O'Conner never fail to disappoint!
I'm on my 5th Chrysler product in the last 12 years, two bought from O'Conner Chilliwack and all serviced there. The service used to be excellent but over the years has been hit and miss and gradually degraded to what it is now. I have had multiple issues with this dealership's level of service but will only list a few so as to give people a taste of what they too could experience..
My previous Ram 1500 Ecodiesel ran great until the dealership did the FCA software update that made it a total pig to drive. The software issue was a well know major issue for Ecodiesel owners and recognized throughout North America yet O'Conner refused to acknowledge the awful performance caused by the update and claimed it was a characteristic of the vehicle... what absolute rubbish! Ram Ecodiesel owners south of the border received compensation payouts for the same issue yet our dealership refused to recognize its existence leaving their customers high and dry.
Prior to owning that Ram I had a Jeep Rubicon which filled up with water every time is rained, and yes the roof was on! O'Conner attempted to fix the issue multiple times failing constantly. Eventually they smothered the rubber seals with Vaseline (or similar compound) which created a dust attractant and muddy paste that plastered all over my and the interior of they vehicle. It also rendered the roof off capability incapable. The problem was so bad that I traded the vehicle in to get rid of it.
The latest issues are with my 2020 Ram Rebel, a $70k vehicle less than 9 months old and suffering from multiple issues and recalls. The dealership invited me in for a recall on the drivers floor mat where they wanted to cut holes in it to relieve the distance from the gas pedal. I refused to let them do that as winter was coming and I didn't want water and dirt soaked into the carpet underneath but they insisted I come in to have the vehicle inspected to check if it was a truck that actually needed to be recalled. I went there but locked my drivers mat in the back of the truck so they couldn't cut it (recommended by other Ram owners). They inspected the vehicle and told me it needed a new mat but there wasn't a mat available to fix the issue made yet. They said they would let me know. I wait for 4 months to be asked to come in so they can check which mat they need to order... they know my truck, they had already inspected it and they also know that I live 56km from the dealership and work full time yet are expected to bring the vehicle in for inspection during business hours. I really don't believe these guys have any idea what expense, time or hassle their blunders and inefficiency causes to their customers. It was an extremely simple item yet they have made an enormous costly issue for the service customer! That will be 3 trips to the dealership, 336km and six hours of time most of which will be time lost at work! it's a $40 floor mat!!! My patience with O'Conner service department is now well and truly gone after this morning's phone call with them. I have tried multiple times in the past to arrange a loan vehicle from them in order to avoid the expense and time of all the back and forth driving the multiple appointments require. I currently have a sticking brake piston, a rear tailgate lock disengagement problem, squealing fan bearing from somewhere inside the dash that drives my girlfriend crazy, a badly needed software update because the last time the software glitched it took out the air-con, windows, info screen and all dash functions and finally the the reverse sensor is picking up phantom obstacles when reversing throwing on the brakes in an emergency stop. These in my opinion are all warranty issues that shouldn't impact me financially at all. So I requested a curtesy vehicle but as usual they don't have one and don't know when they will. Could be months! The service agent I spoke with was impatient, condescending, lacked the ability to appreciate the customer's logistical issues they were causing and who's attitude bordered on outright rude. I have now been lectured on the meaning of the word 'curtesy' and how it should apply to a customer's expectations and how special they are in comparison to other Chrysler dealerships because they have TWO unavailable CURTESY cars apposed to one. I gave up trying to negotiate with the lady because I was having a hard time hearing myself talk over her impatient sighs and huffs she was belting down the phone.
I tell myself that I will never buy another FCA product due to this dealership, yet I do because I generally like the products and am in hopes that O'Conner's service department will sort itself out at some point. I'm a hopeless fool!