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Verified Reviewer
Junior Reviewer

Repair not completed/Bad communication

On Thursday April 28 my daughter had an appointment at Trophy Nissan Mesquite at 10:15 because the AC was not blowing cold air. She was told by Guerrmo that the car would be diagnosed, and we would be called with what they found. The next day I called the dealership to speak to Guerrmo and was told that the car was 3rd to be diagnosed. I say we brought the car in yesterday you never mentioned that it would be over 24 hours to be diagnosed. I asked why I wasnt called. He said I had nothing to update so I would have been called just to say Hello. I felt that comment was ill placed since I was upset that the car was still not diagnosed, and I had to call for an update. Around 4pm on Friday I picked up the car and paid $159.99 for the diagnose. I was told that they found nothing wrong, and they tested for leaks and added refrigerant. When I was driving home, I tested the AC, and it was still not blowing cold. I immediately called the dealership and asked for a manager. I spoke to Michael, he told me to bring the car in on Saturday and he would push the car through. I mentioned that my daughter must go back to Houston on Sunday, so I needed the car today. They provided me with a rental. Michael called and told me that they had to replace the compressor and O ring and he would have it ready for me today. I was called around 3pm in the afternoon to pick up the car. Michael provided excellent communication when I asked for an oil change and alignment. When I picked up the car on Saturday, I again tested the AC, and it was cooler. The next day, Sunday my daughter left to go back to Houston. I check with her on the drive home, and she said the AC was not blowing cold air. Monday morning, I called Trophy Nissan and asked for Michael he was off, I was transferred to Alyssa. I explained the issue that the AC was still not working, and the car was in Houston. I asked if she could contact the dealership in Houston to at lease explain what Trophy Nissan found during the diagnosis and provide my daughter with a point of contact who was aware of the issue. She explained that the dealerships were individually owned, and I said I understood but I just wanted my daughter to have a name as a point of contact especially being a young adult at a car dealership (not to be taken advantage of with the repairs). Alyssa said she could not do but she would email her contact information that I can give to the dealership for them to call her. Email was not sent until I called Tuesday morning. So Tuesday morning my daughter goes to Central Houston Nissan and was serviced by Chris. The car was diagnosed again, and they found that in the fuse area of the car there was a fuse that was out. They replaced the fuse (free of charge) and tested the car for 30-45 minutes to test the AC. Cost for the diagnosis $215.00. The car is finally working!! I called Trophy Nissan again and spoke to the GM Pansy explained the issue again she said the compressor has no fuse. I clarified that Chris said the area of the car that has the fuses. It told her 2 days to get back to me, I asked her why this wasnt tested and found at this location she said it was two separate repairs. This makes no sense because it was the AC one issue that needs to be fixed The issue I have is that the car was mis-diagnosed twice with Trophy Nissan and not fixed to be diagnosed again and working. Wasting 3 days (Thursday, Friday, and Saturday) to have the car not working. I do not feel that the car was tested to know that the AC needed more work, and I am out $375.00 for work that was not completed. I want a refund I also filed a complained to Nissan corporate office. This is the 2nd car I purchased from this dealership with extended warranties. It will be the last car I purchase from this location!!! This is not the first bad customer service, bad communication service I received from this location.

User's recommendation: Test your car before you leave the dealership.

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ID
#3546669 Review #3546669 is a subjective opinion of poster.
Location
Mesquite, Texas
Pros
  • Location
Cons
  • Delay reply
  • Bad communication
  • Not verifiy the repair is complet
Loss
$375
Preferred solution
Full refund

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Verified Reviewer
New Reviewer

