Dick Scott Chrysler Dodge Jeep Ram - Service Center

Dick Scott Chrysler Dodge Jeep Ram responded

Thank you for your comments and I apologize for your less than satisfactory experience. At Dick Scott Chrysler Dodge Jeep Ram, our goal is complete satisfaction at competitive prices for all customers. I would like the opportunity to respond to your concerns. Please call me at 734-451-2110 to discuss. I look forward to hearing from you. Sincerely, Joe Prokes Service & Parts Director

Dick Scott Chrysler Dodge Jeep Ram responded

We appreciate your business and are truly sorry for your inconvenience. We try to fix all vehicles correctly the first time in every circumstance. I would like to again apologize for your situation. I am surprised to find a negative review as I was under the impression that we had resolved this issue. Reimbursement for the repairs that were made at the other service center was sent to you and at that time I thought you were satisfied with the resolution of this issue. Our goal is complete customer satisfaction. Please contact me to discuss this further so that we may work toward a complete resolution of this matter. Sincerely, Joe Prokes Service & Parts Director 734-451-2110

Dick Scott Chrysler Dodge Jeep Ram responded

Dear Ms. Miller, I would like to extend our sincere apologies on not having been able to complete your vehicle’s repair in a timely manner. Your experience is unfortunate and we regret that it came to you having to be put into a position to feel the need to write this review. The fact of the matter is we did place an order for a special tool required to perform the repair as soon as we learned of the recall. As of today we still have not received the tool. Your safety and the safety of those around you is our number one priority. We understand your frustration and are in contact with the supplier of the tool to do whatever we can on our part to expedite the arrival of the tool so we can begin servicing all the recalled vehicles. We do appreciate your business and welcome the opportunity to work toward a successful resolution of this situation. Dick Scott Service

Dick Scott Chrysler Dodge Jeep Ram responded

I apologize for your less than satisfactory experience. At Dick Scott Chrysler Dodge Jeep Ram, our goal is complete customer satisfaction. Any repair charges that are incurred during the servicing of a vehicle are always detailed in our Repair Orders. Whether or not a re-manufactured part was installed would have no bearing on the core charge you refer to, the only reason for a core charge would be if you ask to have the original part returned to you. In your case, you did ask for the original part back, therefore the core charge was added to your Repair Order. I would like the opportunity to respond to your concerns in more detail. Please call me at 734-451-2110 to discuss. I look forward to hearing from you. Sincerely, Joe Prokes Service & Parts Director

Dick Scott Chrysler Dodge Jeep Ram responded

Ms. Galbraith, with respect, I must set the record straight. You had your vehicle towed to us on October 3, 2014; prior to this you had the vehicle at another shop to remove an aftermarket alarm from your vehicle. After that occurred your vehicle would not start. When your vehicle arrived all we received with it was a note to us stating in writing “jeep not reading key, need new key made.” After getting permission from you for the cost for the new key our service writer, Dave Estep, ordered the key. Once the key arrived and was programmed to your Jeep the vehicle still would not start. We then contacted you and let you before proceeding to inform you that the vehicle still was not starting and it would be $89.95 to diagnose why the vehicle would not start. You gave us your permission to proceed. Our technician found that the wrong vehicle identification number was programmed in the main computer of your vehicle. Now that we found the source of the problem we were able to reprogram the correct vehicle identification number into the vehicle and both the new key and the old key were working. We then contacted you to let you know the vehicle was done and ready for pick up as we had finished your requested repair. When you arrived to pick up your vehicle you then notified us that the door locks were not functioning properly and the battery was low. Upon your arrival was the first moment we were made aware that there were any issues with your door locks, this issue was never brought to our attention during any of our previous conversations. The door lock issue had nothing to do with the original request and was not associated with the vehicle not starting. As far at Butch’s behavior, when you arrived to pick up your vehicle you were with your mother. Both of you addressed Butch on the service lane. There was yelling and screaming from your end toward Butch. You made us aware that you had a technician friend of yours meeting you at our dealership, while you were waiting for his arrival, Butch went back to his office. Once your friend showed up Butch walked back outside with him to go to your car. Upon walking outside you got back into Butch’s “space” and continued to yell and scream. Butch then turned away and warned, “If you continue to talk to me like that I am going to just go back into my office.” You walked one direction and Butch and the technician you brought walked to your vehicle. Butch did his best to stay calm and explain and show that both sets of keys were working and that we were never asked to look at your door lock concern. He explained to the technician you brought that whoever did the remote start work could have damaged the wiring in your vehicle if the wiring for the remote start was tied into the door locks. We understand at times that a customer gets upset over an issue… it is very rare that anyone, especially a manager, would have to choose to walk away from a customer; however, we all deserve to be spoken to in a respectful manner as do you. Your best interest and concerns are always our priority. You left with your vehicle that day, then on the following Saturday you contacted me. I was already familiar with Butch’s side of the story and was glad that you contacted me, before I had an opportunity to reach out to you, and you then explained what happened when you picked-up your vehicle. You were very kind to speak with and during our conversation had agreed to bring the vehicle back to us during the week on Tuesday or Wednesday for us to take a look at the door lock issue. You also stated to me that your new key was not working. I let you know the new key is under a 12 month, 12 thousand mile warranty and we would be happy to look at the new key. I stated to you that we would waive, as a goodwill gesture, the inspection charge of $89.95 for the door lock issue. We were expecting you and willing to work with you on whatever repair would be necessary to fix your other concern however, you did not show up for the follow up appointment, therefore we have not had a proper opportunity to further address your concerns. To put us in a negative light as not wanting to or be willing to work with you is a false claim. Ms. Galbraith, we do appreciate your business. We respect you as an individual. I appreciate the opportunity to set the record straight. I think in the end both parties could agree that from both angles maybe things could have gone better in the beginning. Better communication goes a long way. Our offer still stands to look at your concerns. With Respect, Joe Prokes Service & Parts Director Dick Scott Chrysler Dodge Jeep Ram 734-451-3535

