$17 my ***, Cook Auto

[mythoughts]

Well, if you're keeping score, I'd still never buy a Chrysler product. But I'm now more likely to patronize Cook.

Just goes to show that your arguments were because you're pissed off that I had the gall to call out a company that sold a defective product and didn't care about the inconveniences it caused to its customer. And it once again shows why so many businesses don't care about customer satisfaction. They feel like they are doing you the favor by being their for your money. By all means take a ride up to Aberdeen, on the corner or Rt 7 + 40 and patronize them. But remember next time you get an unsatisfactory product and/or service and they don't care about whether your satisfied or not, but only care about their own bottom line.

I'd say my family has bought at least 4 or 5 cars from there in the past 30 years, and the last time I was there I was dropping my sister off for some kind of servic there but guess what I doubt they will be getting any of that business anymore either. Poor customer service can and should have consequences for businesses.

[Balt Observer]

Just goes to show that your arguments were because you're pissed off that I had the gall to call out a company that sold a defective product and didn't care about the inconveniences it caused to its customer. And it once again shows why so many businesses don't care about customer satisfaction. They feel like they are doing you the favor by being their for your money. By all means take a ride up to Aberdeen, on the corner or Rt 7 + 40 and patronize them. But remember next time you get an unsatisfactory product and/or service and they don't care about whether your satisfied or not, but only care about their own bottom line.

I'd say my family has bought at least 4 or 5 cars from there in the past 30 years, and the last time I was there I was dropping my sister off for some kind of servic there but guess what I doubt they will be getting any of that business anymore either. Poor customer service can and should have consequences for businesses.

No, that's not it at all. I would patronize them because I looked at your case and thought they handled it quite reasonably. Frankly, I think that you are the one with unreasonable expectations.

BTW, I am quick to change service providers if I feel that I can get better service elsewhere that is convenient.

[Chesapeake Spirit]

Interesting thread. What would everyone do in the following scenario.

The wife's car's check engine light came on back in January. The dealership where we bought the car and always have it serviced said that there is a diagnostic fee of $119.95, but that it would be waived if we had the service done there. We let them do the repairs at a grand total of about $360.

Skip forward 3 months. The check engine light comes on again, for a different reason. They say that there is a diagnostic fee of $119.95, but my wife doesn't remember them saying it would be applied to the service if we had it done there. They also found another more serious problem (which is a known issue with that model/year), and the total comes to just over $1400. We let them do the repairs. When we pick up the car I notice the $119.95 charge and ask the cashier if that should be removed. She says no, they have to charge everyone because some folks don't get their work done there. I told her that I understand, but we always have our work done there. I also mentioned that there are places that advertise that they will troubleshoot the check engine light for free. She replied that their computers are better ))) I got a good chuckle out of that.

So I get home and look over the invoice in detail. I find that we have also been charged for an oil change that we didn't agree to (wasn't due for one yet) and a new thermostat, which we had replaced 3 months ago. My wife then gets the customer satisfaction email from them, so I call their customer service rep. He puts me in touch with the service adviser we dealt with on this incident.

He explains that the $119.95 is always billed, but is sometimes included in the labor charge and that was why we didn't see in a few months ago. I told him that it doesn't take $119.95 in labor for the 2 minutes to hook it up to their computer and read the trouble code. He also says that they automatically do an oil change in cases like this and the thermostat is automatically replaced when they replace the lower intake manifold gasket.

He said he was willing to refund the $18 for the new thermostat, plus give us a free oil change the next time.

So what do you folks think? Good dealer or bad dealer?

[crabsnbeer]

Certainly bad communication. And any repairs done without a written estimate do not have to be paid.
Diagnostic fees are common and legitimate. It takes more time than you would think and you do want them to be right. But usually they do waive the diag if you do the work there.

The oil change story sounds fishy to me. I am not a mechanic but there is no reason it should be done without asking and documenting the costs.

I would not go back. It sounds like the took advantage of you (at least from the details provided). Does the car run well now?

[Chesapeake Spirit]

Certainly bad communication. And any repairs done without a written estimate do not have to be paid.
Diagnostic fees are common and legitimate. It takes more time than you would think and you do want them to be right. But usually they do waive the diag if you do the work there.

The oil change story sounds fishy to me. I am not a mechanic but there is no reason it should be done without asking and documenting the costs.

I would not go back. It sounds like the took advantage of you (at least from the details provided). Does the car run well now?

I agree with you that diagnostic fees are legitimate, and should be charged if one doesn't have the work performed at that location. His explanation of why we were not charged 3 months ago and were charged now doesn't fly though.

