Probably some of the worst service experience I e ever... - tyarorok
Probably some of the worst service experience I e ever had in my entire life. Then Karen has a mouth like a sailor on her, and Brandi doesn’t seem to know up from down or in from out. And I think they’re on the third service manager in two years and he’s so ignorant and arrogant it makes me sick. 10/10 recommend you buy and service elsewhere. They don’t care about their customers at all, it’s disgusting. They’ll also lie to you to try and cover their mistakes. Like Karen telling my wife and I that she’s ordered a steering rack because it was leaking and they found it on their inspection and that it would be covered under the initial warranty deductible we paid. When we go to pick it up her story changed, she never said any of those things and yet the steering rack was magically ordered by no one. Followed by her, Tim the service manager, and Pat the GM. Who all tried telling us that the additional cost was for the check engine light wasn’t on for the same reason it was on back when I paid the deductible. Which, after reading the internal repair order story, says that was a blatant lie. They’d updated the ECM for new NOx parameters, and within 40km of driving the check engine light was on again, we dropped it off to have the hood repainted ( the initial fix from dodge and the body shop had the same thing happen to the repaint that was initially done. Then under the guise of “good will” they replaced the hood and had it painted, we got it back with a massive chip in the hood without even driving it, so they had to have it repainted again under “good will”) once it was originally supposed to be back from the body shop it was to go in and have the steering rack and replaced snd the check engine light looked at again. It sat in their lot for 6 days not even getting touched ( thanks Brandi) when Karen got back from days off we called to see the status she told us nothing had been done. We were due to leave for bc on the Wednesday, this was Monday. Monday evening she calls up back and says it needs a NOx sensor ( imagine that, you update parameters and the old sensor is no good anymore ) and that it’s a day to get parts and put them in. The Jeep didn’t end up getting done till Thursday at 1pm, putting us a day behind. We get the Jeep back with a horrendous rattle. We get back from our trip to learn the tech didn’t even reattach the exhaust properly. They fix the rattle and put in the steering rack finally, the same one that Karen never ordered, and it just mysteriously appeared at the dealership. We get a call, saying it’s done, and told the price. We asked pardon, Karen said ya that doesn’t seem right, and that she’d find out.
I go to pick it up and ask what the additional warranty charge is for, they proceed to tell me that it’s because the check engine light. I asked if that was the same one that it was in for before they tried saying nope it was something different, the service manager steps in and says it is what it is and that’s the cost. Can’t explain why or what, I ask for the GM thinking he might be able to get a better grasp on the situation, this is when Karen starts lying her pants off saying she never said this or did that or would have done anything like this. Back track much? Anyways, Pat says too bad it is what it is and that’s what it is. I said I don’t agree because this is the same issue we already paid for, that Karen told us it was covered, under the last deductible. They proceeded to say we’d been in 3 times and only paid one deductible, which is correct because it took three visits for them to fix everything from the first visit.
Either way, I left the dealership before I lost my marbles on them. My wife goes in to pick up the vehicle and tried asking simply for some clarification, the service manager lost it on her, belittling and treating her like trash and throws her out of the building in tears. My wife drives home and we decide to go out for dinner the next night to find a hole in our back seat that was never there before ( we drove home from bc and dropped off the Jeep the next morning where it sat for about a week)
Absolute garbage customer service, the GM Pat calls a mutual friend and loses it on him, refuses to deal with us to resolve the situation. my wife calls auto Canada head office to try and deal with the way their employees treated her. Her and Pat have a conversation where he accuses me of damaging my own vehicle and that it’s not their issue. We take great care of this Jeep it’s our baby, and for him to talk to my wife the way he does. Is sickening. He claims he went through the video and didn’t see anything, when we asked if we could have a mutual third party review he lost it.
Either way. Don’t deal with this dealership. There’s a reason they’ve been through 3 service managers and who knows how many service and sales people. I just hope that head office or FCA can reign this store in, it used to be really good a few years ago. We did the majority of our servicing here. Not anymore.
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