car dealer reliability???

boatman37

Well-Known Member
Jun 6, 2015
4,199
pittsburgh
Boat Info
2006 Crownline 250CR. 5.7 Merc BIII
Previous: 1986 Sea Ray 250 Sundancer. 260 Merc Alpha 1 Gen 1
Engines
5.7 Merc BIII
So what gives? Our local Dodge dealer has been horrible since Napleton took over about 5 years ago. I quit going there as the service was so bad that I was afraid of the damages they would eventually do. They had a deal where you pay for 1 oil change and get 3 free. Between my truck, wifes Commander, and daughters Grand Cherokee 4 out of 5 oil changes they left the filter loose. Daughter also took her GC in for an alignment and they had it for a week and charged her $500 cause they said they broke a bunch of bolts. Took my truck over for new tires and they didn't balance the rear tires properly then tried to tell me I had a bent rim. Step-son has a 2015 Dart that needed a new engine (under warranty) and they lost the front wheel well door for the headlight bulb access, cracked his front bumper, and didn't properly route his wiring harness. Then he took it back again for oil change and tire rotation and they stripped his wheel lock tool and the locking nuts. They scratched his rim up during this process. We have all quit going there after all this (this was all in about a 2 year span). So last oil change I went to a different Dodge dealer and they also left my oil filter a little loose. Not as bad but noticed oil drops in the driveway and checked it a few weeks ago and it was still good. Checked it today and it was a quart low. Topped it off and checked my filter and it was loose. ugh. Ridiculous
 
It's a shame. Years ago the dealership gave the best service but at a steep price today it's just the steep price. I think most dealerships survive on warranty repairs that the consumer is forced to the dealership for.

I would let the general manager know. They will probably make all kinds of excuses but ultimately it is in house education and lack of quality control.

I would also shoot a note of dissatisfaction to corporate where they will probably take notice. Of course if all else fails take a complaint to social media - the young marketing executives are well tuned to that.

-Kevin
 
So what gives? Our local Dodge dealer has been horrible since Napleton took over about 5 years ago. I quit going there as the service was so bad that I was afraid of the damages they would eventually do. They had a deal where you pay for 1 oil change and get 3 free. Between my truck, wifes Commander, and daughters Grand Cherokee 4 out of 5 oil changes they left the filter loose. Daughter also took her GC in for an alignment and they had it for a week and charged her $500 cause they said they broke a bunch of bolts. Took my truck over for new tires and they didn't balance the rear tires properly then tried to tell me I had a bent rim. Step-son has a 2015 Dart that needed a new engine (under warranty) and they lost the front wheel well door for the headlight bulb access, cracked his front bumper, and didn't properly route his wiring harness. Then he took it back again for oil change and tire rotation and they stripped his wheel lock tool and the locking nuts. They scratched his rim up during this process. We have all quit going there after all this (this was all in about a 2 year span). So last oil change I went to a different Dodge dealer and they also left my oil filter a little loose. Not as bad but noticed oil drops in the driveway and checked it a few weeks ago and it was still good. Checked it today and it was a quart low. Topped it off and checked my filter and it was loose. ugh. Ridiculous
Is there a question in there somewhere? I missed it if there was? Maybe this was just a rant....
 
Can't you toss a wrench in and around the Pgh area and hit another dodge dealer in that area?

Go somewhere else.

My parents go to Cochran in Natrona Heights and so far so good with their service on a Jeep
 
Totally different experience at our FCA dealer. We have been doing business with the same service manager for 22 years. MOPAR or no car...
 
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Totally different experience at our FCA dealer. We have been doing business with the same service manager for 22 years. MOPAR or no car...
 
No question. More of a rant...lol

Funny you should mention Cochran. We bought our Crosstrek from them in 2017 and got the factory remote start. The range sucks and I found it is literally advertised at 40'. Ours is the push button start but they had mentioned about installing one for the key start models that have the separate fob. I called the service dept and specifically asked if they could remove my other one and install that one (400' advertised range). They said they could so I scheduled it for a few weeks ago. Followed my wife on the 25 mile drive to drop her car off. Left and shortly after that the service guy called and said parts were missing from the box and they'd have to order a new one. Ok. Sucks but not their fault. So re-scheduled for a week later. Take the day off work and pull the car in. Go sit in lobby and 20 minutes later same service guy comes in and tells me they can't install that one on the push button start model. Now I'm mad. I specifically asked the same guy this a month earlier when I was researching it. So I come home and call a different Subaru dealer and ask him. He puts me on hold and tells me they cannot install that one on the push button model. So I tell him the backstory and he says 'that's why I put you on hold, to double check before giving you an answer'. I thank him for that then call my dealer to talk to a manger. I get a voicemail so leave a message. A few hours go by and I call back and they transfer me to another guy. Again voicemail. This went on 5 times and eventually they transfer me to the service guy I initially dealt with....lol. His response was 'sorry'. I told him I had 150 miles in driving and lost a day of work for this and that I should at least get a free oil change or something. Again he says 'sorry'. Several days later we finally get ahold of a manger and he gave us 2 free oil changes. The problem is Cochran is huge and has about 15 locations so when you call you get a centrally located operator who has no idea who to transfer you to.

