Confirmed Service Customer
I dropped my vehicle off on 03/19 when my truck began running rough and displayed a warning that I would experience "Reduced Acceleration". This is a 2024 truck with only 1,200 miles on it. When I arrived at the dealership, I was chastised by a staff member for not having an appointment ahead of time - even though I attempted to explain the warning message. The intake process was slow and the person assisting me attempted to correct me several times when I attempted to describe what I was experiencing with the truck. It was not until I showed the image of the warning message that he relented. At the end, I was told it would be "a couple of days" before they would get to it and told me if it involved rodents chewing wires they would not pay for it (I never mentioned rodents). On 03/26, after 7 days with no communication, I called for an update and was told they had no information. I later get a call stating they want to charge me $40 for fuel so they can test drive the truck - even though I had over 1/4 of a tank of gas when it was dropped off. I was later told they recalibrated everything and the truck would be ready to pick up. This changed quickly on 03/28 as the dealership called me to state their "engineers" were recommending numerous items be changed on the truck. On 04/05, I was notified that one of the parts they were waiting arrived, but was defective. They needed a replacement but it was backordered with no ETA. When I stressed this was a 2024 with only 1200 miles on it that they've had for 2 1/2 weeks and asked for an estimate of when it would be repaired, I was told they had "no idea." It wasn't until I complained about this that they offered to arrange for a rental vehicle for me. Instead, I picked the truck up and was told they would call me if the part arrived. The lack of apathy and lack of any decent communication was extremely disheartening. After over two weeks without the vehicle, I drove away with cobwebs on the bumper and windows, an added 60 miles on the odometer, and no reassurance of whether the vehicle was safe to operate or what the actual problem was in the first place.
Terrance D.
CAMARILLO,
CA
Business Response
Thank you for sharing your feedback. It is important to us that we satisfy every customer and we appreciate you bringing this issue to our attention. We are concerned about this issue and would like the opportunity to address it. Please be sure to contact us at your earliest convenience. We look forward to speaking with you.
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