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August 2023 by Lakeitha W.
I've never had such horrible service in my life. They kept our pro-master for over 3 weeks and still didn't fix everything. There was days and even a week where it just sat there. They never returned our phone calls, and put us on hold for almost an hour. They didn't take the time to properly help. I asked to speak with a manager the person said they were but didn't help resolve any issues just provided more excuses. They were full of excuses on how their "pro-master guy" wasn't there. We constantly asked them about our warranty and other things that they didn't care to look into properly. They messed up our door latch to lock the door then wanted to charge us more. At this point we just picked up our vehicle as is because the service was unprofessional, unorganized, and overall unpleasant. The process was beyond terrible and we will never go back again.
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June 2023 by Gene C.
Our vehicle has been there for over 2 weeks and they haven't even looked at it yet. Every time, we call we get a different song and dance. The customer service people do not care about our vehicle, they just go thru the motions of answering the phones. They tell you they will call you back and nothing happens. We lose money every day that vehicle is in there but they don't seem to be sensitive to that. They are so busy that their customer service is extremely poor, which also means they will probably not do a good repair job. I will never use this facility again and will seek out a higher-quality dealer who can meet our needs, these guys are horrible!
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June 2023 by Mo E.
Absolute worst service experience I have ever had with a Jeep service center. I would avoid this service center at all costs if you value your time and appreciate good customer service. I arrived at 7:40 am for a 7:50 am appointment. After consulting with the service advisor, I was due for a tire rotation. I was told it would be approximately 1 hour. After 2.5 hours of waiting without any update, I decided to check up on my car. I was unable to find the service advisor I had worked with and ultimately two other service advisors assisted me. As I was waiting for an update, I walked outside and saw my car was in the lot. After some time, one of the service advisors informed me my car "is next up to enter the shop". It was a waste of 2.5 hours, yet customers that had arrived after me had their cars serviced in a timely manner. FYI, an appointment time is only to schedule a time to meet with a service advisor and has nothing to do with what order your car will be serviced.
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June 2023 by Carlos E.
Worst place ever for service on a vehicle. don't go here stay away. They never have loaners and then there mechanics are liars, I left my car to get service for oil change an routine maintenance when I got my truck back my automatic running boards weren't working, when I drop the vehicle off they where working but they told me that they weren't working when I dropped the car off. But I knew for a fact they was working an I told them to check the cameras so they told me they couldn't take the car back in to come a different day so I came on a Saturday the day they scheduled me for which I wasted the day cause upon arrival they tell me that the mechanic doesn't have time to find the issue which I showed up when they opened 9am he then said to bring on a week day then to still tell Me that they didn't cause the problem, that it doesn't have nothing to do with an oil change. So I went home an investigated exactly everything they did found the problem in 10 min which was something that they did cause which is unplug it so they can plug up there computer to vehicle so they never plugged them back when they was done checking the computer with there computer. Something so simple which they caused an sweared they ain't do it. Nasty attitudes as well when I was calm an collective.
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May 2023 by Big D.
Took advantage of my elderly parents, unprofessional and greedy. Will never give them a penny of business when so many other dealers
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April 2023 by Stephanie H.
