Charlie's Dodge Maumee Complaint - Very Poor Customer Service
MAUMEE, OHIO -- Last week My husband & I experienced EXTREMELY poor customer service by management and owners on 3 occasions pertaining to 2 issues. My husband & I have been doing business at Charlies Dodge for the better part of 4 years. My husband, Jeff has had his Dodge truck serviced there had they have looked at the problems concerning the problems w/his vehicle. I have purchased "Dodge" items for my husband there as well. Jeff had even been over to the lot to look at purchasing a new truck and having a dump bed installed from there as well. We have always been loyal and courteous customers. And that's why this is so disturbing. A couple of days ago, Jeff was taking his truck in for another reoccurring problem. He dropped his truck off Thursday afternoon, I believe, and later was doing paperwork & deposit for the bank when he remembered he had left $130.00 of customer payments in his truck. He immediately called Charlies Dodge to let them know he was coming right away because it was close to closing. The service dept told him he could not come now as it was almost 5:30 and they were closing. Jeff told the employee the reason he needed to come(that $ was in the truck) but they still insisted, no, they were going to be closing. Jeff told them then they should pull the truck inside, please. They said they would.
First thing Friday morning Jeff was there to pick up the $ and it was GONE! He talked with a supervisor(The son of the owner)who was very rude to him! Instead of showing even a tiny bit of concern he instead blamed Jeff and accused him of losing $ or worse-not even having the money in the first place! He said there were cameras. Not when they were test driving the truck Jeff told him. Sometime later the owner called Jeff. He was even more rude than his son!!! He would not listen to Jeff trying to explain, cut him off whenever Jeff tried to talk. He even hung up on Jeff twice! He also said there was nothing wrong with the truck either.
I was so astonished at Charlies Dodges' customer service and behavior I went w/ Jeff to pick up his truck. At that time I asked to speak with the owner or his son. I got the son. I let him politely know that I didn't appreciate his attitude and lack of concern and that we had been customers of his for years. I told him if I treated my clients that way I wouldn't have any. His attitude only got worse! He accused us of losing the $ or worse, lying about it even being there and more or less said Jeff was imagining the truck problems. Unbelievable!
Finally I told him I wanted him to do something to make things right and wanted an apology for their poor customer service and rudeness. He said he was sorry we felt that way(in a sarcastic tone) I asked him then that he would rather lose loyal customers than to make things right? He said finally(same tone), "Well, I'll take care of the $100.00 deductible, if you never come back here." "You are not welcome here!" Jeff and I were both appalled. A few days later we received a disturbing call from the service manager at around 10:00 at night! He insisted we were hurting his "reputation" by filing this complaint. Jeff insisted that he had been happy with his service in the past, but not with the owners'. It wasn't against him. But that didn't matter to him. He ranted and raved, swearing, for almost 1/2 hour. Again, not letting us get a word in. This has been the worst experience we have ever had with an establishment.
I have filed a complaint with Dodge Customer Service and with the BBB. If you ever have a complaint against Charlies Dodge...please speak up. I think it is just appalling that they would treat longterm customers the way they did. It would seem they have great customer service...until you try and to make a complaint. They money is important, but not as important as the unethical & unprofessional way we feel we were treated.