Sulphur Springs Chrysler Dodge Jeep RAM

Sulphur Springs Chrysler Dodge Jeep RAM responded

Congratulations on your new vehicle! We hope that you love it!! Thank you very much for leaving us such awesome feedback! We hope to see you again soon!

Sulphur Springs Chrysler Dodge Jeep RAM responded

Mr. Smith, my name is Melissa Nottingham, I have been looking into what happened during your visit to us. I spoke with Kane, our service manager. He told me that he did inform you that Chrysler would pay towards a rental car while your vehicle was being worked on here. Your vehicle was brought in on Monday 10/7/24 and was supposed to stay with us until at least 10/14/24 because we had your vehicle scheduled for the rust repairs on 10/11/24 and we also had to wait for your new center console to arrive. While your vehicle was here, it not only had an oil change and tire rotation, but the entire center console was completely changed out (under warranty) which is why there was grease in the vehicle as it is a very considerable job. Usually, we detail the vehicle thoroughly before giving it back to the customer, but we did not have time to complete the detail because you called and needed it back immediately that Friday (10/11/24). I am so sorry that there was grease in your vehicle and that we were not given the time to clean it before it got back to you. As for the service loaners, that is a courtesy that we extend to the customers, that we are not reimbursed by the customers for, and they are always in short supply. I am very sorry to hear that you waited that long for a service loaner and the service advisor that you were working with is no longer employed here. Again, I am very sorry that we did not have a loaner vehicle available for you, that we were not given to opportunity to detail your vehicle, and you received it back in sub-standard condition. If there is anything else that you would like to cover that we have not here, please reach out to me at melissa@ssdodge.com. Thank you for your time.

andybsmith responded

Ma'am, No My vehicle was only supposed to be in a week as I had to rent a car. I told the folks in service that, and Enterprise both picked me up and dropped me off-- so it was known. Yes, it was dropped off on Monday 10/7/24 but was to be ready by end of week. Not 7 business days, not minus holidays, excluding weekends or any other semantic. So as scheduled, I reserved a car for 5 days, because 5 days was what could have been needed. The van was still sitting waiting to leave sometime Friday night or saturday morning. Was the body shop going to do al the work they saturday afternoon to have it ready monday morning? They had all week to work on it. The irk to all of this is I was on a list for over a YEAR only to have this happen.

Sulphur Springs Chrysler Dodge Jeep RAM responded

Ms. Higbee, I think maybe you misunderstood what I was saying. Your vehicle was never qualified for the lifetime oil change program. Our service advisor must have mistakenly gave you pricing that was never meant for your vehicle because your vehicle has always required synthetic oil and the only vehicles that were qualified for the lifetime oil change program were those that take conventional oil. We were essentially paying you to come and get your oil changed here and this went on for 4 years by your own statement in the review above. I sincerely apologize for our mistake but we cannot sustain ourselves as a business by not charging what is fair to do a service.

littlehig62 responded

I did not miss understand anything. I asked for synthetic oil must first oil change in 2020. I drove high mileage and requested the best. At no time for the four years did anyone question my request. I can use regular oul now because i have since retired and no long drive high mileage. No oerson at your dealership offered a regular oil to me. Instead they turned me away when i said within 6 months im looking to get another vehicle. So a 20,000 vehicle is worth losing me as a customer.

Sulphur Springs Chrysler Dodge Jeep RAM responded

Ms. Lao, I am very sorry that you had this experience but would like the opportunity to correct a few things about this review. You have been contacted several times through calls, texts and emails. No one ever dodged your calls/texts/emails. We simply asked you to get a second quote for the scratches, which you refused to do. The quote that you sent us was for over $4,500.00 which is an extremely high price for the few scratches in the pictures that were provided to us. Our employees stopped responding to you after your final voicemail where you threatened to leave us bad reviews all over social media unless we paid a $500 deductible and paid you for your time - you demanded a check for $1,000.00. After showing the pictures to body shops that we work with regularly, those scratches could have been repaired for $300-$500, that is why we asked you to get a second quote. Again, I am very sorry that this happened but do not think that it is unreasonable to request a second quote for something that you are asking us to pay for.

