Townsend Nissan

I want to give a huge THANK YOU to Nate Marlowe in the service department at Townsend Nissan in Tuscaloosa. Nate was outstanding in helping my son and me with his Infiniti G37 repairs. He took the time to explain everything clearly, treated us with respect, and made sure we understood what the car needed before any work was done. His communication, honesty, and professionalism really stood out. The entire experience was smooth and stress-free thanks to Nate. We appreciate you, Nate! I highly recommend Nate and the service team at Townsend Nissan!!!

Due to a very unforeseen situation, we had to buy a car rather quickly and decided to go the new car route. We visited and reviewed 6 or 7 dealerships (can't remember for sure) and ultimately decided on Townsend Nissan, both for the car's value and for the people we dealt with (Mike our sales rep and Darren the sales manger in particular). The people made all the difference. Mike was very calm and professional. He was engaging and entertaining (great sense of humor and good customer skills). Darren was not there all the time but he was always nearby for any questions that were above the sales type things (and there were a couple of those and Darren got us those answers rather quickly). Mike and Darren knew their products well, knew the program details (rebates, warranties, etc.) and new how to get us what we wanted and needed. In summary, a car is a car and we got a good one for our needs, but the people made the difference. Not saying other dealerships were bad or anything negative, just that Mike and Darren floated to the top of the pack rather quickly for many reasons. We highly recommend looking at Townsend Nissan for your next car and get with Mike as your sales rep. We are not disappointed in the least in the whole process, from the time we went to the lot in the beginning through the handover of the keys at the end. Also, as an added bonus, we received a nice surprise gift. All-in-all, a very good experience.

Huge thank you to Kari and Darren, I had nothing but an amazing experience. Got the car of my dreams, and didn’t feel pressured into anything. Can’t thank you guys enough. Would highly recommend buying a vehicle here.

Yesterday I went in for a noise that I suspected was my REAR PASSENGER tire bearing. They said they would check it out. I arrived approximately at 8:30 am. At 11:30 am I start getting anxious because not one time had a single employee approached me with any information. (Before I left I was informed they had assumed it was a dropped off car and had not even looked at it during those 3 hours until I asked for an update). They tell me they are looking at it now and they’ll have information very soon. An hour goes by, I have heard nothing. I approach my service technician and ask for the information I was promised. They diagnosed my car with cupped tires on the two front wheels, and they said they confirmed it was the FRONT PASSENGER bearing. I was displeased that I had not been told the diagnoses until I asked for it. I asked for pricing info and they said they would present that within a few minutes. About another hour goes by, and I once again wasn’t told anything until I went and begged for the information. They finally gave me the breakdown. Before approving the recommended services I asked if they would kindly double check that it was indeed the FRONT PASSENGER bearing and not the REAR PASSENGER bearing as I had suspected. Once again I was given no information until I went and asked for it 30 minutes to an hour later. When I asked I was told that it was a funny thing and that I was right and it was indeed the REAR PASSENGER bearing. It was NOT funny, I was very close to letting them charge me 700 dollars for the entirely wrong part. Once we came to the conclusion it was indeed the REAR PASSENGER bearing, I allowed them to go ahead with the service. I was eventually able to speak with Thomas the service department manager. He was displeased with the situation as well. He said he would make it right. Finally it is now 3:30 PM and I had arrived at 8:30 am. They inform me the service is complete and I am ready to go. As I am looking over the new price breakdown and record of the service I see they have replaced the REAR DRIVER bearing. I am now confused and slightly furious. After a conversation with the shop foreman we were able to confirm that I was just given incorrect information, and that indeed it was the REAR DRIVER bearing that needed replacing all along and that was indeed the bearing we replaced. It took much reassurance for me to feel comfortable leaving after the day I had. They discounted it a fair amount and I was mostly satisfied with the outcome at the end of the day despite the hell I was put through. I would’ve given 3 stars but today as I am driving my car, I notice the two front tires air pressure is at 29 PSI and the back ones are at 36 and 38 PSI….. normally I would let something like that slide, but they literally have a big ol’ poster in the waiting room that states they ensure proper air pressure because “the little things matter.” Ha. It seems they have gone downhill in recent years with their quality of service and I was disappointed in that. Go at your own risk…. I heard horror stories from others in the lobby and there was not one person that didn’t have a complaint yesterday. I try to not be a complainer, as you can see that I was extremely patient and it took me 3 hours to speak up and ask about my car for the first time. I also would normally keep a bad experience to myself because everybody is human and makes mistakes and I am understanding of that. I would recommended doing thorough research on what your cars issue may be before arriving, because if you blindly trust them, you may be given the entirely wrong service. If you are a young woman like myself I would bring a knowledgeable friend along to ensure the quality of service… or go somewhere else. I’m sorry Townsend Nissan. I would not normally leave a review such as this especially because you were able to do what you can to make up for your mistakes. I just don’t want somebody less knowledgeable than I to go there and not speak up and receive improper service without knowing. I hope nobody else has an experience similar to this…

I’d give an A for effort due to how kind the lady was, but they sold me a Toyota Corolla with underlying issues. The vehicle has hail dents all over (you can’t tell in the photo). Haven’t had the vehicle for a full week and have had TWO loners in the span of 5 days. The vehicle was idling very rough and all the lights were on on the dashboard. I couldn’t even go get my lunch on my lunch break due to the car seeming as if it would break down before I made it to my destination. I called and had them come pick it up and they brought me loner to my job. They brought the car back way too fast the next day around my lunch break. It was NOT fixed. The lights came back on again and the vehicle stalled on me as I was leaving the gas station. Luckily I was not in the road yet. I managed to get the car back on and went to O’Reilly and got the codes read (in photo below). I drove home terrified that I might not make it home without having to call AAA. I somehow made it home and they came the NEXT day at my job and got the car and left me a second loner. Currently still have the loner with no update on the vehicle even though I was told it would be ready yesterday. I called and let them know that I am no longer interested in the vehicle. Either give me some thing better or I will take my business elsewhere. Simple. I’m a single mom trying to make sure me and my children has a reliable vehicle and I got the total opposite.