Nissan of Tustin

Nissan of Tustin responded

Thank you for your wonderful review! We're thrilled to hear that Valerie, Marco, and our sales manager made your car leasing experience enjoyable and straightforward. Your satisfaction is our priority, and we appreciate your trust in us. We look forward to serving you again!

Nissan of Tustin responded

Thank you for your fantastic review! We're thrilled to hear that Jeff provided you with excellent service and clear guidance. Our team is dedicated to helping our customers, and we appreciate your recognition of Jeff's efforts. We look forward to serving you again!

Nissan of Tustin responded

Thank you for your wonderful feedback! We're thrilled to hear that Talia made your buying experience so positive. Her dedication to listening and helping customers is truly valued. We appreciate your support and look forward to serving you again!

Nissan of Tustin responded

Thank you for your wonderful review! We're thrilled to hear that Natalia and the team made your truck buying experience so enjoyable. We strive to go above and beyond for our customers, and it's great to know we succeeded with you. Enjoy your new truck, and we hope to see you again!

Nissan of Tustin responded

Thank you for your kind words! We're thrilled to hear that Moe made such a positive impression. Our team strives to provide exceptional service, and it's great to know we succeeded. We appreciate your support and look forward to serving you again!

Nissan of Tustin responded

Thank you for your wonderful review! We're thrilled to hear that Talia provided you with great service and that you enjoyed your experience with us. We look forward to welcoming you back soon!

Nissan of Tustin responded

Thank you for your wonderful feedback! We're thrilled to hear that Natalia provided such exceptional service and made your truck buying experience enjoyable. Congratulations on your new vehicles! We appreciate your kind words and look forward to serving you again in the future.

Nissan of Tustin responded

Dear Mark, I’m truly sorry to hear about your experience at our service department. We strive to provide excellent service and respect to all our customers. Please reach out to me directly so we can address your concerns and make things right. Thank you for your feedback.

Nissan of Tustin responded

Thank you for taking the time to share your feedback. We sincerely appreciate your loyalty to the Nissan brand and are disappointed to hear that your experience at Nissan of Tustin did not meet your expectations. We would like to clarify a few details regarding the rearview mirror repair. The approximately 15-day timeframe was due to the replacement part needing to be ordered directly from Nissan Corporate, which has experienced delays in parts shipments. Unfortunately, these delays are outside of our dealership's control. Once the part arrived, the actual repair took approximately 15-20 minutes. Regarding transportation, our team explained the estimated repair time beforehand, and you agreed that you were comfortable waiting while the repair was completed. Given the short repair time, alternative transportation was not arranged. That being said, we sincerely apologize for your concerns regarding the vehicle's delivery condition, the floor mats, and your experience with the additional protection products and cancellation process. We understand how frustrating these situations can be, especially when purchasing a new vehicle, and we recognize that communication and customer service are just as important as the vehicle itself. We appreciate the opportunity you gave Nissan of Tustin and regret that we fell short of your expectations. Your feedback is valuable and will be shared with our team as we continue working to improve the customer experience. Nissan of Tustin Management Team

Manongerardo responded

Thank you for your response. However, I need to correct several inaccurate statements and address some important issues that your explanation conveniently overlooks. First, regarding the rearview mirror, I understand that replacement parts can be delayed by Nissan Corporate. But that is not the real issue. My question is: How did your dealership's multi-point vehicle inspection fail to identify a defective rearview mirror before selling and delivering the vehicle to me? Isn't that exactly what these inspections are supposed to prevent? The same question applies to the missing floor mats. How were these issues overlooked during your inspection and delivery process? Second, your statement that the mirror repair took approximately 15–20 minutes is misleading. I spent well over TWO HOURS at your dealership during that visit, not 15 or 20 minutes as your response might lead people to believe. Third, you have completely misunderstood my complaint regarding transportation. I did not request Lyft transportation during the mirror repair appointment. I requested transportation in connection with other visits when I needed to bring the vehicle in for service. These are two entirely different situations, and your response incorrectly combines them. Furthermore, your response refers to my experience as someone purchasing a "new vehicle." I purchased a USED vehicle from your dealership. This is another example of the lack of attention to detail that has characterized my experience with Nissan of Tustin. You also have not meaningfully addressed my concerns regarding the additional protection products, the cancellation process, and the overall condition in which the vehicle was delivered. I have been a loyal Nissan customer, but loyalty should not mean accepting poor service, inadequate inspections, or explanations that do not accurately reflect what happened. An apology is appreciated, but accountability and corrective action are what matter. Instead of simply explaining why these problems occurred or placing responsibility elsewhere, I would like to know what Nissan of Tustin intends to do to address these concerns. I hope your management team will take the time to review the actual facts before responding again. Thank you.

Nissan of Tustin responded

Thank you for your fantastic review! We're thrilled to hear that your experience was smooth and that Jeff made a positive impact. We appreciate your business and look forward to serving you again in the future!