Eastside Dodge Chrysler Jeep Ram FIAT

Eastside Dodge Chrysler Jeep Ram FIAT responded

Hi David and yes, we care... I am sorry we didn't "WOW" you during your last visit, most days we are better than that. We face many issues with our Service side of things because of the fact that we push over 120 customer work orders per day. Having a high volume service department means that there will always be bottle necks around parking & retrieving customer vehicles, however you should be able to find people to help (I agree). Wakefield will be re-trained on how to provide better customer assistance as I believe there is always "something" we can do to help our customers. As far as Ricardo Bravo goes, I am surprised you have described him as rude and unprofessional. Ricardo has been with the company for many years and he is probably the most passive and well educated sales person we have on our staff. I have never seen him lose his cool. It sounds like that you a bad day at our expense and I would like to know if there's anything that I can do to make it up to you? Let me know! Thank you for expressing your views; let them be positive or negative, I'd like to hear about it. Sincerely, Rico Olinger Sales Manager Eastside Dodge

David M responded

Thank you for your message. It has been three times now with your service department so not a one off situation. Maybe Ricardo was having a bad day, but two years ago when we came in to buy a Dodge Caravan the salesman at that time didn't know anything about vehicles and wasted our time. We ended up going to Airdrie to do business. We just purchased a Dodge Journey and started at Eastside again, I corresponded through email with Ricardo, he would not even try to negotiate as the other two dealerships and just flat out told me to go somewhere else to buy our Journey, so we did. For me this is not one off situations, we have tried twice with your sales staff and three times with your service department, I am not the only one who feels this way, ask around. I asked where I should take my car to get serviced on a public forum, 9 out of 40 said to avoid Eastside. I don't normally write reviews, but I had enough of your location and lack of customer service.

Eastside Dodge Chrysler Jeep Ram FIAT responded

Hi David, I can appreciate what you're saying and feel bad that we have disappointed you in multiple occasions. Where I can't speak on Service's behalf, I will certainly stand up for Ricardo, as I have said before, he is one of our best. You mentioned he upset you by not negotiating over emails... well, you can blame me and the other sales managers because that's our policy. Pricing is what gives us our competitive advantage in our market area, so we choose to keep that very close to our vest. I understand other dealers have a different selling philosophy (and that's fine) but neither Airdrie nor Varsilty (or the others) even come close to the volume that we do; so you might want to ask yourself why we double or sometimes triple every other dealer? It comes down to the price. I was hoping I could sway you to change your review and add another star or two... could you think of a scenario that this could happen? Is there anything I can do for you? Any accessories I can help with pricing in exchange for a better review? It's part of my job to maintain the reputation for Eastside Dodge; hence why I am asking you. If you think it's a waste of time, I respect your decision. Thanks for your reply once again! Rico Olinger Sales Manager Eastside Dodge

David M responded

I will change the wording and leave out Ricardos name but the experience was not good even if you don't deal via email like the rest. I will not change the rating as your service department sucks regardless of volume. Based on that response you should be the best because you have lots of experience. A side note maybe Ricardo could have simply said he needs to speak with me rather than email instead of just saying go buy the car somewhere else. I would think you would want my business even though you say your sales double and triple everyone else?

Eastside Dodge Chrysler Jeep Ram FIAT responded

Hi David, Could you possibly send forward me the email that Ricardo sent to you to "go buy somewhere else"? I find it hard to believe that you got an email from us stating that. If in fact this is happening, I see an opportunity for training and I was hoping you could help me with that. You're right, we want your business here and no one should be telling people to go buy somewhere else... my email address is rolinger@eastsidedodge.com Thanks David, I look forward to your reply. Rico Olinger Sales Manager Eastside Dodge

David M responded

Hi, I typed a response, but it did not save earlier and do not want to spend more time on this anymore. There is certainly a learning opportunity here. I checked my records and the salesman who helped us two years ago was Ricardo (didn't know anything about the Dodge Caravan), this time it was Jamie Caulder: That sounds like a great deal you should take it Regards, Jamie Caulder The deal was not good yet, the other dealerships took off $1,000 more so you lost my business. If Jamie wanted to speak with me that is all he/she needed to say, the other dealers did that and I call them to negotiate a deal. I have removed Ricardo's name from my rating, but it will remain the same for the service department. This is defiantly a learning opportunity if you are going to offer email communication, then use it or explain why you can not negotiate via email. Thank you for listening to me, I appreciate it a lot.

Eastside Dodge Chrysler Jeep Ram FIAT responded

Hi David, Thank you for your edited review, I appreciate it. I did find your full correspondence with Jamie and was able to identify some areas in which he needs to be trained on... this will happen later today. In regards to your deal at Varsity, did they really sell you a brand new 2015 Grand Caravan for $18,998 + gst = $19,947.90? If so, I can confirm that you got a great deal? At that number, they were surely in the red! Best, Rico Olinger Sales Manager Eastside Dodge