McCarthy Jeep RAM Chrysler Dodge

Service is part of the overall package When one buys a car from a dealership, the service center is part of the entire package. You expect the dealership to be one entity – especially if t When one buys a car from a dealership, the service center is part of the entire package. You expect the dealership to be one entity – especially if they sell you a service package. Sales is truly all about the customer and working on getting a deal that is good for the dealership and the customer can be happy with. The Service Center is part of the Operations side of the house. It is about minimizing cost and maximizing throughput. The number of cars processed per bay is a measurement. Backlog and pre-booking is a measure. Profit Margin is a measure. These typical measures of operational success are the icons of service centers in the automotive industry. Customer satisfaction is only something they pay lip service to. Ask a manager what their cars per bay is, who the most profitable mechanic is, and you’ll get answers. Ask him or her what the customer experience is like and they’ll give you a blank stare. Customer experience has its own set of measures: phone wait time, counter wait time, time to get your car into the shop. All of those measure customer satisfaction in the components that are meaningful, and are present in the sales side of the organization; but are not in the operational side. Lee’s Summit Dodge continues to make the Service experience for customers something less than pleasant, and at times less than tolerable. It takes too long to get in touch with a “service representative” when you try to book your service. It typically takes two weeks to get your car in for service. Further, the day of the service you get a call to check the vehicle in, but then towards the end of the day you have to call in to ask if your vehicle is going to be ready. As 4PM approached on Saturday, I called. I was put on hold, finally the kind receptionist said she could not get anyone to answer, so they’d call me back. Twenty minutes later I get a call to be told that my truck was going to be ready and to go ahead an head in “if I wanted to.” I drove to get my truck and asked if they one note I had put in there about inflating all the tires after rotating them had been done. I was assured that they were. I checked as I drove away, and the tire pressures – with the exception of the tire they had fixed, were the same as when I took it in. This is my third time asking that the tires be inflated. This is the third time they have not done it. I’m stuck going back once more because they had to order a replacement drivers side mirror. I hope that my experience with the warranty work will be a bit better than with the regular service. However, I do not expect it to be. Chrysler Dodge have lowered my expectations to the point of hoping that I don’t walk away disappointed – simply to call it a win. No, I would not recommend Lee’s Summit Dodge to anyone until the day that the management realizes that all the good work and good will they build on the sales side is constantly, continually, and annoyingly eroded one service call at a time. It is fixable. You just have to truly want to. Paul Zainea 816-985-5393 More

Bad Communication I usually have very good customer service with Lee Summit Dodge. I bought my truck there and do all my service there. On this particular incident I t I usually have very good customer service with Lee Summit Dodge. I bought my truck there and do all my service there. On this particular incident I think it was just all bad communication. I had called in inquiring on my 60,000 mile service coming up on my Ram in 2500 miles so I could plan for it because I knew it was going to be more involved than the earlier ones. I was told that the estimated service would be $329. That was good now that I knew I would be ready for that service. Coincidentally two days later I go out to start my truck it would not start. So I called into service again and told him the situation and they said they could get me right in. I told them since they were going to have it we can go ahead and do the 60,000 mile service go ahead and get the oil changed. Again I was told that the service was $329. All good, they got the truck in they started doing everything but they could not duplicate the non-start so they wanted to go ahead and keep it overnight so they can get it fixed. They asked if I needed something to drive I said yes they said no problem will get you a rental car that I can go pick up,(no mention that I would be charged for the rental car I find out later) . The next day they call me tell me my trucks done I go pick it up. Long story short they try to give me a bill for $1200. No time in the two days that we were dealing with the service was any dollar amount discussed other than $329. I was blindsided by this amount and honestly shocked. The service manager did work with me on the bill and we came to a fair price I could swing. But if I would have known that it was going to be anywhere close to that I would not have done the service at this time, I had 2500 more miles to prepare for that. Price on service, repairs, rental car fees, etc. have to be discussed with customers before the work is done, hopefully that is their policy. Very Stressful afternoon! To make it worse, I woke up this morning and my truck would not start again. So the whole reason to take it into the shop so I have a truck that's reliable and after all the stress and frustration of the last two days I'm still in the same spot I was in. More