McDonald Nissan Highlands Ranch — Attraction in Littleton

I typically don’t write negative reviews unless I truly feel an issue needs to be brought to upper management’s attention. Unfortunately, my experience at this dealership warrants one.

I initially visited for a VIN verification after calling ahead and being told I could stop in and have it done the same day. However, when I arrived, two employees told me that a VIN verification takes a while and asked if I would be okay coming back another time, as they were closing in five minutes. While I understood that I had arrived close to closing, I was frustrated by the lack of follow-through given the information I was previously provided. Regardless, I also needed to address a recall on my vehicle and I didn’t want to be a burden, so I agreed to return the following week for both the recall and the VIN verification.

A week later, I dropped off my car, arranged for an Uber to work, and returned to pick it up, assuming everything was taken care of. However, when I got home and reviewed my paperwork, the VIN verification was missing. I called the front desk, and the receptionist said she would send it to me. Instead, she emailed me a receipt for my service order. Skeptical that this would be sufficient, I went to the MVD to check, and sure enough, the employee there confirmed that this was not the correct documentation. She explained that I needed an official form filled out, and that it should be a relatively simple task for the dealership to complete.

At this point, I was frustrated that I had to go in circles over something that should have been easy, so I called the dealership again to explain the situation. The receptionist assured me that if I came in during my lunch break, they could take care of it. Given my previous experience, I was hesitant and asked to speak with a manager to confirm the process and how long it would take.

When I spoke with the Service Manager, I was shocked by his response. He claimed that the dealership actually, could not legally perform a VIN verification, stating that it could get the business in trouble because they couldn’t verify whether the vehicle was stolen. At this point, it became clear that the staff—and even management—either did not know how to perform a VIN verification or were unwilling to do so. If they were unwilling, I am perplexed why they told me numerous times that they could. If they didn’t not know how and had just been honest with me, I would not have written this review. Either way, lack of knowledge and professionalism was absolutely baffling.

At this point, I decided not to waste any more of my time because this was insane and so I went straight to Empire Nissan, who took me as a walk-in and had me out within five minutes. Turns out, it really was as easy as pushing a button on a computer, referencing the VIN on the vehicle, and filling out a piece of paper. The workers there were perplexed that I had so much trouble and noted that this was one of the easiest asks someone could have when they bring their vehicle in.

What concerns me the most is that the Service Manager was completely unaware of how to complete something as simple and standard as a VIN verification. A quick Google search would have given him the correct process, as it is nothing more than writing down vehicle information. If this is the level of competency from management, I would be extremely hesitant to trust them with something as serious as servicing a vehicle, which requires at least a little common sense.

The level of disorganization and misinformation I encountered at this dealership was unacceptable. If the staff is unfamiliar with certain services, they should receive proper training rather than mislead customers and waste their time. A VIN verification is not life or death but I am now driving around with a driver side airbag recall job that they did and let me tell you, I felt way better about my odds before letting them touch it. To conclude this review: I strongly recommend going elsewhere for VIN verifications or any service requiring basic competence and...

This Could Have Ended in Tragedy — McDonald Nissan Failed Us

Short Story: What should have been a basic brake job nearly turned into a disaster. My husband and I were heading out on a five-day camping trip when we suddenly heard grinding from the front of our truck. We pulled over and discovered that the brake caliper had come loose and was chewing into the wheel. The bolt had fallen out because it hadn’t been torqued during brake service. That one careless mistake could have caused a serious accident. Unfortunately, that was just the beginning of our experience.

Full-length My husband brought our 2017 Nissan Titan to McDonald Nissan Highlands Ranch on July 8 for an oil change, fluid service, and a brake job that included both front and rear pads and rotors. He also asked them to diagnose an engine noise that only happens at low RPM going uphill. He even noted County Line Road as the ideal place to replicate it. Despite that, they never drove the truck outside the lot. GPS on the truck confirmed this.

We picked up the truck on July 11 and a few days later began our camping trip. Early in the drive, we heard a sharp impact from the front passenger side. A few miles later, a loud grinding sound began. My husband pulled over immediately and discovered the front caliper had come loose and was grinding into the wheel. A caliper bracket bolt had come out because it wasn’t torqued properly during installation.

