On August 1st 2016 I dropped my 97 Jeep Grand Cherokee off at Edd Kirby's Adventure dealership in Dalton, GA to have a ruptured front brake line and defective emergency brake repaired. I was told by their service advisor, Carlos Oveda, they would get my vehicle in the shop within a day or two and he would call me with a quote for the cost of repairs. I received no calls after four days so I attempted to call Carlos at the number he provided me with. After going through the most disfunctional phone menu system ever, I was finally able to leave a message at the service department. An hour or so later Carlos called me back and told me he would get my Jeep in to be looked at the next day. This was the first of several times I was forced to keep calling because I was not contacted after several days of the initial promise.
Over a week and a half after dropping off my Jeep, I called and asked to speak to a service manager because I still had not received a quote. I was connected with Kelly Chapman, the Assistant Service Manager, who assured me that my vehicle would be looked at immediately. On August the 16th, I was contacted by Carlos and told, due to liability issues, they would only repair my Jeep if all the brake lines, rotors, calipers and related components were to be replaced at a cost of $921 for parts and $2,032 for labor, also demanding that I pay the $921 for parts as a security deposit or they would not begin repairs. I was absolutely in shock because I knew it was not necessary to replace all those parts. I had no other choice than to agree or I would not get my vehicle back; and I could not go there, put it back on a trailer, and bring it to another shop due to the vehicle not having brakes.
After being promised that the Jeep would be finished at a certain date several times, my Father and Brother In Law had to go to the dealership in person to demand that it be worked on and finished. Kelly Chapman was rude to my Father and offered up several ridiculous excuses as to why the vehicle had not been finished. When I called to pay the remainder of the balance for repairs, I was asked to pay over $750 more than the balance I was quoted. Upon speaking to Kelly Chapman about this, she stated that both she and Carlos Oveda had informed me of these additional charges; and the phone conversions stating such were recorded. This was a complete fabrication and an attempt to fleece me for even more money. I asked to hear the recorded conversations and upon that was transferred to speak to the Service Manager Hank Wilson, wherein I was sent to voicemail. I had to call back again, wait for Kelly Chapman to confer with Mr. Wilson and was finally informed that I only owed the original amount quoted so I paid it, completely disgusted with the whole situation. The Jeep had been there almost a month before I was able to pick it up.
Upon picking the vehicle up the following day I found the brakes were not fixed properly: the pedal was "spongy," slow to respond, and they had not fixed the emergency brakes. I had been totally ripped off, taken advantage of and left with a dangerous vehicle to drive. I have lost sleep, been through torment, anguish and have wasted a ridiculous amount of time calling and waiting to be called back by the people I have aforementioned only to be left with a vehicle that still needs to be repaired; and I refuse to bring it back and be put in the same position to be ripped off again by Edd Kirby's Adventure Service Dept. I would not only, not recommend this dealership's service, but I hope someday they all have to experience what I have as punishment for what they did to me.