Nissan of South Bay - Service Center

Nissan of Torrance responded

Hello Jeanette, thank you so much for taking the time to write a review! We are so glad that we were able to go above and beyond your expectations! We hope to see you soon! Kind Regards, Elizabeth Reyes Customer Relations Manager

Nissan of Torrance responded

Hello Kristopher, we regret to hear that your experience with us was not a more positive one. Our technician did run a diagnostic test and determined a thermostat was needed, please keep in mind that your vehicle was in need of extensive work outside of your initial concern. We replaced the thermostat with your approval and the vehicle was operating as intended after repairs, so we delivered the vehicle. As per your Advisor, your vehicle was brought back a 2nd time shortly after the thermostat repair, the technician was then able to isolate the concern to the radiator and a/c compressor. At the time those were the failure points causing the issue with your vehicle overheating, therefore we needed to rule that out prior to any other repairs. Vehicle was then driven off operating as intended. A few weeks go by, and your vehicle is towed back in, so we definitely understand your frustration; however, given the age and unknown condition and history of the vehicle it unfortunately was a trickle down, as we fixed one issue and another would arise. On your last visit we did not charge for diagnostic, we found that the engines head gasket was blown, therefore had to recommend the new engine. This was not the first failure point so we couldn’t isolate the issue to the head gasket until the other items were fixed. We are truly sorry that we could not make this experience a better one for you; however, our team did try to do right by you. Offering to have you trade in the vehicle wasn't to add insult to injury, it was to get you out of a vehicle that will likely need an extensive amount of work to function properly. Our intention was never to upset you or insult you in anyway. We value all of our customers. We wish you the best of luck. Kind Regards, Elizabeth Reyes Customer Relations Manager

Kristopher Kirchner responded

IF MY VEHICLE WAS IN NEED OF EXTENSIVE WORK OUTSIDE MY INTIAL CONCERN, WHY WAS I NOT TOLD THIS AFTER THE INITIAL DIAGNOSTIC!!! After the initial repair (thermostat), my car overheated within the hour, and I had to pay 150$ for a tow back to the dealership. After 2000$ in repairs were done the second time, I drove the car approximately 300 miles, the engine began overheating again, so paid another 140$ to tow it back to shop, where I was told that I had a blown gasket. When I first brought the car in, I was told that the service station had performed a compression test and that my engine was good: that it was the cooling system that was responsible for the overheating issues. If a compression test had truly been done, I would have been informed of a bad engine and would have forgone 3000$ in repairs, 300$ in tows, 400$ in registration and smog, and saved myself a bunch of money. Thank you for telling me that your service department ran a diagnostic yet forgot to mention my engine was bad and that the repairs would cost more than the car is worth. This is an example of getting a customer so invested in repairs that he feels like "he has to see it through because of all the money he's already put in." Which is unethical and bad business.

Nissan of Torrance responded

Hello Patty, thank you; we appreciate your excellent feedback! It is great to hear that we are the BEST! Until the next time we meet, take care! Kind Regards, Elizabeth Reyes Customer Relations Manager

Nissan of Torrance responded

Hello, reviews like this give us motivation and help us ensure we provide high-quality care. We do hope we can be of assistance in the future. Take care! Kind Regards, Elizabeth Reyes Customer Relations Manager

Nissan of Torrance responded

Hello Timothy, we are so happy to read such a great review about Nissan of Torrance! Thank you again for letting our team know how we did! We look forward to helping again in the future. Take care! Kind Regards, Elizabeth Reyes Customer Relations Manager

Nissan of Torrance responded

Hello, we regret to hear that your recent experience was anything less than exceptional. It appears there may have been a misunderstanding regarding how the tire maintenance plan operates. The plan is designed to cover certain type of tire repairs and replacements; however, it's important to note that the maintenance plan provides reimbursements for eligible repairs, customers are typically required to pay upfront at the time of the repair. Once you pay for the repair, you can submit a claim through your tire maintenance plan. This process usually involves providing the necessary documentation such as repair order. We strive to make this process as straightforward as possible, and we are here to assist you if you have further questions. We also spoke to Consumer Affairs and explained the process. Kind Regards, Elizabeth Reyes Customer Relations Manager

Nissan of Torrance responded

Hello, thank you for the high star rating and excellent feedback! We are happy to hear that you enjoy servicing your vehicle at our dealership. We look forward to your next visit! Take care! Kind Regards, Elizabeth Reyes Customer Relations Manager

Nissan of Torrance responded

Hello, thank you for your kind review; we are happy to pass along your comments to the team here at Nissan of Torrance! We're looking forward to your next visit with us! Kind Regards, Elizabeth Reyes Customer Relations Manager

Nissan of Torrance responded

Our team strives to deliver an excellent experience and are glad you found this to be the case during your visit. We sincerely thank you for the positive review and look forward to seeing you again soon! Kind Regards, Elizabeth Reyes Customer Relations Manager

Nissan of Torrance responded

Hello Cyntia, we're happy you found our staff to be so supportive during your experience here at Nissan of Torrance. Thank you again for letting our team know how we did! We look forward to helping again in the future. Take care! Kind Regards, Elizabeth Reyes Customer Relations Manager