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I'm thinking that the level of pure nonsense involved in this dealer experience makes it worth sharing beyond just leaving terrible reviews.

This begins on June 30th and continues until at least today. The only reason a dealer is working on the car is because I have the 7 year/70,000 miles warranty on a 2014 Dodge Caravan, and I was getting close to 70,000 miles. I had a heater hose assembly fail in mid-June on a short road trip, which would have been a warranty item, but since the dealer service never seems prompt, I decided not to tow it to a dealer out where it was stranded, only to wait days or weeks for it to get fixed.

Previously, I had an issue with this dealership where they gave me a service credit, so intend to use that (catch-22 of sorts.) So I take it in at 68,700ish for an inspection, hoping things would turn up under warranty - and they did! The inspection found 4 items; a front tie rod needing replacement, a leaking front strut, a leaking transmission hose or similar, and a fourth item I can't remember. Finally, one last time, I could get use out of the warranty. I had to wait nearly 4 hours for them to do the inspection at that scheduled appointment on June 30th, but once those results came in, it would take a few days. They needed to get a part for the strut, I think. Totally fine. They say Wednesday, maybe Thursday (Day 3 in shop)

Now the saga begins. As a note, this is the only car my fiancee and I have while, so we are car-less while it is in the shop. The rule of this service department is that they maintain a strict silence about your repairs, and are incredibly hard to reach. You have to hound them to get any results, which perversely makes you feel bad for being pushy, but if you didn't it seems possible that your car would stay on their lot forever. So on day 3, having heard nothing, I try several times to reach them. I don't even think I was able to get through, or if I did, the information was useless.

Day 4 in the shop arrives, and I'm getting nervous - I have a trip planned for the upcoming Monday (which would be day 7 in the shop). I call in the morning, I call in the afternoon, no response. I reply to the stupid text message service they send you where the only point of subscribing would be to get an update, which you never get. I'm halfway in the direction of the shop on public transit in the afternoon, and decided they I'm just going to go there and find out what the **** is going on. I call again as I'm riding, and finally get through.

The service advisor says something like "It won't be ready today. And... to be honest, it hasn't been started. There is a part that won't come until Tuesday (day 8 in shop). I asked the tech to start, but he figured why start if all the parts on there." I explain that this isn't an option, I need the car for a trip. I ask for a rental, they can't offer it, because I'd need it past when they claim it would be fixed. So she says "well, you could come get it." What!?!?! And yet that is all I can do.

So on the 4th day in the shop, I have to go all the way there just to take it out with absolutely nothing done. I work to get assurance that if I bring it back with over 70,000, the work is still under warranty. The service advisor says it will be, it is an open ticket with the mileage under 70k. I take a photo of it in the lot with that under 70,000 mileage trying to hedge against them not honoring this. She says they'll be a morning appointment for a Tuesday in the future. I take the trip.

An odd aspect of the pickup on that Friday afternoon is that the service advisor ended up having to be the one to find the keys, go out in the lot, and pull the car. This is a place where they usually have drivers for that. It was like everyone had already left.

I return from my trip, and call ahead to drop it on a Tuesday morning in accordance with this scheduled appointment. When I call, they don't know about the appointment, or who has it. But I take it. When there, they have to work to find the ticket and figure out what the work is. Later, I find that the service advisor I originally had no longer works there. So it gets returned early last Tuesday, which would therefore be Day 5 in the shop.

Comments are made that it will be done in a few days. I was told the parts were in (they should have been, that was 20 days ago.) No one updates. I call, and keep getting vague updates. On day 9, Friday, I get an admission that it might actually be in queue to be worked on! I'm told it could be done on day 10, Saturday. On Saturday, I get no updates. I finally reach them: "the mechanic who works on it doesn't work weekends. But could be Monday." Monday, day 12, I can't reach them until someone new finally answers at 4:20pm. They don't know the status, "but they'll call me back." I note that I've been told that a dozen times, and it's never happened. They insist that as soon as a meeting is over in 20 or 30 minutes, they will. No one does. Tuesday, day 13 - not done yet, tech has to many parts apart to see it getting put back together that day. Should be wrapped up this morning.

Lastly, for now - today, day 14. Did not get wrapped up this morning. Should be this afternoon - I'll get a call at 4pm! If I do, it would be the first time ever.

If and when it ever actually gets done, I really hope that the work is actually done, and that some nonsense doesn't come up about what the odometer is at now. I'm trying to prepare myself for that.

