Bud Clary Moses Lake Chrysler Dodge Jeep RAM — Local services in Moses Lake

Complete and utterly failure at customer service. 4 months and 3 weeks is how long it took to get my rig back. I left the dealership with a failing starter motor, had expressed my concerns many times, purchases a new radiator after being told that a new one wasn't being covered under warranty, then at the end it was covered, of course my time frame to return it was experied because of how long it took. No help from the dealer with the radiator I purchased for no reason, new cooling lines were not put in, the tech recommended it, I said to do it, never got done. Upon sliding into the driver's seat for the first time in over 4 months there was a pile of dirt on the passenger seat, and a warning message that the left rear tire was low, simple items to help your customer out, completely ignored, not our problem. Was told that I needed a new battery, turned out to be a miracle, the old battery was just fine. Dodged a heavy hit there. I sent an email to Esgar, telling him that the check engine light came on about 10 miles down the road. I also said I was scared to death to bring my vehicle back there. This has been an utterly complete failure in a timely repair time and any form of customer service has been completely ignored and disregarded. It's truly unfortunate that my rig broke down in Moses Lake. I paid monthly payments and Insurance on a rig I couldn't drive, I also didn't even get to hardly use my 3 months of free Onszar and Sirius XM, 8 days was all, the rest of the time expired sitting at your dealership. You lack "CUSTOMER SERVICE". There was absolutely no concern for my losses. I have friends that live in Moses Lake and they drive to Ellensburg for their service work because of your dealerships inadequacy to hire more competent and properly trained personnel. Your inability to service rigs in a timely manner is costing you more money than you know. You've lost my business. I've even been a regular customer for oil changes for several years. I have told people to go there for oil changes. Now I will tell folks to stay away. I have already shared my story with a copy of my email to Esgar Goday with over 1500 folks on social media. I have an appointment with another dealership to fix what ever it is that is wrong with my rig that you guys after 4 months and 3 weeks couldn't get accomplished. I have already established a formal complaint with GM Corp. with my horrible experience. You can't even do an oil change on a Saturday, that's all you do on Saturdays without it being a 2 hour plus ordeal. Jiffy Lube and others get it done in about 20 minutes tops. Why is it a 2 hour plus ordeal with your dealership for a simple oil change? You have more wrong going for your service center than you do right. You're lucky I'm not the owner, I would definitely shake things up. I would be pissed that first you are not taking care of customers in a timely fashion, 2nd you are costing me money by not getting more service jobs completed, 3rd your tarnishing my name. This is not the first review I have left and nothing is done or even acknowledging my concerns, let alone any attempt to try and appease a customer. I bet I won't hear from anyone at Bud Clary again. You won't be hearing from me either, more $$$ lost by your service department. You obviously are not in the business to provide good, timely, and accurate service and making efforts to maintain good customer relations. Sorry I guess I need to drastically lower my standards and expectations for good service in order to have a pleasant Bud Clary experience. Sad, sad sad. I will be notifying Bud Clary's home office as well. I won't be back unless I hear that the house has been cleaned out and things are ran in a manner that produces...

Update to explain the one star rating after getting a reply from the owner.

I will not be changing my rating and I am happy to explain why. I was not upset that you were unable to do the work required by the warranty in order for it to be covered. I was upset and am still very upset that I was lied to more than once. First was the amount of time needed to look over my vehicle. I was told an hour, after two hours I called and was told it would be another hour. I had to call and check in on my car. why hadn't I been called and told it would be longer? Isn't that a part of your service reps job? Not that big of a deal, but that is where the lies began. Once the problem was diagnosed by your tech, as a stretched timing chain, I was called and told that the warranty company explained to your service rep that a total tear down was needed to insure there was a failure. I asked for an estimate, and at that time I chose to not allow the tear down, so I came and got the vehicle. What I did not share with your service department was that I had called the warranty company after I had dropped my car off, and was told my warranty expired in 2017. I was fully prepared to be called and told this information after you had diagnosed my car, and called the warranty company, but no one from your establishment called me. When I picked up my car I was still being told that the warranty company would most likely cover the repairs, I knew otherwise. To me that is plain dishonesty. That in itself, to me, is enough to warrant a one star rating, but After I paid the fee for diagnostics I took my car to our friends at Moses Lake FAmily Auto, where we bought the vehicle, and they had me take the car to another local service repair shop. This kind hearted gentleman spent the better part of a day diagnosing my vehicle, and was able to determine it was an actuator and not a stretched timing chain. The cost difference between these repairs is quite large. What set him apart from your establishment was that he was up front and honest with his assessments, and because we had to deal with you, he did not even charge us for his time. That is what real customer service looks like. That is why he will get our business every time, and your establishment will only get poor reviews from me. Also, I have called twice now and asked to speak to a service department manager, and both times they were either out of the office or unavailable. I have never gotten any calls, emails or any other form of communication form anyone at Bud Clary to discuss this matter. I am not a liar and will not stand for you to make false reports of what actually happened. I stand by my one star rating and would encourage anyone who is thinking of taking your car here to heed my warning, and take it somewhere else! I can give you the name of...

If I could give negative stars I would. In my opinion the service department is dishonest and refuse to work for solutions. I advise you to stay away from them.

Yesterday I took my suburban in to have a broken passenger mirror repaired I told them it was loose, probably from vibrations. I was charged the normal troubleshooting fee. OK I get that.

The paperwork dishonestly states I told them something hit the mirror. I DID NOT. That allows them to collect a troubleshooting charge in a matter of minutes if not seconds. Feeling trapped I ordered the part.

Today I called Bud Clary Chevrolet to stop the order and get a refund. I was told there is a 30% restocking fee. I complained of the 30% charge and eventually I spoke to the service manager who was combative and rude. I explained my issues with being charged 30% restocking fee. He would not even discuss it, instead making it clear there would be no change. I then said it would cost him (the dealership) a customer. His response was ‘don‘t threaten or blackmail me’. How he thinks that is one of life’s great mysteries. If a customer can’t say they will not do future business is blackmail or a threat shows just how poor their customer service is. His next step was to hang up on me.

I called back, requesting to talk to the GM, out on vacation, and was connected with the same guy in service that had hung up on me. I called that out which he denied. I responded I did not believe that. Again I tried to discuss the restock fee. He would not discuss it at all. I reminded him this is costing him (the dealership) a customer and that I would make this a problem for him. He became very agitated, raising his voice to say he would not be threatened or blackmailed. His last statement was ‘don’t ever threaten me again’, which can easily be seen as a threat in itself. He said he was hanging up and did. This is customer service? Maybe if you want an example of horrible customer service.

Bud, you have a problem in the service department, deal with it as you see fit.

Grant County, if you want to be treated poorly, be charged for work not done you can continue to do business with Bud. In my opinion that would be a...