When we moved here to Vancouver from out of state 1 1/2 yrs ago, we wanted to continue having our 2006 Town and Country serviced at a Chrysler dealership service center, as we had been accustomed to. We looked Dick Hannah up online and then read the online reviews. They stunk. We didn't want to go near them. We were very dismayed, as our previous dealership gave us excellent care and service. So, we took our business to a local shop for general maintenance--oil changes, tires, winterizing, etc. Last week, our van died, and because we purchased a very expensive extended service warranty when we bought our vehicle, BUT didn't want to use their service center, we called the warranty service and asked if we could use a different mechanic service that we felt comfortable with and explained to them why. They turned us down, as per the service agreement. Sadly, our experience with Dick Hannah validated the bad reviews we had read.
To begin with, the silver team rep who handled us never even looked at the maintenance sheet, even when he went over the paperwork with my husband. He hadn't been able to identify what had caused the van to die, even after keeping the van for 3 days trying to figure it out (per our request). His team did repair the sliding door motor and lock that were not functioning correctly, though. When we took the van home, I looked at the paperwork as I put it away and noticed that the maintenance sheet had the "replace air filter" box checked in the needing immediate attention section and was also noted in writing in the comments section. I called the service tech and asked him about it and he apologized profusely and said that missing that was his fault. My husband replaced the filter at home, but the van still made an odd sound, so the next morning we drove it back to their service center. The tech wasn't there, but another team member was. She got one of the mechanics to listen to the noise and answer our questions. He told us the air filter could easily have caused the issue with the van stalling, but offered to check over the van again if I wished. I asked him to please do so, which he did. Thankfully, he couldn't find anything else wrong, and the noise we heard he deemed as normal.
The service tech who helped us the day we took it back for the second time said she would try to get the van taken care of as quickly as possible, and knowing that my children, whom I home school, had several classes that day, offered to send the shuttle to my house to give me a ride back to the dealership to pickup my vehicle by 12pm. When she called my house at 11:35, I missed the call due to the baby, but returned her call within 10 min to verify that I still needed the shuttle. I couldn't ever reach her directly, and she never returned my phone call. Over 2 1/2 hours, I called 5 times, trying to set up the shuttle, and then to find out, over and over, if it was still coming and when it would arrive because it was more than half an hour late, then more than an hour late, and then finally to cancel it when my children had missed their class times and it was too late for me to run my errands. Everyone I spoke to was very kind, and very apologetic about every issue we discussed. The original service tech who had helped us even called the day after the missed shuttle and apologized again. All of the apologies were professional and appreciated by us. However, apologies don't qualify as service. Their staff wasted our time multiple times during the course of the 5 days we left our van with them, especially on day 5, and had the air filter issue been addressed originally, we would not have been back to have the van rechecked on that day. We sent the Dick Hannah Customer Service Dept. a letter very similar to this review and received an email in response, but it was so poorly written that it was indecipherable.
We rated our overall experience with them at 2 stars because their employees were kind and apologetic and seemed to care that we encountered so many problems. We realize that sometimes people have off days, and have decided we will probably try their service center one more time before permanently taking our business elsewhere. We hope that our next experience with them will be better than our first.