Texas Nissan of Grapevine - Service Center

Lost for Words My experience has been more than abhorrent, for both occurrences (June 4, 2020, and June 10, 2020). I am lost for words. As a personal analysis, the p My experience has been more than abhorrent, for both occurrences (June 4, 2020, and June 10, 2020). I am lost for words. As a personal analysis, the poor customer service received by Texas Nissan of Grapevine Representatives is a reflection from a lack of knowledge, and not enough experience (from the License Tech Inspector to the Service Advisors). When it comes to presenting excellent customer service, it’s not a rush process; the Nissan representatives should not place other customers’ vehicles before a customer (which my vehicle had arrived several days before others), for several days then from a lack of knowledge and lack of attention provides the customer with a diagnosis on the 5th day of having my vehicle, that was suggested by me (the customer), on the first day of drop-off. Later to determine not to be the solution to the problem. Nevertheless, in spite of the incorrect diagnosis by the License Tech Inspector, I was still charged a diagnostic-check fee and an indication of a dishonest complimentary automated exterior car wash (Invoice #444258). The purpose of a customer to have trust in a Nissan Service Department is because the customer feels that the Nissan Dealership should have top knowledge License Tech Inspectors within the areas of the product that it manufactures. My vehicle remained at the Texas Nissan of Grapevine for five days where it did not receive attention until the 5th day. Upon my arrival to pick up the vehicle on the 5th day, I was informed by the Service Advisor (Joe Arriaga), that the mechanical tech inspector, himself, and another employee had all test-driven my vehicle and the problem had been resolved. After I drove the vehicle, I determined that the issue had NOT been fixed. I contacted the Service Advisor via text messaging to notify him of my findings, and that I would be returning the vehicle due to their diagnostic check not resolving the problem. After returning my vehicle to Texas Nissan of Grapevine, I decided that I would remain at the Dealership this time, in order to provide effective communication and transparency with the Mechanic. When I informed the Service Advisor (Nick Keto), of my decision to remain at the dealership and not drop-off the vehicle for the 2nd time, I was informed that the Mechanic Tech Inspector (Jose Garza), said that from his second diagnostics check, he and Service Advisor (Nick Keto), are now reviewing the spark-plugs on my vehicle, but one of the spark plugs appear to be “seized/cross-threaded” within the Cylinder Head. In addition, I was informed by Nick that the Mechanic Tech Inspector will need to remove the Spark Plug in Cylinder 5 (although the Mechanic Tech Inspector had indicated Cylinder Number 3 Spark Plug on the Invoice #444710), in order to proceed with the diagnostics check. Due to the force that may be taken to remove the “seized/cross-threaded” Spark Plug, it could break while removing it from the Cylinder Head which will cost me an additional $1,847.87. I requested that the Mechanic Tech Inspector replace my vehicle back in a drivable condition so that I could leave. I contacted the Mechanic that had conducted a tune-up (spark-plugs, wires, rotor, distributor cap, PCV), two-weeks prior to taking my vehicle to Texas Nissan of Grapevine. The Tune-up mechanic easily removed the Spark Plug from Cylinder 5 and Cylinder 3, without hesitation, nor witnessing any difficulties from a “seized/cross-threaded” Spark Plug that I’d once again been notified of an INCORRECT diagnosis by the Nissan Mechanic Tech Inspector and Service Advisor. There’s a disconnect between what businesses know about delivering exceptional customer service and what they achieve. What’s behind the disconnect? Lack of knowledge about how to design and deploy a new customer service strategy with current resources is the primary culprit. What’s needed is a way to ensure that customers and employees both have an excellent communication experience that is painless, proactive, personalized, and productive. More

Always Got Five Star Service at Texas Nissan Grapevine I bought my Nissan Altima from this dealership in 2011, Its been 9 Years now, I cannot think of going anywhere else apart from this dealership. The l I bought my Nissan Altima from this dealership in 2011, Its been 9 Years now, I cannot think of going anywhere else apart from this dealership. The level of maintenance i got from this dealership is unmatchable, I just followed regular maintenance's recommended to me, NEVER had any major issue with my car. My car still sound like brand New car. I must give credit to Mark Topham, He is Director Service department, I always found him very co-operative,He knows how to make customers happy. He is a big reason i stuck to this dealership. Bret Palmer is senior Service advisor, He is awesome too. He always had honest recommendations to make to customers. Never get disappointed from this dealership.I I even take my second car (Honda Pilot) to this dealership as i know they are the one of the best Service places in DFW. More

