Dick Hannah Chrysler Auto Repair Service Center

Excellent Service

I waited 1 1/2 hours for you to find out you didn't have the transmission fluid filter to complete the work I came in for. Hard to be satisfied with that.

Kelsey was very knowledgeable and helpful. With all my questions I would say she went above and beyond.

Okay - it's 2 days later and I'm still shaking my head over my experience. I scheduled an appointment for 09/16/17 to have recall work done on my vehicle. I was sent numerous text requests to confirm my appointment, so I DID. By TEXT and BY PHONE. When I called to confirm, I SPECIFICALLY ASKED the techs to confirm that they had the parts to complete ALL of the RECALL ITEMS. They responded that they DID - NO PROBLEM. When I picked up the car they told me that they did not have the parts to repair the brake caliper failure. I asked why not (since I went out of my way to get confirmation on parts), and they said they didn't order them because no one ever fails the brake caliper test. I asked why they told me otherwise when I confirmed and they had no answer. SO - I rescheduled for the following week 09/23/17. They had my rig all day for ONLY the brake caliper replacement. Kelsey called late in the day to tell me that they did nothing because they didn't have the parts. WHAT?? She was not there when I arrived to pick up the vehicle. Her co-worker Sarah handed my paperwork without even looking at it and asked me if there was anything else they could do for me....poor girl. I pointed out that I was 0 for 2 so far, so maybe that wasn't the best question to ask at the moment. The third trip doesn't look to promising either - I said that I needed confirmation that the parts were in before I would set another appointment, but I have no confirmation that anyone will follow up on the parts order. In the meantime, I am driving around with a vehicle that has apparently FAILED a brake caliper recall test with no remedy offered. I have to say that in my professional life, I help businesses realign their structures and processes for maximum benefit of both client and owner. Win win for everyone, right? My assessment in this case is that you all are shooting for a couple of 10's, even if it means that your score a few 0's. That makes no sense! Your service intake facilities, people, and the way that you collect important information are great once you can actually find the thing from the street. A newcomer has no indication of what they are supposed to do or where they are expected to park. The service lanes were full, and the only lot access due to collision overflow seems problematic. Moving around the lot through the collision intake area is a horrible visual for the car owner - why would you ever thread the exit through a narrow field of wrecked wrecked WRECKED cars?? Many of those vehicles are oversized and warped; not easy to navigate through in an oversized Jeep. Both times that I picked up that was the only egress available, and it's a weird signal to send after you've just dropped money and time into the service of your vehicle. Why not route through the new, shiny possibilities? Your system for providing customer updates throughout the day via text, email and phone call are great, but only serve the customer if the information they receive is TRUE! The missing parts for my vehicle were identified BOTH times well after other updates were sent signifying that my vehicle was undergoing the scheduled service. All effectiveness of your communication systems were washed away when I picked up for a second time from an inconvenient location, with another driver to get me there, a vehicle that had no improvements and yet was out of commission for an entire perfectly jeep-worthy day. The follow up situation for pending situations so far has been none, and the hand-off of an unsatisfactory outcome on a vehicle to another coworker without prepping her to receive the client is a really unfortunate choice. I heard from your team no less than 13 times before and during my UNFINISHED business in the service department. The only follow up I've had since has been this request to comment. My recommendation is that your management consider more concrete ways to make sure that your technology and abilities on the ground go hand in hand. This could have been an all gold star experience if one simple thing had been done before requesting confirmation of the second appointment. Confirming the ability to do the work by confirming receipt of the parts BEFORE the second appointment. I was entirely willing to give your crew a pass the first time around, but the second makes no sense! Did NO ONE READ the physical work order at any time before the process? Your end of the day staff did not seem surprised that they were stuck dealing with unhappy customers right before close (I was not the only one waiting). I think that it is likely that this could be an avoidable scenario for your young bright crew. Give your customer and your staff a break, and figure out how to better close the loop! I do not desire a reply to this message, but I DO expect confirmation that my recall parts are in and an invitation to schedule a reasonable time to come and have the work completed at no cost, if not with some accommodation (and I don't mean a complimentary car wash). We have purchased many vehicles with **** Hannah over the years, and we know that you are better than the experience you've allowed us to have this month. Please stand behind your name and get this done. Joni G

Teila rocks

Very quick job thank you

Look over your email templates. Better communication when car is done.

Had to come back to have rapid tech remove “oil change” message.

Waited almost a month for two tires to be changed after a I bought my new truck! And I needed up calling and scheduleing it myself.. everyone I talked to just said “wow hold on.. let me find out why it’s takinf so long” Terrible fallow though.. also I was sold a truck that needs a service done a fuel filters changed.. they had 10% life.. and **** Hanna refused to fix the issue instead I was told it would be $400 to change them Been with **** Hannah now though 4 car purchases but this WILL definitely be the last

I had my car towed the service department. I did not receive confirmation that the car had arrived. I did not receive any communication about when it might be looked at. I had to call four times before I finally received any word about the status of my car - and that was that it was scheduled to be looked at, maybe, five days after I had it towed. This was an awful customer experience. I can understand a delay in getting the car serviced - the schedule was packed. However, at the very least, I expect you to communicate with me about what is going on.

Feel free to call ****-****-xxxx Scott

My car was in your shop from August 17 to September 21 -- a total of 5 weeks or 35 days. I think a weekly call to me from Kelsey providing updates on the repair order would have been appropriate...or even weekly emails. I don't believe it was good customer service for me to either remain "in the dark," or for me to have to call Kelsey. I appreciate the loaner vehicle (although no one told me of its features and operating instructions,} bit...as I said weekly updates would have been nice.

Systematically efficient. From scheduling to timely appointment reminders to no hassle vehicle drop off. Coffee Room was nice while waiting for shuttle ride. After service completion again the coordination with your shuttle service is excellent. Friendlyness and personable Gary Martin. and Melody (shuttle driver). Five Star Service.........:::

He was extremely busy but did a great job of getting the recall work done quickly

This recent visit was good. The previous 2 visits were not, as the problem was not fixed as it should have been.

None

Tiela was awesome! Thanks for all your help

Keksey is awesome to work with. Knowledgeable, keeps us apprised of what's going on with our Jeep and professional in her actions.

Really disappointed!!!!!!! They didn't reset the oil life, they didn't have sticker, they didn't washed my car, they didn't top of all my fluids. And no inspection. My tires were low !!!! I'm not sure right now if they perform the oil change in my vehicle. I called my service advisor Teila yesterday three times and I haven't heard from her. I lived in Troutdale drove all the way there because of great service they I received before but now I'm not happy !!!!!!

Every thing went well.