On Fri, 7/8, I provided full details of all problems related to my need for repairs when I spoke to service manager, Charles, on the phone. Shortly afterwards, Lisa (non-mechanic working at desk) called to interrogate me about my car repair problems. I told her I gave Charles all of the details. She demanded that I give her all of the details and I asked if she had spoken to Charles. She was clearly upset and abruptly ended the call.
On Fri, 7/8, I dropped off car and met Charles, who said it might be looked at on Sat, 7/9 or Mon, 7/11. Nicole processed my paperwork on Fri, 7/8 and said she would contact me with a price on a separate Parts item I wanted to purchase. On Mon, 7/11, I called Nicole and she said my car had not been looked at. She said it might be looked at on Tue, 7/12.
On Tue, 7/12, Lisa called claiming my car "might" be looked at on Wed, 7/13. I reminded her that my car had been there since Fri, 7/8 and she claimed they were swamped. I asked for Charles, but Matthew, a different service manager, came to the phone. He apologized after realizing my car had been there since Fri, 7/8 and said it would be looked at that day, Tue, 7/12.
On Fri, 7/8, Parts gave a quote for parts and Lisa said my total for parts & labor would be $884.52. On Tues, 7/12, Lisa called and said I needed to pay $1,087.99 upfront before they begin work. I reminded her she quoted me $884.52 on Fri, 7/8. She paused for a minutes and then said it would be $884.52.
On Wed, 7/13, I asked about the separate parts item I asked Nicole about on Fri, 7/8. Lisa put me on hold and returned with a price of $48.90. I told her Parts had quoted something in the $20+ range a few months prior, but I could not find it. I told her there was no way the item would double in price in a few months. She claimed that was the price. I phoned four different Chrysler dealerships who quoted me $17.95, $21.90, $24.30, and $27.41 for the same part. I asked on Parts guy why a dealership would charge $48.90 for that part. He laughed and said the dealership who quoted me double the price was trying to make a large profit.
On Wed, 7/13, I phoned the GM (John) to complain about my lack of trust with his dealership and shady service. I told him Service kept trying to swindle me by claiming prices were higher than originally quoted. John did admit that dealerships have the discretion to change their prices if they want to help customers. (Obviously, the opposite was happening to me. It appears that Lisa was trying to swindle more money from me. I'm guessing it was due to her having a negative attitude about the initial conversation.) John was helpful and came across as an empathetic and concerned dealership manager. He stated he valued integrity and repeat customers more than trying to swindle money out of a customer. John said he would speak with Service to determine what was happening and call me back. He called back as promised and agreed that my repairs were so extensive that it probably was not worth me investing in. We agreed I would not proceed with the repairs. I asked for his assistance in finding an affordable replacement car. John said he would have a salesman call with affordable purchase options.
I would give John P. a positive review, but those unscrupulous reps he has working in Service are clearly making his dealership look bad! I would even give Charles and Matthew a positive review. My problems were directly related to dealing with Lisa and Nicole. As long as those two are working in Service, I will not return and I will advise anyone to AVOID SERVICE at Safford of Winchester!
On Wed, 7/13, after my conversation with John, Nicole calls me rattling off all of these problems my car has and how I needed to get started on the repairs. I stopped her and said I had already discussed my repair issues with two different service managers and I had already told Matthew, John and Lisa that I was not proceeding with repairs. Again, Nicole and Lisa are Service desk reps - not mechanics!! I told Nicole someone was supposed to call and tell me how much I owed for the time my car had been there. Nicole told he I owed $175 for 1.5 hours diagnostic services. I told Nicole that on Fri, 7/8, she told me my diagnostic charge was $110. She paused a moment and then said, "your total will be $110."
BEWARE!!! I must wonder if Lisa and Nicole work on some sort of commission. These two are lying and swindling Service desk reps who have probably swindled money out of unsuspecting customers. If you speak to either of them, WRITE DOWN every amount they tell you. I can bet money that the price will be higher when it is time to pay!