This is without a doubt the worst experience that I have
had with a dealerships service department. This is going to be a long review, because I want to make sure that I capture all of what was wrong with t
had with a dealerships service department. This is going to be a long review, because I want to make sure that I capture all of what was wrong with this experience.
My 2017 Ram 3500 Tradesman (Cab and Chassis), failed a DOT inspection due to the emergency brake being inoperable. The brakes were also squealing, so I asked them to check and if they needed to be replaced to go ahead and replace them. This was on a Tuesday morning (25 May 2021), I was told there was only one vehicle ahead of me, and I explained the urgency of needing the vehicle back as soon as possible. I was informed that they understood my situation and would do everything they could to accommodate.
THE GREENWAY EXPERIENCE:
Later that day I was told that the most likely problem was the emergency brake cables (this was a guess, based on information that I gave them from the DOT inspector), 3 of which needed to be replaced. Also, my truck needed a serpentine belt, oil change, rotors, and brake pads. All of the parts would be in by Thursday (27 May 2021) except the emergency brake cables, which would be a week. Since I was not doing anything, but waiting for my truck to be done, I offered to search for the cables. I asked for the list of part numbers needed and they “obliged”. I was handed the list of parts, which was almost immediately taken from me by the mechanic and handed to their parts department. That was the last I saw of that list. So, I went to AutoZone, told them the make and model of the truck and the requested parts, had them the next day, dropped them off at the dealership and continued to wait.
While I waited I noticed a 2021 Dodge Tradesman on the lot talked to a salesman, got approved, and told them when my truck in their service department was complete we could make a deal on the 2021 Tradesman. For the record I had no negative experience with the sales team. I checked on my truck one more time before leaving for the day, and noticed absolutely no work being performed. So, I left, disappointed, but still slightly hopeful that it would all come together. I called Thursday morning (27 May 2021), and was told they would have my vehicle ready that afternoon. I show up around 2 PM, and notice there has been very little progress. I ask what is going on and was informed that the ONE truck mechanic they have is on other projects, (keep in mind the only reason I settled on Greenway is because I was told there was only one vehicle ahead of me).
Thursday ends up being a bust, vehicle was not completed, but I was given Friday morning as the new completion date. So, Friday 28 May 2021), I get a call at 9 AM telling me that the cables I dropped off are the wrong parts. Almost a whole 48 hours after dropping them off, they finally put eyes on them to discover they are wrong. So now I’m pretty angry, I asked why they didn’t discover this issue 2 days ago, and was informed on their view of the order a truck goes back together, and how it was my fault for getting the wrong parts. I can accept my share of the blame however, I did ask for a list with part numbers which was given to me and quickly taken away. I then requested to have my vehicle put back together so I can go to a shop in Haleyville, who were confident that they could resolve the parking brake issue quickly. This is at 10 AM, so there was plenty of time for me to get to Haleyville and MAYBE have my truck operational the same day.
Upon telling them to reassemble my truck so I could go, I was then asked if I still wanted the serpentine belt changed. This came as quite a shock, since the truck had been there for 3 days already. Three days at Greenway and they still had not changed the Serpentine belt. Since they already had the old one off (they took it off on Tuesday 25 May 2021), I had little choice but to allow them to put the new one on, I was informed it would only take 45 minutes. I left to kill some time, came back an hour later to be told they had the wrong belt and the right belt was on the way. No phone call, they just waited for me to come back to inform me of this. I finally got a little rude with the service rep (Greg), who proceeded to put the blame on me for not knowing the order in which a truck is worked on, for bringing the wrong parts, and informed on the other trucks they have been neglecting to work on mine, (Again there was only one ahead of me, and they could have checked the parts when I brought them in 2 days earlier).
So, now it’s Friday afternoon, third promised deadline broken, and the belt is on my truck. Ready to pay and leave, I was then asked if I still wanted them to do the oil change….. The oil change that was brought up Tuesday had still not been done. Also, while changing the belt they noticed the idler arm was loose and they could replace it the same day, with no additional labor cost, but the part would be $250.00. I said, “No, give me my truck so I can leave.” They told me they would not be responsible for the belt if I didn’t change the idler pulley. At this point it was 4 PM on Friday and I had no hope of getting to the shop in Haleyville before they closed. I said “I just want my truck back”. I paid and left.
It cost me over $2700 for them not to fix the original problem and waste 3.5 days of my life. Essentially they replaced the rotors, brakes, and serpentine belt for $2700.00. They did knock off a whole $250.00 for my inconvenience. I do ask anyone who goes to a dealership service department to check with AutoZone or any other parts place before agreeing to the service department price. The $300.00 brake caliper they charged me for is $80.00 at AutoZone. The $250.00 Idler arm was $90.00 at AutoZone. I did ask them why there was such a huge difference in price for the caliper, but they deflected and tried to change the subject.
The shop in Haleyville discovered that nothing was wrong with the brake cables. The problem was that whoever put the parking brake shoes in previously, put them in backwards. This is something that Greenway could have discovered if they would have taken the time to LOOK and not guess. So for the shop at (6729 County Hwy 34, Haleyville, Al) to change the brake pads and change the idler arm, it took 4 hours and $364.00. $49.00 brake shoes and a $90.00 idler arm. Also, while working on my truck, they noticed that the gear oil in the differential was very low, this fluid leaks out when the rear components of a dually are taken apart to change the rotors and brakes. Greenway did not replenish the oil when they took my truck apart. This could have been very catastrophic.
Greenway ordered the 3 brake cables they thought were needed (with my permission), $160.00 that “should” be in this week. So now I have to figure out how to get my money back for unnecessary parts Greenway insisted on ordering without taking the time to discover the real problem with the parking brake (I live in El Paso, TX). If I would have allowed the truck to stay at Greenway I would have waited another week for parts for them to discover that the cables were not the issue, and would have waited longer and been charged more for them to take the wheels back off and MAYBE, FINALLY see what the real issue was. I feel like I was robbed by an incompetent service department, definitely overcharged for parts, and more than likely overcharged for subpar mechanic work.
As stated earlier, this was the absolute worst experience I have had with any mechanic shop. I recommend shutting this place down and implementing some training to the employees on how to diagnose a problem and customer service. The sales team are alright, but after the experience in the service department I decided not to buy the 2021 Tradesman. It is a nice truck, but the service department ruined any chance of getting my business or the business of anyone I talk to. I do live in El Paso, but originally from Russellville. I lease my 2017 Tradesman as a hotshot truck, so not only did Greenway severely overcharge me for their incompetence, they prevented me from making $4000.00 for the 5 days my truck was down.