Glenn Polk Chrysler Dodge Jeep Ram Fiat

Glenn Polk Chrysler Dodge Jeep Ram Fiat responded

This review is not a fair reflection of what occurred. Our service manager reached out to discuss, but the customer was unwilling to listen to the facts or change it. We want to clarify a few details so that others who are reading fully understand the situation. Our team followed standard diagnostic procedures for an electrical issue, which required the battery to be connected. The technician also documented pre-existing damage to the positive battery terminal before diagnosis began. The electronic parking brake was NOT engaged while in our care. Both our service manager and the tow company confirmed this at drop-off and pickup. After the initial diagnostic was completed, we fully explained the next steps and costs needed to continue the diagnosis. The customer approved that estimate after speaking directly with our service manager, and that approval was time-stamped and documented. When the work was finished, the dollar amount was exactly what was agreed upon. We understand electrical issues can be stressful, and we are sorry you had to deal with it. Our goal is always to provide clear communication and find solutions. We are very sorry it ended this way, and this is not a reflection of the way we have done business for over 30 years as a family-owned and operated dealership.

trj1117 responded

Eric Nugent service manager did reach out to me and asked me to retract my negative survey. I responded the survey was the truth. He then began to curse me and called me a MFGD liar!!! I sure hope that phone call was recorded as he claimed all were. If this dealers team is following standard diagnostic procedures of applying an electric current to a dead short in an autos electric system it just shows their inexperience as auto technicians. This procedure will start a fire in the electrical system! When my Ram pickup was delivered to the dealer on November 15, 2025 I told Jacob Sewell service advisor that the wheels were locked and the truck had to be dragged onto the flatbed tow truck and also dragged off. I also asked him to tell whoever works on it to not connect my new battery that I purchased that day, as there is a dead short in the system and it will kill the battery. Next I received a call from Jacob on November 19, 2025 around 8:15 am telling me my new battery was dead and they needed me to go get another new battery so they could find the short in the system! I told him the only way the battery could be dead was they connected it to the shorted out system. His reply was they did not connect it and he didn't know why it was dead but they needed another new battery. I then asked him how they were able to get my truck into the shop as the wheels were locked. He replied the wheels were not locked and they just pushed it into the shop. Jacob also stated they had used one hour so far to diagnose the problem and needed me to authorize another 3 hours at $185 per hour, my reply was I did not authorize 3 more hours. I then called back to the dealer around 9:00 am and asked to speak with the service manager and was told he is not available as he is busy setting up the dealer thanks giving luncheon, I then asked If he could return my call. I then waited around 3 hours for a call that didn't happen. Next I logged onto the dealers website and wrote a review of what had taken place and surprise I received a call from the service manager within a few minutes! I explained to him the problems I was having but I ultimately agreed to another 3 hours diagnostic at $185 per hour if its not in warranty and told him I will not bring another new battery for them to short out. (Eric later claimed I had approved $1040 for diagnostics and that he recorded the conversation so I asked to hear this recording, he then recanted and said he didn't have a recording!) I also told him it has to be one of the major size wires as applying direct current will melt any of the small wires and cause a fire. I told him the correct way to find a short in the system is use an OHM meter and check for resistance on any suspected wire. I also asked him how they were able to move the pickup as the wheels were locked maybe caused by the electric parking brake he replied the wheels were not locked and he helped the technician push it into the shop. He did not bother to tell me the electric transmission was locked in park and they had to pull a hidden overide lever which unlocks the transmission! It was also electronically locked into 4 wheel drive which added to the problem. I was only able to learn this by calling the towing company to confirm that the wheels were locked and he called Eric Nugent to find how they unlocked the wheels! The service technician was able to find the problem as the main battery cable to the starter was routed between the engine block and main mounting bracket supporting the front drive axle which squished the cable and in time vibration caused the outer protective cover and cable insulation to wear away shorting out the cable to the axle mounting bracket. When Jacob informed me of this I told him that had to be routed there at the RAM factory and he said no it wasn't someone else had to have done that and it would cost around $4 thousand something to replace that section of wiring harness or for $1300 they could splice in a short section of wire maybe 6 or 8 inches. Again I told him and also later told Eric that the wire had to have been routed there by the factory and asked him to check with RAM. If either of them had bothered to look up on their software the wiring schematic on my 2022 Ram 1500 Ecodiesel they would have discovered as I later found the wire was routed there by the factory along with 4 other wires wrapped in the same sheathing and secured to the engine block with 3 attachments. I told Jacob if he would see the truck is placed in neutral I would come get my pickup and have it repaired somewhere else. They did not leave the truck in neutral but assured me it was when they rolled it out to the parking lot. (So they were disengaging the transmission from park so they could move it but they placed it back in park so I couldn't move it and they wouldn't tell me how to disengage the electronic park transmission). Finally when I paid the 4 hours labor at $185 per hour they tacked on a shop supply fee which was never mentioned to me prior. I was then informed that I will be receiving a service survey and I needed to give them a positive review and if I didn't feel I could answer with a positive review to contact them first so they could discuss! I stand by this statement as being the whole truth and nothing but the truth!

