Chrysler Dodge Jeep Ram of Willoughby

horrible business My family and I have been loyal customers of Chrysler Brands for over 15 years. We have purchased through ourselves, and referrals over ten vehicles f My family and I have been loyal customers of Chrysler Brands for over 15 years. We have purchased through ourselves, and referrals over ten vehicles from Adventure Jeep Chrysler and Dodge located in Willoughby, Ohio. We have consistently purchased all of our vehicles from there without shopping other dealers, or even attempting to let anyone else sell us a car. Until recently, we had been very satisfied with the customer service, however, this last incident has really ruined my family and I on the Adventure CJD and Chrysler customer service experience. I am a hard working American consumer. I work three jobs as a paramedic/firefighter to support my family, and four children while my wife is finishing up her Nursing Degree. I need a valid mode of transportation to get to and from these jobs, and have chosen a 2010 Dodge Journey to do so. On June 27th my car shut off in the rain, after I drove through a small puddle. I immediately had my car towed to the place where it was purchased Adventure Chrysler Jeep and Dodge. The windows would not roll up, nor would the car start, and it was unable to shift into neutral, and the tow truck driver had to break into the stick shift to get the car into neutral. The incident occurred after normal business hours, and I had to wait one day to get a rental car. I came in the next day, and spoke with Evan, the owner of the dealership. He gave me a rental car, and was very short with me, attempting to argue about deductibles. I had to stop him, and say Evan we don’t even know what’s wrong with my car yet, and you’re already giving me a hard time. In hindsight, I should have taken that to be an omen that they did not appreciate my business, because it was all downhill from there. It ended up that my engine had hydro-locked, and caused substantial harm to my automobile. Adventure had my car for the next month, and was paid over $8,000 dollars by myself, State Farm, and Allstate. On July 27th, over 1 month later I picked up my car. In that time I had little to no contact with the service department and it took a full 30 days to put a new engine in my car and replace the carpets. They were waiting over 2 week for carpet! In that time they used up my daily rental allowance from State Farm, which is irrelevant, because part of the purchase agreement states that the purchaser receives complimentary loaner cars while in the service department. This agreement is highly touted by Evan Feinberg, on his radio commercials. Immediately, upon picking up my car I noticed that the shifter was not working properly, and leaking transmission fluid. I called back Adventure, and spoke to Dave Molenkamp, he informed to call State Farm, and then they would set it up for new service appointment. I called State Farm that same day, and told them about the issue. Prior to me having time to take the car into the shop the transmission/shifter went out, and my automobile was fully disabled. This is less than 24 hours after I picked up the car from the dealership. I called Rich Witt, General Manager, of Adventure, and even though the service center was closed he was able to accommodate my family with a loaner car from the pre-owned section, because they were out of loaner cars and service was closed. On 8/3/15 almost 1 week after my car, again became disabled I was finally able to reach Dave Molenkamp in service to talk about the status of my car. He did not even know that my car was on the lot, and reprimanded me for not trying to call him. I said, Dave, I tried to call you on Monday at 2:30, twice; I was on hold for 5 minutes, and hung up. I tried to call back again two hours previously, and sat on hold for 7 minutes with no answer. I even asked him if he wanted to see screen shots, because he was so irate. Once again, the focus was not on my automobile, or on the miscommunication between the service department and the rest of the dealership, because I had already spoken to the General Manager, Rich Witt, when my car initially became disabled again. The next day Dave called me back, and told me that the shifter on my car was bad, and Allstate would cover it. I told him that Allstate shouldn’t cover it, because it was obviously related to initial loss on 6/27/15, and he needed to call State Farm, and talk to them. Dave said I could call State Farm, but all the paperwork was in the office, and he wouldn’t know where to find this. Since, when did it become the customer’s job to call the insurance company for Supplements? Also, how disorganized is the department when they do not even have my paperwork from the previous week? Regardless, I called State Farm, and they asked why I was calling instead of the shop, and set it up for another inspection. I called Dave back, and he said that the service manager, Don Trentanelli, told him that I would be responsible for the rental car. I explained to Dave that they have had over 30 days to fix my car properly, and neglected to do so, also that they would need to take that up with State Farm, because I wouldn’t be paying for a rental, when part of the purchase agreement from purchasing a car from Adventure included complimentary loaner vehicles while your car is in service, and free car washes. He said, that Don told him that I was responsible, and that I could take that up with Don. Never did they apologize for not fixing my car properly, or for the miscommunication of not knowing that my car was on the lot. After that conversation, I made my initial call to Chrysler to let them know about all the issues, and the fact that they were trying to violate the Owner’s own words in his advertisement, and the purchase agreement. Never was customer service a priority and the customer service experience were by far among the worst I have ever received in my life. They fixed my car with genuine Chrysler Mopar Parts, and they should stand behind that. My car then sat for another 2 weeks, and I had no word from the dealership. On August 13th, at 6 p.m., I was driving the loaner car down the middle of a main street, on a 90 degree day, and a tire blew out. I pulled into the nearest parking lot, and changed the tire while my four children sat in the vehicle. I then drove down the street to a tire shop, and they told me that the new Michelin tire had a side wall blow out, and was defective. They said these things, sometimes happen on hot days when you have been driving a lot, they said they could swap it out, but I should take the car back to the dealer, because they would be able to warranty the tire, and Michelin would replace it. I was very grateful that this bad tire the dealership put on did not blow out on the freeway, which could have caused great injury to