I have been their service customer since 2012 and was happy with them until my last two visits. Second to last visit in early 2019 was due to excessive noise coming from my 2010 Murano (they changed oil and rotate tires a month prior to this visit). The service advisor said the noise was due to two of the front passenger wheel lug nuts missing and they installed new ones to remedy the problem. The car was not serviced by any other service provider so I have to assume the person rotated the tires forgot to install the lug nuts or did not tighten them enough so they eventually fell off.
The last visit on July 3rd is the reason for this review. My other Nissan, 2012 Z Roadster, started to make a helicopter like noise about two weeks before the service visit. Its convertible top had some wind noise and rattle issues as well as a loud pop noise while closing the top so I thought it would be a good time to have the dealer diagnose/fix all the issues. The car still has Nissan Gold Preferred extended warranty. Long story short, they claimed the helicopter like noise was due to a bent part under the car and everything else including the wind noise from the convertible top was either due to my bald tires or the old age of my car. Nothing was covered under warranty and they billed me about $300 in diagnostic fees.
I am not going to bore you with the details of the whole visit, but I will focus on the helicopter like noise as it was the main reason I took the car there. On the way home, I noticed the noise was still there so their diagnosis/fix of the issue was not successful. As mentioned above, they claimed a bent part was causing the issue. That part got bent about two years ago and was making a metal to metal rattle noise that was fixed at this dealer at the time so it had nothing to do with the current noise. I discussed this along with other issues with Rhonda C. and Jeff M. and they could not care less about hearing my input. They both said that I agreed to the diagnostic fees and they could charge me more if they wanted to. Yes, I agreed to the diagnostic fees as long as diagnostic is done properly. In this case, they misdiagnosed the issue so I expected a refund. Jeff M. said refund is not an option as the technician claims when he adjusted the part, the noise was gone. The interesting thing is that Jeff M. goes with what the technician claims even though I repeatedly informed him that the noise is not gone. He could just ask me to bring the car in to figure out if the noise was still present or not. Instead, Jeff M. said if I purchase new tires and if the noise is still there after that, then they will re-check the noise for free. I said purchasing new tires should not be a requirement for re-check as the diagnosis did not point to bald tires for the source of the helicopter like noise just to bent part. Anyways, I will have to seek third party help to get a refund and find another Nissan dealer for my current and future service needs. Thanks for reading.
In case the dealer responds to this review, everything I mentioned here is true and they can confirm with Al (bent part) and Rob (lug nuts) so please do not accuse me of being misleading or inaccurate.