As a wife and mother of two small children, both under the age of 4, I have become a loyal SUV owner for many reasons. Safety being number one. Space number two. Comfort being number three. Nissan has been my choice to obtain all these. While searching for a new vehicle I expect a dealership to put forth best effort to gain my business. Also, my time is valuable and not to be wasted.
I like many customers put forth my research before stepping foot on any car lot. I expect my three values to be upheld. Also I expect any salesperson to assume my time is valuable and I am here to purchase a vehicle and not waste my time. Since I represent a large buying group, I hope Nissan also reads this letter and listens.
I purchased a Murano from the Nissan dealership in Bentonville, AR four years ago. It was an awful experience. The politest response from that exchange is summed with horrible customer service. After several trips out of town to that dealership my husband and I decided it was the car that would best suit our needs. The dealer we were in contact with was absent minded and did not follow through with plans that we had agreed upon. When we were to pick up our new Murano we had to wait 5, yes that is correct FIVE, hours for the dealership to clean the SUV. I find this outrageous given the dealership had several days to prepare and new the time we would be arriving to pick up the Murano.
As a customer, I find this to be an outstanding lack of responsibility of the dealership. I felt my time was far from valued, but rather measured as dispensable and taken advantage of with complete disregard. Rather than feeling the joy and excitement of our purchase it left me with contempt and complete frustration with the dealership. An inexcusable way to treat a customer, especially one who had recently purchased a new car. Why would I ever even consider buying another Nissan again you might ask. If you aren't wondering this then maybe you should re read the previous portion of this letter and let it sink in.
Thankfully I fell in love with the Murano. It was safe, offered the space my family needed, and also included the comfort level my family and I enjoyed. As our family has grown our need for space has also grown. We had outgrown our Murano. With the need for space we looked to finding a larger vehicle that would still meet our three primary needs; safety, space, and comfort.
Unfortunately, this need for a new vehicle brought forth dread of having to deal with another dealership like the Bentonville branch. Dread of our valuable time being wasted while some sales person provides horrible customer service. In lieu of this dread, we sought out different brands of car and different dealerships. We searched several dealships outside of our town in neighboring areas and also dealerships within our home town of Joplin, MO.
Upon visiting the Joplin Nissan branch, we approached with apprehension, surely not all Nissan dealerships were ran like the Bentonville branch. And I'm delighted to write your Joplin branch was nothing like the Bentonville branch. We came in contact with Ryan Huff, a sales associate, of the Joplin Nissan. He showed outstanding knowledge, Nissan loyalty, and dedication to customer service. Ryan, answered questions I had regarding finding a new car with quick response no matter the time of day. Ryan, always respected my time and never disregarded a question, unlike the Bentonville dealership. Ryan, met us several times to look at different options and offered his service every time. We were so pleased to find a pleasant and customer orientated dealership.
My husband and I did return to the Bentonville dealership, with dread once again, to compare color options on the 2014 Armada. Not one sales associate of the Bentonville branch approached us. Fine by us, although a loss to that dealership. We did find our new car at the Bentonville store, fortunately we were able to ship it to Joplin and deal with Ryan and the dealership in Joplin. Even with the extra expense, we found negotiations with your Joplin branch a breathe of ease. As a side note even with the Joplin branch manging our new purchase the Bentonville branch still managed to present preventable hang-ups.
Everyone at the Joplin branch was friendly and appreciated our business, as a dealership should appreciate its customer. What I appreciated most was arriving to pick up our new Aramada, was to find it waiting for my husband and I. Ryan had it pulled up front and ready to go over the details with us. There was no waiting 5 hours for someone to give us a couple minutes of their day. Ryan didn't even blink at having to stay late to show us how to work every knob and dial. Thank you to him. Nissan should commend his service. Good service is hard to come by. And it should be rewarded, after all good service is what leads to recommendation of future and return customers.
I appreciate good service. As you should as Nissan should as a company. Time is not to be wasted but appreciated. Please take value in my letter.