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Local dealership

4K views 34 replies 13 participants last post by  HemiFun05 
#1 ·
I've calmed down enough to write this :

This morning I went to a local dealership to have a paint issue looked at on the truck. There is about a quarter sized spot on the right front fender near the antenna that is wrinkling/ cracking.

The service adviser looked at ,entered my info and vin into the computer and then tells me ,"Can't help you."

me: Why?
adviser : We are so backed up we are only accepting dealership purchased vehicles.
me : So you are refusing to service my vehicle only because it was not purchased here.
adviser : Yes.
me : Just so I'm clear you are refusing to service a warrantied Dodge vehicle based solely on the fact that I DID NOT purchase my truck from this dealership.
adviser : Yes, take it back where you bought it from for them to fix it.

I then contacted Dodge/Chrysler told them what happened and a few minutes later the complaint operator comes back and tells me that when she called the dealership no service manager was available and who she did speak to was somewhat condescending and unprofessional and a voice mail was left for the service manager.

I was then told that depending on what is said by the service manager a "red letter" would be written on my behalf to Chrysler concerning this issue. Why are you going to anger the person who is attempting to resolve an issue between your dealership and a customer.

Now, lets see what happens.

Sorry for the long post.
 
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#2 ·
Sorry to hear that Dave.... I would have told them that I wouldn't be buying anything from them in the future either. I went to the body shop this morning for my tailgate....
Book price for the repair was $562, but for me only $475. More than I expected but it is by far the best body shop around, if not anywhere. They are big into custom and restoration.
 
#3 ·
Sorry to hear that Dave.... I would have told them that I wouldn't be buying anything from them in the future either. I went to the body shop this morning for my tailgate....
Book price for the repair was $562, but for me only $475. More than I expected but it is by far the best body shop around, if not anywhere. They are big into custom and restoration.
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Glad to hear it's going to be fine Doug :thumb:.

Dave's problem really angers :angry: me too and it's not even my truck - I do hope the Corporate Office follows through and rips this unprofessional :icon_nono: stealership a new 'red letter a$$'.
 
#4 ·
update 1 :

just returned from the dealership I bought the truck from and the damage totals $528.50 and its the body shop service manager's opinion that the wrinkling/crackling IS NOT a paint flaw, he believes that someone or some type of unknown object struck that area and caused the damage since it is so localized.

I said ok, show me the impact point, if there was sufficient force to crackle paint then there should be an impact point. He couldn't do it. He then said that all the info and pics would be sent to Chrysler for them to determine the origin of the damage and who is going to pay to fix it.
 
#6 ·
Man y'all have some crappy dealerships down there. I would be on the phone to the Chrysler hot line. Total BS..... :(
When Mary's GC started having break issues they knew me by first name. After I called and complained about their Customer Service things began to happen. I figure we pay for good service in the price of the vehicles.
 
#8 ·
That sux Dave, good luck with the truck.

Doug, what did you do to the tailgate?
 
#14 ·
I had a similar experience...
1 day after I bought my truck I took it back to the dealer cause I noticed on the hood, roof, and rear bumper was missing paint and looked like a chemical had spilled on it in tiny spots.
Needless to say I got a similar response saying that it looked like it had happened after delivery to the dealer and it wasn't Chryslers fault etc.
 
#15 ·
update 2 :

I received a call back from Chrysler and was advised that since the pics are in "digital imaging" it was now wait and see as to what the images show.

Also that the owner of the offending dealership has received a letter from Chrysler concerning this incident and that any (if at all) disciplinary would be handled internally. I then asked would I be receiving a call back from the dealership as to what actions were taken and I was advised NO that it was not policy to divulge any internal business.

I told Chrysler that I found that unacceptable and was told that is company policy. I then asked should it become necessary was an arbitrator available and was told NO also would it be possible to have a person from Chrysler meet me somewhere and have them inspect the area in question as pictures can and have and will be manipulated as needed and was told NO.

Lets see where this goes now.
 
#16 ·
update 2 :

I received a call back from Chrysler and was advised that since the pics are in "digital imaging" it was now wait and see as to what the images show.

