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August 2024 by Shaniqua B
Do not take your car here to get serviced. My car was stolen off the lot when dropped off for service. The GM stated cars get stolen all the time and that it’s not an uncommon thing. The matter of the fact is, if you know this is a common occurrence you should have security or some sort of surveillance overnight.
She was also very nonchalant about the situation. 0/10 do not recommend!
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August 2024 by K Smith
Went 1x for maintenance appointment, won't be returning. They said would be 1hr or less. At 90min I asked for an update and was told my car was stuck up on the lift because the lift wasn't coming down. I've been here for 2 hours and still waiting.
If they can't maintain or repair their own equipment I don't want them touching mine.
ALSO! There was an older lady who had been waiting for FIVE HOURS with NO update from them on what sounded like she maybe just needed a new battery. Regardless of the issue, customers need to be kept updated on the status of their vehicle. That's a ridiculous amount of time for no updates.
Also, the snack machine options are lame.
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August 2024 by deona griffo
Unprofessional service department . Keep my car for a week to tell me it's nothing wrong,but doesn't look at the vehicle until the 3rd day and now wants to charge me fir nothing
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August 2024 by Jim Peterson
Terrible service department. Second bad experience in five years. Hadn’t been back since last bad experience and today confirmed why. Brought car in yesterday with an appointment. Thought I’d at least know what the issue was by end of the day yesterday. No call from service department so I called late in the day and was told someone would call me back. No call by noon today so I called and left message. By 1:30 nobody had called so I just picked up the car. They hadn’t even looked at it yet. This was the same issue I had a few years ago. Will never go back.
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August 2024 by Alberto Acevedo
Service department did not communicated eta gave me wrong information on timeframe, and did not return calls. Not a great experience so far! I was told not to bring it here but I try to be loyal to the brand mechanics. I suppose another day with out my vehicle won’t affect me.
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August 2024 by Nick Martin
UPDATE: Two months later we were assured that all of our parts were in and our van doors were ready to be repaired. We dropped off our Pacifica and were told it would be 3-5 days. One week later, with no updates, I called in to be told that our van was complete and ready to be picked up. Right before heading to pick it up, we received another call stating that it indeed was not complete and the work was not able to be completed at this time, that they would have to order another brand new door (which is what we had already been waiting on for monthsin the first place and were told was in at this point), and that we would have to take our van back with no work completed, and no estimated timetable for when the "parts would be in." We are now more than a month out from that experience, and over 13 months from the initial appointment, with no completed work and no further communication or updates from the service department. Every time you think it can't get any worse, it keeps getting worse.
My first appointment with Luther Brookdale Chrysler Jeep Dodge RAM was on July 5th, 2023 to take care of a warranty covered bubbling paint issue on the hood and sliding doors of our 2019 Pacifica. It was at this point that the lengthy process of terrible customer service began. Several appointments later, I finally was bringing the Pacifica in, for the 3rd or 4th time, to have the hood and doors replaced by the body shop. To my surprise, after picking up the vehicle a week later, only the hood had been taken care of. I was told that the doors had to go through the warranty process, and I would be receiving a call back to schedule an appointment at that time. The issue with this, is that the hood and doors should have gone through the warranty process at the exact same time, someone just dropped the ball and forgot to put the claim in for the doors as well.
Many, many conversations with service techs, the body shop, and managers at both, and I was promised, after months and months of waiting without any call backs when call backs were promised, that the body shop was finally ready to replace my doors. In Feb 2024, they scheduled the repair to be done on April 2nd, 9 months after my initial appointment.
Today, after dropping my Pacifica off, to get a repair that was supposed to be done multiple times over the past 9 months, I received a call that they do not have the parts, they are on back order, and there is no time table for my repair.
Between the promises for call backs that never came, the person in charge of submitting the warranty claim dropping the ball not once, but twice, over a half dozen appointments over a 9 month period, conversations with multiple managers throughout the course of the process with promises that everything was all set to go, and now this, I have never experienced worse customer service in my life.
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August 2024 by Jack Shuber
Chris and the Luther Brookdale team are always fantastic to work with! Highly recommend purchasing a vehicle here!
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August 2024 by Luis Hernandez
I had a scheduled appointment set for a Monday to bring in my truck to be serviced. I was told by the service advisor that he would reach out with an update that day, I called late afternoon looking for an update an all I got was “I don’t have your service folder so the technician is working on it. I also sent two text messages looking for an update and no reply. I called Tuesday afternoon again, I spoke to Isaac (advisor) and he said that my vehicle hasn’t even been looked at by a technician. My truck has been sitting for two days, no sense in scheduling an appointment if they can’t honor it and rather have your vehicle sit and get to it when they want too. I understand they may be busy but thats why you schedule an appointment. Very disappointed and won’t be coming back to this dealership.
