ComplaintsforTim Dahle Nissan Bountiful

• Initial Complaint

  04/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased a used 2017 Hyundai Santa Fe Sport from Tim Dahle (TD) Bountiful in October 2022. Isaac talked us into buying an extra warranty for $3100 because it was a high mileage car (87,000) and it might break down. This week, the check engine light began to flash and the car lost power, unable to drive faster than 20 MPH. We called TD and were told to bring the car in and leave it. We asked them for the rental car that is included in the warranty. We were told there were no rental cars available. The next day they called and told us the car "threw a bearing" and needed a new motor, which was covered under their warranty but we needed to come in and sign some things and pay the $206 for the diagnostic. They then told us that it would cost over $1,400.00 because in addition to needing a new motor, several other items were "critical", such as brake fluid, transmission fluid, coolant, and some other things. The next day, they also told us that neither the motor, nor these other items would be covered under the extra warranty we bought because they were still under warranty from Hyundai, but they could do the repairs if we paid the $9,000 (which is almost half the price we paid for the $20,000.00 car). We asked why essential fluids were critical after only having the vehicle only 5 months and were told they do not check fluids on any used car they sell. So we paid the $206 diagnostic fee and drove the car (at 20 MPH) almost 30 miles to a Hyundai dealership and after only 2 hours in the shop, I was told that everything TD told me was a lie. All the car needed was a software update, which Hyundai did free of charge, and I now have my car back in perfect running order. TD outright LIED on the entire diagnostic, attempting to defraud me out of over $9,000. I want a full refund of $3100 for the useless TD warranty and $306 to reimburse me for travel and the fraudulent diagnostic, as well as $480 for the 3 days of work I had to miss dealing with this.

  Business response

  04/19/2023

  Happy to help. After speaking with our service manager the reason it was declined by the warranty company is because it was still under manufacturer warranty which is what would cover it before the other warranty would because it's 'aftermarket' not 'factory'. that being said we are happy to cancel the warranty and give you the pro rated difference. let me know when you'd like to come in and we can have you sign the papers needed for that. 

  Thank you,

  Ryan 

  Customer response

  04/19/2023

  
  Complaint: ********
  
  I am rejecting this response because:  This response does not address the far more serious issue of the fraudulent and/or intentionally falsified diagnostic report your service department gave us, which claimed (in writing) that the engine had "thrown a bearing" and the engine needed a "completely new motor", and was "critically low" on essential fluids.  None of those things were true, based on an actual diagnostic report done shortly afterwards by Hyundai.  See submitted documentation.

  Nor does the response address the $206 you charged us for that fraudulent and/or intentionally falsified diagnostic report, or the $100 in transportation costs or the $480 for the 3 days of missed work we incurred due to having to travel to and from your service center as a direct result of the fraudulent and/or falsified diagnostic report your service department gave us. 

  Finally, it does not address the fact that your salesman knew full well when we bought the car that the $3100 warranty he sold us was an unnecessary expense and would be completely useless to us because the vehicle was still under the Hyundai warranty. 

  We feel that your company used some very unfair and unethical, if not downright illegal, tactics from the moment we signed the contract right up to the point in time where your service department submitted the fraudulent and/or intentionally falsified "diagnostic report" in order to try to cheat us out of over $9000. 

  Again, we are asking for the full refund of the $3100 for the useless warranty we were talked into purchasing based on the intentionally deceptive tactics of your salesperson, $100 in transportation costs (which doesn't cover the full amount, but it's all we have receipts for), $206 for the fraudulent and/or intentionally falsified diagnostic report you charged us for, and the $480 in lost pay due to the fraudulent and/or intentionally falsified diagnostic report your service department submitted to us.
  
  Sincerely,
  ***** *****
  

  Customer response

  04/24/2023

  I reject this response because your salesperson should never have talked us into purchasing an "aftermarket" warranty when he had to know that the vehicle was still covered by the "factory" warranty.  He also had to know at the time that he was talking us into buying it that the "aftermarket" warranty would not be honored by you because of the remaining factory warranty, so he intentionally sold us something that he knew that the company had no intention of honoring.  That was incredibly deceptive of him to not mention the factory warranty when he was doing his best to convince us of the absolute necessity of purchasing the aftermarket warranty.

