Loyalty Nissan Richmond

I purchased a certified used SUV from Loyalty Nissan on 12/20/2025, and this has been one of the most disappointing and frustrating customer experiences I have ever had. The day after the purchase, I wa 12/20/2025, and this has been one of the most disappointing and frustrating customer experiences I have ever had. The day after the purchase, I was contacted by the dealership and told the vehicle should not have been sold yet because it had not been serviced. I was informed the work was a one/two day job, however they kept my vehicle for almost two weeks. After finally receiving the vehicle, I later discovered I had been overcharged by $100. I contacted the finance manager, Shania, who verbally confirmed the amount on my paperwork was incorrect and acknowledged the overcharge. Instead of addressing the issue professionally, I was told she was going on leave and that I needed to send proof immediately if I wanted it corrected. I did exactly that. On 12/31, Shania emailed me confirming that a refund had been issued and provided a new point of contact, Evelyn. As of today, 1/31, I still have not received any refund. Evelyn now claims she has no knowledge of this issue and has stated that no refund will be issued, despite the documented email confirmation. The lack of accountability, transparency, and communication is unacceptable. This dealership admitted the error in writing and is now refusing to honor it. I feel misled and taken advantage of. I would strongly advise anyone considering Loyalty Nissan to proceed with extreme caution. Keep detailed records of everything and do not rely on verbal assurances. Based on my experience, I do not trust their business practices and will be escalating this matter further. More

I had a great and excellent service from Mr. Roger Hodges in my first visit. I have little knowledge about cars and so he made sure i understood well on what he needs to do in my car by explaini Roger Hodges in my first visit. I have little knowledge about cars and so he made sure i understood well on what he needs to do in my car by explaining it thoroughly. I probably go back in there. More

Rodger Hodges is always so help full. He always help me get my service needs met He always help me get my service needs met More

I’ve been going to Loyalty Nissan ever since it was Priority Nissan. The sales people & the service staff are outstanding. They go over & above to satisfy the needs of the customer. Keep up the great w Priority Nissan. The sales people & the service staff are outstanding. They go over & above to satisfy the needs of the customer. Keep up the great works you are doing LOYALTY NISSAN😊😊 More

Phil Wood did an excellent job of getting me in and out for my oil change for my oil change More

I worked with Vincent Gibson and he was awesome! He definitely heard my concerns and delivered on exactly what I was looking for. Very detailed in explaining everything to me! He even took time th He definitely heard my concerns and delivered on exactly what I was looking for. Very detailed in explaining everything to me! He even took time the next day to walk me through all the features again. He was patient with me as I processed all the information, which can be very overwhelming. Any of my friends or family, that is looking to buy a car...I would definitely recommend Vincent!! Thank you again for making my car buying experience wonderful!! More

Mohamad, was eager to assist me with the purchase of a new vehicle. He answered all my questions and if he couldn't he found someone who could. I decided not to purchase my dream vehicle and went with the new vehicle. He answered all my questions and if he couldn't he found someone who could. I decided not to purchase my dream vehicle and went with the most reliable source of Loyalty Nissan instead - lifetime warranty, plus WRAP - how could I go wrong? More

Stephanie B, she is always informative & takes the time to listen to your complaints. I know personally if your warranty is in effect, she’ll make sure your warranty is applied. She’s 100% reliable & you c to listen to your complaints. I know personally if your warranty is in effect, she’ll make sure your warranty is applied. She’s 100% reliable & you can rest assured she’ll represent you well with the technician. She works hard to see your automobile is delivered on time. She has been my customer service representative for several years by request! More

Loyalty Nissan is the best dealership is the best that I have ever dealt with. They go above and beyond to give you the you the best possible deal and discounts and they are very military and veteran friend have ever dealt with. They go above and beyond to give you the you the best possible deal and discounts and they are very military and veteran friendly. Our agent, Kevin Collins, was excellent. He connected with us on a personal level. We shared many personal stories with each other which helped pass the time while management worked their magic and made the experience that much better. Kevin is a true asset to Loyalty and and a friend to his customers. Thank you Kevin. Loyaty has earned my business for many years to come. More

Went to dealership for a oil change and Pandora thomas was excellent to work with. Pleasant and informative. Highly recommended. was excellent to work with. Pleasant and informative. Highly recommended. More