2020 DODGE Durango

If I could, I wouldn't give them a star

Customer Service: 1.0 Buying Process: 1.0 Quality Of Repair: 1.0 Overall Facilities: 1.0

I purchased a 2006 Ford Mustang Convertible from this dealership on February 13, 2014. By March 1, 2014, the convertible top started leaking. I contacted the dealership to receive a resolution. I left multiple messages and sent numerous emails and received no response. During this same time, I had been charged the February payment for the 2012 Chevy Sonic I had traded in for the mustang. I called the dealership again and once more, did not receive a return phone call. I was finally able to talk to Sue Wilke in April AFTER I had to prevent the Sonic's March payment from going through and making me overdrawn on my account. Mrs. Wilke promised me that they had sent the check but Ally, the finance company for the Sonic, promised me that they never received the check. After numerous harassing phone calls to, not only myself, but also my parents, I gave Ally Mrs. Wilke's direct number. Finally by the end of April, I stopped receiving calls from Ally (OVER two months after I gave them the sonic and drove away with the mustang) and I received a call from Lompoc Honda's service department in regards to the leaky convertible top. Due to to my schedule and lack of communication, once again, from this dealership, I finally received a new top on May 30, 2014. Less than one month later, my car started making a rattling noise. I took it to a mechanic and found out that now my beloved Mustang had a bad Catalytic Converter, which is a $1,500 repair. Seeing as how, at this point, I had ONLY had the car for FIVE months, had driven it LESS than 5,000 miles, AND had nothing but negative customer service experiences, I assumed the dealership would help me out, even if it was only a little. Due to the price of the repair, any help would have been much appreciated, so I contacted the dealership. They basically told me that they have already "gone above and beyond" and are not responsible for helping me as this repair is "wear and tear." IF I had been driving the car for a while then I can understand the "wear and tear" but I had been driving this car for FIVE months. Needless to say, I was furious and disappointed so I reached out to the general manager. He then passed me off to the owner who absolutely refused to return any of my calls and/or emails. I have been trying to get in contact with the owner for about two months now and have yet to speak to him on the phone. I now understand why the customer service of this dealership is so bad. It starts from the top and flows downhill until the customer is left feeling betrayed, frustrated and angry. DO NOT BUY YOUR NEXT CAR FROM THIS DEALERSHIP!! Their website is a lie, they do NOT care about the customer experience and you are NOT family when you drive off the lot. I love my mustang but I absolutely ABHOR this dealership and EVERY single person that treated me as if I was a thorn in their side.

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