I live in Spanish Springs, but I had to use Carson Dodge due to circumstances beyond my control. Their service department needs some serious service. I dropped the car off on a Friday evening so they could diagnose the issue and get me a cost estimate for repairs first thing on Saturday. I got a call Saturday afternoon with the estimate and they let me know they would need to order the parts. So, I paid for the diagnostic and parts which they said would arrive by Tuesday and that as soon as the parts were in, they would call me to set the appointment to do the repairs. So, no one called Tuesday, or Wednesday, or Thursday, I had to call them. The parts had been in for two days just sitting around and no one called me. I figured this was a slight oversight, no big deal, and left it at that. I set my appointment for two weeks later on a Friday and was told at the time I would need to leave the car for 3-4 hours. I received an email and phone confirmation the day before the appointment and was again assured it would be ready in 3-4 hours from when I dropped it off at 11am. So, I show up 10 minutes early, drop off the car and take the family to Virginia City for the afternoon to have some fun. We come back at 3:30 and not only is the car not done, but no one has even started on it. NOTHING had been done. Jon in service called the tech over who was supposed to be working on our car and he said that it would take him an hour to an hour and a half to do the job once he finished one he was already working on. I asked Jon why my car hadn’t been touched as we did have an appointment and I would have thought that 4.5 hours for a job that takes less than 1.5 hours would have been enough and he told me that the appointment time is just for the write up. What was there to write up? The issue was known, the parts on hand, all that had to be done was install them! He said he would pull someone from another job to get it done ASAP, but I had to go home. We had planned our day based on that car being ready on time and it wasn’t. Jon called at 5:30 to let us know that the car was done which told me two things. One, if I hadn’t been unhappy and told them so, my car wouldn’t have even been ready until the next day. And two, the appointment time does not mean a thing as it still took 6.5 hours to do the 1.5 hour job. When I left I let them know that they needed to do something to make it right as they had inconvenienced myself and my family by making us make yet another trip out to Carson City from our home in Spanish Springs. Their solution was an oil change and a car wash in Carson City that expired in one month. What good would that do me? Why would I travel an extra 80 miles for an oil change I am perfectly capable of doing myself? It would actually cost me more in gas than what I would save in doing so. I let them know that they needed to come up with something else that was acceptable to me and took into account where I lived and they have not said a thing. The work that was done was fine, though I am sure Reno Dodge could have done the job just as well, but their service department is a complete mess. If you take your car here, do not expect it to be fixed the same day even if you have an appointment because it will not be.
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