We recently received excellent customer service at your dealership and would like to acknowledge your employee Gary Wong. We have known Gary now for approximately 4 years. We purchased both our 2007 Murano and our daughter's 2007 Versa through Gary. We have our Murano serviced there regularly and have referred your dealership to a few people in the past. Gary takes the time to know his client's and always makes them feel like they matter and their business is appreciated. Whenever he sees us he acknowledges us and comes to say hello.

We came in on Wednesday August 4th to have an oil change done and we also had some issues with a rattling noise in the car and the sun-visor on the driver's side was loose and keeps falling down while we are driving. This was not covered by the extended warranty which very much disappointed us as when we were sold this extended warranty we thought we were getting the best of the best. My husband is very skeptical when it comes to warranties but this time he agreed to it and at the end of the day it failed us. We didn't feel we were properly advised of what is and is not covered. Upon advising Gary of our disappointment he referred it to Dave MacMurchy (Business Manager) and they both went to the Service Department and came back and advised me that the extended warranty does not cover the sun-visor as it is trim not mechanical. This would be nice to know when they sell the extended warranty to clients. This is the way it was left nothing to be done.

Later that afternoon we received a call from Gary advising us that he was not comfortable with the way things were left as he knows my husband's feelings about warranties and he realizes the value of loyal client's. he had taken the time to speak to his senior management and see if there was anything that could be done because at the end of the day his thoughts were that it is not worth jeopardizing a good existing relationship for such a minimal amount. Your dealership agreed to order us the new sun-visor and cover the cost. It goes without saying this was very unexpected and very much appreciated that someone cares that much.

It's unfortunate that these days so many people complain about bad customer service but they never take the time to write companies when they get exceptionally good customer service. I have worked in customer service jobs most of my life, mostly in retail (banking) and I know it always made me fee good when people thanked me for helping them and for being so friendly and competent at my job. We shouldn't take it for granted that people work in customer service just know that they're doing a good job or that people appreciate them. A word of thanks while you are with them or a letter of praise if the service they got was exceptionally good is a real morale booster.

You are very fortunate to have someone like Gary employed at your dealership he is truly an asset always very friendly and courteous with everyone, even our 12 year old son likes to come in with us and see him. He has a great way with people and that is so important these days. This is what will make your dealership stand out from the rest and makes people comfortable and wanting to come back.

Thank you,

Don and Marisa Rothman.

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I wanted to take this time to telly ou about the wonderful service I received  recently at your Nissan Alta Richmond Hill location.

I had been in an accident and was very overwhelmed with everything involved, not to mention the stress an accident can cause.

From the moment I walked in the door and met with Carlo Stea I knew I was in the right place, and had made the right decision come to your location! Just meeting Carlo and speaking with him, he magically managed to make all my stress melt away. He was caring, courteous, and SO very helpful. He immediately had me looked after with a rental vehicle so that I could carry on with my day. I knew that I, and my vehicle were in good hands.

My vehicle was ready earlier than I had anticipated and I again I was surprised that not only had it been washed but vacuumed as well! I pity the person that had to to that job as my 2 dogs had been in the back seat for a road trip recently!

Carlo is a wonderful asset to your company, and I am thoroughly happy with the service that he, and Nissan Alta Richmond Hill provided.

Again thank you so very much!

Marijean Foster

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Hi Mr. Brown,

I would like to thank you for the exceptional service I received when I brought in my Nissan Altima 2005 for servicing. Your team was a pleasure to work with. Please also pass on my thanks to Debbie in Service Department who was friendly, knowledgeable and helpful.

Thanks,

Carmen Wai

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Joe E. Lewis, an American comedian, once said, "You only live once, but if you work it right, once is enough". I wanted to thank you and your staff for "working it right for me".

Having had an unpleasant experience with a previous car dealership I dealt with (not Nissan), I was reluctant to buy another used car from any dealership. However, Vic Simone of Simone Performance Imports, suggested that I contact you. Without his word I would have never considered buying a Nissan. Once I spoke to you, I knew that Vic had steered me in the right direction.

