David Baeza | Page 11

Ryan responded

I was asked to leave the truck at the dealership the night I purchased it so that it could be detailed and cleaned before I took it home. I was given a specific time to pick up the truck so I left work and drove the 45 mins down there and when I arrived, I was rudely told that the truck was not ready – it was in fact parked directly outside the front doors of the dealership at the time. After clearing that up, I was told that it would “only be a few minutes to get me out of here” since they knew I had to return to work. I then stood outside and waited for over 30 minutes until I was even given the keys to unlock it and transfer my belongings. After I got the key, I waited another 20 minutes for the salesman to come out and setup on-star. Once that process was done, I waited another 20 minutes until the salesman was free again to give me the final paperwork. He then realized that the truck had never been gassed up, as promised, so I then waited another 10 minutes for that to happen. When I was finally able to leave, I was told that I should have my registration emailed to me within 2 days or so of picking up the truck. After an email and 2 phone calls, 5 days later, I finally received my registration so that I could get the truck inspected in Mass. When I got the truck home after work, I was able to look it over a bit more only to realize that the interior had not been touched although they told me it was going to be detailed. There was still dog hair, trash and old food under both the front seats as well as things like the bumper step that was never repaired. I also had noticed a few issues that did not surface on my test drive because I did not get to go on a highway. The brakes shuttered very badly when braking from highway speeds, the truck pulled to the right quite a bit and there was a very audible squeal every time I accelerated. This was not noticed during the test drive because the windows were up with the air conditioning on (it was 94* out when I test drove the truck). I immediately emailed and then called the salesman to schedule a service appointment. I had to have a rental car so that meant I was waiting 2+ weeks before the truck was able to go in for service. Once the truck was dropped off, I asked them to address the issues noted above and left the truck for a few days. He had asked me about a few other things that appeared on an open service ticket when he pulled my truck up. Issues that had been identified by the dealership but never addressed before the truck sold – one of them being to replace the damaged bumper step. When I called for an update, I found out the truck was “all set, but we didn’t hear any noises while accelerating.” I was told that a service tech took the truck out for 3 separate rides and heard nothing. This was incredibly frustrating to me because it was so obvious that there was a noise. I then left work and drove the 45 minutes down to the dealership and took a ride with a service tech to confirm the noise I was hearing. WE DIDN’T HAVE TO LEAVE THE PARKING LOT for him to hear it. He immediately heard it and told me to turn around – Why was my time wasted on this? How can one person claim they tried 3 times and have another person hear the issue within seconds of being in the vehicle? I will say that they did replace the brakes and do an alignment on the truck so those issues were addressed and fixed which I was thankful for. The tech (who was incredibly helpful) diagnosed it as a damper in the exhaust system not opening and closing properly and that the cat-back exhaust system would need to be replaced. Mike in service was going to reach out to sales and see what could be done with this issue since the factory warranty had expired days before I purchased the truck (I am still under the mileage). After not hearing from him after 2-3 business days I reached out for an update. He told me that they had decided to wait until the 30 day period for my extended warranty to kick in and see if it would be covered under that instead of Scranton making things right. I understand that the dealership does not want to fix/pay for anything they do not have too, but the fact that Scranton is waiting to make a decision based on my own extended warranty is very unsatisfactory as far as customer service goes. I was also frustrated, yet again, that I was the one reaching out to the dealership for information that they had just sitting there. I specifically asked to be contacted once Mike had talked to sales and that never happened. As I left it with Mike, he is going to make a phone call after the 12th of this month to see if he can get the exhaust fixed through the warranty and has assured me that he will be calling me to give me an update. I am not happy with this solution but what choice do I have? I am assuming that IF the extended warranty is the solution that Scranton will be covering the deductible for the service. I hope you understand my frustration and disappointment with the whole situation explained above. I came to Scranton because of the truck selection and the positive reviews on the dealership (not to mention the business relationship with the Kle****g’s and Scranton Motors) and at this point I do not have anything positive to report about my experience at your dealership. I am really holding off on writing a more public review about my experience in hopes that Scranton will make things right. If Scranton corrects the issues, I will revise my review here accordingly.