Negligent Customer Service - Jeep Princess
If I could give negative stars I would. Beware of Clearwater Service Department. My Jeep Grand Cherokee has been in the shop since May 2nd when I left for my conference. The Dayton Andrews Clearwater Service Department failed to notify me that parts were on back up order until I physically went to the dealer on May 7th to pick up my rental. So let’s do the Math: May 2nd I confirm what Work can be done via my cell phone. I was informed my car was unsafe due to power steering issues and Informed the parts take up to 7 days. No one ever calls me back to inform me the parts are on back up order; May 7th informed when I show up to pick up a rental. Ignored my calls rest of the week when I was requesting updates. Now it’s May 11th, car rental is done and no one is returning my calls. Technically, per original quote, my car should be done by May 11, but the staff think by ignoring me I’ll just go away. After leaving multiple messages on the service advisor and manager line, the manager finally picks up and speaks to me on May 11th. Extremely rude, unprofessional and lacks customer service skills. States it’s not their responsibility to offer me a courtesy vehicle or pay for my rental because my extended warranty is not through them and could not provide an answer as to why I was not informed prior to me physically being at their dealer on May 7th. Why did it take so long? By the way, I reminded the service manager the car was bought there 5 1/2 years ago and for the past 5 1/2 years I have been only going there for anything my Jeep needs. However that means nothing to them. Then, tries to blame me for not having updated contact information in the system but can’t respond to the statement why was the Service Advisor contacting me before. So let’s try and find the customer at fault rather than try to even meet them half way. No apology for being negligent to inform me. No apology for not returning calls. No solution offered. May 11th, email sent to Service Director expressing my concerns for extreme negligence of staff communication and not providing me with answers or solutions. May 14th, 12 days later, solution provided is to put after market parts, no courtesy vehicle by Service advisor or even offer to pay for half the rental. Take it or leave it attitude towards me. So if the after market parts had been available this whole time why was that not offered sooner? No apology offered for unprofessional tone service manager used towards me and lack of informing the customer of the back up order. No answer as to why the time delay to offer solution occurred. Only response I received from the Director, was a response in regards to me requesting the part names. May 21st, no parts, no contact by dealer with any updates or even to check in. At this point, hoping since I involved corporate, some help is provided.
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