Dick Hannah Chrysler Auto Repair Service Center

Ashtray door would not close. Asked to fix. Quote was $374. And said they had to take dash off to fix. Replace part was $167. I went on YouTube and took 4 minutes to fix. Door assembly came off easy and 10 cigarette buts were under it. Cleaned out and ashtray door closes fine. Al Sheridan ****-****-xxxx

Customer service was below expectations Communication was lacking- had to go to the dealership to have questions answered- could not get a phone call returned Support for an ongoing/unresolved problem was poor Was sent a list of recommended service items- more than half of which were already done

I took my 2018 Dodge Charger Hellcat in for an oil change, wheel balance due to vibration and alignment as the vehicle pulled slightly to the left. I made an appointment for 8am, and I was approximately 15 minutes early to that time. I was greeted by a nice gentleman right away, but I do not recall his name. He looked up who I was going to be working with, and walked me to the desk of Emily. Emily seemed as though my being there was a bit of an inconvenience to her. I understand that it is the morning, but being a service writer means that you are the face of the service department. I don't expect much, but an approachable attitude and demeanor would be nice. She was curt, and explained little to nothing to me during the check-in process. I told her that there is also a rattle coming from the rear package tray where the subwoofer is installed in the car as well. She noted that in the service request, and then asked why I thought I needed the wheels balanced. I made clear notes in my appointment online, but the way she asked was very condescending. It turns out I used to be a technician and know a thing or two about cars, so I was able to explain a little more clearly in person why I felt the vibration was due to a wheel imbalance. Once she was done making notes and entering my vehicle into the system, I had to ask how long the service was going to take as I was going to wait in the lobby. She said not sure. So I asked her if it was going to be 30 minutes, or an hour, or a couple of hours. She replied that it would roughly be a couple hours. I then went into the waiting room to standby while the service was being performed. I also mentioned to Emily that I was going to leave at 10am if the car was not done and I would be back at about 10:30am. I checked before I left an the vehicle was not done, nor was there an update on the progress. I left for my appointment, and was back roughly around 10:45am and checked in with Emily. At that time the car was on the alignment rack, so I knew that progress was being made. Emily stated it would be roughly another 45 minutes to an hour to finish. I sat in the lobby for another hour and 15 minutes and then went to check in with Emily again. Emily had left for lunch, so the gentlemen with the beard that greeted me helped out in her absence. He went to the back to locate my vehicle, but it was nowhere to be found. He said perhaps the technician was taking it for a final test drive. Although troubling that there is nothing to note that my vehicle was out for a drive at that time, I was accepting of the situation as it meant that my time waiting was almost done. I went back into the lobby to wait some more. Another 30 minutes went by, and I did not hear any word as to whether or not the car was back and all done. I went back to the service desk, and Emily was back and eating lunch at her desk. I hate to bother someone on their lunch, but at that point I had been there for about four and a half hours, and was beyond ready to leave. I asked Emily if my charger was done, and she worked to get all the paperwork ready and said the vehicle would be back any minute. I guess the test drive was either extra long, or they just couldn't find it at some point. She stated that the wheels were out of balance, that the vehicle was aligned as it was slightly out of alignment an the oil was changed. There was also a PCM recall performed during that time. I asked about the rattle in the package tray. Emily said the technician tried several radio stations, but could not replicate the rattle, so they just closed that portion of the service out. I mentioned to her that I could replicate it instantly, and if the technician tried to contact me to inquire about the rattle for more details. She said if I bring it back in again, I can show a technician where the rattle was at. So now after nearly five hours, I get to bring my vehicle back in to show the tech where the rattle is if I want it fixed. I was never asked when the rattle was present, or how to replicate it, it was just assumed that perhaps I was imagining the rattle since they just closed that out without asking. On top of that, that meant to change the oil, balance the wheels and do an alignment, it took almost five hours. Emily stated that they also did the recall during that time period. I am of the understanding that perhaps that PCM reprogram could have taken place during any of the other services that were being performed. It has been a few years since I was a technician, but I don't remember a PCM flash taking several hours either. At this point, I was beyond upset, paid and waited for my car to be brought back around. Once I jumped in, I turned the car and stereo on, and the rattle was clear as day. I drove the car home and went about my day. I drove my Dodge Charger again about a few days later as it is not my only vehicle, and I have TPMS issues from one of my wheels now as well. I was also notifed that my recall still reflects incomplete, and upon using the NHTSA lookup tool for my recall as well as my Dodge account and Dodge website, one week after the date of service, my vehicle still shows that the recall is incomplete. Very dissatisfied with the level of service. The sales staff when purchasing my Charger and my wife's Durango were top notch, but this is just plain unacceptable. I take my Dodge Ram over to Kia to be serviced and have never had an issue, so this is not a **** Hannah problem, it is a **** Hannah Chrysler Jeep Dodge problem. So in the end, I still have issues with my vehicle and I dread having to take it back to get them fixed. I imagine going back, I will have to take a whole day off of work to make sure I have enough time set aside for my service.

