Kyle McColl | Page 8

Left in unsafe vehicle On July 31 we brought our 2011 Jeep G.C. to get an oil change & inspection package and have the dealership review all the recalls for our vehicle. On July 31 we brought our 2011 Jeep G.C. to get an oil change & inspection package and have the dealership review all the recalls for our vehicle. We advised the dealership that the brakes had been feeling "off" and they insisted we needed to replace our REAR brakes & rotars and have the front brakes cleaned. We were floored to hear that our REAR brakes (or brakes in general) needed to be replaced at less than 55,000 km. Rear brakes should last two to three times longer than front. This service was an over 700$ experience. Clearly something is wrong with our braking system that caused the rear brakes to wear like this. NOTE: We've had the jeep a little over 3 years and of that time I was HOME on maternity leave for 1.5 of that time - many many days the Jeep isn't even driven. And when I was at work most of my commute is easy highway driving. A few days after I took home my Jeep my brakes began to fail. I explained to my husband that the Jeep was NOT stopping no matter how hard I stood on the brakes. I was driving my two small children places in a Car that had Faulty brakes. Now tell me... Did they perform the vacuum test on the booster days earlier? Were my brakes actually in need of replacement at 55,000km or did we get taken advantage of? And if they were in need I replacement is it a result of the bad brake parts (recall) on our vehicle? When we called the dealership August 7th to stress our concerns we were told "you're probably just not used to your new brakes" Knowing the recall issues how could ANYONE Be so patronizing and dismissive??? Needless to say we brought the car in the following morning August 8th. Ryan went out to the car still insisting the brakes were fine. My husband insisted a mechanic look - and thank god! He immediately said "the boosters gone it's not safe to drive". We were told the booster had gone and they would have to order the parts. Clearly they had not checked/tested it the week before and sent me home in an unsafe vehicle to drive my kids around. Brakes do not go at 55,000 km unless people are unusually hard on them. I now believe the brake work done July 31 was either complete scam / misdiagnosis or 100% caused by the wear from the faulty parts on the car. And I want my money refunded. I am floored at the complete disregard for my safety. Customer Service Issues: while I appreciate being provided a rental - the service guy (Ryan & manager Kyle) we're patronizing and completely unhelpful and not understanding. When you say you will offer a comparative vehicle ...... You should try to meet the needs of the client. Telling me you have either a tiny fiat or giant ram quad cab is absolutely ridiculous. I explained - I am 5'3" and have two babies in car seats and I bring a double stroller with me. Ryan literally told me "is no car better for you cause I could put you further down the list and you could just wait with no car" he also claimed he had called EVERY rental place in the city all day to get me a car. When we arrived to pick up the rental they said "If they would have called earlier... They'd have more suitable cars to choose from" Ryan out right lied. I called their service manager -(this guy refuses to take calls we are always put to his voicemail) I called him to complain about all of this and he never bothered to call me back. I rated their service on the rate dealer site they sent me. Although it is anonymous, Kyle was aware and had received my negative review. He didn't bother addressing it (aside from telling my husband he saw it) and he chose not to return my calls. Two weeks + with a rental that is nothing like our JEEP & we have called twice to ask about the parts. No one is following up with us & it appears no one there knows what's going on. First call the woman said "the parts are coming from the USA" like that was reason for waiting. Second call we were told our JEEP was on the hoist. When we followed up later that day we were told our JEEP was never on the hoist and they were still waiting for 3 parts. At this point, one of our biggest regrets has been buying a car from this dealership. Dealing with them has from the beginning been an ordeal. We are to the point now where we are in the market for a new car and we cannot even consider a Chrysler after all of this. You need to shape up this dealership. Worst service ever over and over again. I am concerned about their competency. Am I going to have a safe vehicle for my family when all the parts come in? We've lost all trust in this dealership and sadly now the brand. I expect a full response in regards to all my concerns. But I have already been told "the booster could have gone at anytime" and the don't feel it's related. I am still furious about having to replace brakes that I am CONVINCED shouldn't possibly have needed to be replaced unless it was a result of the recalls and we should NOT have had to pay for this. I want my money refunded for the brake work done. I want assurances that the recall work needed will now be done safely by a competent mechanic. And I want MY car back as soon as possible. On another completely separate note: the young man who shuttled my husband to his office stated he simply grabbed some keys (a client's car) to use as a shuttle. How completely unprofessional and wrong! I'd be livid if they used my vehicle to shuttle clients. The car wasn't running well and the young man commented "I should have checked what it was in for first" unreal. I will am taking to media to be sure other ppl are aware of the dangerous practices, the awful service, and outright disregard for clients that seems to take place at this dealership. I've contacted Chrysler Canada - next BBB - I want a satisfactory resolution. But client service does not seem to be a priority here. More

Helpful 4

Report | Print

Love my Fiat I was thinking about upgrading my Fiat 500 during an oil change appointment. I was browsing and met Salem B., the Sales Representative n the Fiat show I was thinking about upgrading my Fiat 500 during an oil change appointment. I was browsing and met Salem B., the Sales Representative n the Fiat showroom. We started speaking and discussing upgrading to a newer model. Because of her professionalism, non pressure approach and ability to answer my questions I did upgrade my Fiat that day. I found her advice, recommendations and patience invaluable and the reason I choose to move forward. I also liked the recommendations from the parts department to spruce up the Fiat with some accessories. If you want to check out a Fiat, I would definitely start with Salem. More

