Gillman Nissan — Local services in Rosenberg

Long story short: they no longer had the car we went in to purchase, so they tried to force/gaslight us over the course of 3 hours into buying a car we specifically said was out of our budget from the beginning, saying they would work with our budget then offering us a monthly payment $300 over our budget, all the while keeping our licenses and our keys so we couldn’t leave. Shop here if you want to be disrespected, have your time wasted, and be spoken down to. Luckily we found the exact car we initially wanted at an even better deal at College Station Nissan, and the customer service there was a million times better.

Read on for the long version.

Went in looking for a specific vehicle, but it had just sold when we got there. We were clear from the beginning that we only wanted to look at vehicles of that specific make, model, trim, and price range. They pulled up a vehicle a trim above the one we were looking for and although we said we didn’t even want to test it out if it wasn’t within our specified budget, Jerri continually reassured that they “would make it work” and work with us to get it in our budget, refusing to give us an actual price number. Two hours later, despite us repeatedly asking for the car price and stating that if it wasn’t going to be within budget we didn’t even want to look at the numbers, the manager, Juan, sat down with us only to offer us a monthly payment $300 over our budget. We never got an actual car price number. When we said absolutely not, he proceeded to try to gaslight us into agreeing to that price by saying things like “well this is the car you chose” (a complete lie) “you can’t have everything” (also a lie, because the car we went in to purchase met all the wants and needs we had, including budget) and “you can’t be so picky,” when we had specifically said that we did not want that vehicle if it wasn’t within our budget. All this while they held onto our licenses and our keys so we couldn’t leave while they left us sitting at a desk for another hour, sending another manager (Kevin) and another sales rep (Myles) to try to convince us. Each time they acted like we were in the wrong for being upset that they had wasted our time and tried to force us into this purchase while we had repeatedly asked for the car price, asked if they had anything else within the range of the car we went in looking for, and saying we didn’t want to waste any more time if it wasn’t going to work. Ultimately they finally gave us our keys back after it was clear we weren’t purchasing anything from them when they had the nerve to offer us a vehicle a trim below what we’d been looking for for the same price as the trim we originally wanted because they offered to replace the cloth seats with leather. The only person we don’t blame in this interaction is Brian, who just started working there and was left to have to deal with our frustration while his “leaders” tossed us around, ignored our requests, and condescended us. Save yourselves the headache and...

Avoid Gillman Nissan at All Costs:  Predatory, Dishonest, and Unethical Service Department

I took my 2023 Nissan Rogue to Gillman Nissan for repairs because it was closer to my job, even though I purchased the vehicle at a different Nissan dealership. I have the Platinum bumper-to-bumper warranty sold by Nissan (through Apex), with a $100 deductible.

The car is only 2 years old and well under 100,000 miles; this should have been a straightforward warranty repair.

Instead, Gillman Nissan’s service department told me the warranty company would “only pay for part of the cost because they found the part for cheaper elsewhere,” which Gilman claimed was that this was highly likely because the part the warranty company found was not an OEM part. And Gilman told me that they will not install non OEM parts. The “solution”? I’d have to pay roughly $500 out of pocket for the repairs, while the warranty covered the rest. This made no sense, but they stuck to their story.

Then, after completing the repairs, they refused to release my fully paid-off vehicle until the warranty company paid their portion, even though this is a Nissan-sold warranty, and even if I paid the $500 they said I owed them. They “couldn’t trust” the warranty company to pay for their portion. I had to scramble for rides to and from work, with friends going over an hour out of their way, all because Gillman held my car hostage over $500–$600 that the warranty company owed them.

When I finally got my vehicle back, the backup camera no longer worked consistently. I took it to the Nissan dealership I purchased from, where the general sales manager pulled up the actual warranty repair costs. Shockingly, the exact same parts Gillman Nissan claimed cost over $500 actually cost dealerships around $348. The manager confirmed Gillman grossly overcharged the warranty company, so much so that the warranty wouldn’t cover the inflated amount. And no, the warranty doesn’t “only cover aftermarket parts” as Gillman told me.

What Gillman did might not technically be illegal, but according to the other dealership, it’s highly unethical and looked down upon in the industry. It’s appalling to realize they held my vehicle for days just so they could near double their profit on a warranty repair.

If you value honesty, fairness, and basic ethics, do NOT take your vehicle to Gillman Nissan for service. Their actions were predatory, dishonest, and deeply unprofessional. They took advantage of both me and the warranty company, and they don’t deserve anyone’s trust...

The diagnostic process was frustratingly unclear, leaving me with unanswered questions about the issues my vehicle was experiencing. Despite being a Costco member entitled to discounts on parts and labor, the service center failed to honor this benefit. Even after the general manager, Jonny, approved the discount, it appears the service manager overrode the decision. This disparity in authority is concerning and suggests a lack of consistency in customer service practices.

This isn't the first time I've encountered such issues at this service center. Approximately six months ago, when my vehicle's A/C system required repair, a similar situation unfolded. Initially, the service center hesitated to apply the Costco discount until I reached out to Costco directly and was assured that it should be honored. This recurring problem indicates a systematic issue rather than a one-off mistake.

Moreover, my interactions with the service consultants(Kobe) were deeply unsatisfactory. Not only were they unable to provide clear explanations about the services performed, but their behavior was also unprofessional and evasive. For instance, the consultant initially claimed that a tire rotation had been completed, but when questioned further about which tires had been moved to which wheels, suddenly backtracked and admitted that no such service had been carried out. This inconsistency raises suspicions of attempted overcharging and deceitful practices.

To add to the frustration, I was billed for an oil change, yet I'm now left doubting whether this service was actually executed. Furthermore, when I attempted to voice my concerns and seek clarification, I was met with dismissiveness and a lack of accountability. The response, or lack thereof, to my complaints is deeply disappointing and reflects poorly on the service center's commitment to customer satisfaction.

In summary, the repeated failures to uphold the Costco discount, coupled with the lack of transparency and professionalism exhibited by the service consultants, leave me deeply dissatisfied with the service center's performance. Such practices are not only a disservice to me as a customer but also tarnish the reputation of the Gillman Company. Immediate action is needed to rectify these issues and restore trust in the...