Poorly management

Trophy Nissan - Poorly management
Trophy Nissan - Poorly management
The scandalous behavior of Trophy Nissan is good reason that no single Nissan owner should frequent this business. They stole my money and did not take responsibility for the inferior quality work they did which has costed me over $1000 in out of pocket costs. An honorable business would have acknowledged their error and compensated me for their mistakes. Here is what happened: Before I left for my summer vacation to South Carolina (road trip) I went to Trophy Nissan and got engine oil change, transmission oil change and 1 brand new tire (covered by insurance) for my Armada also paid for an alignment with a 1-year warranty. Once I reached South Carolina, I realized that the tires were wearing off like crazy. I called Trophy Nissan and they asked me to bring it over their shop, yeah right, I was in south Carolina. That meant that I had to buy 2 extra tires to return home. So when I got back, these 2 new tires were completely bald and I took it to Trophy Nissan. They hemmed and hawed and redid the alignment and made me pay for one of the tires again. After another 800 miles, the tires wore out again. I took it back and this time they really found the root of the problem during the alignment, they had to replace a Bolt link, Dice Eccentric and Eccentric Bolt/Washer which they had not done properly in the first instance. Now that the problem is fixed they are refusing to replace the 2 tires that were damaged by their (second) poor alignment workmanship. Right now my car needs another 2 new tires to replace the ones that have been damaged. This is a company that everyone should stay away from. They do not honor their word or the quality of their service work. The shockingly poor quality of their work is one thing. Acknowledging their responsibility for costing me 4 new tires is unforgivable. Trophy Nissan and their Assistant Service Manager Slatinsky should be boycotted by every single Nissan owner. Such behavior should not be rewarded, in fact it should be punished. There are multiple honorable Nissan dealerships in town that you should frequent instead.
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ID
#2929350 Review #2929350 is a subjective opinion of poster.
Loss
$1000
Preferred solution
Let the company propose a solution
New Reviewer

SOLD ME A LEMON

Absolutely DO NOT recommend this place. Sold me a car that could have broken down on me. They sold me a 2010 Dodge Caliber that had a messed up motor that was leaking oil & the right side reverse light was out. They tried to cover it up 2 weeks after I got the car that all of a sudden the bank said my parents didn't qualify & they said they had to keep the car. Yeah right, you *** sold me a bad car & you're trying to cover it up. You're all crooked & you haven't heard the last of me (:
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ID
#442331 Review #442331 is a subjective opinion of poster.
Location
Mesquite, Texas
New Reviewer

Customer Service - NIL

Took car in on a Saturday without an "appointment" and was told by "Carl" I would be called on Monday with what was wrong. 6:00 Monday, I'm doing the calling and am told by "Carl" my car would be ready mid-morning on Tuesday and he would call and let me know. 5:00 and 6:00 Tuesday evening I am again calling and speak to NO ONE even though a "priority message" was supplied to one of their customer service engineers. (JOKE-there is no customer service) After five (5) phone calls, two of which their customer service personnel hung up on me after I stated I would not get off the phone until I talked to someone who could tell me about my vehicle. (Thanks Joshua and Stanley for the disconnect.) Isaac told me he would forward my information to "Carl's" supervisor and I should hear from him shortly after 9:00 a.m. on Wednesday. True to Isaac's word, Carl did call to tell my husband my car would be ready today (Wednesday) and he would call when it was ready. It's after 9:00, still no call and STILL NO VEHICLE. If you are planning on purchasing a new vehicle and want a place that will provide customer service, Trophy Nissan is NOT THE PLACE! THINK and MAKE A BETTER CHOICE IN CHOOSING YOUR DEALERSHIPS...once again, I am sorely disappointed with the personnel. FROM #1 to ZERO IN CUSTOMER SERVICE--BUYER BEWARE!!!!
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1 comment
#709605

Thursday came and, once again, I had to call to find out the status of my vehicle. "Carl" no longer works at this customer service center and though I'd like to say Carl is to blame, that is absolutely NOT the case.

From the individuals who answer the phone and hung up on me when requesting to speak to anyone who could verify the status of my vehicle, to finally finding out the status of my vehicle...CUSTOMER SERVICE was NOT PRESENT! BEWARE of this dealership if you want real service...they are only in the business to sell vehicles!

ID
#434951 Review #434951 is a subjective opinion of poster.
Location
Dallas, Texas
Loss
$500
New Reviewer

Bought (We Thought) A new car and asked to bring it back!

Update by user Aug 02, 2013

The car was returned and my son went to a diffrent dealership and bought a new car on his own... Was financed on his own and now is driving a nice car from a great dealership!!!!

