Complaint Review: Team Dodge of Stone Mountain - 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