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Dealer Service - Share your Experience!
- Thread starter Neurobit
- Start date
Unreal...
j517
Well-Known Member
- Joined
- Feb 4, 2019
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They disolved the car purchase gave me a new truck. The truck had 4 to 5 thousand miles. I have never been to sun valley
Sent from my SM-T830 using Tapatalk
I had to bring my '01 2500 to a local dealership in Clovis NM one time and they were horrible to say the least. Everything they said was a lie and everything they claim they did they either never did or did wrong. It took me about 3 months and multiple visits to that dealership and another to finally get things fixed right. Even then I had to go to a Les Schwab to do certain things and even fixed some stuff myself because the dealership claimed they did it once and refused to re fix something that's not broken. In their words. I had my brakes completely fail after the dealership in Clovis replaced my rotors and pads. The pedal would go straight to the floor with no stopping power. They said they bled and filled the system and that it was good but all that was a lie. The AC was intermittent and blew humid air after they fixed a leak and re charged the system, my roof clearance and fog lights were intermittent after they claimed to repair wiring for them, my steering was incredibly wobbly and so loose it felt completely disconnected on the highway after they claimed to correct the alignment and said all the bushings and parts are good and tight. I even had another shop inspect it and provide a sheet of all the findings but the dealership looked at it and still said everything was good. The other shop had me sign a release disclosure because my truck was in such bad shape it wasn't safe and the shop said they aren't allowed to legally let my truck back on the road. I got this from a few shops but according to the dealership it was within tolerance and all good. They said I was imagining things because they couldn't feel or notice what I was describing. A couple of my lug nut studs sheared off and a wheel came off while towing on the highway after they replaced my wheels and tires, my axle wouldn't stop pouring fluid all over my new brakes after they replaced the axle seal. Then they charged me for new brakes again and never fixed the seal. I tried to have them change the oil and inspect for leaks and after 3 visits they still didn't change the filter and the oil was still black. They kept putting the same old dirty filter back on and even though I clearly pointed out the black oil they always claimed it was new. Trying to say when you put new oil in a diesel it always turns black right away. My oil pan was leaking from the old gasket but the dealership claednit was normal and refused to replace the gasket or even clean up the pan to check for cracks. They charged me for all these repairs and time everytime they had to re accomplish them or inspect something and never actually fixed anything. They charged me as much as the truck was worth and I still had to go somewhere else to get things fixed and make my truck safe. It came to a point when the dealership refused to see me or my truck again and said they will not help me with any of my issues anymore.
City/State: Fort Worth, TX
Dealer Name: Moritz CDJR
Dealer Location/s: 9101 Camp Bowie Dr
Contact Name: Jimmy Pool
Contact Number: (817) 696-2100 (main line)
Date of Visit: 9/16/2019
Days at Dealer: 4
Loaner Available?: Yes, but not used (shuttle service only)
Rental Available?: Yes, but not used
Recommend: Yes...on a good day.
Why/Why Not?
I purchased the road hazard policy when I took delivery of the truck (9/2018), and I had one recent "incident" with a curb inlet that had left some damage on nearly all of the spokes of my right rear wheel. So I made an appointment, dropped off the truck on Monday (9/16), and mentioned to Jimmy the other two items that had been on my mind recently: (1) the passenger-side RamBox seal had a split in it, and (2) I've noticed the rear brakes starting to squeal when hot over the past month or so. My only concern was timing, as I needed the truck back by today (9/19).
Relatively speaking, this was a great experience. First, Jimmy scored a loaner for me. Apparently, FCA and State Farm have worked out their differences. However, I had a mid-week work trip and didn't need a vehicle, so I just had the dealership shuttle me home. Second, I needed the wheel fixed, but the other items mentioned above were low priority for me. I presumed that the shop guys would need to verify the issues, order the appropriate parts, etc. When I picked up the truck this evening, all three repairs were done. The wheel isn't perfect, but it's close; I'm the only one that would know. I think they may have installed a new tire on it, despite the fact that the old one was perfect and had only 8K miles on it. I think they may have glued my RamBox seal where it had been split (as it still has a seam there), but that will work for now. And they replaced the rear brake pads and brackets per a TSB that they stated applied to my truck. The only things they didn't do were (1) clean up my truck (BUT I always tell them NOT to wash it) and (2) have my paperwork ready. I'm expecting the paperwork to be emailed to me tomorrow.
This was an atypically positive experience in terms of the dealership getting more done in one visit than I expected, as opposed to much less. I'm very hopeful that this trend will continue in the future.
Work Done: RamBox seal repaired, wheel repaired, rear brake TSB performed
Dealer Name: Moritz CDJR
Dealer Location/s: 9101 Camp Bowie Dr
Contact Name: Jimmy Pool
Contact Number: (817) 696-2100 (main line)
Date of Visit: 9/16/2019
Days at Dealer: 4
Loaner Available?: Yes, but not used (shuttle service only)
Rental Available?: Yes, but not used
Recommend: Yes...on a good day.
Why/Why Not?
I purchased the road hazard policy when I took delivery of the truck (9/2018), and I had one recent "incident" with a curb inlet that had left some damage on nearly all of the spokes of my right rear wheel. So I made an appointment, dropped off the truck on Monday (9/16), and mentioned to Jimmy the other two items that had been on my mind recently: (1) the passenger-side RamBox seal had a split in it, and (2) I've noticed the rear brakes starting to squeal when hot over the past month or so. My only concern was timing, as I needed the truck back by today (9/19).
Relatively speaking, this was a great experience. First, Jimmy scored a loaner for me. Apparently, FCA and State Farm have worked out their differences. However, I had a mid-week work trip and didn't need a vehicle, so I just had the dealership shuttle me home. Second, I needed the wheel fixed, but the other items mentioned above were low priority for me. I presumed that the shop guys would need to verify the issues, order the appropriate parts, etc. When I picked up the truck this evening, all three repairs were done. The wheel isn't perfect, but it's close; I'm the only one that would know. I think they may have installed a new tire on it, despite the fact that the old one was perfect and had only 8K miles on it. I think they may have glued my RamBox seal where it had been split (as it still has a seam there), but that will work for now. And they replaced the rear brake pads and brackets per a TSB that they stated applied to my truck. The only things they didn't do were (1) clean up my truck (BUT I always tell them NOT to wash it) and (2) have my paperwork ready. I'm expecting the paperwork to be emailed to me tomorrow.
This was an atypically positive experience in terms of the dealership getting more done in one visit than I expected, as opposed to much less. I'm very hopeful that this trend will continue in the future.
Work Done: RamBox seal repaired, wheel repaired, rear brake TSB performed
kblast523
Active Member
Well, the saga continues even after contacting Alex at Ram Cares.
No one at Texas CDJR does...
Was contacted by Judith with FCA shortly after you escalated my concern. I was told: "Your part has a ship date to arrive at your dealer 9-26. If you haven't heard from them by then, call me and let me know."
I did not hear from the dealer. I did not hear from Judith.
I called Texas Dodge and talked to parts. The parts man remembered ordering the part in August. He was unsuprized to learn it was back ordered with NO ANTICIPATED SHIP DATE! I called FCA and attempted to talk to Judith, her mail box was 'unavailable' and I had to dial back into the system and 'request' a specialist. I got Phyllis.