From your first hello to actually driving the car off the lot, every member of your staff made the experience a positive one. They include: Irina, Malcom, Crystal, Estella, David, and Ronnie. Their professionalism was especially highlighted when I arrived after 4:00 p.m. on Thursday and they were expecting me on Friday. Everyone was courteous, helpful and worked hard at not keeping me waiting, despite my misunderstanding. They, like you, were attentive to the customer's needs.

I now look forward to dealing with Nissan and have told family and friends about the experience. One in particular, Warren, should be contacting you soon.

Sincerely,

Anna Buccioni

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Just a quick note to say thank you for all your help and guidance (and of course patience!) while we were picking our new car. We really appreciate you and your team going the extra mile for us, especially regarding the issue with the old battery. Your level of service far exceeds your competition and it is a pleasure dealing with you.

All the best,

Mindy & Rob

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Robert,

I was given your name as the Manager of the Alta Nissan dealership in Richmond Hill by your receptionist desk.

My husband and I purchased a Nissan a few weeks ago from your dealership. The sales person who assisted us was Gary Wong, your Assistant Sales Manager.

We both want to commend him on how knowledgeable, friendly and helpful he was to us with our purchase. When we called to inquire about some information from him, he responded back and got it for ust promptly.

It is salespeople like Gary that make you feel you are important, that you purchase means something and want to get what you really want and need, rather than not listen to the customer and try to sell whatever.

We plan on purchasing another Nissan from your dealership once the 2010's come in, similar to what we got or maybe a little more upscale. We definitely will be calling Gary Wong to assist us again with the purchase.

Please be kind enough to thank him for us and let him know how pleased we are.

Kind regards,

Gary and Annette Frankel

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Dear Mr. Brown:

This letter is to acknowledge and commend Mr. Helmut Huber on an outstanding customer service experience. On November 22, 2007, I came in to service my 2007 Nissan Quest at the Alta Nissan Richmond Hill dealership. Mr. Huber greeted me promptly and was very helpful and well informed. He was able to provide me with transportation to another location without delay, and was courteous and friendly.

Please be sure to inform Mr. Huber of this very positive experience. I look forward to my next visit at Alta Nissan Richmond Hill.

Wishing everyone Happy Holidays.

Sincerely,

Mrs. Dorit Black, M.A. C. Psych

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Attention: Eddy Wong

Re: Customer Service provided by Robert Brown and Helmut Huber

Dear Mr. Wong,

I wanted to take this time this evening to express my gratitude to both Robert and Helmut for their exceptional service during my recent service visit to Alta Nissan, Richmond Hill.

I have personally been in the Sales and Customer Service Industry for over 20 years and was thoroughly impressed with both the professionalism and friendliness of these two gentlemen.

It is unfortunate that too often, Owners and Management only hear from their customers when they are discontent, frustrated and dissatisfied. Very seldom do heroes get recognized for their contribution to making an organization great!

I have been driving a vehicle for the past 25 years and must say that I have never felt the confidence after leaving a dealership that I did this evening. I did not feel taken advantage of, I believe that the work was warranted, prices were reasonable, and most important, did not fee that my husband should have been present during any part of the transaction.

I left the dealership this evening with only one compelling thought in mind...to get back to my office and write this letter to you personally.

Thank you again Robert and Helmut for making my experience at Alta Nissan such a memorable one!  You have acquired a client for life and can promise that I will refer many clients to you in future.

Sincerely,



Darlene Burgess B.Sc., Kin, Phys. Ed. ACSM,MES
Fitness Clubs of Canada

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Eddie,

Last Friday I had my Altima in for service at Alta Richmond Hill. I just wanted to acknowledge the staff there for what has always been first class service but expecially so on Friday. Please pass on my thanks to Collins Chan, Phil Sicondolfo, Helmut Huber and the gentleman from Noble Car Rental for their professionalism and courtesy.  As you know I have another vehicle from a competitor and I can tell you that the service that your people provide is way beyond what I receive from the competition.  This just further confirms for me that I will always have an Alta Nissan vehicle in my driveway.  I know you know you have excellent people but sometimes its good to get it right from the customer.

