Dropped my Grand Cherokee in for warranty work. Once in the service department it took a member of staff 8-10 minutes before I even got acknowledged....and I had to make the first move. Everytime you call the service department it seems to take an eternity before a member of staff answers. All this strikes me as this department is seriously understaffed.
I think not offering a loaner car for a customer is cheap and tacky. Even when your $50k car is coming in for warranty work, something should be offered.....not an Enterprise vehicle on the customers dime! Outrageous!
I witnessed a Pollard high level staff member argue with a customer about Chrysler not agreeing to pay for what the customer thought was a genuine warranty claim. This should have been done in an office, not in front of a bunch of other customers....simply poor management and customer service.
After the warranty work was complete, the car was brought back to me dirty. No courtesy wash after being in the shop for 24 hours. Maybe its because I've dealt with Land Rover, Audi, and even Ford over the past few years that I've come to expect just a little bit of a higher class of customer service.
I think Pollard has a lot homework to do on offering a better customer service experience. If it wasn't for warranty work, my Jeep wouldn't be going to Pollard at all. I would not buy, nor service any vehicle with them currently. I'm sorry that you have to leave unpleasant comments like this, but I think unless you do the dealership will continue thinking everything is ok. There is definitely room for improvement and with a couple of customer service modifications it would be a great place to visit.