Phyllis accessed my report number and reported the supplier did not know when they could ship a headliner. I reminded her this had been ongoing since MAY and explained some of my experience with the auto industry over the past 40+ years, and I had NEVER HAD THE EXPERIENCE OF BEING UNABLE TO OBTAIN REPAIR PARTS FOR A CURRENT YEAR VEHICLE-EVER. Not GM, not Ford, not VW, not Nissan, not Chrysler, until now. It is absolutely pathetic. The dealer is uninterested, the service department could care less, and FCA is not showing much of anything except they promise, and don't deliver. Just an update...Phyllis did tell me she would escalate to Judiths' boss.
I did not hear from Judith. I am not surprised. Judith quit the case. According to my 'NEW' case manager Maurine, Judith was unable to get ANYONE at the dealership to return calls or even acknowledge a problem. Maurine called on non-company phone and spoke with service adviser Ivan, parts department Henry, and neither one had any urgency what so ever. She asked that the headliner order be upgraded to 'Special Handling' and they both told her they were not authorized to do that. She asked to speak with the parts manager, who was not available. She asked to speak with the service manager who, unsurprisingly was also unavailable. She left messages for both to call her back, as of 100pm cdt neither had. I gave Maurine Joe, Harless' name and told her to call him, and explain to him what the dealership needs to do in order to get parts for my vehicle. I then advised her that Texas Department of Motor Vehicles had reviewed my case and assigned it for Lemon Law claim, and I had sent the letter to FCA US LLC in Auburn Hills yesterday. (She gasped). I was also asked about changing dealership, she asked that I let her try to get something done before the weekend. Time will tell.
No one at Texas CDJR does...
Was contacted by Judith with FCA shortly after you escalated my concern. I was told: "Your part has a ship date to arrive at your dealer 9-26. If you haven't heard from them by then, call me and let me know."
I did not hear from the dealer. I did not hear from Judith.
I called Texas Dodge and talked to parts. The parts man remembered ordering the part in August. He was unsuprized to learn it was back ordered with NO ANTICIPATED SHIP DATE! I called FCA and attempted to talk to Judith, her mail box was 'unavailable' and I had to dial back into the system and 'request' a specialist. I got Phyllis.
Phyllis accessed my report number and reported the supplier did not know when they could ship a headliner. I reminded her this had been ongoing since MAY and explained some of my experience with the auto industry over the past 40+ years, and I had NEVER HAD THE EXPERIENCE OF BEING UNABLE TO OBTAIN REPAIR PARTS FOR A CURRENT YEAR VEHICLE-EVER. Not GM, not Ford, not VW, not Nissan, not Chrysler, until now. It is absolutely pathetic. The dealer is uninterested, the service department could care less, and FCA is not showing much of anything except they promise, and don't deliver. Just an update...Phyllis did tell me she would escalate to Judiths' boss.
I did not hear from Judith. I am not surprised. Judith quit the case. According to my 'NEW' case manager Maurine, Judith was unable to get ANYONE at the dealership to return calls or even acknowledge a problem. Maurine called on non-company phone and spoke with service adviser Ivan, parts department Henry, and neither one had any urgency what so ever. She asked that the headliner order be upgraded to 'Special Handling' and they both told her they were not authorized to do that. She asked to speak with the parts manager, who was not available. She asked to speak with the service manager who, unsurprisingly was also unavailable. She left messages for both to call her back, as of 100pm cdt neither had. I gave Maurine Joe, Harless' name and told her to call him, and explain to him what the dealership needs to do in order to get parts for my vehicle. I then advised her that Texas Department of Motor Vehicles had reviewed my case and assigned it for Lemon Law claim, and I had sent the letter to FCA US LLC in Auburn Hills yesterday. (She gasped). I was also asked about changing dealership, she asked that I let her try to get something done before the weekend. Time will tell.
City/State: Cary, NC
Dealer Name: Hendrick Dodge/Ram
Dealer Location/s: 81 Mackenan Dr
Contact Name: Don't remember, has been a while
Contact Number: (919) 439-5394
Date of Visit: 7/19
Days at Dealer: Hours, not days
Loaner Available?: Not needed
Rental Available?: No idea, did not ask
Recommend: Yes/No: Yes!
Recommend - Why/Why Not?: Took care of all relevant TSBs and the recall for seat belt. Great customer service.
Notes:
I took my truck there for the first 2 of the 4 free oil changes I got with the truck. Then, when I was going to schedule the 3rd, I found out that they don't use synthetic oil. They use normal, dino oil. When I asked about synthetic oil, I was told it would be a $60 upcharge. So, I did the 3rd and 4th oil change myself. (first at 600 miles, second at 3500 miles, 3rd at 10,000 miles, 4th at 17,000 miles).
To be fair, I have never had a problem with the service department at Hendrick and would strongly recommend them to anyone who is not mechanically inclined. But, I am not going to pay someone $60 to do an oil change I can do myself in my driveway. It doesn't take very long to do it myself and I am not sitting around waiting on my vehicle.
If I need any warrantee work done in the future, I will definitely take the truck back to my dealer. I just prefer to do routine maintenance myself. I am funny like that.
Dealer Name: Hendrick Dodge/Ram
Dealer Location/s: 81 Mackenan Dr
Contact Name: Don't remember, has been a while
Contact Number: (919) 439-5394
Date of Visit: 7/19
Days at Dealer: Hours, not days
Loaner Available?: Not needed
Rental Available?: No idea, did not ask
Recommend: Yes/No: Yes!
Recommend - Why/Why Not?: Took care of all relevant TSBs and the recall for seat belt. Great customer service.
Notes:
I took my truck there for the first 2 of the 4 free oil changes I got with the truck. Then, when I was going to schedule the 3rd, I found out that they don't use synthetic oil. They use normal, dino oil. When I asked about synthetic oil, I was told it would be a $60 upcharge. So, I did the 3rd and 4th oil change myself. (first at 600 miles, second at 3500 miles, 3rd at 10,000 miles, 4th at 17,000 miles).
To be fair, I have never had a problem with the service department at Hendrick and would strongly recommend them to anyone who is not mechanically inclined. But, I am not going to pay someone $60 to do an oil change I can do myself in my driveway. It doesn't take very long to do it myself and I am not sitting around waiting on my vehicle.
If I need any warrantee work done in the future, I will definitely take the truck back to my dealer. I just prefer to do routine maintenance myself. I am funny like that.
Bought my 19 Laramie Sport from Feeny Dodge Ram in Midland Michigan.
Found a noisy sunroof, passengers rear window hesitated before it went down and one cargo light didn't work. Had to leave it overnight when they diagnosed the issues as they needed to order parts. They said I could come and get it and return it in the morning if I needed it. Left it, they called the next day and said the sunroof was done but the window channel was on back order so I picked it up. The sunroof was fixed. A couple days later, got a call the parts were in and took it in a couple days later. Picked it up later in the day, everything was done and a most pleasant experience with them.
