Rockland Chrysler Dodge Jeep RAM - Service Center

Rockland Chrysler Dodge Jeep RAM responded

Hello, I would like to address your review and clarify the details surrounding the service of your son's vehicle. Social media serves as a valuable platform for feedback, and we appreciate the opportunity to share our perspective on this matter as there is always another side to the story. As for your concerns about my role, I was the one who authorized your son’s rental and discussed the recurring issue when you came in or called. To clarify for you, I am not a technician nor was I your service advisor. I made it clear to you and your son that anything concerning a Lemon Law claim is a legal matter that must be addressed directly with the manufacturer, not our dealership. On multiple occasions, I tolerated your son's claims that I was ignoring his emails. If you recall, I provided the proof that I was not on the email chain he was insisting I was aware of. I hope you have a better understanding that my role is not one of fixing your vehicle or addressing legal matters. The reason we requested you to come in person to review our technician’s discovery was because the findings were quite alarming. The advisor, Brendan, explained that we were uncertain how the wires in your vehicle kept becoming disconnected after each repair. The technicians did not find a disconnected wire each time but in fact, found the wiring appeared to be ripped out. When we showed you the damage you and your wife were just as baffled by the findings. No one accused anyone in your family; rather we simply expressed that the situation was perplexing to us. Our director stated that we would investigate getting the repair covered in good faith as the findings clearly were not a manufacturer defect. We made good on our word and the repair was completed. Our takeaway is that, with your new vehicle, we hope you maintain a strong relationship with your new dealership, which will have the pleasure of serving your new vehicle moving forward. Maria Capello Customer Relations Manager Rockland Chrysler Jeep Dodge Ram Direct: 845-405-7698

mattgeo4930 responded

Maria, First of all, I hope that I can CLARIFY for you, I never said that “you were a technician nor were you a service advisor and that your role is one of fixing your vehicle or addressing legal matters”. Second of all, our car was in your service department more than 8 times for the same problem. It was a brand new car. Only once did you help us out with a rental car. Every other time we were told by you that you did not have any cars available for us and didn’t know when you would. I am so sorry that you had to “tolerate my son”, however he was looking for answers and you kept telling him that you were not at liberty to tell him anything. One of the times you “fixed” the problem my son left and on the way home the glove box fell out, apparently that was how you “fixed” our issue . He had to go back 2 more times for you people to fix it because it kept falling out. I am surprised that we were not accused of doing that also. In all the times that the car was brought in we were NEVER told or got in writing that you kept repairing wires. It was only when we were called in to be shown the wires and accused that someone who may not have been us had RIPPED the wires out. We were told that you were not going to fix it because we or someone had tampered with it and that we would have to pay for it. Then we were told that you would check with corporate to see if they would fix it as a one time courtesy. We were also told that the previous time that we brought the car in to be fixed, that the wires were soldered and lengthened. So why is it that we were never told that that work was done when we picked it up?Why wasn’t it put in the paperwork that it was done when we picked it up? It’s because it was all a lie. You had the car more than we did and had more opportunity and the know how to mess with the car so that you could blame us and not have to do the work for free. No one ever had our car besides you or us, so who would have ripped the wires out? We most certainly did not. We just wanted our brand new car fixed and to be able to have air, heat and a defroster that worked in our 3 month old car. I think that you people ripped them out so you could blame us hoping that we would never come back to you with the car. Your service dept could not figure out the problem and were sick of us bothering you every other day with the same problem. We could have been really nasty about all of it, but we were very nice under the circumstances. Not one of you ever even apologized for all of the inconvenience we were put through. We even had to endure Kevin and one of the other guys argue right in front of us because neither one of them wanted to get our car for us so that we could go home. Totally unprofessional. For that you apologized to us. You are a customer relations person but you were of no help to us whatsoever. From the very start we were made to feel like our issue was not a big deal and that it was our fault or that we were doing something wrong. While I understand that you have to defend your actions and the service departments, we know the truth and so do you. Thank you so much for wishing us well with getting a new car. Any dealership and service department will be better than yours to deal with. You do not have to worry we will never be back to your dealership or your service department and if anyone ever asks us we will not hesitate to let them know how poorly and unprofessionally we were treated.

Rockland Chrysler Dodge Jeep RAM responded

Hello, Thank you for taking the time to discuss your review with me. As I mentioned, we value customer satisfaction and appreciate your input regarding the issues from four years ago. We always strive to offer clear communication and understanding regarding costs and findings. There may be times when a vehicle is needed to come back, but rest assured our techs will investigate the matter as protocol outlines. The goal is to get customers back into their vehicle in the timeliest manner possible.  As we ended our conversation, it can be noted that we share the same sentiment that the service department values our customers' satisfaction. Best regards, Maria Capello Customer Relations Manager (845) 405-7698

Rockland Chrysler Dodge Jeep RAM responded

Hello, We value your feedback and I would like the chance to speak with you about your recent experience with our Service Department regarding the level of customer service that you were provided with and the quality of communication about the status of any updates on your vehicle. It would be appreciated if you would give me a call at a time that is best for you. Thank you, Maria Capello Customer Relations Manager (845) 405-7698

Rockland Chrysler Dodge Jeep RAM responded

Thank you for sharing your experience with Rockland Chrysler Dodge Jeep Ram. It's great to hear that our team provided knowledgeable and efficient service. Take care!

Rockland Chrysler Dodge Jeep RAM responded

Hello, Please know your feedback is very important to us. I would like the opportunity to speak with you regarding the customer service experience you shared with our Service Team. Please reach out to me at a time that is convenient for you. Sincerely, Maria Capello Customer Relations Manager (845) 405-7698

Rockland Chrysler Dodge Jeep RAM responded

Thank you for the kind words. We're pleased to hear about your positive experience with our team at Rockland Chrysler Dodge Jeep Ram.

Rockland Chrysler Dodge Jeep RAM responded

Thank you for your positive feedback. It's great to hear that our team provided you with thorough service and clear communication regarding your vehicle's oil leak repair. We appreciate the recommendation and are glad to know we've consistently met your expectations.

Rockland Chrysler Dodge Jeep RAM responded

Thank you for trusting Rockland Chrysler Dodge Jeep Ram with your vehicle. Your continued support means a lot to us, and we appreciate your loyalty!

Rockland Chrysler Dodge Jeep RAM responded

We always appreciate hearing feedback about our team at Rockland Chrysler Dodge Jeep Ram. Glad to know you felt well-informed during your visit. Thank you for sharing your experience.