Rick Hendrick Dodge, Savannah Highway, Charleston SC Complaint - Beware! My Bad Customer Service With Rick Hendrick Dodge

Review by 2010Ram4x4 on 2010-09-16
CHARLESTON, SOUTH CAROLINA -- I recently purchased a 2010 Dodge Ram Quad Cab 4X4 brand new from this dealer. I was greeted very warmly and had a good experience on my purchase that first day but, that is where the story ended with good customer service. In the only 17 days I have owned my vehicle, it has been in the shop for 10 of those days, it all started when I drove off the lot and the steering wheel started shaking. I called the dealer and told them that I was having a problem with the steering, this took 4 calls to reach a person, the lady answering the phone took my message and told me she would give it to the service representative H. This did not take place according to the manager representative H, he has been very polite but as he has told me that he escalted and again no contact of any kind by his boss, I see that his efforts are not being supported by leadership or lack thereof. I then had it at the dealer for 4 days and they did not even offer me a replacement vehicle to drive just a ride home. Less than 24 hrs ownership. I was never called about the status to update me that it was done and after 3 days, I called 5 times in 3 hours and finally reached someone who said it looked done and that the truck was setting outside which usually means it is done. I arrived the following day to pick it up on the way home and the customer service area had went home. The salepeople not find my vehicle and I was told to come back the next morning. The next day, I went in and the CSR representative in the service area by the name of C could not find my truck. After 40 minutes of searching, no keys could be found for my truck and it was uncertain where it was located, they were trying to contact the Service Rep- H to see if they could locate my vehicle, again no answer. I then went to find the saleperson J and he was able to locate my truck after 15-20 minutes. What happened here should steer you away from this dealer. I told my story to the two salesmen who were helping me locate J and when they called for him, I stepped around the corner to wait and overheard them say to each other, "If he would split the deal with us, maybe we would help that guy.." The other salesmen laughed as they looked out front waiting for new customers instead of taking care of the one in front of them. The customer should be number one and anytime there is a problem, it should be everyones problem. I was polite every time and I guess 12 years in the military saying Yes Sir and Thank You made me appear too nice to receive good service I guess. I am now in my 17th day of ownership. MORE BAD SERVICE. I took my vehicle that day and asked to speak to the manager, I was told he would contact me, THIS HAS NEVER HAPPENED! No delivery satisfaction has contacted me either. I went to church the next day and I got out of the truck and the a man told me I had a nail in my tire, no big deal, I took it to a Firestone Dealer who was open on Sunday and when they put it up on the rack, they called me out before they would touch my truck. ALL of my lugnuts were rounded off, the service tech showed me a new lug and explained that the 22mm socket would not fit and that it was a good thing I brought it in before my tire went flat because my lug wrench would have been useless/ ALSO the tire had 5 ounces of weight to balance which was unacceptable with their roadforce machine and I should have this looked at. Also, the lug lock that I had given them out of my glovebox was useless as the locks were not on the truck. Not offered a car to drive again, I was back because of they tore up my lugs and shorted my vehicle locking lugs in their service center? I complained for several minutes and was given a truck to drive, it was so empty that I had to get gas on the way home... I was left a voicemail on day 16 at 5 O'Clock stating they rebalanced my wheels and that the lock I had been given by the saleperson on my delivery had in fact been a mistake and that that it was a mistake... No call after two days, I started calling the salesmen J and service representative H and leaving messages. I paid 800 extra to have Michelin 20 inch tires. Way more issues, not paying off my vehicle that I traded in, old car bank is harassing me and I call the Rick Hendrick Dodge lady twice a day, each day for the last 6 brings the promise of action but nothing to date. Alot of excuses from their first line personell but they don't have any escalation to leadership even when you ask, this tells me that it must be commonplace to dodge(ALL PUN INTENDED) any of the non gladhanded customer. Big dealer so the glamour gets you in but, the fancy building seems empty and devoid of caring that makes quality happen. I have my records and fortunately, I captured their very very poor salepeople (NOT J MY SALEPERSON HE HAS A SUPPORTING STAFF THAT IS MAKING HIS EFFORTS FAIL) having a laugh at my expense. I am trying to find out who in Mr. Hendricks personal leadership is able to set up a meeting via whatever means to go over these issues with me, as I am sure the companies they represent are having a hard enough time, without blatant outright poor customer service. I would like to see what the 5 Star Service award entails, as I am wondering how bad things could be just happening to me...
Comments:1 Replies - Latest reply on 2010-09-17
Posted by Anonymous on 2010-09-17:
once you get the damage they caused cleared up I would take it to another dodge dealership.
I had a very bad experience with a local VW dealership. I drove an extra 20 miles to another dealership told them what had happened and they took great care of me. I've been driving to that dealership for the last 5 years. Usually if you go to another dealership and tell them the mess from the other one they'll do good and try to keep you as a customer.

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