Tim Dahle Nissan Southtowne

Tim Dahle Nissan Southtowne responded

While it's great to hear that you are happy with the truck and received a fair deal, we understand that the inconvenience and lack of preparedness during your first oil change appointment can be disappointing. It is important for us to ensure that our customers have a smooth and efficient experience when utilizing any service agreements, they have purchased. We apologize for not having the necessary oil filters in stock specifically for Ram trucks, as a NISSAN dealer, having specific oil filters for every vehicle just doesn’t make sense, which resulted in an extended wait time during your appointment. We appreciate your suggestion of getting the parts ahead of time and rescheduling, as it would have been more convenient for you. We will take this feedback into consideration and evaluate our processes to improve customer satisfaction in situations like these. If there is anything else we can do to address this issue or if you have any further concerns, please don't hesitate to reach out. We value your feedback and want to make sure we provide a better experience moving forward. Thank you for bringing this matter to our attention; it helps us identify areas where improvements are needed.

Tim Dahle Nissan Southtowne responded

I'm truly sorry to learn about the challenges you faced at Tim Dahle Nissan. It's disheartening to see that the initial repair didn't yield the expected results, resulting in extra expenses without a definitive solution. It's important to note that while we strive for a fail-safe diagnosis protocol, sometimes we begin with the most apparent and cost-effective solutions and progress from there. It's our goal to provide the best possible service, and delivering unfortunate news is never a pleasant part of our job, but it's essential for transparency and finding the right solution to the problem.

JohnF responded

Travis I do appreciate the willingness to try and explain the dealerships perspective on how things are seen and done. How communication can be hard and how I may not fully understand, comprehend, resonate with what you are saying. Where I think the disconnect comes from is that I have dealt with and talked to sales staff, sales managers, service techs, service managers, Nissan reps, and yourself and some have said the “problem” is not a problem, some have said it’s a design feature, some say it’s part of the vehicles intelligence, some say it’s a design flaw, some have felt it and it’s NOT normal, some have felt it it and it IS normal- so the point I’m trying to make and I don’t think is resonating with you and you seem to want to keep pointing back to me on is that some of your experts have said themselves that they know exactly what I’m feeling, have felt it, your service manager told me himself that the Nissan rep drove it, replicated the stopping and it’s normal so no issue. Because I’m not willing to accept that because I’ve done my own research I’m taking the time to contact you over and over because I have too. The problem is that now someone that has not been there for those conversations is telling me that all of those were wrong and the problem has NEVER been replicated and unless you can keep the truck for an extended period to replicate it then we are at an em pass. Well I have been saying that since day one EXCEPT that I have said Nissan or at the very least Tim Dahle Nissan could go into their extended budgets to put me into a rental to keep my truck and try and replicate it. When that was turned away when I was sitting in your office that’s when I turned to trading it in. You see I can’t afford to just not go to work so Tim Dahle can keep my vehicle especially when I have a warranty and have dedicated so much to this dealership-yes I feel like putting myself and my service dog in a rental truck for a couple days to try and replicate this issue would cost you $100 out of ad money to take care of a customers concern but the dealerships bottom line is more important honestly to you guys. That’s what I look at in all of this. That’s what doesn’t seem to resonate with you. You are what I refer to as a “cooler” problems come up and your in place to take the heat and cool them down and try to make them go away as quietly as possible. I appreciate your position and the tasking you have been given because it takes a special person to do that job but this really could have been handled so differently because basically the dealership has told me to just accept something that I feel is incorrect and possibly unsafe and to go away. To me this whole situation has created a lack of trust and confidence in the dealership and those we would need to rely on for service and future needs and for what a $100 towards the bottom line early on. We talked a couple of times before this escalated to talks of trades and all of this and no other options were given except it’s normal and Nissan won’t let us. It did not have to be this hard or for me to have to protect others from these headaches. You say you value my feedback this is me being candid. Tim Dahle Nissan is failing it’s customers, and has fallen prey to corporate ways. You have made me and my wife feel disrespected and undervalued in how you’ve managed this and talked down to us and disregarded our warranty cancellation because you couldn’t be bothered with that by telling me to go to the warranty company AGAIN which I’ve done and back to your cancellation department because you wouldn’t do it for a customer that already did their part of the process.. Do you know what this is “dedicated to providing exceptional customer service” and “we want to make sure we build a relationship with our customers for life”. Those are your Tim Dahle slogans. We literally just came in and spent $100k on two vehicles on the same day putting our trust and respect in Tim Dahle Nissan but we literally didn’t rate a rental car to have you guys address our concerns not even hey you pay a day we’ll pay a day nothing no attempt at any solution. Just it’s normal. Not we can’t replicate it so it may not be normal but we have to classify it as normal until we can now let’s figure out how to address your concerns but instead of earning customers for life you pushed us out the door and your experts are giving us different feedback every time. You even go as far as expecting me to call you to talk about this stuff if I feel like it. It’s your dealership and your determination to figure out if customers are important enough for you to pick up the phone and reach out to show that customers actually mean something more that a number on the monthly board of the sales office. I still stand behind where is Mr. Slade in all of this? I requested to speak to him early on and that seems to have gone unanswered as well. Our problem(s) don’t warrant his concern? It’s wasting more and more of my time because now I also have to try and figure out a trade on this vehicle somewhere else and I’m honest when I approach other dealerships as to why and what it is doing so it hurts my trade value even more but I refuse to put someone else in harms way potentially. Just an out of hand situation that could and should have been avoided!

