Dodge City CDJR of McKinney — Local services in McKinney

While working with service advisor tanner and the service manager Allen who did not care, I had the worst service and dissatisfaction with the treatment I recently experienced. As a loyal Dodge customer, I expected a higher standard of professionalism and customer care, but my experience was anything but satisfactory.

I brought my vehicle to service center because the power steering required attention. When I inquired about a loaner car, I was told none were available. When I asked to be placed on a waitlist, I was informed that no such option existed. This was contrary to my prior experience in August, where I was indeed put on a waitlist for a gas cap issue. This inconsistency was frustrating and felt dismissive of my concerns.

A week later, I received a call informing me that the wiring on my car was torn and required repair. I agreed to the repair but was then told the cost would be $175 for the part and $550 for two hours of labor. I raised the issue that my vehicle, with less than 25k miles, should be covered under the warranty. The service representative argued that the damage was caused by a rodent, which allegedly voided the warranty. I asked if he was an expert in determining rodent related damage, and he admitted he was not.

When I insisted that my warranty or extended warranty should cover the repair, I had to provide the warranty company’s phone number and request that the representative call them directly while I am here. Only after this did the warranty company agree to cover the repair. This unnecessary back and forth should have been handled proactively by my service advisor tanner, not by me as the customer.

After the repair, I specifically asked if everything else in the car had been inspected and if it was in proper working order. I was assured it was. However, when I picked up the car, I immediately noticed an issue with the turn signal. When I brought it to the attention of the service representative, he dismissed my concerns saying it was not their fault but when I dropped it off it wasn’t there. After they realized that, they insisted I leave the vehicle again for further diagnosis.

I reiterated my need for a loaner car as I rely on my vehicle for daily commuting. Suddenly, a loaner car was made available, but it came with an unreasonable 80 mile daily limit. When I explained that my daily commute exceeds this limit and requested an extension, the manager, Allen, denied my request and rudely suggested I rent a car at my own expense. His dismissive attitude and refusal to accommodate my legitimate needs were both unprofessional and unacceptable. He went as far as to say, “Take the car or don’t,” which is not the level of customer service I expect from a reputable dealership.

This experience has left me deeply disappointed and I will not return to this dealership for service. As a paying customer who has invested in Dodge vehicles and warranty plans, I expect fair treatment, professionalism, and a willingness to resolve issues effectively not dismissiveness...

Good fortune and a kind heart lead me into a position to help a wonderful young woman who was in dire need. The trouble was that I’m in Tennessee; she was in Georgia.

She had made online friends, the first real friends she had ever had. She needed to get out of Georgia. They were in Texas so I sent her there, helped her get a place to live and all was well EXCEPT she needed wheels in order to find a job.

Being new in town, inexperienced, and shy to boot she couldn’t find one that I could afford. Her comfort zone only extended to Facebook marketplace searches which tends to offer a lot of fraud when it comes to vehicles.

So I took control, found the Dodge dealership on Safari and called. I asked for a salesman and was put through to Sam Hall. What a blessing that connection has come to be.

I explained the situation to him and found him surprisingly empathetic. He told me that he has 5 kids himself and had nurtured them all through similar situations. He gave me his cell phone number and promised to help me help her.

He had one vehicle that was perfect and even agreed to take it to her to test drive. But being shy I couldn’t get her to call him. That car sold but in a few days he had another. It took quite a lot of persuasion but they finally connected. She loved the car and surprisingly she loved Sam.

She had never before driven on an interstate highway. On the test drive Sam coached her through that fear. This was remarkable enough but Sam’s service to us had only just begun.

He put me through to Dodge City’s Finance Manager, William Flores, a very competent man who walked me through the complexities of buying a Tennessee car in Texas, laws titles, tags, insurance and such. In a couple of days she had a 2018 Malibu with 130k miles.

Five hours later it was dead. The breaks had locked up. She didn’t call me. She called Sam. 10 pm. He went and got her and took her home. Then he had the car towed back to the dealership. Then he put her in a rental car.

A couple of days later the Dodge City mechanics determined that there was a leak in a vacuum hose in the break system, a rare disorder that was missed in the 30 point inspection Dodge had done on the car. It took several days to repair but Sam was with us keeping us informed all the way.

Texas doesn’t have a “Lemon Law”. I’d bought a “Pre-owned Vehicle”, aka a “Used Car” along with all it’s benefits and foibles. Neither Sam nor Dodge City was obligated to help us at all. They didn’t have to do any of this. Yet they did. The debacle didn’t cost me a penny.

It’s hard to explain how grateful I am to Sam and Dodge City. I’m from out of state. I’ll never buy from them again. I have no local influence to pass business their way. I’m supporting a penniless young woman who likewise has little local influence or power. Nevertheless they went far beyond the call of duty for us. I thank them from the bottom of my heart.

I asked her yesterday, “How’s the car doing?” She answered...

If I could give NEGATIVE STARS then I would. I took my vehicle there to get an oil change and tire rotation in the middle of December. When I left there I noticed that my front hub cap wasn’t on there so I immediately called the dealership to inform them about it and spoke to a lady named Bailey. Bailey then transferred me over to speak to someone else and I was told that they would look into it and give me a call back. Because it was around the holidays, I suppose they were busy so I gave them a week and I still never heard back from them. My husband drove my vehicle to the dealership to speak to the manager and to show them my vehicle, since by then I’m extremely pissed off about the situation, I decided to let me husband handle it. My husband was informed that they would order me a set of 2 hub caps but it wouldn’t be delivered until the end of January due them being on back order. Well when Feb 1st came, I still hadn’t heard anything so I called the dealership to check the status of the delivery and was transferred to the “parts dept” to the manager named Jose. Jose then informed me that the hubcaps that were ordered for me were sold to someone else because when they ordered them, they didn’t put a name on them so they didn’t know who they belong to. Now I’m beyond frustrated! Jose apologized and said that he will place another order for me while we were on the phone and took my number down and said that the order will take 3 weeks to be delivered but may come in 2 weeks and that he would personally give me a call if they are delivered earlier than expected. About 4 weeks pass and I still don’t hear anything. So I call and ask to speak to the manger in the parts dept, Jose. I introduce myself to him and ask him for an update about the order that he placed for me and reiterated everything he told me from our last conversation. Jose then have the nerve to tell me that an order was placed for me on Feb 24th but he’s unsure when the delivery will be because the hub caps are on back order and that the order that he placed for me over the phone had been sold as well. NOW I’M BEYOND LIVID!!!! After expressing my frustration with Jose, he tells me “Well I’m just the guy that orders what they tell me to order, that’s all I do so you should just call the service manager”. I hang up from Jose and call the service manager and leaves a VM, whom still have never returned my call. I wait about a week and then call back to speak to the big manager of the entire dealership and was transferred to his office and left a VM for him as well, and once again, no answer and no response. This dealership have really made me hate Dodge because it’s so unprofessional and misleading. If you lose something or forget to put something back in someone’s vehicle, then you should replace it PERIOD!!! Here it is, the middle of March and I still have not heard from any one about my issue at all!!!!! I wouldn’t recommend this...