Oxford Dodge Chrysler (1992) Ltd.
1249 Hyde Park Rd. , London, ON, N6H 5K6
Member since March 20, 2014
1249 Hyde Park Rd. London ON N6H 5K6Overall Score
Oxford Dodge Chrysler (1992) Ltd.2596 Reviews
2490Review Ratings Breakdown
Consumer Reviews
*Showing a selection of the total reviews available from Google.
*Showing a selection of the total reviews available from Facebook.
I had a serious issue with the customer service experience with respect to a Manager at the Express Lane shop.
July 26, 2017
I have previously, since owning my 2009 Journey, performed virtually all service on this vehicle at the Oxford Dodge Dealership through the regular maintenance department, including just oil changes. Through the regular service department, I have had no complaints and mostly positive experiences. On July 19, 2017 between 2pm to 3 pm, I brought my car for the first time to the Express Lane service for an oil change. I was quite pleased with the speed and service by the regular staff/technicians. An issue was brought to my attention shortly after service had begun, which was that the "dip stick" (or Indicator) had broken upon trying to remove it. A junior tech showed it to me and I asked what this meant to the rest of my service. I clarified with them that the part was fine when I came in as I had recently checked my oil and did not see any damage, and he said yes, it broke as he was trying to remove it. He could not really say how the rest of the appointment would be affected, and then a senior-looking Manager/Technician brought the dip-stick again -again I asked how this would affect the rest of the work being done, and again did not really receive an intelligible answer. He remained for a while seemingly assisting the removal of the broken dip-stick. Finally the tech who was managing the cashier and overseeing the work, finally said they would just get me a new one. I even joked with him "as long as it's not some special order part that's going to keep me here all afternoon." Through these previous exchanges, not once did anyone mention there would be a charge for a new Indicator -even after the Manager-looking fellow came back with a new dip-stick and placed it by the cashier and said something to him, but not to me. The rest of the appointment was uneventful and with friendly and cordial service by all the staff performing the work, including tying up a loose thermometer cable under the front end for me. At checkout time, I was very surprised to be told my bill was $84.42. When I asked why (was there a charge for tying up the cable or for the car wash?) that's when I was first told there was a charge for the new Indicator/dip-stick. I asked why, since it was admitted by all involved that the part was not broken when I came in, but broke upon removal by the first junior tech. All the Cashier tech could keep repeating several times was that it was a "wearable part." So I said, go ahead and finalize the bill since he seemed to have no authority to talk about it and was unable to better explain the extra charge, but I asked if there was someone else here that I could speak to about this, specifically to express that throughout my whole visit not once was it mentioned there was a charge for this. This is where my experience became very bizarre and surreal. The Cashier looked around and said yes, the first older gentleman, I assume the Manager who inspected the broken dip-stick and assisted with it's removal and brought the new part, was still there and called him over. (my apologies for not knowing anyone's name, so I call this fellow the Manager) As I was preparing to pay the full bill that I already said I would pay, this Manager immediately took on an antagonistic approach, kept saying the dip-stick was a "wearable part" and therefore a chargeable item even though still admitting it was not broken until his junior staff attempted to remove it. I asked for more explanations of what a "wearable part" was with respect to this incident and tried to point out that any additional charges should have been brought to my attention beforehand (and there were certainly many opportunities for this). This Manager's ill mood kept escalating and then he repeated angrily several times; "do you want us to 'internal' this, is that what you want?! To ‘internal’ it?" I replied; "I don't even know what that means, what do you mean 'internal' this?" His answer, while walking away, was to sarcastically comment “that’s OK, you’re a valued customer,” or some such comment under his breath, and angrily told his Cashier to take it off the bill. Before I could say anything else and reiterate that I simply wanted to discuss that this charge should have been brought to my attention at the beginning, he turned on his heels and threateningly and angrily told me “that’s OK, we’ll ‘internal’ this, if that’s what you want, but we’re going to put a note on the system on your file that says ‘customer will remove own dip-stick for any future service and take responsibility.’ Is that what you want?!” Again, I do not want to disparage any of the junior staff on duty during this incident -they were professional and cordial. However, it seemed to me the Cashier/overseer of the job should have been more empowered and informed/educated to deal with situations like this. As for the "Manager/Supervisor" on duty; well let me just say I've never before in my life been threatened to be "blacklisted" by any business or service provider (and I certainly hope this is not standard company policy). Your loyal customer, Mr. C. Flis customer number: 31691
Written By: CASIMIR
Hello Casimir, My name is Robert Irvine and I am the manager of client services at Oxford Dodge. I am truly disheartened to hear that you have had this experience. Unfortunately our Service Manager Geoff ( who was not the staff member that you dealt with) has been pulled away from the dealership today. I have updated him on the details of the situation and we certainly encourage you to contact us tomorrow when he is in so that we can make this situation right. He can be reached tomorrow at (519) 473-1215 Ext 245. Sincerely Robert Irvine Client services Oxford Dodge
Related Staff:
Your Friends at Oxford Dodge
View Profile
July 26, 2017
Recently purchased a 'previously loved' Jeep from Robert. He made me feel completely comfortable and confident with my purchase! Mike from finance walked me through everything with ease. Went back 2 weeks later with general inquiries and I still felt like a top priority. They went above and beyond my expectations. Top notch customer service!
