- Report: #30960
Complaint Review: Team Dodge of Stone Mountain - Stone Mountain Georgia
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Team Dodge of Stone Mountain
4550 Greer Circle Stone Mountain, 30083 Georgia, U.S.A.
Phone:
770-724-1500
Web:
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Team Dodge of Stone Mountain the business that doesn't give a d**n Stone Mountain Georgia
Team Dodge totally ignores it's customers! If you car is in their custody awaiting parts (1) be extremely patient, (2)don't expect any ease at reaching anyone that will give you useful information, (3) don't waste your time placing calls and being led to voice mail boxes, (4) forget about them actually calling you to give you status, (5) don't be surprised if your part is ordered using the most economical means for them, even if it is most time consuming to you.
(I've been saving this one)
On a previous occasion where I responded to a solicitation for a free multi-point check for overall condition, I noticed that I was just about out of my factory warranty, so the timing was perfect. When I went to obtain my vehicle at the cashier's office, I was told '..everything checks out fine..you're free to go.' My sales receipt was attached to the service order, the two of which were about to be separated. I 'zoomed in' on the service order and noticed in RED '...crack in oil pan...'. When I asked about seeing this more closely, (it was too late to hide it) I verified what I thought I'd seen and asked what was going to be done about it, since this was one of the 'bumper-to-bumper' items. Only then, did they reschedule a subsequent appointment to replace the oil pan, oil, etc. under the terms of the warranty. One week later, this would have had to be done at my cost.
You may ask, why is my car back with them again after this experience. Well, this was beyond my control. My car was sent there since it is the closest dealer to a body shop that was recommended by my insurance company (USAA) after a fender bender. An airbag light would not go off after the majority of repairs were complete, so the dealer received the car without my agreement or knowledge. It is now 9 business days after they have received my car, where I was first told that the part should be in '...in a couple of days...' I agreed to call in 4 days. They agreed. On the 4th, 5th and 6th day, I was told that the part was not in. (By the way, it was their position that the car COULD NOT BE RELEASED to me because this is a 'safety item'). On the afternoon of the 6th day, I was told that the part was in and they would call me when they were finished with the short installation. At 3:15 on the 6th day, I was told '...THEY sent the wrong part with the correct label affixed on the outside...'. At this point, a reasonable dealer would have bitten the bullet, thought about future customer relations and referrals and agreed to offer a loaner (Yes, I do have a Daimler/Chrysler extended warranty) to offset the inconvenience caused by the lenghty delivery time and the overall failure of the organization. But what was apparent was that this was not their fault, and not only was no loaner offered after I made the request to the dealer, but also by request back to them through the NATIONWIDE CUSTOMER SERVICE at DAIMLER/CHRYSLER. The nationwide customer service representative was nothing more than a front for the decision that the dealer had already made. Do you think that my registration for the extended warranty provided a registration in the DC database? No. Until 'I' retrieved and provided my Vehicle Identification Number and proceeded through the Name, Address, Phone, information, I did not exist in their files. What would have happened if I had been calling to institute a warranty claim? Who knows.
Reggie
Stone Mountain, Georgia
(I've been saving this one)
On a previous occasion where I responded to a solicitation for a free multi-point check for overall condition, I noticed that I was just about out of my factory warranty, so the timing was perfect. When I went to obtain my vehicle at the cashier's office, I was told '..everything checks out fine..you're free to go.' My sales receipt was attached to the service order, the two of which were about to be separated. I 'zoomed in' on the service order and noticed in RED '...crack in oil pan...'. When I asked about seeing this more closely, (it was too late to hide it) I verified what I thought I'd seen and asked what was going to be done about it, since this was one of the 'bumper-to-bumper' items. Only then, did they reschedule a subsequent appointment to replace the oil pan, oil, etc. under the terms of the warranty. One week later, this would have had to be done at my cost.
You may ask, why is my car back with them again after this experience. Well, this was beyond my control. My car was sent there since it is the closest dealer to a body shop that was recommended by my insurance company (USAA) after a fender bender. An airbag light would not go off after the majority of repairs were complete, so the dealer received the car without my agreement or knowledge. It is now 9 business days after they have received my car, where I was first told that the part should be in '...in a couple of days...' I agreed to call in 4 days. They agreed. On the 4th, 5th and 6th day, I was told that the part was not in. (By the way, it was their position that the car COULD NOT BE RELEASED to me because this is a 'safety item'). On the afternoon of the 6th day, I was told that the part was in and they would call me when they were finished with the short installation. At 3:15 on the 6th day, I was told '...THEY sent the wrong part with the correct label affixed on the outside...'. At this point, a reasonable dealer would have bitten the bullet, thought about future customer relations and referrals and agreed to offer a loaner (Yes, I do have a Daimler/Chrysler extended warranty) to offset the inconvenience caused by the lenghty delivery time and the overall failure of the organization. But what was apparent was that this was not their fault, and not only was no loaner offered after I made the request to the dealer, but also by request back to them through the NATIONWIDE CUSTOMER SERVICE at DAIMLER/CHRYSLER. The nationwide customer service representative was nothing more than a front for the decision that the dealer had already made. Do you think that my registration for the extended warranty provided a registration in the DC database? No. Until 'I' retrieved and provided my Vehicle Identification Number and proceeded through the Name, Address, Phone, information, I did not exist in their files. What would have happened if I had been calling to institute a warranty claim? Who knows.
Reggie
Stone Mountain, Georgia
1 Updates & Rebuttals
wanna help
san antonio,Texas,
who's responsable
#2Consumer Suggestion
Wed, September 25, 2002
Reggie, Hear me when I say I feel your pain. For I too have been in the same fix, althought a lot of dealers are not empathetic to the needs and concerns of the customer and do a lot of the things you say. You must understand in the situation you describe the only thing they may be guilty of is the parts delay and not caring about your needs. Now on to the issue at hand your warranty does cover rentals or loaners in the event of mechanical breakdown. Unfortunatly you state your car is in shop due to a fender bender not mechanical breakdown. I know this is not want you want to hear but its true. That does not mean you warrantyis a bad one but i'll talk about that later. On to the loaner you stated usaa was your ins co (good)I'm a usaa member also. call usaa talk to your claims ajuster they will provide rental if you have a rental rider on you policy if the collision was the other drivers fault thier ins co will provide rental. Also when talking to your ajuster tell her your getting the run around from the dealer, they can put pressure on the body shop to get things done. Also usaa does not require you to take your car anywhere specific for repairs if the body shop told you they had to take it there because it was the closest they misinformed you and may have some sort of referral they recieve from the dealer. USAA would like to know and they care how you were treated by a company they referred. OK now about warranty- extended warranties have value and should be considered but you must DO YOUR HOMEWORK!!!!!!!!!! two types of policies excultionary(the good one) and listed(bad ones) warranty companies are plentiful some good some bad. Do research I personally buy the manufacturer's exclutionary policy for example on my ford I have ford PREMIUM CARE signed wanna help
