Complaint Help regarding a Dealer

[Craig C]

I have a 2014 RAM 2500 TD 4X4 recalled for the R46 front end upgrade. The Dealer's Service Manager LIED to me/about what he
told me and did it to the 800 Customer Complaint Line as well as the dealer Customer Relations Manager. After having my truck for 11 days I was called and told it had been serviced and to come
pick it up....no explanation or anything else. It was suppose to take 3 days. They'd already ordered the parts kit for my truck and said it was in.

I'd been told the person who did the Recall Service was out sick that entire time and that he was the only one who was qualified to do the recall.
When I asked who did the recall I was told by a service advisor that another tech. did it. That doesn't make me confident that it was done correctly.

I've complained to the National 800 Customer Service person who has a case running on this mess. She is not happy with the dealer either.
The service manager lied to her as well. So the complaint is moving forward.

I've also sent letters to the CFO, CEO and COO letting them know my concerns for the work done and the horrible treatment I recieved from this '
dealer. In all my years I have NEVER been treated so badly by ANY store, retailer, vendor sales person etc......What an Eye Opener.

Dodge you have fallen on your face.

Anyone have an HMFIC I could contact?

Craig C.
San Jose, CA

 

[sag2]

Not sure what your looking for. Installing the kit is pretty easy, take off the old one, put in the new making sure the tie rods are at the correct angle. Torque the nuts.
If you don't trust them to do it once, why would you want them to do it again. With several dealers in San Jose, stop by another and ask them to take a quick peek.

 

[Newsa]

Some service would require a specialized diesel tech. This one could be performed by any qualified Chrysler mechanic. Probably the person who told you only one person could do it mislead you?

Chrysler should send you to another dealer just to check the work. But i don't know if they have a procedure for that

 

[RVTRKN]

It's the usual story at Ontario Dodge. My rear axle scrambled at 14K miles, and it took two working weeks on a "service truck" that loses lots of money, not to mention my pay, when its down. They had plenty of warning that it was going bad. I was told there is a 3 day waiting period just to look at it, with a week notice it was coming in. Ok, ok, it was a complete overhaul and it takes time to acquire parts and rebuild it. I know this, and was patient, taking heavy criticism from the owner who bought it for my work truck. All I heard was Ford, blah blah blah blah.

Then the front end recall, it was only an inspection. I know about their delay tactics at this point, so I set an appointment and explained that I will be on a 1 week vacation and that I needed assurances that it would be done by the time I got back. I was told no problem, with my two week notice that it was coming in and that it had an appointment, it would only be one day. So I made arrangements for the company to pick it up when they called. I was reassured again that because it had an appointment it would only take a day. So I show up at the dealer at the exact day I told them I'd be there to drop it off. The service writers exact words were, "You had an appointment with another service writer, and he's not here. If I write it up, only my team is allowed to work on it, and that it is a one week waiting period." Keep in mind my wife is waiting with all our bags packed and we were leaving for our vacation. I explained the importance of the truck being completed before I returned. He stated that there are other customers that are just as important, but he would get it done, BUT he couldn't guaranty it. So off I went and was out of touch with the world. Well our dog got ill and the wife declared the vacation had to be cut short a day so we could take her to the Vet. How do you argue against that one. So when I'm finally in phone service, I call my company's shop and ask how I was going to get the truck back? I figured my wife would have to drop me off at the shop early in the morning. Our receptionist told me they never called and wasn't aware of it. So I call the dealer to find out what had happened, and was told they hadn't even looked at it yet, but it was scheduled for 4PM that day. Lucky for me our dog got sick, and I was able to get it on Saturday to be at work on Monday. I wouldn't be able to get it on Sunday if I hadn't left early by one day.

Then the OIL CHANGE, it was just an oil change. I get it back after two alternators were replaced, with the ECM replaced as well, and 3 days without pay. I quit the company for a better job and now they are invoking the lemon law because it's still not fixed. Keep in mind, IT ONLY NEEDED AN OIL CHANGE, when I turned it in for service.

I really like their business model, they just make everyone so mad that they don't return and it shortens their waiting periods.

Craig, I feel your pain and good luck with the repair.

 

[RustyJC]

RVTRKN,

My 2013 Volvo C30T5 Polestar came with free maintenance (oil & filter changes, primarily) for the first 3/36. I called the dealer yesterday (July 28th) to get it in for its final free oil change. They said that they could squeeze me in on August 11th. Amazing, isn't it?

Rusty

 

[Bob4x4]

I think the biggest cause for Ram dealers being so backed up right now is the HUGE number of recalls,rrts and needed tsb's..That doesn't explain for the untruths.
Untill dealer principles start sharing the ($)rewards of the business nothing will change