ComplaintsforTim Dahle Nissan Southtowne

• Initial Complaint

  08/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Our 2019 Nissan Sentra was towed here from a previous mechanic because they couldn't figure out why the newly installed brake light switch wasn't working. Tim D**** Nissan tried to convince us to take it back to the previous mechanic even though we told them that they couldn't figure it out. After a week they finally looked at it said they fixed it and then charged us for the repair. When we came to pick it up, it started in the parking lot so it seemed like the brake light switch was fixed, so we paid the bill. However, when we went back to drive it off the lot, it wasn't working again and we immediately went back into the dealership. They charged us a second diagnostic fee on a completely new ticket, even though we couldn't even drive it off the lot after they "fixed it" on the first ticket. They decided to order a new part to see if that would fix the problem. After another week they called us back again and said that the car was fixed. It started multiple times and so we drove it off a lot, but half a mile away another problem emerged that was directly related to the first brake light switch not properly being diagnosed and taken care of. They tried to blame the previous mechanic for installing the part wrong, although somehow they told us they had "fixed" that on the first ticket. Regardless of the original mechanic's fault, we feel that they should have replaced the original "incorrectly installed" part the first time, or at least cover the need to do more repairs if they indeed claimed they had actually "fixed" the part, which "repair" actually isn't even documented on the first ticket. This 3rd issue emerged directly as a result of thr unrepaired "repaired" part, which again received a new third ticket. We tried to follow up with the customer loyalty manager to at least have the second new diagnostic charge refunded, but they just verbatim repeated the same blame game and I didn't feel heard or valued at all.

• Initial Complaint

  08/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I bought a 2015 Audi SQ5 from them. Signed all the documents and gave them all the paperwork they requested and sent them the insurance info as well. 2 days before the first payment was due (43 days after getting the car) they called saying that the loan company decided to decline the loan and that they want the car back now. I had given them a $1000 down payment and they had charged me $1000 more than what they listed online and were not able to explain it, but I needed the car so I accepted. I called them back several times and no answer. I wasn’t able to answer the phone the couple times the guy (Ruben in finance) called me as I was at work and I usually called back right away and he didn’t answer. I called the general manager and he didn’t answer. They haven’t made any further attempts to contact me. I took the car in to get looked at and they came back with a $30,000 repair bill that the Tim Dahle Nissan had missed on their inspection. This is beyond ridiculous at this point. I am seeking for them to either offer me the car at this point for free or for them to do in house financing and pay the repair bill.

• Initial Complaint

  07/01/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  July 11, 2023 made a purchase and the 2020 Cadillac Escalade the dealership sold me for over $65,000 dollars is inoperative. I've had car trouble since week one and the companies forever warranty the shared with me to obtain the purchase has not been honored. Mechanical issues were suppose to be forever.

  Business response

  07/03/2024

  I can certainly understand your frustrations on having a vehicle that is not working to your satisfaction.  I would love to help you in your situation.

  There are however a few things that are not explained in your original complaint.

  The price you say you paid is grossly over inflated.

  We have repaired several items under the forever warranty

  We had traded you out of the Escalade into a Jaguar.  We even had signed all the paperwork, and you were driving the Jaguar for a few weeks

  You then brought your friend in who was going to help locate a vehicle for you that you would like better than the Jaguar, but he could never find one that you liked.  

  At that point you returned the Jaguar and we unwound that deal and allowed you to keep your Escalade.

  As for the coverage on the forever warranty.  It covers the internally lubricated parts of the engine and transmission if you have done all of your required maintenance with the dealership.

  I would be happy to go over what is currently not being covered and see what I can do to help.  My direct line is ************

  Thanks,

  *******************

• Initial Complaint

  07/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I reached out to this car dealer about a vehicle for sale. I spoke to a salesman named ******* on Saturday June 29th and set up an appointment for Monday July 1st at 9:00 AM. I told him we lived in ******** ******* and would be driving down the ************** for this vehicle. My wife and I drove 500 miles one way to find out that the van was sold Saturday night. No email or phone call was made to me regarding the sale of this vehicle. We wasted sixteen hours of driving with our 2 year old son. It cost us $300 to drive down and back.

  Business response

  07/03/2024

  I'm sorry that you made that drive for a vehicle that was no longer available when you got here.  I have instructed my salespeople to inform our customers when they notice a vehicle has been sold.  Sometimes they do miss it especially over a weekend where we have close to 400 cars on the lot.   I hope my salesman offered to show you a similar vehicle.  We generally have multiple vans on the lot or inbound.  I assume we did not find an alternative that was to your liking.  I would love to help you locate one and can offer you a discount of the $300 you spend on your previous trip on a future purchase.  Please call me at ************ and let me know what you are looking for so I can help locate it for you.

