Greenway Dodge Chrysler Jeep

Email sent to their LT team: I would like to share with you our recent experience with your Orlando Greenway Service Center (9051 E. Colonial Drive). We booked an appointment for January 2, 2023, to have o you our recent experience with your Orlando Greenway Service Center (9051 E. Colonial Drive). We booked an appointment for January 2, 2023, to have our 2018 Ram checked as it was presenting extensive vibration in the middle console when driving 60 + mph. Prior to taking the truck in, we had already changed 2 bended rims (this is how we bought the truck from Greenway), balanced our tires, and had a wheel alignment. · 1/2/23 o A full inspection was conducted, and we received a call stating that the tires required a road force balance (this was around mid-afternoon; the truck was dropped off at 7:30am). § We decided to go in to speak to Henry Diaz (Service Advisor) in person, because we believed the issue were not the tires. Once we arrived, he stated that the road force balance could not be performed, because the Service Tech Manager looked at the tires and said that the balance wouldn’t do, and that we just needed 4 new tires. After a lengthy discussion with Henry and us sharing that we truly thought the tires were not the issue (during this conversation, we were told that a full inspection was conducted and there is absolutely nothing wrong with our truck; we just needed new tires), we agreed to buy the 4 new tires from you. It was concluded that the tires would need to be ordered the next morning and that he would call us once they had arrived. · There are several things that I would like to call out from that day’s experience: o Did our truck really need to be in the shop for such a long period of time to diagnose it, and to give us a call with your proposed resolution? What’s the purpose of making an appointment, likely be charge by hours of labor, yet keep our truck longer than needed? o Why did your story change from 1st our tires needing a road force balance to then needing 4 brand new tires? § There is a clear lack of communication amongst your service techs and your advisors as you are not getting your stories straight. You cannot go around telling your customer that the issue is something and then say its something else. · The gap in communication is a known issue as it was acknowledged by both Brian Lorant & George Uvalle. o We never declined the road force balance but were rather advised that you wouldn’t perform it because new tires were needed. § Henry documented in the record that we declined, which is not true. · 1/3/23 o We call in around noon to check on the status of the ordered tires. Henry advised that they had arrived, and that we could take the truck in at any time. We decided to drop it off the following day. § If the tires had already arrived, why weren’t we called as originally agreed upon? · 1/4/23 o The truck is dropped off at 8:30 am to have the 4 new tires installed. § Around 10:25 am, we receive a text from Henry asking if the wheel alignment should be performed, because it was needed. We replied, yes. · 4:30ish pm comes around, and we haven’t heard back on the status of our truck, so we begin calling. Called multiple times with no response. The one time that the call was picked up we are told that the Service Center closes at 5:30pm (it was already passed 5:30pm at that point). My husband decides to go in person (because we knew you all close at 7:00pm). As soon as my husband arrives, he is told that the truck is all done. Tires are changed, and that seal-drive pinion was replaced. o There are several things that I would like to call out yet again: § Does it really take over 8 hours to change 4 tires and conduct a wheel alignment? § Why didn’t we receive any updates from Henry once the job was done? § Why is it that during the 1/2/23 inspection you didn’t catch the seal-drive pinion leak that you caught on 1/4/23? · We never reported this leak; it was discovered by your Service team when servicing our truck. o Your records state that we reported it, which is not true. § Is there a reason why your own employees don’t know your hours of operation? § Why is it that if after calling multiple times from the same phone number calls are ignored, yet, when you call from another number the call is picked up? · This seems to be an known issue, because when conversing with Brian Lorant & George Uvalle, both acknowledged there are issues there. · The truck stayed overnight at the Service Center. o Personal decision as my husband couldn’t drive both cars. · 1/5/23 o We arrive around 8:30 am, asked for the paperwork (documents from 1/2/23 & 1/4/23) and to speak to a manager. We are introduced to Brian Lorant (as noted earlier there were some things discussed that were acknowledged during our conversation (will not repeat to avoid redundancy)). Shared our experience and concluded that we wanted the 4 new tires to be removed and for the old ones to be placed back to our truck. At that point, we couldn’t trust your word as the story had changed 3 times. Our conversation escalated, and we landed in George Uvalle’s office. o There are several things that I would like to call out yet again: § While we asked for the paperwork early in the day, it was never provided. § Brian Lorant needs some serious training on how to treat customers and how to de-escalate situations. More importantly, he needs to learn to not be disrespectful to his customers. · Never during our conversation did I raise my voice, cursed, or acted in a manner that was necessary for him to literally throw his business card at me when requested. § When asked, what can I do to make this situation better, my initial ask was remove the new tires and place the old ones back. The response was, let us check if the tires are there, and leave the truck, so we can work on it. We asked, how long is it going to take, we’ve already lost 2 days and are bound to lose another day today (time is money)? The response was, at a minimum 2 hours. o We are introduced to George Uvalle, shared our story again, and in the end, he acknowledges that there are lessons learned for his team, and apologizes for things. § Meanwhile, the 4 old tires are being put back in (took about 1 ½ hours). Henry comes back and says the truck is ready, we asked about the wheel alignment, and find out that it was never done on 1/4/23. Once again, we must wait for the alignment to be completed. Finally, when the truck is handed over to us there is a tire check warning sensor still on. We ask the tech to ensure it’s addressed as we are not willing to take the truck out until all issues are addressed. · Tech drives the truck for about 20 minutes, suddenly comes back, and drives into the shop once again. o Takes another 45 minutes to put air in the tires. § We finally take the truck. o About an hour or so later, we are yet again back at the Service Center because another sensor, ESC, has come on, the truck is taken back to the shop. · 1/6/23 o Per your recommendation, we installed the same tires you suggested with an outside vendor. · 1/7/23 o We brought the truck back-in because it’s still swerving to the right, yet, you had conducted a wheel alignment. § Once again, the truck spends the entire day in the shop, and we are told that the issue was just that one of the tires needed more air (even though, the tires have a sensor, and it wasn’t on). · We drive the truck out, and the issue persists, so we bring it back in and it stays in the shop (1/8). o I’ll also add that, we asked for a wheel alignment print out to confirm the work that was done, and the response was that the printout was not available. Henry just sent a picture via email that doesn’t confirm the work that was performed nor proof that it was our truck. · 1/9/23 o We called multiple times with no response, so drive back to the Service Center, and the response again is … everything is good. We once again asked that someone does a test drive with us, because we followed your guidance, bought 4 new tires, and aligned the truck, yet we are still in the same place as when we brought it in a week before. Vibration is still there and it’s swerving to the right. § Finally, you listen to our original request, and Anthony goes on a test drive with my husband and confirms that he agrees with what we’ve been saying all along. · Truck is back in the shop, but in the end, you then state that a rim is bended, and that is what is causing the vibration, and that the swerving to the right is normal. In other words, our truck came out the same exact way as when it came in except for making us spend over $900 on tires that weren’t necessarily needed at that point, because that did not solve our problem. I know this is a lengthy synopsis of our experience, but I believe it is important for us to share as there are several issues your Service Center needs to address and would love to hear that action steps will be taken to address by the respective teams. It is a shame that we no longer have the desire to ever do any type of business with your company because of our recent experience (even though, we have a warranty and live close by). There is a clear lack of knowledge from your tech team, lack of communication from your techs & advisors, lack of customer service skills and de-escalation techniques, and most sadly, deceiving practices (saying customers declined or reported things when those are clearly not true). While we appreciated George’s acknowledgement of the gaps and apologized to us initially, to still have five more issues (wheel alignment not being performed, being handed back the truck with a warning sensor, having to come back yet again, because the ECS sensor came on, persistent vibration & swerving to the right) after that discussion is disconcerting. The fact that your team works through process of elimination and expect for customers to trust their words is baffling after so much back and forth. Again, in the end, we are still stuck with the same initial issues we reported, and no accountability from your Service Department team. More