Also that the owner of the offending dealership has received a letter from Chrysler concerning this incident and that any (if at all) disciplinary would be handled internally. I then asked would I be receiving a call back from the dealership as to what actions were taken and I was advised NO that it was not policy to divulge any internal business.

I told Chrysler that I found that unacceptable and was told that is company policy. I then asked should it become necessary was an arbitrator available and was told NO also would it be possible to have a person from Chrysler meet me somewhere and have them inspect the area in question as pictures can and have and will be manipulated as needed and was told NO.

Lets see where this goes now.
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It appears that B HUSSEIN O has been fornicating with Chrysler too :banghead:.
 
#18 ·
This isn't over, it has now become a matter of principal to do whats right.

I believe it to be a paint flaw and the cost to fix it is not an issue the amount is most likely a Chrysler exec's bar tab for the night but Chrysler is not willing to accept responsibility for its actions in that a mistake was made in the paint application process.

And everything that I asked for I believe to be reasonable and all I get is told no or it not company policy. What happened to a businessman offering a good will gesture to a loyal customer? In fact the complaint operator remarked that I have owned a Dodge truck or suv since 1992.

And Chrysler is just like the gooberment and so many others, blame it on someone else instead of accepting responsibility for your own mistakes or actions.
 
#19 ·
Not to stir the pot but what year is your truck? All vehicle manufacturers have had their paint SNAFU's over the years, sadly domestic seems to dominate that issue. But generally outside of the bumper to bumper which has been 3/36K for Chrysler for awhile I feel you're barking up a tree you won't find any satisfaction in. If it's a 2012 or newer then you definitely got an argument but older than that I truly feel you may be wasting your time.
 
#20 ·
Call this guy...
He is really nice.
Just explain what is going on to him as nice as possible.

Marvin F. Yacoub
Executive Referral Specialist
Customer Care
Chrysler Group LLC
Office: (586) 274-8174
Fax: (586) 497 2112
Email: mfy@chrysler.com
 
#28 ·
An update to this story : after several months and numerous e-mails and letters and phone calls , Dodge will be repairing my paint issue under a warranty claim.
As it turns out the first service manager that I was dealing with NEVER submitted the original claim to Dodge which is why I had no contact back from Dodge.
The service mgr I now deal with once he was contacted by Corporate Dodge called me and I brought the truck to him, he took pic's and submitted the claim again and Dodge told him fix it under a warranty claim and its now at the body shop being repaired.
I even have a loaner a ........ mini van..ugh :eek:
 
#30 ·
An update to this story : after several months and numerous e-mails and letters and phone calls , Dodge will be repairing my paint issue under a warranty claim.
As it turns out the first service manager that I was dealing with NEVER submitted the original claim to Dodge which is why I had no contact back from Dodge.
The service mgr I now deal with once he was contacted by Corporate Dodge called me and I brought the truck to him, he took pic's and submitted the claim again and Dodge told him fix it under a warranty claim and its now at the body shop being repaired.
I even have a loaner a ........ mini van..ugh :eek:
--------------------------------------------
Dave I'm glad you were persistent and got the resolution that is expected and required. I also believe the "first service manager" :banghead: needs to be 'serviced as well'...if you get my intent :thumb:.

:dance:
 
#29 ·
Good help is often hard to come by....
 
#32 ·
Its always good to be persistent if you feel you right some people give up to easy and thats what the dealerships hope for :thumb:
 
#34 · (Edited by Moderator)
I would take the service manager being fired with a grain of salt, they tend to stick together. My thought is even when you finally prove your case and it is warranted, how can you or any customer feel good about turning your vehicle over to these ******** to now do the work. I have zero trust in these folks to do anything right.
 
#35 ·
I would take the service manager being fired with a grain of salt, they tend to stick together. My thought is even when you finally prove your case and it is warranted, how can you or any customer feel good about turning your vehicle over to these ******** to now do the work. I have zero trust in these folks to do anything right.

-----------------------------------------

:iagree:Unfortunately this is most often VERY TRUE...Another reason they are traditionally ranked close to politicians :facepalm:.

:thumb:
 
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