Rude Service Managers, Neglectful Service Work
Reviewed by Dissatisfied Customer
in Dearborn, Michigan
August 20, 2020
My experience with Westborn's Service department started when I brought my 2014 Dodge Journey in for a diagnostic on a grinding noise in mid-September 2019. I was told my brake calipers were rusted and that repairs would be a little over $1,000. Dave Craig seemed personally offended that I wanted time to consider the repair costs and discuss it with my wife. He made a point of adding "Customer declined" repairs to the invoice for the the diagnostic work, which meant that I did not get credited the $112 dollars I spent on the diagnostic when I brought my vehicle back the next day for the caliper repair work. Dave tried to tell me that he had to "hide" the diagnostic credit in the Hours section of the invoice (which was blank) since his boss disapproved of diagnostic credits, despite that being a standard practice in the automotive service care industry. Dave begrudgingly offered two free oil changes to make up for the cost, which was a satisfactory solution at the time, despite his poor attitude.
In mid-November I brought my Journey in for an oil change. Dave wasn't in, but Steve honored one of the two free oil changes that was scrawled and signed by Dave on the back of a business card. When I picked up my vehicle, I was handed an invoice and was simply told "You're all set". However, it turns out that my oil pan had some serious rusting issues, something that Westborn neglected to tell me after my oil change. Eventually, the rust ate a hole in the pan so severely that oil began leaking out at a rate that was too fast for the Low Oil Pressure indicator to detect (apparently a possibility according to FCA corporate warranty department). This leak lead to catastrophic engine failure totaling $8,400 and stranded me in the middle of a 50 mph highway. FCA corporate warranty refused to cover any costs, stating that this issue would have been brought to my attention after my most recent oil change.
I called Steve twice leaving voicemails and sent him an email and got no reply. I left two voicemails for Dave but wasn't able to talk to him until I called back a third time. Dave said he wouldn't be able to help me in any way but did connect me to his boss, Bob Christe. To say Bob was rude would be an understatement. I explained my situation and simply asked why his service team had failed to notify me of a rusting oil pan. Before I could finish my question, he interrupted me with a raised voice saying "I listened to your story now you listen to me..." and went on to say that his team might have told me about the oil pan, that rust would not have been evident when they did the oil change, and finally that I should have noticed a rusting oil pan. When I asked how a layman customer is supposed to notice a rusty oil pan, Bob told me that "normal people check their oil". I was offended that he implied that I was abnormal, to which he promptly said "I never said you were abnormal, don't put words in my mouth. I only said that normal people check their oil regularly and can notice leaks from dropping levels." I then asked if it was possible to detect a rusty oil pan from a dip stick test alone, since the leak occurred all in one day after a trip home after the 4th of July. Bob admitted that it would not be possible, but refused to offer any sort of compensation, saying that his team did nothing wrong.
Finally, I reached out to Tim Moore regarding my issue. Tim was much more respectful and professional than Bob, but still refused to offer any sort of apology or compensation. Instead, I was left with a rusted oil pan and several thousand dollars worth of engine damage to my vehicle.
Satisfied customer
Reviewed by Mike L
in Dearborn
May 10, 2019
Jordan D is the man to see, no matter when I stop by or have a question I’m treated as if I’m the only customer around. No matter what the issue is he handles it ASAP.
Wonderful experience
Reviewed by BJLee23
in Farmington Hills, MI
November 15, 2018
Once again a wonderful experience dealing with Mike Poupore and Westborn Chrysler! Mike listened to what I was looking for and worked to get me the best dea!! I couldn’t be more grateful!
