Kyle McColl | Page 5

Exceptional Service - This team know how to retain business 6 months ago I purchased a brand new jeep from Capital Dodge. This week I had an appointment to get my winter tires put on and my summer tires stored 6 months ago I purchased a brand new jeep from Capital Dodge. This week I had an appointment to get my winter tires put on and my summer tires stored for the season (I want to note that storing wheels was not a service I even knew they had, but Wendy made sure to share this with me when I called and booked which I was super happy about). When I was loading my tires into the back of the jeep I flipped up the soft top back window and the plastic window cracked! I was so disappointed, this jeep is less than a year old and a replacement is not cheap. When I was waiting for my winter tires to be installed I was sadly pricing a new back window and the parts and accessories guy, Brian recommended I ask about warranty. So I asked Dana, my Service Dep't guy, who referred me to Kyle, the Service Manager. I was very sceptical that I would receive positive feedback given the nature of problem and inability to prove how the crack happened. Kyle came out and took a look at the window and although he was also super doubtful that they would be able to send the window back as a warranty return, his immediate answer was "we are going to get you a new back window, we are going to help you with this". I know that this was 100% a good will/customer service act and that Capital Dodge will likely absorb this cost because windows are nearly impossible to warranty. In a world where "No" is way more common than "Yes", this blew my mind. I have not received service comparable to what these three gentlemen provided for me this week. Service like this is what makes an impression and forges bonds between customers and the team who are the face of the business. Before this out of this world amazing experience I had no loyalty to any one dealership in the Ottawa Valley, but I will now absolutely continue going back to service my Jeep, and to buy a new one when the time comes. More

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Willingness to help is greatly appreciated I bought a brand new Trailhawk in Aug 2017 and over the next 26 days, my device would spend 17 of those days in the shop across 6 separate trips with I bought a brand new Trailhawk in Aug 2017 and over the next 26 days, my device would spend 17 of those days in the shop across 6 separate trips with 4 different issues. The main issue related to the passenger heat turning to MAX at start. This is obviously a frustrating experience to spend that much time with a brand new vehicle and dealing with the shuttle to get into/from work, but the team I worked with were very helpful. They continued to troubleshoot the issue and keep digging for a solution and even kept the vehicle for 2,3 and 4 days after the fix to test for repeat issues. Ultimately, Chrysler Canada was looped in and the service team started working with them to do additional troubleshooting. Near the end, Chrysler said they had nothing left to do and suggested that I just wait until they do a software update sometime in the near future. This is where Kyle got involved as I was unwilling to accept that as resolution. Kyle was friendly, understanding and helpful. I appreciate that he listened very well as I had made several suggestions for possible troubleshooting, which he ultimately proposed to Chrysler Canada and they accepted and authorized them to be done. Incidentally, one of the fixes I proposed which was originally expressed to be impossible - resolved the issue in the end. I now have my brand new vehicle back and all 4 original issues were corrected. Also, I wanted to thank Darrin(?) - the tech who worked on my vehicle extensively. He put in more time than he needed to on this and looked for solutions to the problem that I suspect someone without his experience would have been able to. Thank you everyone! More

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Always friendly service department Have some issues with my 2015 Dodge Ram. The service team are always helpful and try to fix any issue promptly. I have brought many vehicles there and Have some issues with my 2015 Dodge Ram. The service team are always helpful and try to fix any issue promptly. I have brought many vehicles there and am overall satisfied with services. More

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The Service Department is wonderful We have been going to the service department for 20 years and the staff is always friendly and professional. The work on the cars is always done well We have been going to the service department for 20 years and the staff is always friendly and professional. The work on the cars is always done well and great communication keeping us informed of status. A caring place. Outstanding ! More

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Best service My wife and I bought our Jeep Compass here which was are first major purchase since getting married and capital dodge made the process very smooth and My wife and I bought our Jeep Compass here which was are first major purchase since getting married and capital dodge made the process very smooth and a lot less stressful. Our salesperson Tanner was super helpful when we purchased and the service folks have always been welcoming and speedy! Highly recommend! Stephen Pollock 2015 Jeep Compass More

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Another great appointment. I always feel valued when I enter the service area for my vehicles. Since I first purchased my Jeep and original RAM in 2012 (2016 RAM now), I have al I always feel valued when I enter the service area for my vehicles. Since I first purchased my Jeep and original RAM in 2012 (2016 RAM now), I have always been treated with great respect and courtesy. This is why I always recommend this dealership above all others. You feel like part of a family and not a statistic; and I believe that's how we all want to feel when we entrust our vehicles to a service department. This time was no different...excellent service and wonderful people. Thanks for being here. More

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Deceptive and overpriced Jim Durrell passed me to Brian for the BEST PRICES guaranteed. Purchased running boards and step up with a "saving of several hundred dollars" on my Jim Durrell passed me to Brian for the BEST PRICES guaranteed. Purchased running boards and step up with a "saving of several hundred dollars" on my way to work decided to check Dilawri for a quote. My SAVINGS equalled $8.00. Went on the weekend to CAPITOL Dodge and got a true quote. On my original sales receipt the labour costs were increased then decreased to show a substantial savings. After many emails I was passed to Kyle. His explanation was that the weekend staff didn't know what they were doing end of story. Great customer service Kyle. I was lied to and deceived and so thankful I have everything on their invoices. Beware of this place and get quotes from honest dealerships More

