I recently brought my 2014 Durango in for a general service and to have the headlights aligned. I dropped the vehicle off for the day. During the day I received 2 calls for the service rep. During these conversations, he informed me that they had to take part of the bumper off to do the headlight alignment. This surprised me and we even joked about it together, but he did mention this at least twice.
When I picked it up at the end of the day, we walked out to the truck together and I noticed that there was a gap between the fender panel and the bumper on the passenger side. We compared the other side and there was a obvious difference. The service rep agreed that it was not put back on properly and this needed to be addressed. He told me his tech had gone home for the day and that I would have to make an appointment for another day and he would ensure it gets taken care of. While I was frustrated that I had to bring it back a second time, he was friendly and apologetic.
My experiences when I brought it back a few days later were quite different. The original service rep was on days off when I came back. Again, I left the truck for the day and went to work. I received a call soon after and was advised that they didn't take bumper off when I had it in last and that they would not be adjusting it. I explained that I was confident the gap in the panels was not there prior me bringing it earlier and that I was told, by them, at least twice that they did take it off. His tone of voice strongly implied that he did not believe me and even made a comment to the effect that "he can't help the way I drive". For the record, I have not been in an accident for about 30 years.
This prompted a couple of calls with the service manager. He reiterated "his" side that he has no record of them taking the bumper off that if they did they would have charged me considerably more. He phoned the service rep I originally dealt with who he said that me that they "may" have to take the bumper off. I can say with certainty that he definitely told me at least twice that they DID take the bumper off. If they didn't take the bumper off why did the first service rep apologize and assure me that he would make sure it got done properly when I bring it back?
Throughout these interactions, both the second rep and the service manager gave me the distinct impression that they didn't really care about my perspective or about my time. They were borderline insulting and clearly place a higher value their expense than their customers.
I suppose I shouldn't be surprised by this when I consider how they almost always try to up sell the required services. If you followed the recommended services they have posted in their service centre you would be spending thousands of dollars more than the manufacturer recommends. For example, on two previous occasions when I came in for routine maintenance, they tried to get me to agree to change my transmission fluid and my spark plugs. They began with these recommendations when my truck had around 60,000 kms (it now has 98,000). Each of these services are extremely costly. The manufacturer's recommendation for these services is around 160,000 kms. If I had agreed to these services I would have spent thousands of dollars when there was absolutely no need to.
Even if I consider the unlikely possibility that the gap between the fender and bumper was there prior (which I don't believe was), they were dismissive and disrespectful which is clearly demonstrative of their true opinion of their customers.