Dwane Lanes Dodge - Everett, WA

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The most recent reports are at the top of the list; the oldest are at the bottom.

Sales=Fair, Service=Poor, Parts=Poor, bought there=Yes, scv_there=Yes, Buy_DaimlerChrysler_again=No,
On Friday 6/2/2006 I dropped my truck off for an oil change before business hours ( 4:30am )on the drop box envelope I explained I had been experiencing some brake noise out of the right front, please check. I was called at approximately 9:30 by the Service Counter Attendant (Art) telling me that the Brake Rotor on my right front had a groove in it and that was the cause of my brake noise, that the pads were at 40% remaining I could just let it be or he could turn the rotors and put new pads on. I asked him how much my total would be out the door for everything, he quoted me $400+ tax, at this time I said go ahead, he asked me what time did I needed the vehicle 12:00? I said no I was leaving work at 2:00pm, that 2:00pm would be fine. He said no problem he would call me when it was done. ..?..now by him saying that, I would conclude that he is going to finish before 2:00pm and will call me to tell me he has finished. I left The Boeing plant where I am a Structural Design Engineer at 2:00pm (as I had stated to Art on the phone) and had not yet received any call. I arrive at Dwayne Lanes Dodge in Everett at 2:10pm when I am told that there is a problem that I have leaking calipers and that they need to be replaced?..so now I am really really unhappy at this point, why no call before 2:00 to inform me that this was an issue? Without even thinking I asked in a not very nice tone of voice "how much is this going to cost me"?.Art replied it's going to be $800.00+ tax for the brakes now. And this is the kicker he doesn't have the brake calipers in stock that he has to order them from Portland and they won't be in until Monday. Now let me give you a little background info that will make this more clear for you to understand my state of mind at this point in time, I just purchased a brand new 2006 Komfort camp trailer on Wednesday it is sitting in my driveway where my wife and 10 year old daughter are going to be waiting so we can go to Leavenworth Washington for camping at a pre-reserved RV resort and a pre-paid white river rafting trip. I need that Truck! So back to the Service counter Art knows I'm pissed, I ask why hasn't he contacted me before this? to tell me about this? he says he just found out 5 minutes ago. He then informs me that he could go ahead and put the new pads and rotors on and?."ooops oh no we can't we haven't turned the Rotors yet" (what? what the heck? how in the world was this job ever going to be finished @ 2:00 is what I'm thinking now)? so we could put the old pads and rotors back on go ahead and take the truck, if you want we'll order the calipers, re-schedule to get the truck in Monday to get these brakes done. To the tune of $800.00. I'm saying, put my truck back together I want out of here. At 3:20pm I see my truck come pulling into the service area at 3:30pm I go out to settle up on the oil change and get home, after removing the plastic seat cover and paper floor mats myself I'm on my way, I live! some 30 miles away in a town called Monroe I have to Drive on I-5 North the SR 2 East at highway speeds to get home when I arrive at the first stop light in Monroe some 25 miles away the brake pedal is slowly bleeding down to the floor at every light thru town I then call Art back at the Dwayne Lanes Dodge Everett and ask him what the hell is going on my truck was not doing this when I brought it in! He then explains to me that he told me he had leaky calipers..yes I say and that I (Art) told you it was unsafe to drive."WHAT!" I say!!!!! You never told me anything like that! click end of conversation! I then phoned the Service Manager James and left him a message on his voice mail and to please call me back. Now I get home and crawl under my truck to find brake fluid dripping and everything contained in the fender well dripping with brake fluid. I can't wait to see the looks on my wife's and daughters faces when I tell them the weekend is cancelled. Nice family moment as you can imagine. I call my Dad he brings his truck over so I can keep my plans ?start to work on hitch heights etc. James calls "sorry you should've never driven that truck out of here, you were told it was unsafe".. No I wasn't I said "yes you were it's says it right on the work order"..I go get my work order, yep it does my bad, I should've read the work order wasn't in the mood to read anything when I left your shop. I told James I didn't want to get into a "he said" "I said" pissing match over the phone with him. He then explains to me that he has contacted "Nick" at Les Schwab of Monroe and that they have all the parts and can do it for $325. I told James if Dwayne Lane Dodge of Everett ever wants my business again that they can call me Monday that I wanted some kind of retribution or compensation for this whole convoluted mess. Oh sorry he says all the management will be in Alaska on a fishing trip on Monday we won't be able to contact you. In conclusion, I have taken the time to compose this letter for my state of mind. These are the facts as I see them I bought a brand new 2003 Dodge Ram 2500 4X4 Quad Cab LB w/Cummins Laramie pick-up at Dwayne Lanes Dodge Everett I have had all my scheduled preventative maintenance services, and purchased accessories at the Parts Department at Dwayne Lanes Dodge Everett. I took my truck in with fully functional brakes and left with damaged calipers thus rendering the brakes dangerous and unsafe to operate. This is not right those calipers were not leaking before, I have a brand new 4 bay shop that I park in, and there is no sign of fluid from my truck in there, this situation is a result of what was done at Dwayne Lanes Dodge Everett. I have no intention of ever doing business with at Dwayne Lanes Dodge Everett again and I will find myself hard pressed to buy Daimler Chrysler again.
I guess we'll see if Dodge cares about the little guy by responding to this situation.
Sincerely jba96[a]comcast.net

