I had an appalling experience this past week at Ensign Pacific Chrysler. I called this dealership to see if they could switch the locks from my half-doors to the full doors. They quoted me 45 min per door over the phone. I brought in the Jeep- they looked at it and told me they needed to order in a $30 part for each of the doors. This seemed reasonable for my older 1997 Jeep TJ. They proceeded to re-assemble the door (improperly, so the lock didn’t work) and said they would call when the part was in. After a week of waiting, driving around with an unlocked jeep (they said that it would be four days) I called to see if the part was in, and they said it was, but they couldn’t get me an appointment for another week.
Ensign finally got my jeep in a week later. After two and-a-half hours of not hearing anything, I called to see where they were at with my jeep. I was told that they had only done the driver’s side door, because they were busy, and if I would mind if they kept it overnight. They assured me that I wouldn’t be charged more than I was originally quoted- they were just backed-up with other cars. A little annoyed, but not with much choice, I agreed to let Ensign keep it overnight, as long as they would be done by noon (I needed it to get to work).
Hearing nothing by 12:30 the next day, I called and they said that they still hadn’t gotten to the passenger side door, but if I needed it, I could come pick it up and book in the other door later. The lady also causally mentioned that my bill was currently at around $700 because they had already spent seven hours on it. But if I wanted the other door done, I would be billed at the full $120 an hour, but it would probably only take four hours, as the techs had figured out how to do it.
I asked to speak to the Service Manager (Will), as I had been speaking to a few different service reps, and they all were pointing fingers at each other. The Service Manager was unable to tell me what took the techs seven hours, why I had been so improperly quoted and why I hadn’t been called to inform me about the situation before they went ahead with that work. The Service Manager said that he was willing to only bill $385.00, but that the other door was in pieces, and that I would have to pay to have them put it back together to its original state and that it would take hours of additional labour. After half a day of going around in circles, and multiple calls back and forth with no more answers given, I called the General Manager Donald.
I explained to Donald the miscommunication between departments, the lack of communication with me throughout the process and the general experience that I had so far with his team. He was silent, took my number, said that he was going to call a meeting with the Service Manager and techs and get back to me. I said that I would appreciate if they would get back to me quickly, as I had now been without a vehicle for two nights on account of their techs being busy, and the cab/car-to-go bills were getting high.
Nobody from Ensign ever called me back. Furious with the experience and that throughout the whole process, I had given them the benefit of the doubt because they are a new dealership. I was overly accommodating and understanding, knowing the industry and the growing pains of a new dealership. I picked up my Jeep, paid the $367.67 on the invoice. I left with mismatched doors and my newly cannibalized full-sized spare door (they seem to have harvested the parts for the drivers-side).
I gave ample opportunity for this dealership to make this experience right before making this public, but nothing was done. I took my Jeep to the dealership because I assumed I could trust the work and their word. Instead, I experienced the kind of service synonymous with a greasy used car lot; not a dealership representing the Chrysler brand in downtown Vancouver. Save yourself the aggravation and money- go to another Chrysler Dealership in the Lower Mainland.