September 2022 by Tyler O.
I took my 2020 Ram 1500 to Whites Auto Mall (used to be SISK) I was under the impression this dealership would take care of my vehicle and provide feedback as to how this process was going. I had taken my Truck in several times for concerns of how the Truck was shifting and driving. After several visits it was determined by their service department that the transmission required a service to assess the concerns, and during the inspection a piece of the gearing within the internals fell out on the catch pan. At this point they determined that a new transmission was required for my truck with a whopping 13000 miles on the truck. The service department assured me that it would be able to get the part within the week and fix the issue. At this point the dealership has had seen my vehicle my for the same issue for multiple visits. My spouse attempted to reach out on a bi weekly basis to the dealership to obtain a status and was met with resistance every step of the way. She had left messages which were not answered or calls not returned, she also spoke with several employees in the service department who dismissed her concerns of my vehicle. Now here we are over seven weeks later with no transportation, a vehicle we have been paying payments on and cannot use. We had contacted MOPAR two other times regarding this encounter at this point and reached out again, the representative reached out to the General Manager of the dealership and got no answer, so he left a message which was not acknowledged or replied to by the General manager. Therefore, I decided to call the dealership close to their closing hours as I had assumed that they would not be busy, and my service advisor was unavailable. The service manager was unavailable and I was forced into having to leave a message which I stated I had no hope of receiving a call back due to the pattern displayed by this dealership of "taking care of the customer". I received a call back roughly 10 minuets later to my surprise by the service manager stating that my transmission was installed and was running smoothly, however the service technician "bumped into another car" on the test drive and they were going to take care of it. Come to fine out this "accident "happened 24 hours prior to me calling and they did not notify me or my spouse and pushed it to an auto body shop for an estimate without my consent. They never informed me on their own accord that they had an accident with my vehicle, only after attempts from MOPAR and myself trying to get an update on my vehicle as their communication with customers is something to be desired. I was informed I could retrieve a loaner vehicle the next morning at 0800 which I had acknowledged and showed up at 0830 the next day to receive this loaner vehicle as I need a form of transportation for work. I asked the service manager what had exactly happened with my vehicle and he was unable to provide a full account of the incident and rushed me along to get the loaner, however in the process he had mentioned that the GM (General Manager) informs customers of incidents with vehicles such as the accident with mine when they happen. However, I was never informed and got it second hand after calling to figure out a status on my vehicle from the service manager. MOPAR had left him messages regarding the status of my vehicle with no acknowledgement in the previous days. Additionally, I was not informed my vehicle was in an accident after it happened. The dealership took my vehicle to another entity to get an estimate for repair without my consent and it appears to me that they were trying to fix it cosmetically without me knowing and not disclose the fact that one of their employees crashed my truck into another vehicle during a test drive. I feel as though I have been misled, misinformed and frankly lied to regarding the service of my vehicle by this dealer. I am thoroughly disappointed, frustrated with zero communication, and lack of confidence in their ability to take care of their customers with integrity.
