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Talley's Dodge - Unacceptable Service Manager Behavior
- Thread starter NDanecker
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It's a shame we even have to start a discussion about a subject like this. I admit I'm tired and weary from a long day, but this is depressing. What's happened to our ethics. I'm from the school of "The customers always right", even if they aren't! Have some respect, treat others the way you would want to be treated, and TREAT OTHER PEOPLES MACHINERY BETTER THAN YOUR OWN!!!! If a dealership wants business follow these rules and I guarantee return customers!!!! Sorry I had to vent I feel better now, Thanks
Sorry for the long delay in my response. I just moved and still don't have internet access at home. Using work access... .
I spoke with the general manager (GM) last night 10/26. I went in there extremely upset and walked away feeling sorry and almost empathetic for the service manager. WOW! What a salesman! On my drive home and while eating dinner, I gave it some more thought and started to feel what I did yesterday when I posted this. He was wrong. The general manager is wrong. Its all wrong.
To sum it up, I made the conclusion 5 minutes into our conversation that the manager was sticking to the service manager's side. So many things were talked about that I couldn't touch upon them all. Bottom-line - the general manager seemed more interested in smoothing things over between us (which leads me to believe nothing will happen to this guy) then agree with how wrong he was and what he will do to make it right. I have to make it clear that my intention for the survey and what should happen is to this manager in response to his actions is not for him to loose his job. God knows times are difficult and to loose a job with a wife and kids at home is awful. That is not what this is about. I expected the survey to convey to them, as it was designed to do, the faults they have as a dealer so they can take the necessary steps for improvements. The fact that the general manager backed him up stating things like ". . well this was the worst survey he ever received. . ", ". . he was extremely upset with the survey. . ", ". . everybody has a bad day from time to time. . " makes be believe I am getting no where with this guy. honestly, I don't care anymore if this dealer does or doesn't do anything. I'm taking my service elsewhere and can't afford to spend anymore time trying to convince the GM that he's service department is screwed up.
I mentioned this to a few friends in my neighborhood. One, who works with many people from the community (don't want to mention names/workplaces here), said at least 2 other people experience similar issues and stopped going there. So, now I'm not the only one with issues this this service department. Ahhh... ... ... . my health is more important and I can't afford to get my blood pressure up again!
I am still shocked at what the service manager did. I wouldn't even get a chance to explain my comment if I acted this way to a customer. I'd have my crap packed for me and would be out the door quicker then I could open my mouth. No reason to explain. No reason to justify. It was just wrong.
EDIT: I called DC warranty and confirmed my warranty package. I have 100k bumper to bumper coverage with the 'added care option' which grants me a loaner from day one for any type of service or warranty issue. If they don't offer loaner cars, they arragne to have one dropped off... and I'm given a $30/day allowance. They also called the dealership to s-l-o-w-e-l-y explain to them that I have this coverage and they are to grant a loaner car. A few days too late though..... won't go there again!!!
I spoke with the general manager (GM) last night 10/26. I went in there extremely upset and walked away feeling sorry and almost empathetic for the service manager. WOW! What a salesman! On my drive home and while eating dinner, I gave it some more thought and started to feel what I did yesterday when I posted this. He was wrong. The general manager is wrong. Its all wrong.
To sum it up, I made the conclusion 5 minutes into our conversation that the manager was sticking to the service manager's side. So many things were talked about that I couldn't touch upon them all. Bottom-line - the general manager seemed more interested in smoothing things over between us (which leads me to believe nothing will happen to this guy) then agree with how wrong he was and what he will do to make it right. I have to make it clear that my intention for the survey and what should happen is to this manager in response to his actions is not for him to loose his job. God knows times are difficult and to loose a job with a wife and kids at home is awful. That is not what this is about. I expected the survey to convey to them, as it was designed to do, the faults they have as a dealer so they can take the necessary steps for improvements. The fact that the general manager backed him up stating things like ". . well this was the worst survey he ever received. . ", ". . he was extremely upset with the survey. . ", ". . everybody has a bad day from time to time. . " makes be believe I am getting no where with this guy. honestly, I don't care anymore if this dealer does or doesn't do anything. I'm taking my service elsewhere and can't afford to spend anymore time trying to convince the GM that he's service department is screwed up.
