Castle Chrysler Dodge Jeep RAM of Naperville - Service Center

What a terrible experience I had here at Naperville CJDR . I brought my 2020 Wrangler in for service due to the A/C unit not working as intended. Jessica the service advisor gave me my car back saying it was . I brought my 2020 Wrangler in for service due to the A/C unit not working as intended. Jessica the service advisor gave me my car back saying it was fixed and blowing "a cold 43 degrees". I don't know where they came up with that number as the A/C was definitely not fixed at all and still blowing warm air. I called back and asked for a manager hoping that the manager would be able to fix the issue. However the service manager Tim McKay turned out to be even worse than Jessica. He told me to bring the Wrangler back in where it ended up staying in service for over 5 days. 5 days and multiple excuses later, the A/C once again was still not fixed. Tim Mckay told me they had no idea what was wrong with the A/C and started complaining about the cost of parts. "I could get a new compressor, but if it's not the compressor, we just wasted money ordering it." As a customer, I don't care what it costs you to fix my defective car that I am leasing from you. It's also not acceptable to tell me how "back in the day, we didn't have A/C and drove without it fine". It's 2020 and all cars should have working A/C units especially as the earth is getting hotter and hotter. I ended up taking my Wrangler back with the issue still present and drove it out to Arizona where another dealership WAS able to figure out what is wrong and is currently in the process of fixing it correctly as Tim McKay should have done. More

I have been coming to this dealership for service and oil change for a while now. They’ve always been fast, efficient, and helpful. Recently, when something didn’t go as well as usual, Tim was quick to respo change for a while now. They’ve always been fast, efficient, and helpful. Recently, when something didn’t go as well as usual, Tim was quick to respond and cheerfully remedied the issue. I will continue to use this dealership. More

Great service!!! In & Out!!! Drove up for a quick oil change, left the vehicle with them and I was called within an hour stating vehicle was ready! change, left the vehicle with them and I was called within an hour stating vehicle was ready! More

My car was recalled to replace the catalytic converter. I live in Bolingbrook - eight miles from dealer. I called first to see if I could get a ride home. They refused — 5 mile rule. My wife followed me I live in Bolingbrook - eight miles from dealer. I called first to see if I could get a ride home. They refused — 5 mile rule. My wife followed me to dealer and drove me home. No one called when car was ready. Car was left outside in rain. More

Great service — no waiting to speak with associate. She spoke with service person about tire issue, and problem was relayed to me. The next day the problem was solved. spoke with service person about tire issue, and problem was relayed to me. The next day the problem was solved. More

I had a coolant leak that the team fixed under warranty. They were great about keeping me updated and were very professional! Thanks for great service! They were great about keeping me updated and were very professional! Thanks for great service! More

I’ve always been satisfied with the service department and the outcome of their work. The reps are informative, knowledgeable and pleasant to interact with and the outcome of their work. The reps are informative, knowledgeable and pleasant to interact with More

