My Review Of Fair Oaks Chantilly Chrysler Jeep Dodge RAM:
I purchased a brand new 2013 Dodge Ram 2500 Power Wagon in June 2013 from Fair Oaks Chantilly Chrysler Jeep Dodge Car Dealership. During the test drive, I noticed alignment issues, the steering wheel was off center and its play was off, and a constant clicking noise when i would veer left or right. The salesperson told me that this wasn’t a big deal, that I could return the next day to adjust these minor issues. I ended up purchasing the truck because as a prior Dodge Ram owner, I was confident in the quality of this vehicle. The following morning I returned to have the service completed on these issues. The service advisor, Walter French, said that he would fix the alignment during the first 3,000 mile service check up. I agreed with Walter, and did not have these issues corrected, and decided to wait until my 3,000 mile service check.
Around the August, at the 3,000 mile service check, I requested an oil change, alignment, tire rotation, for them to look in to the previous issues which included the steering wheel being off center and issues with the wheel play and the clicking noise. The navigation system was also freezing up. When I returned a few hours later, Walter said that everything was completed and that the clicking noise was normal. This was disappointing to hear, especially after the salesperson and Walter told me that this would be corrected. After being told that I’d have to accept the odd noise with my new vehicle, I decided to research this further. Through my peers and online research, I learned that this clicking noise is actually not normal, especially for a brand new vehicle. Furthermore, I found that the alignment and steering wheel issues were not corrected, the driver’s seat cushion was now making an odd noise, there was still the clicking noise when I drove, and my navigation system was still freezing up, so I returned on September 4th.
On September 4th I requested that the steering wheel be centered, navigation corrected, driver’s seat cushion looked at and I personally showed the technician the ongoing clicking noise during a test drive. I waited 3 hours for the repairs (I requested a loaner vehicle but was told that I wasn’t eligible, even though my car was under warranty). Again, the clicking noise was not corrected, in fact, the technician noted on the invoice that he did not hear it during a test drive for 7 miles, despite my personally showing him when I dropped the vehicle off. The driver’s seat cushion was fixed and the navigation was corrected via software update, but the other issues (steering wheel off center and wheel play, alignment, and clicking noise) remained. I called the service desk and was told that these problems could be addressed at my next oil change in October.
Not wanting to wait too long, I returned before my next oil change to address the ongoing issues previously mentioned, as well as a new problem with the loosening trim on the front of the vehicle. At the end of the service, I was told again, that everything was satisfactorily completed (steering wheel was lubricated) and that the technician did not hear any clicking noises. I was informed that the trim would have to be corrected by Chantilly Auto Body, a nearby auto body shop. I found it odd that I was being told to go to a subcontractor to the dealership, but proceeded anyway. I wasn’t given a loaner car, despite my car being under warranty, and had to make arrangements to be picked up. Chantilly Auto Body fixed the trim and I picked up the vehicle the next day.
My next oil change was on October 29, as usual, I asked that the steering wheel issues, alignment, and clicking noises be addressed and was told again, that the technician test drove the vehicle and saw no issues. At this point, I grew frustrated and asked to speak with the Service Manager, who scheduled an appointment for me with Michael Peters, a Service Advisor for November 4th.
Before my meeting with Michael, I noticed oil dripping after my recent oil change, my radio and navigation screen were beginning to freeze again, and now the trim was coming off of the rest of the wheels. Michael told me that the oil filter was loose from the prior changing and that it needed to be tightened and cleaned up. Michael said that the alignment issues were due to tire pressure and had them fixed (although this repair did not last). He told me that the trim would have to be repaired by an auto body shop. This time, I mentioned that I did not think it was right for me to take my truck to a third party, and that it was really their responsibility. Michael agreed, and I was provided a truck for seven days. Unfortunately, Fair Oaks Dodge did not purchase insurance from the car rental, and I had to pay $192 out of my pocket for this coverage. On my drive home, I noticed again, that my steering wheel was off center, and that they wheel play was off. I also heard the clicking noise, but the navigation and radio screen was updated and functioning again.
I called and made an appointment in January for the clicking noise, steering wheel issues, oil change, and tire rotation. I waited 4 hours for this service. Michael told me that all of the issues except for the clicking noise were addressed and that I would have to come back at a later date to address the ongoing issue with the noise. Frustrated again, I escalated my issue to Chrysler Customer Assistance Center and gave them the history of my issues with this truck. I was given a case number, 24495168 and I was told that they were going to follow up with the Service Manager to take care of this issue. I was given a date of February 7 to test drive my truck with a technician so that they could hear exactly what I was hearing. The technician finally heard the noise that I have been hearing for months and I was scheduled for an appointment the following Monday, February 10. I was told that Fair Oaks Dodge needed my vehicle for 2 days and that I would be provided with a rental. This time I requested a truck since I am a contractor and need this type of vehicle to work. I arrived at the rental company and the truck was not ready. I was told that they were expecting me 3 hours later, but that they would have the truck ready for me the next morning at 7:30. I arrived at 7:30 the following morning and again, no truck was available. Again, I require a truck for my every day work as a contractor and this was very frustrating for me. Not wanting to deal with the rental company, I kept the sedan. I contacted Michael the following day for a status on my vehicle and was told that he would “call me right back” but he did return my call and I had to follow up with him the next day. At this point, I was frustrated with the fact that I was promised a loaner truck and provided with a sedan (which I have paid $40 for), and it is now day 4 of my truck being repaired.
I have been a loyal customer of Fair Oaks Chantilly Chrysler Jeep Dodge dealership and have referred my friends and family to them for years. As a prior Dodge Ram owner ( a used vehicle that I had no issues with), I am appalled at the ongoing issues associated with this brand new vehicle and even more disappointed with the service that I have received. There has been zero accountability on the service department and management, no focus on quality and customer service is absolutely non-existent. I believe that I was sold a defective vehicle with systemic and ongoing issues that no one at this dealership can seem to repair.
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