  
  

  Talking us into purchasing the "aftermarket" warranty while the vehicle was still covered by the factory warranty isn't like talking someone into buying a spare tire because the vehicle didn't come with one; it was like talking someone into buying a spare tire, knowing that the vehicle already had a spare tire, and then not giving us the spare tire you sold us because it already had one.   

  
  

  We paid you $3100 to provide us with a valid warranty, and you did not provide us with a valid warranty.

  
  

  Furthermore, you did not address the fact that your service department submitted a completely fraudulent diagnostic report which claimed (in writing) that the vehicle had "thrown a bearing" and needed a completely new motor, and then charged us $206.00 for that fraudulent report.  I have to admit that even though I already knew your company doesn't pride itself on honor or customer service, it is still troubling to me that you neglected to even address the fact that your service department attempted to defraud us by providing us with a diagnostic report that was clearly a lie.  

  
  

  That the diagnostic report was a lie cannot be disputed.  It is not our theory or a guess; it is based on evidence which is all in writing, signed by your service department.  This fact can be verified by the fact that another service department performed the same diagnostic within a day of yours and found nothing wrong with the vehicle other than just needing a software update.  And THAT fact can be verified by the simple fact that the vehicle now runs perfectly after having the other service department perform that FREE diagnostic and FREE repair (half hour software update).  I wonder how many thousands of dollars have been stolen by your service department providing "repairs" that weren't needed.  There is clearly something amiss with either your diagnostic machine, or the people running it.

  
  

  Also, all the essential fluids that your diagnostic said were "critically low", were all found to be at optimal levels by the other diagnostic report.  Another verification that your diagnostic report was intentionally falsified.

  
  

  This means that you did not actually provide the service you charged us for, so we feel that we should be reimbursed for that $206 we paid for your fraudulent diagnostic report.  

  
  

  To sum up:  

  We would like to be reimbursed for the FULL $3100 that we paid for the useless "aftermarket" warranty that should never have even been brought up in the sales discussions because the vehicle was already covered by the "factory" warranty.  

  We would also like to be reimbursed for the $206 we paid for a "diagnostic report" that was clearly fraudulent. 

  
  

  Business response

  04/24/2023

  The reason it was recommended to get a new engine is metal in the oil it was found while doing the diagnostic, anyone can erase a check engine light however that doesn't fix the true problem, we are willing to help out and cancel the warranty but everything we've done is done to recommendations by professionals. The warranty will cover anything not covered by factory and stated in the warranty stipulations.  Please let me know if we can help cancel said warranty.

  Thanks

  Customer response

  04/25/2023

  
  Complaint: ********
  
  I am rejecting this response because:  The reason your service department said we needed a new motor was because they said it had thrown a bearing.  That is what is written in their report.  There was no mention of metal being found in the oil.  The only mention of fluids was that they were all "critically low", which turned out to be a lie.  It's interesting how your story keeps changing though.  

  And no one "erased" a check engine light.  When I brought it in to your service department, it couldn't go any faster than about 20 mph.  After an actual diagnostic was done by a reputable dealership, the necessary software update was done, at which time the check engine light went off, but more importantly, it started running perfectly.  

  I do not want to keep going back and forth on this; I have wasted enough time attempting to get my money back for things that I never should have been charged for in the first place.  

  Yes, I absolutely want the warranty refunded.  Not a pro-rated amount; the FULL $3100 I paid for a warranty you knew would never be honored.  I also want the $206 you charged me for the bogus diagnostic refunded in full. 

  This is the absolute minimum I feel we deserve after all the lies and deception perpetuated by your company, and I will accept nothing less than the $3100 refund for the warranty, and the $206 refund for the fraudulent diagnostic. 

  I do not believe in the old adage that the customer is always right.  But I do believe in honor and doing what's right.  You know your salesman was being deceptive in selling us a warranty he knew would not be honored, and you know your service department was being deceptive by trying to tell us the car needed over $9000 in fluids and repairs that it did not need.  All the evidence is attached to the original complaint.   

  We are not asking for anything that any reputable company would refuse.  

