Emmanuel Soto | Page 2

We’ve been loyal customers since purchasing our Nissan Pathfinder, and until today, the service department has consistently been great—friendly, helpful, and actually aligned with what you’d expect from a Pathfinder, and until today, the service department has consistently been great—friendly, helpful, and actually aligned with what you’d expect from a service team. Today completely unraveled that. We had a scheduled appointment and had already mentioned ahead of time that our windshield washer pump wasn’t working. When we arrived, the service advisor (another Jay—not the service manager listed online) made it clear from the very first second that helping us was going to be a burden. No greeting. No acknowledgment. Just a sigh and a “Yeah?”—as if we were interrupting something far more important than, you know… his job. From there, every interaction felt like we were inconveniencing him by existing. We were asked questions that had already been covered when scheduling, and when we mentioned the washer issue, we were immediately hit with: “That’ll be $200 for a diagnostic.” No explanation, no context, no attempt to guide—just a number. When we asked if it might be covered under warranty (a pretty reasonable question for people who don’t work there), his response was: “How would I know that?” —followed by a scoff. That wasn’t just unhelpful—it was straight-up disrespectful. At that point, it was clear we weren’t dealing with someone interested in helping customers, but someone committed to making sure we felt like we didn’t belong—and that we should somehow know better than to ask a service advisor questions about service… and heaven forbid, warranty coverage. We went to the waiting area and literally looked at each other like, did that just happen? After a few minutes of comparing notes, we both came to the same conclusion: this wasn’t worth it. Not the time, not the energy, and definitely not the attitude. So we made a very intentional decision to leave. And somehow, it still got worse. We told him we were leaving. His response? “K. Keys are in it.” And he walked off. No follow-up. No concern. No attempt to retain a customer. Nothing. Then, trying to exit the service bay (which, shockingly, we don’t have a map of), we asked how to get out. Instead of answering, he responded with a sarcastic question back—as if we should already know the layout of his workplace. At that point, yes—I lost my patience. Because all he had to do was answer a simple question. That’s it. Instead, it turned into attitude and escalation. His response? “You’re not going to talk to ME like that.” And fair enough—I wasn’t being nice at that point. But it wasn’t for no reason. What stood out more than anything is that this didn’t feel like a bad day for him—it felt like a pattern. The kind of behavior you only get comfortable with when you’ve been getting away with it for a while. The tone, the dismissiveness, the way he looked at us—it all screamed that this is how he regularly treats customers. Thankfully, another team member, Emmanuel, stepped in and handled things professionally. He was respectful, helpful, and exactly what you’d expect from someone in a customer-facing role. But by then, the damage was already done. Because now the question is: if this is how customers are treated upfront, what confidence are we supposed to have in anything happening behind the scenes? We won’t be coming back. And we’ll absolutely be sharing this experience with others. Because this wasn’t just poor service—it was a complete breakdown of it. Jay isn’t a service advisor. He’s a Non-Service Unadvisor—and a textbook example of how to lose loyal customers in under 10 minutes. And, it did. We will never return - and you have him to thank for that. More

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It took 4 days to diagnose my vehicle, car was filthy when I picked it up. when I picked it up. More

by pmercado07 Verified Customer Verified Customer

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I am very appreciative of the fact that I was provided with a loaner car to hold me over until my car was repaired! I am disappointed in the speed and grace with which Nissan handled the whole affair. It with a loaner car to hold me over until my car was repaired! I am disappointed in the speed and grace with which Nissan handled the whole affair. It should not take a month to get a car diagnosed. If this is the support that Nissan shows for their electric customers then you should really step it up. I hope new leaf 2026 leaf owners don't have to deal with delays. More

by N.Rodrigueziii Verified Customer Verified Customer

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I appreciated how I was constantly updated about when my car was being worked on, as well as what they discovered through the helpful video. When I called back for questions, my call was immediately answere car was being worked on, as well as what they discovered through the helpful video. When I called back for questions, my call was immediately answered or transferred to the correct person. The final touch was when I pulled into the City Limits Nissan parking lot and saw my car up front, ready for pickup. Overall, the service was excellent! More

by BMARTENS999 Verified Customer Verified Customer

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Love our trucks and this dealership! Great sales and great service! We will be back! Great sales and great service! We will be back! More

by spesl Verified Customer Verified Customer

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The person who send me the video was really good at his job , very helpful job , very helpful More

by laurad_lpu Verified Customer Verified Customer

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Issue was solved in a timely manner. They were quick to get my car back. They were quick to get my car back. More

by DENISEH93 Verified Customer Verified Customer

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Every time I bring my vehicle here, it feels like they try and talk me out of leaving my vehicle. I was told this time it takes 3 days for a ev tech to even look at my vehicle. I said well I can bring i try and talk me out of leaving my vehicle. I was told this time it takes 3 days for a ev tech to even look at my vehicle. I said well I can bring it back in three days. The response was, that’s not the way it works. More

by Atxvogang Verified Customer Verified Customer

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Thank you very much for your work and support during my last visit. I asked for my vehicle battery to be changed, and Mr. Soto took it to the back to have it replaced. However, the key still indicated that last visit. I asked for my vehicle battery to be changed, and Mr. Soto took it to the back to have it replaced. However, the key still indicated that it was not changed. Overall, I chose your location for my vehicle service. More

by julie.lynncarswell Verified Customer Verified Customer

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Emmanuel was great. The only downfall was that the machine for the state inspection was down. It’s nice to be able to get things done all at one place rather than have t The only downfall was that the machine for the state inspection was down. It’s nice to be able to get things done all at one place rather than have to go several places. More

by ELGAL76 Verified Customer Verified Customer

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