i.g. Burton Chrysler Dodge Jeep Ram of Smyrna

i.g. Burton Chrysler Dodge Jeep Ram of Smyrna responded

Hey Mike, Thank you for sharing your feedback from your visits with our service department. To clarify: you weren't charged a diagnostic fee for the transmission service. The issue you were experiencing was unrelated, and a transmission service would not have corrected it. The concern you brought up could not be reproduced - and there was no need for a transmission service to be completed - so you were not charged for one, nor were you charged for the diagnosis during that visit. The separate issue with your lift kit involved you providing us with an aftermarket kit that was either missing hardware or had incorrect parts that had to be special ordered which delayed the installation. You had also explained that your check engine light was on, so we performed a diagnosis for that. We're sorry you that you feel that you've been misled in any way and that's certainly not our goal, but we do feel that we've done our best to work with you on all of your concerns. If you'd like to discuss your experience further, or Service Manager or Service Director would be happy to assist you in any way possible.

Mike responded

We spoke about this and to make sure no one is misled - the transmission service was scheduled BY ME and not performed. You are correct - I was not chrged for a half our diagnosis, I just payed full price for my oil change and tire rotation even though I had a coupon - due to the half hour diagnosis. And again you are correct - the concern had nothing to do with the transmission service, even though I scheduled it because I wanted it performed and it was not completed as requested. I DID NOT request to have the transmission serviced to diagnose ANY problem. I requested the service because i wanted the transmission serviced and your shop decided not to do it. I asked for a tech to look at the exhaust manifolds and intake because I was hearing a noise during acceleration that sounded like an exhaust leak or air leak. It had nothing to do with preventive maintenance on my transmission but that was screwed up. Then the second vehicle - The lift kit did not come with incorrect parts, the bag I picked up HAS the correct missing track bar bolts in it. They weren’t used during the install, neither were the replacement lower shock bolts and a couple of control arm bolts. The axle side control arm bushings that you are referring to were not included and we spoke about them- they were not on my radar as an issue. They were recommended by your technician and I was okay with the replacement - but you were not able to supply Mopar replacement parts, they were not “special ordered” as you state. You sourced lower spec parts locally even though I offered to procure Synergy or Mopar parts from Quadratec in West Chester the next day. Also to correctly address the check engine light - I NEVER requested a diagnosis for ANY check engine light. I requested AN ESTIMATE FOR THE THERMOSTAT REPLACEMENT BECAUSE IT HAD THE THERMOSTAT CODE. I was VERY clear, i knew what the code was for, I NEVER asked for that to be diagnosed and I expressed my frustration midweek about the $870 thermostat estimate - that was ridiculous as was the charge of an additional alignment cost due to a lift above the initial estimated that already included an alignment. Ironically the dealer rater review brought you back to the table to negotiate the unrequested diagnostic fees and try to smooth over 2 horrible experiences that I was expected to just accept. No there is no “misled”, incorrect, or missing parts. There was absolutely no maintenance requested by a stupid customer to self diagnose any concerns. There is absolute dishonesty and incompetence at IG burton service and I and my family will never again be ripped off nor waste our time or money there ever again. Coming back after a bad review and dishonestly responding - acting like you were saints and the customer is lying and uneducated instead of addressing the unrequested diagnostics and making it right when I was paying the bill is an embarrassment to IG burton and insulting to my family and I. I have no need to ever discuss anything with you or your establishment ever again. You ripped me off and tried to save your online reputation instead of addressing a concerned customer when he was paying the bill. The incompetence I referenced that you were so worried about in the review when I had noticed old bolts and drove an hour to pick up the missing, unused bolts. bolts that were still on your tech’s bench-wasn’t just about the unturned Metal Cloak gold titanium nitride coated bolts that were not returned to the customer at pick up - part of a $140 replacement bolt set. It was the unperformed work, it was poor attention to detail, it was poor communication, it’s poor customer service, it was poor communication, and EXTREMELY poor service recovery for a dissatisfied customer in the moment when he was paying a dishonest bill. Yeah, “Good luck with the vehicle”, a fitting in person response. No, I’ll take it to a competent shop to perform the work that was requested on my Powerwagon, and have a competent shop install the correct Trackbar bolts that I now have back in my possession to address the worn track bar bolts and mounts - then have a proper alignment reperformed. I chalk up the xxxxxxxx diagnostic fees, additional alignment charges and labor costs for unperformed work to a disturbing and unfortunate learning experience. THAT was my mistake, learning on Saturday that my Jeep wasn’t touched after a week of sitting when I stopped, after multiple “we need it another day conversations and excuses for tech trainings” only to be thrown together and ready in less than a day that Monday and not just seizing it by using my spare key and driving it home Saturday like I had considered was my biggest mistake. I knew your shop was dishonest and incompetent then. THAT’S BEEN CLARIFIED.

i.g. Burton Chrysler Dodge Jeep Ram of Smyrna responded

Thanks so much for sharing your experience with our dealership! Please reach out to us if you need anything else! ♥

i.g. Burton Chrysler Dodge Jeep Ram of Smyrna responded

Great to hear! We appreciate the opportunity to serve you and we're always here if you need anything! 😊

i.g. Burton Chrysler Dodge Jeep Ram of Smyrna responded

Glad we could assist you! Please reach out to us if you need anything else! ♥

i.g. Burton Chrysler Dodge Jeep Ram of Smyrna responded

Glad we could assist you! Let us know if you need anything else! ♥

i.g. Burton Chrysler Dodge Jeep Ram of Smyrna responded

Thanks so much for sharing your feedback for our team and our dealership, Gene! Let us know if you need anything else! ♥

i.g. Burton Chrysler Dodge Jeep Ram of Smyrna responded

Glad we could assist you! We hope your vehicle is treating you well and we're here if you need anything else! 😊

i.g. Burton Chrysler Dodge Jeep Ram of Smyrna responded

Thanks so much for sharing your experience with our dealership! Please let us know if you need anything else! ♥

i.g. Burton Chrysler Dodge Jeep Ram of Smyrna responded

That's great to hear! We're so glad we'll be able to continue to serve you and we're always here if you need anything! ♥

i.g. Burton Chrysler Dodge Jeep Ram of Smyrna responded

Great to hear! We hope you absolutely love your new vehicle and we're always here if you need anything! ♥