I scheduled an appointment online to which I got a response and an appointment in two weeks. In the online appointment, I explained what I'd like to have done, including my 5 year inspection for lifetime warranty. I even offered to leave it for a few days. I assumed someone read these. I assumed wrong. I dropped the vehicle of to the individual from whom I received the confirmation email for service (i realize it was an automated response, but I assumed they, at least, read the information provided. And it had Marcus' name, not a generic service account). I had to explain again everything I wanted. I asked for a recall issue to be addressed specifically, in addition to some other work. I found it curious I had to explain this all again, but assumed he was just making sure I didn't have other things to look at. I was told I would have it by 2:00. i said fine, but mentioned they could have it, if needed for a few days. He said he didn't think that was necessary. I waited for a two hours, with a family member who also had an appointment. We had to approach Marcus to find out their car wouldn't be ready and mine would still be ready at 2:00. They did find out a TSB on the transmission that the folks didn't find the last time. So, that was good news. Marcus should have approached as soon as he knew things had changed for the person I was with. So, we took the shuttle home. I got a call at 1:15 to come by. I was then told that one of the main reasons I had my vehicle in wasn't truly on recall. I was told that I only wanted recall work done and that I had only "mentioned" the issue. Wrong. That was the primary reason the vehicle was brought in. If it wasn't under recall, he should have told me immediately, not 5 hours later. In fact, it was documented in a service appointment request that they didn't read. If it's an issue and not a recall, I'll take it up with Chrysler. To find this out hours later is unacceptable. And, they hadn't even started on the transmission issue that they said was warranty and the part was in stock. Marcus told me he had the part and would have it ready. It wasn't until I got there at 1:30 that he told me it wouldn't be until Monday. Yet, they hadn't even started the repair. Something is not right. No follow-up. He then admitted that they "don't get the emails" that are sent for service appointments online. Then why is that an option? I asked to speak to his supervisor, John. Marcus said he would get him. I waited 15 minutes outside and he never showed. I watched through the window as John approached Marcus minutes after I made the request (although, at the time I didn't know who he was). He never came outside. I walked in and put my number on the desk and asked Marcus to have John call me. He said, "this is him here, he'll be with you shortly". Absolutely a stone wall tactic. If these guys had been upfront and provided information this could have been a positive experience. Instead, they were only interested in getting the vehicle in the shop. Poor communication. I had to spend an entire day (8:00-3:00) there for work that wasn't done....or even started...other than an inspection and a bracket replacement. I'm heading to BBB, as it's been hours and I still haven't received a call from John. I'm beginning to think I won't. Hopefully, this is a one-off experience. I have a feeling it isn't. Guys, going forward, how about reading your emails and providing feedback to your customers immediately. Don't wait for them to contact you. I expected more. I'll have the warranty work performed at a competitor and I will write a letter to Chrysler and file a complaint with the BBB.
***Update: 4:40. After filing this review and making the general manager aware of this issue, I got a call from John. Hardly customer service. You have to force their hand to get a response or information. But, full disclosure, they called and I told them I'd wait to hear from someone higher. I tried twice to talk to John and was ignored. I think I'll wait to see what his supervisor says.***
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