  Sincerely,
  ***** *****
  

  Business response

  04/26/2023

  Yes, the reason they gave the bearing diag was because of the metal in the oil. Nothing misleading at all the I agree everything provided does show this. I am happy to help on the warranty cancelation and nothing was done to mislead you on the warranty which is still in tact and will protect on anything the factory doesn't have coverage on and that it states. There is no reason for anyone to be "deceptive' especially when in no way will it make any money for them because the engine was still covered under Hyundai. Please let me know if you'd like me to move forward with warranty cancelation and getting that portion to you. 

  Thank you 

  Customer response

  04/27/2023

  
  Complaint: ********
  
  I am rejecting this response because: You keep ignoring the fact that another diagnosis was run shortly after yours, which was completely contradictory to yours.  And there were no "critically low" fluids anywhere in the vehicle, another fact that you continue to ignore.

  But more importantly, after the legitimate diagnosis was done by a reputable dealership and the software was updated, the vehicle has run flawlessly ever since.

  It is clear that you have no intentions of making things right or correcting the mistakes made by your employees, intentional or accidental.  Either way, a reputable dealership that cared about customer service and doing the right thing would take a look at the evidence and wouldn't waste everyone's time by arguing and would just make it right.

  We are asking for very little; only what we paid for but did not receive.

  I used the spare tire analogy before, where your salesperson sold us a spare tire (warranty) while knowing the vehicle already had a spare tire, and then refused to give us the spare tire he sold us because it already had one.  Now you're offering to give us part of the money back for a spare tire (warranty) we never received and never should have been talked into buying.  Unacceptable.

  Please refund the full $3100 for the useless warranty, and the $206 for the fraudulent diagnosis, so we can both move on.

  Our next step is mediation.  As I said, it won't be difficult for anyone to see that your company is 100% in the wrong here.

   

  
  
  Sincerely,
  ***** *****
  

• Initial Complaint

  09/12/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  This company is a total *************** fraud. On 8/29/22 contacted TDN by phone to get warranty coverage questions. I have the 4ever warranty as long as I own it. Plus 10 yr outside powertrain issues. I drop my car off On 8/31/22. Before I dropped it off, i was told by ************** was eligible. **** would text or call me w/updates. told me the warranty company required me to pay a $385 fee to do an update b4 he could open a claim. I thought that was odd so I called A couple other Nissan locations. They had no idea what he was talking about. Including the mechanic he said my alternator is running too low so theres a power issue & warranty should cover it. I called the warranty place. They confirmed **** lied. He just had to open a claim. They also said the diagnostic was included in the claim and he would get paid for it once he submits everything.. I told him I didnt want them working on my car. minutes later I get a text for $176 for a diagnostic test. **** the mgr said. Because I know the receptionist h*** Gv me a break so $100.. never told me they were going to do any test! . I was MAD! Warranty said its included. ***** calls 5min later. said if I dont pay, theyll charge $176 & take the rest out of my friends check & fire her! I was forced 2 pay. ***** was saying F this & that. I was supposed to be out of here at five. Blah blah blah. Took my car back to the original mechanic. He said I guarantee u they did not do a diagnostic test. if they did, they wouldve found out immediately my battery had a direct short & was pulling down the alternator! (But threatened & charged me) as well as their employee! Before I could get it into a shop. I drove my car. Had to pull over with my kids in it. my battery almost blew up while driving! i heard a lot of warranty fraud from this Co. I will also call the warranty company & other complaints to investigate it. I want my $107 back And this company investigated. (this page wouldnt let me select refund)

  Business response

  09/26/2022

  We have refunded this customers money, and the issue is taken care of. 

