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Dealership employees use my personal vehicle for business/joy ride

Pe2n3d1

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Sorry but I have to disagree with you, the owner/GM have everything to do with it as they’re allowing their employees to think this type of behavior is acceptable. Sure the good employee’s get caught in the crossfire with the negative reviews and such but obviously the business as a whole is mismanaged mess with a poor customer satisfaction culture being promoted. Just my .02 ;)
I agree with you Scott wholeheartedly. We’ll see what happens.
 

Pe2n3d1

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I have also uploaded some more clips on my YouTube channel to better capture the whole incident. In the other videos you can hear the employees realize that I was a waiting customer but chose to park my vehicle far away instead of just returning it to me. You can also see both employees get out of my truck and get into the white minivan and then drive away.
 

Scott_65

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I have also uploaded some more clips on my YouTube channel to better capture the whole incident. In the other videos you can hear the employees realize that I was a waiting customer but chose to park my vehicle far away instead of just returning it to me. You can also see both employees get out of my truck and get into the white minivan and then drive away.
I would be livid if this happened to me. The offering of a tank of gas is a joke, the only way I would be somewhat satisfied is to see the GM terminate those employees in front of me, this would at least begin to earn some trust and also demonstrate to the others that their actions have consequences.
 

silver billet

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Another guy with a unpopular opinion; but this whole "I'm going to sue X" thing has to die in a fire.

My 2 cents, the guy who did this definitely deserves to be punished, reduced hours/pay for a period of time etc. But when it comes down to it, there was actually no harm done to the owner or the truck. It's 6 miles.

And I agree with the others who suggest going the GM route instead of the negative review route. For a start, does anybody actually believe reviews, negative or otherwise? Most often I just roll my eyes at somebody who comes across as having "an ax to grind". But if you go the GM route, you might actually be able to have an effect and change what is happening at that dealership, without punishing those who did not do anything wrong.
 

duke2001

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I would be livid if this happened to me. The offering of a tank of gas is a joke, the only way I would be somewhat satisfied is to see the GM terminate those employees in front of me, this would at least begin to earn some trust and also demonstrate to the others that their actions have consequences.
Internet justice! Thank goodness it is not reality.
 

Pe2n3d1

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I would be livid if this happened to me. The offering of a tank of gas is a joke, the only way I would be somewhat satisfied is to see the GM terminate those employees in front of me, this would at least begin to earn some trust and also demonstrate to the others that their actions have consequences.
Thank you. I concur.
 

Snakes709

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Its common. Had a dealership do this to my SRT-10 when I bought it. They didnt detail it prior to me picking it up so i brought it back a few days later. When i picked it up after the detailing there was extra kms on the odometer, 1/8 of a tank. Of gas missing, tire shreds in the wheel well and fuel economy was through the roof. When i questioned them, they claimed they didnt take it for a joy ride because their detailers are just you g and dont have a license and can only drive it from the service drop off, to across the street to the detailing shop. So i asked “so you got kids that dont even have a license driving my truck on public roads”. The amount of back paddling they did wouls have been able to bring a canoe up Niagara falls.

i then purchased a sct tuner and had to bring the truck in for a a/c recharge. I loaded up a valet tune. Wouldnt let it rev past 3000rpm or go past 25kmh. Dropped it off, picked it up awhile later and was told there was an issue with my truck. Asked what issue and was told they couldnt accelerate on the road. I asked them why the **** they were driving my truck if all i needed was a a/c recharge. Was told they had to test drive it to make sure it was good to go and then they tried to spin it on me and saying how dangerous it is for them to pull out onto a busy road and not able to accelerate or get up to speed.
 

Pe2n3d1

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Its common. Had a dealership do this to my SRT-10 when I bought it. They didnt detail it prior to me picking it up so i brought it back a few days later. When i picked it up after the detailing there was extra kms on the odometer, 1/8 of a tank. Of gas missing, tire shreds in the wheel well and fuel economy was through the roof. When i questioned them, they claimed they didnt take it for a joy ride because their detailers are just you g and dont have a license and can only drive it from the service drop off, to across the street to the detailing shop. So i asked “so you got kids that dont even have a license driving my truck on public roads”. The amount of back paddling they did wouls have been able to bring a canoe up Niagara falls.

i then purchased a sct tuner and had to bring the truck in for a a/c recharge. I loaded up a valet tune. Wouldnt let it rev past 3000rpm or go past 25kmh. Dropped it off, picked it up awhile later and was told there was an issue with my truck. Asked what issue and was told they couldnt accelerate on the road. I asked them why the **** they were driving my truck if all i needed was a a/c recharge. Was told they had to test drive it to make sure it was good to go and then they tried to spin it on me and saying how dangerous it is for them to pull out onto a busy road and not able to accelerate or get up to speed.
I also asked why was my vehicle test driven as well if an electrical component was replaced. I could understand other jobs like suspension work, transmission work, etc that would need test drives but these guys are getting away with too much. Thanks for being another customer that stands their ground.
 

Snakes709

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I also asked why was my vehicle test driven as well if an electrical component was replaced. I could understand other jobs like suspension work, transmission work, etc that would need test drives but these guys are getting away with too much. Thanks for being another customer that stands their ground.

Yea its ********. Alot of things don't require a test drive.
 

Pe2n3d1

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Yea its ********. Alot of things don't require a test drive.
Yes. Thank you and to everyone else who has chimed in. I was looking for a high volume of replies and views on my YouTube video. This is a great community to be a part of.
 

duke2001

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I guess we all have different tolerances on customer satisfaction, you keep on being a doormat and I’ll keep on being a satisfied customer.
No man, just saying, would you take food off someone's table for this kind of lapse in judgement. Not saying that Dealership should tolerate this, just saying the punishment should fit the crime.
 

