Trophy Nissan — Local services in Mesquite

4/29/2024 update

Now I am mad and have to give them a 1 star.

I noticed last week my original loan amount in my loan account is $1500 higher than actually I borrowed. I went o the dealership trying to find why. I though it maybe just a simple mistake.

After arguing with the financial guy and the finacial manger, I eventually find out I signed a service contract which I was not aware about. I cancelled the contract after comimg home but was charged a cancellation fee of $200 plus without getting anything from them.

First, I signed the contract when I got the vehicle and few days later the finace guy called me and asked me to sign the contract again because he said he got a lower interest rate. I then signed a bunch of paperwork without looking through each items thinking everything would be same as before. (huge mistake!) I did not aske for any copies of the signed documents either. I was not told or explained about the added service contract and not any service contract related information passed to me either.

They played trick on me either intentionally or unintentionally. I was completely foolish did not check the paperwork before signing them. I was stupid did not ask copies of signed documents.

For future fellow buyers: Make sure check each lines before sign the paperwork. Ask for copies of each signed documents. Go through each documents very carefully after coming back home. Find discrpancies the earlier the better.

Overall experience with this dealership is not that good.

Another update: 2/16/2024 I have to praise Trophy Nissan for actively monitoring customer reviews. Right after I posted my review update yeasterday, A lady named Erica called me and resonded to my complaines in yesterday's review update. I do appreciate their efforts trying to respond to custmer feed back quickly. Therefore, I will change my eview to positively reflect their prompt attentions.

Update: 2/15/2024 I gave a very positive 5 star review for my buying experince here at the Trophy Nissan. It was Later December 2023. Now I am changing from 5 star to 3 star based on experience after the purchase.

My vehicle was coming without a manual and they told me that they will order one but two month later, there is still nothing happened. They told me there is some kind of check up scheduled for January but was no information to follow and no confirmation or reminder or anything. I messaged the sales person in regarding to my registartion status and some other questions, there is no response at all. I called the finacial guy to inquire about the loan and he said he will call me back right away but he never did.

Their follow up is terrible. When you buy a vehicle, make sure every thing was done prior to the transaction. Once you leave the door and have remianing issues, they would not follow up to whatever they promised.

12/27/2023 review Drove home my new Aramada today and happy. Overall the buying experience at Trophy Nissan is pleasant and satisfactory. The sales person named Jose Ben Hernadez is a nice person and has a good personality. Even the manager and finacial people are pretty easy to work with. I bought a Pathfinder years ago from here and will probably...

PLEASE READ BEFORE DOING BUSINESS WITH THEM THIS IS VERY HONEST AND WHAT YOU CAN EXPECT PURCHASING FROM THEM. I only had the car for six months and it has been hell first I went home without a car because they didn’t have it ready and didn’t offer any rental vehicles for the inconvenience or anything then when I wrote a review of their customer service and how I was treated they made me delete it and I only agreed after they handled my situation correctly.( Trust I won’t be taking this one down). Soon after that my driver door always says that it’s open so I took it to the service center and they told me to talk to the person who sold you the car and guess what when I went back to the sales person that said service center should’ve fixed it and there’s nothing that he can really do so now it’s still not fixed

Next my check engine light is on why is it on and by this time I only had the car for 30 days I take it to service center and they said I need a new catalytic converter…. Now for a car I just bought there should be zero issues so you would think that the dealership would fix it for me but no they are charging me full price

Next their attitudes are terrible I tried switching my phone number on the account on file now twice the first time I wrote it down on the paper like she said and it was never switched Now fast forward 3 months later getting my routine oil change I’ve sat there for 2 hours without a word from anybody I had to go fetch a worker and he handed me a list of the estimate of all the work that needs done which estimates to $4k+ once again is pretty wild considering I just bought this car ( side note I had my mechanic look at it and he said you don’t need all of these things fixed and dealerships will upcharge you for the littlest thing and go to Firsestone and ask for complete serve inspection for cheaaap)but i noticed my old phone number was still attached so I asked the man who I had to go fetch can he change my number that’s not the right one and his exact response was “ well that’s what we have” and walked away… umm that was rude Fast forward to today which inspired me to make this review I need new brakes okay that’s fine but what’s not fine is my mechanic telling me my brake caliper bolt being so stuck ON BOTH TIRES to a point I may have to replace the entire thing Y’all I am fed up and feel so cheated will be adding pictures soon

Update: It’s only been 2 weeks since I uploaded this review I called them left a message and still have not heard a single word from them once again not the best customer service Also I may now have to replace the radiator after only having the car for 6 months at this point a free trade in is needed or my car completely repaired for free for giving me a car they knew...

I don’t usually leave reviews — good or bad — unless something truly matters, and in this case, it does.

I’ve purchased three vehicles from Trophy Nissan and have serviced four (one wasn’t even bought from them). Despite my loyalty, my experiences have become increasingly disappointing — especially with the last vehicle, which I now realize I was pressured into buying. Yes, I signed the paperwork, so I take responsibility, but that doesn’t erase how misleading the trade-in process was. I traded in a vehicle with more features, but I was sold on “upgrades” like a larger screen — only to find out too late that I lost more than I gained.

Each time I’ve taken a vehicle in for service or collision repair, the results have been disheartening. My car has come back with new issues: missing a motor cover (which I was told never existed — even though the mounts were clearly there), an unbalanced ride, scratches on the hood, and more. What’s worse is the lack of accountability. When I bring up concerns, the on-site staff shrugs it off, and management is unresponsive. I’ve been referred to consumer affairs, only to be told that since Trophy is a privately owned dealership, there’s nothing they can do.

I’ve contacted consumer affairs again after being ignored by the general manager. This time, they were more cautious — offering no guarantees or clear support. It’s become painfully clear that without direct corporate oversight, customers are left in a loop of finger-pointing and neglect.

What’s even more frustrating is how I was treated during these interactions — talked down to, dismissed, and belittled. A woman in management who looked like me didn’t even listen to my concerns and was visibly condescending. A male employee spoke to me as if I were a child — until I firmly corrected him. Sadly, I can’t help but wonder if the experience would’ve been different had a man been with me. Ladies, be careful. Don’t let them use charm or pressure to talk you into something that won’t benefit you.

To sum it up: I’ve been loyal to this dealership — bringing all my business here, even encouraging others to do so — and I’ve been consistently let down. Antez is a bright spot and truly tries to help, but he’s clearly limited by the lack of support from leadership. The rest seem more interested in protecting the system than serving the customer.

If you’re considering doing business with Trophy Nissan, do your research and know who you’re dealing with. Don’t assume loyalty will be met with respect. It’s been a frustrating, disappointing journey — one I hope...