Tim Dahle Nissan Southtowne responded

John, I understand your frustration and the importance of finding a resolution to your issue with NISSAN. While leaving negative reviews may feel like a way to express your dissatisfaction, it's important to consider alternative approaches that could potentially lead to a more effective resolution. In situations where the problem cannot be replicated or confirmed, it can indeed complicate matters for both customers and companies. Companies like NISSAN rely on concrete evidence and verifiable issues to assess claims and provide appropriate solutions. To address this situation, I encourage you to continue communicating your concerns clearly with NISSAN's customer service representatives. They may have alternative suggestions or steps you can take that could help address the issue effectively. If you believe there is still an unresolved matter, seeking advice from consumer advocacy organizations or legal professionals who specialize in product liability cases might be beneficial. They can provide guidance on how to navigate such situations and explore potential options for resolution. Remember that open communication, persistence, and seeking appropriate support are key when dealing with complex issues like these. By approaching the situation in a constructive manner, you increase the chances of finding a satisfactory solution.

Tim Dahle Nissan Southtowne responded

It's understandable that you're frustrated by the experience you had, but I'd like to offer a different perspective. While your frustration is valid, there could be reasons behind the dealership's approach that might provide some context. Information Gathering: Dealerships often aim to gather more information about potential customers in person. They might believe that they can provide a better offer or negotiate more effectively face-to-face, taking into account all aspects of the transaction. Vehicle Inspection: Evaluating a trade-in accurately typically requires an in-person inspection. While you provided information about your trade-in, an on-site assessment might provide more accurate details, which can impact the value offered. Understanding Your Needs: Sometimes, dealerships want to understand your requirements better to provide the most suitable options. They may feel that a conversation in person can lead to a more personalized solution. Complexity of Negotiations: Negotiating over email or phone can sometimes lead to misunderstandings or miscommunications. Dealerships might prefer discussing important details like the payoff price in person to avoid any confusion. While it's unfortunate that your initial communication wasn't fully honored, it's possible that the dealership had reasons for their approach. If you're still interested in pursuing a purchase or trade-in, it might be worth considering engaging in a conversation with them to better understand their perspective and see if a more productive outcome can be reached. Remember, clear communication is key to a successful transaction for both parties involved.

Tim Dahle Nissan Southtowne responded

We apologize for the frustrating experience you had during your recent visit. Your feedback is important to us, and we're sorry for any miscommunication or inconvenience you encountered. It's disappointing to hear that your visit did not meet your expectations, and we understand your concerns regarding the oil change, brake inspection, and differential issue. We aim to provide accurate and transparent service, and it's concerning to hear that we fell short in this instance. Your comments will be shared with our team for further review and improvement. If you would like to discuss your experience in more detail or have any further concerns, please don't hesitate to reach out to our customer service team. Your satisfaction is important to us, and we hope to have the opportunity to address your concerns and improve our services. Thank you for sharing your feedback, and we apologize again for any inconvenience. We appreciate your understanding as we work to improve our services and communication moving forward.

Tim Dahle Nissan Southtowne responded

Sholttholt, we regret to hear that you had a negative experience with us, but we appreciate you bringing this experience to our attention. If you are willing, please contact us at (801) 727-3669 so we can work towards a resolution. We look forward to hearing from you. -Travis

Tim Dahle Nissan Southtowne responded

Gailthompson626, we regret to hear that you had a negative experience with us, but I need more information so that I understand this better. Will you give me a call? 801-727-3669. -Travis

Tim Dahle Nissan Southtowne responded

Jim Duane, reviews like this give us motivation and help us ensure we provide high-quality care. Thank you again for leaving us this response!

Tim Dahle Nissan Southtowne responded

We appreciate your business, and more importantly, we appreciate your trust in providing you with exceptional customer care. Thanks for sharing. -Travis

Tim Dahle Nissan Southtowne responded

Mr. Gregory Wise, I have done my best to help you and your wife, Piper, understand that all we want to do is to help, but when you threaten to blast us on reviews if we don't or cannot comply or meet your demands, it doesn't cultivate a situation where we can try and find a workable solution. I'm sorry. I am doing my best to navigate a sensitive situation respectfully. Still, now I have no choice but to respond publically to your allegations and share information about this situation that you are not likely to agree with or appreciate. I am sorry. The issue at hand is that you have demanded that we pay for and eat the cost of a repair on something that is a normal wear and tear item and not covered under the Forever Warranty. You purchased a used vehicle over a year ago with over 80k and denied or turned down supplemental coverage that would have most likely helped cover the cost. I did everything to help you and Piper understand that we could not pay for the entire repair but offered to discount the work and even offered to take the vehicle in on trade and discount a new purchase, but she aggressively declined. The issue with your seat was brought to our attention only a few weeks ago. You purchased the vehicle over a year ago, and the recommended repair has nothing to do with the sale of your car or the Forever Warranty. It is due to wear and tear. The Forever Warranty covers your engine, transmission, and driveline for as long as you own the car, with the only requirement being that you keep up with the service requirements. It does not cover wear and tear items, which is why we suggest some supplemental coverage or plan, especially on older or high-mileage vehicles. Yes, you are correct in that we recommend that customers finance their vehicle at the time of purchase so that we can use those incentives to discount their purchase. In other words, we use those points or incentives to discount the purchase price of a vehicle, but whether or not a customer finances with us on their own remains their choice. Again, I apologize that your vehicle needs repair. Without exception, I am still willing to try and find a workable solution, but the negative reviews, threats, and comments need to stop. Thank you. -Travis Murdock, 801-727-3669