Franklin Chrysler Dodge Jeep Ram - Service Center

$400 to UNPLUG my issue! On Monday, November 12th, I brought my 2009 Dodge Challenger in to the Chrysler Dodge Jeep Ram of Franklin. My car had quit holding a charge overnight On Monday, November 12th, I brought my 2009 Dodge Challenger in to the Chrysler Dodge Jeep Ram of Franklin. My car had quit holding a charge overnight. When I called the dealership, I told the employee (a lady named Tonia) that I had already paid one mechanic to run a full diagnostic and they came back saying that my TPM was completely bad and was draining my battery. I was told this would be a $900+ fix, and upon hearing this, decided to get a second opinion. After checking my car, CDJR reported back that my battery had a bad cell in it. My battery was under warranty, so I took my car where the battery was purchased and was given a new one. This seemed to fix the issue for a few days until I went out one morning and found my car dead again. Very frustrated, I called CDJR back and scheduled another time to bring it in. Tuesday. November 20th, I dropped my car off again around 8am. When I dropped it off (as well as when I called and scheduled the appointment), I let them know that I was just in last week and replaced my battery, as well as told them the downshifting issues I had been experiencing. I asked them to check my transmission fluid and if it needed to be changed, to please go ahead and do so. I stated if it was suspected to be something else, to please call me before doing anything. Around 2pm (the same day), I received a call stating they found where the drain was coming from and it was from some of my aftermarket parts. I was quoted $360 for the test and to fix the drain. When I asked about my transmission fluid, they did not see anything on my ticket about that, however, Tonia, said she was texting herself so she could check it when we got off the phone. Since I was not expecting such expensive fixes, I asked them to just fix the aftermarket issue and to check my transmission fluid. After a few hours, I attempted to call back to check the status on my car, but no one answered. I called the front desk, which forwarded me to the service department, which then rang until it reached a voicemail again. I left a voicemail, as well as texted the number they left me, but heard nothing. I started reaching out again the next morning around 9am and left more messages. By noon, I still had not heard anything and had to get a ride out to the dealership since I worked later that afternoon nearby. Upon arriving, around 12:30pm, my car was still not ready but was told the technician needed to speak to me. The tech came up with a box of wires and proceeded to say that he noticed they went to a specific head unit, that he saw I did not have, and said it may have been the cause of the drain. When I asked him if that solved the problem, he said no. I just nodded and told him "Well, alright then!" assuming after all this time he would put the wires back since he found they were not the problem. Hours went by and my vehicle was finally "ready". I was told that it wasn’t the aftermarket part that they had stated yesterday it was. Instead, they said the module on my sunroof had gone bad. Confused and slightly frustrated because I was under the impression that this would’ve have been checked at least once, if not BOTH times I brought my car in, I asked if it was fixed now and was told that it was merely unplugged, or disconnected. Still confused and getting more upset, I was then told I owed the $400 I was quoted to FIX the aftermarket part that was causing my battery to drain. I noticed I didn't see the box of wires the technician had brought out with him, so I asked if the wires had been put back in the vehicle. When I was told they were still out I asked if they were going to put them back. Immediately, Tonia called the other technician from the back of the shop and he came out with the box of wires. He then proceeded to show me how the type of parts I had would not work without a head unit of the same type. The car had been wired up and ready when I bought it so I just needed to install my amp and head unit to enable my sound system that I already possessed but did not have installed. Upon asking if he was going to put them back, he laughed and said, "Well not for free!" He proceeded to say he had been working on this all day and had only been paid 4 hours worth of labor. He showed that it would have been pointless to put them back since some wires had been frayed and cut, making it pointless to replace them. I asked him if he cut the wires, he said no, that they came this way. My frustration instantly doubled since I knew for a fact they were not already cut due to having the paperwork from Hifi Buys when they removed the previous owners sound system (who is also a close friend of mine). When he explained the problem was the sunroof module, I asked (again) had they fixed it. He again said no, that it would be another 2 hours of labor and he began to quote what it might cost. Now, almost late for work, I paid what was owed so I could have my keys back. I audibly stated I was not satisfied with my service when I handed Tonia my card. Despite there being a sign nearby that stated, "If you are not 100% satisfied with your service please let us know so we can make this right!" she ignored me, handed me my card back and a clipboard to sign. As I signed, I ironically noticed a white paper above their phones, in the middle of the garage, that simply stated, "ANSWER THE PHONE" in bold letters. Reminiscing on the last 26 hours of ignored calls, voicemails, and text messages, I was forced to laugh to myself. After getting the worst customer service imaginable, expressing my dissatisfaction and being ignored, THEN being charged $400 to essentially UNPLUG a bad module and CUT over $600 worth of wires unnecessarily from my car… I was told none of this would be made right FOR FREE. My girlfriend bought her car here and we refer people all the time, as well as service her car at CDJR. After this EMBARRASSING customer and mechanic service, we will immediately be stopping all business and referrals, in addition to spreading word of how poorly everything has been handled. More