Helpful 0

Report | Print

Jeep hunting! Shannon was very helpful in finding me the perfect jeep, I've waiting 25+years to purchase. Matt and Kyle were very helpful and friendly, thank you. Shannon was very helpful in finding me the perfect jeep, I've waiting 25+years to purchase. Matt and Kyle were very helpful and friendly, thank you. More

Helpful 0

Report | Print

Love My Visits All the staff is wonderful - friendly, professional, courteous and knowledgeable. I am always very well taken care by my service manager, Ryan. The at All the staff is wonderful - friendly, professional, courteous and knowledgeable. I am always very well taken care by my service manager, Ryan. The atmosphere at the dealership is reflective of the CEO who is always welcoming and takes time to make the rounds to visit with customers. I have very positive experiences each time I must have my car serviced and they take me promptly if there is an issue. I would highly recommend this dealership to everyone! More

Helpful 0

Report | Print

My 2012 FIAT- Great Car, TERRIBLE SERVICE! Following my Fiat purchase I was promised the following: 1) Complete safety inspection, and b) detailing. Bought it on a Saturday, picked it up on a T Following my Fiat purchase I was promised the following: 1) Complete safety inspection, and b) detailing. Bought it on a Saturday, picked it up on a Tues. Drove it off the lot in a torrential rainfall found side mirrors could not be adjusted and hazard light for tire pressure was on. Drove it back to the dealership. Asked the mechanic to look into it (when I moved the driver seat, I realized the car hadn't been cleaned as there was beach sand in the rear cup holders). Left the car there for repair. Picked it up, hazard light still on. Drove it home, realizing the headlights were pointed downward, making night driving rather dangerous. My husband took the fiat in. They had to replace the entire front end with new lights and a new motor to operate them. The hazard light, all the while is still on. Canada Day long weekend, noticed the door skin was detached. Called and spoke to Matt in parts/services. Complained and asked, "HOW DID THIS CAR PASS A SAFETY?" I was told to bring the car back and speak to Kyle McColl. No one showed any type of remorse. I live 1 hour west of Ottawa and no one cared that I had to drive out 3 times to have the car repaired. Kyle McColl had the nerve to ask me if I had purchased extended warranty because the dealership couldn't keep helping me. Shame on you, Capital Dodge Chrysler Jeep/Fiat! More

Helpful 2

Report | Print

A great dealership that goes the extra mile Although this dealership is pretty far from our home, downtown, our experiences from purchase to servicing have been stellar. Andreanne (Fiat sales sp Although this dealership is pretty far from our home, downtown, our experiences from purchase to servicing have been stellar. Andreanne (Fiat sales specialist) is a gem and her enthusiasm and love for the brand are infectious. The other sales staff all seem to be equally enthusiastic, sharing excitement about new models that have come in, and all interactions with the sales staff have been exactly the way I like it: immediately helpful and proactive but not pushy; they seem to realize that although you may not be in the position to buy today, a positive experience is likely to mean a return visit when you are ready to buy. The large size of the showroom also means that you don't feel like there's more salespeople than customers. We've had service done a couple of times to our Fiat, including a repair to some rubber stripping, likely caused by winter freezing water and some squeaky brakes. Both repairs were done quickly and without issue. Our beloved Fiat was returned to us in the same clean condition we dropped it off (no greasy fingerprints). My only complaints are that since the dealership is way out in the West end of Ottawa (and we live downtown), it's a drive to get there, and both times we wanted to buy parts (paint for stone chips and plastic tray for the trunk) both had to be ordered as I guess they don't keep a lot of inventory on hand. This could be a Chrysler thing, though. We've recommended Capital Dodge/Fiat to our friends. Hopefully management at the dealership maintains the same caliber of staff and client experience as it's become our favourite dealership! More

Helpful 0

Report | Print

I have owned a Cherokee and 2 Grand Cherokees, all of which have been serviced at Capital. My most recent Jeep is a 2011 Grand Cherokee. At 30,000km a pulsation developed when braking and it was diagnose which have been serviced at Capital. My most recent Jeep is a 2011 Grand Cherokee. At 30,000km a pulsation developed when braking and it was diagnosed as warped rotors with all needing to be replaced. I had not had this problem on my previous Jeeps so I spoke to Kyle (Service Manager) about it and he advised me to contact Chrysler Customer Care. I explained my case to Chrysler and they contacted Kyle who went the distance for me. Chrysler agreed to replace all pads and rotors at their expense even though the parts were well over the 20,000km warranty for brakes. During the replacement, another brake component was found to be defective. Kyle had a replacement part rushed from Toronto and sent one of his staff to pick it up in Arnprior (as far west as the Toronto deliveries come). They kept the Jeep overnight but I was given a loaner without any hassle. I have an 11 year history with Capital and they have always addressed my concerns promptly and happily. More

Helpful 0

Report | Print