I had an extremely frustrating experience with this - Josie
I had an extremely frustrating experience with this dealership and would not recommend their service department.
My 2012 Nissan had a Service Engine Soon light, so I first took it to my trusted independent mechanic. They diagnosed the issue at no charge and determined that my car needed the software update described in TSB NTB12-001, which can only be performed by a Nissan dealership. Before making my appointment, I specifically called and explained that I already had this diagnosis and wanted the TSB update performed.
When I arrived for my 9:00 a.m. appointment, I again explained that I was there for the TSB update. I even provided the written diagnosis from my mechanic, watched the advisor staple it to the paperwork for the technician, and was told there would be a $200 diagnostic fee that would apply toward the repair if I had the repair completed there.
The next day, instead of simply performing the update I had requested, I was told I needed a new O2 sensor first and then the update. This didn't make sense because the sensor had been replaced less than a year ago. I called my original mechanic, who confirmed that the TSB procedure is to perform the software update first and only replace the sensor if the problem persists afterward.
I called the dealership back and repeatedly requested that they perform only the update. I was repeatedly told I would be wasting my money and that it wouldn't fix the issue. I understood their opinion but wanted the update anyway.
Throughout this process, communication was incredibly poor. I requested a written estimate multiple times over two days, both by phone and email, and despite repeated promises that it would be sent, I never received one before the work was completed. I also had to repeatedly call for updates because no one proactively communicated the status of my vehicle. The entire process took over 50 hours.
On Wednesday morning, after I emailed explaining that I needed my car back by 2:30 p.m. so I could get to work, I was simply asked, "Is there somewhere you need to be?" I found that response unprofessional given that my car had already been there for more than two days.
When I picked up my car, I was finally told the update cost $413. I then asked why the $200 diagnostic fee wasn't being applied toward the repair as I had been told when I dropped the car off. I was told the update was "unrelated" to my original check engine light issue, even though the update was the entire reason I scheduled the appointment and was exactly what I had requested from the beginning.
To make matters worse, I was told the warning light had already come back on and that I still needed the O2 sensor replaced. However, after leaving the dealership, the Service Engine Soon light has not come back on, and the update appears to have resolved the issue. After explaining how the communication was poor, they ended up changing the price to $306. They also printed the wrong TSB for me when I requested documentation.
The biggest issues weren't the cost—they were the lack of communication, failure to provide a written estimate despite repeated requests, failure to listen to what I had requested from the very beginning, and the disagreement over the diagnostic fee. I expected much better service from a Nissan dealership, especially for a manufacturer-issued technical service bulletin.
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