CB Car Dealers Chrysler Complaints #562-581

Chrysler review: abhorant customer service

Suzanane of Indianapolis, US

Jun 21, 2013 3:28 pm UTC

Verified customer

Tom O'Brien Chrysler's motto is "Our family works for you." Let me share how they did not work for me and how they treated me unprofessionally and jeopardized my safety.

On a Friday evening at approximately 5:05PM, I called the Dealership (Contact information listed below). My alarm system which had been in for repair less than 2 months ago would not disable; thus the car could not be driven. I stated to the receptionist that "I was a female in an emergency situation and was in an unsafe location and absolutely needed to talk to the technician who works on Crossfires." Sadly, the dealership has only 1 technician trained on repairing Crossfires and he doesn't carry a cell phone. The acting manager on duty, "Adam" relayed the message to the technician, "Pat Marlow, " who chose not to take my call as it was "off the clock." Adam, when pressed, stated that he "can't force him (Pat) to talk to you." Apparently, the policy is that managers handle customers so that technicians do not have to interact with them. At no time was a solution presented to me or even an offer to assist in sending a tow truck or transferring me to their onsite auto rental service.

I called AAA, only to wait in a dark parking lot for 3.5 hours. Unfortunately they did not send the correct tow truck and I hitched a ride home. The next day I again hitched a ride to the location of my car and a very nice person from a privately owned towing company not only towed my car to the dealership but dropped me off at the nearest rental car location. Unfortunately it was closed (in Indiana they close at noon). Luckily, I was able to get a ride to the airport where I rented the first available car I could find.

Meanwhile, Pat Marlow at Chrysler, could not find a root cause for the problem. I asked if Chrysler corporate had been contacted for assistance and at no time was I told definitely that they had or had not been contacted. Chrysler's solution was to "hard reset the system" by disconnecting the negative battery cable for 10 minutes and reconnecting it." It sure would have been nice to know that on Friday night, as I could have easily done this "fix" myself! But, it gets BETTER.

I was told that I should just pick up the car as my bumper to bumper lifetime warranty doesn't cover "diagnostics" only "repairs" and that I should just wait until it happens again more consistently. Essentially, it means that it could happen at any time while I am in any location, safe or not.

WAIT, it get's BETTER! I go to return the rental car 6 miles away and request that Chrysler pick me up as th I was told by Phil (who unfortunately is a nice guy but wields no authority at Chrysler) that they were down a technician and could not pick me up. Nice. Now remember, Tom O'Brien, (who'm I had personally spoken to a few days earlier about the situation with my car) claims that "Our family works for you..." Obviously not as I got to walk 60 blocks in 92 degree heat because they could not spare anyone for the 15 minutes it would have taken to pick me up. As I was walking, I was passed by a Tom O'brien Part's vehicle, which I tried to flag down but to no avail. Certainly this could have been an option for the dealership to offer me. From a customer satisfaction perspective, they could have even sent a sales person as I'm sure one of them would have been happy to help, had they been given the opportunity. Ironically, I am looking to buy a 2nd vehicle...

When I got to the dealership (sweaty and tired, of course), I asked to see Tom and was told that he had "left for the day." In fact there was no management available to speak to me. Poor Phil got me again as I asked to be reimbursed for the expense of the rental car. He spoke to the Service Manager "Bobby" who did not come out to speak to me. I asked for Chrysler's Corporate number with a specific person I could speak to. I was given an 800 number, and told by "Bobby" the service manager, that it was the only number that he had to give me and was the number that he himself had to call. He recited the number for me. Bobby apparently did not care that I had walked 60 blocks, and told me that I would not be reimbursed in full for the rental car ($439) because I had not used the rental car brand specified in the service contract. He also defended Pat Marlow's decision to not speak to me "off the clock" (by 5-7 minutes) and claimed that "there was nothing that could have been done anyway. He was extremely rude and unprofessional to me.

When I arrived home and looked at the paperwork, it stated bright as day that should the alarm system not dismantle again, "Disconnect the negative battery cable for 10 minutes and reconnect." Again, wouldn't it have been nice to know this on Friday evening? I could have save over $400 and about 8 hours of time and frustration.

I have never been treated more poorly in my life. I get better service at Burger King where I can "have it my way" and it doesn't cost me $439 dollars.

Tom O'Brien's Chrysler Jeep is located at 4630 E 96'th Street, Indianapolis, IN 46240. My recommendation is to avoid doing business with them.

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