As a final note, the insane timeline for repair and absolute lack of communication are themes present in many other recent reviews of this dealer.
 

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That Dealership has major management problems or a coronavirus outbreak.
 

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My dealership was very honest with me on the delays in getting parts, and gave me the van back, though I had to pay for the labor, and for the part ahead of time. I need to take it back once the part arrives, which is a 5 day delay. I’m hoping it all works out, and may just pick up the part and install it myself once it arrives. Sorry for your issues. I would be upset as well, and assume that poor management is at play.

One of the reasons I walked away from Dodge for a few years was their dealership network. In my over 20 years of Dodge ownership, I only worked with 1 dealership that was any good, and it was tied to BMW as well (LONG time ago....). Ford had my business, and still could, as I have yet to meet a bad Ford dealer. I bought my van from a Ford dealer.

I’ve had 2 Nissan’s since I walked away from Dodge, and their dealer was outstanding. Also dealt with Toyota at work, and found them to be wonderful as well.

My MOPAR dad has an entirely Ford fleet now due to a very good local dealer.
 
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Yeah...it’s just ‘Days of Our Lives’ without knowing the dealer.
We don't need to know who the dealer is. It would be just one side of the story.

We don't know who the O.P. is, so it wouldn't be fair to post who the dealer is.
 

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We don't need to know who the dealer is. It would be just one side of the story.

We don't know who the O.P. is, so it wouldn't be fair to post who the dealer is.
Yeah, I wouldn't buy from that Dealership anyway. I would have to self isolate for 14 days after I returned. :)

There is a Forum for Service Center Reviews at:

These are bad times and some companies aren't managing it well. Reminds me of a Dealership experience I had once, wasn't as bad, where there was infighting and management problems. Previously, the experience had been perfect, then poof. According to the Saleslady that sold me the vehicle, there was a lady involved with the management issues, jealously or something, My Saleslady left the company but still provided me with advice on how to deal with the Dealership on issues I had with my vehicle. Not many like her, for sure. She praised the Owner of the Dealership but management, not so much. Those things happen. I eventually took my vehicle to another Dealership, where they paid attention and solved the problem on my Jeep, a leaking rear oil seal, under warranty..
 
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It's always bad times at dealerships. My daughter works in finance for Chrysler. It's always turned out to become a toxic situation from top down. She has worked for Ford and GM. Same thing. Employee turnover at dealerships is very high because of this and personnel move around like nomads looking for the next best deal. One reason is that the owners don't give a damn about their people and nor do the manufacturers. Because owners have 6 or more dealerships they make money regardless of what happens in a particular dealership. Management doesn't have any training and are usually parachuted in to a position. So the newly promoted set everyones hair on fire and the exodus begins. Rinse and repeat. I had the same experience with the dealership I used for repairs a few years ago. A management change and voila I'm on the road hunting for a new shop. By and large the techs do a good job working in the framework set out by management. Just an insiders opinion.
 

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What this person is describing is what happens when you have a company where a culture exists of not caring. I'm guessing there is little local competition, so they can get away with murder. They are probably understaffed with techs and overstaffed with management who spend most of their time drinking coffee and shooting the shit. I've worked in a place like this. 4 or 5 people actually doing billable work and 10 managers and salesman screwing off all day. At a properly run shop they would be able to tell immediately what the status was of your vehicle. Parts don't take days and days to get. Whenever I've needed a part here that they don't have, it's available next day, or within 2-3 days if it's not stocked in a local warehouse. This place needs to be reported to Chrysler, if it's a Chrysler dealership. Chrysler does not want unhappy customers. Also, I think that the OP should identify this place. Why protect them?
My personal experiences with dealers and auto repair shops is limited, since I usually do all my own stuff, large or small, but I've never had any experience like this, and wouldn't put up with it for a second. I'm not even sure how a place like this stays in business. I can recall three times I took a car to a dealer in recent years. One time was to get a new key made for my Town and Country. They were busy, and said I might have to wait, but it was done in a little over an hour. Cost was $270. One time was when my car (not a car I own now, Mercury Villager) stalled on the highway in a snowstorm. I had it towed to a Ford dealer, a big one, and told them to diagnose it. They had it done the next morning, ready to pick up. It was a plugged fuel filter. The bill was $180, which I had no issue with. The other time was similar, van (2003 B van) stalled on highway for the 3rd time, I had it towed to a Dodge dealer. They diagnosed it the same day, I watched them do it. The guy brought the DRB out to the parking lot and had the problem figured out within an hour of me arriving. They told me what was wrong, I declined the repair ($900), towed it home and fixed it myself. Cost was $110 or so. The mechanics at this dealership wore polos and slacks. Most dealerships I've been to here are like that. Neat, clean, professional. Everybody was polite, friendly, and professional.
 

