Travis Murdock

Tim Dahle Nissan Southtowne responded

Nissan has conducted an evaluation of the reported issue and has determined that it aligns with the normal operating parameters of your Titan. This conclusion suggests that your truck's performance, including its shifting, is in line with the intended design. As you rightly mentioned, neither you nor our dealership have control over this particular aspect of the vehicle's performance. Regarding the matter of a rental car, it's important to note that Nissan has made the decision that no repairs are required for your vehicle. Consequently, they are not covering the expenses associated with a rental car. This policy is set by Nissan and not determined by our dealership. When it comes to the trade-in value of your truck, the calculation takes into account all of Nissan's current rebates and incentives. This means that if you were to trade in your truck, the price of the new vehicle would reflect these discounts. We acknowledge that this situation may not meet your expectations, and we want to emphasize our commitment to understanding and addressing your concerns. Regardless of the number of negative reviews you may choose to write, your feedback is important to us, and we are dedicated to doing our utmost to resolve any issues you may encounter. Your satisfaction remains our priority.

JohnF responded

I could accept this response BUT your service department and your sales staff tried to say repeatedly that the issue we are experiencing is NORMAL. There is a huge difference between being normal and unidentified. I was with you when we tried to replicate and it did not happen which that in itself tells you when it does happen is not normal. The definition of normal is: “the usual, average, or typical state or condition.” By definition it would be happening on a regular basis and would be consistent not abnormal. The bumping that is occurring does not happen at a standard time, speed, elevation, pressure, motion, etc., making it abnormal and not something to be expected. I was told by your service manager(s) that the Nissan engineer DID replicate it and it was normal. Then we were told he did not replicate it and it was still normal. The stories don’t match. I have no reason to lie about this issue. I chose this vehicle, I chose your dealership as dumb as my decisions may now seem but the bumping has been witnessed by a few other people and they agree it is not normal BUT I have to work and need to get back and forth to work so while Tim Dahle and Nissan continue to hold to the no rental car policy because it’s the easiest to hide behind because the problem “wasn’t replicated” I continue to have to drive a vehicle that may or may not have a safety issue associated with it! Buy it from me and you drive it every day if you are so confident in it! I purchase dealerships not just vehicles and I feel the rating I am giving is currently warranted and yes I will continue to keep soliciting other Titan drivers that have identified the same issue and their service departments agree it’s not normal and are trying to identify a solution to help their customers. I have other Titan owners from 2021-2023 that state and feel what I’m talking about that say their Titans DO NOT do this. Again, why would I have to lie about this issue. I am passionately pursuing it because I do not know if it is a safety issue and you say you are concerned but dealerships have the ability to step out and do what they want to help customers. I worked at a Nissan dealership before so when I hear that you will only give me $46k for a $63k truck because of rebates when I know that the current market for my truck would support you giving at the very least $50,300. Plus you have other way to help with back end funds, packs, etc. we could work to make this right but you do not give the impression of wanting anything more than to check that deal box and push us out the door because you got our TWO car deals on the same day. You want to chat about this reach out if not I am going to continue defending my position on this vehicle because something is wrong with it and I don’t trust it enough to put my family in it. Thank you.

JohnF responded

Agree to disagree. Look at your previous response where you stated that you were unable to replicate the issue so that is why you cannot pay for rental cars or step up to stand behind a better customer satisfaction toward a trade in on a safer vehicle. How is it that it’s been evaluated and found to be normal when you also say you have not been able to replicate it to substantiate it. Your service manager sat there and told me when I asked him what to do and just smiled and said just drive it when I said I guess we will just drive it until the transmission falls out because this is not normal shifting. Guess he thought my concerns were pretty amusing, as you all do. I just don’t see how one response can say you couldn’t replicate it but the next response says you evaluated it and it’s within normal operating standards. Can’t be both if you couldn’t replicate the issue and it definitely isn’t normal. Guess spending $100k in a day only gets you a full tank of gas and an escort to the door because it definitely doesn’t go far on the loyalty spectrum. Don’t even get me started again on all the others that we have brought in that xxxx sure didn’t get us anywhere on a loyalty scale. Unfortunately, you were not in the truck today AGAIN when it was coming to a stop at a light and a crosswalk and it bumped hard again and slightly forward. Luckily there were no cars nor kids in front of the vehicle. Someone is going to get hurt! Heck of a solid design I would say. You are right I can do as many reviews, ads, complaints, emails, billboards that I choose to do and you can continue to respond and talk about customer support but I can say that I have at the very least reached out to try and talk to you in person, over the phone, via email, and in review. Now I have to deal with not getting my money back from a previously canceled warranty from you guys and WAITING for someone to take action on it. Then when I trade this vehicle I will get to grace the dealership again to get another cancellation for this current Forever Warranty that really serves no purpose. We can continue going back and forth about this but know that we will NOT see eye to eye nor will we agree with your position on things. If this were a normal situation your trade analysis would be 100% accurate and would be on me to suffer the outcome because I just made a stupid “mistake” to go with your dealership. This is not a stupid “mistake” on its own. It’s not a normal issue with this truck the transmission shifting is not correct and what you say is a correct design I say is a design flaw and by no means normal but hey I’m no expert right you guys are! Your charged with taking care of customers best interest when doing business and you feel you have done that so all I can do at this point is share my concerns far and wide and hopefully educate others so that they do not make the same “mistakes” we made in our decisions. If something changes to get me to change my 1-star review I will gladly do it but things continue to stack.

Tim Dahle Nissan Southtowne responded

I apologize if you feel that we may have misled you or provided you with inaccurate information; that was never our intention. Communication can sometimes be challenging, and I understand how optimism can be interpreted as a definite solution. However, in order to offer a meaningful solution, we must first identify and confirm the existence of a problem. As it stands, no one within our team, or even at Nissan, has been able to verify or replicate the issue you've reported. To clarify, until we have your vehicle for a sufficient duration to attempt reproducing the problem, Nissan will consider there to be no issue. I've made several attempts to explain this, and I understand that it may not have fully resonated with you. If there are any details I may have missed or if there are further aspects you'd like to discuss, please don't hesitate to reach out to me. Your feedback is essential, and I'm here to assist you. You can contact me at your convenience at 801-727-3669. Thank you for your understanding. Sincerely, Travis

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.

JohnF responded

The other issue with this is that when I brought this to your service managers attention he immediately and emphatically said I know what the issue is I have definitely seen it before and we can fix it! It’s a differential issue. He sat there and looked me in my face and told me he knew exactly what the issue was and it was an easy fix but then walked it back He let me describe the issue to him and your salesman described it to him as well. It was not normal. It needs further investigation and it did it again twice this morning before stopping. One was literally a big enough bump that it felt like the truck jumped forward. That is not normal and no vehicle is designed to feel that way. If it was normal Nissan would have come out with a statement to the fact to let customers know. My truck is far from normal!

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!