Pe2n3d1

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No man, just saying, would you take food off someone's table for this kind of lapse in judgement. Not saying that Dealership should tolerate this, just saying the punishment should fit the crime.
Yes. The videos also show reckless driving and traffic violations by rolling through 2 stop signs. So yes, this dude doesn’t deserve a job at this or any dealership in my opinion. As he put it, “oh well”.
 

LM42

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Sorry but I have to disagree with you, the owner/GM have everything to do with it as they’re allowing their employees to think this type of behavior is acceptable. Sure the good employee’s get caught in the crossfire with the negative reviews and such but obviously the business as a whole is mismanaged mess with a poor customer satisfaction culture being promoted. Just my .02 ;)

I respect your opinion, but what you have written here is part of the problem with customer service. Now, I don't know the size or volume of the dealer in question. But I can tell you here, with a reasonably large volume store that the GM does not have intimate knowledge of what technicians are doing during test drives. The assumption is that they are following store policy, unless otherwise pointed out in some way. Now I won't disagree that the service manage may be the one setting the tone for how the service drive behaves, but again, to cast this one known instance of bad behavior onto the GM is incredibly short sighted and is making a ton of assumptions. If you had an Amazon driver mis handle a package, do you think that casts some direct reflection on how Jeff Bezos runs the company? No of course not. There are a thousand layers between that guy and Jeff, and his behavior is his own and not likely the reflection of a poor corporate attitude. People not in the service related industry so quickly and easily forget that every person has a story and every person has good and bad days. The auto industry for all I love about it is a meat grinder. Even during this panedemic many of our clients don't care that we are open with a 70% reduction in staff and are here busting our asses for them. Each interaction is all still 100% about them and their needs and their desire to avoid even the slightest inconvenience. It is a real projection of what consumers in America have become.
 

bryan28

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Name the specific employees in your negative reviews if possible. And point them out directly to the GM with the video evidence as well.
 

Pe2n3d1

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I respect your opinion, but what you have written here is part of the problem with customer service. Now, I don't know the size or volume of the dealer in question. But I can tell you here, with a reasonably large volume store that the GM does not have intimate knowledge of what technicians are doing during test drives. The assumption is that they are following store policy, unless otherwise pointed out in some way. Now I won't disagree that the service manage may be the one setting the tone for how the service drive behaves, but again, to cast this one known instance of bad behavior onto the GM is incredibly short sighted and is making a ton of assumptions. If you had an Amazon driver mis handle a package, do you think that casts some direct reflection on how Jeff Bezos runs the company? No of course not. There are a thousand layers between that guy and Jeff, and his behavior is his own and not likely the reflection of a poor corporate attitude. People not in the service related industry so quickly and easily forget that every person has a story and every person has good and bad days. The auto industry for all I love about it is a meat grinder. Even during this panedemic many of our clients don't care that we are open with a 70% reduction in staff and are here busting our asses for them. Each interaction is all still 100% about them and their needs and their desire to avoid even the slightest inconvenience. It is a real projection of what consumers in America have become.
I understand your reply but the store GM is not the Founder or CEO that Jeff is to Amazon. That analogy is an apple to orange comparison. I am reaching out to the general manager of the exact dealership to make him aware of what his employees did to me, a customer. I am making a formal complaint because that’s the way it’s done. I wasn’t going to yell and make a scene at the service desk.

This interaction was directly about me, the signed agreement I had with the dealer, the breech in said agreement, the traffic violations and reckless driving that occurred with my vehicle, etc. Just like the employees still working at the dealer, I am essential as well so I’m gonna do the right thing and stand up for myself.
 
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LM42

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I understand your reply but the store GM is not the Founder or CEO that Jeff is to Amazon. That analogy is an apple to orange comparison. I am reaching out to the general manager of the exact dealership to make him aware of what his employees did to me, a customer. I am making a formal complaint because that’s the way it’s done. I wasn’t going to yell and make a scene at the service desk.

This interaction was directly about me, the signed agreement I had with the dealer, the breech in said agreement, the traffic violations and reckless driving that occurred with my vehicle, etc. Just like the employees still working at the dealer, I am essential as well so I’m gonna do the right thing and stand up for myself.
I get you, and am not in argument with anything you said. I was responding to someone else. But the analogy stands. Amazon is a large scale comparison, but the point remains. The GM is there to make sure the store is profitable and in compliance. Thats his primary focus. If stuff like this gets to his desk it signifies a break down in the chain of command not satisfying a client. And perhaps even been negligent in setting the proper standards for the store. I am not trying to make out like the store in question is some shining example, because I just don't know, and its likely that they are just an average store. But the way people cast the actions of an employee or two (especially low level ones) all the way to to top of the chain of command is just not fair or accurate. That's all I am saying. I truly do hope they resolve this in a way that is satisfactory to you. One thing that is factually accurate is that clients who have had a bad experience turned positive tell more people than people that have just had satisfactory or even good. Dealers know this. It is not a business secret. Generally stores want to help and have little desire to just turn clients away with a middle finger, though that is often the impression that consumers have.
 

Dave07

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Am I the only one that doesn’t see a problem here? I think it’s good practice to test drive a vehicle after replacing parts. They didn’t abuse the vehicle and 6 miles is pretty reasonable for a test. Yea they picked someone up but to me they were killing 2 birds with one stone.

I bet you would be complaining if they didn’t test drive and there was problem with the vehicle that could only be identified by doing a test drive.


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