Covert Chrysler Dodge Jeep Ram

I am a truck fleet manager for a commercial sports field construction company in Texas. We have 75 units that range in year model from 2021 to 2026. These trucks are all Ram 2500 6.7 cummins diesels. We use construction company in Texas. We have 75 units that range in year model from 2021 to 2026. These trucks are all Ram 2500 6.7 cummins diesels. We use Enterprise Fleet to help manage this fleet. One of my field guys took one of these trucks into Covert for service due to a check engine light being on. A service advisor there by the name of Neil Mitchell received the truck from my guys that dropped it off as our home office is in Ft Worth. I called Neil after the truck was there for approx 2 days and left him a couple of voice mails. I also called back after a little while of not receiving a call back and asked the cashier or receptionist to give him a message to call me back. I never heard anything back that day. So i tried again several times the following day and then after still not receiving a call back i commenced to leaving a voice mail for one of the service managers. I never received any call back from that manager. I then sent a general email to Coverts online chat system on their website. I did get an answer back fairly quickly and it was from an internet sales person if i remember correctly and they said they would reach out to let service know i just needed a status update on our company truck. Finally i get a call from Neil after all of that and he wanted to talk over me and argue with me. So i just said look … please just give me an update every couple days so i know whats going on with our truck. I informed him that i was a service advisor myself for 25 years and the number one job for an an advisor to do is to communicate with the customer… its also the easiest part of the job in my opinion. It only takes a couple minutes to call a customer and give them a quick status update. I am a reasonable person especially after writing service for 25 years. Customers can be very difficult and unreasonable at times so i try and be patient and understanding when it comes to someone that does it for a living as I did. Being a large company i do not expect a call every day but certainly at least every two to three days is reasonable. Honestly when they train you to be a service advisor they recommend to call every customer two to three times a day. I think that is excessive but customers do certainly appreciate it when you do communicate that often. After about a week of the truck being there i reached out yet again because i hadn't heard anything from Neil. Without getting to much further in depth here the truck was there for almost a months time. All that was needed was the SCR catalytic converter to be replaced. I feel i was deceived in several of Neils updates and also when i asked him several direct questions via text about the factory warranty period on the SCR catalytic converter and also another question about the part coming out of Chryslers Romulus Michigan parts distribution hub he just completely ignored those questions and never answered them. I know this dealer doesn't want things done this way… no dealership does. So I'm not calling out nor questioning the integrity of Covert Chrysler Dodge Jeep here except in that they need to deeply look into the antics and handling of customers that Neil Mitchell comes into contact with. I guarantee i ain't the only one. Also they need to ask the service manager that i left a message for why he never called me back. I left him a detailed message about not getting any communication from his advisor, Neil Mitchel. If you are a customer and find yourself here at this dealer for service for whatever the reason i would highly recommend asking for another advisor should you fall into the hands of this Neil Mitchel. Unless you don't care about being communicated with and don't mind someone being deceptive and possibly arguing with you and talking over you. More