Nelson Automotive

As a business owner it disappoints me anytime we receive a review anything less than 5 stars. So first, I would like to apologize that you did not receive the response to your inquiry. We have a process in place to make sure all email inquires are responded to within 12 hours, so for whatever reason you did not hear back from us I apologize. Cars.com makes it very easy for customers to email us, but it also relies on the accuracy of our customer when they enter in their email address. If an email address that is entered incorrect or incomplete we are unable to follow up with the inquiry. This may seem unlikely but several times a week we are sent incorrect or incomplete email addresses to respond to. We want to be easy to reach for any questions both during and after hours which is why both my personal cell phone (989.878.1616) and my managers personal cell phone (616.566.2907) numbers are listed online. In addition all dealership phone calls are routed to cell phones both before, during, and after normal business hours. Please feel free to contact us any time for immediate assistance. Again, I apologize that you did not get a response. Please let me know if there is anything that I can do to earn your 100% satisfaction.

Thanks for coming in! Even though you didn't buy the car from us I'm glad that your experience was a positive one. We are always happy to explain the entire process and why things work as they do. Thanks again for coming in and recommending us.

Thanks for the feedback! I try to only hire nice people and ones that will stick around for the long haul; Matt has been here for 5 years and he is a super helpful nice guy! Thanks again for the review.

Susan, thanks so much for your Prius purchase. You too were great to work with! Let us know if you have any any questions, comments or concerns that we can help you with.

Thanks for the kind words, we always try to be "a different kind of dealer", and I hope we are succeeding! Thanks for your purchase and we hope to see you soon!

Kiril, thanks so much for the purchase. As you stated we did take care of minor repairs after the sale that we were not obligated to, but we always do what is right and what is fair and we thought you should not have any issues with your car in the first week! We are always happy to stay late or take appointments for after hours to be convenient for our customers. Thanks again for your purchase and let us know if we can be of service!

Brandi- I am truly sorry that you were unhappy with your experience with us; my/our goal always has been, and still is to keep everyone happy. I would invite you to please call me on my personal cell phone at 989-878-1616 and let me know what I can do to make the situation right with you; I did try to call you as well but was only able to leave a voicemail. As you can see in other reviews, if I know what the problem is, I make every effort to fix it! I truly do not know what you were unhappy with and if I did I would make every effort to make it right. When you complained about the seat we installed a new one for you and paid for half the seat and did the labor for free, when you complained because you thought we did not cut the rotors as agreed (even though we had cut the front as agreed) we installed new rear rotors for free in order to keep you happy. When you thought we had committed to changing your timing belt (instead of the serpentine belt which was done) even though I had not agreed to do so, I agreed to pay for half of the job just to keep you happy, until we found out that your car did not have a timing belt (has an unserviceable timing chain), so the job you thought we had committed to doing was not physically possible to be done! When you say we were trying to charge a second time for the repairs I assume that you are referring to the fact that 6 months after you bought the car the brake caliper started leaking and needed replacement. However, we never replaced the caliper before and if we had it would have had a 1 year parts and labor warranty like all of our other work includes. Unfortunately we cannot warranty the entire car bumper to bumper after we sell it but we did offer to pay for half on this repair since it had only been 6 months. When you insinuated that we had not done the work on the car as agreed I suggested that you take the car to an independent mechanic to confirm that we had done the work, or bring in the car and we would place it on the lift and show you all the new parts and that we put on; you refused to do either. You are correct, I did give you less for your car that I had previously estimated. However, when you allowed me to drive your car for the first time I found that it had an upper engine noise, which you had failed to disclose (and obviously this affects the value of the car). Lastly I again truly apologize that our paperwork is not very fancy. I have always assumed that providing good service and low prices was enough to keep people happy (and I have made the conscious choice not to purchase stationary or pre-printed envelopes as I think they are a waste of money); If I had known that the lack of a return address label would upset you I can assure you I would have happily had one printed to put on there. Please do call me as I would like to see what I can do to make you a satisfied customer.

Tom, thanks for your purchase and kind words. We do always try to treat others as we would like to be treated, and it sounds like we did so for you. Please let us know if we can help with anything in the future!

Thanks for the kind words, we always try to be "a different kind of dealer", and I hope we are succeeding! Thanks for your purchase and we hope to see you soon!

Coming in on my day off is the least I can do to make people happy. We are always happy to schedule times outside of our normal hours of operations if that makes people happier. Thanks again for your purchase and I hope you enjoy the Mini!