Charlie's Chrysler Dodge Jeep Ram

February 2, 2017 At 8 a.m. on December 14th, 2016 I took my 2008 Dodge Charger SRT8 in for some need service. I requested two specific items that I had concerns about. 1) The brakes were beginning to squeak/scrape and 2) There was a clicking/grinding sound when I made left turns coming from the front end. Only left turns, no other time. In addition I requested an oil change, transmission fluid change and new spark plugs as the car had 166,000 miles and these had never been changed. I received a loaner car as these services would take a couple of days to complete. While my car was at Charlies this time, they also said the serpentine belt needed replaced which I authorized. On December 16th I was told that all of the repairs were completed with new brake pads and rotors installed in both the front and back of my car. I was also told that the noise I was hearing when making left turns was related to the brakes and had been fixed as part of the brake repair. I paid approximately $2400 for these repairs when I picked it up that day. As I pulled out of the Charlies parking lot and turned left, the same clicking/grinding sound I had reported was still there…unfixed. This was irritating, but since I had not paid anything extra to have this fixed, I thought I’d have our company mechanic look at it after the holidays. I did not drive the car over the weekend and on Monday, December 19th, my brakes began to squeak, squeal, and scrape…the more I drove the worse it got. My first hope was that since these were new brakes, they might just need some time and it would go away. The next day was just as bad, if not worse. I was traveling for the holidays and did not drive the car much until I returned to work on January 4th. I called to get the car back in and was told a loaner car was not available until Monday, January 9th so I made the appointment for first thing in the morning. Upon arrival, I explained to Chris Leonhardt why I was there, that the two things I actually asked them to fix in December (the brakes and the steering noise) were both not fixed and that I needed a loaner car. He asked if I had an appointment which I told him I did. He was very rude and said he didn’t have a loaner car and I should have called before coming in. I told him I made the appointment the week before and was assured a loaner car would be available. Someone overheard our conversation and told Chris that there was indeed a car available for me, yet Chris did not apologize for his rudeness. On January 11th, I was called and told the brake pads/rotors had been replaced under warranty and the steering issue was a bushing that was causing the problem (not the brakes as I was told before) and they fixed it. The car was ready to pick up. I did not drive the car on the 12th, and when I drove it on the 13th, the same exact squeaking, squealing, and scraping of the brakes was still there!! I called around 9:30 a.m. and left a message for Mike Fauver, the Service Manager and explained how frustrated I was with their service department and that a simple brake repair shouldn’t require 3 visits to complete! After waiting several hours without a return call from Mike, I called Charlie’s customer service line around 2:30 p.m. and was told I would just need to make another appointment to bring the car back in. When I spoke to a service scheduler and told them the problem and that it had been in two times already and that I would need a loaner car, he said it would be the 23rd (10 days out) before they could get me in. This was completely unacceptable and while I was talking with the scheduler, Mike Fauver called me back. I asked Mike to hold for a second as I was on the other line with the scheduler, when I told the scheduler that Mike was calling me on the other line, the scheduler (in the few seconds he was on hold) said he found a loaner car and it would be available on Monday the 9th for me to bring in. I thanked him and went back to Mike on the other line and explained my incredible frustration at this point with not only my car not getting fixed, but the multiple hoops I felt I needed to jump through to just get the car in to get re-done what should have been done in December! Mike was very courteous and asked that I bring the car over immediately and he’d get it taken care of and have a loaner car ready when I got there. When I arrived, and asked for Mike, he again apologized for the inconvenience, said that they would fix the problem and agreed it should not take 3 visits to get my car fixed. He said “I will make sure your car is perfect before you come back to pick it up. We’ll make this right.” On January 17th, Chris (I don’t know which one) called to tell me the caliper pins they ordered to fix my car came in, but the clips needed to install them were not included in the order and it would be Friday, the 20th before they could get the clips in from their distributor. On Monday, January 23rd, Chris called and said they installed the pins and clips, but it didn’t fix the problem. He said “everyone here drove your car and said it was fixed, but then I drove it and it still squeals that last 35 to 40 feet before you stop”. I said that that was how it started each time before when I got the car back and it just gets worse. Chris said that they were going to replace the front pads and rotors, but it would take a couple of days to get the parts in. I told Chris that I just wanted the car fixed. On Wednesday, January 25th, Chris called and said that the pads came in but only one of the rotors was included and they would have to re-order the rotors which would take…wait for it…a couple of days to come in! On Monday, January 30th, Chris called and said the car was fixed but he wanted to keep it one more day just to make sure it was perfect and that there was no more noise, scrapes or squeals. I told Chris, “you’ve had the car for over two weeks, one more day to make sure it’s done right is ok with me.” Around noon on Tuesday, January 31st, Chris called and left me a voicemail saying “your Charger is finally all set and ready to go, I’ve got no issues with it, I’ve driven it with no problems, no squeaks, no concerns. I’ve got it cleaned up again and it’s ready for pick up whenever you are”. I picked up the car just before 6 p.m. on Tuesday. I drove from Charlie’s Dodge to Conant Street…a distance of 1 mile and as I stopped, I couldn’t believe that I was hearing the same squeal again. I thought, I hoped, I prayed this was going to go away, but as I drove to my appointment in Bowling Green, it did not. The next morning, February 1st, the problem continued and this morning was so loud, my son said, “Dad I could hear your breaks squeal from inside the house!” When Mike returned my call from this morning, all he could say was “I thought we had it fixed”. They had my car for 18 days this time…18 days!!! I drove it ONE MILE and knew it wasn’t fixed. Mike, as Charlie’s Dodge Service Manager, assured me when I left my car with him 3 weeks ago, that he would MAKE SURE it was perfect before I got it back and all he could say was “I thought it was fixed”??? Mike sent one of his drivers to my office to pick up my car and drop off the loaner once again. Car is still not fixed....worst experience ever!