Brown Dodge Chrysler

Four trips and four substandard experiences. The biggest problems seem to be that the details we gave the customer service rep didn't get passed on to the service techs, and the service techs don't take time to actually troubleshoot the problems. This means I have picked up both my vehicles with the issues unresolved.



Once I told them of a common problem with the seats thunking on the Ram when I go around curves and hit bumps. First time, the paperwork said only "seat is fine." Then I returned for a ridealong with a service tech and he immediately heard the problem....but didn't try to fix it. They called back and said it was a common problem, though. After this, I talked to the manager and he promised me he'd fix it so I said I'd give them another chance to keep my business. This third time, they said there's a TSB coming out next month and I'd have to bring it back to them a fourth time then.



Over a seat. My driver's seat is too complicated to fix in three trips, so it'll take four...and it's not even powered.



Same trip yesterday, the "check gas cap" light was on. I wrote down on the key drop envelope that I had replaced the gas cap and it didn't fix the problem...so they tightened the cap, reset the code, and gave me a lesson on how to operate a gas cap...because even after putting on a new gas cap, the most likely problem is that a grown man doesn't know how to operate a gas cap. (I know some customers are idiots, but assuming every customer is one seems like a bad business philosophy.) I said that I had written down for them that this wasn't the problem, and when the light came back on I would take it somewhere that would actually listen to the customer and take the time to actually figure out what the problem is before dismissing it. Today the light came back on, and I'll take it somewhere else.



On a different vehicle, I told them the A/C blew hot air intermittently while driving on the interstate. When I picked it up, they had done nothing to resolve the problem, telling me it was because of the auto-shutoff on the new model Cherokee...which only happens when the vehicle is stopped. There were several other issues left unresolved on this trip, too...even though I printed out the problems and left the paper on the seat, because I watched the customer service rep condense a 15 minutes conversation about several issues onto one yellow sticky. Not surprisingly, the summary on the paperwork I got back from the service techs didn't match what we told her...which is probably why the techs didn't fix some of the problems.



I currently own four Chrysler vehicles, and this dealership will not see any of them again. I wonder how many hours Chrysler has paid them for warranty work where they didn't even diagnose the problem.