Many Thanks,

Damien

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To the Service Manager,

I called in today at the last minute after a long trip as I had gone over my kilometers due on my service and spoke to Collins Chan who told me I could bring in my '06 X-Trail in an hour.  I just want to say THANK YOU for fitting me in at the last moment and for getting me back on the road again within an hour's time.  This is my third service at your dealership from the time I bought my new X-Trail and i have to say I am very pleased with the after sales service i have received from Collins Chan. Thank You.

PS. I work in front of Scarborough Nissan but since I have received such good service from your dealership I will be bringing my X-Trail to Alta Nissan only.

Martin D'Souza
Assistant Store Manager
Rona Home and Garden #522

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Rob,

I am sending you this email to let you iknow of the great service I receive at your dealership.  I have been a customer since 2001 and have always been very satisfied with all the sales staff and the service dept.  Although, I do have to make a special mention regarding Collins Chan.  You have an absolute treasure here and I really enjoy this pleasant demeanor and his knowledge about my car.  I respect his advice and it really does make the decision to stay with you dealership an easy one.  I would not hesitate to hire him myself.

Thank You,

Barbara Ercul CIP
Unit Manager
Custom Marketing Unit 5?

Dear Mr. Nicollini:

Thank you for your correspondence concerning the sales experience while purchasing your 2006 Nissan Altima. We wish to acknowledge receipt of your letter addressed to Nissan Canada Inc.

We are very pleased to hear that Mr. Robert Brown and the staff at Alta Nissan Richmond Hill provided you with a superior level of service.  Your good news has been shared with the dealership and reinforces our commitment to exceed your Sales & Service expectations. We join you in congratulating Alta Nissan Richmond Hill on a job well done in providing such courteous and professional service.

Should you have any questions or concerns in the future, we invite you to contact our Information Centre at 1-800-387-0122 and one of our Customer Information Consultants would be pleased to assist you.  Our regular office hours are Monday to Friday 8am-6pm EST.

Thank you for your continued patronage and loyalty of Nissan products.

Sincerely,

Dan Dominato
Customer Information Consultant

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Hello Rob

My name is Frank Smart and I was referred to your dealership by my niece Jackie Smart whoe woks with and is a friend of Dave Williams.

My wife and I bought a 2003 Altima 3.5 on the weekend and picked it up on Monday night. We just wanted to pass on our thanks to you and especially Eddie (whose email I don't have) for his generosity in giving us an excellent price on the car.

Also want to congratulate the people who prepped the car and had it looking as good as new for me that night...nice work.

Last, but not least, thanks to Anthony Paolucci, our salesman, who made dealing with your company a pleasure. I really enjoyed talking to him and was impressed by hiss good humour, professionalism and knowledge of the car. If he doesn't watch out, he'll start giving used car salesmen a good reputation!

Buon lavoro Tony!

Frank Smart

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Attention: Rob Brown General Manager

I simple want to say thanks to the sales consultant Mr. Frank Luchini and Anthony Paolucci for their excellent professional knowledge, Information, and their method of negotiation expressed and provided to me as customer. I have purchased how new vehicles from Alta Nissan Richmond Hill. Also I'm pleased with the performance and efficiency of my new Nissan's.

Sincerely,

Joseph Di Giacomo

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I just wanted to take the time to thank you guys for the no nonsense service you guys gave me when I cam to pick up my Altima on Saturday. I really appreciated how quickly and courteously you all were in dealing with me during the time of the actual sale and also on the day of delivery. I will definitely be referring you guys to my friends and return for my servicing etc..

It's the first brand new car I've bought and I'm really happy and excited with the purchase.

Thank You.

Alta Patel
Allocation Analyst

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Dear Nissan Canada,

I guess you always hear the complaints clients have or nightmare experiences in purchasing their car. I own a Hair Salon in Aurora Ontario, the experience I was sharing with clients in purchasing a new car, I felt less streesed in purchasing a Home than a car until I purchased my Altima on Oct. 25. 06.

This was our second Altima, our first was a 1998 purchased in Newmarket. My wife felt in looking around and researching what all the competition had to offer including North American Models. We had narrowed down the model to the Altima and the Accord. The reason we purchase the Altima was not over the car itself as the competitors was fine to; it all steamed down to Alta Nissan in Richmond Hill, the sale manager Robert Brown was fantastic.

