This is my 'consumer complaints' as it happened on 12/29. I am taking it a step further today because nothing has been done about the treatment and disrespect received, even after my husband and I both complained repeatedly to Pohanka Sales & Service departments as well as the owner himself.
My husband and I have bought two Dodge Rams (3500 in '06 & 2500 in '07) from this dealership. Overall, we have been impressed with both in terms of performance. Dodge trucks are number one in our book and we have decided that it will be the only make for us in the future.
That being said, I had to take the 2500 in because it has been running rough (vibrating terribly while idling, feels like it's "kicking" while in motion, doesn't go anywhere when I accelerate, etc).
I was kind of nervous going into the service department because I know I have 'sucker' written across my forehead just for being female and not knowing anything about cars/trucks. I knew they would try to rip me off (which they did in the end) so I really wanted my husband to take care of it or at least have a male family member with me but work schedules wouldn't permit that.
So I signed the paperwork and handed over my key. Sat and waited for over an hour so they could check it out. Turns out it was the fuel injector. They had to order a new one, which (they said) wouldn't be in until after the new year. The service rep told me I could take the truck home (even though it was stalling out on me already) and just bring it in and wait the 3-4 hours while they fix it.
Here's what got me. First, it's a brand spankin' new truck. WHY is there something wrong with it already? I don't even have 10k miles on it yet.
Second, it's still under warranty and I had one of those vouchers for a free oil change but they charged me anyway. Said they couldn't reverse the invoice because I didn't give them the voucher right away. (I didn't know it was in there until my husband told me which was after they had the truck in there, looking at it.)
Third, they gave me my key back and told me it was OK to drive the truck until they can fix it. It has already cut off on us twice. I was so afraid it would leave me stranded somewhere, especially while my two young children were with me. When they asked if I'd be waiting on it and I told them I wanted a loaner, they said "well, let's check it over before we make any decisions about that." So what does that tell you?! No, they didn't want to give me one.instead, they wanted me to run my truck into the ground even more and risk leaving me broke down somewhere! All in the name of more money.
I told my husband we need to take our business elsewhere from now on because I'm not so sure I want another vehicle from them now. He has already complained to the guy who sold us both trucks and his boss. The owner (Marty Smith) had the fuel injector flown here from Canada overnight but the service department informed us that they can't fit us in until New Years Eve morning. A lot of good that did. And the truck is still sitting in my driveway, as I don't trust it not to break down and the service department told my husband they had no loaner cars to give us. Perhaps they don't also work with rental companies or else don't care about our safety? I would think our satisfaction would be high on their priorities list, as the owner is aware of us being repeat customers.
I was recently told that this dealership is '5 star' in service but find that hard to believe. I also can't help wondering had my husband been the one to take the truck in, if there would be a loaner car sitting in my driveway right now.
I was charged $119 for an oil change I should have gotten at no charge due to having a "we owe" voucher they had given us when we purchased the truck. My husband was charged $79 for his most recent oil change and plans to find out what the reason is for a $40 difference. This is assuming anyone will answer the phones at the service department. Before contacting the sales department to inform them of the problem with my truck, my husband called the service department multiple times in an effort to get an oil change for both trucks but no one answered the phone or called us back after leaving messages.
We have been informed to file a complaint with Chrysler LLC and open a "case" with them. Although we plan to do this just so they are aware of the poor service we got, I doubt it will make too much of a difference because the owner of this dealership is already aware of this situation.
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