  Thank you for your time and I look forward to helping you with this purhcase

   

  *******************

• Initial Complaint

  06/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The service department is horrible. The did work in January and messed things up that at the beginning of June my engine blows and they tell me I need a new one after spending less than an hour diagnosing it. They didn't check fuel lines, spark plugs or anything, just jumped to the most expensive and catastrophic fix. My husband and I bought the extended warranty when we bought this car from them. Any issue with the engine was supposed to be covered by the warranty. But the service tech working on our vehicle didnt even consult the warranty company, even though we told him multiple times about the warranty. When we asked again about the warranty after he told us the fix would be over $16K, he said he "forgot". The next business day comes along this tech asks us for all the service records on the vehicle, as the warranty company is asking foe them. We send him the records and hear nothing for two weeks. I finally called the warranty company and asked about our coverage and they said they told the service department the claim was denied almost two weeks pruor. Yet no one reached out to us to tell us about it. When I asked the service tech and manager about this they claim they "never heard anything" from the warranty company. When we asked to cancel the warranty we kept getting the run around from every department we were sent to. No one wanted to help us. The service tech and manager and the finance guy all spoke to me as if i were a dumb annoying woman, yet one referred to me as a b**** as I was leaving so... Trying to get any one to be held accountable for so many mistakes on their end is absolutely impossible. When we went to have our now undrivable vehicle towed out of their parking lot the service tech threatened us of a lien if we didn't pay a $250 diagnostic fee. A fee we were never informed of and later was under the impression that the warranty already paid this fee per the charges that were covered by the intial claim.

  Business response

  07/11/2024

  Dear *******, I sincerely  Apologize for the inconvenience you experienced. Your feedback is invaluable, and Completely understand your frustration. In an effort to rectify the situation since the warranty was unable to cover your service repair you can talk with finance and they can refund you with whatever is left of the warranty existing. Once again I apologize for the inconvenience this has caused. Please do not hesitate to contact me if you need any additional assistance.  

• Initial Complaint

  05/06/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Dear Better Business Bureau,I am writing to lodge a formal complaint against ***************** Nissan regarding unethical business practices and misrepresentation of charges. On April 30, 2024, I visited ***************** Nissan for a routine oil change and basic maintenance check on my vehicle.During my visit, I was informed that several unnecessary services were required to keep my vehicle running smoothly, despite my request for only basic maintenance. Despite my objections, I was charged over $1,300 one of visits on some services that were not needed, with the explanation that they were mandatory according to Nissan standards.The most recent unauthorized service amounted to $602.86, documented under RO number ********. However, I believe this issue extends beyond the latest incident, and I request a full refund of all charges dating back to the initial instance where unnecessary services were recommended by ***************** Nissan.Subsequent to this incident, I contacted ***************** Nissan to request a refund for the unnecessary charges, but my concerns were dismissed, and they refused to reimburse me for the erroneous expenses.I possess detailed records of all services rendered and expenses incurred. I urge the Better Business Bureau to investigate this matter thoroughly and take appropriate action to ensure that ***************** Nissan rectifies their unethical business practices and provides restitution to affected customers.Thank you for your attention to this matter. I look forward to a swift resolution.***************************

  Business response

  05/13/2024

  To Whom It *** ********************************* manager has reached out to the customer in question on this complaint and she is happy with the work provided on her car. 
  
  She informed us that it was her son that complained on her behalf. 
  
  In regards to the current visit for $602 we did:
  
  Crank case cleaning 
  Direct injection service 
  Oil Moa additive 
  
  All of which are normal routine maintenance for a vehicle with ****** miles on it. 
  
  And she purchases a years worth of oil changes. 
  
  Im sorry that her son is upset and feels like we are not helping out. We did reach out to him as well but he was unwilling to let us explain that the work performed is routine maintenance. 
  
  Im unsure what exactly the previous work he is unhappy with but it looks like we have had the vehicle in a few times including repairing the brakes. 
  
  We always explain to the customer what recommendation are for the upkeep of their vehicle and give them the opportunity to select what they want done prior to performing the work. 
  
  We are always happy to explain what work has been performed to the customer if they have any questions. 
  
  Please reach out if any further information is required on this case. 
  
  Thank. 
  
