I recently traded in my 2013 Dodge Citadel for a certified 2018 Dodge Durango Citadel from Carman Dodge. In my first 30 days I have now taken my certified truck back to the Carman Dodge service department three times and once to Firestone for service. Starting with the 2nd day after buying the truck. Then 9 days after that, (as the service department didn’t give me an expedited appointment), this was after telling them I just bought the vehicle two days prior. Great customer service.
The problem, severe front-end vibration over 55 mph, significant left steering wheel pull. So what happened? Carmen Dodge service department balanced the wheels and performed a wheel alignment. The severe vibration was gone, the left wheel pull was still there, still significant. I didn’t go a mile before turning around and bringing the vehicle back to the service department – 5 minutes. And once again more fast talking from the front-end sales manager and the service manager – bring the vehicle back and they would check it out again. Another 7 day wait. In the meantime, Based off my conversation with the service manager, I lost trust in Carman Dodge Service team. So, I took the truck to Firestone. The alignment was off, I paid for a lifetime alignment and a complete 50-point vehicle inspection. Oh from the inspection I learned I am going need tires before the winter.
So what happened when I took the truck back to Carman Dodge for the 5th time. I dropped it off at 10am and was called to pick it up at 3:30pm. I was told they did an alignment and 20 a point check. That was a huh moment and a why moment. One Carman Dodge did this on a certified vehicle I bought from them 30 days before. I never told them I paid for alignment, and had the paperwork to show what was done, including the 50-point vehicle check. Needlessly to say, the truck still pulls and is a difficult to drive. Bottom line is Carman Dodge service did nothing to fix the problem.
Carman Dodge never took my comments about the steering and the pulling seriously. Never checked the steering or the left axle where the pull was coming from. They never test drove the vehicle to confirm my customer complaint or to see if whatever they did fixed the problem. They performed three alignments, balanced the tires, and performed a vehicle inspection. As a long-time service advisor my question is why?
The question now is what I am going to do next. Carman Dodge has shown they can’t be trusted and their claims regarding certified vehicles and standing behind what they sale is just advertisement b.s.. Will Carman Dodge give me an equal replacement? Who knows. I know I am not going back to that service department again.