NOT true to their word.I spoke with a salesman via phone/text before ever entering the dealership. Right off the bat I told him I need to break even on my trade-in vehicle that I just bought out from leasing, before I'd consider driving out there. He told me if it's in the condition I'm claiming it is then there's no reason why I wouldn't get what I need for it. So I drive out there, test drive the vehicle I want, and then I'm offered almost 2k less for my trade than the amount we discussed (which would leave me upside down). When asked why, the "manager" Aaron Brown, came over, dressed in dirty jeans, sneakers, and a snow hat. Not only did he look highly unprofessional but he acted it as well. He instantly started arguing that I was never told I could break even on my trade, even though I told him I had text messages to prove it. He didn't care, nor did he want to read them. He outright said that he told my salesman to "tell her whatever it takes to get her in here." Then he said it was always going to be based on assessment of the vehicle. I said it's in perfect condition with 20k miles, and KBB has it valued at 3500+ over what I'm asking, so what was bringing his assessment down? He couldn't give me an answer, and in fact agreed that it was in excellent condition, but said it would go to auction and couldn't offer more. I told him I drove far based on the promise of breaking even on my trade-in vehicle so I was definitely mislead. I had instant cash offers for more than what he was willing to give me for a trade in value... that I turned down, because of the amount discussed for trade. He once again argued that never happened. Instead of saying I'm sorry if there was some kind of misunderstanding, he kept rudely insisting that I was never told what I had in writing, repeatedly interrupting me and talking over me. That manager was by far the most unprofessional staff member I dealt with there. In fact, he was the most unprofessional person I've ever dealt with in any dealership. He knew I drove far and knew he could get away with it or else it would have been a wasted long trip for me. Untrustworthy, and unprofessional. I did end up purchasing a vehicle through my salesman, Daniel, because he did try hard for me in terms of the monthly payment I wanted to be at, and unlike the manager, he stayed polite and professional to me. But I still have a very bitter taste in my mouth over being talked down to and basically called a liar by Aaron Brown. I've never ever had a manager fight and bicker and talk to me so rudely as a customer before, anywhere.Before moving on to the problems that arose after purchase, I should also note that the dealership itself was very dirty, and that while walking through the service dept to use the bathroom, people were complaining that they had been waiting over 2 hrs and their vehicle had not even been touched yet. Also, the finance lady, whose sign on her desk read "boss lady" was vaping the whole time. This dealership was absolutely classless.Days later they continued to reach out and ask for paperwork that they should have had on file already from when I was there with the documents in hand. I had to send pictures of documents unsecurely through text and emails, just to be asked for the same documents again days later from someone else who said i still haven't sent it, because the staff in that dealership not only have awful communication with customers, but lack of communication between their own coworkers as well.They also missed vital information on paperwork, that I also brought to their attention myself beforehand, holding up the whole process for so long that I had to go days without being able to legally drive my vehicle. Not convenient at all, especially for a mom with two kids. I've never had such a hard time with a dealership before. They're unorganized, unprofessional, and untrustworthy. Stay far away!
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January 2023 by Bela R.
My Jeep that I purchased thru them.. I've taken it in 3x and each and every time, they have no loaners! Nothing to help us solve our situation of needing a car. I have to pay out of my pocket for a rental! I don NOT RECOMMEND this place! They offer you the world upon purchase but their service dept is the worst!
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November 2022 by Hi G.
went today to the dealer to see 2019 Jeep Cherokee. Met Alan, very polite and professional gentlemen. He showed me the car, which according to cargurus been there for a while, but still had dead battery and bad rotors and brakes. Alan told me they will fix everything, well ok. We sat and Alan went to his management to get the price and came back with $3995 for lifetime warranty and certification fee. I said that I'll pay listed price $23,300 plus tags doc and taxes, and his management said no. poor pricing strategy for big franchise name. Price you see = price you pay not about this dealer.
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October 2022 by Jonathan Harris
Would avoid this dealership at all costs. Tried to buy a vehicle here and got hit with two huge red flags. Fake selling prices and reconditioning fees. They of course would come back with that "We agreed on the price of the vehicle, but there are always fees associated with buying a vehicle" and when I persisted to know what these fees were actually for "Oh everyone has fees like this, it's something you have to get used to." And no, I'm not talking about TT&L. I'm talking about 6-7 grand that was thrown on when they realized I was planning on paying in cash. No thank you. I'll take my business elsewhere and I suggest you do also.
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August 2022 by Bill C.
I Brought my car with a check engine light on and tried to make an appointment and I was told I needed to leave the car for 4 or 5 days before they would be able to analyze it. I asked why so long and the Serviceman was rude and made negative comments I went to another Chrysler Jeep service Dept and they were able to make an appointment right away. The attitude of the sales and service at Rt 18 Chrysler Jeep has consistently been very inappropriate - to the point that I purchased a vehicle at another location and will never purchase or bring my car for service to this Rt 18 dealer again.
