National Dodge Chrysler Jeep Ram

National Dodge Chrysler Jeep Ram responded

Thank you for the 5-star review! We're thrilled to hear that your vehicle was completed on time and looks great. It's always a pleasure working with you, and we appreciate your continued trust in National Automotive Group. Let us know if you need anything in the future!

National Dodge Chrysler Jeep Ram responded

Thank you for your detailed response. We understand your concerns and will address them respectfully. First, regarding your initial statement about nitrogen in tires: While opinions vary, we believe in offering services like nitrogen fills because some customers see value in them, particularly for tire longevity and consistent pressure. Additional items like paint protection, rust proofing, and fabric protection, these are standard offerings at many dealerships to enhance the longevity and quality of the vehicle. Our goal is to provide options that customers may find beneficial, and we are transparent about their inclusion in the price. It's worth noting that every dealership operates differently, and while our prices and add-ons may not align with your preferences, they are competitive within the industry. Regarding your comments on doc fees, as stated previously, these are standard across all dealerships, with some higher and some lower. Ours are competitive with local averages, and we ensure transparency in all costs associated with a purchase. Every customer is provided with clear documentation, so there are no surprises. Finally, regarding the tone of your response: We chose not to address personal insults toward our team as we found them unproductive and not reflective of the constructive feedback we value. Our staff works diligently to provide exceptional service, and we stand by their professionalism. We understand that not every dealership suits every customer, and you are, of course, free to take your business elsewhere. However, we kindly ask that you refrain from making unfounded accusations or slander. We strive for fairness and transparency, and we wish you the best in your future car-buying experiences. Thank you for sharing your perspective.

vmgseb responded

Yeah the character reference not well stated. Let the readers decide how well you addressed the concerns raised and I'm not the only one pointing out the added options issue. Just Google. Yelp etc. Simple answer - get rid of them ...

National Dodge Chrysler Jeep Ram responded

Thank you for your detailed feedback, and we sincerely apologize for the frustrations you experienced during the repair process. At National Dodge Chrysler Jeep Ram, we aim to provide transparent, professional service, and it’s clear we fell short of those expectations in your case. We appreciate the opportunity to address your concerns and clarify what happened. We received your vehicle from Gerber Body Shop on August 14, under the assumption it was a no-start issue related to rodent damage. Initially, we worked closely with Gerber and USAA for over a month to get approval for the ABS module and wiring harness, which were deemed necessary for the repair. Approval was received on September 13, and we ordered the ABS module, which was unfortunately on national backorder. After weeks of searching, we sourced the part from another dealer in October, allowing us to proceed with repairs more quickly than waiting for the original part, which is still on national backorder. The part that we order for you is still yet to come in and is showing a possible eta of February 2025. We acknowledge that communication during this process could have been much better. The technician who originally handled your vehicle went on medical leave, and the transition to a new technician led to oversights, including the fog lights and battery cover. These issues were not initially addressed with USAA, as the focus was on the no-start complaint reported by Gerber. To make it right, we repaired the fog light and its wiring harness at no additional charge to you. We understand how frustrating it must have been to repeatedly hear conflicting updates and make trips to the dealership for incomplete repairs. Please know that our intentions were never to mislead or deceive. We were working diligently to resolve the issues and even sourced parts from alternative suppliers to expedite the process. However, the delays and miscommunications were unacceptable, and we take full responsibility for them. We deeply value your feedback, as it helps us improve and ensure these situations are handled more effectively in the future. If there’s anything further we can do to make amends or assist you, please don’t hesitate to reach out. Thank you for your patience throughout this challenging process, and we sincerely hope to restore your trust in us.

James_K responded

Thank you for the detailed response. I was aware of the steps conducted during the repair process, as stated in order within my review, but not in that much detail thanks to the lack of communication from the service department. There are, however, a couple of things that I don’t feel were represented correctly in your response regarding how the process went. I failed to include the detail that since my truck was towed in from Gerber that it had the name “Gerber” assigned to it which made it difficult to find for the service department when I would call for updates. I repeatedly asked Darrell to switch the name on the ticket from Gerber to my name, a process that turned out to be pretty simple, but took him several months to do for some reason. I am not sure if by technician you mean the actual mechanic, or the service advisor assigned to my truck, but I was never informed of anyone being on medical leave and having to switch from one person to another. The switch between service advisors came from my visit to the service manager informing him that Darrell would no longer be the advisor handling my vehicle due to a lack of trust. I was told then in his office that it would be reassigned, and he would personally call me to talk over the plan going forward, but unfortunately that never happened. Finally, you mentioned “to make it right” the work to the fog light was done at no additional charge, yet the dealership was prepared to let me drive away without the parts/services that were paid for. I was confused when I identified the lack of battery cover installed in my vehicle and the fog light dangling, because the service department was talking about reaching back out to my insurance company for more money, even though I had just paid out the remainder of the invoice specifically including the battery cover at a marked-up rate. This was the point when I reached out to people in higher positions like the dealer principal and executive managers. While I appreciate the response and attempt to clarify the shortfalls of the company, I don’t appreciate the lack of personal accountability within the service department. There seems to be an excuse tied to each issue I encountered that doesn’t include accountability of the employee responsible, and it leads me to believe that this is a department who doesn’t value honesty or integrity in the workplace, contrary to what your statement says on the National website.

National Dodge Chrysler Jeep Ram responded

Thank you so much for your loyalty and for sharing your wonderful experience with us! We're thrilled to have helped you with not just one, but two vehicle purchases. It’s fantastic to hear that our pricing, vehicles, and sales service have met your expectations. We truly appreciate your support and look forward to serving you again in the future. Enjoy your new vehicle!

National Dodge Chrysler Jeep Ram responded

Thank you for your fantastic 5-star review! We’re delighted to hear that you had an amazing experience with our team and that you found our staff to be professional and helpful. Your recommendation means a lot to us, and we’re grateful for your kind words. We look forward to serving you again in the future!

National Dodge Chrysler Jeep Ram responded

Thank you so much for your 5-star review! We're thrilled to hear that you had a professional and pressure-free experience with us. Our team takes pride in listening to our customers and helping them find exactly what they need, and we're glad that came through during your visit. If you ever need anything else, feel free to reach out. We appreciate your support and look forward to assisting you again in the future!

National Dodge Chrysler Jeep Ram responded

Thank you so much for your wonderful 5-star review! We are thrilled to hear that your experience with us has remained consistently positive over the years, from sales to finance and service. It’s always great to welcome back customers like you and your family, and we’re glad that you enjoyed your recent purchases of the Dodge Charger and Durango. We truly appreciate your loyalty and kind words. If there’s anything else we can do for you, please don’t hesitate to reach out. Thank you for choosing National Automotive Group again, and we look forward to seeing you next time!