Dick Hannah Chrysler Auto Repair Service Center

Good job!!!Thanks

Where do I start? The problem began immediately with the Uconnect upgrade. The upgrade did not do what was explained to me in the email I had received from Uconnect prior to the uograde. In fact the upgrade caused the entire system to fail, I no longer had a functioning radio, navigation, climate control, or media. The screen went dark and I didnt even have a clock including the clock on the instrument panel. I followed up with Uconnect customer service the following morning. While on the phone, Uconnect had me start my truck, when I attempted to start it the truck made a very loud sound but did not start. At that point Uconnect advised that the upgrade had caused an unknown problem to my truck and they set up towing to **** Hannah Service. When the truck arrived on Saturday 9/2/17 my wife and I arrived with it and checked in into the service center. At that time all of my information was pulled up on the vehicle, the explaination of the problem was given to the service agent, my keys we handed over and I was told that I would receive a call with the diagnosis on Tuesday 9/5/17. From the initial moment my truck did not start Uconnect assured me tha I would have a loaner truck until mine was diagnosed and repaired at their expense. This did not happen and because of it, I lost 3 days of income not having my truck. Additionally, neither my wife or I received a call from the service center even to acknowledge it had been moved from where the tow left it. My wife had to call on 9/5 and nobody at the service center seemed to know anything about my truck, she was told it did not have an appointment and the earliest it could get diagnosed would be Friday 9/8. Once again she was turned down when she requested a loaner vehicle. At this point I called the dealership and requested to talk to a manager. I was told I was being transferred to Ken ??? and he could help me. I never got to speak with Ken whoever, I got his voicemail which I left a message expecting a timely return call. That call still has not come. When I called back sometime later on 9/5 I was transferred again to his voicemail at which time I hung up and called back a 3rd time, this time however my patience had ran its course over this stupid Uconnect upgrade and I wanted to speak to the GM, that time I was hung up on! When I made the 4th call Kelsey Arnold took over. She told me that my truck was going to get looked at 1st thing on the morning on 9/6 and that I would get a call from her letting me know the status. That did happen, when she called she told me that in fact the Uconnect had drained my battery completely, they had charged it and scanned it but the scan was showing a problem alternator. Kelsey advised that they would charge the battery overnight and rescan it to check if the alternater was good in the morning. I received a call from Kelsey early the following morning saying my truck was all fixed, the alternater was good, the battery was 100% and my Uconnect upgrade was done. I asked her if she had done the 3 open recalls which she had not, but that they would be done by the time I picked up my truck later that afternoon. I picked up my truck and parked it at home. The very next morning I had business in Beaverton at 7am, Hillsboro at 8:30am and downtown Portland at 10am. When I 1st started my truck that morning it did not want to start again, it pulled hard on the battery and started, While in Beaverton and Hillsboro I had to keep the truck running in fear that if I shut it off I wouldn't get it started again, thus losing more income. Additionally, when I 1st started the truck that morning the Uconnect wanted to start the upgrade again. I did not start the upgrade, I called Kelsey at which time she attempted to get me into the closest Chrysler dealer to downtown Portland. I guess they were short handed so I had to bring my truck back up to Vancouver after I finished working. When I attempted to start the truck it pulled on the battery but would not start. Luckily I have a jumper box in my office that I keep for my employees use and was able to get it started and up to Vancouver. Kelsey checked my truck back in, handed me keys to a loaner Jeep Grand Cherokee and sent me on my way. I received the standard texts and emails thanking me for choosing **** Hannah Service and the survey for Kelsey that I have to give all 10's or she'll get fired... So now I get the call from Kelsey again asking for authorization for her to spend $150 on a new battery' which against my better judgement I authorize. Finally on Monday evening 9/11 I get the call from Kelsey stating that my truck is all fixed, battery is 100%, and the Uconnect upgrade is complete. Tuesday after I finish working I bring the loaner Jeep back and get my truck, as I get to Kelsey she gives me this good news bad news line...good news is my truck is fixed, bad news I have to pay for my loaner too! So before I leave the dealership with my upgraded radio I have to pay $221.00, from there I get to go home and try to figure out how to make up the $1800 in lost income over the 3 days that I didnt have a vehicle. I have 2 vehicles, $75,000 worth of **** Hannah product sitting in my garage, my daughter has a car she purchased from **** Hannah...thats 3 **** Hannah vehicles in my family of 4 drivers and I have absolutely ZERO confidence in the dealership that sold them to me. I got this feeling like I needed to shower after I left...like I was slimed on. To summarize this whole experience...A radio that was functioning just fine needed an upgrade but I didn't have the choice to opt out of the upgrade...said updrade fails and kills my battery...Uconnect tows my truck and bails on me...Dealership treats me like garbage, doesnt answer my questions, no loaner support or rental...lost income...paying for a new battery that wasnt needed until aforementioned upgrade, and the coup de gras...I paid for the loaner! Let me ask whoever reads this, how would you feel and think after this happend to you? I dont think you would come back for more. Oh and by the way...my truck left the service center on 2 occasions and neither time did the truck get washed and I specifically mentioned it to Kelsey after the 1st time. Shame on you **** Hannah and Uconnect.