Written By: Andrea D
Good but lacked some respect
July 26, 2017
Overall the experience was good. The oil change service was quite quick but the language from some of the guys was offensive, thank goodness it was just me and I didn't have my child with me. The language wasn't necessary and showed a lack of professionalism and respect.
Written By: LAURA
Hello Laura my name is Robert and I oversee our Client Services team here at Oxford Dodge.We appreciate the valued feedback . It is great to hear that we were able to complete the oil change quickly but you were made uncomfortable with the language used by the some members of the service team. I will speak with our service manager to ensure that our team is making a conscious effort to ensure that they are using appropriate language within their work space. Should you have any issues in the future please feel free to contact me directly at (519) 473-1215.
Related Staff:
Your Friends at Oxford Dodge
View ProfileBrake Problem
July 25, 2017
The car has been in for brake work several times. The team at Oxford is great but for some reason we just can't get the brakes on the Fiat to work properly. The car is a lemon and I am writing to Fiat to fix this issue.
Written By: REBECCA
Related Staff:
Your Friends at Oxford Dodge
View ProfileBody shop manager was extremely rude and unhelpful.
July 25, 2017
My wife took our 2016 Dodge Journey in to have the rear passenger door repaired after it received damage in a parking lot. Instead of simply doing an estimate and scheduling a return appointment, he told my wife a bunch of reasons why the job was going to be difficult like the door would likely be back ordered, and then told her he had no idea of when he could book her in because he was so busy, just like every othet body shop in the area. So my wife left, and went to McMaster, who took it right in and fixed it with no drama. Pretty unprofessional behaviour in my opinion. We have since sold the vehicle and likely will not be back to Oxford Dodge.
Written By: DEREK
Good afternoon Derek. My name is Robert and I am with client services here at Oxford Dodge. I am truly sorry that we were not able to meet your expectations on your most recent visit to our body shop. I have looked into this matter and although it is true we are quite busy at this time of year we do all we can to ensure we are not turning away customers. Please let me know if there is anything I can do? I encourage you to contact me directly at (519) 473-1215 Ext 300.
Related Staff:
Your Friends at Oxford Dodge
View Profile
July 21, 2017
I recently took my car there and they were great to deal with. Got an oil change and some warranty work done
Written By: Jonnelle L
Treated with respect,given a good deal on a nice vehicle. This is my third van from oxford
July 19, 2017
I;ve had three vans from oxford dodge, happy with all so far. Brad Elliot a pleasure to deal with. all vans have been serviced with you. Great service. Will continue to use the lube service, even after the move. Chuck Ball.
Written By: CHARLES
Thanks for the review Charles! We will pass this information on to Brad. We look forward to seeing you at the new location in the fall. See you soon!
Related Staff:
July 19, 2017
The service department was knowledgeable and friendly. I was given a free courtesy car for the 5 days my truck was being repaired. The problem I had with repairs at another dealership was finally resolved.
Written By: Howard R
Always great service.Will be buying my next truck from Oxford Dodge from Craig Herron.
July 19, 2017
Will be buying my next truck from Oxford Dodge from Craig Herron.Best of luck with your new showroom.Can't wait to see it.Cheers..Gary Ralph
Written By: GARY
Thanks for the review Gary, we look forward to your future visits with us! Our new location will be ready at the end of October, we look forward to seeing you there! Sincerely, Oxford Dodge Client Services
Related Staff:
Your Friends at Oxford Dodge
View ProfileOutstanding customer service always!
July 16, 2017
I went in for an oil change and came out with a new car! Lol. Seriously, I was telling the service lead that I found the ride on the highway a bit rough to handle on my frequent 7 hour drives and before I knew it Deb Mills-Beauchamp had me in a new Jeep Trailhawk! I LOVE it.!! Smooth, solid, responsive ride!
Written By: Marylou
Thanks for the review Marylou! Great to hear of this experience. We hope we have made your frequent 7 hour rides a much more enjoyable experience. Please feel free to contact us should you have any questions regarding your new purchase. Happy trails! Sincerely, Oxford Dodge Client Services
Related Staff:
