Chrysler, Manuel Chrysler Jeep Complaint - Terrible Service / repairs at this dealership
LANCASTER, TEXAS -- If only Mike Perry Dodge were in Dallas life would be great!
To begin with, let me say that I am currently driving my sixth Chrysler product and have been a very satisfied customer for over 15 years. I have owned two Chrysler Sebring Convertibles, two Dodge Intrepids, one Dodge Stratus and one PT Cruiser. Currently I own a Sebring and a PT Cruiser.
I purchased three of the vehicles from Mike Perry Dodge in Nacogdoches. Major kudos goes out to that entire dealership for providing the quality and level of service they do.
It is a horrible shame that my first service run-in here in the DFW area has just about ruined my entire perception of how Chrysler / Dodge treats it customers. Needless to say in this area of Dallas there are not many choices of where to take a Dodge for service so I choose the one near my office: Manuel Chrysler.
Manuel Chrysler is in Lancaster, Texas, just about 15 miles south of Dallas off of I-35. It is also about five miles to my office where I work as a local school district administrator. I moved to this area less than a year ago from Nacogdoches to work for one of the school districts in the area.
About two months ago my airbag light came on in the display on the dash. Ever five or so minutes the chime warning would also ring (my car has over 70,000 miles so it was out of the factory warranty). I did purchase an extended Chrysler warranty when I bought the car. I just did not want to take it in and waste the $100 deductible for something as small as an airbag light.
After driving around for two months with that stupid chime coming on I almost just decided to just trade in the car, it did have a lot of miles on it and my warranty is almost up. One Sunday I drove the lot of Manuel Chrysler and saw this gorgeous blue Crossfire convertible. I always wanted one but it did not have a price on it so I just went home and then decided to take my car in on May 30th and just pay the $100 deductible and get on with life.
I pulled up around 8:30 a.m and Michael one of the service reps came over to help me. He is a very pleasant guy and before writing up the work order he checked the computer to see if I had a warranty and I did. I told him my air bag light was on for two months and wanted it fixed.
He took the car and told me he would call me when he found out something and I got a ride to work. Well it was about 3:00 p.m and no call so I decided to call them. He told me the work to be done would not be covered by the warranty and it would be close to $240 for the entire job to be done.
I told him I just wanted to spend the $100 for the deductible but if it was not covered, I would just come in and take the car home with me and get it fixed later. I was waiting for the keys for my car but he was on the computer typing away. Then he put a bill on the counter and said it would be $90 or something like that.
I said that makes no sense. I have to pay $90 just for them to release my car to me and did no work on the car.? I told him up front that I only had $100 to cover the deductible for the repair and now he wants almost all of that and I get nothing. I was pretty upset but hey, this is not Mike Perry Motors or East Texas anymore.
He told me that if I pay the $90 and I brought the car back within a month that it would apply to the cost of fixing the air bag problem, but I had a month to do it. After considering this robbery I told him to just go ahead and fix it and I will just deal with the entire amount.
That was like asking an elephant to cough up a diamond! He ran around for a good 30 minutes looking for his boss and get approval on this. Approval?! I just want to get it done with so what is the problem I asked.
He said since the invoice was already printed that it needed to be paid for and he could run a new invoice for the remaining balance. I was at a loss on that one so I inquired some more. He came back and said that he had a new deal for me. He told me that if we were to cancel the first job order I would have to pay the entire amount of $230 or so up front to get the work done.
I was already feeling blind sided and raped here so why not just add another $230 to the fire so I said, “Just go ahead and do it!” He then told me that the part would have to be ordered and he would call me when it came in. I said, “I am not paying $230 for nothing.”
He went on to tell me that it was in their best interest that the part was paid for up front. He told me “Not that you would do this but we have had some people who have come in here with similar situations, we ordered the part and then they never came back... Then we get stuck with a part and the bill.”
So Mr. Nice guy that I am, I went along with this horses@#>t of a story and gave him my credit card and went back to my office with my car and waited on the call.
The next day, no call but I figured they would need at least two days to get the part so it was cool. The second day I called and was told the part was on order still and he would call me when it came in. Remind you, I paid in advance for service here.
The next day I did not get a call at all so I just left it alone and decided to just show up on Thursday morning with the car and see what was going on. I pulled up the service drive thinking Michael would be quickly out to greet me and apologize for not calling but it did not happen. I got out of my car and just waited for him to come over. He came over alright but looked like he had no idea who I was or why I was there. He said, “Can I help you?” I just looked at him like he was nuts!! Then I looked at my car and back at him and still he did not catch on.
I told him I am the guy who prepaid you three days ago for the airbag light. He said “Oh yeah, that part came in but our parts guy has been out so things are a mess right now. Leave the car here and we will get it taken care of and I will call you when it is done.”
Well no call all day long. Then Friday came and I called them about 2 P.M and talked to Michael. “I said is my car ready?” He told me to hold on and he would check it out. Then within 10 seconds he comes back on the line and says “I can’t check it right now, let me call you back, can I get your number.” I just slammed the phone down at that point and jumped in my company van and headed over there steaming!
