New Reviewer

Salinas, CA - My Jeep / Dodge / Chrysler

Up until this past Friday, I had had an overall ok experience with this location. This past Friday the 22nd, the fuel pump on my truck went out... again. (This location replaced my fuel pump 60K miles ago when it first went out last year.) In my previous experiences with the service writers who knew about my truck and it's warranty coverage (I have the Chrysler Lifetime Maximum Care Warranty on my truck which covers pretty much everything you can think of until 1 million miles) I was instructed to call ahead when I was getting towed in so they could reserve a rental vehicle for me (part of my warranty coverage for repairs). I made the call, told them who i was, the person I spoke with said they would call Enterprise rentals and call me back.... that never happened. An hour later as I'm on the tow truck heading to Salinas, I call back saying I never got a call back.... the person I spoke with said he had no idea anyone was supposed to call and look up a vehicle for me. I need an enclosed SUV or truck to perform my work and the guy on the phone tells me that I would only get a regular car. I informed him that I'm not new to this procedure and that I am supposed to get a vehicle of equal size to mine to carry on with my duties. He mumbled something and I said, I'd be there in 30 minutes. I arrive in the tow truck and approached a very full repair waiting lot. The tow truck had to hover for 15 minutes so the dealership could move vehicles out of the way to make room for this delivery. It was late on Friday (3:30pm) so I knew that they wouldnt get to my truck until Monday. I was ok with that. Like I said, I've been coming here for years but this time around, there is apparently a new staff around and new service writers who dont know me and have the worlds hardest time finding that I have the extended warranty coverage. I let them know that I strongly believe the fuel pump had gone out again on my truck and since I have it here for that failure, my alternator (which is covered under my warranty) was acting up as well over the past month and I'd appreciate if they replaced it. The service writer said he would look up a price for the alternator and let me know. I told him that maybe he didnt understand that I had the maximum care warranty and that there would be no additional cost to have it replaced beyond my deductible. Up through the past service last year, I had always gotten the rental car at no cost. This time around, I was told it would be $35/day. I shrugged and said if thats how it is...then thats how it is. I left with a rental car out of pocket for the first time. Monday comes and i call about the truck. The manager informs me that they cant find my service contract and they are going to order the parts but dont know if I'm going to pay full price for the entire repair. I told him that if it comes to that, either him or I will be calling Chrysler from his office to get that BS resolved. I have the contract in writing and will be MORE than happy to bring it in person. At this point, this place is already sitting at strike 2 in my mind and i'm getting VERY upset. So if the parts are ordered Monday, they would perhaps come in Tuesday. It's about a 3 hour repair for everything so I figure I'll get a call Tuesday afternoon saying my truck is ready. Nope. Wednesday comes and I call.... they say that the parts have been ordered but they havent come in yet. Right. Thursday morning 9 am I call and ask for an update. Im told the parts are in and I will have my truck back by end of day. Perfect. I run a repair and service business and I had moved appointments from Wednesday to Friday that require me to have my truck in order to accomplish. I drive by the dealership and pop in Thursday at 2 pm and talk with the service writer assigned to my truck and he says that the wrong parts came and I wont get my truck until Friday. Ok, this is where I almost lose my cool. I told him that doesnt work for me. I was promised something and now im being jerked around. I never got a call saying the wrong parts came in and wouldnt be getting my truck. I had PLANNED appointments around the idea of getting my truck back on the time that was promised. I now have to pay for ANOTHER unnecessary day of rental vehicle because of their incompetence and I have to reschedule the previously rescheduled appointments because of their incompetence. I walk out before I got too heated and I drove off. I get a call today (Friday) and am told my truck is ready. I went to pick it up, paid my deductible and was promptly charged $245 for a weeks rental on the car. Service manager never even OFFERED to pay it or pay part of it. Some customer service there. I'm going to be contacting the corporate office of this location and let them know that this is a poor reflection of the Dodge brand. I will never be back to this location for service and I would certainly never purchase a vehicle here if this is how they "take care" of their customers.
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ID
#838906 Review #838906 is a subjective opinion of poster.
Location
Salinas, California
Service
My Jeep Chrysler Dodge Ram Car Repair
Pros
  • Product
Cons
  • Customer service
Reason of review
Poor customer service
Loss
$500
Preferred solution
Let the company propose a solution

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