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Rude Service Managers, Neglectful Service Work
My experience with Westborn's Service department started when I brought my 2014 Dodge Journey in for a diagnostic on a grinding noise in mid-September 2019. I was told my brake calipers were rusted and that repairs would be a little over $1,000. Dave Craig seemed personally offended that I wanted time to consider the repair costs and discuss it with my wife. He made a point of adding "Customer declined" repairs to the invoice for the the diagnostic work, which meant that I did not get credited the $112 dollars I spent on the diagnostic when I brought my vehicle back the next day for the caliper repair work. Dave tried to tell me that he had to "hide" the diagnostic credit in the Hours section of the invoice (which was blank) since his boss disapproved of diagnostic credits, despite that being a standard practice in the automotive service care industry. Dave begrudgingly offered two free oil changes to make up for the cost, which was a satisfactory solution at the time, despite his poor attitude. In mid-November I brought my Journey in for an oil change. Dave wasn't in, but Steve honored one of the two free oil changes that was scrawled and signed by Dave on the back of a business card. When I picked up my vehicle, I was handed an invoice and was simply told "You're all set". However, it turns out that my oil pan had some serious rusting issues, something that Westborn neglected to tell me after my oil change. Eventually, the rust ate a hole in the pan so severely that oil began leaking out at a rate that was too fast for the Low Oil Pressure indicator to detect (apparently a possibility according to FCA corporate warranty department). This leak lead to catastrophic engine failure totaling $8,400 and stranded me in the middle of a 50 mph highway. FCA corporate warranty refused to cover any costs, stating that this issue would have been brought to my attention after my most recent oil change. I called Steve twice leaving voicemails and sent him an email and got no reply. I left two voicemails for Dave but wasn't able to talk to him until I called back a third time. Dave said he wouldn't be able to help me in any way but did connect me to his boss, Bob Christe. To say Bob was rude would be an understatement. I explained my situation and simply asked why his service team had failed to notify me of a rusting oil pan. Before I could finish my question, he interrupted me with a raised voice saying "I listened to your story now you listen to me..." and went on to say that his team might have told me about the oil pan, that rust would not have been evident when they did the oil change, and finally that I should have noticed a rusting oil pan. When I asked how a layman customer is supposed to notice a rusty oil pan, Bob told me that "normal people check their oil". I was offended that he implied that I was abnormal, to which he promptly said "I never said you were abnormal, don't put words in my mouth. I only said that normal people check their oil regularly and can notice leaks from dropping levels." I then asked if it was possible to detect a rusty oil pan from a dip stick test alone, since the leak occurred all in one day after a trip home after the 4th of July. Bob admitted that it would not be possible, but refused to offer any sort of compensation, saying that his team did nothing wrong. Finally, I reached out to Tim Moore regarding my issue. Tim was much more respectful and professional than Bob, but still refused to offer any sort of apology or compensation. Instead, I was left with a rusted oil pan and several thousand dollars worth of engine damage to my vehicle.
We are disappointed to hear about the lack of customer service you experienced. We want to assure you this is not on par with our high standards of business, and we would like to offer our sincerest apologies. Sincerely, Jeff Roekle, Business Manager, Westbornjeep@gmail.com, 313-562-9559
Jordan D is the man to see, no matter when I stop by or have a question I’m treated as if I’m the only customer around. No matter what the issue is he handles it ASAP.
Hi Mike, thanks for taking the time to leave this stellar review! We're so pleased to hear that you've received such excellent customer service with Jordan!
Customer service was below my expectations. Purchased a vehicle and called to address some concerns the next day and never received a return call. Also, I was suppose to receive a call once my plate and registration arrived but no call. I called and was told it hasn't arrived yet but it was sitting there and no one called. I called on my temporary expiration date. Bottom line in my opinion my race played a part in the lack of the salesman's professionalism. I'm a transportation company owner and would NEVER take my business back there.
Allen, I want to assure you that we take this review incredibly seriously. I apologize if you are in anyway dissatisfied, and I hope you will give us the opportunity to make this right. Please contact me as soon as you have a moment. Sincerely, Jeff Roakle, Business Manager, Westbornjeep@gmail.com, 313-562-955
Talk to cindy..pawned me off to rich...gave me a run around about how they dont lease 6 cylinder rams....b.s....wouldn't buy out 2 payments on my lease...I'm sorry I wanted to buy a truck off u but I guess you sold too many this much to care about my needs....they both shoukd be fired.....they dont give a dam about my needs just there own....so I went to another ram dealer..leased a 6 cylinder ram for under 400 .....they lie and b.s u so please dont fall for there b.s
Hi Dennis, I'm sad to hear that things didn't go as you expected. This is not by any means reflective of our standards of service and customer satisfaction. I'd like to hear all your concerns and solve any other pending issues that you may have. Sincerely, Jeff Roakle, Business Manager, Westbornjeep@gmail.com, 313-562-9559
Once again a wonderful experience dealing with Mike Poupore and Westborn Chrysler! Mike listened to what I was looking for and worked to get me the best dea!! I couldn’t be more grateful!
Thank you for the review, we truly appreciate it when our customers take the time to leave a note about us! We are glad you experienced our world-class service, and hope to see you again!
Great, easy experience!
I came in to see a vehicle I saw online & was lucky enough to sit at Mike Poupore’s desk. He made the process of trading in and purchasing so painless. Seemed very genuine & happy to help. Thanks Mike!
Got told i was aporoved then they come back and say i need another person to boost my credit score..i was told someone with a few points higher than my score well i found that person .now i get i would have a large downpayment... Not good service at all..
Mike Poupore is Amazing!
I just recently leased a jeep from him and had the best experience ever! He is so kind, so knowledgeable, and so helpful. He made everything so easy. I highly recommend him and Westborn Chrysler Dodge Jeep RAM.
Mike Poupore gets 10stars!!! He listened to my wants, found me what i was looking for, was honest and took care of everything in a timely manner with ease. I appreciate Mike Poupore being truthful, upfront and very knowledgeable with my Jeep Wrangler. His character really showed through with my sales experience with him at Westborn Chrysler. I cant say enough great things about Mike Poupore By FAR the best and i will return to him again and again! I highly recommend him for your future car sales needs! Mike Poupore you ROCK!!
This letter is our recommendation for Mike Poupore of Westborn Chrysler in Dearborn Michigan. He is such an excellent salesman that we have to give a ?shout-out? to him! My husband and I first heard about Mike from Pastors Dino and Jeannie who recommended him when we were looking to buy a new car. They are also very satisfied customers who have bought eight vehicles from him in the last ten years. She said Mike?s always come in way under others quotes. They?ve since moved to Florida and now they order from him and Mike ships the cars to them. When my husband and I were looking to buy a Jeep, we went to a couple different dealers and the one we hoped to purchase was way over our budget. We got a lot of high pressure and our experience was nothing but frustration and disappointment. But that all changed when Jeannie told us to go and see Mike. We didn?t want to drive to Dearborn because it is a distance from us, but we decided to give him a try. We have now purchased two new vehicles from Mike, a Jeep and a Ram. Both times our experience has been more than outstanding! Mike?s genuine, friendly demeanor goes a long way! He cares about what you care about. He?s responsive and his follow-up is quick and accurate. We?ve found him to be reliable and he fulfills his promises and more! He?s always looking for every big and little thing he can do to make the deal even sweeter! He gives the ?best deal? up front and it?s obvious! It?s easy to tell if you?ve checked the web for deals or checked out other dealers. If we were to rate Mike Poupore 1-10 and 10 being the highest, he gets the highest score every time. He?s beyond the best! Very Satisfied Customers, Vince and Pam