Buyers Beware Texas Nissan of Grapevine admitted it was their fault for burning up our car after an oil change. What they didn’t do was make it right afterwards. Texas Nissan of Grapevine admitted it was their fault for burning up our car after an oil change. What they didn’t do was make it right afterwards. The owner of the dealership laughed in our face after asking him to please make this right. The owner said he’s a business man and will not lose money on this and tried to sell us a car at full price with no discount. He had no remorse or care about the stress of having to purchase another car when we had ours almost paid off. We had to except the insurance money which didn’t even cover a good used car. Then that put us out thousands of dollars during the holiday season. The owner of Texas Nissan in Grapevine doesn’t care about his customers; it’s all about the money. Please share!! More

Worst experience I’ve ever had Every time I would take my car or something oil change for fixing it will come up with something else today the last String they told me hundred per Every time I would take my car or something oil change for fixing it will come up with something else today the last String they told me hundred percent fix the car I need it tomorrow did not happen More

Service was awesome First time bro going my car into service. I worked with Joe and he did a great job. I just came in for an oil change and tire rotation. Joe made sure First time bro going my car into service. I worked with Joe and he did a great job. I just came in for an oil change and tire rotation. Joe made sure everything was done in a timely manner and if had them wash and vacuum my car. Really enjoyed my visit! Thank you Joe! More

Spectacular Everyone was very nice.The girl at the cashier desk was super nice & funny. Shaun really helped me and kept me informed about my vehicle Everyone was very nice.The girl at the cashier desk was super nice & funny. Shaun really helped me and kept me informed about my vehicle More

Service Came to get my car service with Joe! He did a great job! I was told that it would take a few hours but ended up being done faster! They are always ver Came to get my car service with Joe! He did a great job! I was told that it would take a few hours but ended up being done faster! They are always very kind and considerate of my time! Great customer service! Thank you Joe!!! More

Leasing agreement was not correct after we signed papers We leased our Altima in December 2017. We told the finance manager at the time that we did not want the Premium Warranty since this was a 3 year leas We leased our Altima in December 2017. We told the finance manager at the time that we did not want the Premium Warranty since this was a 3 year lease; but we did want the oil change/oil filter/tire rotation plan. This past May we had our car serviced for the first time - my husband was told after the service was completed (it took over an hour) that we did not have the Oil/tire rotation plan, we had the Premium Warranty. I called immediately and spoke with Cody in the service department, because I wanted to be reimbursed for the charge because the agreement we signed was obviously changed, he directed me to the finance department and after reviewing our file, they agreed that the lease agreement we had signed was incorrect. But they told me they would need to get back with me. After waiting 2 days for a return call, I went to the dealership and asked to speak to someone. Once more there was a finance gentleman who took my information, made copies of the service bill,( that we had to pay for), and said he would get back with me. I never heard from anyone. Yesterday I called and spoke with Elsa Prada, she told me that we could have a principal reduction but nothing else. I told her NO, that I wanted our money back. She told me she needed to go to her finance manager and she would get back with me. After calling Elsa 3 more times, each call went to voice mail and still no reply. I DO NOT RECOMMEND ANYONE TO THIS DEALERSHIP DUE TO POOR CUSTOMER SERVICE AND MANAGEMENT NEEDS TO BE MORE EFFECTIVE. More

Terrible customer service; ridiculous waiting I have been going to this dealership, on and off for over 7 years. I somehow have been influenced by the myth that a dealership service center knows I have been going to this dealership, on and off for over 7 years. I somehow have been influenced by the myth that a dealership service center knows your car better than anyone. This last appointment has now put me over the edge to never come back. I waited 4 hours (7a-11a) to have a service center lead tell me what I already knew about a dashboard light. Never once did he come to update me on any progress and he brushed off my wasted time by trying to defend that “it took them some time to diagnose”. 4 hours??? If that is acceptable wait times for this dealership, coupled with a terse look I was given by the lead when I told him I was not going forward with the repair, and you have finally given me a reason NEVER to return. And that’s how I am rewarded by being a customer of 7 years. Though this was not the first time this place made me wait induely and I have dealt with poor professionalism by their service center employees. It’s unacceptable. More