As a customer, I expected two main things communication and quality service. Both of these I have yet to receive from the Service Department at West Hills Chrysler, Dodge, Jeep, Ram.
I had my oil changed about a month after I purchased my turck. The oil was overfilled by a quart. The oil was changed again at no charge to fix the issue. The oil life was not reset nor was the sticker changed to update the milage and date.
Another issue I have is that purchased my truck the headline had a small hole in it. I had in looked at in July and it was determined that it needed to be replaced.I received no updates and called the service department in August. I left a message and never received a call back. I talked to the Service Manager a few days later. The headline was on backorder and did not have an estimated date of being filled. In October I got a call stating that the headliner was in and scheduled the appointment for repair 29 days out. I dropped my truck off at the dealership and received a rental and a promised return date of Tuesday November 19, 2019. As of November 23, 2019, my vehicle is still at the West Hills Service Department with the windshield removed and the original headliner still installed. I have no known date of return and little to no attempt by the staff of the Service Department to keep me informed on the status of repairs and possible timeline. Here is some additional insight into the problems I have encountered with the lack of communication and poor customer service.
November 16 - Dropped Vehicle Off
November 19 - I called the Service Department in the morning asking for an update. I got an update stating that the status of my vehicle was unknown and I would get an update later that day. I never got one.
November 20 - I sent a text message asking the status and received a call saying that my vehicle was getting the windshield removed and was going to be delayed.
November 21 – I went in person in the afternoon to the service department. I found my vehicle outside under a roof with the windshield removed. I talked to a service advisor about the lack of communication and inability to meet the scheduled timeline. The answer was that they are overworked, understaffed, have a lot of new staff and had no clear path forward on when my vehicle would be ready. I asked for the service advisor to find out the status of my vehicle and to give me a call back with an estimated completion date. I never received this call. I also verified that they had my number prior to leaving.
November 22 - No update from the staff at the Service Department
November 23 - No update from the staff at the Service Department. I went again in person to get an update. The Service Department had no idea about the status of my repair nor a timeline. I was told that the Service Manager was handling this repair personally due to the issues. I was able to get inside my vehicle and find out the headline had not been replaced.