my four small children, as well as me. I immediately called the Dealership, and spoke to Rich Witt. He told me not to worry about it, just save the tire, and bring it in at my convenience, and they would swap it out. The following week on Tuesday, after another 22 days of being without my automobile they called and said that my car was done. They rebuilt the transmission assembly, which they had missed the first time, and State Farm covered the whole thing, an additional $2,000 dollars making the total repair over $10,000 dollars and 52 days. I returned the rental, and told them what Rich said about the tire. On Friday evening, my father and I noticed that again my car had been leaking fluid as evidenced by the half dozen small spots of fluid on the driveway. I immediately called State Farm, and left them a message. The next day I worked all day, and on the way home from work I heard an ad on the radio for Adventure with Evan saying call me anytime on my cell phone, and giving the potential customers his cell phone number. I called the number, and left a message explaining my problems, and figured that Evan would call back at his convenience, but at least he would be aware of all the issues that my family, and I were having. He called me back 2 minutes later, and left me a voicemail cussing at me saying that my insurance company was xxxxxxx them around, what the xxxx is he supposed to do about it, and it was all my fault, because I drove through a puddle. He said to call him back during normal business hours to discuss this. I tried to call him back the following Monday, August 24th, but his phone was shut off all day. I then talked to the service people, Dave Molenkamp, and he said they would not give me another loaner car, because of the blown out tire. I told him to talk to Rich, because he and I already told me that it was not a big deal. He went back and forth arguing with me for a minute, and then said he would go talk to Rich. I called back 10 minutes later, and he said he spoke with Rich, and they wouldn’t give me a new rental. I then asked to speak to Rich, and he transferred me upstairs. The receptionist told me that Rich was out of town, and Evan was out of town, and Don the service director made that decision. At that point I asked to speak to Don Trentanelli. Don was very combative, rude, and disrespectful making for a very hostile customer service experience. He told me there was no way I was driving down the street, and that I must have hit something, and that the people who told me it was a side wall defect should have taken care of it. I said Don, why would they take care of it when it wasn’t their tire? And, if I had hit something wouldn’t there be a nail in the tire, or something that would show evidence of driver error. He said if you’re driving the car you’re responsible, which is preposterous, because it is a manufacturer’s defect. He never apologized for my inconvenience, of having the change a tire on a 90 degree day, or for the fact that my children could have been harmed. He just kept arguing with me over a $112.00 tire that costs, $15 dollars to send back to Michelin, when they had been paid over $10,000 dollars to fix a car, and failed to do so. He refused to speak to Rich, because Rich was out of town, and refused to stand behind his repair. He told me to bring the car in, and he may be able to fix it in 5 minutes. I have 4 small children, and they take over 3 hours to do an oil change, and if it is not a quick repair how do I get to and from work? Don said that is a problem, but it wasn’t his problem, and if I want a loaner I could pay him $112 dollars. Don kept coming back to it was my fault, because I drove through a puddle, and that I wasn’t paying for the repair State Farm was. I had to stop him, and say Don, I paid my deductibles, and my premiums, you have been paid over $10,000 dollars, had my car for 52 days, and it still isn’t right. He said I could bring the car in the next day, and acknowledged that he never even spoke with Rich about the tire. If you didn’t have all the facts why would you hassle the customer about something that had already been dealt with? What sort of customer service is that? I immediately, got off the phone, and called Chrysler again. They told me that the dealership never responded to the first complaint, and that they would try to call the dealership. When they tried to call, the service people told Chrysler corporate that Don Trentanelli wasn’t there, which was funny, because I had just gotten off the phone with him less than 15 minutes previously. The next day, I called, and asked to speak with Don Trentanelli, to set up an appointment and the receptionist told me he didn’t show up that day. I still have not heard back from Don Trentanelli, Dave Molenkamp, Evan Feinberg or Rich Witt. My car is still leaking fluid, and they refuse to stand behind their repairs using, Genuine Chrysler Parts, the purchase agreement, or their agreement with State Farm to fix my vehicle. I have never been treated so poorly, by any business I have stepped foot in for a minute, let alone a business I have personally referred 3 people to, and purchased over 10 automobiles from. The customer service experience for, hardworking American consumers, like myself should be very important to independent businesses like Adventure CJD. My family and I are looking to trade in our Dodge Journey for a new minivan; why on earth, would I consider going back to a business that treats repeat customers so poorly? According to yelp "Over the course of my career, I have observed again and again that, ultimately, providing outstanding customer service isn't just what's best for the customer - it's also what's best for the dealership.” –Evan Feinberg I don’t know where he is witnessing or providing that outstanding customer service experience, but it clearly is not in this case where his response was; “It’s your fault, and what the xxxx do you want me to do about it.” My insurance company has been out there the next day in every supplement, and has gone above and beyond to work with Adventure, and this work should have been done properly the first time. For $11,432 dollars, and 52 days in their shop I would fully expect to have a functioning reliable means of transportation to go back and forth from my 3 jobs to provide for my four small children, or at least have a service team on top of trying to get my car to where it needs to be. Instead all I have gotten is combative personalities, an automobile that could break on me at any time, and the worst customer service experience of my life. I expect a lot better from a MOPAR service center, and I’m fairly certain that Chrysler does as well. They should not be able to get around phone complaints with no response, and they should know how to show appreciation for the hard working consumers that support their business. More