I don't know if the car runs well now or not. My closing statement to him was that we we're getting rid of the car, that I'd never purchase another GM vehicle and that I'd never deal with his dealership again. The new Toyota runs just fine though

BTW - We had problems with this car dating back to when we had the first 3,000 mile maintenance. The lower manifold gasket problem that we recently experienced is a documented issue with that year Impala, and there was a class action suit that GM lost. Unfortunately for us, that was the old GM, before they went into bankruptcy. A shame, because the car only had 50,000 miles on it.

[mythoughts]

No, that's not it at all. I would patronize them because I looked at your case and thought they handled it quite reasonably. Frankly, I think that you are the one with unreasonable expectations.
....

Is expected your new $28,625 vehicle to go more than 2 months and 4,593 before having major electrical problems unreasonable?

[mythoughts]

I agree with you that diagnostic fees are legitimate, and should be charged if one doesn't have the work performed at that location. His explanation of why we were not charged 3 months ago and were charged now doesn't fly though.

I don't know if the car runs well now or not. My closing statement to him was that we we're getting rid of the car, that I'd never purchase another GM vehicle and that I'd never deal with his dealership again. The new Toyota runs just fine though

BTW - We had problems with this car dating back to when we had the first 3,000 mile maintenance. The lower manifold gasket problem that we recently experienced is a documented issue with that year Impala, and there was a class action suit that GM lost. Unfortunately for us, that was the old GM, before they went into bankruptcy. A shame, because the car only had 50,000 miles on it.

I think that's the way some places do business today. The bury some hidden cost into your bill and hope you won't question it. And if you do they either play stupid and clain an oversight on their part or they quickly make up a story that they hope you will buy. In the case of Cook, they wanted the sale of the vehicle, the reimbursement from Dodge (that I guess they are paid) and the $17 from me. And I wouldn't be surprised if they billed my Fleet management service company.

[LarryN]

Is expected your new $28,625 vehicle to go more than 2 months and 4,593 before having major electrical problems unreasonable?

Was that Cook's fault?

[Balt Observer]

Is expected your new $28,625 vehicle to go more than 2 months and 4,593 before having major electrical problems unreasonable?

That's Chrysler's fault, not the dealer's. And your tire penetration had nothing to do with that.

And that's why I would never buy a Chrysler product, especially new.

[mythoughts]

Was that Cook's fault?

In part, yes.
They ultimately sold the defective product.
I'm guessing they were compensated by Chysler Corp for the repair. I don't know how that works but I don't think that repair comes out of what they made on the vehicle. Or does it.
Again we're talking about approximately 12 minutes of labor and no parts, in return for the hour-and-a-half I had to spend traveling back and forth to the dealership 4 times, as well as inconveniencing another person for a ride. And also the 5 days I had to drive around without AC, some days quite hot, and without turn signals. I don't think that unreasonable of me at all. I've never had a problem with any of the ACs in and of the Honda or Nissan products that I've bough in the past. But none of the ACs in the 3 Dodge Caravans my company as bought have ever gone more than 3 years without breaking.

Some dealerships will provide a loaner car. Certainly that is more than a $17 expense to dealerships that do that.

[DaggerJohn]

I agree with you that diagnostic fees are legitimate, and should be charged if one doesn't have the work performed at that location. His explanation of why we were not charged 3 months ago and were charged now doesn't fly though.

I don't know if the car runs well now or not. My closing statement to him was that we we're getting rid of the car, that I'd never purchase another GM vehicle and that I'd never deal with his dealership again. The new Toyota runs just fine though

BTW - We had problems with this car dating back to when we had the first 3,000 mile maintenance. The lower manifold gasket problem that we recently experienced is a documented issue with that year Impala, and there was a class action suit that GM lost. Unfortunately for us, that was the old GM, before they went into bankruptcy. A shame, because the car only had 50,000 miles on it.

Sorry, no offense, but I think you're a dumb customer. You should have done a little research on why the "Check Engine" light came on. Certainly after the second occurrence. With the information on the Internet there's no excuse not to do this. And you may have been able to borrow the diagnostic tool--for free--from an auto parts store. I think if the customer is going to permit themselves to remain absolutely ignorant as to what's happening to their car, they become fair game for a less-than-scrupulous auto repair facility.

[LarryN]

In part, yes.
They ultimately sold the defective product.
I'm guessing they were compensated by Chysler Corp for the repair. I don't know how that works but I don't think that repair comes out of what they made on the vehicle. Or does it.
Again we're talking about approximately 12 minutes of labor and no parts, in return for the hour-and-a-half I had to spend traveling back and forth to the dealership 4 times, as well as inconveniencing another person for a ride. And also the 5 days I had to drive around without AC, some days quite hot, and without turn signals. I don't think that unreasonable of me at all. I've never had a problem with any of the ACs in and of the Honda or Nissan products that I've bough in the past. But none of the ACs in the 3 Dodge Caravans my company as bought have ever gone more than 3 years without breaking.