With most companies producing a product where quality is improving what makes it, is your dealers, they represent your product Name Nissan, the Quality of your dealers staff is important.

Robert Brown understood what our need's where and price range I felt our family wanted to spend and he managed to put a purchase together. The joke wa I sent my brother over to look at the x-trail from Alta Nissan before I did and he purchased an x-trail. My brother was leaning towards the Mazda. He said it wasn't for the Richmond Hill store he would have purchased a competitor.

Nissan Canada should look in making dealerships more home feeling, the sitting area, fish and tank great idea for young children allowing parents to view the cars in more peaceful atmosphere, even my 14 year old son made a comment on how "cool" it was.

I'm glad my family purchased from Robert Brown as we where not going to as he is a neighbour, but the other Nissan dealers did not have that feel the perfect atmosphere. If it was not for Alta Nissan I would be driving a competitor's model today not my fantastic Altima...

Raymond Nicolini

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Dear Frank Luchini,

Thank you for making the experience of visiting the Nissan Dealership & the purchasing very enjoyable. The Nissan Sentra is a great pleasure to drive, the storage space in the trunk is fantastic and the ownership experience is absolutely enjoyable.

Thank you once again for making this experience an absolute joy.

Sincerely,

Jocelyn Lau

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Dear Frank,

I would like to express my appreciation for exceptional service you had provided for me.  You were very professional, honest and forthcoming. You answered all my questions and concerns, helped me in purchasing the vehicle at reasonable price.

I enjoy driving my new Altima and I am looking forward for buying newer exciting Nissan products from Alta Nissan Richmond Hill in the future.

Sincerely,

Riad Baghbanli

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First I would like to once again thank Alta Nissan Richmond Hill for the excellent customer service and goodwill that you have provided to me.

I would also like to take this opportunity to thank you for your support and help in getting me the vehicle that I want, and I would like to extend my greetings and appreciation to Ronni Lim and Frank Luchini for their great customer service and support.

I managed to get Ford to extend my lease by one month, so I am OK up to Aug 11. Hopefully, the ebony Rogue will be here by then.

I forgot to confirm this yesterday, but can you please confirm that the echo program with rebate of $1,000 from the federal government will still apply.  This formed part of my calculations.

Thanks,

Shokat Kermalli

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Hey Rob,

Good to see you today. Although I absolutely hated the cost of what I had to do to my car I just wanted to comment on my general experience at your dealership over the last 2.5 years.

Staff are the backbone of any business and without staff who believe in your brand, your mission and general customer service principles; you might as well shut the doors and go home.

I am not writing this for you to necessarily share with anyone but just thought I would comment on how lucky I think you are to house the team that you do. My general experience with any car dealership is that service is almost always a heated point of contention between the dealership and its customers. My wife has a Chrysler and other than one corporate owned dealership (which has closed down) I have nothing good to say about them in the 8+ years we have been dealing with them.  Their product is cheap as is everything else about htem.

Firstly, I'd like to request that Bob always works on my car. He is an amazing mechanic! He is thorough, honest and extremely knowledgeable. He has given me quite an education on my Altiam SE-R!

German gentleman in service - also amazing. Very friendly and accommodating. That can actually be said for everyone who works in service. I called last night to let them know I was running very late for my 6:30 appointment. I am not sure who I spoe with (European accent?), but I could sense the stress in his voice as service was busy.  I told him we could cancel and re-schedule. When he saw that I was coming for a tire switch from summer to winter ( especially with the conditions outside), he told me that if I could make it in by 7:15 he would still accommodate me.

Once Bob saw the condition of my right rear brake which had seized and had no life left in it, he told me he had to fix it right away. When I told him that I tried to book that service earlier in the week and couldn't get an appointment, he asked me to please go back to the service desk to explain my predicament. While I was waiting to speak to your friendly German service advisor, another mechanic, ( I really wish I remembered his name) came in and said that no matter how busy service was the following day that he and Bob would tag team my car first thing in the morning. When I explained that I needed my car to take my kids to school and to go to work, he offered me a car to take home and service advised this would/could be done at no charge to me.

