Wesley Chapel Nissan | Page 96

Wesley Chapel Nissan responded

Thank you for taking the time to share this detailed feedback with us. We are so happy to hear that our team was able to go above and beyond for you. We look forward to your next visit!

Wesley Chapel Nissan responded

Thank you for taking the time out of your day to write a nice review . I'm glad we were able to help you . Thank You Troy Stevenson

Wesley Chapel Nissan responded

Im sorry you went threw a bad experience at our dealership.And will take this issue to upper management and make sure this will never happen again to anyone .And also will work on trainning our staff and also make sure they all maintain the highest integrity . Troy Stevenson

Wesley Chapel Nissan responded

Thank you for taking the time to review our services. We are beaming with pride knowing that we hit the mark and delivered on everything that we promised. Enjoy your new car!

Wesley Chapel Nissan responded

We really appreciate that you took the time to share details about your recent visit to our location. Our staff is constantly hard at work finding ways to exceed customer's expectations and provide seamless service. Enjoy your new Murano!

Wesley Chapel Nissan responded

Thank you for your kind words and for giving us a high five for all that we do. It is truly nice to know that our efforts are paying off. We are so delighted to hear that your purchase exceeded your expectations. Enjoy your new car!

Wesley Chapel Nissan responded

Thank you so much for taking a few moments to let us know how we are doing. We are so glad to hear you had a superior experience when visiting our shop. We look forward to serving you in the future visit.

Wesley Chapel Nissan responded

Thank you for taking the time out of your busy schedule to review our business. Everyone here is working hard to create experiences and deliver first class experience that inspires you to continue visiting us. We look forward to your next visit!

Wesley Chapel Nissan responded

Thank you for taking the time to review our services. We are so glad our efforts are paying off and you had the opportunity to experience superior service. We look forward to your next visit!

CeeKay responded

Good morning, Sir. I wanted to reply to your comment, as we were unable to reconnect via telephone. I am a patient and understanding person. However, I am exactly that: a person. As a person, there is a certain level of accountability I expect when someone makes promises. As a grounded realist, I understand that logic may persuade you to pull back on all promises made leaving you to fail or refuse to honor them 100%. Let's use your three promises as an example... First, you promised that "Nissan Corporate" would inspect the vehicle bypassing the Wesley Chapel service center. Second, you promised that the carpet will be replaced to get rid of the moldy smell in a brand-new vehicle. Third, you stated that we would get our water-damaged floor mat replaced. Let's start with the first promise. You said that the vehicle will bypass the Wesley Chapel service center and head directly to Nissan Corporate for inspection. I somehow knew this was not going to happen. That seemed like a mighty large "blank check" to cash, pardon the expression. People in your position are duty-bound to say anything possible to satisfy a dissatisfied customer. However, honestly... between two understanding and mature adults... we both knew that wasn't going to happen. Instead, the service department tried what they could to recreate the issue. The issue was not recreated, so Nissan Corporate never got the opportunity to inspect the vehicle for possible defects as you outlined in our verbal conversation. So... already, one out of the three promises was undeliverable before I even left the vehicle with you. I am okay with that. I didn't expect the Nissan team to follow through with that promise. Trust me... it sounded good, though! The next issue is more where I had my expectations meet a failure to deliver. The carpet was waterlogged. It was not in a condition you would expect a vehicle's carpet would be in after only 30 miles on the odometer. This was no fault of me or my wife... rather, an oversight or failure at some point in delivery from Nissan. You promised to have this carpet removed, then replaced with a new carpet. Instead, the carpet was "detailed" to remove any dirt, debris, and aroma that may have resulted from the waterlogged cabin. The carpet was still damp when I took the vehicle. The job wasn't done thoroughly and ended up with a lot of soap residue left in the cabin up return. We had to clean the cabin ourselves upon receipt of the vehicle. The next promise was the only promise that showed "promise." This has got to have been the easiest promise to deliver. A new floormat. How difficult is that? It required no disassembly. No reassembly. Literally a "set it and forget it" type resolution. Instead, we were left with the same floor mat that was delivered to Wesley Chapel Nissan when my car was left in your care. Listen, we are not unreasonable people. We are just that: people. If you make a series of promises, we expect you to honor AT LEAST one of them. If it was not in your power to promise in the first place... then why even bother? For the sake of this response, let me share what went well. Upon delivery of my vehicle, we were placed in an Enterprise rental vehicle. This process took about 15 minutes, which included the trip to Enterprise from Wesley Chapel Nissan. The kind and courteous staff was friendly and professional when placing us in our rental. The rental was sponsored by Wesley Chapel Nissan, so we only paid a refundable deposit. Returning the vehicle was owned by the Wesley Chapel Nissan service department, so it was effortless to get in and out of a week-long rental. Thank you. Also, I have faith that Austin and his team had my best interests in mind. By the sounds of it, he tried his best to ensure we received the best care for our vehicle. He sounded authentic and empathetic. He answered all my questions the way a person would expect from a service professional. What made it exemplary was his unbroken attention with my visits and phone conversations. As long as he was responding to my queries, he made every effort to treat me as a V.I.P. As a side note, there was guy that intercepted me on the day that I picked up my vehicle. As I approached the service counter, he noticed me and began an intercept approach. Once he was within a comfortable range, he stopped... arms akimbo, and of fered no friendly demeanor or introduction. I introduced myself and offered to shake his hand in which he almost refused, at first... before finally accepting the gesture and still said nothing. I asked for Austin, in which Austin appeared quickly before a response was given. If this is the type of reception that people get for entering the service department, I can understand why people might want to go elsewhere. That nameless man did not make me feel welcome and I hope to never encounter him again. I know you asked for us to call again. However, I have left voicemails already. You claim not to have received them. That's fine. I can't hold you to something you never received. However, I will ask this... has it ever occurred to you to follow up with the customer? I follow up with ALL my clients to ensure that their concerns were all addressed. It isn't a hard concept. If you haven't heard from me, maybe you should have followed up. The bottom line. We are tired of the lies. Just be honest. If there is nothing you are capable or willing to do, just say so. Since we have received the car back, it has not yet been waterlogged within the cabin. We will stay vigilant on this matter. Since there is nothing left to say, there is no need to speak on the phone. We have lost faith in your establishment and will not recommend anyone to head there. The good thing about your type of business is that, in the long run, you don't "have" to care about any one individual because you will always have customers. This will just be addressed as a "one off" or outlier. Everyone will return to making profit and accountability saved for the next encounter. I hope that this situation is evaluated and injected into future training sessions. I don't mind helping future car buyers receive the best experience based off the lessons learned by your staff from experiences like mine. After you made those promises to me, you asked me to augment the review. I agreed. This is the result of my experience that you asked for me to post. I hope this helps. Thank you for your time. ~ Alex ~

Wesley Chapel Nissan responded

Good Afternoon, I left a few messages and also austin to speak to you about the issue you had with your new versa. We have your brand new floor matts waitting for you at the device dept. Please call me when you have some free time Troy Stevenson 813-727-4111