Group 1 Nissan Southwest Houston — Local services in Meadows Place

First, the only positive note ... Service Advisor Lorelei is a genuine asset to the organization. They need more like her.

We are long-time Sterling McCall Nissan customers, having purchased approximately twelve vehicles. In need of a smaller EV due to my wife's disability, we purchased a 2023 Leaf in February. All went well for the first month, including charging it twice at home. This last attempt produced an error message. We explained the problem to Lorelei, who made certain that she understood the issue. A couple of hours later, we received a call from her, asking for information on our home charger, which we've had for several years with no problems. We complied, and received a call back from the technician, who stated, "You have to use the charger that comes with the car." Huh? We can only use a 110V cable? Ridiculous! So how can it be that we were able to charge the car with our 220V unit until this one time? We picked up the Leaf after they were unable to duplicate the matter. For giggles, I also tried that 110V charger ... same error message. Note that while plugged into the Leaf, our home charger indicated all was normal (green lights blinking, display reading "Charging"). I disconnected it from the Leaf and hooked it up to my other EV ... charged it to 100%.

I next called Service, spoke with a manager, who stated that there must be a problem with the vehicle, and apologized for us having to bring it back. Lorelei had apparently been informed, and stated that the car will be headed for their charger again. Frankly, I wasn't the most courteous after hearing that (for which I am profusely sorry), given that they couldn't find the problem when they did the same thing last time. As before, after hooking up the vehicle to several cables, they couldn't determine the cause. My question: If my equipment is functioning as intended, but the car is not, where does the problem lie? Given that four EV's have used that same cable without incident, the answer should be apparent, but they had none.

At this time, we concluded that we simply couldn't trust the vehicle (especially for a disabled individual), but a trade transaction would likely cost me about $7k. I asked to speak with the General Manager, something I was easily able to do previously here. This time, the Service Manager advised me that the GM "is not available." Funny, I saw him in his office just a moment before. For the umpteenth time, I explained the issue to yet another person. While waiting for the vehicle to be pulled up, he approached me and stated that Nissan Tech Support wanted to see a photo of the connection at my home, along with a video of me charging the Leaf. It's a standard 14-50 outlet, installed by a licensed electrician ... they can see all of them at Home Depot. And am I too stupid to charge a vehicle incorrectly? Once again, the cable operates as it should, and charges any other EV without incident, so there must be a compatibility issue with the car, making it useless to us.

Lorelei brought a salesperson over to talk with me about a replacement vehicle. Of course, he can't make any decision about resolving the matter of my taking a bath on the trade, but I appreciate her effort on our behalf. The salesperson advised me that there was no appropriate car available at any Group 1 dealership in the area, so the discussion was fruitless.

With upper management access obstructed, if it was the intention of the service folks (other than Lorelei) to wear us into submission, they succeeded. I knew at this time that it was going to cost me, but my only option was to minimize the loss. A call to a sales manager at another dealership we've done business with resulted in the best possible conclusion under the circumstances.

I'm not certain that anyone at SMcC could have done anything for us, but not having the opportunity, we'll never know. But what I do know is that we're done with them. Losing a customer won't affect their bottom line, so they'll sleep nights, knowing that we've spent several hundred thousand dollars with them...

This review on behalf of me and my father, who doesn’t speak good English. Went in for a collision repair at Sterling McCall Nissan. After the repair we had to return to finish some minor adjustments. Then after a few days we noticed a small clip was broken off a headlight which was not there before. We went in person and spoke to John and showed him the missing clip. He said he would call us. After not hearing from him my Dad went in person, John said he’d call him. John called and told him the insurance will not cover it. My dad isn't fluent in English but tried to explain that maybe the technicians accidentally broke it. John just kept saying that the insurance won’t cover it but he’ll call again. After about a week with no response we went in person to speak to a supervisor, we talked to Elias. His reply was that the clip is not really of any big importance as the functionality of the headlight is fine. I asked if he was 100% sure technicians didn’t break the clip upon repair, he said no. He said they take pictures before the repair and we can proceed from there. After about a week I called to speak to Elias but he was unavailable. After two days I called again to speak to a supervisor and they connected me with Cory. I explained my situation to him AGAIN as he was not aware. After explaining he tried to summarize that I wanted a new headlight. I told him I want what’s right to be done. At this point I’m a lil upset that all they see is the price of what will be paid. He said that they will not hold responsibility because he stands innocent until proven guilty. That if I can prove if they had broken off the clip or had photos. Wow what a childish response. Should I start getting a lawyer. I then asked why Elias would offer to look at the pictures, he then replied they don’t take pictures of the vehicles before a repair. Is this true or is he just blowing smoke. So Elias was just blowing me off as well, what professionalism. I then asked him the same question about being 100% sure his technicians didn’t break the clip, he arrogantly and defensively answers yes. So then why did we have to bring the truck back for adjustments after the repair was done, doesn’t seem 100% to me. I feel like my situation is not being taken seriously at all.