I could not believe he asked me for my number let alone could not answer the simple question if my car was ready. I was at the dealership in minutes and at his counter. I asked very nicely if my car was ready. He told me a long story about how the parts guy was not there and they ordered the wrong seatbelt part for the car.
I about blew a gasket at that point, (still minus $230 and remember being told that they don’t want to be screwed by customers who order parts and never return).
I kept my patience with the man and his manager who finally got involved with the situation. They gave me the story again how the parts guy was not there and they will re-order the part and that the service manager would personally take care of the problem ASAP!
I told them I was leaving Sunday morning for a three day convention and I could drop off the car Sunday and I would be back in town Wednesday to pick it up. I was assured by the manager that he would take care of it and he even offered me his card and a free oil change for my troubles, (did he honestly think I wanted to come back here and go through this type of service again?).
I dropped off the car Sunday and went to my convention with the knowledge that surely it would be ready for me when I got back three days later.
Well today is Wednesday, June 7, 2006 around 7:00 P.M and I am still without my car fixed! This is so unbelievable it is funny! I got no call from this dealership saying the part came in or that my car was fixed. I tried to call them but did not keep the phone number because it is extremely hard to get thru to that service department. I recommend you give them a call and see how many times the computer voice tells you to call back at another time; they are not available in the service department.
I went to the service department around 4:30 today and was driving my school mini van and was having problems with the a/c. It seems my school district 2001 Grand Caravan lost it’s a/c along my trip. I thought it would be perfect to just drop of the Caravan and get it fixed and just drive my car home. Boy am I am idiot for thinking that. Why was I even considering given them another chance to work on a vehicle that I have control over. I guess because I believe everyone can have a bad day or two and everyone deserves a second chance.
Well I drove the van to the service drive, was not greeted by anyone at this time but saw Michael thru the window on the computer. Out came his manager saying the good news the part came in today. Actually two of the same parts came in so we were in luck. I hated to even ask…. But I did. “Ok, so is my car ready…….?” I knew the answer even before I asked or pulled up on the lot. He said no but the parts were there and they just arrived that afternoon.
I blew my top and am one never to loose control of my emotions but this time I was furious. I threw my arms up in the air, shook my head and said “I am through with this dealership FOREVER! You guys here are so F*>%KED!” Of course I went on but that was the gist of it.
I had totally lost my patience at that time. Here they had order the wrong part a week ago and a week later the part is there and it’s still not done. He went on about how the parts guy was still not there but enough of the problems. He is the service manager! Step up to the plate and stop placing blame, you’re the manager. If you order the wrong part a week ago, you better well make sure your customer is taken care of and overnight that part at your cost and be sure you simonize the customer’s shoes on the way out!!
You don’t treat people this way. I had a phone call thankfully as I was in my tirade but he kept on my feet explaining the problem as I was in the middle of my conversation. I finally walked away far enough and he was gone.
I get in my school mini van and just about to drive away and out comes Michael to talk to me. He says he can get his best mechanic on it right away and it will be finished today. I told him that I just got back from a four hour drive with no a/c and was done with the games. I told him to call me tomorrow when it is done.
It is now 3:30 Thursday, June 8, 2006 and I am calling Manuel Chrysler to see if my car is ready… I did not get a call from them so now I am on the phone with Michael. Ok, the voice message came on again for the third time saying they are not available.
After dialing the number two for service again I got Michael on the phone. He said the car was finished 15 minutes after I left last night and it is ready for me to pick it up.
It’s amazing it was ready 15 minutes after I left yesterday but why couldn’t that 15 minutes of work be done during the day and not when the customer is in your face upset at you. Now tell me this one… Why is it that I am billed $133.50 for 15 minutes of a mechanics work?
Michael did tell me they gave me a free oil change coupon for me to use. They have got to be joking, I am never stepping one foot inside that dealership nor will any of my friends or future acquaintances.
Well my car is ready seven days after bringing it in for service. This was for a simple replacement of a front seat belt part number: YP401DV-AB, total bill is $231.63. The total frustration dealing with this service department is unforgettable.
I asked Michael to leave the keys with salesmen after the service department closes at 6:00. I don’t ever want to see those people in that service department ever again. I will pick up my car later this evening and will never go back to that place ever again.
I am going to send this letter to Manuel Chrysler and anyone I can at Chrysler and maybe even a few Chrysler dealers in the city here. I just want you all to know it is not right to treat customers this way and expect to keep their business. I am even going to try and send it to the top bosses at Chrysler; this has just gone way beyond normal frustration for me. Maybe one my letter will be forwarded to the top and hopefully will end future encounters like this for all customers.
Good luck to all of you and if you know Mike Perry Dodge, you can blame them for this letter for providing the most pleasant buying and servicing experience ever. Thanks Mike Perry, Ray Perry, Gary Lee, and Tony Wheeler I wish you were all in the Dallas area but then you may put some others out of business.