I took my 2007 Dodge Charger SRT8 and dropped it off at Spartanburg Dodge, in Spartanburg South Carolina for a sunroof service, having everything greased up and the drains made sure to be clear - which was immediately taken care of by Mike and the service department, so my car was supposed to have left BETTER than it came in.
Immediately following the service on Friday 2/2/18 I noticed my sunroof to be unlevel with the top of the roof, and somewhat out of place. The following day, Super Bowl Sunday, we had a heavy rain storm, and I went outside to inspect my sunroof to make sure all was well. Well it wasn’t. Upon opening my door, I could smell a heavy scent of mold and mildew, and when I turned on my flashlight I looked towards the roof and saw HEAVY water marks on my headliner around the edge of the sunroof, moisture on the inside of my windows and my leather seats. I then opened the ABSOLUTELY SOAKED visor of my sunroof to feel water drip down on me, and the sound of wet fabric as I pushed the visor backa. I was also able to feel the water surrounding the track areas of the sunroof. I opened the sunroof to check the drains, and was able to visually see water running down them.
I had to stuff numerous towels into my sunroof area to stop water from ruining more of my headliner, and the sunroof sliding visor. I also had to place towels on my seats from the residual dripping from the sunroof visor.
I placed a call to Mike at Spartanburg Dodge. Mike was at first apologetic, and said to bring it in as soon as possible and it would be taken care of.
I was able to return the Vehicle to Spartanburg Dodge on Wednesday, and spoke with Mike again. He was quick to say it would be handled “in a couple hours” and that I was free to hang around or handle other matters if I needed to. So, being under the understanding I had a few hours, I asked some friends to come out and have lunch in town, while I waited. I then went back to the dealership. I went looking for my car assuming it was completed, but in fact it was in the storage lot behind the shop, being rained on, and further damaging my headliner. We went inside and spoke to a gentleman who’s name I cannot remember, but Mike had magically disappeared “for lunch” at close to 2 pm. We were told my car was not finished, and had not even been brought into the shop. I was immediately frustrated, and after 30 minutes I was reluctantly able to obtain a loaner from the dealer, and I would be contacted when “something changed”
Nearing close of business on the following day, we still hadn’t heard anything. I called and spoke with Mike, and all I was told is that my “headliner was down and he’s doing whatever he can, we’ll call you”. So, I went about my evening remaining worried and impatient.
The following day, Friday the 9th at nearly 3 p.m. we received a phone call from Mike at the Spartanburg Dodge Service Department. Mike informed my friend that the car was finished, fixed, and no further issues should happen and then the switch immediately flipped. Mike began accosting and accusing me of causing the damage, but that they fixed it anyway - all the while raising his voice and being EXTREMELY Rude and condescending. Meanwhile, my friend just purchased a BRAND NEW 392 Daytona from the same dealer, for nearly $50,000. We then disconnected the call and said we’d be there to get the car as soon as possible.
I then drove up Saturday (2/10/18) morning to get the car, in the heavy rain that was happening. I arrived at the dealer, and my car was sitting in the pouring rain which had me somewhat skeptical. Upon entering the service shop, We asked and looked for Mike only to be informed that he AND the service manager were both off that day. How convenient! We then were given the keys to the car, and we thought that was it. Upon inspecting my car in the parking lot, my doors were unlocked, and after opening the door we knew something was wrong. The smell, mildew-esque. My sunroof visor, soaked. My headliner, wet and dirty. The issue wasn’t fixed. There was very obvious water damage that had continued to happen while sitting in the rain, as well as wires hanging out of my driver side pillar, water damage on my rear passenger pillar which is also not in place, as well as dirty and grease hand and fingerprints all over my headliner. Yea, issue fixed! Not at all.
We walked back into the service department and spoke with an extremely kind gentleman named Tom. We explained the situation, informed him of past events, and showed him the NEW and continuing damage caused by them. Tom, who should be your most valued and outgoing employee was apologetic, and said he’d be running the information up the chain to see what could be done - and we’d hear something as soon as possible. Tom himself even said that the ticket is written as fixed, but the issue definitely is not. The ticket stated “all is well, everything is good” and that the sunroof was damaged - and needed replacing, something that wasn’t required or even MENTIONED during my sunroof service when we were told they were surprised it took 10 years to needed to be cleaned when I picked it up. My car has been meticulously maintained with records dating back to its very first oil change.
This is completely unacceptable and unbecoming of a dealership and service department. Judging by your dealer rater ratings, Facebook, and google reviews, I am not the first person to be swindled by Spartanburg Dodge and their service department. But unlike others, a simple review will not be the end of it. This is not over, and is far from. The proper people have been contacted to assist me with making Spartanburg Dodge held liable for the damage they have caused.
As someone who has had many pleasant experiences with dealerships across America, I have never encountered a less professional one who would damage a car then blame the customer for it, but I am absolutely sick and disgusted with the way my service, and many others have been handled.
I can be reached by phone at 603-790-0336 or by email at Shane.firstname.lastname@example.org both 24/7.