We have a Dodge Hellcat. The car just stopped a couple weeks ago. Engine runs but car won't move in any gear. Just grinds. We had the transmission replaced at another dealer a year ago at 5400 miles. We now have 13,000 miles. I call this dealer for an appointment and it's 2 weeks out. I'm not in any big hurry so I say fine. 2 days before the appointment I get an email saying my service visit was cancelled. I called the service writer and he confirmed my appointment was gone. He said they are having email issues.
The car was towed into this dealer. The lot is so small the tow truck could barely get in. There is absolutely no parking anywhere around this dealer's service area. But, they have row after row of 70K plus Hellcats and Trackhawk's lined up as far as the eye can see. I pulled into the tiny "quick lane" since I was only supposed to only be dropping off my keys. A guy comes out and says I can't park there in a real nasty tone. I asked where I was supposed park, since there was no parking and he shrugged and walked away.
I then waited a good 15-20 minutes for the service adviser to get off a call while two others are sitting there doing NOTHING! He finally gets off the phone and asks for my keys. He starts walking towards the car and I follow him out. He asked me what the issue was and I told him, it won't move, just like I had done twice before on the phone, and while he fumbled around getting it into the computer a few minutes earlier.
He gets into the car, starts in up, and looks up at me from the driver seat and says with a condescending tone, "Were you racing it? Where you driving it fast? Where did it happen and how fast where you going?" I was completely flabbergasted. They will quickly sell you a 700 HP 70k car, with a warranty, then have the audacity to ask you in a snotty fashion if you "race" the car or drive it fast? Did I buy a Hellcat or a Prius? I don't race and if you saw me, you'd likely laugh that the question was ever asked. After another 20 minutes fumbling with paperwork because I tried to add an inspection and oil change which I quickly recanted, I get ready to leave . He tells me "we're not a big dealer like xxx, it will take longer" The last dealer took 6 weeks to fix my last problem!
After getting home and becoming more and more frustrated I called another tow company and paid to have it taken somewhere else. I called the service adviser to tell him that I was having the car removed. He asked why and I told him (not very nicely, but not cussing). In fairness, he did apologize and tried to explain those are questions that FCA (Parent company of Dodge) requires. I have ties to FCA and I know that is 100% inaccurate. For a big job FCA requires the dealer to download the PCM (car's computer) data and send it to FCA to verify it was not modified. They will often ask if the dealer observes any aftermarket parts before authoring the warranty work and may ask for pictures.
What's sad is as long as FCA approves the warranty work, the dealer gets paid. The dealer does not eat any warranty costs. This was simply a case of a nasty representative/dealership trying to push around a customer they think is uninformed. AVOID!!!