Jones Chrysler Dodge Jeep - Service Center

Mary at Jones jeep in savannah tn is the best. She made everything so easy. She explained everything to me step by step with no rush or pressure. everything so easy. She explained everything to me step by step with no rush or pressure. More

Just plain awful!!!!! Customer service is dead, at least at Jones Motors. In 2016, I decide that my dream truck is a silver Ram 2500 Laramie Longhorn. This time I am going Customer service is dead, at least at Jones Motors. In 2016, I decide that my dream truck is a silver Ram 2500 Laramie Longhorn. This time I am going all out and getting exactly what I want. I drive a few trucks at Jones Chrysler in Savannah, TN and have a good rapport with the salesman. I explain to him that I am going to buy a truck, that I know what I want, that I want to have a positive experience and don’t respond to the high pressure sales pitch. He appreciates and understands my honesty. After some deliberation, I decide exactly what I want and set him to finding it. One is located in another state, we do the paperwork and they send for it. We do the deal, I trade in my `04 Chevy and I drive home happy. Fast forward to April 2019 when I started having the first trouble with my dream truck. The tailgate won’t open. After living with it for a month because I really needed it to pull trailers and finish moving, I decide to take it in and let them do several recall fixes at the same time. It took three weeks just to get an appointment, which was Thursday, May 2nd. I was told that it would be a half day’s work and that the tailgate recall would fix my problem. I dropped it off the night before so they would have it first thing Thursday. That afternoon came and went. As did Friday. Monday I drive up there only to find out the recalls aren’t even done yet. I ask the counter person when it would be done and he just stares at me. I ask again and he goes to ask the lead technician, who gives him a shrug that said to me, “I don’t know or care”. All that was left was to put two little tack welds on the drag link jam nuts. A five minute job, which took three more days. It was the end of the week when I found it the truck was done. Which, mind you, requires me to call Jones. I go to pick up the truck and the tailgate is not fixed. I go back in very upset, complaining to the lady behind the service counter. I did not realize the guy standing next to her was the service manager, Brandon Burris, who never even looked in my direction, much less try to please his disgusted customer. Because I have a retractable bed cover that they did not know how to operate, I believe the technician lied when he said he did the tailgate recall, because there was no way to open it to access its inner workings. Another week goes by and it’s supposedly done. I go back, once again, to pick up my truck. I pull up and immediately notice something is wrong, the rear end is sitting very low. I go in, sign off, get my key and go to leave. A message pops up to service the rear air suspension immediately and the rear air bags are unresponsive. I go back inside, the technician comes out and messes with the diagnostic tool for an hour while I watch. No luck. I leave the truck once again. Two more weeks go by with no resolution. During this time I find out the first technician, who I believe is the one that caused the issue with the rear air suspension, was fired. Later I engage the service manager Brandon Burris, who has still not offered so much as an apology and can only reply with “I understand”, who decides to get defensive, argumentative and downright combative. I find the general manager. I explain the situation and it is only at this time, one month into this debacle, that a loaner vehicle is offered. I am once again assured that my truck will be fixed in the next week. It wasn’t. I called Chrysler to file a complaint and that process beings. That week came and went and the only communication I received was from the sales staff wanting to take my loaner for a customer test drive. Over and over again, I’m assured that the problem will be fixed and am disappointed over and over again. During this time I dropped by to see what was going on to find my truck in the service area with no one working on it and the windows down. If you know anything about mechanic’s shops, you know a vehicle will fill up with shop dust in no time flat. I roll the windows up and leave. TEN WEEKS into this mess the problem is finally resolved. I finally go in to pick up my truck and I find scratches that were obviously caused by a painted body part leaning up against the blue floor lift. They want me to go ahead and take the truck home but call later to schedule with the body shop to fix the scratches. I have my truck back for less than a month and all is well, until I go out to hitch up my trailer and leave with it and it won’t start. I call Jones, let them know what’s going on and ask them to tow the truck in, fix what’s going on with it and the scratches too. It takes a week to decide it’s the batteries and they wait a couple more days to get warranty approval before even putting new batteries in to see if it fixes the problem. On Tuesday 8/13 I am notified that the problem is fixed, the new batteries are in and the truck is going to the body shop. On Thursday afternoon after business hours the truck is still sitting there, the scratches are not fixed and I am returning tomorrow to retrieve this vehicle I have $85,000 invested in and will have the scratches fixed at my own expense. Truck sat on the lot for three days when it was supposed to go to the body shop and "get fixed in one day". Another lie by Jones. I picked it up and expressed my severe disgust with the counter guy, who was supposed to call me back the following Monday. It has been two months since I posted this review on THEIR Facebook page and no one from Jones has ever contacted me. Why? Because Jones simply does not care about its customers and the service department is utterly incompetent. All they care about is extorting money from Chrysler. Through this whole nightmare, I have been lied to repeatedly. Given the run around and probably only received a handful of phone calls from Jones. 90% of the time I had to call them or drive to the dealership only to have the story change. Chrysler has bent over backwards to make things right but I have yet to hear a word from the Jones dealership. This has been the absolute WORST experience I have ever had with a product of ANY kind. The truck is awesome but the dealership is awful. More