Brandi Lucero | Page 3

Amanda responded

Went up there twice to have the wiper hose replaced. 1st time it was wrapped around the hood hinge and I let them know it was the wrong part and its not supposed to be that way. He said he would order a new one. I get a call a few hours later that they did install the wrong part it was mislabeled, and they do have to correct part. I go back up there and the new part is put in....still the wrong part. He tells me I think that is how they make them now. I go home and do some research and it is the wrong part. 100 percent they installed the wrong part. I've had that part changed a few different times on both my Dodge Journey's so I know what it looks like and how it should be installed.

Erik responded

Open message to Foundation Auto Group Wichita Falls, What happened to the service department since this last review in Jan 2024? It went from 5 to 1 stars overnight. I took the Charger in for oil servicing in April and not one problem, Brandi, gets 5 stars because she had me in and out in minutes. But prior to that visit I took the Wrangler into the service department in March for corrosion. It took 2 claim submittals before it was finally approved. The Wrangler was taken back to the service department in mid-March, this time for leaking grommets and gaskets on the valve cover. It was diagnosed pending extended warranty approval. I made numerous weekly contacts for an update and received more than one reply stating it will take another week texts and calls to the dealership to obtain the status weekly. On 5 April, I texted again, this time asking for a call between me, the SA and the SM and was immediately called by the SA and everything went downhill with excuses, short temper on both ends and bad manners on the phone and a hang up on me. I gave it a week and then texted the SA back for an update. The text was made 12 April to the service adviser who must have immediately handed the phone to the service manager because I received a reply from Tamara on the same number within 5 minutes. She identified herself and said quote: "I have both my gaskets and corrosion warranty covered. The gaskets are in, and you are in line with a technician to get repaired. The corrosion on the latches was approve and the body shop was informed for appointment". Today is 11 June and that was the very last communication I have received from anyone at Foundation CDJR of Wichita Falls. Any competent service department would have simply scheduled the engine repair. Foundation Auto CDJR was fabulous when it was owned and operated as Patterson CDJR. Mr. Patterson passed away and many of his dealerships were bought by Foundation Auto Group from Canada. But for some reason the service department at CDJR was steadily gutted, or folks got fed up and left. Former SAs who worked under Patterson Auto Group knew me. The knew the vehicles, the vehicles histories, and processed warranty claims quick and correctly and most importantly kept the line of communication going if the car had to be in and out multiple times waiting for parts or a bay. No push offs and no attitude, just spot on service. I have been a customer of Patterson CDJR Wichita Falls, now Foundation CDJR since 2016 and purchased 3 new Wrangler, and 2 new Chargers and entrusted every one of them to the service department for warranty repairs and most routine. This recent experience involving 2 separate open warranty repairs on the same vehicle has caused a total loss of confidence in the service department and it will have cascading impact as I take future business elsewhere. Just so you know the lack of confidence in the service department resulted in me dumping the Wrangler. It also cost you new car sales. I purchased a new Camry XSE from Toyota Southwest in Lawton wife and a new 2024 Tacoma 2 weeks ago from Toyota Wichita Falls that replaces the Wrangler. I still have the 23 Charger RT I bought from Foundation in November but will take that to Lawton CDJR for routine servicing unless it is a condition that requires a tow to the closest dealership for repair.