Talley's Dodge - Unacceptable Service Manager Behavior

[NDanecker]

Tally's Dodge - Unacceptable Service Manager Behavior

I just had another really bad experience with the service Manager at Talley's Dodge in Point Pleasant, NJ. The conversation is summarized below:



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ME: I have an oil change with some warranty work (fuel mileage TSB) scheduled for tomorrow. I won't be able stay during the service. I'd like to get a loaner car.



Service Manager: No problem sir. I don't have one available for you tomorrow but we can reschedule and reserve one for next week. What is your name?



ME: Mr. ******



Service Manager: Mr. ***** {sign} Hold on.



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The manager puts me on hold for what appears to get a phone in a quiet place or away from customers.



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Service Manager: How dare you come back here and request a loaner car. No. I don't have a loaner car for you. No way!



ME: Excuse me????? {very confused}



Service Manager: You've got some set of balls coming back here after giving me a crappy review and expecting a loaner car. NO. I have no loaner car for you. Absolutely not.



ME: {very shocked} I have the Gold warranty with the added care option. It is my right to be given a loaner car from day one of requesting service or maintenance.



Service Manager: No. You are not getting a loaner car.



ME: Wow... ... I can't believe this.....



{phone hangs up}



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Putting the pieces together, I determined the manager was upset because of a survey I filled out after purchasing this truck from this dealership. I filled out the survey honestly explaining my bad experience with the service manager. My first bad experience was this:



On my first trip to the service department, I requested an oil change, transmission fluid change and axle fluid change (I wanted to get the break-in stuff out). I had to make an appointment since they had over 1 week backlog. When dropping off the truck a week later, I requested a loaner car (which I have a contract for under the Gold warranty thru DC). He said no, you do not get a loaner car unless the truck is here for warranty and over 24 hours. "Yes", I said, "That is standard policy for standard coverage, but I have the gold warranty and paid extra for day one loaner car". He said "NO... . no loaner car!" I was little upset, but went along with it... . thinking to myself maybe I should check the fine print to my contract just in case the salesman who sold me the gold warranty was misinformed.



About 5 hours later, I picked up the truck and was told, "Sorry, we were unable to complete the transmission fluid change because your truck requires special fluid which we don't stock. Call me in 2 days when the fluid comes in to reschedule. " This really caught me off guard since I was specific to the work being requested. And its just fluid changes... . not replacing the driveshaft, transfer case, etc. I couldn't understand why they didn't stock parts (being the fluid) that is required when doing customer requested service 'which I made an appointment for 1 week prior'. I then needed to arrange and schedule another day to service my truck. I left.



A few days latter, I called to reschedule the transmission change along with the loaner car... . after reading my contract and explaining to manager that I should be granted a loaner from day one. Again, he refused!



Long story short, I included this experience in my survey that DC sends out after purchasing a car/truck. This manager took it upon himself to deny a loaner car, even though I made it specifically clear that I have the 'added care option', as a means to get revenge for my comments in the survey.



I have never seen, heard of, or experienced anything like this. You'd think someone in this position would make an attempt to question my survey, ask why I was dissatisfied with my service in attempt to correction the problem and not let it happen again. I doubt I'll ever go back to Talley's for service. Their sales team is great. I know the dealer/sales manager and he gave me loaner for 2 months or so as my truck was late to come on order, but there service team is something I'd personally stay away from. The manager is someone you should be able to talk to and give feedback to. Not someone who will revolt when a customer has a negative experience or issue and is simply bringing it to their attention. The kicker is THEY ARE A 5 STAR DEALER?!?!?!



... . I am completely speechless... .....

 

[DPelletier]

I would write a letter to the Owner of the dealership, politely explaining the entire issue and I would cc it to DC Customer Service.



Dave

 

[SSage]

Sounds normal to me. My dealer acts like that too. Call DC, file a formal complaint about the dealer not providing the "loaner". Its really a rental, not paid for by the dealer, if you use the added care, mine has a deductable. Check out your states consumer protection laws including the lemon law. I started filling once, the dealer actually became much better after they knew I wasn't going away. Always act in a calm, yet firm way. The five star rating is nothing and not all dealers give loaner cars, mine does not. They only provide rentals for the customers with the added care contracts.



Or, you can find a dealer thats above average.

 

[swexlin]

would write a letter to the Owner of the dealership, politely explaining the entire issue and I would cc it to DC Customer Service.

NJ, that would be my advice also. Then... . find a new dealer.



Unbelievable. I would explain in the letter EXACTLY what you just posted above. If the owner is a wise businessman, he will make it right for you, and straighten out the service manager, who is on a power trip.

 

[Glen Pratt]

I believe it. The dealer I bought my truck from (Smith Haven Dodge, Smithtown, N. Y. ) refused to do a throttle cable safety recall on my truck because I have a lift kit. He claimed his mechanics were risking injury working on my truck due to the lift kit. I parked my truck next to a '99 stock 2500 on their lot. My truck was only 6 inches taller than a stock 2500, which I showed to this moron. They still would not work on my truck. I was livid. Most Dodge service sucks. I did have a very good experience with Huntington Dodge, Commack N. Y. -Glen

 

[LightmanE300]

NJ, one thing is for sure, don't ever take your truck back to that dealer! I can't imagine the 'work' they'd do on your truck.

