Clear Lake Dodge, Webster, TX
Complaint 65358 Details

I purchased a brand new Dodge Ram 1500 with the ram boxes in June 2010. I paid the dealership to have the bed sprayed with Rhino Liner, which they contracted out to a 3rd party. Three days later I went to the dealership to take possession of my new truck and found that the driver's side ram box was damaged. I was assured by the Internet Sales Manager, Lincoln Stahl, not to worry. He told me to take my new truck home and enjoy it and that he would order the piece to fix it and let me know when it comes in. So, trusting that it would be remedied (after all, it was a brand new truck with a great warranty), I left the dealership with my new (slightly damaged) truck. Nearly six months and many calls later, the truck was finally repaired. Then the very next day the ram box broke again, the same piece for which I had been waiting for several months. Turns out the entire ram box lid was in need of replacement. Again, I was told not to worry, as the right part would be ordered this time. The technician, Gerran, went outside and took pictures of the damaged area to ensure documentation was in place to justify the lid replacement. Fast forward 1 yr 7 months. I STILL have a broken ram box. After numerous calls over many, many months to the Service Manager (Robert Jackson), to the Internet Sales Manager (Lincoln Stahl), and to the technician (Gerran) who took the pictures, not a single person returned our calls. Ultimately, I contacted Dodge Corp and finally got the issue resolved under warranty. So, after waving good-bye and allowing me to leave the Clear Lake dealership with a broken truck one year and seven months ago, after assuring me that they would fix the damaged part, after agonizing attempts to recify the situation through phone calls where no one responded, that dealership was willing to have me swallow a $1200 repair that was absolutely no fault of my own. These people are not honest, and I will never allow them to even change my oil, much less buy another vehicle from them. And I will never recommend them to a friend. I find it utterly amazing that the Dealership owner would put such unprofessional, dishonest personnel (in particular Robert Jackson) in Management positions...what does this say about the whole organization? This dealership's lack of judgment not only cost them the loss of a customer for life but also potentially countless other customers who saw the seemingly poor craftsmanship of a brand new Dodge truck with a broken rambox for 1 1/2 yrs. Additionally, this story and the way we were treated will live on through word of mouth and through e-mail communications such as this.