Napa Nissan Inc - Service Center

This review is for their service department. Not Sales. I had a problem with my car stalling in which the car won't move even if you put the pedal to the floor. Then it loses electric power. Not Sales. I had a problem with my car stalling in which the car won't move even if you put the pedal to the floor. Then it loses electric power. There was no engine light lit. I have a personal OBD scanner and it showed issues with Transmission and camshaft. It was checked by another shop and they found no problems with the battery and alternator. They then recommended that it be seen by the dealer. So, I called Napa Nissan for a more thorough diagnosis. I explained to Scot, the shop advisor, what had happened and gave him the scanner codes. He said he was going to update me. I left the car in their shop on Wednesday. First day, no calls. Second day, I had to call them near 5pm because there was no update. Scot said they're still working on it. Third day, no update. Fourth day, a Saturday, I went to the shop to get something from my car and talked to Scot who said they are still working on it. I noticed my car was parked outside so I asked if they're still working on it why is my car outside and not in the shop. Scot said the Master Technician is off. And he said he was going to update me the following Tuesday. Monday, no updates. Scot said Tuesday, right? Tuesday, I drove there in the afternoon to check if my car was moved to the shop. Nope, still sitting on the same parking spot. I had to rent a car while my car is in their shop. 4 days nobody worked on the car. 4 days of false reassurance that they were still finding out what the problem is. At this time, I was irate. So, rather than confronting them personally I opted to call instead. I talked to a guy, who said It was Scot's day off, and that I had to wait the following day. So, I asked to speak to the Manager, and the guy said he is the manager, Chris. I asked him what's taking it so long to diagnose my car. And he said, he doesn't know. I pointed out the problems of why they didn't work on the car the past 2 business days. And he repeatedly says to talk to Scot - the shop advisor who said he was going to give me an update that very day ...and he's off. How convenient. This manager, doesn't know what's going on his department. And he has no authority to deal with complaints. A car left on his shop for 6 days should have red flags but no, this manager doesn't know and doesn't care. A week after I left my car to be diagnosed, I pulled my car out. With no diagnosis, I still had to pay them $220. Scot said they worked on the car for 3 hours but got nothing to show for it. He made excuses that there's only one master technician who had to work on other cars. Even made an excuse that he had an operation done . So, why the ruse of claiming they're still working on it. From Saturday to Tuesday nobody had worked on the car. If he had told me that Saturday they don't know what the problem is I could have had my car back and not rent a car for an additional 4 days. I find this dealer' service department poorly run. A master technician who can't diagnose a problem. They need a better expert mechanic. A shop advisor who doesn't know to give updates and makes bogus excuses. He could have told me that they don't know what the problem is and recommend other steps. A manager who has no clue what is under his nose and refuse to step in to correct a problem. I'm left with no clue how to deal with the problem. Today, my car stalled in the middle of traffic. Even though it was reported that the battery test, starter test, and alternator test results are normal I had to buy a new battery to patch up this car. Recommendation: If you bring your car to Nissan Napa for diagnosis of a problem, give them a day. On the second day, if they don't know what the problem is, pull it out. Chances are their master technician just doesn't know. And the callous attitude of the shop advisor and manager - stay away. More

The folks at Napa Nissan were very thoughtful and considerate. They made me feel welcomed, listened to my needs making purchasing my car easy. I will definitely return in the future. considerate. They made me feel welcomed, listened to my needs making purchasing my car easy. I will definitely return in the future. More