City Limits Nissan

Setting up my appointment for my recall was quick and easy. When my driver arrived with our vehicle, she said she had a great experience. Emmanuel was helpful and informative. The service went so well, m easy. When my driver arrived with our vehicle, she said she had a great experience. Emmanuel was helpful and informative. The service went so well, my division in Austin wanted me to schedule another vehicle at this location instead of another dealership. More

We’ve been loyal customers since purchasing our Nissan Pathfinder, and until today, the service department has consistently been great—friendly, helpful, and actually aligned with what you’d expect from a Pathfinder, and until today, the service department has consistently been great—friendly, helpful, and actually aligned with what you’d expect from a service team. Today completely unraveled that. We had a scheduled appointment and had already mentioned ahead of time that our windshield washer pump wasn’t working. When we arrived, the service advisor (another Jay—not the service manager listed online) made it clear from the very first second that helping us was going to be a burden. No greeting. No acknowledgment. Just a sigh and a “Yeah?”—as if we were interrupting something far more important than, you know… his job. From there, every interaction felt like we were inconveniencing him by existing. We were asked questions that had already been covered when scheduling, and when we mentioned the washer issue, we were immediately hit with: “That’ll be $200 for a diagnostic.” No explanation, no context, no attempt to guide—just a number. When we asked if it might be covered under warranty (a pretty reasonable question for people who don’t work there), his response was: “How would I know that?” —followed by a scoff. That wasn’t just unhelpful—it was straight-up disrespectful. At that point, it was clear we weren’t dealing with someone interested in helping customers, but someone committed to making sure we felt like we didn’t belong—and that we should somehow know better than to ask a service advisor questions about service… and heaven forbid, warranty coverage. We went to the waiting area and literally looked at each other like, did that just happen? After a few minutes of comparing notes, we both came to the same conclusion: this wasn’t worth it. Not the time, not the energy, and definitely not the attitude. So we made a very intentional decision to leave. And somehow, it still got worse. We told him we were leaving. His response? “K. Keys are in it.” And he walked off. No follow-up. No concern. No attempt to retain a customer. Nothing. Then, trying to exit the service bay (which, shockingly, we don’t have a map of), we asked how to get out. Instead of answering, he responded with a sarcastic question back—as if we should already know the layout of his workplace. At that point, yes—I lost my patience. Because all he had to do was answer a simple question. That’s it. Instead, it turned into attitude and escalation. His response? “You’re not going to talk to ME like that.” And fair enough—I wasn’t being nice at that point. But it wasn’t for no reason. What stood out more than anything is that this didn’t feel like a bad day for him—it felt like a pattern. The kind of behavior you only get comfortable with when you’ve been getting away with it for a while. The tone, the dismissiveness, the way he looked at us—it all screamed that this is how he regularly treats customers. Thankfully, another team member, Emmanuel, stepped in and handled things professionally. He was respectful, helpful, and exactly what you’d expect from someone in a customer-facing role. But by then, the damage was already done. Because now the question is: if this is how customers are treated upfront, what confidence are we supposed to have in anything happening behind the scenes? We won’t be coming back. And we’ll absolutely be sharing this experience with others. Because this wasn’t just poor service—it was a complete breakdown of it. Jay isn’t a service advisor. He’s a Non-Service Unadvisor—and a textbook example of how to lose loyal customers in under 10 minutes. And, it did. We will never return - and you have him to thank for that. More