This is Daimler Chryslers answer to the problem.........
Dear Jeff,
Thank you for your recent email to DaimlerChrysler Customer Assistance Center in regards to your most recent service experience.
I regret your dissatisfaction with the service you received and appreciate the time and effort you took to bring this matter to my attention.
We realize DaimlerChrysler's reputation depends in part on the quality of service provided by our dealers. Because DaimlerChrysler dealers are independently owned businesses, they are responsible for addressing concerns directly related to their sales and service activities, as well as their
personnel. Although DaimlerChrysler does not have the authority to resolve concerns related to dealer workmanship, service scheduling, or repair pricing, you may want to pursue the matter directly with dealership management for further resolution.
Information received from customers such as yourself enables better evaluation of dealers' service activities. Your complaint will be retained in the dealer's file.
Again, thank you for your email.
Sincerely,
Justin
Senior Staff Representative
DaimlerChrysler Customer Assistance Center
Submitted by: Withheld by request
Number of dealership visits=dozens, Last visit date=6/2/2006, Date report submitted: Jun 13 13:02:52 EDT 2006

Sales=Don't Know, Service=Excellent, Parts=Don't Know, bought there=No, scv_there=No, Buy_DaimlerChrysler_again=Maybe,
Brought the truck in for a computer flash, did not buy the truck at this dealership or have had any other service done there before. The counter service was fast and friendly, even was offered a free espresso or cookie, they asked when I'd like to pick it up and it was ready and waiting when I got there, washed and vacuumed too. I'll go back again.
Submitted by: Withheld by request
Number of dealership visits=1, Last visit date=11/2/04, Date report submitted: 10 23:23:58 EST 2004

Sales=Poor, Service=Don't Know, Parts=Don't Know, bought there=Yes, scv_there=No, Buy_DaimlerChrysler_again=Maybe,
My husband & I bought a 2003 Dodge Hemi. This was the first new vehicle we have ever purchased. We are pleased with the truck but we both commute and the gas mileage isn't affordable. We figured we'd give Dwane Lane's our business first even though it takes us 5 hours to get there. My husband talked to JC about us trading in our Dodge truck and buying TWO vehicles from them. JC didn't call back. We talked to Mike, the sales manager and he had Jason call us back. After going rounds with Jason, they would give us low $20,000's for our trade-in which NADA retail is $30,000 (but they'd sell it for $29,000-$30,000 on their lot according to Jason!)that's a enormous mark-up Mr. Lane! And the internet prices on their inventory wouldn't apply to us. Isn't that false advertising? Basically they'd give us trade in value for our new truck (that has all the options available) for how much money we're going to spend on the two vehicles we planned on buying from the dealership! appx. $20,000-$23,000 (that's a lot of money to us, but apparently not enough for them). If that's not fraud, I don't know what is. What ever happened to honesty. I've seen Dwane Lane's commercials...an honest cowboy? I don't think so. We'd love to give Dwane our business as my husband rodeos but no one there proves to be honest. I think it's just wrong. We were looking at a $9000-$10,000 loss! It's a shame, we would have bought two vehicles and in three years we would have been back to buy a new truck...obviously we won't be back to Dwane Lanes. I would avoid Dwane Lanes at all cost.
Submitted by: Withheld by request
Number of dealership visits=2, Last visit date=10/08.04, Date report submitted: Oct 9 10:42:14 EDT 2004

