We purchased a new truck from Mac Haik Dodge of Georgetown in August of last year. We bought a 2013 Dodge Ram 2500 4x4. We love our truck. The buying experience was awesome and easy, as it usually is at Mac Haik. I have always referred them to others who were looking for a good dealer. We have purchased multiple vehicles through them and have never had issues.
With that being said, I have rarely used them for service. We decided to only use them for our service needs this time around and give them our customer loyalty. In November my wife called to get an appointment for an oil change. She was informed that they do not do appointments for oil changes, but instead to just come in early and they would get her in. She took the truck down and had my three year old son with her. They told her to leave the vehicle and pick it up at 1700. She could not do that. It was during the week and she had no ride. With me being deployed she has a tremendous amount to accomplish on her days off. They said they would work her in. She waited 3 1/2 hours with my son while they serviced our truck. She had no other choice, if we wanted to use them.
Fast forward to last week. She needed service again and called to try and get an appointment. She explained her situation with me being deployed and her only having two days off per week. They said to bring the vehicle in on Wednesday and they would work her in, but they do not do appointments. She arrived at 0750 on Wednesday morning with my son in tow. They told her it was a three hour wait and that she could leave the vehicle. That was unacceptable given her ordeal right now. No problem they said, bring it back at lunch time. Well she did and once again was told a three hour wait. She could not do that, so they told her to bring it back early Friday morning. She gave it one more try on Friday. Again they told her the same crap and refused to assist her in anyway. She tried Lunchtime as well.
Now, my wife is really easy going, so this did not set her off until Friday afternoon. Her plate is full, she is stressed, and they were unwilling to help her in anyway. She left the dealership and told me she will never go to them again, for anything. She wrote the Service Manager and still has gotten no reply. I wrote the Store Manager, Service Manager, and Store Representative with only one reply. The reply I got back stated that they have asked my wife on more than one accasion to schedule an appointment and basically called her a liar. Also The Rep stated that he had emailed us both previously and that we should check our Spam folders if we did not recieve it. Neither of us had anything in our email. I called BS and asked him to forward the previously sent emails. He wrote me with a forwarded email attached where I had written a letter to the store manager explaining my displeasure, but no previously sent emails from him.
Worst of all is that nobody from the dealership has contacted my wife to this point. The rep told me to have my wife call the service department manager instead. Really, have my wife call him? No way! He should be calling my wife to apologize for the crap his team has put her through. I have written five emails to them now and they no longer respond to me. I think it is pretty sad that they choose to deal with loyal customers in this fashion. I have purchased four vehicles from them and never have I felt more disrespected by anyone. I think it is safe to say that they will no longer get any of my business.
Now, I must say that my wife took our truck down to Jiffy Lube in Round Rock on Saturday. Not only did they remember her, but they gave her a discount on my behalf and had her in and out in 45 minutes. So, shout out to those guys. They actually get the customer/client relationship.
Rant over.
With that being said, I have rarely used them for service. We decided to only use them for our service needs this time around and give them our customer loyalty. In November my wife called to get an appointment for an oil change. She was informed that they do not do appointments for oil changes, but instead to just come in early and they would get her in. She took the truck down and had my three year old son with her. They told her to leave the vehicle and pick it up at 1700. She could not do that. It was during the week and she had no ride. With me being deployed she has a tremendous amount to accomplish on her days off. They said they would work her in. She waited 3 1/2 hours with my son while they serviced our truck. She had no other choice, if we wanted to use them.
Fast forward to last week. She needed service again and called to try and get an appointment. She explained her situation with me being deployed and her only having two days off per week. They said to bring the vehicle in on Wednesday and they would work her in, but they do not do appointments. She arrived at 0750 on Wednesday morning with my son in tow. They told her it was a three hour wait and that she could leave the vehicle. That was unacceptable given her ordeal right now. No problem they said, bring it back at lunch time. Well she did and once again was told a three hour wait. She could not do that, so they told her to bring it back early Friday morning. She gave it one more try on Friday. Again they told her the same crap and refused to assist her in anyway. She tried Lunchtime as well.
Now, my wife is really easy going, so this did not set her off until Friday afternoon. Her plate is full, she is stressed, and they were unwilling to help her in anyway. She left the dealership and told me she will never go to them again, for anything. She wrote the Service Manager and still has gotten no reply. I wrote the Store Manager, Service Manager, and Store Representative with only one reply. The reply I got back stated that they have asked my wife on more than one accasion to schedule an appointment and basically called her a liar. Also The Rep stated that he had emailed us both previously and that we should check our Spam folders if we did not recieve it. Neither of us had anything in our email. I called BS and asked him to forward the previously sent emails. He wrote me with a forwarded email attached where I had written a letter to the store manager explaining my displeasure, but no previously sent emails from him.
Worst of all is that nobody from the dealership has contacted my wife to this point. The rep told me to have my wife call the service department manager instead. Really, have my wife call him? No way! He should be calling my wife to apologize for the crap his team has put her through. I have written five emails to them now and they no longer respond to me. I think it is pretty sad that they choose to deal with loyal customers in this fashion. I have purchased four vehicles from them and never have I felt more disrespected by anyone. I think it is safe to say that they will no longer get any of my business.
Now, I must say that my wife took our truck down to Jiffy Lube in Round Rock on Saturday. Not only did they remember her, but they gave her a discount on my behalf and had her in and out in 45 minutes. So, shout out to those guys. They actually get the customer/client relationship.
Rant over.
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