Business ProfileforExpressway Dodge, Inc.

Dropped off 2007 PT cruiser on 12/27/23. Was informed appointments are being made for 1/9/24. we left car and made appointment. On 1/5 I was contacted and informed they got the car in and looked at it and it needs a head gasket. It will cost $2300.00. I agreed and was told it was job and will take a week. The following week went by and I texted on 1/11 and 1/12 with no response. On 1/16 I called and got voice mail. I finally called switchboard and got ahold of service advisor. He said I was on his list to call. I said that is only because I left a voice message. He said part wasn't in but car would be done by the following Wednesday and he said he would call. He did call to inform me car wasn't done and part didn't come in. It will be on Thursday truck he said. Friday rolled around and I had to call again to check on status 1/26. I was informed part just came in but doesn't know when car will be done. Service manage said he would call on 1/29 with stars. He didn't call. I had to call on 1/30 to get update. He couldn't tell me when it would be done. It was finally complete on 2/2. Car was picked up and a battery had been installed without our consent. $209.00 was charged for battery. Battery that was in car was installed on 11/23/22 so only 14 months old. they claim it was filthy and old. They said they still had battery and would reinstall and remove charge. we do not know where that battery has been since they removed it aor what they might have done to cover their tracks. This car belongs to an 82 year old woman who drives it to the grocery store and around town to see some of her favorite spots. Really disappointed with service, follow up and excuses. She has used them for other expensive repairs without issue. This service advisor is dismissive and should not have anything to do with customer service. The service manager could use customer service training as well.

We are very sorry that you did not receive the customer service we strive for. Communication did not meet our standards either and has been addressed. Unfortunately, the service department could not give an estimated time of completion because they complete vehicles in order of arrival of parts that had to be ordered and shipped. The battery was dead in 2007 PT Cruiser and the technician tried charging the existing battery and would not hold charge, they tested the battery and it failed, looking at the current estimate that was provided they were still within the estimate, so the technician replaced it. Including the cost of the battery the total cost came out less than what was originally quoted. When it was brought to their attention that the battery was replaced at another facility and has a warranty, they apologized and offered a full refund of the battery if they would return with vehicle to put the original battery back in for them. Customer stated would call to schedule to have it replaced. When it is brought back in for the battery exchange, we will extend a free oil change at our Express Lube.