I explained my issue when I submitted the online form and again when I dropped it off on Saturday 8/11. I called Monday night for an update but the car wasn't ready. I called Tuesday night for an update and at that time they asked me what was wrong with the car. Really? I already told them twice (and when I received my final receipt, my instructions from the original online form submission were on there, so I know they had the information the entire time). This was lie #1 from John Smith and 4 days wasted so far. Also, they were getting ready to replace a part I had just replaced 3 weeks prior, so it seemed they had no idea what they were doing. I called Wednesday but again no update. I called Thursday night and was told they were getting ready to "pinpoint" the issue. Why are they trying to pinpoint the issue on Thursday night and not on Monday morning?? I had the first appointment on Monday at 7:30am and had scheduled it 2 weeks in advance, so it's not like I'm a big surprise to anyone. Communication had begun to drop off at this point because I told him I felt I was being ignored. It became nearly impossible to get John Smith on the phone after that. Other people started to lie for him, including Justin Cantrell and the receptionist Suzanne. We're up to lies 3, 4 and 5 by this point and 6 days wasted. Called again Friday and put on hold for another huge amount of time. Finally spoke to John and was promised my car would be ready on Saturday. Called Saturday, put on hold for 20 minutes. They then told me John had to go home for a family emergency (probably another lie) and that the technician Scott didn't show up for work that day (add that to the list of lies). Also, is Scott the only technician who can work on my car? Probably not. What if he was in the hospital for a month, would I wait for a month for him to return? I highly doubt that. At this point, it seemed as if they were holding my car hostage just to get back at me. Called Monday and Tuesday, waited on hold forever, lied to each day again. I can't count how many lies we're up to by now, but it's up to day 11. Finally, Wednesday came (day 12), I called and was put on hold by Suzanne saying there were a ton of walk-ins after she hung up on me twice and tried to send me to voicemail. I was on hold so long that I drove to the dealership while still on hold. When I walked in, there were zero customers in there, so now I'm 100% positive they are lying the whole time. Now, they say they are going to release my car to me, but I had to show up in person all irate for that to happen. Were they ever going to call me on their own to say that it was ready? Definitely not.
Of course, on the way out, my wife crashes into another customer's car. Now that John Smith needs my help, he comes to the phone immediately every time I call. How come when I need his help, he ducks and dodges my calls and has the staff and secretaries lie to me, but when he needs my help, he's suddenly all available??
I have never been so mistreated and lied to by one place in such a short amount of time before. I would have preferred to be told the truth and that I would need to wait than to have them make up a bunch of stuff and give me the run around for almost 2 weeks while I had no vehicle. They also charged me for an oil change I never asked for.
I used to be a loyal Jeep/Chrysler owner pretty much since I've had my license and had planned on supporting my local dealership for all of my future vehicle purchases and service needs, but after this experience, I will never come there for service EVER again. I will NEVER buy any cars there (hundreds of thousands of future dollars walking away right now). In fact, I am going to switch car brands because of this. When I spoke to the sales manager about my terrible experience, he said that they had recently cleaned house on the service side and I told him that they need to do it again as soon as possible. If it was my business, I would fire the whole lot of them without hesitation, including the Service manager who has no idea what is going on right under his nose.
I plan to post many reviews on the internet at every place I can find. I will tell everyone I come in contact with to never come there and never buy a car there and ask them to spread the word. I hope your dealership goes out of business.