We leased our Jeep Wrangler from Greenway in 2018. They were great to help us, so when the lease was up we went back to check our options. We decided to purchase our Jeep and their staff was very acc They were great to help us, so when the lease was up we went back to check our options. We decided to purchase our Jeep and their staff was very accommodating. Highly recommend them for your needs. More

Do not do business with them. Slow rolled me for 6 months on warranty work that was approved in August and allegedly denied in December. I have lived in Central Fl for 7 decades Slow rolled me for 6 months on warranty work that was approved in August and allegedly denied in December. I have lived in Central Fl for 7 decades and will NEVER go to them again. Absolutely the worst and most deceitful experience ever! Too bad this Customer Satisfaction tool doesn’t allow negative ratings More

I was Refused a copy of my online application and to Review my application for accuracy by Zachary London. He also advised the denial was due to security reasons he could not provide. He then Provided Review my application for accuracy by Zachary London. He also advised the denial was due to security reasons he could not provide. He then Provided me a blank paper application to complete and also showed me a blank online application to review. I read the disclosures online and nowhere did it states I am not permitted to review or receive a copy of what my source data information was imputed on. My concern and reason for the request was to ensure I imputed my data correct because I was asked if I had a repossession and then advised there was none listed on my credit report so at that point I’m concern of accuracy. My experience was Very unprofessional for a consumer credit transaction and this Finance Manager is a Liar. More

I am so pleased with my Jeep Compass and the professionalism Jay had through out the process he made the normal all day at the car dealership a lot less painful. I would highly recommend him to professionalism Jay had through out the process he made the normal all day at the car dealership a lot less painful. I would highly recommend him to family and friends Jay at Greenway definitely made my end of the year great. More

Tyrone is absolutely truly Amazing! Honestly he is… I have been so blessed to have him as my sales person… I just purchased a beautiful Sarah Jeep 2023. The whole business transaction, Honestly he is… I have been so blessed to have him as my sales person… I just purchased a beautiful Sarah Jeep 2023. The whole business transaction, he was caring… he smiled…he was personal ….he’s not pushy….listen to your concerns/need and works w you and than BAM he delivers! I highly recommend Tyrone to anyone in the community in search of a new jeep! He has genuine qualities that we have forgotten and the car industry has lost thru the years…and that is VALUE and RESPECT for All customers no matter what gender… and I can say genuinely… Tyrone exemplifies those qualities! Thank you Tyrone for my Christmas Present! More

Excellent , profesional and the personal was very respectfully . Great people and very profesional to deal. respectfully . Great people and very profesional to deal. More

Absolute CRIMINALS ON TRADE IN VALUES! Salesman tried to undercut cost of trade in by $7000 dollars. Salesman tried to undercut cost of trade in by $7000 dollars. More

One of the best dealerships in Orlando. Scott Mason is one of the best.salesman. Very knowledgeable about the vehicles. This is the second vehicle bought from Greenway Dodge. Scott Mason is one of the best.salesman. Very knowledgeable about the vehicles. This is the second vehicle bought from Greenway Dodge. More

Michael made my new purchase a breeze and was exceptional as well as detailed on all aspects. I highly recommend him and Greenway for your new or used car or truck. I am sure to be happy in my new Rocky Ri as well as detailed on all aspects. I highly recommend him and Greenway for your new or used car or truck. I am sure to be happy in my new Rocky Ridge Ram 1500 4x4 More