Landers Chrysler Dodge Jeep Ram of Norman

Landers Chrysler Dodge Jeep Ram of Norman responded

I do fully agree about you not getting updated in a timely fashion when initially dropping the vehicle off. We do have a rule of 10 and 2 for updates daily. Granted we do see about 40-50 guests a day it should be done regardless and I'm deeply sorry it did not. The concern I'm having with your second visit is that there was a second concern added for us to diagnose on top of installing the battery from the initial concern. After reviewing the cameras and talking with my advisor, I am showing he checked in with you around 9am to let you know the tech is still diagnosing the issue. Following at 11am the advisor came and spoke with you letting you know that there was a wheel speed sensor and we could send someone to get the part in Mustang so you wouldn’t have to make a 3rd trip back by just normal ordering the part. Once the advisor was aware that our parts driver is still on another run offered to take you home. You chose to wait stating that you just have to pick up your kids by 3:30. At that point the advisor had a loaner car return and offered you that vehicle just in case the time were to be close at no charge to you. You again chose not to take that option as well. I do feel like we tried every we could and gave you several options. I am sorry it took so long, but with a second concern to figure out and not having parts available it is a hard thing to do all in one day. I hope you understand. We all try our best every single day to try and make every experience better. We do make mistakes from time to time but try and learn from those mistakes and to be all around better. I do appreciate you reaching out to me.

ryanschne06 responded

He offered me a loaner car and the only thing he said was that “it’s really dirty and you may not want it”. To me that shows, don’t take it. Then he condescendingly said I can take you home if needed. I told him I needed to pick kids up and would need a vehicle to get everything done and that I ride wasn’t going to fix my issue. And I don’t know what film you looked at but he didn’t talk to me until almost 11 or 12 regarding the sensor and I had to go out to the department and find him. that he needed to get a part from mustang. Because I was on my phone the whole time and waiting for him to come and tell me. I only had the update at 11 or 12, not 9 am. And that’s when he chose to tell me about mustang and needing to go get a part and I told him I would wait when he said it would only be a few hours. Then to not get updated again until past 3 was very disappointing. I know that you have to stick up for your employees and you feel they did nothing wrong, but both of my services there the past couple of months were both horrible and he is the person who handled both of them. Yes the problem was fixed but the customer service is severely lacking. I know you feel that stoneking did his job correctly but the way he talked with me and his mannerisms and facial expressions were what made me upset, he showed no concern for me and I feel like I had to literally get upset for him to encourage someone to get my work done. If you are that behind and it takes 8 hours then why schedule so many appointments, I read all the reviews just to make sure I wasn’t alone and I saw a bunch with him being named. And if your policy is only 1 update every 5 hours then that is awful and you should let your customers know that they will not be updated about their vehicle for 5 hours, it should be told to them when they drop off their vehicle. If he came in at 9 am then he didn’t talk with me and when he came in at 11/12 he didn’t talk with me, I had to go out and find him to ask, I’m sure your video shows me going out to find him. I do appreciate you having to stick up for your employees because I do the same for my nursing staff, but when someone is in the wrong they are just in the wrong and you have to accept that your employee is not doing or acting correctly. You can take my review with a grain of salt because I’m sure you aren’t concerned considering you are doing and saying everything possible to refute how I was treated. There is no telling what he wrote down on his clipboard. Just because he told you what you wanted to hear, doesn’t mean he did those things. If you want to give me your managers number I would let him know as well. You’ve lost a customer and I will let my friends and family know how I was treated.