Found a noisy sunroof, passengers rear window hesitated before it went down and one cargo light didn't work. Had to leave it overnight when they diagnosed the issues as they needed to order parts. They said I could come and get it and return it in the morning if I needed it. Left it, they called the next day and said the sunroof was done but the window channel was on back order so I picked it up. The sunroof was fixed. A couple days later, got a call the parts were in and took it in a couple days later. Picked it up later in the day, everything was done and a most pleasant experience with them.
kblast523
Active Member
FINALLY in for a multitude of...sins. First, recall under campaign V61 performed. And we were able to duplicate the dreaded droning caused by malfunctioning ANC, multiple times. Controller flashed, will find out tomorrow if it was successful. And got tow hooks and bed lights installed! Pictures are of damaged headliner, on shop floor after removal. Second is of my truck with new headliner install in progress, waiting on more "overnight delivery" of parts. The headliner, ordered by VIN came in without wiring for the visor vanity lights. The tech attempted to salvage the harness and cannibalize the missing connectors. Not successful. Part supposed to be in by 0900 tomorrow morning. AAAAnnnddd...while there, found they did not use my Valvoline Synpower and Wix filter, they filled it with MoPar 5w20 (Pennzoil) and a MoPar filter-but they did do a 148 point inspection and found "nothing".
Yes, the windshield is out...
Yes, the windshield is out...
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SacRebel
Well-Known Member
From personal experience the worst service department I have ever dealt with is at Sacramento Chrysler Dodge Jeep Ram in Sacramento, CA. During my last visit about the 12 mpg gas mileage I'm getting the service writer asked "how do I know I'm getting 12 mpg, did I run the truck out of gas and then calculate it?" Seriously, that is what a supposedly FCA training service writer asked. Even the other customers in line laughed at his idiotic question.
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kblast523
Active Member
From October
Seems a large number of these trucks do this. It took me six months...SIX MONTHS for my dealer to acknowledge the problem. They even refused to write a service ticket until I could tell them it would do what I was reporting. October 3, 2019 I sent a letter to FCA and TexDot requesting assistance under Texas Lemon Law, because "The condition described in the complaint relates to safety, has not been addressed by the dealership and continues to be present in the vehicle, albeit intermittent. The condition adversely affects the vehicle's value." Man, have they been jumping through their butts ever since. Had an appointment for Tuesday to get a number of issues fixed, but mainly 'the drone" and the headliner. I even got to talk to FCA Regional General Manager of Parts and Service! LSS, drove up the service drive, got out of the RAM, short talk with service writer and he said, I'm going to put my shop manager and two techs in the back seat and you are going to show them what is happening. Loaded up, turned west onto I-40 service road, went about four blocks, up the ramp to get on I-40 and as I accelerated and gears changed... there it was loud and clear...all the way to 75mph passing through 1500-2500 rpm (1500 = 72mph)
One of the guys in the back seat said "I FEEL IT!!! It's coming out of the speaker!!" The other guy agreed, said it was loud enough it bothered him and gave him vertigo. Turned around, drove 3 miles, exited Coulter Rd, turned back west under the interstate and while accelerating west it did it again. Shop guy mentioned he thought might be carrier bearing on drive shaft...but he had talked to engineering and my vehicle just displayed precisely what they told him to look for, and to reprogram ANC module. If that doesn't work, put a new one in...
So I believe it is fixed! Fingers crossed. Too bad I had to make a second, third, fourth and fifth trip and get nasty about it and threaten Lemon Lawing them, but here we are.
From Oct 28
Texas CDJR called at 1100am, said truck was on the way to detail, would be ready by the time I got there. I arrived at 150pm, and the vehicle was sitting on the lot with all the shipping pads still on the windshield. Asked what happened...Rickie went to lunch and when he got back, someone told him to 'detail' a seller. OK, why was mine moved out of the bay? No one knew.
At 300pm, they moved the truck into the wash bay. Salesman came out and pointed out the mic on passenger side was not seated against headliner surface, as the other five were. Active air dam was deployed, not supposed to be. Pointed this out to the service writer, he said he'd take care of it. "The crew" worked diligently to clean my 7,900 mile old vehicle.
At 455pm, the cleanup guy brought my truck around and reported he was finished with it. Service manager took me to cashier where I was presented a bill for over $400 for installing a windshield AND changing oil and filter. I questioned the windshield and was told they always charge for putting in customer requested parts. I did not request a windshield, it's part of replacing the headliner you characters put in because the factory screwed it up. But anyway...oh, and the two surrounds for the tow hooks you installed were in the bed of the truck with the tow hooks, and aren't there now...but you charged me for them anyway? And you put the tow hooks on the truck??
They didn't budge.
I left, as I turned right out of the dealership, there was a new sensation on the steering wheel (Leather wrapped, of course). At 7 oclock on the wheel, running from the front of the steering wheel toward the back at about 8 oclock, nice scratch in the previously smooth surface. Well crap...AND the drivers sun visor won't go up to the headliner...not properly installed. On the phone to the dealer service writer...can you bring it back tomorrow? NO NO AND NO....it.s been here a week and it's got more wrong with it than when I got here. One unhappy camper here. Headed to Texas Motor Speedway in the morning.
AND, drone is a little better, but not gone...the flash subdued some of the droning, but it's still there, as evidenced by opening a window at speed and it stops.
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Successful round trip to Texas Motor Speedway. Whistling all the way...and driving around without the travel trailer, droning. Every time I feel the scratch(es) on the steering wheel, it infuriates me. Wednesday last week got a call from Robert, wondering when I'd be back. Short conversation because I was driving in the rain. Got back home on Monday 11-4, called Texas CDJR asked for Richard in service. Got Austin. Asked if steering wheel was in, he said he'd check and call me back...oh, tell Richard I'd like to speak with him. I'll have him call you, and I'll call you back after I check with parts. Ok, thanks. Tuesday morning, attempted again to call Richard....not at his desk, on a test drive. At 1155am I had enough...called AutoInc, parent company of Texas CDJR. Asked if I could speak with someone regarding one of their dealerships. (There are only four people who constitute the entire organization) The woman who answered the phone listened, told me she would call Joe Harless, dealership GM and have him call me.
I had previously spoken with Joe in May, August and October. He had told me he would 'take care of' my concerns.
When I answered the phone, when he called, first words out of his mouth were "Why did you call corporate?" My response was "Why didn't you do what you said you would do and keep me from having to??"
He wanted to know when I would have the vehicle available to 'fix' the problems. I told him I could arrange to be in Amarillo on Friday 11-8. Service manager Jason was now in the conversation, we discussed what 'problems I had'.
1-Driver side sun visor improperly mounted, large bubble in headliner where spacer block misplaced.
2-Driver and passenger sun visors smudged with dirty fingerprints all over top and bottom.
3-Whistling from near passengers side A pillar at 60-70 mph.
4-Oil spilled all over driver side of engine and valve cover from oil change.
5-Steering wheel has two parallel scratches from 700 o'clock position near face of wheel to 800 o'clock position on outer circumference toward back of wheel. Scratches in leather caused by sharp object being dragged against wheel surface and damaging tactile surface. Steering wheel ordered and 'backordered' expected to ship 11-27.
