Dan O'Brien Chrysler Jeep Dodge Ram

I scheduled a 10 am appointment last week for this morning, June 26, 2020. I was told I would need to drop my car off for 10 am as it was a couple hour process because they would have to drain the refrigerant and then put a dye through it to detect if there/where the leak is in my air conditioner. I dropped my car off night before so it would be there for my 10 am scheduled service appointment and to give them two extra hours. It is a 2016 *** with 40k miles on it. When I called to schedule my appointment the person I spoke with said to drop it off and they would take care of it same day.
Received a call this morning at 8 am from Jim of Dan O’Brien’s service letting me know what my out of pocket expenses would be before they moved forward with the testing because he was not sure if this part would be part of the extended warranty I purchased. I told him it was ok to proceed because it had to be done.
I did not hear back from Jim so I called him at 12:45 pm and they still had not serviced my car yet. He said they were going to do the 2 softwares recalls and then once a “qualified” tech was available he would start the testing. I asked why they hadn’t started it when I had a 10 am appointment. He said they were behind from yesterday. I asked him if my car would be done today and Jim said he can’t guarantee it would be. Why have appointments if you can’t commit to them? Remember when I booked it they said it would be completed in one day. I can see a half hour or possible 45 minutes delay but a 4-5+ hour delay without even touching my vehicle is unacceptable.
Went and picked up my vehicle at 2 pm after it sitting there since 6pm the night before without it being touched. I spoke to the service manager, Mike, to explain what happened and he could have cared less. At least Jim was professional and apologized. So much for trying to turn a customer’s dissatisfaction around. If they were working on Thursdays cars on Friday then why not tell me my Friday appointment wouldn’t be looked at until Monday as Jim was very clear they wouldn’t do much with it over the weekend
Communication was poor. Service manager, Mike, did not try to rectify the situation rather explained to me the difference of a “drop off” appointment versus the scheduled appointment I had at 10 am. Drop offs take priority he said. This is irrelevant because I had a scheduled appointment to allow enough time for my car to be fixed the same day which is what I was told to do by them last week.
Should I have sat around there sorry excuse of a waiting room all day just to make sure they do what they promised? With COVID-19 being a problem it was in everyone’s best interest to drop it off.
I was very clear to Jim at 8am that I needed my car as I was leaving for Cape Cod in the morning for the weekend. He could have said something then. No rental car was offered to us, no discount only a half as apology and nothing but excuses from your management team.
To sum it up, I was told when I made the appointment it would be completed in the same day. I wasn’t told at 8am that they might not get to it till Sat or Monday. I lost my car for a whole day and the issue still needs to be fixed.
I live three miles from 495 *** and decided to give Dan O’Brien’s the business after they built my husband a custom $65K Ram last month.
Dan O’Brien’s is just like every other dealership, sales is great as that’s what they do best, sell to you and fill you with a fantasy about how great their parts department and service is.
I’ll gladly pay the $100 deductible for my husband’s truck and let him take it to 495 *** for service. This way if something goes south it’s not a 50 min round trip for nothing. It’s three miles. All this could have been resolved with communication and honesty. I guess this company lacks those traits.

Spoke with sales rep over phone about helping my deaf son buy a van the girl called and told me they had one for 16K we test drove then they told us it was 18500 we should of just left then they said give deposit to decide once I did that they send it was non defundable however the form my son signed they said was just agreeing to cost, this was after the deposit no one mentioned if he initialed the box we dont' get the deposit bank I found just lying about the cost of the van and the non refundable deposit and how it was all handeled to be very shady and non professional scammers