Why bother having a service department there are no laundry I've been trying for a minimum of four months to get the DVD player and the luggage rack fixed on my 2013 Chrysler town and country minivan I have gon I've been trying for a minimum of four months to get the DVD player and the luggage rack fixed on my 2013 Chrysler town and country minivan I have gone to the dealership twice for appointments and both times they were well aware of what I was coming in for they said they would have the parts and they did not. I just called the service department yet again because we are going on vacation and we need both items fixed ASAP and again they said they knew nothing about it but they would have to order the parts I am so frustrated and they don't seem to care what going on More

Worst business I've ever dealt with, of any kind I have no clue how this dealership is still in businesses. Seriously just read most of the more recent reviews and you'll see what I'm talking about. I have no clue how this dealership is still in businesses. Seriously just read most of the more recent reviews and you'll see what I'm talking about. They have a 2.1 star rating for good reason. When I read others reviews it's like deja vu. The service associates never ever return a phone call. Every single visit begins and ends the same way. They tell me they'll call me with an estimate or when the work is done. I then patiently wait until just before they're closing time and have no choice but to call them. Every single time there is some ridiculous excuse why they neglected to have the decency to call me with an update. Can you imagine what would happen at your own job if you showed that lack of professionalism? I know my employer dismisses such careless and unprofessional people. How does Adventure justify keeping a staff like that employed? It feels good to write this but it doesn't change the fact that I still don't know when I'm getting my vehicle back. I dropped it off when they opened yesterday morning to get a scheduled repair done under warranty. They said they'd be done early afternoon and call me. They never called. I called them just before closing time. The repairs weren't done and they couldn't give me a reason why or when they would be. I called at noon today with the same exact response; they're clueless. If I ever get my vehicle back I will refuse to pay my deductible. I advise and plead you to do the same if must use Adventure for service because they undoubtedly will prove deserved of this review. More

