Nissan of Irvine Auto Repair Service

Excellent friendly personal!! I been in other nissan dealerships, but like nissan of Irvine, is the best of the best!! Thank you!!!

Great service and glad to be informed of everything done in detail.

Victor is the best of the best. His professionalism, politeness, attention to detail and availability make it apparent he is going places and an prized asset to the team. I expect him to be running his own region one day.

You guys always do a great job!

I was taught quality customer service requires maintinaing the belief that “the customer is always right.” It’s not an easy belief to maintain when many customers are often wrong. When it comes to Nissan service, customer must never be right because all of my recommendations and requests where immediately dismissed. I may have been wrong, after all my mechanical engineering education didn’t specifically cover Nissan electronics, but repeatedly denying my requests makes satisfactory customer service fundamentally impossible. Satisfaction is defined as “fulfilling one’s needs, expectaions, or wishes.” That’s pretty hard to do while refusing one’s requests. To be clear, I wasn’t asking for the car to run on water... I asked for two things; 1) For the MAF sensor that triggered a check engine light (in the absence of any cause, as reported by the technician) be cleaned. This is basic trouble shooting. First I was told it couldn’t be cleaned, then I was told it couldn’t be cleaned (by trained Nissan service technicians) without damaging it. 2) I asked them to test the electronic components that were non-operational with an alternative power supply (specifically a new battery). Again, basic trouble shooting. I was told they couldn’t test with another battery, and that the battery couldn’t be the problem because the car starts. After several complaints they agreed to run another test and found that one of the ($600 quoted) parts was in fact working correctly. When I complained to the service manager about all of this, he reiterated that the service department could not clean the MAF sensor and the non-operational components (one of which was now working) had “damaged circuitry” and needed to be replaced. When I complained about paying for two “diagnostic” fees without receiving two diagnoses, he offered to reduce my charge from two “diagnostic” fees to one. While I agree that’s fair, I’m not exactly happy about it. I know I need to pay something for the time the technician spent, but considering that neither “diagnostic” diagnosed the actual cause of either malfunction and most of the technitian’s time was spent doing things other than what I requested, I’m not satisfied with the service. I still have no idea why the MAF sensor triggered a warning light or why my electronic components were temporarily non-operational. The good news, when I left, the check engine light was off and BOTH previously non-operational components were working. Unfortunately it didn’t last and this morning both components were again non-operational. I don’t know exactly what they did, but they said they tested the components while connecting a “jumper” to the battery (their idea of an alternative power supply). So on a hunch I jumped the battery and like magic both components started working again. This implies to me (and again I’m not a trained Nissan service technician), that my battery is the problem. I know they believe my battery cannot be the problem because my car starts... and I know this isn’t the $1000 sale (to replace parts) they were hoping for... but had they simply strived for customer satisfaction and done as requested (tested with another battery), it looks like they could have solved my problems and secured both my customer satisfaction and a battery sale. Sadly, this means I paid for a diagnosis that claims two parts are non-operational and need to be replaced ($1000)... when in fact, both parts actually work and thus don’t need to be replaced. Not exactly money well spent. As it stands now, I’m questioning whether or not to dispute the charge. I’m also questioning if I’ll ever return to the Nissan dealership I’ve been going to for more than 15 years. I’ve heard the stories, but this was my first experience feeling hustled by a dealership into purchasing things I don’t need. Everyone I talked to was polite and professional, but ultimately meeting my needs and expectations was secondary to selling parts and services. I’ve called another dealership and surprisingly, they say they can clean my MAF sensor without damaging it. They’ve even agreed to test another battery. They’re not the place I purchase my car, but maybe next time they will be. I’m not explaining all this because I’m upset with the quality people I dealt with. I’m writing all this because a text message asked me if I’m satisfied with my service... and at no point during my experience did I ever once get the impression that customer satisfaction was a priority (satisfaction as defined above). The priority seemed to be to sell parts and services. Sadly they refused to sell the parts and services I actually wanted. You’re welcome to contact me, but I’ve explained everything here so you don’t need to. It’s not in my nature to complain and I don’t enjoy how the experience has made me out to be the bad guy.

Awesome!! Fast!! Friendly!!

Good service

Angel was great as was the service and recommations made. Which I will follow up on in the near future. Thank you

Went above and beyond came in on his day off to check in on my car!!

Victor then very well he was really friendly in ask me what I need for my car to check and I tell him what I needed and they did the mechanic was really good too and thank you for your service

Everything was perfect except I had been told , by the person who called to tell me I needed this repair, that it would take 2-2 1/2 hours, but it took all day. Caused scheduling problems.

Angel is awesome!

Angel penta was great. The tire shine was exceptionally good. Car has more power with oil change. Thanks.

Mark is professional and very knowledgeable. Whenever I choose service, I choose Mark!

Everything was great.

Thank you for a great service and honesty

The way your service manager handled my problems was very efficient quick and highly professional. I was very nervous handling this procedure since my husband always did. Since he has become sick I have to handle all of the problems. Thanks for the wonderful way I was taken through the process.

Mark did a great job setting realistic expectations and making sure those expectations were met. Job well done.

Service writer was great. Guy that worked on my truck did not put drain plug in property oil leaked out in my garage. Truck towed in to be fixed properly. Service manager handled issue to my satisfaction.

There was very little communication with Fernando over the seven days my car was at the dealership. Also, as soon as I drove it off the lot the check engine light turned on and I had to return