New Reviewer

Brembo brakes/turnaround time

2016 SRT (brake dust). Brake life only 20,000 miles. No dealership has (Brembo) front brake pads in Metro Atlanta. The brake pads will not be available for a month. Very disappointed.
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ID
#1402782 Review #1402782 is a subjective opinion of poster.
Location
Marietta, Georgia
Service
Ed Voyles Chrysler Jeep Dodge Car Repair
Reason of review
Order processing issue

Honorable

I’ll be the first to admit that it’s easy to write a negative review and that most people don’t take the time to write a positive one, so I thought I would write a few words about my visit to Ed Voyles Chrysler in Marietta. Particularly the Body Shop. I brought a Chrysler Town & Country in for an oil change but stopped off at the Body Shop first because I damaged trim on the rear. Gerami Henson, the manager, quoted me a repair price. Like all body shops the price depends on parts and the labor necessary to repair and install the parts. I felt that the repair labor was high but Gerami said if the labor was less he would make an adjustment. Yeah, sure! Who ever heard of a dealer charging you less than the price quoted. It’s always more. Paying less was never going to happen. A part had to be ordered and when I received a call from Melai Trout that the part had arrived, an appointment was set for the following Wednesday at 3:30 PM. I arrived a little early at 3:15 and at 3:29 the car was pulled into the shop and repaired. And exactly what Gerami promised, happened. The labor was less so Melai charged me less. Thank you Gerami and Melai. What an honorable way to conduct business. I have an appointment with the service department tomorrow morning for a mechanic to look at a broken seat part that should be covered under the manufacture’s warrantee. I will keep you posted as to what transpires.
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ID
#1033622 Review #1033622 is a subjective opinion of poster.
Location
Marietta, Georgia
Service
Ed Voyles Chrysler Jeep Dodge Customer Care
Reason of review
Good customer service
New Reviewer

Very dissatisfied customer

I returned to Ed Voyles Chrysler dealership for the sixth separate time today to once again ask that my 2014 Chrysler 300 with 22K miles be fixed. When I purchased the vehicle I also purchased the "car care upgrade service plan" (3 years 40K miles) the "road hazard tire coverage" (deluxe) and the ever so humorous" care free car protection" (platinum) with the guarantee that If ANYTHING happens to the car it would be covered. I knew the car came with a bumper to bumper warranty but I purchased the extra coverage because the sales manager assured me that being placed in a loaner vehicle while my car was being repaired was included in the coverage so I would not have the additional hassle of renting a car. The oil sensor went bad in my car shortly after I purchased it and they gave me a loaner, my tire and wheel were damaged at the dealership during an oil change and Drew (Manager) gave me a loaner while he got the wheel fixed. I went there over two weeks ago to get a tire replaced (same damaged tire from oil change incident) because I had it patched from a nail hole, the sensor on the dashboard stays on showing low pressure, the car makes a thumping sound like I popped the trunk from inside the car when I start it and the front end and steering wheel is shaking when I put on the brakes (Drew told me today that the Platinum coverage doesn't cover maintenance???) They now refuse to offer a loaner because they have their own car rentals and I am required to tie up an additional $200.00 of my money (after I was sold the worry free coverage) and purchase a rental car. I told the service manager on day one that I have platinum coverage and I have been put in loaners before and I am not paying for a rental and she (Chrissy) told me that they don't do loaners anymore so I said I will talk to Drew but he wasn't there that day so Colin (service rep) assured me that they would take care of me regarding the loaner when I brought my car in on the scheduled day. I brought the car back and again the rental car was required so I left (Drew was not there) I came back yet again and Chrissy asked Bear (service rep) to contact Fidelity to see if they would cover the rental and Fidelity said no, not until they know what is wrong with the car, so I left again (Drew was not there) I went back again and Drew was not there so I went and spoke to two gentle men at the counter (current sales manager) and his reply was everybody wants a loaner car???? Dis everybody buy your showroom vehicle and buy every available additional coverage? Chrissy called the next day and left a message saying " blah blah blah I heard you are having trouble with one of your tires"? REALLY? So I went back again and spoke with Chrissy and finally I felt we were making progress when Chrissy said "I am going to go ahead and put you in a vehicle" so I said I have an appointment today but I can be back on Wednesday and she said "I will not be here but this gentleman will assist you". I did not go back on Wednesday because I wanted to make sure I dealt with Chrissy so I went back Friday around noon and Chrissy said "you picked a heck of a time to show up, its after noon so that means they wont even be able to look at your vehicle today so I said would you prefer I come back and she said yes Monday or Tuesday would be best. I came back today (Wednesday) as it was the soonest I could get away from work and guess what? I gave them my insurance card and drivers license and then they told me they were processing a rental for me. I said no, I am getting a loaner and it was if I was back to day one. I walked away and went to speak with Drew. Drew said they did away with the loaner program because of insurance purposes (I have my own insurance) and that I would just need to put $200 on a credit card. I explained to Drew what was wrong with the car (didn't mention trunk popping sound) and he said the platinum coverage doesn't cover maintenance??? Yes it does! Doesn't the bumper to bumper coverage on a new car cover maintenance? So at this point I am going to blow a gasket so I just keep my mouth shut and say okay but the kicker was when Drew asked me "don't you have $200 on a credit card?? I guess Drew missed the whole point regarding the principle of the matter. Drew was kind enough to enlighten me about the new loaner policy though. Drew said "we only give overnight loaners out if you are buying a new vehicle so you can take it home and show your spouse" NICE! I might add that dealership has now sent me on my way with a bad tire and questionable front end hazard. Drew also knows that I have been in retail management for 20 years and I am very familiar with bait and switch. If your going to change your policy and not handle certain situations on a case by case basis then your new policy should have a grandfather clause for those who purchased the CAREFREE car protection. I paid almost $600 for a tire coverage only to be told by Chrissy that they (Fidelity) will probably just tell us to fix the tire, not replace it. So where is the value in the $5000K lifetime benefit? I am certain that we can go through the coverage(s) and loaner isn't mentioned anywhere and that the burden of proof is on me in regards to what I was told by the ex-sales manager but the bottom line is this needs to be resolved and it wont be by me coming out of pocket another penny even temporarily. I purchased my jeep overland from Chrysler as well and I have been a good customer for many years and I expect to be treated as such. I only want what was said would be done. Thank you, Troy Rose
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ID
#736846 Review #736846 is a subjective opinion of poster.
Location
Kennesaw, Georgia
Pros
  • First few interactions
Reason of review
Poor customer service
Loss
$3000
Preferred solution
Let the company propose a solution

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