Original review posted by user Jul 02, 2013
Hello, My son bought a brand new car from this dealership,after signing all the paperwork and driving off in his new car, he received a phone call saying to bring the car back, that the financing did not go thru!!! But it took him a week for them to find financing for this car, I told him to just make them wait until they had the financing done. Which he did, it took them 5 days, with us co-signing..(Which I just bought 2 brand new cars with no money down) Which means I have very good credit! I told him not to take the car back, to put it in his garage.. Until we get it worked out, since the dealership (Bryan Smith) said they were going to repo it!!! A dealership should NEVER let a car go off the lot without financing!!! This is a fraud!!! Called the Yo-Yo deal!!! I have contacted a lawyer.. And will deal with this dealership where it hurts them and that's the pocket book!!! If all else fails.. I will send a letter to the newspapers.. the local radio station.. and TV stations, and see how they would like the negative advertisement!!!
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2 comments
#673208

Another bored little MOMMY that has to handle her babies business and stick her big fat nose where it dont belong!!! Get a life lady and let your little BOY GROW UP!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!

:eek :eek :eek :eek :x :x :x :x :x :x If your not Mommy the same applies to you DADDY!!!!!!!!!!!!! :grin :grin :grin :grin :grin

#692002
@PissedConsumer673208

NO I am not a little mommy trying to handle her son's problems!!! I did not stick my nose into it...

they contacted me wanting me to co-sign for him... AFTER they had already gave him the car and told him he was already financed!!! So who ever you are... get a life!!!

you dont know me at all... you probably work for the dealership!!!

And to Everyone else!!! My son took the car back and gave them the keys and went somewhere else and bought a car and was financed on his OWN!!!!

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ID
#425299 Review #425299 is a subjective opinion of poster.
Location
Mesquite, Texas
New Reviewer

Charging for something they did not do.

I went to throphy nissan because of the customer appreciation event. I got a "free" oil change. After they were done, i notice on the receipt that they were charging for the filter and the oil. Of course, being free i payed nothing. I open the hood, and i noticed, that the filter was not changed. How do i know that? Well, i bought my car there, very expensive, and with a pretty bad customer service(i can tell now, after buying two more cars somewhere else), and after buying the car i went religiously for every single service on my car. But, at some point, i notice that they were not changing even the oil. So i draw some line over the filter, included my signature, with a indelible marker. After the service was done, i found that the filter was the same. Even though i was charged for it. The Cory Prevost was so rude, that i just throw the money and left. After doing the math(includes motor head cleaning, breaks, transmission flush, etc) i lost more than 1500 with them! Since then, i just wonder, how many people are charged for filters? oil? services that they dont really do? If you can, go some where else, and make sure that they do what they are supposed to do. (smell the oil, check the filter, etc).
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ID
#412820 Review #412820 is a subjective opinion of poster.
Location
Dallas, Texas
Loss
$15000
New Reviewer

Deceptive practice

I bought a 2012 Nissan Maxima, the sales person and I agreed on a deal for $450.00 a month for 72 months. When I went to finance to sign papers on the car it changed. The finance person added 3 months and made it a total of 75 months. Of course I didn't notice it at the time I signed the paperwork. I felt like Trophy Nissan was a reputable company. Apparently not. I was ripped off and the manager acted as if this was common practice for this dealership. I will hire an attorney and sue the dealership. Horrible overall experience. Do yourself a favor and shop somewhere else.
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2 comments
#647063

You have no grounds to sue them *** just because you were TOO *** TO READ THE CONTRACT!!!!!!!!!!!!!!!!!! :grin :grin :grin :grin :grin :grin

#647245
@PissedConsumer647063

The site can't hurt me but apparently people read it. You must be one of the useless used car salesman that can't find a real job.

Too *** to do anything else.

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ID
#406162 Review #406162 is a subjective opinion of poster.
Location
Dallas, Texas
Loss
$1350

My "New" Car Turns Out to Be Not So New

I went there and bought what I was told was a NEW car in November. I just got a bill from the toll road authority for charges in October - a month before I bought my "not so new" car. If my car is indeed new, what it is doing on the other side of town, going down the Dallas North Tollway a month before I bought it????? It's on the completely other side of Dallas from the dealership. WTF? How is that even possible? It gets driven all over Dallas, but its still magically new. Are you kidding me? Seriously?
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1 comment
#642766

Seems to me you have a right to return your car for a complete refund.