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What this person is describing is what happens when you have a company where a culture exists of not caring. I'm guessing there is little local competition, so they can get away with murder. They are probably understaffed with techs and overstaffed with management who spend most of their time drinking coffee and shooting the shit. I've worked in a place like this. 4 or 5 people actually doing billable work and 10 managers and salesman screwing off all day.

We don't really know what's going on, we only heard one side, so not much information.

Evidently you are not a business owner, you don't think like one.

Lot of things might be happening that we are not aware of.

As said before, unless we hear both sides, we can not judge.
 

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We don't really know what's going on, we only heard one side, so not much information.

Evidently you are not a business owner, you don't think like one.

Lot of things might be happening that we are not aware of.

As said before, unless we hear both sides, we can not judge.
You’re exactly correct. There are always two perspectives and rarely does each side understand the other perfectly.

That said, the OP has been hanging Iund the forum for 5 years, few posts but took a significant amount of time to lay out their perspective. It doesn’t smell like it’s mostly fabricated with the libelous intent.

It’s reasonable for people to encourage the OP to report their experience to someone who could help improve the chances of similar experiences not happening to others.

It’s also reasonable to inform others who this dealership so they can be cautious if they need to interact with them.
 

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I worked at a Chevy dealership for years. Had family buy cars from them for years including a couple I bought then new ownership. Mom's Impala needed alternator under extended warranty to which they tried everything to not do the job then over charged her what a cluster. We finally got car back with only one problem fixed since they wouldn't diagnose electrical defrost. We have since taken them off the list for cars. 4 vehicles in family have been replaced with none from this dealership and they have called me especially when I bought my Caravan. Word gets around.
 

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We don't really know what's going on, we only heard one side, so not much information.

Evidently you are not a business owner, you don't think like one.

Lot of things might be happening that we are not aware of.

As said before, unless we hear both sides, we can not judge.
Why are you mollycoddling an automotive repair facility who treats their customers like they are a disregarded inconvenience?? A person, the customer, does not need to be "a business owner" to know that they've been on the receiving end of a horrible business experience. And they sure the heck don't need to "think like a business owner" to see and understand what a half-arsed, uncaring, incompetent, automotive repair facility is.

As one who is in the service business industry, if I ran my business like the aforementioned repair facility, I would have lasted maybe two, three years at the most, rather than the 35 years and counting. And yes, I've made mistakes, made some bad calls. The public, the customers, usually don't give one rodent's behind if you're having a down day with “lots of things” they "are not aware of." They want to be listened to and their wishes respected; they’ve committed time and hard-earned money for your services. A service business that willfully and continually ignores these facts, for whatever reason, is eventually going to fail.
 

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Why are you mollycoddling an automotive repair facility who treats their customers like they are a disregarded inconvenience??
We don't know who the dealer is, we don't even know who the complainer is.

As stated before, not fair to disclose the dealership name without disclosing the complainer's name too.

Only one complaint so far, no reason to disclose dealership name yet.

If I'm wrong, a mod may request the O.P. to disclose dealership name, but doubt dealetship's name btlongs here.

Not too long ago I had a problem with a dealership, did I posted dealership name?, of course not.

O.P. did good not posting dealership name, he could but he didn't.
 

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Hi Les back. I didn't mean to add to the s storm here. I know how some dealerships are run. As I said, the techs that work on your vehicle are usually very good. They are working for you and they generally wan't you to be satisfied with their work. They have to complete courses set out by the manufacturer, so they know how to diagnose and repair your specific brand vehicle. When people generally run into trouble is with the service manager who is trying to fullfill the managements corporate directions. So in conclusion, buy your vehicle any where you like. You can take your vehicle to any brand dealership for repair work. Next, join a forum or ask people who have your specific vehicle for advise on which dealership they go to. Thats the best you can do. Les out.
 

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Watch out for the Service Manager. Could be on commission and out to get you with upselling and lies. A Service Manager is a salesperson for the Dealership, pure and simple. More than 50% of salary may be from commission. Beware, know what's in your Owner Manual for maintenance service. Vehicle manufacturer knows best.
 
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