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January 2024 by Samantha L.
brought my car here a few weeks ago around 8am for the check engine light. I knew being a drop off appointment and their system being down after the storm that it would take them a while to get to the car. However, my car wasn't looked at until about an hour before they closed and then I declined the services recommended, and my car still wasnt ready for pickup until the next day around 10am. They also couldn't find my car at one point which was fun to hear lol.
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January 2024 by Andrew S.
BUYER BEWARE. AVOID HERTRICH NISSAN. I'd give 0 stars if possible. This place is an atrocity. Staff- starting with the GM, are rude, incompetent, and do not care. Leased my Nissan Rogue on 11/17/23. The first red flag was that I was promised $472 monthly payments for a 3 year lease, 15k miles a year. I even have this in text from the salesman, and we discussed this numerous times. Ironically on my way to the dealership to sign the lease on 11/17/23, the sales manager Vic called me and said they somehow priced me the wrong vehicle and the price would be the same for the lease, but only 10K miles a year due to THEIR mistake. I should've declined right then since they were now shorting me 15K miles (total). I sold them my old vehicle (which was already paid off) for 13K. 2k would go towards the lease as money down, and 11K would be written in a check for a pay off for me, as I requested. I was told it should take 2 weeks for the sale to finalize and I would have the check. 2 weeks later, still no check. Was told they were still finalizing paperwork with finance. On 12/18/23, now a month later, Ken from finance contacts me frantically and states he needs me to come in ASAP because it was THEIR mistake and they messed up the paperwork. I obliged and went in and signed the paperwork. On 12/28/23, incompetent Ken from finance contacts me again and asks me to come because once again, they messed up the paperwork. THEIR mistake yet again. I voiced my displeasure to Ken while I was at the dealership and asked to speak to someone higher up and demanded he put that I would receive the check in writing. Ken looked at me like I was insane, shrugged, and instead gave me a free oil change for my troubles, unbelievable. The same day, I was told the check for 11k would be ready by 01/02/24 now that the paperwork was finalized and correct after Ken messed it up numerous times. On 12/29/23, I sent a long, detailed email to the GM of Hertrich Nissan - Newark - Michael Lundin. To no surprise, I received no response. Shocker that the leadership sucks here as well. On 01/02/24, I emailed Ken from finance about the status of the check. I received no response. On 01/03/24, I spoke to the office manager - Shelly. She claimed finance mailed the check for 11k on 01/02/24 and if I did not received it by 01/08/24 to contact her personally. Keep in mind I live 15 mins away from Nissan, so it should've taken a day to receive the check. On 01/08/24, I contacted the office manager - Shelly, to make her aware that the check never arrived. Shelly was clearly annoyed that I followed up, spoke to me in a belittling and unprofessional manner, and continually cut me off when I voiced my displeasure by saying "I get it but" and the proceeded to tell me I was given wrong information about how long the check takes to receive. But the best part, she just casually told me "the check must have gotten lost in the mail" and that they would stop payment and issue a new check that "should" be ready by the end of this week. Seems to me that they never actually mailed out the check because it would have gone through certified mail. 01/10/24 - After exposing them online for who they really are, my check for 11K was magically hand delivered to me today. I received several phone calls from the GM- Michael Lundin who apologized and stated he "never saw" my email. Funny, you saw it after you were exposed. Oh, and for all of this hassle over the last 2 months, don't worry, he compensated me with a service plan that gives me oil changes and tire rotations. Wow, truly remarkable for all that inconvenience and giving me the run around for 2 months. HE EVEN ASKED ME TO TAKE MY REVIEW DOWN. Do NOT go here. Do NOT support this disgrace of a "business." Do NOT support this scam artist of a GM - Michael Lundin who will try to cure all of your problems with oil changes and tire rotations. He does NOT care, he just doesn't want his business to look bad. Shame on you. Feel free to contact me for specific details.
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December 2023 by Brad B.
Hertrich Nissan has decided it's going to gouge each and every customer for every nickel, dime and penny they can get from you. They have decided to assess a diagnostic machine service fee--$199, each time it's needed. Even if they don't do anything, you're out 199, but maybe you have a diagnosis. Other shops fold in the diagnostic cost to their service, NOT HERTRICH. Gouge! Gouge! Gouge! Let's look at their costs? $199 per vehicle on 10 vehicles a day is an additional approximately $2,000 a day to their service center's bottom line. On a 20 day month, that's an additional approx $40,000. Over a 12 month year, that's an additional $480,000 they make before they before ANY work. They also charge a 2.16% fee IF you decide to use a credit card. Let's say a low number of 50 of their daily service customers use a credit card and a low estimate of an average bill of $400 (50 times $400 = 20,000/day x 2.16% = $432/day; $8,640/mo or nearly $104,000/year. Do you feel your pocket getting picked yet? It gets worse. They suggested over $1,600 of total repairs for a fan motor replacement. That's the $199 diagnostic fee and the $539 repair charge. Do you feel your pocket getting picked yet? Now, let's talk about the work. I left the car on Monday night. Service rep Alex promised me they'd look at it on Tuesday. Since I was going to be without wheels, I asked about a loaner. He told me they have a new policy, that the unidentified service manager would have to approve it, but, they didn't have any loaners anyway. Well, apparently, they did look at it on Tuesday. Not only did they look at it, they completed the service but no one told me. When I called Wednesday, they told me it was done the day before. There are two sins in business. One is to give bad service. They get 5 stars for bad service on this one. I would seriously encourage you to consider a different service provider. I am. Enough is enough. I'm voting with my feet.
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October 2023 by Cecily E.
They scheduled me for repairs for my car that was in an accident. I set the time and insurance set up a rental. When I dropped it off the guy Steve looked at it and was dismissive and rude. He said to email what was wrong cause he couldn't be bothered to look himself even though I showed him right there. Then after two days, State Farm, not the body shop, called to say my car was ready. When I went to get it, Steve informed me he couldn't do anything and even if he ordered the part I needed it would take too long and there was a huge back up of business there. If that's the case why would you schedule someone. And I had to pay for two days of a rental for them to not do anything. Now I have to find another body shop and do the whole process again. I have never been somewhere that has such rude employees and has such bad business practices.
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October 2023 by Thanhv Nguyen
Bait and switch. Not coming back . Check vin number before signing
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June 2023 by Ray C.
I have gotten three cars here, the sales staff is awesome. Leland Jones is a great salesman and really seems to be any what is right for the customer, not just a quick sale. When taking cars in for service it is quick, professional and efficient. The waiting lounge is clean, spacious with free WiFi and coffee. A pleasant place to wait.
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April 2023 by Trish F.
I'm a long time customer. Several attempts were made to contact you regarding purchasing new tires for my Nissan. You never responded. I took my business elsewhere. Do better, Hertrich
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February 2023 by Jeremy Walker
Would have been 5 stars but every place on this end of Cleveland Ave is Porter then they have Nissan parts hidden in a corner back way way back but guy was really personable