6-ANC flash only changed pitch of ANC output to subsonic level. Instead of sounding like fillings were going to be knocked out by 300-500hz sound manipulation, the 'new' noise is about 90-115hz and sounds like center carrier on a two piece driveshaft has failed.
7-Water in right rear taillight, reverse and turn lenses.
Joe told me I would get a loaner...they would fill me up with gas...I would get 'detailed' and everything would get fixed, but he didn't want me to call anyone else, just deal with him.
We'll see. Wish me....no. I don't need luck, I need a new dealer.
Nov 15
Followup: Truck put in shop last Friday, 11-8. When I arrived Texas CDJR at 845am, at 1140am was inforned 'we aren't going to finish it today.' Got loaner (Jeep Wrangler Sport) and was told "It will be ready Monday". No word Monday. No word Tuesday. No word Wednesday, so I texted service line, got response from service writer....he would check into parts situation with parts manger, call me back. No call back Wednesday. No call Thursday. This morning I replied with service last text to me, back to them. In about 10 minutes I got a text from Richard, calling you right now.
Phone rings, this is Richard, with Texas Dodge, Mr Riddle? -Yes. Well, we have encountered a little problem. -Oh? Yes, the headliner was improperly installed by our technician, it had been damaged, along with the side curtain airbag, of which we have also ordered, and now the windshield has broken as we attempted to reposition the headliner and were unable to do so because it has been compromised. And your steering wheel is moved up into December. -Wonderful. -What am I supposed to be doing about this? Well, I will tell you this, the technician who did this was let go, along with four others who worked on your vehicle and two others quit, so we are quite short handed at the moment. -And I'm supposed to do what? Well we do apologize and I will get you a parts update before noon today. -Ok.
Don't know what time zone or planet this quy works in but it is now 2:31pm where I am, in the same time zone with the dealership. And no call.
Nov 30
Well here I am, three weeks and a day after placing my 2019 RAM in the hands of...the dealer. Friday when I put it in to the shop to repair the 'new' headliner they had installed they started out-it will be ready 'same day'. Then it turned into Monday...then nothing..for a week. I finally got someone to talk to me. It is disheartening to purchase a $40,000 vehicle and be treated as a criminal. To quote the dealer GM in August: "Don't you worry about a thing, I'll make sure we take care of it." In September: "Really? I'll make sure we get this right, give me a chance tom make some calls." In October: "Don't worry, I'll get this handled." In November: "Why did you call Corporate? You didn't have to call Corporate! I told you I'd take care of it, why'd you do that?" Then he put the Parts and Service guy with the service writer on the phone and we had a 'conversation'. Then, on 11-20 I made a trip to the dealership (65 miles from my house) to take a 'test drive' so they could diagnose droning. But before I got there, while on the phone with the service adviser and Parts and Service Mgr, he decided to 'shout me down' because "You are a 'troublemaker' complaining about everything and calling everyone expecting them to do something for me". You have Joe's number, you have Richard's number, you have everyone's number and you call Albino and tell him how 'bad' we treat you." He then told me he wanted me to only communicate with Richard, no one else, and if I did, he would tell all 'these people' I really didn't want my vehicle worked on.
Just shut up. No I didn't say it but I thought it.
Yesterday, went by the dealership because the loaner was approaching 3,800 miles and temp tag expires 11-30-19. Was told: "Drive it, come back Monday, we'll retag it, don't worry about the miles." I had previously been admonished to return to the dealership BEFORE 3,800 miles. Did my part...
Meanwhile got a call from Albino, to make sure I knew 'status' of my vehicle. First delay was the replacement headliner that took SIX MONTHS to get here was damaged installing it. Headliner came in, and trying to reinstall sun visors,they had both been damaged, AND headliner ordered by VIN came in with wrong wiring harness. Oh, and Safelite broke the 'new' windshield just installed at the end of October...then there is the damage to the right side curtain air bag, all in a voicemail. And he is out of the office all week, have a great Thanksgiving. Parts 'ordered' from suppliers.
My vehicle went into the shop 10-14, came out late 10-28. Back in 11-8, been there since...and I'm a 'troublemaker'.
Dec 2
Had to return to the dealership today to 'renew' temp tag on loaner. Had an interesting conversation with salesman, who recognized me from report he had that I was still driving 'the ugly jeep'. He started by telling me I had lit a fire under some unsuspecting (expletive) in the dealership and they were not happy. He told me he was 'proud of me' for standing up for myself and had EVERYONE'S attention. The dealership management decided last Tuesday he no longer needed to be a part of the weekly conference with FCA region regarding my vehicle. Management told him 'not to talk to me' because 'you might be giving him information'. He told me he's keeping an eye on my truck because he's concerned about its well being. (It is inside with windshield out of it). He also told me he's looking for a job someplace else, I am not the only one with problems, the 'service department is screwing everybody over'. I laughed, he laughed, and we parted ways. I estimate I will not get my truck back until December 11, which will have it 'in the shop' 51 of the last 61 days. NOT ACCEPTABLE
kevinssaco
Active Member
Does Texas have a lemon law? You have more than enough trips back and forth and documentation to back it up! We have one up here that's pretty clear cut. It'd be worth lawyering up on this one!From October
Seems a large number of these trucks do this. It took me six months...SIX MONTHS for my dealer to acknowledge the problem. They even refused to write a service ticket until I could tell them it would do what I was reporting. October 3, 2019 I sent a letter to FCA and TexDot requesting assistance under Texas Lemon Law, because "The condition described in the complaint relates to safety, has not been addressed by the dealership and continues to be present in the vehicle, albeit intermittent. The condition adversely affects the vehicle's value." Man, have they been jumping through their butts ever since. Had an appointment for Tuesday to get a number of issues fixed, but mainly 'the drone" and the headliner. I even got to talk to FCA Regional General Manager of Parts and Service! LSS, drove up the service drive, got out of the RAM, short talk with service writer and he said, I'm going to put my shop manager and two techs in the back seat and you are going to show them what is happening. Loaded up, turned west onto I-40 service road, went about four blocks, up the ramp to get on I-40 and as I accelerated and gears changed... there it was loud and clear...all the way to 75mph passing through 1500-2500 rpm (1500 = 72mph)
One of the guys in the back seat said "I FEEL IT!!! It's coming out of the speaker!!" The other guy agreed, said it was loud enough it bothered him and gave him vertigo. Turned around, drove 3 miles, exited Coulter Rd, turned back west under the interstate and while accelerating west it did it again. Shop guy mentioned he thought might be carrier bearing on drive shaft...but he had talked to engineering and my vehicle just displayed precisely what they told him to look for, and to reprogram ANC module. If that doesn't work, put a new one in...
So I believe it is fixed! Fingers crossed. Too bad I had to make a second, third, fourth and fifth trip and get nasty about it and threaten Lemon Lawing them, but here we are.
From Oct 28
Texas CDJR called at 1100am, said truck was on the way to detail, would be ready by the time I got there. I arrived at 150pm, and the vehicle was sitting on the lot with all the shipping pads still on the windshield. Asked what happened...Rickie went to lunch and when he got back, someone told him to 'detail' a seller. OK, why was mine moved out of the bay? No one knew.
