Ken Ganley Chrysler Dodge Jeep Ram Mentor - Service Center

Below is a letter submitted on my behalf to the General Manager. I received no response. NEVER LEAVE YOUR VEHICLE AT THIS SERVICE DEPARTMENT. Dear Mr. Campola, I dropped my 2018 Wrangler off April 27 Manager. I received no response. NEVER LEAVE YOUR VEHICLE AT THIS SERVICE DEPARTMENT. Dear Mr. Campola, I dropped my 2018 Wrangler off April 27th. I stated to the Service Advisor Mike Thomas that the rear driver side caliper was malfunctioning and I felt it was a factory warranty issue due to the vehicle only having just over 30 thousand miles. He agreed the caliper would be a valid warranty claim, however pads and rotors would not be covered. We agreed to disagree on that topic until the vehicle was properly diagnosed. I received a call the next day (April 28th) from Mike Thomas stating the caliper was functioning properly and the pads rusted in the saddle causing the pad to bind and prematurely wear the rotor. I was given an estimate of $537 to repair my vehicle. I declined the option and stated I would do the work myself (see picture below). I picked my Jeep up April 29th. While driving home to Madison Village approximately twelve miles away I could feel and smell the caliper malfunctioning on the ride home. The next day I dropped my Jeep off to a mechanic I use occasionally. I dropped it off stating I simply needed pads and rotors, not mentioning a malfunctioning caliper. Imagine my surprise when I received a call from the mechanic stating my vehicle was ready for pick up, but in addition to pads and rotors the rear driver side caliper needed replaced (see picture below). I immediately contacted your Service Department and spoke to your Service Director Bill Cannato. I presented him with the sequence of events above. This is where it really gets good! I was told that I should not have had the repair done? That I should have put the vehicle back together so he could evaluate it. My reply was "you want me to put it back together and risk further damage for something you should have fixed in the first place? The response was " he was at a disadvantage because he could not see the vehicle. Are you kidding me right now? I brought the faulty caliper to your Service Department. I spoke with Mike Thomas when I walked in the door. I showed him the caliper and he wanted to take it in the back to show the Service Technician. I stated that the caliper was not to leave my sight. He then left to get the technician, but instead came back with your Service Director Bill Cannato. By this time we all know the vehicle was never physically inspected by anyone at your facility. I was told by your Service Director "these things happen" and asked what would make me happy. I stated I would like the bill from the mechanic who actually did the repair to be reimbursed, a total of $417.04 (see picture below). I was told " that is not going to happen". We agreed on a reimbursement amount of $186.04 plus tax. that was back on April 30th. Just a quick update I still have not received. I was not happy with the resolution, but I just wanted to move on. In closing, I just wanted to touch base with you to let you know what practices are going on in your Service Department. I have been working on cars since I was twelve years old and that is how I get treated? I can only imagine what goes on with customers who have little to no knowledge about a vehicle. I had to laugh though upon our agreement I asked Bill to write down the agreed reimbursement amount sign and date it. His response was "ok but you can trust me"? Trust a guy who conducts business this way? I am extremely disappointed with the lack of effort put forth and the arrogance after the fact in which I had to deal with. If this is your business model I think you lost a customer today. More

Probably worst car buying experience I've ever had. Luis was good and Jeff the finance guy was really good, but everything past that wasn't. From the car being sold from underneath me hours before I go Luis was good and Jeff the finance guy was really good, but everything past that wasn't. From the car being sold from underneath me hours before I got there, to then being available again to the vehicle having multiple issues that the service dept. didn't catch costing me $1700 to fix. Outside of an oil change I'm doubting that the car was thoroughly inspected at all or these things would have been caught. There were even used parts in the glove box that nobody caught that should have been a red flag. I had been looking for that specific car(Nissan Armada) for over a year...glad I have one, just very disappointed that its on me to pay for issues that should have been caught BEFORE it was sold. A. Waldruff More