recalls needed . 1 was done. 1 was not. Air box left off . Vehicle needed 2 recalls done. appointment set for Monday. reset to Wednesday. only 1 recall was done. During visit tried to sell me services that wer Vehicle needed 2 recalls done. appointment set for Monday. reset to Wednesday. only 1 recall was done. During visit tried to sell me services that were not needed. Left my air box off. Closed hood. bent a/c line , pushed light into hood. Found after getting home dealing with the sound. Looked at airfilter. Was already replaced. Yes tried to sell me new one. On top of it. Only 1 recall was done and no parts for other. Total waste of time. Was already hard enough to make the service date. drop vehicle off and then get to work. More

Service My Jeep needed an Oil Change and Tire Rotation. Tonya the service rep was as always wonderful, greeted me with a smile and quickly took care of me. Th My Jeep needed an Oil Change and Tire Rotation. Tonya the service rep was as always wonderful, greeted me with a smile and quickly took care of me. The process was quick and painless. Franklin CDJR is a 5 star experience! More

Very poorly operated This dealership was the first one my daughter dealt with after obtaining a new job. Reviewing her lease documents, seeing how she has been treated th This dealership was the first one my daughter dealt with after obtaining a new job. Reviewing her lease documents, seeing how she has been treated through her lease, and seeing how shoddy their paperwork, management and communication has been throughout the time of her lease, I am appalled. Reviewing her lease documents with an attorney, I am told that several things done at the time of purchase were frankly inappropriate, if not worse. She decided to purchase another vehicle prior to the end of the previous lease, and returned the car early. When we arrived, there was no management available to speak with for almost 1/2 hour, their "printer" was "not working" to allow her to receive the necessary documents, and she was later, without notification, charged an extra fee for "excessive mileage" despite returning the vehicle under the allotted mileage. There is absolutely NO WAY she, or anyone else in our family will EVER do business with this company again; as a matter of fact, we would not even consider any other Chrysler product, as their on-line service and call center is just as bad, if not worse. Buyer beware here: these people do not handle their business fairly, and you will be sorry, or come out misused if you do business with them . If I could rate them according to their absolute value, the would receive stars in the negative range. Don't do business with Franklin Chrysler Dodge. More

Service Carried our Jeep in for routine maintenance yesterday and it was a great experience, primarily due to the professional, knowledgeable and courteous se Carried our Jeep in for routine maintenance yesterday and it was a great experience, primarily due to the professional, knowledgeable and courteous service representative Brandy! More

