I am a simple person, have a simple car ( a 2006 PT Cruiser) and follow simple directions. I ask questions when I am not clear on things and give and expect honest answers. With this in mind, on July 10, 2014 I traveled to ROCHESTER HILLS – CHRYSLER – JEEP – DODGE at 1301 South Rochester Rd. Rochester Hills, MI 48207, spoke with a heavy-set man seated on the right-hand side of the room facing north and told him I needed my car serviced and also needed a visor mirror replaced on the driver’s side of my car. The man, (whom I was told later his name is Advisor Matt) sent me to the ordering department where an order was placed for a visor mirror at a cost of $144.00 plus tax and and additional $55 for installation. After which, I was told to report to Chris for setting up an appointment to get it installed. I went to Chris and an appointment was made for Monday, July 14, 2014.
Upon leaving Chris, I approached the heavy-set guy again about having my car serviced because he did not address it the first time, but sent me immediately to the ordering department. I explained that I was going to put the car on the road on July 18th and needed the air conditioner checked, tires checked and overall maintenance to determine if everything was working properly. His response:
“I will not be able to take your car for two weeks because we are booked up.”
“Ok, I live in Troy, so I will take it to a dealership there.”
“They won’t be able to take it either because they are sending us their cars. Is your air conditionerworking?”
“Yes, but I would like to know if it needs “freeon” or whatever so that it does not stop working while I am away. I don’t want to have problems while on the road”
“If it is working now, it does not need freeon. Trust me.”
“Well, I have heard that before. ”
“We can give you an oil change and check some things, but it will be two weeks before I can take your car.”
Trusting his information, I agreed to the ‘assembly line’ check. This is a list of the items shown on Customer #123496–the receipt given to me by the dealership that they SAY they performed:
Change oil, replace filter
Top off washer solvent, top off trans. fluid
Top off Power steering fluid , check tire pressure
Replace lube sticker
Mopar oil change 2.4L EFI 03?09
On Monday, July 14th, I reported to Chris for installment of my visor. After waiting for over an hour, Chris found me in the waiting room and told me the mirror was broken when it was unwrapped, and another order would have to be placed and should arrive by Wednesday. We agreed on Thursday (because of my having prior commitments)for the installation . The mirror was installed. Momentarily, I questioned if the entire flap for the mirror was new, because there were dirty fingerprints on it. Not wanting to be “picky” I decided I could remove them with a carpet cleanser and said nothing about it.
On Friday, July 18th, I left for my trip to Wisconsin. A few minutes after getting there, my air conditioner had barely cool air coming from it. Several Chrysler dealerships were called and only one agreed to look at it. However, when I arrived there, he said it would be hours to look at it and 3 days for parts and repair. The windows had to be lowered for the whole vacation and return trip.
On Sunday July 20, 2014, as I was returning from the trip, about 20 miles from home, I heard a loud “pop” and smelled rubber. Immediately, my car became difficult to steer. I put on my hazard lights and continued to drive. By now it was between 10:30 pm and 11:00 pm and I was alone in the car. Finally, I reached home.
The next morning, I relayed the incident to Dave Robinson, the General Manager of Rochester Hills. After which, he immediately defended the position his advisor had taken even though I was not sure of his name, but stated he would look into the situation and return my call.
About a couple of hours later, he returned the call and told me, that I only dealt with two people, Chris the person who gave the appointment and the person who ordered the visor. When I protested that, and said I could walk in the place and point out the person whom I had spoken to about the overall maintenance inspection, he said that was his advisor Matt, but his investigation revealed I worked with only two people.
“No, I dealt with at least three people,” I said.
“Well, if you did speak with Matt, he was only telling you the truth, we were backed up.”
“But you yourself said the backup time was 3 to 4 days, not two weeks.”
“Well, at that time, it was 2 weeks.”
“Why did he try to dissuade me from going to another dealership?”
“He was just telling you the truth, Troy was sending us their people.”
“Are you satisfied that you gave good service?”
“We gave no service, only the visor installation!”
“Sir, are you saying you have no record that you serviced my car?”
“Yes, my paperwork shows we ordered and installed a visor.”
“I have a paper that shows you serviced my car.”
“If you are talking about the oil change, yea, we did that.” Hm-m-m, I wonder what his definition of service is. Look at the services AGAIN that they performed!
“I am sorry for your trouble, but my advisors followed directions from me, all they did was tell you the truth.”
“Sir, put yourself in my place, if the same thing happened to you would you feel you got good service?”
“What I’m saying is my guys told you the truth and you did not want to hear it.”
“So you feel your company bears no responsibility for what has happened?”
“No, we don’t lie to our customers, we tell them the truth.”
“No one is asking you to lie, but answer my question, I did not ask you if you told the truth, I asked if you thought I received good service from you?”
“Yes, because we did not service your car, and we told the truth.”
“Well sir, I will put this in my blog.”
“You make sure when you do so, you tell the truth!”
Now dear readers, I have told the truth. How would you feel if the exact same thing happened to you? Which would you prefer Rochester Chrysler’s version of truth or what you believe is good service? Do you feel the company bore no responsibility? Do you believe the employees gave good service? You be the judge!
In the meantime, I will take my car to another dealership for servicing and seek another interpretation of . . . the truth.
P.S. I just called the Troy Motor Mall Chrysler Dealership and was also told “We are backed up!” Back-up time — 3 to 4 days which is the number of days the General Manager at the Rochester Hills dealership said their back-up time was. That is . . . until he was reminded that his Advisor Matt said “two weeks.” The time suddenly got longer — 2 weeks that day I was there! Hm-m-m-m.