Mario Sessanta | Page 6

brett.a.langley responded

So, let me explain to everyone why I will not use Rothrock. I had been a customer for over 20 years. Around October, I took my truck into Rothrock for a sound coming from the front and the remote start stopped working on my key fob after changing the battery. I told the service manager that I feared that there was a problem with a bearing in the front. She also tried the remote start and it did not work. I got a call the next day telling me that the noise was just the tires and the tech recommended two new tires. Knowing that I still had good tread, I told them to rotate the tires. Also, they told me that there was nothing wrong with the key fob. I picked up the truck. The sound was reduced but still there. I assumed the tech was an expert, so I did not question the noise. And, of course, the key fob did not work. I traded key fobs with my wife and have remote start, but now she does not. On December 22, I left work and the check engine light came on. I found that the truck would not shift out of 2nd gear. I turned the truck off and started it again. The engine light was still on, but I could shift. So, I left it at Rothrock. The next week, Mario calls me to tell me that the valve body needs to be replaced. That will cost $2100. Then he tells me that the splines on the main shaft of the front differential are ground off and if I noticed anything. I told him that I took it into Rothrock on the last visit for that reason. He looked up and found it. Since they can’t just change that part, I would need to replace the whole differential and a used one with 120Kmiles is $3100. Great, the truck only has 91Kmiles. I told Mario that I was not happy that this was missed and that I was allowed to drive it. So, I have no way of knowing whether it was fixable in October. But having no other choice, I had it repaired. When it was ready for pickup, the cost was $5113.49. We maxed the AAA discount at $100. My wife asked Mario if there could be a reduction of the cost due to fact that it was misdiagnosed. Mario said no. He did not try to investigate with management and did not offer to see what options were available. He just told us that it was not possible to have the AAA discount and another discount. But I knew that it was possible. When my AC died on my 2004 Durango in 2014, the service tech felt so bad about the almost $2300 bill that he took some off along with the AAA discount. So, I sent an email to Rothrock that I was unhappy with the situation and I still have a key fob that does not work. Patrick sent a message to schedule to get it fixed. I would have to leave my truck and find a ride. I should not have to if the had listened to me before. So, I have to waste my time and gas money to get this done. When I asked about the cost, the response was $164/hr diagnostic charge. I responded that this was the wrong answer. I have explained multiple times that I am unhappy that the truck was misdiagnosed, we could not get a reduction on the bill for a charge to fix a problem that was misdiagnosed, and now Rothrock wants to charge me for something that I already told them was wrong but they misdiagnosed that issue. So, what incentive do I have to use your service again. If you wanted me back as a customer, fix the key fob at no charge. If I have to pay, I will take it to another dealer. This is a case study on how to lose customers. It is a simple case of not listening.