I brought my 2014 Ram 3500 in for service on Tuesday, 19
July for an Engine Light code and the inability to get a smog certificate for my registration renewal. The Customer Service in your Service Departmen
July for an Engine Light code and the inability to get a smog certificate for my registration renewal. The Customer Service in your Service Department was less than satisfactory in communicating the status of my vehicle. In addition, the maintenance progress was also less than satisfactory. With my multiple phone calls and multiple messages left since I dropped off my vehicle, I got two return calls back, UNSAT!
It started from the moment I dropped off my truck with Matt, the service desk individual, who told me the service mechanic who does the diagnostic checks is on vacation and will not return for a week. With that said, I find it hard to believe a dealership as big as Jack Powell only has one diagnostic check mechanic. If so, it’s a single point of failure. With what Matt told me, I was left with the thought, that my truck will be sitting in the parking lot for at least a week untouched and collecting dirt.
On Friday, 29 July I received a phone call from Matt explaining the cause of the problem, the way to fix it, and the cost. I gave the thumbs up for the repair. Matt explained the part was not in stock and had to be ordered with an estimated repair and returned to me date around the week of the 8 August. I called the service department on 9 August to get a status check. After multiple attempts, someone finally answered the phone and told me Matt was on vacation for a week and I had to wait until he returned. I find it hard to understand and believe I couldn’t get an update on the maintenance progress of my truck because the service desk individual was on vacation. If the download of a pass down from the service mechanic is being done on the computer every time they have hands on the vehicle, another service desk individual should be able to pull up the information and see the progress. If this is not the case, this is another single point of failure.
I called again on Tuesday, 16 August after multiple calls with no return calls answering my messages. I finally got a hold of Matt at the end of the day. I was told by Matt my truck was fixed last week, the week of 8-12 August, he also stated he needs my approval for my truck to be driven a long distance to get the drive cycle complete and the driver will be driving my truck to his home in Murrieta to attempt to get the drive cycle complete. In addition, Matt said this might take several drives. To clarify, I called for an update and was asked by Matt for the driving approval. What if I wouldn’t have called? My truck just sits there with no drive cycles being performed? UNSAT!!!
On the morning of 18 August, I received a phone call from Matt, 29 days after I dropped off my truck at Jack Powell. Matt told me my truck has been fixed but it’s taking a bit longer to get the last cycle run to get an all-green check however, as it stands it will pass smog. Matt offered to smog it and have the truck ready for pick up. I agreed and said I will pick up my truck later in the afternoon. When I got to Jack Powell and received my truck back I was in a raging shock at how my truck looked like after knowing how I left it 29 days ago.
I am an individual who takes care of all my vehicles very well. I keep them very clean, outside, inside, underneath, and the engine compartment. When I saw my truck, it was 100% opposite of how I left it with Jack Powell. It had 29 days of sitting in the parking lot dirt on it and mud all over the tires, on the sides, and underneath. The inside had dirt dusty all over, mud on the driver’s floor, mud stains on the driver side carpet, and dirt stains on the driver's leather seat. The rear compartment area in the cab was altered enough for me to notice someone was snooping around where they should have been.
- Is this the professional service Jack Powell gives?
- Does Jack Powell use protective coverings for seats and floors? Obviously not used on my truck.
- Was mud driving part of the drive cycle requirements?
It took me about six hours to scrub off and clean Jack Powell’s mess.
This type of Customer Service and Maintenance Service and Practices must be a common thing with Jack Powell. The poor communication on vehicle status updates and maintenance service practices were the same issues last time I brought my truck to Jack Powell several years ago. I purchased my truck at Jack Powell in 2014. The attention and customer service at the time of purchase were through the roof, but that stopped once Jack Powell had my money.
With my overall experience and the condition of my truck when returned, its apparent Jack Powell has a poor maintenance department. Suggestion for Jack Powell is to revamp the Service Department in all aspects from the top to the bottom.