  thank you,

  *********;

  Customer response

  09/27/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  08/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On June 24th, 2022, I purchased a used car, a 2013 ***** Traverse, from *** Dahle Nissan in Bountiful. The car was listed for approx $10,800. We were told the car had received a 176 pt safety inspection and were guaranteed there were no issues with the car. During the test drive, the air conditioning was not working, the windshield was broken, the driver's side taillight was out. We negotiated to have those fixed. However during the signing of the paperwork, we were shown various additional charges that were never mentioned prior. We were charged a $299 fee for a once a year key *** replacement and $299 fee for some special brake light system that "they install on all their cars for safety." My car does not have this system installed or it doesn't work. Upon leaving that day, I was given a key, but no key ***. I inquired and was told that my salesman could help me. After weeks of going back and forth, they agreed to order a key ***. During this time, I also received a call from them saying that they "had forgotten to do an emissions check" on my car. I asked if this was why I had not yet received my license plates (4 weeks later). She said yes. So I scheduled to have the *** and the emissions done at the same time. I was told it would take about 1-2 hrs. When I pulled in for my appt today, August 9th at 8:30, they said "we can work you in but it is going to take most of the day". I told them what I was told so they said they could squeeze me in, but it would still take about 4 hrs. Here I sit waiting and it is clear to me that this business is not transparent, not responsive to issues and flat out lies to try to get you to go away if there are problems. My car wasn't given a sufficient inspection and I would like one, done transparently with documentation, along with any repairs made that don't pass the inspection.

  Business response

  08/24/2022

  I do believe we did some work on the vehicle after it was bought even with it being an as is vehicle at least from what I can see. Is that right?

• Initial Complaint

  08/03/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I went to Tim Dahle Nissan Bountiful with an emailed "up front **************** card member price" offer for my car of $17,799 + $289 Fees. Total Price $18,033. After deciding to purchase the vehicle we are told there is an additional charge of over $1800 that covers the cost the dealership incurred getting the car ready for sale. We asked why that wasn't included in the upfront cost? We were informed they use the lower price to get people in the door but they try to tell everyone during the test drive there will be additional expenses. I feel this is a bait and switch tactic. We had a written offer for $18,033. ***** comes back with an offer to split the extra cost. We reluctantly agreed. We made it clear to both **** and ***** we did not want any additional fees or charges as we had come with an expectation of $18,033. When financing we, AGAIN, made it clear to ********************* we did not want any additional fees and turned down the warranty. We had been there over 3 hours, and needed to get home. **** said he understood we needed to leave and said he'd quickly go over a few last items. He proceeds to tell us about some features of our car, asks us to e-sign a few more places, and we leave. After taxes and our down payment we thought we had a loan of $17,447.60. A few days later I see our loan is $5,411.75 higher than we had understood! I get out the contract and see our $18,033 car had morphed into $25,859.35! **** had charged us for what we thought were "features" of our car. He never once told us these were options or mentioned any cost associated with these extras. We had trusted him and "e-signed" the contract without realizing we were victims of a predatory practice. We reach *****************, the *** who promises to cancel charges and call us back the next day. He doesn't return our calls and "ghosts" us. We were also misled about our loan and told we'd pay more if we paid off the loan early or used our own line of credit. ***** Fargo confirmed this was untrue.

  Business response

  08/17/2022

  Hello, We are sorry that your expectations were not met, I am Happy to help I can't say that the total deal will completely change but I am sure we can do something to try to help. Is there a time we can meet? Please let me know when works for you.

  Thank you,

  *********;

• Initial Complaint

  02/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  When purchasing my vehicle on Jan 15 2022 I asked the salesman to give me extensive info on any and all issues with the vehicle. He informed me of nothing. Upon bringing the vehicle home I found issues with the passenger door and the radio, I brought the vehicle to the dealer asking for a discount on the repairs as I did my diligence as a buyer and they lied to me, but they refused to help me at all, and suggested other places I could go go get the issues fixed.

  Business response

  02/16/2022

  Camerin, sorry to hear about your experience what are the issues with the door and the radio you had? I will see what can be done to help out, it is an as is car but we'll try to help. 

  Thanks,

  Ryan 

• Initial Complaint

  02/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Had I known about this issue before, I would have filed a complaint before. I was getting a quote for insurance and I discovered that the vehicle sold to me by Tim Dahle Nissan Bountiful had a salvaged title. Not once did they say anything about my car being in an accident or having a salvaged title. this company is not honest in any way, I am very dis satisfied with the dishonesty of the people working there. I unfortunately expect people to have SOME integrity. it seems there are few people still left in this world have ethics.

  Business response

  02/07/2022

  Good afternoon ******, We do our best to let everyone know on vehicles like these. I'm sorry if it was missed here. I would like a chance to make this right maybe get you out of it or at least speak and try to help. Would there be a time you can come into the dealership and discuss it?

  Thank you,

  Ryan 

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