I mentioned this to a few friends in my neighborhood. One, who works with many people from the community (don't want to mention names/workplaces here), said at least 2 other people experience similar issues and stopped going there. So, now I'm not the only one with issues this this service department. Ahhh... ... ... . my health is more important and I can't afford to get my blood pressure up again!
I am still shocked at what the service manager did. I wouldn't even get a chance to explain my comment if I acted this way to a customer. I'd have my crap packed for me and would be out the door quicker then I could open my mouth. No reason to explain. No reason to justify. It was just wrong.
EDIT: I called DC warranty and confirmed my warranty package. I have 100k bumper to bumper coverage with the 'added care option' which grants me a loaner from day one for any type of service or warranty issue. If they don't offer loaner cars, they arragne to have one dropped off... and I'm given a $30/day allowance. They also called the dealership to s-l-o-w-e-l-y explain to them that I have this coverage and they are to grant a loaner car. A few days too late though..... won't go there again!!!
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tomeygun said:
Tommeygun - Now that would be funny!!!
Aside - my brother John loves his truck! He babies it a little too much though. I think he gets up in the middle of the night just to wipe the dew off, and the truck has never seen dirt or sand yet. He fishes on the beach every weekend, but wont take the new truck cause it might get a scratch.
That boy ain't right in the head!
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rbattelle said:
Tell them you just moved into thier town from out of state and you were just calling to let them know that based upon past customer actions you WILL NOT be bringing you truck anywere near them for service...
that will do in a pinch, i am still in awe here, because all of our phone calls are recorded for quality purposes, so if I got caught on record saying stuff like what that service manager said, I am gone - cya - no job
NJTackle - this seems pretty simple - you asked for a loaner, the dealer refused based on his emotional response to the negative review (which he deserved), which was not correct since you were entitled to the car regardless due to your added care plan. That's pretty clear and plain - just wrong on his part. If I were calling the dealership, this is what I'd complain about - unprofessional customer service.
The fact they waited until they had to do the job to realize they didn't have the proper fluid is so very typical it's almost not worth complaining about. I do expect my MB dealer to do things like this, and they do. Guess what, they pay their service writers a lot more than Dodge does, and yes they are smarter, sharper people. I just don't expect that much going to a Dodge dealership - and am proactive because of that. It's a sad reality that if you want things like that done on time, you will have to be the one asking the service writer to make sure they have that fluid and check at the time of appointment etc.
The fact they waited until they had to do the job to realize they didn't have the proper fluid is so very typical it's almost not worth complaining about. I do expect my MB dealer to do things like this, and they do. Guess what, they pay their service writers a lot more than Dodge does, and yes they are smarter, sharper people. I just don't expect that much going to a Dodge dealership - and am proactive because of that. It's a sad reality that if you want things like that done on time, you will have to be the one asking the service writer to make sure they have that fluid and check at the time of appointment etc.
All in all, I would vote with your wallet and find a more reputable service center. I would also file a complaint with DC about the breach of contract from the dealership. I would also not give it any more thought as this would also boil my blood. I have problems with dealerships in the past and I no longer deal with them. My money speaks much louder than anything else.
OK, TDR members, is their a close reputable dealership that anybody could recommend to help out this gentleman for future service?
OK, TDR members, is their a close reputable dealership that anybody could recommend to help out this gentleman for future service?
Its tough to find a good dealer in NJ. Circle in Brick is the absolute king of "Cannot Duplicate Customers Concerns". Manahawkin has been shady in the past too. When Circle changed the cat on my 1500 van they refused to reweld the exhaust to the new cat pipe because it had a replacement muffler installed. Good luck and let us know how you make out.
Gary
Gary
Another good example of POOR CUSTOMER SERVICE by Talleys!
I brought the truck in for a/c service and asked if they can recalibrate the speedo for the larger tires. He said, "Sure, no problem. " I gave the manager the revs/per mile. He said "Nope, don't need it. We do it differently by choosing tire size. " I said I know of other people who had this done (all you guys!) with the same tire size I have (315s) and you will need to input it by revs/mile. He then said, "Well, if that's the case we won't be able to do it since there is no option for entering revs/mile. " I said, "Well, just write down the... " He interrupted me and said, "No. I don't need it. " What I can't show here is the attitude he had to me for trying to explain to him how other dealers were able to do it and you'll need the revs per mile.