ID
#403631 Review #403631 is a subjective opinion of poster.
Location
Cleveland, Ohio
Loss
$16000
New Reviewer

Nissan Armada Certified preowned BS!!

I purchased a 2010 Nissan Armada that was a certified preowned From Trophy Nissan in Mesquite. Let me say for the record that the salesperson Cordell White was very friendly and professional and assisted us as much as possible with the terms of the sale. my complaint is not with him, it's with the other individuals that my wife and I have had the pleasure to deal with. When we were ready to purchase, the Nissan Sales Manager touted the extended 84 mo warranty and their alleged "certified preowned inspection process. I know I shouldn't have taken their word on the "certified" part, and inspected the vehicle thoroughly on the premises but I thought I was dealing with people of integrity. Got home and found the spare tire missing. I live in Irving, but drove over to the dealership the following weekend to discuss. After much delay in trying to find help from anyone, I approached Cordell White my salesperson, who in turn went into another room to discuss with a manger I presume. After some time, Cordell came out and I assisted him with pulling a spare from another vehicle and was sent me on my way. A week later, we found that the rear glass latch was broken and we could not open it. I also noticed that the rear passenger light did not come on, but thought it was a lamp so I did not pay attention and thought that since I have the extended warranty with no deductible, this would surely be fixed when I took it to our local dealership in Irving. 2 weeks later I take my vehicle to Bankston Nissan in Irving to look at an alignment issue and found that this vehicle had a National safety recall from June 2010 for suspension links that had not been performed by Trophy or anyone else. The pre owned sales manager can't tell me that after I paid over 900 dollars for this "certification" that they made any effort to check even the most basic things before selling me the certification and the vehicle. And to make matters a little more frustrating, the lamp that I thought was burned out is actually broken and it would not be covered under warranty. At the recommendation of Bankston Service Advisor, we called Trophy and asked to speak to the General Sales Manager. We were turned over to an Eric Shumaker who sounded alot like the "sales manager" we were introduced to when we didn't initially agree on the price of the Armada. He immediately went on the defensive and asked us why it took a month to find the brolen light and that I could either drive all the way over to Mesquite and they would fix it or I could pay the $60.00 retail and they would reimburse me with a check. His reasoning behind this decision was that Bankston was not in their "group". Whatever happened to customer satisfaction and the desire to achieve that?, I'm not asking for the moon, I'm just asking for the vehicle to measure up to what they sold me as "certified". All I wanted was Eric Shumaker to do the right thing (he was the Manager we recieved when asked to speak to the General Sales Manager and all I got from him was a defensive condescending attitude about why did it take me a month to find the light. Honestly? I really thought it was a lamp and having the extended warranty would take care of that. Never mind about not having a spare tire when sold, or the back window not being able to open, nor the alignment issue which was mentioned at the time of sale along with the tread wear on the tires and being told that the inspection would have found the tire issue and alignment and fixed them if it didn't meet "standard". I'd like to know if this is Eric's idea of a certified vehicle and how would you feel if you'd brought yourself down and I sold you the same? I don't know if I have any further recourse, but at the very least I will relate my experience to anyone who'll listen and who might be considering Trophy Nissan to visit.
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ID
#221705 Review #221705 is a subjective opinion of poster.
Location
Dallas, Texas

This is on Trophy-the car is a lemon, have had nothing but trouble with car since purchased.

the dash falling,window motors had to be replace. door panel fixed, tire censor,piece falling off of front of car. Now in there for 2 mos. for flood damage, talked to disrespetful. told one thing and next week, change story, and now saying not on there at all. Had consumer affairs look up vin # and was told the car was epuiped with ABS from factory.this car was purchased by my mother who is 75 yrs. old. she became scared of car and gave to me(daugher) and took her old car back. Please feel free to call me at 903-262-**** Dana Monk
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ID
#192211 Review #192211 is a subjective opinion of poster.
Location
Killeen, Texas

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