It’s either because to y'all it’s just a small insignificant clip. For one if Ford engineers didn’t need the clip then why place it there? It has its own purpose no matter how small.Secondly my dad takes care of his truck and babies it so that clip no matter how insignificant it is to you means more to him because he noticed it.

The other reason might be cost. Y’all are more worried about spending money than doing whats right and handling your customer needs professionally. This situation has been very frustrating. Nobody has put themselves in our shoes and felt the importance. They just see the cost and how a mistake on their behalf will catch attention. How about doing the right thing, investigating to find a solution, put some importance in the situation don’t just blow off people. This only shows what this departments focus is, MONEY.

And the last reason might be because we are LATINOS. My dad doesn’t speak English well. So it was easier to try and communicate with him then blame it on a misunderstanding than to take your time to locate a translator and handle the situation properly. If I was WHITE or any other ethnicity would the situation be handled differently. Is my ETHNICITY making this more difficult and upsetting than what it should be. I’d hate to think that’s the issue. I want someone who will take us seriously, please contact us and take charge of this please.

TO OWNER- This is a representation of what your business stands for. They are the face of your company. Having so many options out there what beliefs and standard differentiate you from the competition. What is your main concern? Customers becoming...

Short Review: The finance department of Sterling McCall Nissan are the most unethical sleezy people we have ever came across to! I can't believe there are people like this that exist! Before you sign anything, please make sure you get EVERYTHING IN WRITING, READ the contract with your numbers and RECORD your conversation! Now I understand why they have security locks on their doors. Stay away from Mario and the finance director. You'll thank me later.

Long Review: We absolutely had amazing service from our car sales rep Jerome (highly recommend him) and Alex (manager). We purchased the new 2025 Murano SV with 0% interest payments for 5 years (Nissan promo of the month) on Thursday.

After we agreed on the drive out price, we went to financing and was helped by Mario. In the beginning, he was charismatic and explained the other options that was available to us.

Here's where it went south... We agreed for the Gold preferred plan where originally it was about $4k extra on top of our loan. He mentioned that the vehicle service contract would be transferable to any car of our choosing for 10 years or 100k miles whichever came first. We didn't like the cost and so he "magically" updated the numbers and lowered it to around $2k. Upon finalizing the contract, I noticed the numbers (Amount finance) were off by about $1k. There was an added fee and Mario played it off and said "oh they didn't tell you that you guys had this?" I said no, so he redid the sales contract and the amount financed was corrected. We weren't able to put the exact down payment at the time of the sale because our bank had gave us a limit for the day. So we agreed to pay the remaining $1k for the down payment the next day. We asked for the sales contract several times and Mario said he would provide that to us later. We drove off in our new Murano with no sales contract...

After a couple days, we finally received the sales contract via email from our sales rep. I had asked for a copy of the gold preferred warranty contract and finally received it on Monday. I read the contract and saw that it was only covered for 5 years or 100k miles whichever came first. Upset, I drove to the dealership for them to explain how this happened. I was greeted by the finance director (apparently Mario had just left for the day) and he was useless. He doesn't care about customer satisfaction or to help us find a solution. Instead, he tells us to go cancel our contract and to step outside his office. No empathy, no apologies. Nothing. Apparently, there was no such thing as a 10 year extended warranty. Mario clearly LIED and MISLED the information that he gave to us. Of course, it's "hearsay" at this point (I should've recorded our conversation).

Whoever owns Sterling McCall, I hope you'll read this. We've been loyal customers and this was our 3rd new vehicle we had purchased from your dealership. You have lost your credibility with us. We hope you guys can re-train your finance department to be more honest and ethical with their practice. There may have been better people that could've helped us. Unfortunately, we received the WORST experience because of the finance department.

Please be careful, read your contract, calculate your total loan amount and DO NOT sign any extra features from those finance department people!

I truly hope this helps someone with their car buying experience. Don't make the mistake of trusting those finance department...