Anyway, I picked up the truck 15 minutes before closing. The manager was all happy that he figured out how to calculate the revs/mile by rotating the tire one rev and doing some math. I just shook my head in disgust... . 'cause I knew he needed the number. Now I was thinking this hammerhead would never come up with the right number. Well, he was close but not exact. Was off by 10 revs or so. . not much, but was still off... ... when he could have easily just wrote down the revs I got from the tire manufacturers web site which I tried to tell him when dropping the truck off. Or he could of called me at home for the number.
While driving out of the parking lot I was shocked to see I was doing about 45mph. Now I'm in second gear & I'm already going 70... . something wasn't right.
Drove around the block and brought the truck back. The time now was about 5pm. Lights were still on but the shop doors were shut. he was still there & getting ready to leave. I explained to him something wasn't right and would appreciate it if you could check the setting. The attitude he had was something I wish I could of recorded to show you guys. How dare I question his work... after all, he is the service manager and followed with "I did the change myself and did it correctly. The shop is closed and all the bays and tools are locked up so you'll have to come back Monday morning. " I said I'm going away upstate this weekend and need my truck. I surely don't want to put double the mileage on my truck. Could you please look at it? He said no... . you'll have to come back Monday.
So now I'm ready to blow a gasket, but held it together and left. I probably put 300+ extra miles on my truck unnecessarily over the weekend but hey, I've got the extended warranty to 100k, right???
I showed up first thing Monday morning. The service manager came out to take the keys from me. I jumped on my cell phone to check work voice mail. While still on the phone he came over holding what looked like a scan tool and said its all fixed. My jaw almost dropped. This guy didn't even move my truck! He did everything right from that scan tool and took all of maybe 5 minutes. He said something about not hitting enter after making the change on Friday and it defaulted to I think he said 400 revs/mile. What a moron!
I couldn't believe he refused to do this on Friday when I asked. I had to go in late to work and have 300+ miles put on my truck because of something he did incorrectly for which he wasn't even apologetic about!
And you wonder why he got a low score on the customer service survey... ... .
I brought the truck in for a/c service and asked if they can recalibrate the speedo for the larger tires. He said, "Sure, no problem. " I gave the manager the revs/per mile. He said "Nope, don't need it. We do it differently by choosing tire size. " I said I know of other people who had this done (all you guys!) with the same tire size I have (315s) and you will need to input it by revs/mile. He then said, "Well, if that's the case we won't be able to do it since there is no option for entering revs/mile. " I said, "Well, just write down the... " He interrupted me and said, "No. I don't need it. " What I can't show here is the attitude he had to me for trying to explain to him how other dealers were able to do it and you'll need the revs per mile.
Anyway, I picked up the truck 15 minutes before closing. The manager was all happy that he figured out how to calculate the revs/mile by rotating the tire one rev and doing some math. I just shook my head in disgust... . 'cause I knew he needed the number. Now I was thinking this hammerhead would never come up with the right number. Well, he was close but not exact. Was off by 10 revs or so. . not much, but was still off... ... when he could have easily just wrote down the revs I got from the tire manufacturers web site which I tried to tell him when dropping the truck off. Or he could of called me at home for the number.
While driving out of the parking lot I was shocked to see I was doing about 45mph. Now I'm in second gear & I'm already going 70... . something wasn't right.
Drove around the block and brought the truck back. The time now was about 5pm. Lights were still on but the shop doors were shut. he was still there & getting ready to leave. I explained to him something wasn't right and would appreciate it if you could check the setting. The attitude he had was something I wish I could of recorded to show you guys. How dare I question his work... after all, he is the service manager and followed with "I did the change myself and did it correctly. The shop is closed and all the bays and tools are locked up so you'll have to come back Monday morning. " I said I'm going away upstate this weekend and need my truck. I surely don't want to put double the mileage on my truck. Could you please look at it? He said no... . you'll have to come back Monday.
So now I'm ready to blow a gasket, but held it together and left. I probably put 300+ extra miles on my truck unnecessarily over the weekend but hey, I've got the extended warranty to 100k, right???
I showed up first thing Monday morning. The service manager came out to take the keys from me. I jumped on my cell phone to check work voice mail. While still on the phone he came over holding what looked like a scan tool and said its all fixed. My jaw almost dropped. This guy didn't even move my truck! He did everything right from that scan tool and took all of maybe 5 minutes. He said something about not hitting enter after making the change on Friday and it defaulted to I think he said 400 revs/mile. What a moron!