At 300pm, they moved the truck into the wash bay. Salesman came out and pointed out the mic on passenger side was not seated against headliner surface, as the other five were. Active air dam was deployed, not supposed to be. Pointed this out to the service writer, he said he'd take care of it. "The crew" worked diligently to clean my 7,900 mile old vehicle.
At 455pm, the cleanup guy brought my truck around and reported he was finished with it. Service manager took me to cashier where I was presented a bill for over $400 for installing a windshield AND changing oil and filter. I questioned the windshield and was told they always charge for putting in customer requested parts. I did not request a windshield, it's part of replacing the headliner you characters put in because the factory screwed it up. But anyway...oh, and the two surrounds for the tow hooks you installed were in the bed of the truck with the tow hooks, and aren't there now...but you charged me for them anyway? And you put the tow hooks on the truck??
They didn't budge.
I left, as I turned right out of the dealership, there was a new sensation on the steering wheel (Leather wrapped, of course). At 7 oclock on the wheel, running from the front of the steering wheel toward the back at about 8 oclock, nice scratch in the previously smooth surface. Well crap...AND the drivers sun visor won't go up to the headliner...not properly installed. On the phone to the dealer service writer...can you bring it back tomorrow? NO NO AND NO....it.s been here a week and it's got more wrong with it than when I got here. One unhappy camper here. Headed to Texas Motor Speedway in the morning.
AND, drone is a little better, but not gone...the flash subdued some of the droning, but it's still there, as evidenced by opening a window at speed and it stops.
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Successful round trip to Texas Motor Speedway. Whistling all the way...and driving around without the travel trailer, droning. Every time I feel the scratch(es) on the steering wheel, it infuriates me. Wednesday last week got a call from Robert, wondering when I'd be back. Short conversation because I was driving in the rain. Got back home on Monday 11-4, called Texas CDJR asked for Richard in service. Got Austin. Asked if steering wheel was in, he said he'd check and call me back...oh, tell Richard I'd like to speak with him. I'll have him call you, and I'll call you back after I check with parts. Ok, thanks. Tuesday morning, attempted again to call Richard....not at his desk, on a test drive. At 1155am I had enough...called AutoInc, parent company of Texas CDJR. Asked if I could speak with someone regarding one of their dealerships. (There are only four people who constitute the entire organization) The woman who answered the phone listened, told me she would call Joe Harless, dealership GM and have him call me.
I had previously spoken with Joe in May, August and October. He had told me he would 'take care of' my concerns.
When I answered the phone, when he called, first words out of his mouth were "Why did you call corporate?" My response was "Why didn't you do what you said you would do and keep me from having to??"
He wanted to know when I would have the vehicle available to 'fix' the problems. I told him I could arrange to be in Amarillo on Friday 11-8. Service manager Jason was now in the conversation, we discussed what 'problems I had'.
1-Driver side sun visor improperly mounted, large bubble in headliner where spacer block misplaced.
2-Driver and passenger sun visors smudged with dirty fingerprints all over top and bottom.
3-Whistling from near passengers side A pillar at 60-70 mph.
4-Oil spilled all over driver side of engine and valve cover from oil change.
5-Steering wheel has two parallel scratches from 700 o'clock position near face of wheel to 800 o'clock position on outer circumference toward back of wheel. Scratches in leather caused by sharp object being dragged against wheel surface and damaging tactile surface. Steering wheel ordered and 'backordered' expected to ship 11-27.
6-ANC flash only changed pitch of ANC output to subsonic level. Instead of sounding like fillings were going to be knocked out by 300-500hz sound manipulation, the 'new' noise is about 90-115hz and sounds like center carrier on a two piece driveshaft has failed.
7-Water in right rear taillight, reverse and turn lenses.
Joe told me I would get a loaner...they would fill me up with gas...I would get 'detailed' and everything would get fixed, but he didn't want me to call anyone else, just deal with him.
We'll see. Wish me....no. I don't need luck, I need a new dealer.
Nov 15
Followup: Truck put in shop last Friday, 11-8. When I arrived Texas CDJR at 845am, at 1140am was inforned 'we aren't going to finish it today.' Got loaner (Jeep Wrangler Sport) and was told "It will be ready Monday". No word Monday. No word Tuesday. No word Wednesday, so I texted service line, got response from service writer....he would check into parts situation with parts manger, call me back. No call back Wednesday. No call Thursday. This morning I replied with service last text to me, back to them. In about 10 minutes I got a text from Richard, calling you right now.
Phone rings, this is Richard, with Texas Dodge, Mr Riddle? -Yes. Well, we have encountered a little problem. -Oh? Yes, the headliner was improperly installed by our technician, it had been damaged, along with the side curtain airbag, of which we have also ordered, and now the windshield has broken as we attempted to reposition the headliner and were unable to do so because it has been compromised. And your steering wheel is moved up into December. -Wonderful. -What am I supposed to be doing about this? Well, I will tell you this, the technician who did this was let go, along with four others who worked on your vehicle and two others quit, so we are quite short handed at the moment. -And I'm supposed to do what? Well we do apologize and I will get you a parts update before noon today. -Ok.
Don't know what time zone or planet this quy works in but it is now 2:31pm where I am, in the same time zone with the dealership. And no call.
Nov 30
Well here I am, three weeks and a day after placing my 2019 RAM in the hands of...the dealer. Friday when I put it in to the shop to repair the 'new' headliner they had installed they started out-it will be ready 'same day'. Then it turned into Monday...then nothing..for a week. I finally got someone to talk to me. It is disheartening to purchase a $40,000 vehicle and be treated as a criminal. To quote the dealer GM in August: "Don't you worry about a thing, I'll make sure we take care of it." In September: "Really? I'll make sure we get this right, give me a chance tom make some calls." In October: "Don't worry, I'll get this handled." In November: "Why did you call Corporate? You didn't have to call Corporate! I told you I'd take care of it, why'd you do that?" Then he put the Parts and Service guy with the service writer on the phone and we had a 'conversation'. Then, on 11-20 I made a trip to the dealership (65 miles from my house) to take a 'test drive' so they could diagnose droning. But before I got there, while on the phone with the service adviser and Parts and Service Mgr, he decided to 'shout me down' because "You are a 'troublemaker' complaining about everything and calling everyone expecting them to do something for me". You have Joe's number, you have Richard's number, you have everyone's number and you call Albino and tell him how 'bad' we treat you." He then told me he wanted me to only communicate with Richard, no one else, and if I did, he would tell all 'these people' I really didn't want my vehicle worked on.
Just shut up. No I didn't say it but I thought it.
Yesterday, went by the dealership because the loaner was approaching 3,800 miles and temp tag expires 11-30-19. Was told: "Drive it, come back Monday, we'll retag it, don't worry about the miles." I had previously been admonished to return to the dealership BEFORE 3,800 miles. Did my part...
Meanwhile got a call from Albino, to make sure I knew 'status' of my vehicle. First delay was the replacement headliner that took SIX MONTHS to get here was damaged installing it. Headliner came in, and trying to reinstall sun visors,they had both been damaged, AND headliner ordered by VIN came in with wrong wiring harness. Oh, and Safelite broke the 'new' windshield just installed at the end of October...then there is the damage to the right side curtain air bag, all in a voicemail. And he is out of the office all week, have a great Thanksgiving. Parts 'ordered' from suppliers.
