I received a recall notice on my 2016 Chrysler 300. I called Gulf Chrysler and made an appointment for the following week at 0930, along with an oil change. The person I spoke with asked me if I would want to wait while the service is performed and I said yes. When I arrived for the appointment the "service adviser" told me that if I wanted to wait for my car, that I would be there until late that afternoon. I then asked why they had scheduled me for a 0930 appointment if that was the case. His answer was a very superior "your appointment was with me, not the technician; I tell you when your car can be worked on. Unacceptable customer service. I have one car and can not drop it off to be worked on at the dealer's convenience. When I schedule an appointment with a business, I expect to have that appointment met within a reasonable time frame. The service adviser was dismissive about my complaint and laughed when I told him that I wouldn't be dealing with them in the future. You've got a lot of work to do on your customer service, starting with the first person a customer in you service department comes in contact with.
I edit this review based on an email I received from the service manager, Paul Marchant, at Gulf Chrysler. His response to my initial review made it appear that he actually wanted to discuss the incident the review was based on. In fact, he wanted to berate my for my reaction to his ridiculous policy of setting an appointment time and then ambushing customers with a prolonged wait time. He also accused me of using profanity ; I did say "xxxx", so I plead guilty to that. I did not direct profanity or insults to his staff until I did the initial review in which I said that his service rep looked like he just climbed down out of his deer stand. The truth is sometimes harsh.
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