RAM dealerships refuses to service my vehicle due to low survey score (long post)

MarshRam said:

"tell you what. i am going to have my manager resend you the survery and id like you to try and give us 9s or 10s. I dont think we deserve the 0s and 6s you gave us. Once you get that survey sent in we will take another look at your truck."

I said wait "so if i dont redo this survey you are saying you refuse to look at my truck???" hes says "no no no thats not what i said... im just not going to go out of my way to speak to RAM corporate about your issues or to look into things deeper if we dont find them initally."

I explained that i would happily submit a survery ONCE they look at it again and we agree together whether its broken, or not. He said well sorry no we will not look at your truck you will have to take it to another dealer!

Wow........ yes, yes yes, that is what you said.

So,.is this his job? He calls people who left poor ratings and uses bullying tactics to get your truck looked at again. Therefore rendering their ratings fabricated. The call should have been about them inviting you back for a second look and no mention of any review. Upon second inspection, wether they were right, wrong or half of each, they then could have approached you with the survey and apologized for any prior mistakes on their end. I can't believe I just read that this actually happened.

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StoneDude76 said:

What was the dealerships name and located?

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bookemdanno said:

If car is under warranty and they are denying you service the State AG's Ofc will intervene and it would not be pleasant for the dealership.

Better Business Bureau just look them up online for your state.


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Bdersch said:

whoever you think needs to hear this from that list and will actually listen to my complaint send me their emails please. I will send them this post... i will clean it way up and make sure its proper and what not.

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Eestee70 said:

I worked in the auto industry for close to twenty years. Emphasis on worked. Was a tech, then service advisor, then service manager. As a tech was told not to spend to much time diagnosing rattles, squeaks & noises. Take it around the block and if I didn't hear what the customer complained about to park it and the service advisor would deal with the customer. Realistically the dealers hates to see warranty work come in, although they get paid for it the real money is in the services they sell. So the least amount of time spent on your warranty issue the better for the dealer. Surveys are a joke to me because all they do is give any given dealer a better rating than the other which does not mean that dealer is better in customer service, just maybe better at convincing people to rate them higher. All dealers (same brand) within the same region are put into tiers, most vehicle sales, service sales, parts sales, highest customer service are given a higher percentage of the bonus pot. This is why their surveys are so important to them. 9's and 10's and the dealer is happy and everybody gets a bonus. Anything below that and Timmy won't get the G.I Joe with the Kungfu grip for Christmas.

I hope you get your vehicle fixed to your satisfaction. Good Luck!!!!

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Curlyp said:

Sure thing. I will look through the list more in depth tomorrow. I've done this many times with many issues i've encountered countered wwith the companies and have received resolution (Verizon, AT&T, Best Buy, and Microcenter).


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Pull Ya said:

I have one other suggestion--check with your local TV stations and see if they have a "consumer complaint investigative reporter" who does investigations into consumer complaints about businesses. A little bad press on a local TV station might give them a little incentive to be a little more attentive.
Jay

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07MegaCabRam said:

don't hate the brand cause of ONE dude. One Dealer.

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mtofell said:

I definitely agree with this but there sure are a lot of dealer horror stories around here lately.

Before I switch brands for trucks I always hangout for a bit on the prospective brand's message boards. If I had seen things like what have been going around here recently I'd never have bought my Ram. And, fwiw, add me to the list of having poor service at more than one Ram dealer in my area.

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Pull Ya said:

I have one other suggestion--check with your local TV stations and see if they have a "consumer complaint investigative reporter" who does investigations into consumer complaints about businesses. A little bad press on a local TV station might give them a little incentive to be a little more attentive.
Jay

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dhambyst121 said:

I would definitely NEVER take my truck back in to Champion. They know your name and truck now and people are vindictive when their feelings get hurt. You might get your truck back with even more problems or a month later develop problems that they will happily "diagnose" for ya.
Take your truck elsewhere. Seriously. Don't let them $hit on you.