My vehicle went into the shop 10-14, came out late 10-28. Back in 11-8, been there since...and I'm a 'troublemaker'.
Dec 2
Had to return to the dealership today to 'renew' temp tag on loaner. Had an interesting conversation with salesman, who recognized me from report he had that I was still driving 'the ugly jeep'. He started by telling me I had lit a fire under some unsuspecting (expletive) in the dealership and they were not happy. He told me he was 'proud of me' for standing up for myself and had EVERYONE'S attention. The dealership management decided last Tuesday he no longer needed to be a part of the weekly conference with FCA region regarding my vehicle. Management told him 'not to talk to me' because 'you might be giving him information'. He told me he's keeping an eye on my truck because he's concerned about its well being. (It is inside with windshield out of it). He also told me he's looking for a job someplace else, I am not the only one with problems, the 'service department is screwing everybody over'. I laughed, he laughed, and we parted ways. I estimate I will not get my truck back until December 11, which will have it 'in the shop' 51 of the last 61 days. NOT ACCEPTABLE
kblast523
Active Member
Yes it does. October 3 I files a claim with Texas Department of Motor Vehicles. October 5 I had a 'telephone interview' to determine basis and validity of case. I had been working on getting a headliner, ANC issue addressed since April. The dealership tried to skirt the issue by not writing additional service orders after initial visit. It severely undermined THEIR case because of repeated inquiry into parts status and reordering events. Suddenly and mysteriously, headliner, windshield, and replacement wiring harness showed up, all 'overnighted' to the dealership by October 18. Events following October 28 are ALL issues of haphazard negligence on the part of the dealership, and ongoing. Tail light with water in it is only 'new' issue.
kblast523
Active Member
From October
Seems a large number of these trucks do this. It took me six months...SIX MONTHS for my dealer to acknowledge the problem. They even refused to write a service ticket until I could tell them it would do what I was reporting. October 3, 2019 I sent a letter to FCA and TexDot requesting assistance under Texas Lemon Law, because "The condition described in the complaint relates to safety, has not been addressed by the dealership and continues to be present in the vehicle, albeit intermittent. The condition adversely affects the vehicle's value." Man, have they been jumping through their butts ever since. Had an appointment for Tuesday to get a number of issues fixed, but mainly 'the drone" and the headliner. I even got to talk to FCA Regional General Manager of Parts and Service! LSS, drove up the service drive, got out of the RAM, short talk with service writer and he said, I'm going to put my shop manager and two techs in the back seat and you are going to show them what is happening. Loaded up, turned west onto I-40 service road, went about four blocks, up the ramp to get on I-40 and as I accelerated and gears changed... there it was loud and clear...all the way to 75mph passing through 1500-2500 rpm (1500 = 72mph)
One of the guys in the back seat said "I FEEL IT!!! It's coming out of the speaker!!" The other guy agreed, said it was loud enough it bothered him and gave him vertigo. Turned around, drove 3 miles, exited Coulter Rd, turned back west under the interstate and while accelerating west it did it again. Shop guy mentioned he thought might be carrier bearing on drive shaft...but he had talked to engineering and my vehicle just displayed precisely what they told him to look for, and to reprogram ANC module. If that doesn't work, put a new one in...
So I believe it is fixed! Fingers crossed. Too bad I had to make a second, third, fourth and fifth trip and get nasty about it and threaten Lemon Lawing them, but here we are.
From Oct 28
Texas CDJR called at 1100am, said truck was on the way to detail, would be ready by the time I got there. I arrived at 150pm, and the vehicle was sitting on the lot with all the shipping pads still on the windshield. Asked what happened...Rickie went to lunch and when he got back, someone told him to 'detail' a seller. OK, why was mine moved out of the bay? No one knew.
At 300pm, they moved the truck into the wash bay. Salesman came out and pointed out the mic on passenger side was not seated against headliner surface, as the other five were. Active air dam was deployed, not supposed to be. Pointed this out to the service writer, he said he'd take care of it. "The crew" worked diligently to clean my 7,900 mile old vehicle.
At 455pm, the cleanup guy brought my truck around and reported he was finished with it. Service manager took me to cashier where I was presented a bill for over $400 for installing a windshield AND changing oil and filter. I questioned the windshield and was told they always charge for putting in customer requested parts. I did not request a windshield, it's part of replacing the headliner you characters put in because the factory screwed it up. But anyway...oh, and the two surrounds for the tow hooks you installed were in the bed of the truck with the tow hooks, and aren't there now...but you charged me for them anyway? And you put the tow hooks on the truck??
They didn't budge.
I left, as I turned right out of the dealership, there was a new sensation on the steering wheel (Leather wrapped, of course). At 7 oclock on the wheel, running from the front of the steering wheel toward the back at about 8 oclock, nice scratch in the previously smooth surface. Well crap...AND the drivers sun visor won't go up to the headliner...not properly installed. On the phone to the dealer service writer...can you bring it back tomorrow? NO NO AND NO....it.s been here a week and it's got more wrong with it than when I got here. One unhappy camper here. Headed to Texas Motor Speedway in the morning.
AND, drone is a little better, but not gone...the flash subdued some of the droning, but it's still there, as evidenced by opening a window at speed and it stops.
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Successful round trip to Texas Motor Speedway. Whistling all the way...and driving around without the travel trailer, droning. Every time I feel the scratch(es) on the steering wheel, it infuriates me. Wednesday last week got a call from Robert, wondering when I'd be back. Short conversation because I was driving in the rain. Got back home on Monday 11-4, called Texas CDJR asked for Richard in service. Got Austin. Asked if steering wheel was in, he said he'd check and call me back...oh, tell Richard I'd like to speak with him. I'll have him call you, and I'll call you back after I check with parts. Ok, thanks. Tuesday morning, attempted again to call Richard....not at his desk, on a test drive. At 1155am I had enough...called AutoInc, parent company of Texas CDJR. Asked if I could speak with someone regarding one of their dealerships. (There are only four people who constitute the entire organization) The woman who answered the phone listened, told me she would call Joe Harless, dealership GM and have him call me.
I had previously spoken with Joe in May, August and October. He had told me he would 'take care of' my concerns.
When I answered the phone, when he called, first words out of his mouth were "Why did you call corporate?" My response was "Why didn't you do what you said you would do and keep me from having to??"
He wanted to know when I would have the vehicle available to 'fix' the problems. I told him I could arrange to be in Amarillo on Friday 11-8. Service manager Jason was now in the conversation, we discussed what 'problems I had'.
1-Driver side sun visor improperly mounted, large bubble in headliner where spacer block misplaced.
2-Driver and passenger sun visors smudged with dirty fingerprints all over top and bottom.
3-Whistling from near passengers side A pillar at 60-70 mph.
4-Oil spilled all over driver side of engine and valve cover from oil change.
5-Steering wheel has two parallel scratches from 700 o'clock position near face of wheel to 800 o'clock position on outer circumference toward back of wheel. Scratches in leather caused by sharp object being dragged against wheel surface and damaging tactile surface. Steering wheel ordered and 'backordered' expected to ship 11-27.