Maybe my luck with dealers is just that bad....lol. But the one closest to me (Napleton) has lost alot of business because of the shoddy work. I have heard from a few people that they won't go back there and when you do go there are only about 3 cars in the garage and about 10 empty bays. One of my wifes 10th grade students told her he got hired there as a mechanic (10th grader!). I guess he works a few hours a week. Before Napleton bought it they were good but Napleton came in and replaced everybody and it just went downhill. When they messed up my step-sons wheel he told them he wanted them to replace his wheel. They told him it wasn't that bad and you could hardly see it (they touched it up). He then went down the list of all the issues we have had with them so the manager told him 'fine we will replace the wheel but then we are done with you'. My step-son told them forget it, I'm done with you. So now he goes to the dealer that did my last oil change.

As for other Dodge dealers, there aren't many others around. Napleton is about 3 miles from my house and the one I went to last time is about 15 miles away but the next closest is probably about 25-30 miles away so not really a good option when I have to work my job around the appointments.
 
I never take our vehicles to a dealer unless it's warranty work. Plenty of mom and pop garages around or I do it myself.
 
We get two new lease cars every 3 years and the only time I go back to the dealer in between is if one of them needs warranty work. Even then, they try to upsell you some overpriced or unnecessary service.
Last set of leases had free oil changes and state inspections and I never took advantage of them.
 
My leased Silverado never goes to the dealer even for the free oil changes I pay for them.
We have a great small shop in town who we’ve used for many years. I don’t trust the dealers my opinion.
 
My leased Silverado never goes to the dealer even for the free oil changes I pay for them.
We have a great small shop in town who we’ve used for many years. I don’t trust the dealers my opinion.
My Silverado has almost 250K on it, pretty much trouble free. I noticed a change a few years ago at the dealer. Take it in for an oil change and they'd come out and tell me I need all kinds of repairs. They were concerned with my safety and didn't want me to breakdown and be stranded on the road.:D

One time the recommended repairs totaled 5k. When I told them my truck didn't need any of it, they said OK and walked away. I found out they had just put the Lube Dept manager on commission.
 
I think this falls inline with service in general and I'm going to make a broad statement that will expand on the issue.

I think dealerships, as well as all businesses are finding it difficult to get good employees....

I also think your are going to see dealerships change ownership to a new generation as the founders, etc. retire or slow down.... I'm just speculating, but it would be worth investigating when the founders transitioned.... Everything has become about squeezing the last dollar, and customer service takes a back seat. That's a new generation mindset....

If I could do everything myself, I would....
 
I totally agree that customer service these days sucks. I always try to take the name of the person I'm speaking with so I can hold them accountable for "tasks" that I need done. It almost always elevates their attention to my needs. If they drop the ball I go right to the top....general manager, owner, CEO etc.
 
The nickname for dealerships is "stealerships".
Only time my vehicles go there is for warranty work/recall work...and I dread it!

I wrench my own when it comes to basic stuff like oil changes, filters, fluids, plugs, etc. Even brakes...I do those myself, including rotors.

But for other heavier wrenching stuff, I'd go to a local Indy shop.
 
I think dealerships, as well as all businesses are finding it difficult to get good employees….
I agree. My son went to school to become a diesel technician. In the 15 years since he graduated he has worked for several dealerships. Word gets out that he's a highly qualified diesel tech so he gets hired away from one company to the next.

His most recent job transfer was from a Chevy dealership where he was happy but felt like he couldn't make enough money. An owner of an independent shop got ahold of him and wanted to speak with him about coming to work for them. That dealer offered him a salaried position (as opposed to flat rate where warranty work doesn't pay much) and the salary was about $10K above what he was currently making.

He went to his current boss at the Chevy dealership, told him about the offer and said he'd like to stay there because he liked the place but found the raise hard to turn down.

The Chevy dealership wasn't the least bit interested in giving him a raise so he left. He's been at the new independent shop for a few months and their diesel business is already showing an increase.

It seems that the dealership (and probably most dealerships) treat their employees as a commodity. If one leave, you just to hire another with little regard for the experience and training that you lose when an employee leaves.

