Stevens Creek Chrysler Dodge Jeep Ram

Here's a copy of the email that I sent to the manager. That he never responded should be the nail in the coffin for his/their credbility. Ray, This note refers to my experience today with your service department. If this should be directed to another person at your dealership, please pass it along. Our car was serviced today (and we have brought it to your dealership in the past) but I was troubled by the following experience which raises serious credibility issues. I share this information with you because if you don't get such feedback you can't lead a very productive organization. Here's the situation: A 75,000 mile service was conducted on the car (invoice 110957). The service representative told me on the telephone that there was a nail in the right front tire that needed repair, along with a need to flush the coolant and power steering because they were quite dirty. I authorized the latter but said to leave the tire alone because it was under warranty and we would have it repaired elsewhere. We picked up the car late this afternoon and immediately took it to WheelWorks (Los Gatos). They could not find a nail in the right front tire (nor any of the tires). They took the right front tire off and performed a submersion test and could not find a problem. I was invited to look the tire(s) over with them but we could not find anything wrong with any of them. So, what am I to conclude? Here's the possibilities: a. "You" made a mistake b. "You" are incompetent 3. "You" lied 4. The folks at WheelWorks are (a), (b) and (c). The point is that none of the first three alternatives inspire any confidence in the integrity of your service. I can only wonder, for example, if I really needed to spend nearly $400 on "flushes" or if I was being taken advantage of. I think it would be worthwhile for you to look into this matter to make sure that my experience is not being repeated for other customers. In the customer service field there is typically only one word to describe the consequence of when the customer loses trust in the relationship and that word is "lost." As in "lost customer" and without any new information I am unlikely to return to your dealership again, and you can be certain that I will share this negative experience with others. Please let me know if you need any further information. Barry