Dana Silva | Page 28

Vehicle still not repaired in a month I can see by the testimonies of other customers that I am not being treated equal. I have found my customer service and treatment to be less then ste I can see by the testimonies of other customers that I am not being treated equal. I have found my customer service and treatment to be less then stellar. Let's get started, my first service advisor I was assigned to did not put the proper information in for my first appointment with my second new vehicle I have purchased from Lithia Chrysler jeep of Reno. Upon arriving for my appointment that was made to weeks prior I was told by two different service advisors that I was late when I actually was not and I was informed they were very busy and had no idea when they were going to diagnose problems or work on my vehicle. After being verbally reprimanded for supposedly being late I was told they did not have a loaner car for me while doing warranty work. Eight days later with poor communication with my service advisor I picked up my vehicle (Poor communication meaning repeatedly no return calls and using terms of endearment when speaking to me instead of using my name). On my 1 hour and 15 minute commute home I realized that my vehicle had more problems than it did when I dropped it off. It was very clear to me that my vehicle had not been fixed. As soon as I arrived home I called my service advisor numerous times, finally when I got in contact with him he was very unphased with with my vehicle not being repaired ,casually telling me to bring it back in a week or two when he had a loaner vehicle available. After almost 2 weeks I called the service manager explaining the situation, when speaking to the service manager we made arrangements for me to drop off the vehicle and pick up a loaner vehicle. Within a week I was going camping for five days. As a courtesy to the dealership because they expressed how short they were on the loaner vehicles I return the loaner vehicle before going camping with their word of having my vehicle ready when I return. On returning from camping, I received a call from my new service advisor informing me my vehicle would not be ready for another week because they broke a wiring harness while working on the vehicle. The wiring harness was installed and taken for a test drive , upon return from the test drive the vehicle would not go into park. So I was advised that they needed to order a shifter and that would take one to two more weeks. I informed my service advisor I would need a loaner vehicle for I was going out of town and needed transportation. After arranging a ride to Reno that is one hour and fifteen minutes one way I picked up a loaner vehicle full of dog hair. I had not even arrived home when I received a call from my service advisor informing me that my vehicle would be ready the next day. I received a call the following day, Friday at 1 PM that my vehicle was fixed and ready. My comment to the service advisor was please do not release my vehicle to me if it has not been completely fixed. I repeated this to my service advisor again that I was leaving Saturday at 3 AM for a 12 hour drive and I needed a safe and reliable vehicle. I informed him that I did not have time to pick up the vehicle before they closed at 6 PM. He was very accommodating and arranged for my vehicle to be dropped off at my house and the loaner vehicle would be picked up at the same time. My vehicle was drop off as promsed. After letting my vehicle cool I took it for a test drive to my astonishment the vehicle was lurching more than ever on Start and from 1st to 2nd gear. With the lag time between pressing on the gas pedal and The transmission engaging into a forward motion I feel as though the vehicle was unsafe and unreliable for me to take on a 12 hour one-way trip. Now it is after six and the service department is closed. I made a few calls, when reaching the service department manager he informed me he did not know what to do I told him that I needed the loaner car redelivered. His response was he could not do that it was 7 PM on Friday night and tomorrow was Saturday. After becoming increasingly more irritated and raising his voice, I called him out on his attitude. I was accused of adding malfunctions to the vehicle. He continued to tell me all about his frustrations with my vehicle, repeating to me the sequence in which repairs must be made before fixing the transmission. He repeated that there was nothing he could do for me. Then I told him I was going to contact his boss, he proceeded to tell me to contact whoever I wanted and what do I want. I told him once again I needed the loaner car back so I could make my trip in a safe reliable vehicle. Now it is seven hours before my departure time and I must drive an hour round-trip to pick up the loaner car from the person who delivered my vehicle. I listened to the service managers flustration, now I hope somebody is listening to mine! Keep in mind this vehicle is not even a year old. In Lou of all of the problems I am having I do not recommend this Service department to anyone. I would not purchase another vehicle from Lithia Chrysler jeep of Reno at this time . Have faith I will keep you informed of how this service department visit goes , and if they ever get my vehicle fixed . More

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