I couldn't believe he refused to do this on Friday when I asked. I had to go in late to work and have 300+ miles put on my truck because of something he did incorrectly for which he wasn't even apologetic about!
And you wonder why he got a low score on the customer service survey... ... .
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GNoel said:
So are you saying I shouldn't go there? I have an appointment for next Friday for an oil change, mileage TSB and to check the clutch out. Do you (or anybody else) recommend I stay away from Circle Dodge? I know their sales team bites (went there for quote when buying my truck, he refused saying computers are down, but that's another story).
A neighbor said Buhler Dodge in Eatontown is good but their far away for me. Talley's was literally two blocks away from my old house. Circle is a nice ride down Princeton Ave but doable.
I don't think they will screw up the oil change, but for warranty complaints ie: clutch, wind noise, their brutal. My 2002 HD had a problem with the transmission shift linkage that whenever it was in park the truck sounded like a percolater, a read loud one to. Any other gear selection it was dead silent. You would have to be deaf not to hear it. They claimed trans was low on ATF, which was BS, and that they couldn't hear the noise. We used to religiously use Circle, 5 cars, but when my 2004 was destroyed in transit they refused to locate a 305/555 for me and reordered a 600. Anymore I just buy the service manuals, get the parts from Tenafly and do the repairs myself. I'm tired of taking vehicles out of service to leave them with these butchers just to have more problems than they left with. Manahawkin doesn't move enough diesels and they lost my trust in the early 90's. Mack on Rt 37 is another butcher shop. Your better off changing the oil yourself, its easy to do and at least you know its done correctly. Let me know if you find someone good because at 8,000 my door seals are all sorts of chewed up. Good luck.
Gary
Gary
Why dont you try Freehold Dodge. I had my truck delivered to them (bought it from Tomygun) and they were great, no BS at all. I havent had it for any service yet but everyone I know has bought from them. They have a brand new service facility and are a family owned buisness.
When you guys refer to a survry, is it the 2 page one u get after you purchase the truck? Also for the people who have had problems which their dealerships and complained in the survey, has Dodge contacted you at all? I am having problems with my dealer and would like to talk to someone other than the dealer about this issue because I am getting no where with them.
Mike
Mike
I have had great service from Manahawkin. I have written this in the past, and will continue to use them. John the tech is Cummins certified, and owns one himself. Kindle in Stone Harbor screwed the recalls up bad, even charged DC for them, but didnt complete. Manahawkin didnt care that I bought from Reedman's, and had me out in record time. I know 2 people in PP that refuse to go (buy) to Tally's-both went to Reedmans. Stay away from Freehold- as far as I know, they send their diesel stuff over to Allied on 33. If you are going to Freehold- just go to Allied (Cummins shop). My . 02-Drew
Sad to see a dealership treat you like that. Dodge is sure a horrible company by my standards. I would take Dodge to court if they don't give you a refund for the warranty and let you keep it after all the problems. I had a similar thing happen and ford let us keep the warranty and gave us the prorated money back for it, about 800 bucks.
Going down to the dealership and making the service manager bite the curb would make you feel better
but it might cause legal problems :-laf
Erik
Going down to the dealership and making the service manager bite the curb would make you feel better
but it might cause legal problems :-laf Erik
I bought my truck from Warnock Dodge in East Hanover, NJ. It has been back there twice because the speedo wasn't right the first time and once for the TSB. I have gotten a loaner car both times as I have Business Link where DC pays for the car. NJ, I would write a letter to Dodge and tell them about your experiences, because that is unacceptable. The minute you bring up how much this truck is costing you and how dissatisfied you are with the dealer, DC will make it right. Good luck to you
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Issue 128 – Digital Version
Digital Magazines
FREE!
TDR Test Drive - Digital Edition
Renew
Subscribe
Gift Subscriptions
Back Issues
Subscription Status
Address Change Form
Buyer's Guides
Ram Diagnostic Trouble Codes
The Perfect Collection
The Perfect Collection Vol. II
TSB Updates
Dodge/Cummins Historical Overview
Cameron Collection
What Makes Us Tick?
Product Showcase
Advertising
