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| - Public beware DO NOT use this dealership's service department under any circumstance. This has to be the MOST NEGLIGENT, INCOMPETENT and DISHONEST service department on the planet.
Please allow me to get you up to date on my situation. My Jeep Wrangler has had a recall issued for defective side view mirrors with defrost due to the potential of an electrical fire. This in my opinion is a VERY serious recall. This has gone on for over a year. I continue to receive notices by mail, constant emails and voice messages (at least 3 times a week) from Jeep corporate as to how urgent this situation is and that I need to have the issue fixed immediately. I have tried NUMEROUS times to have this dealership fix the recalled items and I have been told repeatedly that they don't have the parts. Six months ago, I took my Jeep in for an oil change and again inquired as to when the parts may be available. I was told by my service adviser, Crystal Melton, that they could "remove the fuse to disable the defrost mechanism on the mirrors to prevent a potential fire until the parts come in". On my very next visit for another oil change, I again asked if the parts were available yet again. Once more I was told NO by Jay Rappaport (service adviser). Upon further discussion with Jay Rappaport I mentioned that I was glad that they had removed the fuse to prevent an electrical fire and he asked me who had told me that and I replied Crystal Melton (service adviser). He then informed me that removing the fuse was not possible. She (Crystal Melton the service adviser at the next desk over) then looked at me and said that she had never told me any such thing. I then asked Jay to pull up my history of visits at the dealership and it was clearly stated on my paperwork that, YES indeed, Crystal Melton (service adviser) had typed on my invoice dated 12-1-14 that "the fuse for the side view mirrors had been removed to prevent a potential electrical fire until parts are available". Needles to say she was pretty embarrassed when she realized that I had caught her in a bold face lie.
Now fast forward to Wednesday 05-11-16.
I called the dealership to set up an appointment for another oil change and asked the service adviser if they had the parts in yet for my recall. He then told me that he would have to have the parts department call me back to let me know if my parts were in and they would set the appointment up for me if so. I then patiently waited for several hours and finally a female from the parts department returned my call and informed me that the parts were indeed in and that I could bring my Jeep in on Saturday 05-14-16 at 10:00am and that the service would take 3 hours to perform. I was also told when I inquired about getting a loaner vehicle during this time that they were short on loaners and that I would have to schedule my appointment 10 days out if I wanted a loaner. Seeing that this is a serious recall, I decided to forgo the loaner and get it taken care of as soon as they could get me in and I told her that I would be there at 10:00am on Saturday.
Saturday 05-14-16
I arrived at Gastonia Chrysler Jeep Dodge Ram at 10:00am to drop my Jeep off for an oil change and a much anticipated sigh of relief to get the recall issue taken care of once and for all (I thought). I worked with Jay Rappaport (service adviser). He checked my car in, took my key and told me it would be ready in about 6 hours. Contrary to what the lady in parts had told me earlier in the week when she said it would only be 3 hours. Again, I didn't mind too much because I thought this nightmare with the recall would be over once and for all.
I waited 5 and a half hours and then called the dealership to see if my Jeep was ready for pickup. The lady on the phone told me that she would have Jay Rappaport (my service adviser) call me back. Thirty minutes later I get a call from Jay Rappaport (service adviser) notifying me that my Jeep was ready for pick up that ALL work had been completed.
I arrived at the dealership shortly after 4:00pm and checked in with Jay Rappaport (Service adviser). He printed out my paperwork and then, to my DISMAY, casually mentioned that they didn't get to my recall issue because they didn't have the parts. At first, I thought he was joking, but then I realized that he was serious. I then let him know my frustrations with him and the dealership he works for. I asked how this could happen and he said that they had somehow "put the parts that were on reserve for my Jeep onto SOMEONE ELSE'S VEHICLE". He had absolutely NO concern or remorse about this HUGE mistake. All he would say to me was..."Sir please don't yell" as I began to raise my voice as I tried to convey my thoughts to him.
I must say...I have never seen a company employee so many INCOMPETENT employees and I have no idea how they stay in business.
PUBLIC BEWARE!!!!!!!!!!!!
If you want your vehicle repaired properly, this is not the place to go.
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