Randy Jones dropped his Nissan 350Z off at Raceway Nissan in Riverside, California. His vehicle needed a diagnostic of its suspension system as well as an oil change. Jones dropped the vehicle off and went to work. Jones is a shift manager at Taco Bell in Moreno Valley, California, over 7 miles away. Four hours passed and then two members of the dealership staff brought Jones’ vehicle to his work…to pick up fast food.
The service department staff members had no idea they were bringing the vehicle to the place of employment of the car’s actual owner. Jones was certainly surprised to see his 350Z at his work. The two men in Jones’s vehicle weren’t there to talk to Jones; they were looking for a burrito combo.
When two service center employees drove the vehicle into the drive-thru, Jones talked to them. They were surprised to be caught sitting in his vehicle wearing Raceway Nissan shirts. After speaking to the service center employees Jones called the dealership and expressed outrage. The dealership offered to cover the cost of parts and labor on the vehicle, which totaled over $3,000.
However, Jones declined, citing his distrust for the dealership employees. The store then offered to tow Jones vehicle to another automotive repair shop and cover the full cost of repairs. Jones agreed, however, he still didn’t sound happy. Asked if he was satisfied with the resolution, Jones told KTLA, “No, I’m not, because at the end of the day, my car, it was still vandalized. I don’t know what those gentlemen could have done in my car.”
The dealership has since terminated both service center employees.
Do you think that this dealership acted correctly? They seemingly sprung into action to prevent a larger public outcry by offering to pay for repairs. Do you think that they could have done more to support their customer or did this dealership act correctly? Finally, in Raceway Nissan’s shoes, what would you have done?