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Great Service Attitude! Even with the several problems we have had with our new vehicle, the Service people have always treated us with the utmost respect. Service has been Even with the several problems we have had with our new vehicle, the Service people have always treated us with the utmost respect. Service has been friendly and prompt. For the latest issue, Brent kept us up to date on what was being done to rectify the problem. Thank you, it was much appreciated. More

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Stay away Horrible store. Make no mistake, you ARE just a number there. Parts staff are unfriendly. Bought a set of winter wheels and tires for my Town and Coun Horrible store. Make no mistake, you ARE just a number there. Parts staff are unfriendly. Bought a set of winter wheels and tires for my Town and Country while I was in for an oil change. They installed the wrong tires. Brought my Fiat in for service because both headlights went out at the same time. Got a call within a half hour telling me I needed to buy two new headlights. I asked if they had diagnosed what went wrong. Why would both lights go out at the same time? Didn't matter. Replace both lights for $308 (turned out to be $319) and then they'd diagnose it if they went out again. Was told by the service manager that no diagnosis was needed, quote, "we don't go looking for fires when there's no smoke." They had no problem charging us to diagnose the problem though - we brought the car in because the headlights went out and were told they weren't going to diagnose the problem until we bought the new lights and had them fail too. Two weeks later the front wheel fell off the Fiat while my wife was driving home. We had the car towed to Capital Dodge because it's the closest Fiat store and because they had serviced the Fiat twice in one month. That was 8pm on Tuesday night. Wednesday morning I got a call from them at 7:30 trying to sell me a wheel bearing or an hourly job drilling out the wheel hub. No questions about the car or what happened. No questions about if there was an accident. Just hurry up and buy more parts. I asked to speak to the service manager and was given the Assistant service manager. He brushed me aside saying they had no liability. Was it a mechanical failure? Don't know. They didn't look at the car to see what had gone wrong. Just buy the parts and leave. Excuse me? The Fiat xxxx near killed my wife and her passenger - not to mention endangering the lives of everyone else travelling on Highway 7 that evening. I emailed the service manager and was contacted by him late afternoon. He said he would look into the matter. No surprise whatsoever; first thing he said is they weren't responsible. At that point, it really didn't matter. We had been brushed off twice and they weren't going to look at our car - the closest Fiat store to us. The second party involved in this situation was a local wheel and tire shop. They too insisted that there was no liability on their part. That being said, they had offered to assist us, even before the service manager from Capital Dodge had contacted us. After several email messages and a couple of brief discussions with Capital Dodge, the service manager said he wouldn't service the Fiat unless we apologized to them. Excuse me? I had been brushed off several times and they showed. I concern for the welfare for my family. There was no profanity, no insults, nothing. Was I upset for not being taken seriously? Was I upset that they really didn't care about their customer? Yeah. Wouldn't you be? At that point we knew they weren't going to look at the car to see what had gone wrong. We decided to have it towed to the tire shop that had offered to help. Their mechanic examined the Fiat and determined that the wheel came off because of a failed wheel bearing and hub. Did I mention Capital Dodge had replaced both rear wheel bearings a few weeks prior to this? We finally had the diagnosis we needed, but at this point, the car had been off of the road for over a week. At this point we needed to get the car back on the road, so we told them to go ahead with the repair. We spoke to FCA Canada customer service and filed a complaint against the store. Unfortunately there's little they can do. Only the dealership could address the issue and they had already dismissed us. So here we are, $500 out of pocket for something that SHOULD have been covered under our extended warranty - just like the two rear wheel bearings had been a few weeks earlier. Why wasn't it covered? Capital Dodge wasn't interested in diagnosing the problem. All they wanted to do was sell us new parts. At this point we are at a bit of a crossroads. We really aren't certain about where to service out Fiat. Our Town & Country recently had a "check engine light" come on. We brought it to Hinton Dodge and were very pleased with their service. They were able to bring the van in right away and actually diagnosed the issue. Turns out it was a cracked cylinder head. They had the part ordered and a service loaner ready for me in minutes. EXCELLENT customer service at Hinton Dodge. They actually treated me like a real person. I had never even been in that store before, as opposed to Capital Dodge, where I had just spent almost $2000 on new wheels and tires, an oil change for both the Fiat and the van AND a new set of headlights for the Fiat. Keep in mind I've only been in Ottawa for six months. Almost $2000 in service in six months between two vehicles? And the Fiat is four years old and almost out of Warranty? And the Town & Country will need new brakes and tires with the next 20,000 kms? All they needed to do was pretend to care. That and do their due diligence to diagnose the car properly. Had they done their job, the car would have been repaired in a timely manner, they would have been able to claim it under warranty and they would have kept a customer. I certainly won't be bringing either vehicle there for parts or service. I would strongly advise everyone else to avoid them as much as possible. As for my future purposes, if I purchase a Chrysler product, it certainly won't be there. More

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extremly professional, friendly and excellent service! The staff at Capital Dodge are friendly, helpful and knowledgeable. No one is ever pushy and always willing to work to the customers schedule. I wou The staff at Capital Dodge are friendly, helpful and knowledgeable. No one is ever pushy and always willing to work to the customers schedule. I would never think of dealing at any other dealership. More

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