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August 2024 by Phillip Bogan
I took my truck there to have the ac check and they tried telling me that the part was not covered under the warranty and never put in a claim for the part and I was told by the service rep Tanner that he would give me a call when he checked on the warranty but he never did so I left and my car started making noise and I text Tanner to let him know the next morning and that’s when he said he said the part was not covered and I called the finance department there and I was told it was covered and that he would relay the information to Tanner and he would get back with me and Tanner never did so I brought my truck back there to find out what happened to it why it was making noise now and my dashboard had a bump on it and showed him the tool that they left inside my truck trying to pry it out to look at the unit and was told that sometimes they leave tools in the car from a previous job on someone else’s vehicle so now my truck is making noise and they said they will figure it out when they replace the part to the ac that’s under warranty like I told them. Please don’t take your vehicle there or you will regret it one person who helped me was my sales rep Chris Brown a real stand up guy thanks Chris but other than that service rep Tanner ?? needs more training on be fired
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August 2024 by Lisa Spicer
Absolutely terrible customer service. I really wanted to find a service provider for my Wrangler that was close to my home. This is not the place.
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August 2024 by Sean S
Beware of "gray market" vehicles imported from Canada being sold here.
We purchased a 2020 Jeep Wrangler with significant bubbling paint around most door hinges. We are aware of this on-going problem with Wranglers/Gladiators and, during multiple visits to Luther considering the Jeep, spoke at length to the salesman about our concerns about getting it repaired. Each time we brought it up, we were assured that this issue is known by Mopar and it is covered under the FACOTRY 5-year corrosion warranty that is transferable to subsequent buyers. (Multiple Google searches confirmed this information.) Prior to going to the Finance Manager to close the deal we asked the Salesman if we could have Luther look at the damage and get started on scheduling the repairs as we knew it would be extensive. He talked us into waiting because it's a 5-year factory warranty, we have until 2025, and since we lived 45 minutes away wouldn't we rather have the work done at a dealership closer to our home since it would require multiple visits to repair the damage. (My greatest regret! We should've walked away!) In hindsight this was a huge red flag, why wouldn't they want to do the work themselves and collect the warranty revenue from Mopar?
Fast forward about a year, we take our Jeep to a local dealership that has a body shop (Belzer's) because we're still with the 5-year factory corrosion warranty. Belzer's conclude that the Wrangler needs all four doors, the hood, and the tailgate REPLACED due to the bubbling paint issue. Replacing the panels is Mopar's latest solution which would be covered under warranty. They put the VIN into the system and discover two major issues: 1) Luther never transferred ownership of the Jeep with Mopar so we weren't getting any notifications from the manufacturer; and 2) (the biggest issue) the vehicle was imported from Canada and the FACTORY warranty is NOT transferable to the USA. The Canadian factory corrosion warranty is only 3 years, cannot be transferred, and the work can only be performed in Canada.
We immediately started trying to contact someone at Luther to resolve the issue. After multiple days of no returned calls we insisted on speaking to a person and not just leaving another message. After weeks of trying to get answers there is still no solution from Luther instead just repeating what we already know about the Canadian warranty limitations. We had no idea the car came from Canada and the warranty was non-transferable. Instead, we were repeatedly told it's covered under warranty, don't worry it's covered.
We will NOT be purchasing another vehicle from the Luther family of dealerships and would encourage you to look elsewhere as well.
Never let your interest in a vehicle hinder your judgement and PLEASE consider other dealerships. If you do shop at Luther, at a minimum, get all the FACTS about your vehicle in writing prior to signing anything. Also, make sure they report the sale of your vehicle to the manufacturer.
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August 2024 by John Larsen
Purchased a Pacifica about 8 weeks ago. When the car suddenly stopped, shut off and engaged parking brake at an intersection, we were concerned. A google search found others had the same problem. Tried to contact service for information. On hold for 30 minutes with no contact. Called later and on hold for service another 20 minutes with no contact. Contacted appointments who said they would get a message to service. Five days later, no call from service. Found another dealer interested in resolving the proble..
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August 2024 by Christen Monte
Fantastic service given by Jordan Lorence and Evan the sales manager. They really helped me out with not only the purchase of my new vehicle but with getting my car serviced. Highly recommend, they go above and beyond!
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August 2024 by Valerie Williams
Excellent fems
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August 2024 by Samuel
Very nice, got a good trade in offer and the salesman bought me a Diet Coke.