Inability to admit any fault after 3 visits I would like to share my experience with the Naperville Jeep/Dodge service department. My wife and I have a 2015 Dodge Durango RT and a 2018 Jeep G I would like to share my experience with the Naperville Jeep/Dodge service department. My wife and I have a 2015 Dodge Durango RT and a 2018 Jeep Grand Cherokee. Since moving to the area, we have both serviced at Naperville Jeep/Dodge. Last week, I brought our Durango in for an oil change. It had also recently crossed 100k miles. The vehicle had been jumping a bit and some lights would come on periodically regarding ABS and traction. I wanted that looked into as well. I dealt with Jessica Rohrer as a service advisor initially. She informed me of some recalls that would be needed and that she could use this as a way to cover the loaner as well. I was very appreciative. The following day she called me with all the standard recommended protocols for a vehicle at 100k plus a recomendation that I replace the radiator for $900. At that point it would have been $2000 which I explained was far above our budget. I simply wanted the oil change, recalls and lurching attended to. On Thursday afternoon, I received a call from Jessica. She informed me the vehicle would be ready tomorrow. When I asked where we were on cost? Jessica said, "around $1000." I was fine with this. On Friday afternoon, Jessica called to let me know the car was ready. She also stated she was able to reuse a part and saved me a few hundred bucks. I told her she rocks! When I asked the cost, she said $1540. Needless to say, I was quite frustrated given this over 50% higher than what she had told me the day prior even after the alleged savings of a few hundred bucks. Rather than get upset, I simply hung up to give myself time to process. I called back 10 minutes later to discuss this with her. The first thing out of her mouth was, "I'm sorry, I added wrong! I said, that's totally understandable. Happens to the best of us. She informed me she would get back to me. I never heard back from Jessica. Saturday morning, my wife went to pick up the car. Afterward, she called to inform me it was $1350. Once again I was frustrated due to the fact I felt the "added wrong" meant it was near the original quote. Also, I never received a call informing me of the actual price. At this point, I contacted the service manager, Tim Mckay. Tim was very helpful and said he'd speak to Jessica. He then called me with Jessica on the line so we could both explain our side of the miscommunication. Tim stated he wanted to make it right and would $200 back be acceptable? I agreed and was very appreciative. My cost at this point was $1146.47 On Monday evening, in the midst of heavy snow, I received a frantic call from my wife in tears. Sensors were going off and the car was switching into manual. She had pulled over at this point. I told her I'd come get her. She told me she would restart the car and try and make it home. Thankfully, she did. I brought the vehicle back in the following day. I was assigned a new service advisor, Joe Bennish. He and Tim were very helpful and Tim said they would get me a loaner free of charge. The following day, Joe called to inform me the ABS module needed to be replaced. The cost would be $1000 with parts and labor. I was obviously extremely frustrated at this point, but what else could I do? I agreed to the service. At this point, I had not researched the replacement of an ABS module. According to the Internet, the average service charge for this is between $50-70. I was charged $478.59 in service plus $467. I would like to think the additional charges were for excessive due diligence in seeing that the fix worked. Sadly, that was not the case. Within three blocks of leaving the dealership, all the sensors began to go off. Not 3 miles, not 30 minutes, 3 blocks! I immediately returned to the dealership. Clearly, the car had NOT been test driven and I paid $478.59 in labor for a failed fix. Once again, I was given a loaner and told it would be taken care off. The following day, I picked up the car. I had sent Tim a detailed email showing all services and the excessive labor charges for each and everyone compared to industry average. I simply stated I felt I should be refunded the $478.59 labor or even some portion of it. Surprisingly, he was insistent I was due nothing. Let me be clear. This is not an example of me trying to get off on the cheap. The receipt clearly states all work has a 24 month unlimited mile warranty. I left the dealership with this car twice under the assumption the issue was fixed. The second time was a clear improper fix and part i paid $1000 for. I hadn't been driving the car for 2 weeks and the same problem occured. I had the car for 30 seconds. The work was NOT done properly! I should not be responsible for the excessive labor charge. The third and hopefully final fix and replacement of the speed sensor, is not a courtesy as Tim seemed to imply! Its the dealerships responsability to the customer. The real irony lies in my experience at the cashier while waiting to pay the $1000 bill for the ABS module replacement after my second service. In front of me was a woman who had come in for an oil chance with a coupon. She was being remarkable difficult to the cashier who was simply trying to explain all charges. Tim came over to have a dialogue with this woman. She informed him," This was not the price stated on the coupon!" Tim clearly and respectfully explained that the coupon, did not take into consideration taxes and disposal. I was actually floored by this woman's attitude and ignorance. She stated she was a regular customer. Tim replied he'd observed she had been to the dealership only once before. Clearly, this was a customer in the wrong. A customer, attempting to take advantage who we all know, will never return. After a bit more complaining, Tim agreed to remove the disposal and a few other small charges. I would assume for an oil change, perhaps 20% or more of the total. I expressed my sympathies and even joked to the cashier as I paid my bill. My wife and I have two vehicles we have serviced at Naperville Jeep/Dodge. The dealership is a mile from our home. We are also driving a Durango with 100k miles on it. We have discussed looking into a Wrangler Unlimited in the near future. I test drove one at this dealership two years ago. It goes without saying we would have come to Naperville Jeep/Dodge to further look into this trade. We also have a surprising amount of friends in the area who drive Grand Cherokee's and Wranglers. I suppose as a dealership, you may find solace in the fact that in the end, your service manager was able to: 1. Save the dealership a few hundred dollars. & 2. NOT admit any fault on his or his teams part in order to save face. Hopefully, this fits within Naperville Jeep/Dodges business model/matrix. A non admission of possible fault and a few hundred dollars outweighs the future value of: 1. The continued service of two vehicles. One of which, with over 100k miles and well out of warranty. 2. A possible future new/used car buyer. And lastly, 3. A former customer who will now clearly express their frustration to anyone with a Jeep/Dodge in the area along with Yelp other customer service outlets and Chrysler Jeep Dodge. I guess we have far different views of customer service/good business practices. Former customer Frank N More

I was in need of an appointment for a recall and was given one for the next day. Very nice staff. Fast and great service. I will recommend and return. given one for the next day. Very nice staff. Fast and great service. I will recommend and return. More

I'm always pleased when I visit this dealership. The staff is very nice and they get the job done. The wait is never too long. staff is very nice and they get the job done. The wait is never too long. More