This is my second experience with this dealership's service center, and after the first (posted below this review) I had no desire to ever return. Unfortunately the Jeep Diesel recall required the dealership for service, so I had no choice - and I was expecting my extended bumper to bumper warranty to cover the headlight that went out (it's only been 4 years, and it's one of the HID ones - spoiler: service rep said headlights aren't under bumper to bumper because they're a wear and tear item). My yelp review has details of the first encounter, which boiled down to them not getting to my car despite an appointment, not calling to let me know, and not providing transportation when I was left without any due to the unplanned delay. This visit was marginally better, but they still struck out. Upon arrival (first 7am appointment for the day), the rep eventually got to me around 7:10. The 3 things I had made the appointment for (diesel recall, headlight fix, fuel filter change) were not on his list, but instead some other random service. He immediately tried to sell me on oil changes (over $200/per, vs. the $60 I do myself, not to mention the time savings of not driving & waiting at the dealership). He pushed for a couple minutes, ultimately trying to sell me oil change packages. This is the same guy that tried this to me the first time I came in for a recall. When I finally got him past the oil changes, he then asked how much life I had on my oil change - which was about 1k miles left. He nearly jumped with excitement as he exclaimed he couldn't do the recall work because my oil life was too low and they'd have to reschedule me, or I'd have to get an oil change. Fine, he wins this round and gets his oil change - though IMO a recall with this magnitude of negative press (think VW diesel scam but not as bad) the least they could do if my car needed something for the recall to be performed could be done gratis - no where was I told I'd have to have a "fresh" tank of oil for the recall to be performed. Add onto that him insisting my headlight wouldn't be under my extended warranty and I was already wishing I had gone somewhere else. This time transportation worked well; the shuttle to rental car was timely and I got a rental for the day covered by Jeep due to the recall. Pickup: my car completed near the end of the day (~4:00), my service rep did call me and let it know it was done this time. Deal breaker: Upon getting the car and driving it in the dark, it was immediately apparent they didn't install or aim the new headlight properly. I'm going to have to return to this dealership and make them correct their poor work. Any future recalls that force me to a dealership, I'll drive to south Sac or even another city before going to this place again. Copy of Yelp Review posted 12/2016: 12/31/2016 Purchase experience was mostly pleasant, we got an excellent deal. However the car we thought we were buying (the one we test drove) had a trailer hitch and lane collision warning; the car we received did not. I think they deliberately changed vehicles while we were price negotiating. The main reason for the negative review is from our recent service experience, which I'll detail below. Summary: 2-3 hour appointment for software update turned to 4 hours to overnight because they didn't get to the car; they did not offer transport and failed to keep me updated. Details: We made an appointment 1 week in advance for the S27 recall (which incidentally caused an accident and cost $4k in body work which my insurance covered); the fix is a software update to the vehicle. I called in advance and was told it would take 2-3 hours to perform. At the appointment I waited in my vehicle for 10 minutes before getting out and looking for someone to help me. When I was finally seen, they said it would take 4 hours. The tech didn't tell me what they were going to perform or offer a shuttle or loaner vehicle (nor did he confirm my contact information). I asked for details on the work they'd do and requested a shuttle; I was told to wait in the waiting area for pickup. It took over 60 minutes and 2 visits to the service counter before I got a shuttle ride home. After about 3 hours with no updates, I called the service center. They transferred my call to the specific tech working my vehicle; I left a voicemail. About 40 minutes later (now 30 minutes prior to closing) my call was returned. He informed me they hadn't gotten to my vehicle (despite the appointment) and that they'd need to keep it overnight. He made no offer to provide me alternate transport for my evening's commitments. I requested a loaner vehicle. He told me I could call the shuttle using the card they left me and they'd give me a loaner once there; I didn't have a card so he gave me the number. I called the shuttle, who told me the 20 minute 10 mile drive (according to google with traffic) would take over 45 minutes and that would be past their closing time, so they couldn't come get me. I called back the service tech who then told me "the best I can offer you is my apologies". I then called and spoke with the service manager; he apologized but said he was shorthanded and couldn't help; he offered to drop my car at my house the following morning. This was a nice gesture, but didn't help with the lack of transport that evening. I told him I could taxi/Uber to their location to get a loaner, but he said they would not reimburse the fair. While the people were friendly, their execution was incredibly flawed. Not getting to a car that has an appointment for a safety related recall is unsatisfactory. Not calling the customer to provide them updates and not offering alternative transportation is icing on the cake. Had they called (or returned my call in a timely manner), I could have been shuttled back to get a loaner. Even better, if they had accurately planned their work and realized they'd need to keep it overnight, they could have offered me a loaner from the start. Except for warranty related work, I'll not return to this dealer. Update: Dealer has a bot that posted a reply to this; in its post the bot didn't resolve the [Location] variable, and on the mobile version of this site it shows as a comment from "CustomerService A. of null". Yet another example of the lack of true customer concern. Comment from CustomerService A. of AutoNation Chrysler Dodge Jeep Ram Business Customer Service 1/1/2017 Thanks for the feedback, Brian.. We strive to provide excellent service to our customers at [Location]. Please call our General Manager directly at (916) 467-8055 for ways we can work towards resolving these issues. We look forward to hearing from you soon. Yelp review link: https://www.yelp.com/biz/autonation-chrysler-dodge-jeep-ram-roseville-3?hrid=vS0xOQAibENjXkgmzLDGNw&utm_campaign=www_review_share_popup&utm_medium=copy_link&utm_source=(direct)
Brian Fair
Sep 2, 2019