When shopping for a new vehicle we received a flyer in the mail advertising a Dodge Ram 1500 SXT for $27,000.00 from North Bay Chrysler. When we sat with one of their sales reps he handed us a vehicle information print out complete with the V.I.N. number. He told us this vehicle started at $39,000.00. After some discussion regarding price we produced the flyer with the $27,000.00 Ram. He said "Oh well, that's for a different vehicle" and promptly produced an other vehicle information print out complete with the V.I.N. number and stated "this is the one in the flyer". when I compared the V.I.N. numbers they matched exactly. When confronted with this he tried collect the two print outs, I simply changed the topic to discuss rear differential options, he again tried to collect the two print outs in my hand. I again changed the topic to discuss seating options, he again tried to collect the print outs.
While discussing our requirements for this vehicle I informed him we have a 5,000 lbs travel trailer and would require the 3.55 rear differential with this vehicles cab size and box length to facilitate safe towing of the trailer. He then proceeds to show us a truck with a 3.21 rear differential (that is only rated to pull 4,170 lbs) and tells us "I can get you into this one today for..." I confront him with the rear differential being incompatible with our requirement his response was "how much towing will you actually be doing" my response was "none with this vehicle." He then began the "let me go talk to my manger" game. After his third visit to the sales manager I asked him to book us an appointment with him as we are not interested in playing games and I wanted to discuss the issues we had experienced. The sales manager told me "That's not how we operate here." We left and spent $47,000.00 on a Ram at another dealership.
Post sale service.
Shortly after purchasing our new Ram we received a recall notice and booked an appointment at the local North Bay Chrysler. we were told it would take approximately 30 minutes to perform the software update. After over an hour the MECHANIC not the service rep comes out to inform me that "the computer is not accepting the update" and that they will order a replacement radio unit as it is the computer main frame" we were told to come back in 7 days when the part was in. we had no radio for that time. What they didn't tell me is that one of their technicians incorrectly performed his duties and shorted out and "fried" our radio. How do we know this? well, one of our friends was employed in their service bay at the time and they informed us of what had happened. when we returned after the replacement radio arrived we were again told it would be a half an hour wait. It took an hour and a half and our tuck was returned to us complete with damaged dashboard and bezel. When I asked to have these items replaced the service manager said it would be no problem at all. I then asked for a replacement vehicle as we have two children, both work full time on opposite shifts and it is extremely inconvenient to alter our very busy schedule to rectify problems caused by their service department. I was told they could "shuttle" me around. I informed this was unacceptable as we have children again the shuttle was offered. At this point we were so frustrated we wrote a three page typed letter to Chrysler Canada and they promptly offered to resolve the situation by allowing us the opportunity to purchase additional warranty coverage to ensure I have a replacement vehicle the next time their representatives damage our vehicle. North Bay Chrysler replaced the bezel with a factory flawed bezel that I noticed the second I sat in our truck and pointed it out to the service manager. He then tried to clean the bezel and realised it is indeed a flawed product and will again require us to alter our schedule to have the truck in for maintenance.
I informed him this was beginning to venture into the absurd, He agreed and apologised several times. We went into his office where he ordered a new bezel and told me it would be in as soon as possible. I told him in no uncertain terms that we would be provided with a replacement vehicle he agreed and assured me this would be rectified promptly. well its been almost 12 months and no call, no email, no anything. The worst part is that we have had to return to this dealer on a few occasions for warranty service as well as two more recalls. At no time during any of these visits have they mentioned the replacement bezel.
And finally on our last visit we set an appointment time of 9:30 am to have two recalls performed. I cleared my schedule for the morning as I was told it should take no more than 1 hour. The service representative who was very polite and friendly asked "What time did you need your truck by" I replied "10:30" he said "Oh ok can we shuttle you anywhere?" I informed him that I needed my truck as soon as possible but absolutely no later than this afternoon. I received a call at 2:30pm to inform me my truck was ready. When I picked it up I asked what the purpose of setting an appointment time was. I was informed that "something else came up". I simply stated that "I guess I know where we stand then"
My wife and I have vowed to inform everyone we know who is intending to purchase a vehicle about the level of service we received from North Bay Chrysler. To date it has cost them at least two sales and if we have our way at least fifty more