Dwayne Lane Dodge in Everett, WA Complaint - Horrible Customer Service and Poor Product Quality
EVERETT, WASHINGTON -- As a consumer I would like to let everyone aware of the customer care and bad product we have received at Dwayne Lane's in Everett, WA.
We purchased a 97 Ford F-150 with an extended warranty. Total costs were over $15,000. Not three weeks after purchasing the vehical, it started to run badly and the check engine light came on. We called Dwayne Lane's and they told us we had to take it to Harris Ford. Harris Ford told us diagnostic fees would be $112+ and that the problem (corroded spark plugs and wires and water in engine) wasn't covered by the warranty. When we contacted Dwayne Lanes, they told us to bring the car to them and that Harris Ford was trying "to put one over on us." We had to pay the diagnostic for that and we eventually got reimbursed for it. Dwayne Lane's dealership overflow is where our new truck went to. We still aren't really sure what is wrong with our truck except the gentlemen working on it feels that Dwayne Lane's isn't treating us fairly. The warrantee only covers patch and repair and the shop it's in says it recommends a new engine because it will continue to have these problems.
After going up to the dealership several times to get some answers and nothing came from that except a salesman, Todd, that just wanted to pacify us with a rental car and wouldn't even sit down to talk with us about this supposedly quality vehicle that we purchased from them not even a month before, that is now and has been for almost two weeks been in the shop because nobody new what was wrong with it.
I called today to speak with Bart, who I was told was on vacation, who is the top manager of the Dealership. I told him that I wanted the truck fixed correctly and that I didn' want it just bandaged and glued to fall apart again after the warranty was up. Throughout the conversation, he continued to tell me that we purchased a used "machine" and that used machines break down, including only after a few weeks of purchase of a "machine". Basically blaming us for buying a used vehicle, Because I wanted him to understand that we had just paid our first payment and haven't had our new truck in almost two weeks and won't for several more days, that this is frusterating. He sarcastically asked "what I wanted from him?" And that he was paying for a rental car and that they were paying for the truck to get fixed (when in all reality...we are with the warranty we purchased). What kind of customer service is this. He never once had any kind of empathy for the situation and he was very arrogant. He said that the business has been successful for over 55 years and that I was being "rediculous." I know working in customer service and being a consumer that this is no way to treat a customer. I told him I would pass on my experience to friends and family. He acted suprised and asked why I would do that when he's not the bad guy and that the dealership has a reputation. What a jerk. Obviously customer service doesn't apply after purchasing the vehicle. I will stand my ground and make sure that consumers are aware of the treatment we have received.