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Bdersch said:

EDIT- Dealership name for those asking and those who will read this. Champion RAM CHRYSLER of Zionsville, Indiana

so i figured id keep you guys all posted on my dealer issues with RAM after my service appointmnet last money (http://www.ramforum.com/f38/another_day_dealer_another_day_my_time_wasted-107766/ heres my thread if you need to catch up)

Anyways i went ahead and rated the dealerships service pretty poorly. I gave them ratings between 0 and 6. However, did rate their cleanliness a 10.

So today i got a call from Ron who is the service guy that looked at my truck. He calls me today and says "i see you got gave us a bad review on the survey and id like to talk about this." I explained how i felt like they didnt attempt to fix any of my issues and all of the issues are still present and none of them are even fixed. He goes on to say "tell you what. i am going to have my manager resend you the survery and id like you to try and give us 9s or 10s. I dont think we deserve the 0s and 6s you gave us. Once you get that survey sent in we will take another look at your truck."

I went on to explain that i gave them my honest opinion on the survey and that i felt like my scores were fair based on how i was treated. Especially since they had my truck for 8 hours and essentially only flashed my computer, i waited 15 minutes for them to find my truck once i got there, and the dumb service driver LEFT MY TRUCK IN DRIVE WHEN HE GOT OUT!! He was like well yes that is all we did in 8 hours but we still looked at the other stuff.

I told him if you didnt find the issues you should have called me to keep me updated like i asked you to. I told him i would have happily showed him the issues and noises on a test drive or demonstration. I asked is that not standard practice for a mechanical issue? he said "well of course that is standard practice but only if the customer requests it."

we continue our conversation and he comes back to the survey. He said listen im going to get this survey sent back to you and then once you get us some 9s or 10s we will get you back in and i will look at it and you can go for a ride with the manager and we will happily take a look at it again. I said wait "so if i dont redo this survey you are saying you refuse to look at my truck???" hes says "no no no thats not what i said... im just not going to go out of my way to speak to RAM corporate about your issues or to look into things deeper if we dont find them initally." Im like you are refusing to work on my vehicle because i wont cahgne my scores. That is absolutely ridiculous!

He goes on to tell me well you chose to modify your vehicle and alter it. If you didnt put those LARGE HEAVY tires (emphasized this) on your vehicle then you wouldnt have these issues. These all void the warranty. Your tire winch would be fine with stock tire. The issue is that the tire wont fit under there and thats why it doesnt fit. I said no the tire fits fine (its only 32.4" which is like barely 1" over stock i believe) and the tire weighs pretty close to stock weight. I told him its the mechanism thats stripped out not the tire winch not working. IT will get the tire off the ground. I asked what the stock tire weight was and he couldnt tell me. I told him well if its the same or close to that of my spare then how am i wrong here? He couldnt answer.

He also told me because i took my battery out of my truck when it died and "went ahead and replaced it myself and took that initiative that he cant help me there." Hes like well how do i know thats the stock battery? Im like what did you want me to do? MY truck was dead in a autozone parking lot and you guys refused to give me a loaner and refused to look at my truck until 4 days out? hes like "well you should have jump started it, drove it here and left it and we would have replaced it." I explained that then i would have to have a rental car and pay $35 a day for 4 days for you to MAYBE consider it replacable under warranty. Hes like well thats what you needed to do.

In the end of the conversation hes like well i dont know what else i can do for you here. If you dont want to redo your survey then we cant help you unforunately. I explained that i would happily submit a survery ONCE they look at it again and we agree together whether its broken, or not. He said well sorry no we will not look at your truck you will have to take it to another dealer!

I have never EVER felt so off put, and disrespected by a company. This makes me NEVER want to own another RAM truck again. I LOVVVEEE my truck but its not worth it with all these BS people working for RAM.

I will say i am in contact with Andrea from RAMCARE and i know she will do everything she can to make it right and i do not blame, or think badly about her or anyone who work for RAM CARE because they have helped me out before and i know they truly care about us as owners/ customers. However, i can not say the same about the dealerships or service department.

I also called the dealer back and left a message with the director of the service department to file an official complaint because that was some straight up disrespect and BS. You can not force a customer to change his survey as a condition to look at his vehicle.

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huntergreen said:

This tells me not to fill out surveys. If I found myself in your position, and other dealers near you are off the same caliber, I would be shopping other brands.

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