SERVICE DEPARTMENT IS TERRIBLE....CUSTOMER SERVICE IS AWFUL! The service department is absolutely by far the worse service and customer service that I have ever dealt with. They are rude especially this litt The service department is absolutely by far the worse service and customer service that I have ever dealt with. They are rude especially this little kid named (Seth) and the Service Manager was nice at first until he gets called out on something and then he becomes rude. I know that losing business of people that purchased two vehicles from you back to back 2 years ago will mean nothing to you but, If I can prevent anyone else from experiencing the rudeness and lack of customer service in the Service department, then that is what I will do. Please...if you want to experience customer service from a service department then I do not recommend this dealership. Back in July we took our son's car in for making a terrible rattling sound. After having it for 3 days they decided it had to do with the brakes (replaced brake pads) and that the tire sensor needed replaced. We have all the extra extended warranties (read the fine print on these) with a $100.00 deductible. Then they charge taxes on parts and labor for a part that was paid because it was covered under warranty. Did not offer a rental as we have coverage for a rental if they have to order parts and they did. When we picked the car up 4 days later, they were suppose to have topped off all liquids (with oil change) and when I opened the hood to check the windshield wiper fluid was empty. Come to find out the container had a hole in it. They could not replace that day and would have to check on warranty (keep in mind this car is 2 years old with under 50,000 miles and the extended warranty is suppose to cover 60 months or 100,000miles. We paid the $100.00 deductible but, I was not paying the taxes on warranty. We took his car back in this past Monday for the exact reason and sound it was making before. Finally, on Tuesday I called and spoke to Seth who said "we had to order the parts and they come in today, we will have it ready tomorrow". I asked " In the am"? He stated "to be safe after lunch". We arrived on Wednesday at around 1:30 and they had not even started on it. Said it would probably be around 45 minutes at 2:00. Left then arrived back at 3:10 and Seth stated " I just told your son a few minutes ago that it would be 4-4:30" I said " no you said 45 minutes and he has to go to work". He rudely stated " NO I said 4-4:30" I told him that I did not have time to argue with him where was the manager. I spoke to manager he stated "it will be ready in 10 minutes" Well finally after 35 minutes it was ready. Again, told me the bill was $194.00. I stated "it is covered under warranty" So, evidently the warranty is $100.00 every visit regardless of the same issue at hand. Then they charged us tax on the $100.00 deductible. I spoke to Total Warranty and they stated there should be no tax and Tn. company is tax exempt on parts. So, why was I charged tax on a deductible that was covered under warranty. In the mean time the bill changed from $194.00 to $111.00. I will not take either of our vehicles to this dealership ever again and I realize that you do not care to lose a customer. I will however encourage anyone looking at a Dodge, Jeep, Chrysler to go elsewhere as the "Lack of" Customer Service is ridiculous when you pay that kind of money for two vehicles or even one vehicle. If it wasn't for customers they would NOT have a job!!! RANT OVER!!!! Remove review More

Great customer service I have been taking my Patriot here for service for the past 2 years (purchased while living in a different state). Have no reason to believe they have I have been taking my Patriot here for service for the past 2 years (purchased while living in a different state). Have no reason to believe they have not treated me honestly and with integrity. Since I’m in outside sales I have to always wait while my car is being worked on, even for larger jobs they tend to be done within a few hours and always within the timeframe they quote. Overall very pleased!!! More

Horrible service "Worst experience ever at any dealership!" I have been a Chrysler/Jeep/Dodge owner for over 10-15 years and this is the worst experience I have eve "Worst experience ever at any dealership!" I have been a Chrysler/Jeep/Dodge owner for over 10-15 years and this is the worst experience I have ever had with a dealership, specifically their service department. First let’s start with our Chrysler van that got an oil change before an 8hr road trip back in 2012. That oil changed ended with my husband on the side of the road trying to figure out why our gauge was running hot. We pulled on the side of the interstate only to find out ALL the oil was leaking because the service guys had left two caps on making it not seal/close correctly. We called to let them know and told us that they were sorry and that they would like to credit us $10. 😑. We never went back after that until this past August (2018) Our AC went out on our Jeep so we brought it in on the 12th of August. They have had the vehicle for almost 3 weeks now and have no idea when the part ordered will arrive. They are refusing to give me a loner car or give me my car back until the part comes in. The local dealership and corporate Chrysler keep giving us the run around about the expected time frame and their ability to issue a loaner vehicle. They keep saying only the other one can authorize it while giving no care to their customer. I dropped the car off for service on August 12th for a scheduled early AM appointment the 13th. I was originally told the car repair (simple AC switch not working) would be completed on August 20th as the part arrived the weekend prior. I was then told the part actually was not there but would arrive August 22nd. After not getting a call from the dealer, I contacted them and found out that the part actually was not coming on that date. They have not kept in touch about the status or changes. We have had to call to see what is going on multiple times. We were told they cannot guarantee me the car will be available by September 10th. This dealership has been so misleading I frankly will never trust them again to work on my cars. To top it off they will not even allow me to get my car back stating some federal code. It is common sense as a management team to offer a loaner vehicle to a customer who is in this situation (no car for what will be over five weeks) however this dealership will not authorize it. Evidently they could care less about their customers. It is basically as if they have stolen my car which was running fine but needed AC repair. It will now sit idle on their lot for over a month before I can possibly get it back which will in no doubt lead to other mechanical issues due to the fluids sitting in the engine. Guess where I am NOT bringing it to when it acts up. Wonder if they will want to give me another $10 credit 😒. It is absolutely unacceptable! More