Some dealerships will provide a loaner car. Certainly that is more than a $17 expense to dealerships that do that.

So let me get this straight.....you've had other Dodge Caravans that have been pieces of ****, and then you bought another one? And you blame that on Cook? you and your company sound like dumb consumers.

[Balt Observer]

In part, yes.
They ultimately sold the defective product.
I'm guessing they were compensated by Chysler Corp for the repair. I don't know how that works but I don't think that repair comes out of what they made on the vehicle. Or does it.
Again we're talking about approximately 12 minutes of labor and no parts, in return for the hour-and-a-half I had to spend traveling back and forth to the dealership 4 times, as well as inconveniencing another person for a ride. And also the 5 days I had to drive around without AC, some days quite hot, and without turn signals. I don't think that unreasonable of me at all. I've never had a problem with any of the ACs in and of the Honda or Nissan products that I've bough in the past. But none of the ACs in the 3 Dodge Caravans my company as bought have ever gone more than 3 years without breaking.

Some dealerships will provide a loaner car. Certainly that is more than a $17 expense to dealerships that do that.

Geez, driving around without A/C, with some days quite hot. Boo hoo. At least you had a working car.

You want Lexus or Mercedes level service, buy a Lexus or Mercedes. Not a Dodge.

[mythoughts]

So let me get this straight.....you've had other Dodge Caravans that have been pieces of ****, and then you bought another one? And you blame that on Cook? you and your company sound like dumb consumers.

No, you're wrong.
I did noy buy another Dodge Caravan. I had nothing to do with the purchase.
It is a company vehicle, actually I think our Fleet Mngt Company owns them (but I'm not sure), they buy them in bulk, I'm guessing directly from Chysler, probably a couple hundred at a time. Then then have the vehicle shipped to a dealership close to where we live where we pick it up.

And I say it would've been smart business to provide such a simple service "gratis" knowing that it could lead to future service for oil changes and 7500 mile routine maintenance where they then get to sell wipers, filters, tires, bulbs and other parts. Some business(es) will be servicing this vehicle about 20 times over the next 3 years making several thousands of dollars. Since I want to be comfortable in my ride, and it ain't my money that's paying for it, when I take my van in to be service I will specifically ask for certain things. And usually the cost my requests are approved by Fleet Mngmt. I'm not sure the shops would get paid on some of those items it I hadn't requested it.

I have a Customer Services job and I routinely provide a little extra, "gratis", for customers who I feel have been unusually impacted by poor performing products (and I consider having to return a vehicle with 4,593 miles on it "unusually impacted"). I'm glad I provide better customer service to my clients then some other people here who obviously won't go that extra mile for their customers to show their appreciation. I'd rather have a long term business relationship with them than a dollar TODAY! And while I have lost a few clients that I'm not losing any sleep over by losing them I NEVER would've "looked them in the eye and told them I didn't want their business anymore". I always honored their contracts until the end and took pride in fixing their products above and beyond how much extra I could make off them.

[LarryN]

Cook did honor your contract if they fixed your AC at no charge. Road hazards were clearly not part of that contract. Tell your employer to buy road hazard protection next time, because you're too cheap to pay $17 to get something fixed that isn't covered.

Looks like you came to the wrong place if you were looking for sympathy. You can count your thread views all you want. You won't need to count at all to find anyone that agrees with you in the thread.

[mythoughts]

Cook did honor your contract if they fixed your AC at no charge. Road hazards were clearly not part of that contract. Tell your employer to buy road hazard protection next time, because you're too cheap to pay $17 to get something fixed that isn't covered.

Looks like you came to the wrong place if you were looking for sympathy. You can count your thread views all you want. You won't need to count at all to find anyone that agrees with you in the thread.

I never asked for sympathy.
I just gave a review of my impressions of Cook's customer service and of Dodge.
If I can get 2 people to not do business with them, I'll be happy - and I've already got one --- me (And the next time I have to go to a Dodge dealership I'll go to Thompson in Edgewood). Actually I'm happy that, with your help, I'm going to reach 2,000 views. That's good enough for me.

As far as me paying for it, I NEVER have to pay out of my pocket. I have a vehicle maintenance program that covers EVERYTHING for the company vehicle. No service shop I've ever been to has EVER asked me to pay a penny out of my own pocket. I told them that they could keep the van but I wasn't paying anything out of my pocket.

[mythoughts]

....

You want Lexus or Mercedes level service, buy a Lexus or Mercedes. Not a Dodge.

I'd be perfectly happy with with Honda or Nissan level service.
I guess being a large American corporation my wants to go with an American manufacturer. That's not my decision. I just drive whatever they give me.