 

[Duck]

I have a similar experience:

I asked for a loaner car and the guy said "no". While I was puring over my paperwork looking for the fine print that says he owes me one, he called back and said "Look, I'll give you a loaner car. But you have to give me good marks on my survey that's going to be mailed to you. That's the way it work around here, you may think those surveys are anonymous, but they're not and we know exactly who says things about us. "

I told him to have my truck waiting for me and never went back there again. I called the service manager and told him what happened. He pretended to be appalled, but while I was dropping a buddy off there the other day, I noticed that guy still has a job, so the SM couldn't have been that upset.



If anyone's interested, this is Tempe Dodge in Arizona, and my service guy's name was David Stanley.



Apparently, he's been there for years, which makes me think (especially after reading this post regarding the manager) that this attitude may extends pretty far up the food chain at the dealerships.



I wouldn't waste your time with the dealer, I'd call DC directly then go to another dealer. If you think they took offense to a bad survey, wait till they get a call from DC regarding your truck!

 

[GFritsch]

In addition to the letter to the Owner (don't be surprised if it is some huge multi dealer company) I would also send the same letter to the General Manager. I would also e-mail this thread to all concerned so that all can see the damage to reputation and business that this service manager is causing.



Don't lose any sleep. Write your letters and let everyone know if you find a good dealer to take this poor dealers business.



Greg

 

[rbattelle]

Stories like this appall me and reinforce my new policy of dealer avoidance. There are some outstanding dealers out there, and some real stinkers too. Unfortunately, the mass of stinkers tarnishes them all.



Price sells vehicles, but service keeps people loyal and returning to spend more money. Alas, few understand that.

 

[Tomeygun]

I just had another really bad experience with the service Manager at Talley's Dodge in Point Pleasant, NJ. The conversation is summarized below:... ... ... ... ... ... ... .

... . I am completely speechless... .....

Whats the phone # there?



I think i will call and leave voicemail to that guy every day to show what kind of prick his is - try 20,000 members calling him to inform him that we will not being using his service dept. :-laf

 

[rbattelle]

Whats the phone # there?



I think i will call and leave voicemail to that guy every day to show what kind of prick his is - try 20,000 members calling him to inform him that we will not being using his service dept. :-laf

Amen! I'd call too.

 

[PJereb]

Ring... . ring... .

 

[daveshoe]

Troutwine auto sales

Troutwine auto sales sells Chev,Pontiac,Buick and you get a loaner car for life even if you buy a USED car from them. Arcanum Ohio,40 minutes from Dayton. I would buy a Chevy Truck from them if it was properly powered.

You do not need to purchase a gold,or any type of warranty from them

 

[Bill Stockard]

Sounds typical of many big city and metro area dealerships... I avoid them like the plague!



For years, I have been buying from a country dealer who sells mostly trucks to farmers, ranchers, and contractors. I know the General Manager, Service Manager, and Parts Manager on a first name basis. They don't forget who I am once they have my money! It's an altogether different attitude at smaller dealerships in the country whose existence depends on repeat business in a small market.



Bill

 

[LightmanE300]

Bill, I go to a 'big city' dealership and the service guys know me by name, offer rides/drop offs, etc. No loaners although I don't have any extended warranty or extra gold service plans. They do go out of their way to help and will take time to listen to your problems. . I can always tell a good dealer when they will offer to have their techs go for a ride with you to troubleshoot the noise or issue you've been having.



In my experience, it all depends on how you treat the service writers, as well as the general attitude of the dealership. I find at least half of it is how friendly you are to the service writers. Once they are your buddy, things go your way - loaners, squeezing you in on friday afternoon when you need it, something that's questionable to warranty, etc... Make friends with your dealer.



I think dodge needs to get with the program as far as loaners go. Their take on it is that their average car is a cheap one, so since their line is so cheap they don't need to provide luxury services like loaners to service customers. I find it really frustrating that you can buy a $28k C class MB coupe and get a $50,000 loaner car every time you take it in for an oil change, and when we take in our $45,000 trucks, we can't get a damn dodge neon loaner. ARGHHH

 

[98rammer]

I find it really frustrating that you can buy a $28k C class MB coupe and get a $50,000 loaner car every time you take it in for an oil change, and when we take in our $45,000 trucks, we can't get a damn dodge neon loaner. ARGHHH

because a truck's a truck and no one cares about it--right???

 

[RustyJC]

I've never had my 2003 Acura 3. 2TL-S in for anything but regular scheduled service (and any recalls that may have come up - these are performed during regular service), but I can either choose to wait 1-2 hours for routine service or get a loaner anytime the car is in the shop. When I get my car back, it's washed, vacuumed, etc. Acura calls it TLC (Total Luxury Care). Maybe Dodge could learn something.



Rusty

 

[jersey diesel]

Dealer

NJ

I too would be happy to call the dealer from up in northern, NJ. Either post the number or pm me. The dealer should be made aware that TDR can either bring in a lot of sales and also prevent them through word of mouth. I also would start inquireing about a refund on warrenty through daeler and DC as the terms are not being filfilled, "breach of contract?". I don't think you will actually have to relinquish your warrenty, but I think you'll see a big change in attitude at dealer. Good Luck, Steve

 

[LightmanE300]

If you guys really want to call on his behalf, stop blowing smoke asking for numbers, and look it up on dodge's web site - you know the dealer's name. .



I'd love to hear the stealership's reaction to those calls!!

 

[coobie]

The guy is a Knuckle head. I took my ram in for service,I don,t have the gold program. The service mang. let my use his own personal car for the day to get to work. I thought this was cool as heck. I put a full tank of gas in his car,just to say thanks. CR motors is Hudson Michigan,great dealership. coobie