  
  Ben

  Customer response

  05/15/2024

   
  Complaint: 21675402
  I am writing to address a deeply concerning issue regarding the recent service I received at your dealership. Firstly, I must express my disappointment in the unethical conduct demonstrated by your team, particularly in the misrepresentation of communications and the unnecessary maintenance charges levied against me.
  
  
  Despite previous assurances, it is evident that there has been a breach of trust in the handling of my vehicle's maintenance. Upon consulting with a trusted professional mechanic, it has come to my attention that I was unjustly charged for maintenance that was deemed unnecessary and, furthermore, falsely attributed to Nissan's recommendations.
  
  
  This misinformation not only reflects poorly on your dealership's integrity but also casts doubt on the credibility of your service department. As a loyal customer, I expected transparency and honesty in all interactions, which regrettably have been lacking in this instance.
  
  
  Therefore, I formally request the following actions be taken:
  
  
  1. A full refund for the unnecessary maintenance charges imposed on my vehicle.
  2. A complete reimbursement for future oil changes at your dealership.
  3. Assurance of rectification measures to prevent such unethical practices from recurring in the future.
  
  
  Furthermore, I am deeply disheartened by the choice of assigning the lowest-ranking personnel to address this serious matter. It is imperative that management takes responsibility for such grievances and demonstrates a commitment to ethical business practices.
  
  
  In light of these circumstances, I have no choice but to take my business elsewhere, as I can no longer place my trust in an establishment that fails to uphold the principles of integrity and honesty.
  
  
  I trust that you will give this matter the attention it deserves and take prompt action to address my concerns. Failure to do so will compel me to pursue further recourse to ensure that justice is served.
  
  
  Sincerely,
  
   
  
  
  
  ***************************

  Business response

  05/24/2024

  As previously mentioned all of the work was explained prior to being performed.  But as a good will to the customer, we will refund 1/2 of the last service that was done if this will keep the customer happy and remove the negative review.

  Thanks

   

  Ben

  Customer response

  05/28/2024

  Subject: Acceptance of Offer and ************** Concerns
  
  
  Dear BBB
  
  
  I am writing to inform you that I accept the offer regarding the recent service issues. I would like the payment to be issued in the form of a check.
  
  
  Additionally, I want to express my concerns about the integrity of your service recommendations. As an older woman, I feel that I have been taken advantage of with suggestions for unnecessary services that are not specifically required by Nissan Corporation. I expect that in the future, their team will adhere strictly to the manufacturer's service guidelines and provide honest, transparent recommendations.
  
  
  Thank you for your attention to this matter.
  
  
  Sincerely,
  
  ***************************
  
  

• Initial Complaint

  02/01/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I bought a 2017 Nissan leaf in the winter of 2020. I am going through a buyback process with Nissan and ******. The agency, ******, has been trying to reach this location to proceed with the buyback, but hasn't heard from the dealership. I have tried to reach out to the management in this dealership and have not heard a response. This warranty claim has been going on since October 2023 and I would like a resolution.

  Business response

  02/13/2024

  ****** is no longer with the company but If the customer wants to reach out to me directly I will happily help provide what I can.  The buyback process is one that is handled directly with Nissan and their representatives, and not the Dealership.  Because of this I'm not sure what help I will be able to provide, but I'll do my best to help where I can.

  My direct line is ************ or my email is ***************.

  Thanks,

   

  *******************

  General Sales Manager

  Tim Dahle Nissan Southtowne.

• Initial Complaint

  01/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I purchased a 2017 Nissan Titan SV back on August 26th for this dealership. I was sold an extended warranty in which I later found out that the warranty was not going to be honored. I have tried over and over again to get the money I spent back on the warranty only to get told I had to contact this department. I just keep getting passed around and still no answer. It feels like I was sold a fraudulent warranty on my truck and they won't help m3 fix the problem.

• Initial Complaint

  11/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I took the day off on Friday 11/10/2023. I scheduled a service appointment online for 8:30 in the morning and when I dropped it off I explained during the check in process that we were having a continuing issue with the O2 sensors and that two had already been replaced personally by my spouse. I was told that it would be a maximum of 6 hours for a diagnostic test. I waited until that afternoon at 3:37 pm requesting a call back for information on the vehicle. I never received a call back even though I was told it would be put to the attention of a supervisor. On Saturday morning I waited for two hours after the service department's opening time without receiving a call back so I called the service department again at 9:41. Again no one was available in the service department to speak with and the operator said she tried three different extensions without getting a hold of anyone. During the conversation I realized she was most likely working in a call center so I called the dealership directly and Michele took my number to call me back. I received a call explaining that it "fell through the cracks and would be addressed on Monday." Today 11/13 I did not receive a call until after 3pm after my spouse had already tried to call and requested he get the call back. He attempted to call this evening before close and was transferred all around, muted and hung up on. We have not been given any additional information other than it is an O2 sensor issue and no one has been willing to address a resolution to our service complaints. This is now going on day 5 when it was supposed to be a 6 hour diagnostic test.