We had the truck towed to Johnson’s Auto in Bailey, where Cody helped us out tremendously. He tracked down a matching bolt and got us safely back on the road. He turned what could have been a ruined trip into something manageable. We’re incredibly grateful to him.

During the rest of the trip, we noticed a rattling noise from both front wheels, especially when driving over washboard roads. The sound would disappear when pressing the brake pedal, which pointed to a loose brake component.

We returned the truck to McDonald Nissan on July 21 and explained everything to Luis. Luis promised he would personally test drive it that day to listen for the engine noise and rattling. He also said they would make it right.

Instead, the vehicle sat on the lot for three days. GPS and remote data show it was never driven until July 25, the day they called us to pick it up. And even then, it wasn’t just a diagnostic drive. It was taken to AMLI Littleton Village, a residential apartment complex, and sat there for over 30 minutes. We were never given an explanation for this stop. Luis later claimed he drove it and didn’t hear anything, but the GPS data told a different story.

When we picked up the truck, Luis said the rattling was caused by bent or loose dust shields. This suggests another failure from the brake installation.

To top it all off, the truck was returned dirty inside. A Taco Bell sauce packet and food residue were left on the console. My husband had just cleaned and detailed the vehicle before returning it. Neither of us eats Taco Bell. It was disrespectful and careless.

We submitted a formal letter to management and included ownership on the email. No response yet.

This experience wasn’t just disappointing. It was dangerous. From poor workmanship and vehicle misuse to a total lack of follow-up or accountability, McDonald Nissan failed at every level.

Please think twice before trusting them with your vehicle. One mistake here nearly cost us a lot...

DO NOT BUY A NISSAN WITH A CVT OR HAVE YOUR CAR SERVICED HERE! If you do have it serviced here INSPECT IT THOROUGHLY before you drive off!!!!! I bought my car here and had 95% of my service done here. In 2021 The CVT went out at 95k after the warranty had been extended to 85k miles. Nissan corporate offered to discount it some but it wasn't much help. Thankfully my GEICO covered it in full and paid the $5500 after a $250 deducitble for a new CVT transmission. (Check with what your insurance will cover before you buy extended warranties) A few months ago I took my car here to have the oil changed and mentioned my windows switches weren't working. I detail my car weekly if not bi weekly and I noticed two parts on my driver and passenger A pillar were both loose. They were fine before I took it in, and loose after. Again I detail my car often and would have noticed this if it happened before I took it in. I asked them about it and was told they didn't do it or work on that part of that car and wouldn't help fix it. A month later the CVT transmission goes out again. I was told by the service advisor it was covered under a 3 year 100k miles warranty. I had it towed to their shop, paid for the tow, and waited 2 DAYS before they got back to and said oh sorry it's not covered. They said it would have had to have been installed in 2024. We had discussed the 3 year warranty expiring in August and I was lucky because it broke down in July. I was told if it's the transmission its' covered 100%. Then after 2 days I was told oh It's going to be $5500. This new transmission had 40k miles on it. Was under 3 years old and was serviced at this dealership a year ago. I was unhappy so I wrote a complaint to Asbury and Nissan. The service manager called me back and said they were going to try to get it covered for free and if not give me employee pricing. It took over a month to get an answer!! I usually had to text or call for updates. I asked multiple times which email/complaint they were responding to, Asbury or Nissan, for some reason they couldn't tell me that. I still don't know. After waiting a month and spending over twice as much in gas to get two and from work I find out it wouldn't be covered by Nissan. They discounted it about $1000 which I do appreciate and I asked if they could do better and they discounted it more. I wonder if I would have had better luck asking for more off. I called the store on Saturday to approve the work. I was told on Saturday that my car would be done by Friday and that it might be done before that. Friday would be under promising and over delivering. I waited until Wednesday with no updates and called to find out it wouldn't be done until Tuesday. I went to pick it up and paid with a cashiers check but the total price ended up being about $14 less than what I was first told. They said they would venmo me $10. I said well it's a $14 difference and they corrected it. Small amount of money but it's the principal. Well I picked my car up Tuesday and today I looked under the hood. There were dirty rags under my hood left by the tech and it looks like something is broken. I will never do business with this dealership or Nissan again. My family has bought MULTIPLE vehicles from this location and I had a lot of service done there but it's not what it used to be!! DO NOT BUY A CVT AND DO NOT...