Glenn Polk Chrysler Dodge Jeep Ram Fiat responded

Thank you, Randy, for sharing this. I’m glad to hear our team took great care of you and that Eric Lunde and Eric Nugent made the experience quick and friendly. We really appreciate the recommendation and look forward to helping you again whenever you need us.

Glenn Polk Chrysler Dodge Jeep Ram Fiat responded

Thank you, Jason. I appreciate you coming back to see us and I’m glad Frank and Elizabeth made the process smooth and straightforward for you again. It means a lot to have your continued trust. Enjoy that new ride!

Glenn Polk Chrysler Dodge Jeep Ram Fiat responded

Thank you for sharing this. I’m really glad to hear Jason Walker took such great care of you and kept everything smooth and responsive from start to finish. And I appreciate you mentioning Liz as well. She does an awesome job making that finance part feel comfortable and easy. We’re grateful for your recommendation and happy to have earned your trust. Enjoy the new ride and come see us anytime.

Glenn Polk Chrysler Dodge Jeep Ram Fiat responded

Thank you for sharing this. I’m really glad to hear our team took great care of you right from the moment you arrived. We appreciate you continuing to come back to us for your vehicle needs. Always happy to help keep you on the road and we’ll be ready when you need us again.

Glenn Polk Chrysler Dodge Jeep Ram Fiat responded

Thank you for sharing this. I’m really glad to hear Cobey took such good care of you throughout the process. He sets a high bar for customer service, and it means a lot to see that come through in your experience. We appreciate your trust and look forward to helping you again with future purchases and service.

Glenn Polk Chrysler Dodge Jeep Ram Fiat responded

Thank you for sharing this. I’m glad our service team got you right in and taken care of quickly. It’s great to hear we could handle the recall at the same time and save you a little money too. We appreciate you choosing us and look forward to seeing you again next time.

Glenn Polk Chrysler Dodge Jeep Ram Fiat responded

Thank you, Julie. I’m glad to hear Jason took good care of you and made everything quick and easy. We appreciate you sharing this and recommending us. Looking forward to helping you again down the road.

Glenn Polk Chrysler Dodge Jeep Ram Fiat responded

Thank you for sharing this. I’m really glad to hear our team continues to take great care of your vehicle. We work hard to make the service process easy and efficient, and it means a lot to know that comes through every time. We appreciate you trusting us and look forward to seeing you again.

Glenn Polk Chrysler Dodge Jeep Ram Fiat responded

Thank you, Shelby. I really appreciate you sharing this. I’m glad Tanner made the whole process feel easy and pressure-free for you. He’s a genuine guy who cares about people, and your words reflect exactly how he approaches his work. It means a lot to see that come through in your experience. Thank you for recommending him and choosing us for your new truck. Enjoy it, and we’ll be here anytime you need us.