Worst service ever!!! I bought a new Jeep exactly one year ago. The radio has had problems since day one. We have taken it back to the dealership at least 6 different tim I bought a new Jeep exactly one year ago. The radio has had problems since day one. We have taken it back to the dealership at least 6 different times...never fixed. They tell us they are waiting on parts, should take a few days. Weeks go by, no phone call. We bring it back in and they act like it is the first time we've been there. We call to follow up and they tell us they will call back...never do. There is absolutely no follow up with this dealership. Worst service i have ever experienced and will never go back. Save yourself some time and go elsewhere! More

Horrible experience They had a delivery truck come by and managed to drop a crate on the back quarter panel for my SPECIAL EDITION dodge charger, it was only there to hav They had a delivery truck come by and managed to drop a crate on the back quarter panel for my SPECIAL EDITION dodge charger, it was only there to have a recalled wireing harness replaced. They have failed to compensate in any way for loses on the car, it is no longer original (new paint, dents removed) because this dealership mishandled my vehicle. The owner has passed my experience and compensation onto a secretary. I'd suggest going somewhere were they value your vehicle as their own, and care about keeping a customer base! Never buying dodge again, this was my third! More

OVERPRICED, at best, "OK". Returned, AGAIN, for "low tire alert" on dashboard. Had airfilter changed, it cost $56.39. WOW - WAY TOO EXPENSIVE. Could NOT recommend this dealer Returned, AGAIN, for "low tire alert" on dashboard. Had airfilter changed, it cost $56.39. WOW - WAY TOO EXPENSIVE. Could NOT recommend this dealership, and will NOT purchase a vehicle from them in the future. More

8 Service Center Visits and still no resolution. I have owned a lot of pre-owned/ used vehicles, and have dealt with many dealerships over the years. After a lot of time searching for exactly the car I have owned a lot of pre-owned/ used vehicles, and have dealt with many dealerships over the years. After a lot of time searching for exactly the car we were looking for, we found one close to my work I case I needed to drop it off for routine maintenance it would be easy right down the road. Little did I know, this dealership that sells used pre-owned cars, certify them off site through another company and pass as their own, i also opted to purchase the extended warranty for piece of mind JUST in case something went wrong. Thank goodness I did, my car has been in for the same service issue about 6 times in the past 7 months, with a loaner that has their advertisement on every inch of the vehicle, that I am stuck with at 4+ weeks at a time. We have been asking them to take the vehicle back after they claimed to have dumped thousands of their own money into trying to figure it out, and even bringing a specialist from Chrysler and still not fixed and seems to play victim since I was covered and not paying since I am covered on warranty. However per Nick the sales person, they never pay that much on repairs for cars that are under warranty, since it would be out of their pocket. This does make sense - especially since the same issue isn't fixed. No matter what you ask, you will get a different answer from each person, and some times even the same person. Makes me wonder how much is made up, or how many complaints they deal with, that they are getting them confused. them confused. I only asked for my pay off, and not even my purchase amount, and they insulted me with offering thousands less. So I finally agreed to a possible trade which was the easy way for them -which turned out a huge waste of time after being yelled at by not only the sales person, but the owner himself! I was so apolled they would talk to a customer, let alone a woman that Way. Never the less I wanted a solution, but then started complaining at my choice of cars, although i was never offered anything to give me any idea, until they found one that met all my needs I let them know I was looking for. When the car arrived and I was called at work, I thought finally good news. It's there, I'll test drive and if it's good to go I can finally get a reliable car. That is until Nick the sales person who was assigned to me by Evan, the owner wanted to prove himself and try to make a buck by getting a down payment or more on the monthly payments claiming this was a "favor". NOT COOl. I called him out on how he treats customers, and really isn't there to help, but make a buck, was boligerant and volital in his argument that they were the victim and won't lose money, loud enough that the people in my office heard him through the phone. Wow, talk about unprofessional, tacky and down right classless. This company is in it for money only, and not for their customer at all. ** you're better off spending a little more money to go to a more reputable dealer** (which is pretty much every other one in that local area by customer review) More