The mechanic went to catch the gentlemen who arranges your rentals as he was on his way home. He promptly set me up with a car; I left mine at the dealership and went on my way.

I did mention to everyone last night that I'd go elsewhere to get the brakes done and albeit they may have wanted to retain the business at your dealership, they did a good job of keeping me there because I know I could have done this for a lot less money.

As you know I am in retail, also a service industry. Maintaining a level of customer service that continuously exceeds the norm is extremely challenging. I get that feeling every time I'm in your dealership to the point I'd want to apply for a job. It seems like a fun place to work with a terrific team surrounding you.  Anyhow as one who understands how difficult it is to service the public, I just thought I'd let you know how good of a thing I think you have going there.

Only negative comment: Car wash really marks up the car's finish. Equipment may be efficient, but it isn't good for dark cars.  My clear coat has tons of visible "scrapes" from the equipment.

Best Regards,

Daryl Katzenberg,
Kitchen Stuff Plus

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Hello Rob,

My apologies for being so late in sending you this letter, but it's something I've been meaning to do for several weeks.

I just wanted to thank you for the professionalism and consideration that you showed me with my recent purchase of a Nissan X-Trail. Prior to meeting with you I had talked to a number of other dealerships in the GTA, but I can honestly say that none of them came close to matching the positive experience I had in dealing with you.

And please pass along my appreciation to Dave MacMurchy and Frank Luchini. They both treated me with honesty and integrity. I value that, and I will remember it. Both were good gentlemen to deal with.

And finally, I hope you and your family had a very Merry Christmas, and all the best in 2007.

Regards,


John Bamford

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Dear Mr. Brown,

I would like to express my great appreciation to one of your sales consultants, Mr. ANTHONY PAOLUCCI, who is located at the Alta Nissan Richmond Hill (11667 Yonge St.).

I am aware that your time is valuable, so I will attempt to make this short.......

My daughter was searching for her first case. She went car shopping with a friend for many months.  many times my daughter's feedback was that the sales consultants were either too pushy or treated her as someone of no value. One dealership just plainly ignored her!!! Discouraged, but my dauther searched on with a visit to the Alta Nissan Richmond Hill.  When my duaghter arrived home, she could not hold back her excitement of finding a car and meeting Mr. Paolucci. Her fist words were of how nice Mr. Paolucci was and of course the car as well.  She mentioned that Mr. Paolucci was extemely patient in explaining every detailed. Most importantly, she felt respected and valued. I visited the dealership with my daughter the coming weekend. Upon meeting Mr. Paolucci, I must agree with my daughter that he is a geniunely caring individual. His customer first approach ensures that he not only meets his customers needs but that he exceeds their expectations.

Mr. Brown, we are all aware that there are a lot of nice cars and dealerships, however my daughter's decision (along with my concurrence) to purchase at Alta Nissan Richmond Hill was mainly due to the way my daughter was treated. The car is beautiful as well, but Mr. Paolucci's friendly attitude, kind mannerism and customer care certainly sealed the deal for us.  We have not stopped sharing our positive experience with Mr. Paolucci to our family and friends. We cannot wait to purchase another car with Nissan. My daughter has not stopped echoing the words "Nissan For Life".

Mr. Brown, In this very competitive environment, we must not ignore the accomplishments and performance of Mr. Paolucci. Mr. Paolucci is an individual who has delivered the promise of quality sales and service. We hope he will be recognized accordingly.

Thank you for your time and look forward to reading your response soon.

Sincerely,

Mrs. Mark-Yam

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Hi Allison;

I have been dealing with Robert Brown and Frank Luchini at Alta Richmond Hill. I purchased a vehicle last Saturday and throughout my dealings with both gentlemen the way that they dealt with my wife and I was nothing short of excellent.

We often criticize when something doesn't suite us and we should also do the opposite; give praise when it is due.

I just wanted to let you know how pleased we were with the service/attention that we received at Alta.

If you have any questions please let me know.

Thanx,
Roy

Roy O'Neil PMP
Project Manager, Business Applications