Sansone Chrysler Dodge Jeep Ram

I’m not usually the type to post complaints but my recent visit with Sansone Dodge service left me with such a bad taste in my mouth, I had to let my mistreatment be known. Backstory, this is my 2nd service appointment since I leased my dodge. Prior to this I had a Scion TC, and would always take it to Toyota service which was always attentive. That being said, my first Dodge service appointment for my oil change went smoothly. I was told I did not need an appointment and they would just see me. So I did just that. I pulled in and Hailey attended me, gave her my oil change coupon and I was on my way in about an hr or so. This 2nd appointment however was nothing but a waste of my time. I pulled in and first person to greet me was the mechanic. He asked what I wanted done and I informed him on my three issues: Tire light on (since my last visit btw) I was concerned about my front passenger side tire since I hit a pothole and also a noise underneath my driver side front. I then approached Hailey and informed her on the same three issues. She told me to check with the service advisor regarding the noise concern since she wasn’t sure if we could do that today since I did not have an appointment and handed me a ticket. I then approached service advisor Al and advised him about the noise concern, he told me to ask the girl. I told him she advised me to speak with him. He looked up my information, then proceeded to inform me the next possible day he could take a look at the noise issue was the 8th, I agreed to schedule for 15th. Nothing else was said after that, so I went and sat in the waiting room. This interaction prior to me waiting in the waiting room is vital because what I endured next was 4 hours of life wasting away. I went in the waiting room and already anticipated there to be somewhat of a wait due to the holiday (MLK day) and the fact that I didn’t have an appointment. However, that is still no excuse for the lack of customer service and me waiting for 4 hours with no service! My brother was in at 9:45am and left around 11:45, with a scheduled oil change appointment. I came in a little after him as a walk in at around 10:10am. So I gave them the benefit of the doubt when the first hour and a half passed. Around the 2 hour mark, I left the waiting room and approached the service area. Not once did anyone ask me if I needed anything. The attendant Hailey was busy tending to customers so I still gave them the benefit of the doubt because of the holiday. Now after the fact, I wish I would’ve been that nagging impatient customer I did not want to be. I retreated back to the waiting room. Another hour passes, it is now a little after 1:00pm. The waiting room is packed so I’m still under the impression the delay is due to the holiday and me not having appointment. But my patience has already run thin. I’m starving and hungry at this point. I try to pass the time reading, until I look up and realize it’s 2:00pm and no one has called or looked for me at all. I enter the service area a 2nd time and this time Hailey is available so I asked her about my car hoping she’s going to tell me she’s writing the paperwork. To my surprise she didn’t even remember me because she asked me who I checked in with. I checked in with her, the mechanic, and Al.. At this point I’m very concerned. Despite her being very polite and apologetic, it’s still no excuse to to forget about your customers, even if it is a holiday. Finally, Al asks me if I need assistance, and he asks me if I received a service ticket. I told him yes and I have it in my pocket. This is when it dawns on him, my car has not even been serviced. But the way he went about telling me was very disrespectful and almost accusatory that it was my fault. He says, ‘you’re supposed to give this to the service advisor’. I said ‘she didn’t tell me that’. He goes, ‘have you been here before?’ I said ‘yes for an oil change’. He says, ‘well you should know then’. This line right here is him implying it’s my fault my car isn’t serviced. I reminded him I spoke to him after Hailey directed me to, and he went on to try to clear his name by stating we only spoke about the noise situation and we set up a separate appointment. Which I can understand the confusion there. But it is not my job to cross communicate between the service advisors and greeting attendant. The last time I came to service I came in for an oil change and was not given a ticket and was serviced just fine. So I do not appreciate being blamed for people overlooking customers and not doing their job properly or checking on their customers. That is not my job! After the back and forth with Al, he goes to the back to confirm my car hasn’t been touched. Can you imagine my reaction when I find out I just wasted 4 hrs of my life without a single thing done to my car?! There is no excuse for any customer to be ignored or overlooked to the point they’re waiting for 4 hours with no service!!! I don’t care who dropped the ball, whether it was Hailey or Al or even myself. I do not work there nor am I a trained service advisor that knows the standard protocol for customer service! So no one can say the reason I wasn’t serviced was because I did not hand a ticket to a service advisor. There are other means of customer service, verbal communication, which I did and technology, looking up my information in the system, which was one. So to say I did not exist as a customer over some little piece of paper is ridiculous! Common sense says, to provide exceptional customer service no matter what! The customer is always right! The end result was Al looking to squeeze me in at a sooner date which I was unable to schedule because I needed to check my work schedule. He did apologize to me and offered to even take a look at it right then and there. But at that point I did not want to wait any longer or come back with a half ass job done. So I left, thanked Al for his time as politely as I could due to the circumstances but I still am unsatisfied because now I have to come back once again. Him squeezing me in sooner than the 8th doesn’t impress me enough and I would like to me compensated somehow for my lost 4 hours of my life! I will schedule my next appointment soon and expect to be treated with exceptional customer service! I should not have to baby sit employees and make sure they do their job properly, because that’s their job and not mine!