My experience with Adventure Chrysler Jeep a Dodge was nothing but pleasurable. Nick Zaucha "rocks", he went above and beyond also very knowledgable. I would definetly recommend these guys. nothing but pleasurable. Nick Zaucha "rocks", he went above and beyond also very knowledgable. I would definetly recommend these guys. More

We went to Adventure Dealership in Willoughby and we had the blessing of working with Nick. Nick is a wonderful sells man very informative and helpful. We really recommend working with him. Nick is the BE the blessing of working with Nick. Nick is a wonderful sells man very informative and helpful. We really recommend working with him. Nick is the BEST! More

I WAS SCHEDULE TO PURCHASE A TOWN & COUNTRY VAN THAT WAS NOT CORRECTIVE PICTURE ON www.cars.com, AND PROPERLY DESCRIBED INT EHT AD OR AS DESCRIPTED BY “CHRIS” THE SALES PERSON BEFORE I MADE A DOWN PAY WAS NOT CORRECTIVE PICTURE ON www.cars.com, AND PROPERLY DESCRIBED INT EHT AD OR AS DESCRIPTED BY “CHRIS” THE SALES PERSON BEFORE I MADE A DOWN PAYMENT OF $300.00. WHEN I ARRIVED. I WORKED WITH A SALES PERSON NAMED "CHRIS" AND HE TOLD ME LIES ABOUT THE CONDITION OF THE VAN OVER THE PHONE, EVEN AFTER I TOLD HIM I WILL BE COMING OVER 10 HOURS TO PICK IT UP. I MADE A DOWN PAYMENT OF $300.00 AND PAID Another $300.00 OUT OF MY POCKET TO TRAVEL AND PICK IT UP. WHEN ARRIVED I NOTICE THAT "CHRIS" DID NOT TELL ME ALL OF WHAT WAS WRONG WITH THE VAN>>>>CRACKED WINSHIELD, BACK VAN DOOR WAS EAT UP WITH RUST, BRAKES WERE NOT SAVE TO DRIVE ~10 HOURS BACK HOME, LOSE OVERR $300.00 FOR THE TRIP. I ASKED CHRIS WHY HE DID NOT TELL ME TRUTH, HE SAID THE VAN WAS ON THE LIFT AND HE DID NOT SEE THE CRACKED WINSHIELD AND BACK DOOR RUST. I WAS TOLD IT WAS ILLEGAL TO SALE A CAR WITH A CRACHED UNSAFE WINSHIELD..BUT THEY WERE SELLING ME THE VAN. WHEN I ARRIVED, THE CUSTOMER SERVICE BY OTHER WAS NOT PROFESSIONAL…NO ONE ELSE ASKED TO HELP ME! JUST TO GET HOME, I MADE AN OFFER ($300.00 LESS THAN WHAT THEY WERE ASKING FOR IT-- $1,500 +$200.00 PROCESS FEE FOR A TOTAL OF $1,700.00) ON THE VAN AND THEY SAID NO! -- NO COUNTER OFFER....GAVE ME THE APPEARS OF THIS BEING CHEATING AND LYING DEALERSHIP..>! ? I ASK FOR A RIDE BACK TO CLEVELAND, OH AND AFTER ANOTHR ON AND !/2 HOURS AND ASKING AGAIN AND AGAIN, THEY GAVE ME A RIDE BACK TO THE GREYHOUND BUS STATION TO WAIT ANOTHER 8 HOURS BEFORE THE 12 HOURS BACK HOME! MY NAME IS CARRINGTON ADKINS, 703-697-6898; email: cankey@msn.com--ALL I WANT IS THE MONEY I LOST BACK --$350.00 FOR THE TRIP UP THERE AND BACK HOME! IF I DO NOT HERE FROM THE OWNER/DEALERSHIP, I WILL BE CONTACTING THE CLEVELAND BETTER BUSINESS BUERAU, CHAMBER OF COMMERCE, THERE DEALER’S DISTRIT MANAGER, CHYSLER CORP OFFICE OVER DEALERSHIPS…CLEVELAND DISTRIT ATTORNEY, ETC UNTIL I GET SOME TYPE OF RESOLUTION. More