Poor Customer Service From Manuel Dodge

On December 19, 2005 my 2004 Chrysler Pacifica was taken to Manuel Dodge in Richardson Texas for warranty work to stop noises that my wife and I were hearing in the chassis. The car was held at the dealership for four days (three days longer than promised). Both my wife and I made numerous calls to the dealership’s service department. And, on each occasion, when pressed for specific details, the service advisor was vague and evasive with his answers. On the third day he called my wife and told her that a charge of $225.00 would have to be accessed for removing the front struts in order to get to the “other part” (again, another vague description). When my wife mentioned that the work should be under warranty, the service advisor told her to go ahead and pay the $225.00 and appeal to Daimler Chrysler, someone from the office would in turn call him and he would support our position. Only that’s not how it was played out. The service advisor then told the agent from Daimler Chrysler that it was a maintenance issue and a legitimate charge. Therefore, our claim was for reimbursement was denied.

On a follow up call to Manuel Dodge the service advisor said that the charge was for some “special lubricant” that needed application. This was something that we were not told of during previous phone calls. In retrospect, the service agent seemed interested in getting us off of the phone during our calls. Subsequent calls to Daimler Chrysler have gone unresolved. An e-mail sent to Daimler Chrysler five days ago has not been replied to. Essentially, I was lied to. Daimler Chrysler seems disinterested in resolving complaints. I once owned a 1977 Plymouth (a total lemon). When I unloaded it a few years later, I swore then to never own a Chrysler product again. In 2004 I bought the Pacifica thinking that times have changed. Unfortunately there seems to be little improvement. It took Chrysler 25 years to restore my confidence in their product. Unfortunately, lousy service seems to persist. Under no conditions would I ever consider another Chrysler product.