heatheranngalbraith responded

I'm fine knowing your workers couldn't figure out the issue as to why my vehicle wouldn't start, but do NOT place blame on me when I paid to have something fixed that you guys voiding properly do. Your company had my vehicle 4-5 days, more than enough time to diagnose and fix something that took the other mechanic 1 day to fix (where I dropped it off after I got it from your dealership.) I have already contacted the BBB and I will make sure to go above you now that you want to point fingers like I did something wrong. All I did was drop my vehicle off to be fixed. Do your job correctly & you won't have so many complaints!

Dick Scott Chrysler Dodge Jeep Ram responded

I have seen your e-mails of recent past. You and I spoke in person upon the initial return after your delivery when we did as was planned: had four tires placed on the vehicle, an owner's manual was provided, floor mats were provided as set up by your salesman Chris. You asked for wiper blades to be installed, at your expense. We did everything of us that was required. With regard to the detail... it was clear, upon you and I meeting, that the initial detail at delivery was not done. I do not know why as I am not involved in the delivery of the vehicle. That is the responsibility of the used car salesman, finance (Colleen) and up to and including the used car manager when necessary. I do know whenever possible we have the vehicles detailed and ready for delivery when notified to do so. However, as expected by all parties, your return visit was to be sure the vehicle was detailed in full. We lived up to our end. We detailed the van professionally and did a very nice job. I apologize a canister was left in the vehicle. I looked over the vehicle myself before delivering it back to you as planned. I had other eyes on it also as I know, from meeting you one time, that you are very particular about details and I wanted to be sure you would not be disappointed. As closely as we looked it over before returning it to you I am surprised we missed the canister. While we had your vehicle the used car manager loaned you a stock unit to drive in so you would not be inconvenienced anymore than you already were. My porter, Jim, returned the vehicle to you as discussed. To my surprise you were disappointed with the detail job as you have clearly shared with Jim, Dave Askew and your reviews and e-mails to us. I am not sure how we could have done much better. I do apologize that you are dissatisfied with the experience and the detail. My not getting back to you was because the last I knew you were having the vehicle professionally detailed somewhere else. I did offer, while my porter was still at your home returning the vehicle, for him to bring it back here for us to go over the vehicle again. You declined that invitation. We are in the business of working toward completely satisfied customers. It is not ever our goal to have a customer disappointed like you are... I am sorry we fell short of your expectations. Respectfully, Joe Prokes Service & Parts Director Dick Scott Chrysler Dodge Jeep Ram 734-451-3535

Dick Scott Chrysler Dodge Jeep Ram responded

Thank you for your kind review of your recent visit to our Service Department. We are happy to have helped and appreciate your recommendation!

Dick Scott Chrysler Dodge Jeep Ram responded

Thank you for your kind review of your recent visit to our Dealership. We greatly appreciate your recommendation of our dealership and look forward to your next visit with us!

Dick Scott Chrysler Dodge Jeep Ram responded

Thank you taking the time to review your experience with our Service Department. We are glad to have been able to find and help take care of the additional repairs and get you and your vehicle back on the road efficiently.

Dick Scott Chrysler Dodge Jeep Ram responded

Thank you for your comments and I apologize for your less than satisfactory experience. At Dick Scott Chrysler Dodge Jeep Ram, our goal is complete satisfaction, exceptional service, and, timely, accurate service repairs performed by highly skilled technicians at competitive prices for all customers. I would like the opportunity to respond to your concerns. Please call me at 734-451-2110 to discuss. I look forward to hearing from you. Sincerely, Joe Prokes Service Manager