Mackenzie Smebak | Page 42

Always happy with the service at Hudson Dodge, very friendly staff and they are quick to get you out. We will certainly use them again. friendly staff and they are quick to get you out. We will certainly use them again. More

by TRAVINLAX Verified Customer Verified Customer

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I took my 2019 Jeep in on 15-July because there was a consistent noise and trouble changing gears at around 30 mph. I reported this as a transmission issue. After nearly 2 hours of waiting to check my tr consistent noise and trouble changing gears at around 30 mph. I reported this as a transmission issue. After nearly 2 hours of waiting to check my transmission issue and update the computer software I was informed the vehicle had two bad wheel bearings that were causing the nose. Now that's impossible given the fact that the issue was 100% related to the transmission and consistently reproducible at just over 30 mph, but I went with it because they're the "experts". I scheduled my appointment to replace the wheel bearings as they had to be special ordered. I then drove off thinking everything was going to be fine. Twenty seconds after I drive off I notice that all menus/screens in the vehicle were now in Italian. Clearly something didn't go right with the software update. So I return to the shop and inform them of the issue. The service manager at the time tells me "This happens all the time. It's very common.". Well, if this happens all the time then the technician performing the update should be familiar with the issue and should fix it BEFORE returning the vehicle to the owner. Attention to detail should be paramount when dealing with a customer's vehicle. I drop my vehicle off at the shop the following Monday night so the wheel bearing can be installed to fix my transmission issue that I reported. Again, wheel bearings have nothing to do with a transmission. I receive a call Tuesday morning to inform me that the service had been completed. I was told on the phone that the technician took the car for a test-drive after the bearings were installed and no longer heard any noises. I pick up my vehicle and drive no more than 1 mile and immediately hear the exact noise I brought the vehicle in for. An issue with the transmission. Reproducible every time the car reaches 30 mph. I return to the shop and I'm greeted like this is the first time they've seen me that day. Keep in mind I left the shop no more than 5 minutes earlier. I inform the rep that I got new wheel bearings, but the noise I brought the vehicle in for has still not been addressed. The shop foreman comes out to talk to me and immediately says "Give me your keys...". No "Hello, I'm so-and-so the shop foreman. What's the issue?". I inform him that I will be driving the vehicle on this test-drive because I can reproduce the issue every time and clearly his shop cannot. This was absolutely not the way to have a first interaction with a customer. We drive no more than 2 miles and the noise occurs every time the vehicle reaches 30 mph. The foreman says, "Oh, we never heard that. This model always has wheel bearing issues so we assumed that was the problem.". I tell him I reported this as a transmission issue so the transmission should've been looked at. He then says, "Well, you did just get free wheel bearings. You should be happy about that.". Again, not a way to interact with a customer. I brought my vehicle in for a transmission issue and the wheel bearings were replaced after I was told there was no issue with the transmission. I return a few days later so the transmission can be inspected. Mind you, I brought the vehicle in for a transmission issue, and this is now the first time it's being inspected for a transmission issue. Later that day I receive a text message saying there was a transmission issue (I already knew that). I'm informed that we'll be looking at replacement of the transmission and the message says and I quote "We have to jump through some hoops before ordering this transmission.". You should never tell a customer that purchased a brand new vehicle off your showroom floor less than one year before that you have to "jump through hoops" in order to fully warranty obligations. The following day I receive an update saying that they are still working with the Powertrain Service Center at Jeep and waiting to hear back. The next day I receive a message saying the transmission was officially approved and ordered and I quote "we were able to get one out of Michigan! It will be a few days before we see it". A few days typically means more than 2 but less than 7 days. This was July 29. Now two full weeks since I initially brought the vehicle in for service of the transmission (which hasn't been addressed). One week later (on 04-Aug) I hadn't received any update so I call the dealership to find out what's going on. I don't remember who I talk to, but he tells me that my vehicle is "just about finished and I'll get a call back". Later that day I receive a call saying that the person I talked to earlier was "looking at the wrong order" and my transmission hadn't arrived yet. Yet another delay. On August 6th I receive another update via text message saying the transmission "looks like it should arrive in MN tomorrow". It didn't. On August 10 I finally get a message saying the vehicle should be wrapped up the next day and on August 11 I get a message saying the vehicle's service was complete and I can come in to pick it up. I arrive at the dealership to pick up the vehicle and report to the front desk, she asks for my name, I provide it. Then she starts looking for paperwork and can't find anything for my name. At this point I'm not surprised because nothing has gone right so far. She finally finds the paperwork at the desk after asking for assistance. I finally receive my vehicle back nearly 4 weeks after I initially brought it in to have the transmission checked and was told "they found no issue with the transmission". Would I recommend this dealership in the future to friends/family? No. Will I purchase a 3rd vehicle from this dealership in the future? No way. More