Bean counter mentality.
 
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Have not had a poor dealership service experience in many years. My wife's Acura goes in for service usually two times a year for whatever the service reminder says. Tires are always rotated, oil changed, plus any scheduled other incidentals. The car Is ready when promised. She can wait for it in a clean service area with great snacks and coffee or they will give her a nice loaner to drive if she asks for one. Prices seem fair and the people are nice. We have known them for 35 plus years. My experience with Porsche is the same. Car goes in once a year for a routine oil change and twice for winter and summer wheel and tire swaps. The techs enjoy teaching you about the ins and outs of your particular model, and are proud of their work. The sales guys will allow you to drive any recent 911s they have on the lot in hopes of a sale. People are friendly, service and showroom areas are very clean, and feature good snacks and coffee. Price is higher than the Acura store, but service for these cars is more complex and requires special tools. They are not easy for most DIYers to work on including basic oil changes. Still, the service work is interesting to watch and learn about. Both dealers do a nice job of returning the car to you freshly vacuumed and washed. No complaints here.
 
Depends on what the mechanics are paid. Higher end car dealerships pay mechanics more & have better trained staff. At the Jaguar dealers we go to (Orlando & Miami) the mechanics are paid over $150K annually. My Jaguar XF came with a great warranty and was no more expensive than my wife's Jeep Grand Cherokee.
 
Depends on what the mechanics are paid. Higher end car dealerships pay mechanics more & have better trained staff. At the Jaguar dealers we go to (Orlando & Miami) the mechanics are paid over $150K annually. My Jaguar XF came with a great warranty and was no more expensive than my wife's Jeep Grand Cherokee.
In some areas that may be true. Before my son worked at the Chevy dealership he worked for about 4 years at the same owner's Mercedes Benz dealership.

Same pay per hour, flat rate. He couldn't make any money because (1) the shop rate was so high many Mercedes owners took their cars to independent shops after they were out of warranty, and (2) the Mercedes flat rate manual always seemed to be shorter hours than the job always took. When he went to the Chevy dealer it was like getting a pay raise because there were more cars coming through the doors.
 
tiara in the snow 01.JPG
In some areas that may be true. Before my son worked at the Chevy dealership he worked for about 4 years at the same owner's Mercedes Benz dealership.

Same pay per hour, flat rate. He couldn't make any money because (1) the shop rate was so high many Mercedes owners took their cars to independent shops after they were out of warranty, and (2) the Mercedes flat rate manual always seemed to be shorter hours than the job always took. When he went to the Chevy dealer it was like getting a pay raise because there were more cars coming through the doors.
Porsche owners seem to like the independent shops as well. My car is still under warranty so I do use the dealer. However, I like the dealer and still use them for non warranty work. I understand they charge a premium vs. the indies. I will order a new 718 this summer and repeat the process. My dealer experiences are mostly centered around routine service as I don't own cars long enough to see systems failures. Will probably need to replace tires this summer before selling the current model, as Porsche buyers expect even used cars to look and drive like new ones.
 
For the last 20yrs I have owned Lexus's and Volvo's. I like to do the maintenance stuff myself. Anything I can't handle I go to the dealer, they are not the cheapest date in town, but I trust them, know a couple of the service writers, never had a problem with them -- actually very good service. The Volvo dealer is the same experience as Lexus, trust them, they don't seem to screw with you, but I mostly go there for warranty work. Found a very good indy shop for Volvo, have not been able to find that for Lexus. I think with anyone doing work on your car/boat/house, you have to be very clear what you want done - if you sign the blank work order and just say "fix it" you pretty much deserve what you get. I specify the service I am there for and am very clear that they need to call and get my approval for anything else. If they do more, then I would thank them for the complimentary services (never had that happen). For me I think (maybe I am wrong) but I have bought 3 Lexus's and 3 Volvo's from the same dealerships - I think they recognize that and just don't try to run the bill up on a repeat customer. Why would they want to tick me off - it's pretty likely I will buy more cars from them.

Lexus and Volvo have also been very professional when I have bought cars, no games, just a reasonable negotiation on the price, pay or finance and out you go - no sales games. Lexus does an incredible job on the delivery, if you want it - my wife spent over an hour with the car inside a private showroom while they went over every single thing about it. I didn't care for that on my car and passed on the private tutorial. I looked at a Honda for my daughter before we bought her a Volvo - I had to get down right nasty with the GM - just playing all the ridiculous sales games. We also looked at a Toyota - a true pricing dealership, practically had to wake someone up to help us.

I can only imagine how bad some people get taken when they go to get their car serviced or in the purchase. I guess Carvana is good for some people - at least they tell you up front they are screwing you.
 
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