wearehis responded

Timeline 2024 RAM 1500 5/17/2024 – received truck from Sulphur Springs RAM at 2117 Laurel Lane, Sierra Vista, AZ. 5/17/2024 – contacted Jeremy Nelson, Sulphur Springs RAM Salesman, and Paul Hyland, Sulphur Springs RAM Finance Manager, with photos of scratches on RAM 1500 immediately after the truck was unloaded from the trailer and parked in my driveway. 5/17/2024 – took RAM 1500 to Wash Works Detail Shop in Sierra Vista to see if they could buff out the scratches. They could not. Paid $140 cash for the attempt. 5/22/2024 – took RAM to Fix Auto Sierra Vista, a repair facility in USAA’s Streamlined Appraisal Repair Service (STARS) for an estimate to fix the scratches on the bed (right side, left side, and tailgate). 6/4/2024 – emailed estimate from Fix Auto to Jeremy and Paul at Sulphur Springs RAM. 6/4 – 6/18 – send numerous text messages to Jeremy asking about status of getting the RAM 1500 fixed. No one returned my texts. 6/18/2024 – I called Jeremy, left message. 6/25/2024 – I called Jeremy, left message. 6/27/2024 – I called Jeremy, who finally answered and said Shawn Battreall, General Sales Manager would be calling me. 7/3/2024 – Shawn called and asked me to resend the estimate from Fix Auto to him. 7/5/2024 – received call from Shawn Battreall, General Sales Manager. Sulphur Springs RAM said work could be done for $500. Offered no assistance. 7/6/2024 – mailed letter to Mr. and Mrs. Scott & Melissa Nottingham, Owners of Sulphur Springs RAM, detailing my plight. 7/9/2024 – contacted USAA for assistance in getting the truck back to “new” condition. Filed a claim with USAA to have it repaired at Fix Auto, a USAA STARS repair facility. 7/11/2024 – dropped off RAM 1500 at Fix Auto Sierra Vista. 7/12/2024 – Megan contacted me after receiving my letter; I called her back and left her a message. 7/15/2024 – Called Megan two more times, left messages. 7/16/2024 – Called Megan, left message. 7/19/2024 – called RAM corporate to file a complaint with them against Sulphur Springs RAM. They suggested I call the dealership and request the deductible and detail shop reimbursement and if the dealership did not comply to leave reviews all over social media. He also suggested I file a complaint with the State Attorney General Office of Texas. 7/25/2024 – Called Megan; last time left message asking for $1,000 for $500 deductible, $140 for detail, and the rest for my time chasing down this repair. Said I would leave reviews and contact the State Attorney General’s office if Sulphur Springs RAM did not do the right thing. 7/30/2024 – picked up RAM in “new” condition from Fix Auto with my own insurance and at my own expense. FACT - Sulphur Springs RAM delivered to me a damaged truck. FACT - On 06/04/2024 I provided a repair estimate as requested. FACT - From 06/04/2024 to 07/05/2024 no one would respond to my numerous texts, emails or phone calls. FACT - My insurance paid for the damage done to the truck delivered to me by Sulphur Springs RAM. FACT - Sulphur Springs RAM would not even pay my $500 deductible or $140 for the detail. FACT - I am a DISABLED, HONORABLY DISCHARGED, US ARMY, WOMAN, VETERAN who is being taken advantage of by Sulphur Springs RAM.

Sulphur Springs Chrysler Dodge Jeep RAM responded

Mr. Larsen, I hope that we were able to change your mind and turn this one star review into a 5 star review! It was a pleasure working with you, we hope that you enjoy your truck and we hope that we see you again!

Sulphur Springs Chrysler Dodge Jeep RAM responded

Hello! Thank you very much for leaving us such an awesome review and also for choosing us! We hope to see you again in the future!

Sulphur Springs Chrysler Dodge Jeep RAM responded

Thank you so much for choosing us to buy your vehicle from and also for this amazing review! We appreciate you!

Sulphur Springs Chrysler Dodge Jeep RAM responded

Thank you so much for taking the time to leave us such an awesome review!! I will pass this along to the team! We appreciate your business and hope to see you again in the future!