  Business response

  11/14/2023

  I apologize for any confusion that may have occurred. I understand that your voicemail has not been set up, which is why our advisors have been unable to reach you. According to our records, we contacted you on the 9th and informed you that it would take a few days to complete the diagnostics. We have tried calling you multiple times since then, but no one has been able to leave a voicemail.
  
  To get an update on your situation, feel free to call Brayden C********* directly. He is your service advisor and will be more than happy to provide you with an update.

  Customer response

  11/14/2023

  
  Complaint: ********
  
  I am rejecting this response because:my voice mail is set up and I have answered each time someone called me. My husband does not have a voice-mail set up on his personal phone and he was only added to be contacted yesterday Monday the 13th. He provided a customer service representative with both his personal and work numbers which his work phone DOES have voice-mail set up on. During our discussion about this last night he only had 1 missed call around 3:45 which was after I had spoken with Brayden and asked he reach out to my husband who had tried calling an hour earlier and left his contact information.  As far as being notified it would take a few days this occurred only AFTER I had reached out to the service department multiple times without a response or call back so I contacted the dealership directly using the number from tge website. Thats when I finally received a call. Plus i had veen told upon drop off it would be a max of 6 hours so i expected a call that afternoon with an update at the very least. I would have expected that if it had been missed Friday as i was later informed that I would have received the call on Friday before the end of business especially after I called and left a message with the service department wanting to know an update. While this would have been irritating to hear on Friday since I made a Service appointment NOT a drop off appointment for our vehicle that morning at 8:30 I would have been fine with it since I was receiving communication. However that was not the case. I have had to explain multiple times that the concern was for the O2 sensor and my husband attempted to fix it on his own and still had Brayden ask yesterday if we had recently tried to change it ourselves as if I hadn't already provided the information multiple times. I have since been receiving communication but this process has been extremely stressful on both my husband and I and we feel the lack of communication has been very unprofessional as well as tge way my husband was treated on the phone when he tried calling to speak with a service manager last night. As a resolution we would like the sensor be replaced this being the whole reason for the appointment in the first place and a deal on the cost since we now have to wait at least another day for the part to be ordered in when this could have all been handled already by handling tge service on Friday per my appointment and having the part ordered then.
  
  Sincerely,
  
  ***** ********

  Business response

  11/15/2023

  I sincerely apologize for any confusion or miscommunication in my previous response. I understand that there have been several issues and frustrations throughout this process, including the lack of timely communication, repeated explanations of the O2 sensor concern, and difficulties experienced by both parties in trying to get this matter resolved.
  
  I want to assure you that your concerns are being taken seriously. I have and will continue to personally address these issues with our service department management to ensure a swift resolution. It is our goal to provide exceptional customer service.

  Please allow me some time to investigate the situation further and work towards a satisfactory resolution for you. 
  As I understand it now, you tried doing the repair yourself and that does change things. I will reach out to you as soon as possible with an update on how we plan to address these concerns and ensure that the O2 sensor issue is resolved promptly.
  
  Thank you for bringing these matters to my attention once again. Your feedback is invaluable in helping us improve our processes and provide better customer experiences moving forward.

  Customer response

  11/15/2023

  
  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. I await the resolution response.
  
  Sincerely,
  
  ***** ********

• Initial Complaint

  05/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  *** dahle Southtown has had my car for a week. I havent been given any information until last night. I was told my car would be finished today and then Nothing. I called today six times trying to get information. I finally got a receptionist to tell me that it would be done Tuesday. I have called multiple times this week trying to get information. This has been the worst experience I have every had with a mechanic/service department.

  Business response

  06/03/2023

  I understand your frustration, but after looking into our service records, you opted out of receiving our texts and updates. Our records also show that you picked up the vehicle a few days ago, and the ticket was closed. Your service advisor is *********** 
  I apologize that you didn't receive text updates. I don't know what I am missing, but everything looks in order. Next time you are in, please have them send you the link to opt-in to text updates.  

*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. ↩