by DARIN WALSH Verified Customer Verified Customer

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People were very courteous and know their job. Processed, repaired, on time. I will return, if needed to Hudson Chrysler for my vehicle needs I even got a free car wash after service repaired, on time. I will return, if needed to Hudson Chrysler for my vehicle needs I even got a free car wash after service More

by VOGTSCOTT1974 Verified Customer Verified Customer

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The replacement of my GPS/Infotainment unit was great Bill Bush did an excellent job of keeping me informed and provided great personal service. Mackenzie Martin was very helpful and cheerful throughout Bill Bush did an excellent job of keeping me informed and provided great personal service. Mackenzie Martin was very helpful and cheerful throughout the process. More

by Montgomery Verified Customer Verified Customer

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Service was top notch. The only disappointment was the fact that you get charged for the diagnosis even when you get the work done. I only brought my truck in because I bought the extended warranty. The l fact that you get charged for the diagnosis even when you get the work done. I only brought my truck in because I bought the extended warranty. The least you could do as a dealer is waive the diagnosis fee when the work Is scheduled and completed. Would go a long way toward customer satisfaction. More

by 65CRDUNN Verified Customer Verified Customer

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Usual Great Experience Mackenzie (Service Advisor) always greets me with a smile, gets me in, and gets me out quickly. Vehicle always returned before promised time. Weathe Mackenzie (Service Advisor) always greets me with a smile, gets me in, and gets me out quickly. Vehicle always returned before promised time. Weather agreeable they always offer to wash my vehicle. Great service! More

by Steve T Verified Customer Verified Customer

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Asked to about my front breaks, fixed my rear breaks The person who helped me was great. What wasn't great was I said specifically my front breaks were acting up, potentially front and rear. They said it The person who helped me was great. What wasn't great was I said specifically my front breaks were acting up, potentially front and rear. They said it was the rear breaks and replaced them, but I still have issues with the front breaks and will have to bring it back in again or do it myself. They were able to fix an error with my car's clock right away that another dealership failed to do after trying multiple times. More

by brando9g Verified Customer Verified Customer

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Every one is friendly kind and fun to deal with. Every one has a sense of humor and doesn’t get upset with you and takes the time to talk with you and make you feel like a person and not just a number. one has a sense of humor and doesn’t get upset with you and takes the time to talk with you and make you feel like a person and not just a number. More

by HEATHERB2224 Verified Customer Verified Customer

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Good service and work done has always been excellent! During this odd time in our history, they have made attempts to allow people to have "no contact" service and everyone was wearing a mask out of respe During this odd time in our history, they have made attempts to allow people to have "no contact" service and everyone was wearing a mask out of respect for everyone's health. That said, the service was still the same (excellent) and work done also the same (excellent). I'm sorry, but I only deal with the people at the counter and don't know the names of the people actually working on my car, but they always do an excellent job. You can research my service records to get the names. Thanks! More

by CORIENE Verified Customer Verified Customer

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Mackenzie did a great job of keeping me informed about expected completion date, which kept sliding backwards due to corona related parts issue. An offer for a loaner was made without prompting. expected completion date, which kept sliding backwards due to corona related parts issue. An offer for a loaner was made without prompting. More

by MNELS612 Verified Customer Verified Customer

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