Yes I was very happy with the service I received. They got me checked in fast and a shuttle to get me home as it was going to take all day to fix my car. Everyone was very professional and very nice. I guess they all "Believe in nice" and practice it.

Better communication is definitely needed between service people, the car status and customer.

Your tech did not have the exact info needed. However, I was able to fix the problem another way

Really great at keeping me updated.

I brought my car in due to a serious issue with the 4wd slipping between the settings, creating a dangerous situation not allowing to turn. I dropped off the vehicle with the SVC 4WD button on and again with my description of what happened. I was told that nothing was wrong, and the light wasn’t on when they worked on it. If a mechanic needs to rely on a service light to be on in order to find a fix the issue, I’m not sure if one can call them self a mechanic. I was then told if the light comes on again, to bring back my car. How exactly would me bringing back my car help the issue, it would be like it was when I brought it in the first time. What if I brought my car back and the light was off when the mechanic went to look at it again, back at square one. All of which cost me time and money with rental services just to find out nothing was done? What happens now, if I go on a freeway and I experience the same issue and go crashing into the wall with my child in the car? Lo and behold, I drove 5 miles away from the service center and the 4wd service light came on, as well as the service 4wd low. But I was told that they switched between the Hi and Low 7 times successfully. I never said I had a problem with me selecting between the two, my issue was it switching between the two ON ITS OWN. Except for the replacing of the recalled Air Bags which wasn’t my fault, seemed like a pointless trip. Very fancy making everything automated, but with no one explaining the issues of what needs to be fixed, or how extracting 4 broken bolts cost $552, but no one explains how they were broken to begin with, or who broke them. All I got was a 5 page printout of $7200 in repairs, but nothing stating if it was based on mileage, recommendations, or if actually broke. This just reaffirms why people dislike going to a dealer, it’s appalling.

Assuming my car runs well after getting a rebuilt engine I am quite happy with your service. Thank you.

Gary did a great job today. Thanks so much.

This was by far the worst car purchase of our lives. We are very disappointed considering we have purchased numerous vehicles over the years from **** Hannah. This purchase was a disaster from start to finish. We spent hours going through **** Hannah's website looking for used cars that fit what we were looking for. We assumed this would make it a very easy process for the sales person. We were totally wrong. Of the four cars we wanted to look at, it took the saleswoman over three hours to find only two. It became very obvious that **** Hannah has gotten too big for their own good. It was very frustrating that when a car was listed online that it's almost impossible for the sales person to locate it in one of the lots. Nevertheless we found one of the cars on our list and decided to purchase it . While test driving I noted that there was a chip in the windshield to which the saleswoman indicated that it would be no problem fixing before we took the car. Upon signing all the paperwork for the car purchase we were told that **** Hannah could not afford to fix the chip in the windshield even though we were offering to pay the full price that they were asking. Pathetic! Within two weeks of owning the vehicle the service engine light came on. Upon taking it for service at **** Hannah, we were told that the issue would cost in excess of $700. The service manager indicated that it was not under the 30 day warranty. I reread the entire warranty and do not see anywhere where this issue was excluded. She then told me that perhaps the sales team would pay for half of the cost or possibly part of the labor. Not to my surprise, they refused to help at all. Part of the reason we chose to buy **** Hannah rather than a smaller dealership is because we understand that they normally check the vehicles out for any major issues before hand. It is to be expected that they would fix any problems with the vehicle that we did not cause within the first two weeks of ownership. After years of having numerous cars serviced at **** Hannah, we will never use their service again. I am shocked at the lack of loyalty and service afforded a customer that has spent thousands of dollars over the years. Well, you will now miss out on thousands of dollars on our four vehicles and any future purchases. I am certain none of this matters to you, as it's obvious that with your growth over the years, the customer service has suffered greatly. Bigger is not always better.

Promp service when I arrived, estimate time for completion was very close to actual time. Thanks

Kelsey was great! I feel like your call center people need an upgrade in service. They misquoted me for my oil change, however, Kelsey made it right. I am a little disturbed by the fact that there is hidden fees in your final invoice. I might take my business elsewhere in the future. Thanks

Teila was fantastic to work with. Very knowledgeable and a great communicator. I would recommend her to anyone.

Teila always puts customers first, I really appreciate that!

Extremely professional

Friendly and efficient, kept me informed.

Price was a little high

Teila is terrific. She always takes care of me and I trust her with my vehicle.

Jeff was polite and professional. He listened to my concerns and assured me he would do his best. He researched issues and worked with the Tech to complete the repair. Programming problem with TCM & PCM.

From the day I had contact with this dealership, from the salesman to the service department I have had nothing but the best of Treatment. This visit was no exception.