After a less-than-ideal experience with the service - StevenS
After a less-than-ideal experience with the service department at Nissan of Redlands, I am happy to share a very different experience thanks to Kimberly Gonzalez, the Owner Loyalty Manager. In less than 24 hours of leaving my original review, Kimberly reached out to me, and I cannot say enough good things about her.
Kimberly had already taken the time to look into the situation and handle the issue before she even contacted me. From the very beginning, she was extremely sympathetic, understanding, and professional. She quickly rectified the problem and went above and beyond to make sure everything was handled correctly. She genuinely listened to my concerns, apologized for the experience, and explained how she would reiterate the proper procedures with the team to help ensure this situation does not happen again in the future.
What impressed me most was that she didn't just say the right things; she followed through on them. She handled everything diligently and even reached out the following day to check in and make sure everything was going well. She also provided me with all of her contact information so that if I ever needed assistance in the future, I would have a direct way to reach her.
Nissan of Redlands is extremely lucky to have Kimberly Gonzalez on its team. She is a fantastic businesswoman who stands behind her word and genuinely cares about making things right when a customer has a negative experience. She took a situation that left me incredibly frustrated and completely changed my perspective through her professionalism, accountability, and commitment to customer satisfaction.
My original review reflected my genuine frustration with what happened, and I stand by the fact that the initial experience was unacceptable. However, I also believe it is important to recognize when a business takes responsibility and makes a sincere effort to correct a problem. Kimberly did exactly that, and she deserves recognition for it.
Thank you for everything, Kimberly! You went above and beyond what I expected, and you absolutely earned my business and then some! Because of the way you handled this situation, I would feel much more confident returning to Nissan of Redlands in the future. I hope management recognizes the value you bring to this dealership, because customer service like yours makes all the difference.
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