I made an appointment with Mike Smith CJD for some recall
notices I had on my 2017 Ram 2500. My appointment was made on Friday March 12,2021 for Tuesday March 16, 2021 at 7:00am. I dropped my truck off that
notices I had on my 2017 Ram 2500. My appointment was made on Friday March 12,2021 for Tuesday March 16, 2021 at 7:00am. I dropped my truck off that morning and texted the service advisor at 10:27am to get an update and an estimated time of completion so that I could arrange for a ride and to plan out the rest of my day. I received a reply at 11:06 stating that they were hoping to have it finished by the end of the day. I received a text at 11:30 stating that they were “awaiting completion” of the repairs. I then received a text at 4:08pm stating that the repairs would not be completed that day. I replied and said it would be okay to keep the vehicle overnight. I texted at 10:16am the following day asking for an updated time of completion and did not get a reply. I texted again at 11:18 asking for a callback and again no reply. I began calling and trying to get in touch with someone in the service department to no avail. It was not until I insisted on speaking to the service manager that I was finally able to speak with a different service advisor that informed me my vehicle had not even been looked at and that there were still three vehicles ahead of me. What is the point of making an appointment if it is not going to be honored? Why is it so hard to communicate with your clients and let them know what is really going on? If a service advisor had called before my appointment and said that they were inundated with service tickets I would have gladly rescheduled for a time when they weren’t so busy. It would be one thing if they had run into some issues during the course of making the repairs since that would be a reasonable excuse, but to have a vehicle for that long and not even have looked at it is inexcusable. Furthermore, the lack of transparency and communication from a so-called “service” department is reprehensible. As someone that works in the service industry, I find that sort of behavior especially frustrating since I would never allow that sort of behavior in my department. I fully understand that recalls and warranty work do not pay as well as “upsold” products and services, but to bump someone that had a scheduled appointment in favor of more lucrative work is unacceptable. As a dealership you agree to accept the recall and warranty work as part of the job and they should get the same priority as the money-making repair jobs. I have been buying vehicles from Mike Smith since the early 90’s and have bought many units including this truck from them but that is over now. I will make it a point to bring my purchases and service work somewhere that knows the meaning of service after the sale.