Ourisman Chrysler Dodge Jeep RAM

Ourisman Chrysler Dodge Jeep RAM responded

David, I want to thank you and let you know that I agree and appreciate your review. It is important to both of us to know when our customer is happy with the level of service they received. We appreciate your review and your business. We look forward to seeing you next time!

Ourisman Chrysler Dodge Jeep RAM responded

Jeeplover20, thank you for voicing your concerns with your visit and I am sorry you were not completely satisfied with the level of service you received when visiting us. We strive to take excellent care of each and every customer. Unfortunately, sometimes miscommunications occur or other issues that hinder a customers experience from time to time. I feel compelled to let you know, Dwayne is a very good advisor and typically receives very high remarks from customers especially as it pertains to his communication. After being here for 16.5 years, the amount of accolades and high remarks certainly stack up high. I went back through the notes on your service ticket which shows the recommended work. I see that it says "Front Crossmember is rusted and has holes." I believe this is the part you are referring to. By law we are not allowed to keep your vehicle even if we feel it is unsafe to drive, we do however, need to let you know if we feel it is unsafe. The crossmember has holes in it which we did take pictures of and can send them to you if you wish. Your air filter was also recommended but was not replaced because you did not authorize it to be replaced. The only thing you were charged for due to authorization of work was you warranty deductible for the electrical concern. I will speak with Dwayne in regards to how is body language and tone was perceived by you, but I am failing to see how or where we did anything wrong with your vehicle. If you care to speak with me further or directly about this, feel free to reach me at (410)988-8100 ext 221 or ask for Jeff Borakove. Thank you and have a happy and healthy holiday and New Year

Ourisman Chrysler Dodge Jeep RAM responded

Thorntonhc20, Thank you very much for your review. We are very happy to know that your are pleased with your experience with us! You are absolutely correct, we do care about our customers and we strive to please 100% of our customers every time. We look forward to seeing you for your next visit, but until then be safe and be well.

Ourisman Chrysler Dodge Jeep RAM responded

Ms. Ward, I am sorry to hear you were not pleased with your experience here at Ourisman. It took me some time to review your visit and acquire the facts. It looks as though you special ordered tires from us (with Moe), you were able to take advantage of the buy 3 get 1 free promotion and when the tires arrived, we installed them. It seems this is where the experience for you, started to turn wrong. When your vehicle was complete, you told Moe you were unhappy because we installed "used tires". I can tell you that was not the case. I spent a lot of time following the tires that were installed on your vehicle and where they originated from. I watched on camera the technician get the tires from the parts department, then i went back and watched when the tires were delivered to the parts department. These Toyo tires that you picked out and we special ordered were never used. I spoke to the Service Manager about someone here screaming at you, which I find to be unacceptable, he was unaware of that but he did tell me that he had to speak loader than normal since he was trying to explain the tires have full tread depth but whoever you were on the phone with on speaker phone while trying to discuss with John was speaking over John. We have never installed used tires on a customers car with expectation of the customer that they were getting new tires. That is just not how this shop is run. What isn't lining up to me is how we went from you being happy and ordering tires through us to where you state we put used tires on your vehicle. It seems like there is something missing from this whole story and I would like to know from your stand point what is missing? I have tried several times over the past month to reach you before I responded to your post, unfortunately I have had no success reaching you. If you care to discuss this further, I would greatly appreciate it. You can reach me, Jeff Borakove, General Manager at (410)988-8100 ext 221. Thank you

Ourisman Chrysler Dodge Jeep RAM responded

Ron, Thank you very much for the excellent review. I am sorry there was an issue so soon into your ownership, but I am very happy that Moe and team were able to get you back on the road expeditiously!

Ourisman Chrysler Dodge Jeep RAM responded

Smoothone, Thank you very much for the excellent review. We are very happy that Moe was able to help you and you were please with his communication! Thank you for your business and trust in Ourisman of Clarksville. Thank you for your service!

Ourisman Chrysler Dodge Jeep RAM responded

DocGMD, Thank you very much for the 5 star review and kind feedback! We greatly appreciate your continued business and trust in Ourisman.

Ourisman Chrysler Dodge Jeep RAM responded

Lolo, Thank you very much for your 5 star review and your feedback! We understand you have many choices in where to service your vehicle, therefore we are very thankful that you choose Ourisman. As you already know, you're in great hands with Steve and we look forward to seeing you at your next service interval.