ashley hepler

Review of Landers McLarty Chrysler Dodge...

I took my 2013 Dodge Journey in on 10-8-2014 becau...

I took my 2013 Dodge Journey in on 10-8-2014 because when the car is in drive but stopped you could hear a loud squeaking sound. When I arrived a lady named Heather took my name and number and asked for the reason I was there, I explained and she agreed that she also heard the noise. I arrived at 8:50am for a 9am appointment. After waiting until 10:50am a gentleman comes to me and says my car is finished and the person who checked my car did not hear the noise, also stated that the guy drove my car all over and still no sound. He advised for me to just bring it back if it made the noise again. I was leaving upset because I live in Hollywood Alabama. I got in my car and started it, put it in drive and the noise was still present at that time. I see Heather in the lot and I ask her where I need to leave a review. She knew I was not satisfied and asked what happened and I explained. She took my car back to the garage to be looked at again. In the mean time I go back to the waiting room where Jennifer Smith was working and as the Customer Relations Manager I expressed my upsetting experience. I told her what the guy said that returned my car and explained how when I got back in my car the noise was still present. I also advised Jennifer that whoever was checking my car used a significant amount of my gas while checking for the sound. She advised me that she would take care of it. She introduced me to Ryan and Matt two managers. I walked out front where my car was running with Matt in the driver seat and the car running and the noise was present then. They took my car back to the garage again and explained that the water pump needed replaced and that it wouldn't be ready until 10-9 or 10-10 but that they would give me a rental car even though they normally don't do that but because I live so far away they would help me. My overall experience has been horrible.

I called Landers at 10 am to check on any progress made with my Journey. A gentleman named Damon told me that the gasket for the water pump they had to replace on my car was not in stock but was ordered and would be there any minute. He also told me that if any problems occurred he would call me and let me know. I then wait all afternoon and no call from them. I call Landers back at 3:14 pm and Ryan (Manager that helped me yesterday) answered and told me that the gasket still had not arrived as of yet and unless it did arrive in the next 20 minutes or so my car wouldn't be ready until tomorrow, 10-10. He also expressed that he didn't understand why I had not received a phone call from them letting me know the status of my car. Ryan told me that he would check with his parts dept and see where things stood and that he would call me back in just a few. Almost 30 minutes later I received a phone call saying the gasket did arrive but arrived late and that my car was in the process of being worked on and that I wouldn't be able to pick it up until tomorrow for sure. This whole experience has just been unsatisfying to me because it seems as if the three managers I have dealt with have tried their best to help me with the situation and to keep me satisfied, if only some of their coworkers from other departments shared their work ethic it would be a much happier experience. Not impressed by some that are employed there.

And what I really don't understand about the whole situation is why was the first guy going to just let me leave? Why did it take getting 3 managers involved to discover that my water pump needed replaced?!?!
A.Hep