Sierra Nissan of Duarte

Everyone was very attentive as soon as I drove up to writing up my service request.

Good dealership. Very generous and understanding workers. My car service was done efficiently and quickly.

Nightmare service department experience. I brought my car in because the check engine light came on and my car, on occasion, would shake a little when idling. As soon as this happened, I called over to Sierra Nissan, as I was so happy to see another Nissan dealership open up in the area. I was helped by Andre who let me know that I could bring my car in the next day after work (by 4 PM). I asked if I needed to make an appointment and he said it wasn’t necessary and would be able to put me in a loaner while my car was diagnosed the following day. I came in the next day a couple minutes after 4, only to find that Andre had left early that day and never communicated with me that he wouldn’t be there. The other service guy told me I could leave my car, but could not get a loaner because the person who does that had left for the day as well. He told me I could bring my car the next day, Friday, but I had work and couldn’t be without a car. He then told me I could come in on Saturday and leave it and it would most likely be fixed by the end of the day if I brought it in early in the morning. I again asked if I should make an appointment and was told no. I brought my car in on that Saturday and was the third person in line. After being helped by Andre, he told me he would update me on what the issue was with the car. I texted him three hours later when I hadn’t heard anything; I wanted to find out if they were going to need my car through the weekend and if so, if I could get a loaner. He never returned my text so I had to call back a couple hours later only to find out that the service department would close in 45 minutes and no one had ever even looked at my car despite it being the third car in in the morning. I asked for a loaner and was told that I could not get one as that person was gone for the weekend. I was obviously upset because simple communication could have prevented this issue. Andre offered nothing in terms of trying to make up for his lack of communication other than an Uber ride to work on Monday. (I have a kid to get to school and I share my car with my son who works). At that point I checked to see if there were any rental car companies in the area still open, but they had all closed two hours before. I was without a car and my car was in service all day without having been looked at. I called the general manager of the dealership and was told I would get a callback after leaving a message, but that never happened. I wrote an email to him Saturday evening to which he responded the next day. After relaying all of the issues I had experienced so far, Peter, the GM, apologized and hoped to make it right by making sure my car was looked at first thing Monday morning. When I asked about the possibility of a loaner since Andre‘s lack of communication had left me without one, Peter said there wasn’t anything he could do as the person responsible for doing all of the loaners wouldn’t be in until Monday morning. After pushing him to make this situation right by letting me borrow one of the MANY cars sitting on the dealership’s lot, he finally acquiesced and was able to get me something to borrow so I could take my 11-year-old son and his friends out for my son’s birthday. The only condition was that I needed to bring it back the next day for an actual loaner. While I wasn’t happy that I needed to be the problem solver in this situation, I found Peter’s attention in this matter to be quick and more helpful than anyone else’s that I encountered at Sierra Nissan. I was told that my car needed a new valve body. After installing it, they discovered it was the transmission and said they would have to take the valve body out and charge me $1200 for labor or if I agreed to do the transmission with them then they wouldn’t charge me at all for the work they had done on a misdiagnosis. After contacting Nissan myself, I towed my car to Fontana Nissan where I traded my car in and purchased a 2024 Pathfinder. Avoid Sierra Nissan!