Larry H. Miller Dodge Ram Avondale

Lacks customer courtesy. My agent Pam ignored my tex for 3 hours as I waited My agent Pam ignored my tex for 3 hours as I waited More

Bad customer service from the service area, there Bad customer service from the service area, there is no kindness customer service from the service area, there is no kindness More

I’m writing to share my recent experience at your Larry H. Miller Dodge Ram location in Avondale, Arizona. As the Director of Operations for a foundation repair company, I rely on my Ram 2500 daily a Larry H. Miller Dodge Ram location in Avondale, Arizona. As the Director of Operations for a foundation repair company, I rely on my Ram 2500 daily as a mobile office. I had hoped to establish a long-term service relationship with your dealership—but after this visit, I’ve made the decision to take my business elsewhere. My service appointment was scheduled for 1:20 PM. I arrived early, at 1:00 PM, and walked into a packed service office with no signage, no front desk presence, and no direction. After several minutes of standing there, I asked an employee if I was in the right place. Her only response was, “You looking for service?” I said yes, and she pointed vaguely toward the back—no greeting, no check-in, no explanation. I stood in that congested space for 45 minutes before anyone acknowledged me. Eventually, a man who introduced himself as a manager checked me in. He was courteous, but the overall experience up to that point already signaled a lack of organization or concern for the customer. Unfortunately, the situation only worsened. My truck sat untouched for the next three days. I called several times for updates and was placed on hold for over an hour—on three separate occasions. No one ever picked up. No one ever called back. There was no communication from your team whatsoever. Eventually, I spoke with Donnie. I expressed my frustration, expecting at least some ownership or effort to make things right. Instead, he deflected blame, pointing fingers at corporate and blaming your AI phone system. He offered no apology, no urgency, and no solution. Just excuses. That phone call was the moment I decided to find a new shop. When I arrived to retrieve my truck, Donnie simply handed me the key and pointed toward the service bay. My Ram 2500 was boxed in, surrounded by other vehicles deep in the back of the shop. I had to carefully maneuver it through a very tight and congested area, threading between parked vehicles, with no assistance or escort. Given how disappointed I had already expressed myself to Donnie, I can’t help but feel this was intentional. If I had a customer as dissatisfied as I was, I would have made sure their pickup experience was smooth, easy, and respectful. That was clearly not the priority here. This entire interaction reflects a breakdown not just in communication, but in basic professionalism and care. I manage a busy team and a fleet of vehicles. I understand mistakes happen—but what matters is how a company responds. In this case, your team offered no ownership, no urgency, and no customer care. I am now actively seeking a new service provider to handle repairs and maintenance for our vehicles moving forward. I will not return to your Avondale location. I’m not writing this for compensation. I’m writing this because someone at the corporate level needs to be aware that your brand is being poorly represented. Your customers deserve better. So does your reputation. Sincerely, Tom Dixon More