Faulkner Nissan Craig Fleck and the service manager Phil Winston. deceitful, incompetant. arrogant and no sense of true customer service Harrisburg Pennsylvania

November of 2012, I started hearing taping in my engine. I took my car to a mechanic named Keith who works at a reputable repair shop that I will not name. Keith inspected my car and told me that there was antifreeze leaking into my oil and I needed to have head gaskets replaced.

He referred me to Faulkner Nissan. I went there and told them my engine was tapping and that another mechanic told me I had antifreeze leaking into my oil. On November 15, 2012, Faulkner replaced head gaskets on my car and I was charged $2,501.60. On August 2, 2013, I took my car back to Faulkner and advised them that my engine was tapping again, the same noise, and that my front brakes were grinding.

My service rep Craig Fleck said that maybe there was sludge in the engine and they would perform a chemical flush to see if that would fix it. I ask him why they did not do that when the engine was tore apart and he said they were trying to save me money. Now they charged me about another $40.00 to do this flush and told me to come back in 250 miles to see if oil levels are the same.

Also on this date of service, Craig called me and said front breaks are good but I needed rear breaks and rotors. i authorized that repair. However, when I went to pick up my car he said they did hear the grinding noice that was coming from my front breaks. He said that who ever put on my breaks last, they put on over size pads and so they just giinded them down a little and they should be fine.

On that date of service, August 2, 2013, I paid them $443.78. As Craig instructed me, I did come back to have the oil level check and it  was good and there was no tapping. Craig told me to come back in 500 miles to check oil levels. I did that and oil levels were good and still no tapping.

Craig told me to come back at 1000 miles. Before I had the opportunity to do that, my engine started tapping again. I called Craig on September 5, 2013, and advised him it was tapping again. Craig told me to come in on the sixth so they could look at it.

That evening, I took it back to the reputable repair shop from paragraph one and spoke to Keith again. He speculated that it was the timing chain and stated that Faulkner should have addressed the timing chain when they had the engine tore apart. I dropped car off that night and on September 6, 2013, Craig Fleck called me and told me that it is in fact my timing chain.

Craig told me he does not think this is fair to me and that Nissan should help me on this. He instructed me to call Nissan at 1-800-Nissas1 and see if they will help pay for any of this. Craig told me he already sent Nissan a three page email detailing the situation and asking Nissan to help pay for this. I told Craig that I had concerns about the fact that the timing chain was not addressed in November of 2012 and he told me that they only fixed what  I reported was wrong.

I told him that they are the professionals and have the equipment to diagnose problems, but I told him I would call Nissan. I got off the phone with him and called Nissan and spoke to a female named Joy. I gave her all info and she said she would escalate this to see if they could help me. She gave me case number 12056895.

After that call, I called Keith back and advised him of call from Craig. I told him I considered filing a complaint with the BBB and he suggested I do that. I told him I would call Faulkner and give them a chance to fix the problem once and for all and if they did not I would. I called Craig back and told him if they would not fix this I would go to BBB.

Craig got very personal with me and told me he did not feel like I was grateful for a few dollar break he gave me on my break work that was done on August 2nd. Oh by the way my front breaks were grinding again. I told him I was grateful but him discounting any service did me no good if the problem still existed.

Craig apologized at that point but as our conversation continued, Craig tried to cut me off as I was trying to make a point. I adviised him I was being very calm and respectful to him and he should not cut me off. Craig said, we have been on phone for seventeen minutes and that I had done all the talking.

This comment infuriated me. I told him that I was the customer and that I had been respectful to him and that was the second time he had been blatantly disrespectful to me. At this time, I told him to authorize the repairs on my vehichle or the conversation was over.

Craig said he could not make that decision and I would have to talk to Phil who is supervisor.  Our call got dropped and so I called back and got Phil on the phone. I tried to tell Phil how disrespectful his employee was to me, but he was not interested. 

I tried to tell Phil how incompetent Craig has been to me and again, Phil did not want to hear it. Phil stated that it was he and I talking now.  Phil said he looked at my service invoice from November 2012 and there was no mention of tapping. I advised him that is what led me to seek out service to begin with and just because they did not write it down on the invoice does not mean it was not said.

Phil said the invoice is a binding legal document and I signed it. He then said I could have taken my car to a Jiffy Lube and was told there was antifreeze in my oil and that is why I brought my car to them. I ask him if he was now calling me a liar and he said no. I told him I am frustrated and unhappy with them and even if they fixed my car at this point I still would not be "happy" , but I would be ok.

He said I just answered his question for him and that he would not fix it if it would not make me happy. Phil then offered to pay 50% of repair. I told him that would not be acceptable and that I would come pick my car up. I picked my car up from them and they did nothing to fix by continuing break issue but found a new diagnosis for the front breaks that I just had at their shop a few short weeks ago.

Now they said there is pitting on the front break pads on the contact area and they recommended them to be replaced and have rotors resurfaced. Remember, the car was there a little over thirty days ago with me reporting to them that my front breaks were grinding.