Charles Litchfield

Review of Lake Norman Chrysler Jeep Dodg...

I had gotten my oil changed at a Valvoline down th...

I had gotten my oil changed at a Valvoline down the road from the dealership, and was told I had a rear main seal leak. I made an appt and took it to LKN CDJR to have that and any potential concerns resulting from my truck surpassing 150k miles handled. I dropped off my truck about 8AM, explained everything to one of the Customer Service folks (Name might have been Chuck, based on the automated text I received), including the fact I was using a fleet card, and my companys fleet administrator contact info, and left.

I assumed I would be called with updates and for approval on any maintenance they thought was critical. I was not. I responded to the automated message around midday asking for an update on the repair on the rear main seal leak. No response. I got a call around 4PM that same afternoon saying that my truck was done and I could come pick it up.

Upon arriving at the dealership, I met with the same CS rep I had dealt with that morning, and was told the charges added up to a total of $2200. The rear main seal was not the issue, but the oil pan, and it had been replaced. I had not been called, notified, or asked if I wanted to still have it taken care of before it was replaced. Along with that, seemingly every single optional 150k mile service had been performed (serpentine belt, coolant system flush, hemi plug replacement, fuel system service). Also, there was a note saying I was advised of a $150 diagnostic fee in the work order for the oil pan, which I was not.

I don't know if they had reached out to our fleet administrator to approve everything before performing the work or not, but I was not contacted at all before the work was done.

I know the service work is quality and I do appreciate it, but I do think the dealership needs to be more proactive of advising customers of potential costs and keeping them in the loop if the job changes, and obtaining approval, especially when the total costs add up to several thousand dollars.