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Poorly run department - Dan496
Overall, I try to avoid getting my 2 Toyotas and Ford worked on at Durango Motor Company. The first time I had a new FOB ordered and when I took into to get it programed, it took them an hour, and after they drained the battery, to figure out that the FOB was bad. Took 2 hours to get 1 FOB programmed. The second time I brought my Ford in for warranty work on my new transmission after it started to leak. They said they did the work, but it continued to leak. I ended up having to drive it 7 hours to a different Toyota Dealer in Denver to get it fixed... turns out that the paint on the bolts wasn't even cracked, meaning they never did the work in the first place. The 3rd time involved getting a simple oil change done with a scheduled appointment time for my 2017 Toyota 4Runner... they let it sit outside the checkin bay for 45 minutes before I took the key back and left.
My advice, if you like your car, go somewhere else... either to a good shop in town or a dealer out of town.
Complain and get fired - disappointed
My vehicle received service on 12/4/18. The problem reoccurred on 12/11/18. I called that day. The service person stated they would call me back either that day or the next. I waited. I did not receive a call on 12/12/ or 12/13. I called 12/14 and left a message. I called two more times on 12/14. I received a return call. I was told they would call me back shortly. They did not. I left one more message. I called 12/17, and was able to schedule an appointment in 11 days. Because of this, I responded to an emailed review survey that I was not satisfied with the customer service. So today, 12/19, the GM called. He did apologize for the lack of communication, and then he told me to go to another dealer.
Apparently, if the service isn't great, you'd best not complain.