Reason for Visit: Service
I recommend this dealer: No
My Review of Snethkamp Dodge:
The truck was completed on Thursday, August 9, 2007 and my husband and I arrived at Snethkamp Dodge to pick up the vehicle around 5:30 pm.
I parked my Jeep and went to get into the passenger side and saw a white line (not solid) all the way from the front of the truck to just past the rear tire. There were also marks on both door handles and the mirror.
A blonde woman came over and looked at the truck and asked the mechanic that worked on the truck to come out and the young man that brought our truck out to us to come out. The mechanic admitted that he had not seen the mark on the truck when it was on the lift. The blonde woman told us the service manager, Tony Smith, had to look at the vehicle and to bring it back in the morning.
I took the truck back to Snethkamp at 7:30 - 7:45 am on Friday, August 10, 2007. Tony Smith was standing behind the desk looking at a document and/or pc screen. Without looking up he asked if he could help and I explained who I was and why I was there. Again he didn't look at me and waited a few minutes before turning and heading to the door. He then said we should go have a look.
While looking at the vehicle, Mr. Smith commented that he did not have anything that tall to make the marks on the door handles. After a few minutes and rubbing the marks with his thumb, he stated they could buff it out. After a few minutes, Mr. Smith offered a car while they buffed out the vehicle.
Approximately, 10:30 - 11:00 am, my husband received a call from Mr. Smith stating that the white marks were not made while the truck was at the dealership. Mr. Smith claimed the marks on the door handles were from a tree and that the white marks could not have come from the dealership as they had nothing on site that could leave the mark on the truck.
I arrived at Snethkamp to drop off the rental car and pick up the truck. Mr. Smith then retreived the keys and waved me outside. Mr. Smith showed me where Snethkamp had wiped off the white paint, you could still see the mark on the truck. He also showed me how they had managed to clean the door handles and the mirror. Mr. Smith also stated again how this did not happen at the dealership. I told him that I would be filing a formal complaint and Mr. Smith summoned Tony Sasso to come speak with me.
Mr. Sasso came up and introduced himself. I explained how I felt insulted by Mr. Smith implying that I was lying and insisting this damage to the truck did not happen at the dealership. I also told him how offended I was that Mr. Smith did not make eye contact, no attempt to an apology, or any other postive customer service attempt. I also explained to Mr. Sasso that we are honest people and if we damaged our truck we would call our insurance company and make a claim, not blame the dealership. Mr. Sasso showed me how they fixed the mark and even fixed one on top of the truck. He said the paint could have come from a garage or similar building and that the brown on the door handle was from a tree, it was bark. I am curious as to whether or not Mr. Sasso had a scientific examination done on the marks on the truck to verify his assumptions. He also stated that he believed that I believed that the marks weren't on the truck when we dropped it off, but that they had to be as there is no way possible it happened at the dealership. Mr. Sasso went on to say that it just wasn't possible that this happened while the truck was at the dealership and that he strives for customer satisfaction and believes the customer is always right, but that nothing happened at the dealership to our truck. He truly hoped that we would bring the vehicle back for future service and I stated that we would never bring our vehicle back for service at Snethkamp.
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