Mancari's Chrysler Dodge Jeep Ram - Service Center

On December 27, 2022 I brought my 2019 Jeep to the service department at Berman Chrysler Dodge Jeep Ram in Oak Lawn. The appointment was for a battery lamp that was coming on occasionally and a Custom service department at Berman Chrysler Dodge Jeep Ram in Oak Lawn. The appointment was for a battery lamp that was coming on occasionally and a Customer Satisfaction Notification issued by Fiat Chrysler Automobiles. This “Satisfaction Notification” required the service tech to remove the inlet tube fastener, apply thread locking adhesive to the bolts, reinstall the bolts torquing them to 11 N·m (97 in. lbs), wait ten minutes and pressure test the system. Failure to do this may cause the bolts to come loose causing coolant to leak which can then cause the engine to overheat and lead to engine failure. I picked my vehicle up later the same day after the service department informed me that the repairs were completed and a new battery was installed. On January 2, 2023 I was driving my Jeep when the dashboard lights came on and steam rose from under the hood. I immediately pulled to the side of the road and when I exited the vehicle I found a puddle of engine coolant. I opened the hood and found coolant coming from the water pump inlet tube. The following morning January 3, 2023, I called Berman’s service department to get help. I was told if I wanted the vehicle looked at by them I would have to have it brought to them. I asked if they would pay for the tow and was told no. I paid to have the vehicle towed to their service department and waited to hear from them. Around noon I called to get a status on my vehicle. I was told someone would call me back. After waiting an hour I asked my dad to call. He called and talked to Kathy/Cathy who said she would have Keith call me. Keith did not call so my dad called back and after several attempts and messages left he was able to find out from keith that the car would not be ready until the following day January 4, 2023. My dad asked if a loaner was available and Keith said no. On January 4, 2023 I expected to get a call by noon so when I didn’t receive one I began calling. I was told Meghann would call me back. A man who did not identify himself called me and said they were waiting on a part and until it came in they would patch the problem and I could pick the vehicle up. I called my dad and explained what I was told. My dad called and was able to get Kathy/Cathy on the phone. He explained what I was was told and asked her to find out what the patch was. At around 3pm Keith called me and with my dad on the phone he explained that the technician who originally performed the “Satisfaction Notification” work did not tighten the bolts. In fact Keith said they didn’t torque them. Additionally when they were removing the hose they cut into it a quarter of an inch from the top. They did not have a hose in stock and they would “patch” the problem by cutting 1/4 inch off the top of the hose and reattach it. He said it should hold until they had a hose in on Monday January 9, 2023. My dad again asked why they don’t provide a loaner and keep the car until the part comes in. Keith again said they don’t have loaners. My dad stated that the most aggravating part of this has been the failure of the service department to keep us informed it was as if they expected us to call for status updates and leave messages since nobody answers the phone. Keith apologized for that and said they would keep us updated. Since I was traveling out of town on January 6th we agreed to leave the vehicle there until Monday the 9th when the hose would come in and they could fix their mistake. During the conversation my dad asked if there was any compensation for loss of vehicle use and aggravation, maybe in the form of a free oil change or two or maybe some water bottles, jeep clothing or filling the back of the vehicle with yellow jeep ducks. Keith said they had no water bottles, clothing or ducks however he would look into getting me a free oil change that doesn’t expire since I get free oil changes through my warranty. On Monday January 9, 2023 after not receiving a call by noon I asked my dad to call. He called and spoke with Kathy/Cathy who said the part still didn’t come in and she would have Keith call. She also said a free oil change would be provided. Keith finally called and said the part was now expected to come in on Tuesday the 10th. Keith then agreed to provide a loaner vehicle which I picked up that same evening. My dad asked Keith to keep us updated. The remainder of the week my dad called everyday to get a status update and everyday when they finally called him back or he waited on hold long enough he was told they expected the part to come in with the next delivery. Everyday he reminded them to pressure test the system and clean the antifreeze off of the engine and engine compartment. On January 16, 2023 I finally received a call to let me know my vehicle was ready to be picked up. The vehicle engine compartment looked clean and the exterior was washed however they provided no additional compensation such as a free oil change. While Meghann was processing my paperwork my dad asked Her about the free oil change that Kathy/Cathy offered and Meghann simply stated that Kathy/Cathy doesn’t work there anymore while continuing the paperwork. When she was done with the paperwork my dad told her that he would like to talk to Keith. She said he was gone for the weekend. My dad asked her to have him call Monday when he comes in about the oil change. On Tuesday my dad called and left a message asking Keith to return his call. Keith has not returned the call and I have never received an apology from anyone at Berman Chrysler Jeep Ram. To summarize, Berman Chrysler Jeep Dodge Ram service department does very poor repair work, they don’t compensate for their mistakes, they lack communication skills and have a horrible phone system that seems to be designed to prohibit you from getting through to anyone who can answer a question and they are unapologetic. More