Ryan Rueve

Review of AutoNation Dodge, Katy, Texas

My experience with the service for a recent repair...

My experience with the service for a recent repair from this dealership was disappointing. I recently had the dealership change the starter out. Less than two weeks later while I have it at my work I notice that the front metal skid plate was hanging by the front two bolts. The plate is made of metal and is approximately 20 lbs. The dealership is located 13 miles away by an interstate and it was not safe to drive it back there or anywhere with it the way it was. After numerous left messages with the service manager I eventually got in contact with her. She was prepared to have it picked up by tow truck to the dealership. I suggested that she has a person travel out to my office area with bolts and have it installed which she agreed to. When the individual arrived he had the bolts and an impact wrench, a socket and the extension to fit the socket to the wrench. After working on the skid plate he said they were all installed however I noticed that they were not torqued up because the socket would not fit properly on the bolt head due to not enough vehicle clearance with the tools he was using. At first he started to disagree with me but then put his fingers on one of the bolts and he was still able to turn it. He then tightened the front bolts with the socket using only his hand and said that they were now torqued up and it was going no where. At this time I was frustrated and decided to properly tighten it when I got home and thanked him for his time. I called the service manager to inform her of this experience and she did say that it was likely that her best mechanic, who did the starter replacement, thought he had properly installed the skid plate when it was in the shop but may not have. My disappointment with my discussion with the manager was that she never did take full responsibility for this mishap nor was she apologetic to what had happened. She came across like she was doing me a favor by having a person come to my vehicle to fix the problem, which turned out to be its own fiasco. What ever happened to good customer service?