Poage Chrysler Dodge Jeep

Initial Business Response /* (1000, 5, 2015/11/23) */
Customer was very uneasy with the purchase of his Truck and his commitment. He had taken delivery of the truck on Friday and then wanted to make a service visit the following day which was Saturday due to his inside mirror was broken and felt a...

vibration at highway speeds. Unfortunately the Service Department was closed Saturday which really disturbed him. Speaking with his salesperson on Saturday he was very uneasy with his purchase and had thoughts about maybe he should not have made the purchase and commitment. Since the service department would reopen again on Monday, the salesperson made great effort to have the customer return Monday and address his concerns immediately. The mirror was replaced and the vibration concern was not duplicated through our diagnostics and road test. During his service department visit the customer was very uncomfortable and very demanding of his concern. He was very protective of his vehicle, which we can appreciate, and was upset that the technician was making a road test for the vibration without the customer riding along. When the technician returned, to continue with diagnostics, the vehicle owner was rather forceful in his reactions to the diagnostic findings. The technician could not duplicate the vibration condition. Since the technician was not able to duplicate the vibration condition caused the customer to become very unhappy. A second opinion by another service department was offered due to his dissatisfaction with our technician findings. The customer was not happy with our results. Unfortunately the customer left not satisfied and did not return for service.