6-ANC flash only changed pitch of ANC output to subsonic level. Instead of sounding like fillings were going to be knocked out by 300-500hz sound manipulation, the 'new' noise is about 90-115hz and sounds like center carrier on a two piece driveshaft has failed.
7-Water in right rear taillight, reverse and turn lenses.
Joe told me I would get a loaner...they would fill me up with gas...I would get 'detailed' and everything would get fixed, but he didn't want me to call anyone else, just deal with him.
We'll see. Wish me....no. I don't need luck, I need a new dealer.
Nov 15
Followup: Truck put in shop last Friday, 11-8. When I arrived Texas CDJR at 845am, at 1140am was inforned 'we aren't going to finish it today.' Got loaner (Jeep Wrangler Sport) and was told "It will be ready Monday". No word Monday. No word Tuesday. No word Wednesday, so I texted service line, got response from service writer....he would check into parts situation with parts manger, call me back. No call back Wednesday. No call Thursday. This morning I replied with service last text to me, back to them. In about 10 minutes I got a text from Richard, calling you right now.
Phone rings, this is Richard, with Texas Dodge, Mr Riddle? -Yes. Well, we have encountered a little problem. -Oh? Yes, the headliner was improperly installed by our technician, it had been damaged, along with the side curtain airbag, of which we have also ordered, and now the windshield has broken as we attempted to reposition the headliner and were unable to do so because it has been compromised. And your steering wheel is moved up into December. -Wonderful. -What am I supposed to be doing about this? Well, I will tell you this, the technician who did this was let go, along with four others who worked on your vehicle and two others quit, so we are quite short handed at the moment. -And I'm supposed to do what? Well we do apologize and I will get you a parts update before noon today. -Ok.
Don't know what time zone or planet this quy works in but it is now 2:31pm where I am, in the same time zone with the dealership. And no call.
Nov 30
Well here I am, three weeks and a day after placing my 2019 RAM in the hands of...the dealer. Friday when I put it in to the shop to repair the 'new' headliner they had installed they started out-it will be ready 'same day'. Then it turned into Monday...then nothing..for a week. I finally got someone to talk to me. It is disheartening to purchase a $40,000 vehicle and be treated as a criminal. To quote the dealer GM in August: "Don't you worry about a thing, I'll make sure we take care of it." In September: "Really? I'll make sure we get this right, give me a chance tom make some calls." In October: "Don't worry, I'll get this handled." In November: "Why did you call Corporate? You didn't have to call Corporate! I told you I'd take care of it, why'd you do that?" Then he put the Parts and Service guy with the service writer on the phone and we had a 'conversation'. Then, on 11-20 I made a trip to the dealership (65 miles from my house) to take a 'test drive' so they could diagnose droning. But before I got there, while on the phone with the service adviser and Parts and Service Mgr, he decided to 'shout me down' because "You are a 'troublemaker' complaining about everything and calling everyone expecting them to do something for me". You have Joe's number, you have Richard's number, you have everyone's number and you call Albino and tell him how 'bad' we treat you." He then told me he wanted me to only communicate with Richard, no one else, and if I did, he would tell all 'these people' I really didn't want my vehicle worked on.
Just shut up. No I didn't say it but I thought it.
Yesterday, went by the dealership because the loaner was approaching 3,800 miles and temp tag expires 11-30-19. Was told: "Drive it, come back Monday, we'll retag it, don't worry about the miles." I had previously been admonished to return to the dealership BEFORE 3,800 miles. Did my part...
Meanwhile got a call from Albino, to make sure I knew 'status' of my vehicle. First delay was the replacement headliner that took SIX MONTHS to get here was damaged installing it. Headliner came in, and trying to reinstall sun visors,they had both been damaged, AND headliner ordered by VIN came in with wrong wiring harness. Oh, and Safelite broke the 'new' windshield just installed at the end of October...then there is the damage to the right side curtain air bag, all in a voicemail. And he is out of the office all week, have a great Thanksgiving. Parts 'ordered' from suppliers.
My vehicle went into the shop 10-14, came out late 10-28. Back in 11-8, been there since...and I'm a 'troublemaker'.
Dec 2
Had to return to the dealership today to 'renew' temp tag on loaner. Had an interesting conversation with salesman, who recognized me from report he had that I was still driving 'the ugly jeep'. He started by telling me I had lit a fire under some unsuspecting (expletive) in the dealership and they were not happy. He told me he was 'proud of me' for standing up for myself and had EVERYONE'S attention. The dealership management decided last Tuesday he no longer needed to be a part of the weekly conference with FCA region regarding my vehicle. Management told him 'not to talk to me' because 'you might be giving him information'. He told me he's keeping an eye on my truck because he's concerned about its well being. (It is inside with windshield out of it). He also told me he's looking for a job someplace else, I am not the only one with problems, the 'service department is screwing everybody over'. I laughed, he laughed, and we parted ways. I estimate I will not get my truck back until December 11, which will have it 'in the shop' 51 of the last 61 days. NOT ACCEPTABLE
Just got off the phone with FCA Regional Director of Parts and Service: "I really didn't want to have to make this phone call, but we are proceeding with process on your vehicle under provisions of the Texas Lemon Law."
Chrysler RAM Tampa. DO NOT make my mistake.
I brought my truck in for warranty overheat breakdown on a monday morning start of business. breakdown on sunday before. I got slow queued for the repair because I hadn't scheduled an appointment (while they were closed) after my breakdown. after waiting all day to even triage the truck they spent less than an hour *fixing it* and when I got it back the next day they had fixed the overheat and broke the AC system, for which they have no root cause and no ETR .
the dealership had the audacity to tell me that they didn't even know if they broke it because they don't do any check-in/check-out on vehicles when they are brought in. I never even left the lot with the truck when they broke the AC and they have pushed me to the back of the repair queue again because I had no appointment when "I brought the truck back in".
I can't believe this is the image that FCA wants to put forward with their name on the banner. I haven't even had the chance to make my third payment or cross my first service interval.
3500 miles and a broken truck in the shop with no estimate of time to return and the service center isn't sweating it.
Ramcares can't get a hold of the GM or service director.
Ramcares wasn't able to get a hold of the service center to schedule a repair which is why I had to show up unannounced in their lot.
Where's the accountability? I'm 50k out of pocket in a base trim rental instead of my Laramie.
I brought my truck in for warranty overheat breakdown on a monday morning start of business. breakdown on sunday before. I got slow queued for the repair because I hadn't scheduled an appointment (while they were closed) after my breakdown. after waiting all day to even triage the truck they spent less than an hour *fixing it* and when I got it back the next day they had fixed the overheat and broke the AC system, for which they have no root cause and no ETR .
the dealership had the audacity to tell me that they didn't even know if they broke it because they don't do any check-in/check-out on vehicles when they are brought in. I never even left the lot with the truck when they broke the AC and they have pushed me to the back of the repair queue again because I had no appointment when "I brought the truck back in".
I can't believe this is the image that FCA wants to put forward with their name on the banner. I haven't even had the chance to make my third payment or cross my first service interval.
