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Hands down the worst customer service experience in my life. The predatory maintenance practices by automation dodge of Fort Worth has turned this life long Dodge guy into a anything but a dodge guy. I started experiencing drivetrain vibrations in my 2012 Dodge Ram 3500 DRW 2+ weeks ago and took my truck into automation dodge DFW as the differential was rebuilt there in June 2017 and was still under warranty. They determined that the carrier bearing was bad and replaced it at no cost as it was covered under the warranty. It took 2 days to replace the carrier bearing (normally a 1 hour job) It seems my service advisor had quit that day and my vehicle was lost in the shuffle. I tried to call the service dept (during normal working hours) that same day and was unable to reach anyone until the next day. I went into dodge the next day and talked to the service manager and was able to get my truck repaired. I went in to retrieve my vehicle and drove it down the road only to discover the truck still had the drivetrain vibrations. I took it back to the service department and was able to get the shop foreman to ride with me during the road test and recommended I have them change the front wheel bearings and that my tires were worn and causing the vibrations, Ok, I'll play along. Instead of giving them $1800.00-$1900.00 to change the front wheel bearings and take 2-3 days, I purchased the wheel bearings myself and replaced them in 2 hours (same day) for $800.00 then had a new set of tires mounted and balanced at a local reputable tire shop. Drove the truck and as expected, the vibration is still there. At this point, I'm not going back to this place. Then I get a customer survey. I completed the survey (more like vented) and started my new vehicle search thinking that was that and I would never hear from them again when all of the sudden, I get a call from the service advisor. He was very polite and seemed sincere in wanting to 'Win me back' he said and repair my vehicle. So I take the truck back in and talked with the service advisor. I stated my concern that the differential is about to go out again and that was where they need to focus their search. I left my truck and waited. I get a call the next day saying they have found the problem and if I could come in, we could discuss a plan of action. We walk back to the shop where and my truck is on the lift with the drive shaft removed and the differential service plug removed. The technician showed me the differential service plug to confirm that there wasnt any large chips/pieces of metal that would indicate if the differential was indeed wearing/failing and we did a hand check of the back lash and it did feel within tolerances 6 to 10 thousands. However, the cover was not removed so we could perform a thorough inspection. And any experienced drivetrain technician knows if the the crush Sleeve wasnt properly torqued during the rebuild this can cause vibrations over time. Autonation was focused on the driveshaft and I received the hard sell to replace the drive shaft @ a cost of $1600.00 dollars. I made it very clear, If this didnt fix the problem, I wasnt going to pay for a driveshaft that I didnt need. The service manager stated...and I quote 'I've been doing for over 30 years and I know these Duallys and I have seen this before and this will indeed fix the problem'. I agreed to replace the drive shaft...what else could I do? As we walked back to the front I'm contemplating spending more money on a truck with 159000 miles and told them to hold off on replacing the shaft. I informed the service manager that I would like my truck put back together and I would be trading it in. After 2 attempts to trade the truck in and being informed that the vibration would have to be repaired or I could basically give them the truck for pennies on the dollar. So I took my truck back to autonation and informed the service manager that he could go ahead and replace the driveshaft as discussed earlier. I get the call the next day that my vehicle was ready and that the vibration was gone. I show up to pay for my repairs and take my truck when the service manager stated he wanted me to test drive the vehicle and make sure I was happy with it before I paid. I drove the truck only to discover that the vibration was still there, it was as if nothing haad been done at all. I go back to autonation and informed the manager that my truck was indeed not fixed. Now I have the shop foreman going on the test drive with me and once we start passing through 60Mph and up to 75Mph the vibration and noise say everything that needs to be said. It is my hunch that the vehicle wasnt properly test driven or I wouldnt have gotten a call that my truck was fixed. Once back in the service department, it is self evident that these people are out of their element and dont want me or my truck in their establishment. I informed the service manager that I want my old (but still good) driveshaft. The service manager told me he would have to ask the parts manager if that was something he could do. About 5-10 minutes pass and the service manager says that I now own the driveshaft and that the parts manager is in a meeting for a couple of hours but he relayed to the service manager that he would call me before close of business that day and I could leave my vehicle there until the next day. The parts manager never called. I waited until noon the next day anticipating a call that never came, so I drove back to autonation to retrieve my vehicle. I'm an old mechanic from the 80's/90's, was even a service manager for a while. Just WOW! What else can I say. When I would get stumped on a repair we would collaborate with other repair facilities to try and get to the problem so a reasonable course of action can be decided upon. But here is the real travesty. If I weren't a mechanic already and was able to perform some of the dealer recommended repairs myself, these people would have had me spend we over $6000.00 dollars replacing parts on a hunch. As it stands now I'm only out about $4000.00, no problem, right? I had that laying on the floor of the house, all I had to do was pick it up. I dont bad mouth businesses or people...but, if you need anything other than basic services, be careful with this particular dealership. Their lack of experience will cost some (like me) a lot of money. You see, I use this truck in my business, if it isn't rolling,I'm not getting paid. This little circus really cost me closer to $10,000 in repairs and lost wages. Thank you Autonation Dodge DFW, please dont call me....ever. And I would like to thank you for educating me, I learned a lot these last 2+ weeks. V/R Richard R McClendon


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