Joey Hobson

Excellent customer service Let me first say we initially gave a not so good review for this dealership. However....all our issues were addressed and taken care of beyond our ex Let me first say we initially gave a not so good review for this dealership. However....all our issues were addressed and taken care of beyond our expectations. This dealership is all about customer service. I would recommend them to everyone and they will continue to get my business for years to come. More

by Cnacton Verified Customer Verified Customer

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Bad service. I am reporting this dealership to the BBB. Bad service and communication and owner does not return calls or emails, claims he was too busy. I am reporting this dealership to the BBB. Bad service and communication and owner does not return calls or emails, claims he was too busy. More

by lacton Verified Customer Verified Customer

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Incompetent and Scandalous This is the absolute worst service department I have ever used!I brought my Ram 2500 Mega Cab in for a tire rotation, alignment check, complete 2 reca This is the absolute worst service department I have ever used!I brought my Ram 2500 Mega Cab in for a tire rotation, alignment check, complete 2 recall items, and to inspect the breaks because there was a squeak. They rotated the tires however did not adjust the pressures (front and rear tires run different tire pressures). I was told they inspected all 4 brakes and conducted a 21 point inspection and the truck was in excellent shape. They completed a recall to the parking gear, however they were still awaiting parts for a water pump replacement (2nd time it had come in for this particular recall). I was told that my truck alignment could not be completed because it was too big (they sell the same truck and had a different one on the rack when I dropped it off in the morning, lies). Because the shop was closed the following day and the tire pressure needed to be adjusted, the brakes were still squealing, and the alignment still needed to be checked, I took it to Plaza Tires on Grindstone PKWY (GREAT SHOP, HIGHLY RECOMMENDED). I explained to them the previous days events and they took it in for an inspection and to complete the work. Within 15 minutes I was called to come to the shop and that there was a problem. I returned and the mechanic explained ed that the rear bearing seal on the passenger side was completely blown apart and grease was being sprayed in to the brakes causing the squealing. I had the truck inspected less than 24 hours previous at Machens for the same issue and was told my truck was in excellent shape! This failure could have caused my rear passenger wheel to seize while driving! I took pictures of the wheel hub and the brakes and had them complete the rest of the services which went without a problem. I returned to Machens when they reopened the following week and spoke to their acting general manager who was apologetic and called the service representative to come look at the pictures. He then promised that they would "make it right" and replace the seal and all the brake pads, inspect the brake surface and repair it if needed, and make sure the truck was fixed properly. I left my truck at the shop and was told it would be ready the next day. The next day I waited and did not receive a call so I called the service department, I was told that everyone had already left for the day and my truck was not complete. The next day at about noon I was told to come and pick up my truck. When I arrived I was greeted with a very short "your paperwork is at the cashier, everything is done". I went to the cashier and I read through the paperwork, no ser ice department personnel attempted to explain any of the work completed, and the cashier didn't have any answers to questions I had. As I read the work order I could see the seal had been replaced but no other work had been performed. I took the paperwork to the service desk and asked what had been completed. It was co formed they did just the seal. I asked about the brakes and if they were replaced or repaired, and I was told no, they dont feel it was necessary. I explained that bearing grease was super heated on the brake surface and ground in to the pads and I was promised they would be replaced, the service representative said no we aren't doing that and called over a mechanic. The mechanic said he cleaned the brakes and that was all he was told to do. I asked to speak to the service manager and a woman approached very angry and said that the brakes aren't included under the warranty and that they would not replace them. I explained to her that I had spoken with the GM and because the cause of the brake failure was that a warranty item failed and that the brakes were damaged and a result that they should be covered. She said that's not they say it works. I asked her that if it had been my transmission that cracked and leaked all the fluid out, would they simply replace the transmission and not add oil because fluids aren't covered by warranty? She said got visibly angry and said again that they weren't going g to fix my brakes. I asked if I needed to call the corporate office , the Service Manager, the Ser ice Representative, and the mechanic all bust out laughing, and said "corporate doesn't care about you!" I was furious and went inside, this time the new GM was standing alongside the previous acting GM, I explained what had happened and he was upset. He asked that I wait for him to return. He went to the service department and returned about 10 minutes later. He said please drop your keys at the service desk, the promised repairs will be done as quickly as possible. Within an hour I was called saying the brakes were changed and to come get my truck. I returned, no one in the service department would make eye contact. I was directed again straight to the cashier where my keys were waiting. I didnt read through the paper work this time I just got in my truck and left. My brakes are still squealing. Jump ahead to the recall that was never corrected (faulty water pump), I go to start my truck and hear a loud banging under the hood, I immediately shut off the engine and sure enough the water pump had seized, the belt had come apart and damaged a cam shaft sensor and well. Thanks Machens for proving your reputation as a horrible service department. I called the corporate office, explained everything, and corporate paid to tow my vehicle 38 miles to Capital City Ram for the repairs. Do not trust Joe Machens Ram for any service. They are incompetent and untrustworthy. More

by mattpeeples78 Verified Customer Verified Customer

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