on disability income due to a broken leg. I immediately called the service dept and was sent to a service advisor voicemail (because they NEVER actually answer the phone) and left 2 different messages, one with Simone and one with another person. I didnt hear back by Thursday end of business day so I called again and left a message for the sevice manager. I still did not hear back from anyone by Friday end of business day so I called the service manager again and left another message. It is now Monday end of business day and I have STILL heard from no one so I called and left a message for Paul the GM. Very...

I had such a great experience with Fox Nissan! I have never bought a car before, so I started out in this process feeling over whelmed and not sure where to begin. I originally went there looking for a pre-owned car where Tim instantly came out asked me what I was looking for, to which I had no idea. He was able to direct me to something that would work for me by asking me tons of questions and being very attentive to my answers while asking and telling me things about each car, I never would have thought about asking. As someone that has never bought a car before, the most important aspect was that he was able to be such an attentive, helpful and great salesperson without pressuring me.

When I decided instead to buy a brand new car I went back to the Fox Nissan dealership because of my great experience with Tim. While he was unable to help me with a new car, he directed me to another salesperson, Paul Young. He made my experience as easy, painless and pressure free as possible. He made sure that I was able to test drive the car when I needed, stood back to let me really get a feel for the car. Because of his helpfulness, kindness, attentiveness, I chose to go with a Nissan over my other finalist a Toyota Corolla.

Then, yesterday I walked in with the intention of making a final decision and two hours later he had my brand new 2015 Nissan Sentra ready for me to drive out the door. I would highly suggest using either of these two salesmen next time you are looking for a pre-owned or new car! Thanks so much to everyone in the Fox Nissan dealership family, the next time I am looking for a car I would defiantly come back as well as recommending you both to anyone I know...