Sales=Don't Know, Service=Excellent, Parts=Don't Know, bought there=No, scv_there=Yes, Buy_DaimlerChrysler_again=Yes,
I purchased my truck from Dodge of Monroe, I had never done any business with Dwayne Lane. Monroe provided horrible customer service for a lift pump failure on my truck ( see Dodge of Monroe post ). A fellow NW Bomber suggest Dwayne Lane for help. I called and spoke with the service manager about the lift pump. Keep in mind I had never set foot on their lot, he said " I have a pump in stock and I will warranty the repair, when can you come in?" Needless to say I was impressed, they had me in and out the next day. Monroe could use a lesson from these guys!
Submitted by: Withheld by request
Number of dealership visits=1, Last visit date=May 04, Date report submitted: Sep 30 15:06:26 EDT 2004

Sales=Avoid, Service=Don't Know, Parts=Don't Know, bought there=Yes, scv_there=No, Buy_DaimlerChrysler_again=Yes,
Purchased a used vehicle which looked good only to find out it had a rebuilt title which they neglected to mention. I will always ask from now on, but Dwane Lanes will never get the chance to sell me a vehicle again....
If you shop there insist on a Carfax report and look at the title! If they refuse to do it RUN!
Number of dealership visits=1, Last visit date=9/2002, Date report submitted: Oct 17 23:50:19 EDT 2003

Sales=Don't Know, Service=Poor, bought there=No, scv_there=No,
Told by Bucky's I had an engine oil leak in my Plymouth Neon and should take it to a dealership. Took it to Dwane Lane's Chrysler and called Chrysler to see if they would cover the bad head gasket. They agreed to pay 1/2 (many probs with the head gaskets on these cars) Lane's told me of over $500 worth of additional repairs needed, most of which were not related to the gasket but just needed to be done. Lane's said Chrysler told them they would only pay 1/2 of the gasket repair IF I had all of the other services done. I asked the repair man if any repairs could wait as I didn't have $800+ right now, they said only the tune up could maybe wait. Found out from Chrysler at another dealers suggestions that they DID NOT say all repairs must be done for the gasket to be covered. They would cover 1/2 of the gasket repair regardless of the other suggested repairs (except radiator flush which was needed) Sounds like an out and out lie to me. Won't do any business at that dealership.
Number of dealership visits=1, Last visit date=7/15/03, Date report submitted: 16 Jul 2003 20:06

Sales=Avoid, Service=Don't Know, bought there=No, scv_there=No,
I agree with everyone else on this posting. Definitely a Dealer to Avoid. Very Shady at Best. I am glad I read about here first so my guard was up when I went in. I went to buy a used car from them that I saw out in front of the dealer. I asked the price and was told 18900. Went home looked on the internet and found the exact car for 16755 on there website. Went back and asked again and was given the same price after asking if this was the car on the internet they said uhh let me check. Came back and said that it was the right price but since I had a trade in they would have to go the lot price. They offered me 4000 for my trade. 5000 was blue book. And for $309 a month @ 72 months the car was mine. hmmm That's about 22248 for the car. That was 16755 on the internet. I told them I was wasting there time and went to get out of there. I asked what the price was without the trade. They went down to $15800. So basically they tried to snake my trade for about $900. Cost with trade ($18900) - Cost without ($15800) = $3100 My Trade ($4000) - $3100 = $900. Then I went back to try and work out a deal without trading mine in, and was told that the 15800 was no longer good and if i wanted the car it would be $18900. Even though the sales person (Doc) told me it(15800) would be good as long as the car was there. "Well, there's a different sales Manager in today".
Do not go here! Not for the weak of heart or Mathematically impaired.
Number of dealership visits=1, Last visit date=July 2003, Date report submitted: 13 Jul 2003 01:09

Sales=Poor, Service=Don't Know, bought there=Yes, scv_there=No,
My fiance and I bought our Grand Caravan at this dealership. When we were looking at vehicles, everyone was so nice, whatever we wanted was available, everything was 'no problem'. Well, my fiance and I made it very clear when we bought the van that the vehicle was to be put into both of our names. I expressed that to the lady in the finance department and again 'no problem'. We were told that we would receive free car wash coupons, free oil change coupons, and that my friend would receive a 100.00 referral check. Well first when the plates came in, I went to pick them up and the registration had only my fiance's name on it, when I expressed how upset I was I was treated very poorly by the finance lady. She said she would look into it and get back to me, she never did. I went back a week later and spoke to the salesman Ken Rogers and he said he'd look into it and get back to me, he never did. I have yet to see a car wash coupon, an oil change coupon or the 100.00 referral check (I've asked my friend several times and she hasn't received it). My fiance and I have considered buying another vehicle but after our experience with the dodge dealer in everett, I believe we will be looking at other dealerships to do our business.
Gary and Deanna Jones      Swartz36[at]msn.com
Number of dealership visits=1, Last visit date=May 2003, Date report submitted: 11 Jul 2003 00:11