3500 miles and a broken truck in the shop with no estimate of time to return and the service center isn't sweating it.
Ramcares can't get a hold of the GM or service director.
Ramcares wasn't able to get a hold of the service center to schedule a repair which is why I had to show up unannounced in their lot.
Where's the accountability? I'm 50k out of pocket in a base trim rental instead of my Laramie.
Bobkid
Active Member
Stay away from Mike Brown FORD/CJD in Granbury, TX. My new RAM will never see their service department based on how they 'cared' for my last 2 Jeeps. Both had the water pump go out on the 5.7L at just over 90K miles and I took them there for warranty repair since they're ~10 miles away from me. In both cases they tried to bill me just over $900 for the repairs and I had to pull out my paperwork to show that both had Jeep's 100K powertrain warranty. Then they tried to say that water pump wasn't covered by the powertrain warranty, so I had to take my paperwork back out to show them that water pumps were specifically listed as covered components. In both cases they grudgingly complied and dropped the charges. No telling how many people they've stuck with charging for what should have been warranty work over the years. Don't trust them because of that and I wouldn't ever take another vehicle there.
Ellisstrong
Spends too much time on here
What dealership is Chrysler ram Tampa? Is it courtesy Chrysler on Adamo?
I took my truck in to have recalls done and to have a slow refueling issue addressed under warranty service. After nearly two weeks of my truck being at the dealership, I finally lost my patience. Here's the note I sent to the dealership:
"
Phone, text or email response - any will do.
I took my truck in on 12/7/19 to have several recalls done (which were completed the same day) and to have a warranty issue taken care of. Without going into long drawn out details, suffice to say that the truck would not allow sufficient fuel flow at the inlet when refueling the truck. Eventually, this was diagnosed as a faulty charcoal canister, which is now waiting to be corrected. The purpose of this note is two-fold.
First is the timing of this warranty service. As mentioned, I dropped the truck off on 12/7/19. Today is 12/17/19. Ten days (eight working days) has elapsed without a resolution to the relatively simple problem with my truck. Much of this time has been spent with the truck sitting without any work being performed. I called on Monday 12/9 and again on Tuesday 12/10 to find out the status of the vehicle. On that Monday, nothing had been done. The next day, Tuesday, the only work that had been performed was a technician taking my truck to the gas station to determine whether or not there was an actual problem and that I somehow over the course of the last year had forgotten how to put gas in my truck. The tech verified a problem, but the diagnosis of the symptom did not start (as near as I can tell) until the following Friday. The part was supposed to be ordered on Friday, 12/13. I seriously doubt that this took place, because today the part has still not arrived, therefore the truck will sit for at least one more day until the part hopefully arrives and someone gets around to installing it on my truck. So my first complaint is, seriously? More than a week and a half? It is patently obvious that my vehicle has been ignored and just worked in when I complain to my service advisor.
Second problem - getting hold of someone who can give me an honest update on what's happening with my vehicle. Getting the service advisor to call back is only possible when I call the service manager, even when I have been promised a call at a certain time. This is not an acceptable way to conduct business. By the way, the service manager hides behind voice mail and has STILL not actually returned my calls. How difficult is it to give a 2 minute update on what's going on? Meantime, my truck still languishes in the parking lot, while I am made to sit and wonder.
In the last couple of years, I have purchased two vehicles at your Lithia dealership. Between lifetime oil changes for both and an extended warranty for one of the vehicles, I have spent at least 70-80k. Next time I am in the market, I will have second thoughts about whether I should be giving you my hard earned dollars.
So I'm asking nicely, please get my truck finished. Second, answer my calls. Third, return calls when promised.
Thank you,"
This note was sent yesterday. This morning, the GM called me from the dealership here in Spokane. He apologized, gave me his cell phone number and told me to call him if there was anything he could do moving forward. He also told me that the part that was needed to fix my truck was arriving today and that my truck would be finished today. It was nice to hear from him and welcome news..
So, this afternoon, I got a call from the service department that says that the part that they needed finally arrived today, but that they would not be able to get to my truck until tomorrow. So much for promises . . .
So to the original poster - unless my truck literally falls apart, I will NOT use a DEALER for ANYTHING EVER AGAIN!
Oh and by the way, this is Lithia in Spokane, WA.
"
Phone, text or email response - any will do.
I took my truck in on 12/7/19 to have several recalls done (which were completed the same day) and to have a warranty issue taken care of. Without going into long drawn out details, suffice to say that the truck would not allow sufficient fuel flow at the inlet when refueling the truck. Eventually, this was diagnosed as a faulty charcoal canister, which is now waiting to be corrected. The purpose of this note is two-fold.
First is the timing of this warranty service. As mentioned, I dropped the truck off on 12/7/19. Today is 12/17/19. Ten days (eight working days) has elapsed without a resolution to the relatively simple problem with my truck. Much of this time has been spent with the truck sitting without any work being performed. I called on Monday 12/9 and again on Tuesday 12/10 to find out the status of the vehicle. On that Monday, nothing had been done. The next day, Tuesday, the only work that had been performed was a technician taking my truck to the gas station to determine whether or not there was an actual problem and that I somehow over the course of the last year had forgotten how to put gas in my truck. The tech verified a problem, but the diagnosis of the symptom did not start (as near as I can tell) until the following Friday. The part was supposed to be ordered on Friday, 12/13. I seriously doubt that this took place, because today the part has still not arrived, therefore the truck will sit for at least one more day until the part hopefully arrives and someone gets around to installing it on my truck. So my first complaint is, seriously? More than a week and a half? It is patently obvious that my vehicle has been ignored and just worked in when I complain to my service advisor.
Second problem - getting hold of someone who can give me an honest update on what's happening with my vehicle. Getting the service advisor to call back is only possible when I call the service manager, even when I have been promised a call at a certain time. This is not an acceptable way to conduct business. By the way, the service manager hides behind voice mail and has STILL not actually returned my calls. How difficult is it to give a 2 minute update on what's going on? Meantime, my truck still languishes in the parking lot, while I am made to sit and wonder.
In the last couple of years, I have purchased two vehicles at your Lithia dealership. Between lifetime oil changes for both and an extended warranty for one of the vehicles, I have spent at least 70-80k. Next time I am in the market, I will have second thoughts about whether I should be giving you my hard earned dollars.
So I'm asking nicely, please get my truck finished. Second, answer my calls. Third, return calls when promised.
Thank you,"
This note was sent yesterday. This morning, the GM called me from the dealership here in Spokane. He apologized, gave me his cell phone number and told me to call him if there was anything he could do moving forward. He also told me that the part that was needed to fix my truck was arriving today and that my truck would be finished today. It was nice to hear from him and welcome news..
So, this afternoon, I got a call from the service department that says that the part that they needed finally arrived today, but that they would not be able to get to my truck until tomorrow. So much for promises . . .
So to the original poster - unless my truck literally falls apart, I will NOT use a DEALER for ANYTHING EVER AGAIN!
Oh and by the way, this is Lithia in Spokane, WA.
yes. adamo/ hwy 60/kennedy and hwy 301 .
Ellisstrong
Spends too much time on here
Good. That’s the closest one to me but I drive into the city to go to another dealer.
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