Kelsey was great as always.

Teila was all over it.. I was always aware of what was going on with my JEEP. The only negative didn't have anything to do with Teilas performance but with time! My wife and I were there for almost 4 hours. We didn't expect a recall on software and an inspection of the transmission to take that long! Teila did a good job and was the main reason we didn't complain about the long wait. Gracias Teila.....

Recalls were not checked for vehicle, plus my inside windshield has smudges from removing the mileage sticker for the oil change to the point I can see scratches from something trying to get the sticker off and no new sticker was put on.

I requested Jeff. He is very professional and a wonderful at communicating. Thank you.

Teila was very friendly as well as professional,she answered all questions I had and was considerate of my time.

Kelsey was efficient and courteous. Listened to my questions and had a smile. Good service.

Very nice, customer friendly. Kept us informed of service being done. Notified us when vehicle repair done. At time of pick up went over what was done and when and what needs to be done at next scheduled service.

In writing I am awaiting a tow truck as after driving 25 miles my vehicle miraclalously developed an issue after coming right out of the shop. Initial issue was not resolved and after second visit to service center issue might have been identified. Vehicle is being towed to the service center and will likely require another over extended stay with new issue that magically appeared after coming out of the service center. I will see if they truly believe in nice.

Jeff is awesome!! He is wonderful to deal with and always keeps us informed.

Emily is cool!

Good job

Took almost an entire week to complete my vehicle, and then as soon as I got on the freeway, the problem still existed, which was the original one I brought it in for.

I’m so glad you asked because she is such a pleasure to work with. She was busy, it was hot, I was complaining that my A/C had gone out AGAIN, and like the other times she’s taken care of me; she was a professional, she empathized, and she did her job. I can tell she’s a hard worker and as a customer, I appreciate what she does. She should be the example of what all customer service representatives should strive to be. :) Thanks for asking.

I was told when I checked in for my appointment my service would take 90 minutes as I was waiting for my vehicle at the dealership. I ended up in the waiting room for over 3 1/2 hours! I checked in at the service desk after two hours of waiting (Emily was nowhere to be found) and was told by another service woman, who went back into the shop to check on my vehicle, that it would be another hour. An hour and a half later, my car was finally done. I received no updates on the status of my car, even after using the text service to check in. If I would have known, or been kept informed of how behind the shop was, I would have most definitely used the complementary transportation back to my house to wait.

Appreciate your time and effort!

By far the most unprofessional experience I've ever had at a Dealership. Emily was very short as if I was a bother to her day. Did not even take the time to explain what repairs where done I will not be returning to This service center for any other needed recalls or paid repairs

Emily was quite good in her service, BUT the wait for both check-in and for the vehicle to be brought to the front after service was not acceptable. To me there seemed to not be enough staff to serve the customers adequately.