Sales=Avoid, Service=Avoid, bought there=Yes,
These guys put used, damaged trailer mirrors on our brand new truck and then charged us $358 for the labor to install them. They were supposed to include the mirrors as an option for $80. After we said that we would not pay the labor, they said we could not have the truck until we paid them. We will never do business with these guys again and I do not recommend them to anyone. They are crooks!!!
Jennifer McCann
Number of dealership visits=1, Last visit date=4/19/03, Date report submitted: 22 Apr 2003 12:37

Sales=Avoid, Service=Avoid, bought there=yes, scv_there=yes,
I tried to buy a 1999 Stratus for my wife. These folks tried everything in the world to cheat and lie to get the sale. I had a internet quote from them and they said it was not valid. I had the e-mail from them and they would not honor the damned thing and I went elsewhere. Lanw was a decent dealer but now a crook, this guy is proof that he will cheat his own family for the buck. His sales staff are just a group of snakes like him. The service department is just as bad if not worse. I have a old 1990 Plymouth Acclaim 3.0L with bad valve seals. I was running around and checking prices for the valve seal job and was quoted a $2800.00 for the job. So I went to Frontier Dodge in Burlington, Washington and the quote was $1869.00 with tax included. The last time my Dodge was in for service they ended up caving in the right front fender so bad it had to be replaced. Then the morons would not take responsibility, I had to threaten to sue these idiots. When they finally agreed to the replacement I demanded that someone else do the work after what they did. I finally got them to give me a purchase order and got the fender replace at another Dodge dealer. Watch out the Rattlesnake exists at this totally incompetent dealer.
Number of dealership visits=25, Last visit date=1/25/2003, Date report submitted: 18 Feb 2003 23:59

Sales=Good, Service=Poor,
Took five visits to service dept. to fix factory alarm/keyless entry system, twice on the back of tow trucks. 1- Unable to diagnose 2- Diagnosed at another Dodge dealer, but Dwane Lane service REFUSED to order the required replacement part until THEIR techs took a second whack at diagnosing the problem, which meant another day of me not using the truck (now out of service for three days 3- Another day wasted while Dwane Lane service diagnosed the same part failure as the other dealer, part on order. After 3 weeks I call and the parts guy says "I was wondering who this part belongs to, it's been here for two weeks". 4- Dealer service needs the truck for another day to put in the part, then realizes the new part has the keyless entry, but not the alarm system. ANOTHER day wasted without the truck! Part is ordered again. 5- A few days later the dealer calls me and says the new part is in. I ask him to inspect the part and verify that it has the alarm module, he says "of course it does, it says so on the box." I demand that he open the box, it's the wrong part, again! 6- Right part arrives after two days, is installed in less than one hour. Dealer says "the next oil change is on us". My response "I wouldn't trust you do get it right the first time." Buy and service anywhere other than Dwane Lane.
JG      brisco[at]nwlink.com
Number of dealership visits=6, Last visit date=1/03/03, Date report submitted: 03 Jan 2003

Sales=Avoid, Service=Don't Know,
I bought a used 1995 van. The newest auto we've ever owned. Thought it would be the auto of our dreams, turned out to be nightmare. Estimated $8,000.00 in repair cost so far. Dwane Lanes won't touch it. Spoke with salesman, he said "I NOR DWANE LANES ARE NOT IN ANY WAY LIABLE". I hope my children's children remember me and avoid Dwane Lanes like a Coppermouth.
Date report submitted: 11 Mar 2002

Sales=Avoid, Service=Don't Know,
We bought a truck that was for the purpose of hauling a camper. It will not safely do so as recommended by the manufacturer. Several attempts were made on our part to right the situation but they wanted us to take a $6,000 loss! Only out to make a buck they DO NOT care about their customers and know little about trucks. Do your homework first. These guys lie.

Sales=Poor, Service=Good,
when I bought my ram diesel the sales guys really did not know much of anything about the truck. I knew everything inside and out about them so this was not a problem for me but it could be for someone looking for solid information while shopping , they were misleading at times. I was also to get a $500 rebate on the truck for it being a club cab and not a quad cab. When I called to ask the manager about it they said they screwed up and there was not a rebate for that. After many loud phone calls and threatening to come down and make a scene I received my check. I don't think I would buy here again.

Dealership Rating:
	Good sales department, good service
	Fair sales, fair service
	Conflicting or not enough information
	Poor Service or Poor Sales Department
	Avoid like the plague!!
	Don't Know or No Experience

This page was edited on: March 21, 2007