Hendrick Chrysler Dodge Jeep RAM

I made appt for Sat. My car was not even looked at. I live in Tuscaloosa which is why I made the appt for Saturday. Alan Caldwell was not friendly and seemed disintere My car was not even looked at. I live in Tuscaloosa which is why I made the appt for Saturday. Alan Caldwell was not friendly and seemed disinterested in understanding my situation. Now I have to come back to Birmingham to pick the car up. More

Everyone at dealership was friendly, we were greeted as soon as we came in and have been pleased with the experience here. soon as we came in and have been pleased with the experience here. More

Had a great experience buying our Jeep! Cody made sure that we were taken care of in every step of the way. Would definitely recommend checking them out! Cody made sure that we were taken care of in every step of the way. Would definitely recommend checking them out! More

Quickest easiest car buying experience I’ve ever had. Super pleased with my 2023 charger scat pack Desmond gray was extremely helpful and everyone there was very kind Super pleased with my 2023 charger scat pack Desmond gray was extremely helpful and everyone there was very kind More

I recently had a mixed experience, some good, some bad, with Hendrick’s Hoover Service. We had a light come on our 2020 Chrysler Pacifica for the Forward Collision System. My wife called and scheduled an a with Hendrick’s Hoover Service. We had a light come on our 2020 Chrysler Pacifica for the Forward Collision System. My wife called and scheduled an appointment. We received email confirmation and a phone call the day before confirming the appointment. Because of the timing of when the service department opened, we had to drop the van off the night before. So far, so good. The BAD: The morning of our appointment, with our car already at the dealership, Service Advisor James called to tell me that they had our van, and they usually try to look at appointments in a day in a half but they were running behind so it might be a couple of days before they can look at the van. I asked why the van wouldn’t be seen today, given that we had an appointment. James explained that this is standard procedure: Appointments get priority and typically get seen within a day and a half, although sometimes it’s 2 days. He said it can be 5 days or more for an unscheduled drop-off. This seemed very unusual to me. I am used to setting appointments with businesses, even if it is a few weeks out, and then getting service, or at least the start of service, on the day I scheduled the appointment for. I pause the story here to mention that when my wife called and scheduled the repair, she asked if she could be given a rental car since we have the Mopar Maximum Care Vehicle Protection Plan. She was told that a car can only be provided after the problem is diagnosed, which is reasonable, but if the car sits at the dealership for days before it can be diagnosed, we are still without a vehicle. Back to James. He said the appointment was just for an advisor, which makes absolutely no sense to me. Every dealer and repair facility I have gone to has someone to greet you out front, document your name, number, issue, and take your keys. I have never needed an appointment to speak to an advisor. While James was courteous, I was becoming frustrated so I asked James if I could speak to his manager. The BAD continued: Jack came on the phone and confirmed what James had said. He explained that they were short-staffed, which is understandable these days. However, I asked why I would be called and confirmed to come in the next day if they were so busy, they might not be able to get to me. The van was still drivable. I would have totally understood if Hendrick’s had called the day before and said, “Hey, can we schedule another day when we know we would be able to take a look at your car?”. Jack said I was supposed to be told of the possible delay on the confirmation call. I was not. Jack continued saying he had a very challenging job with part shortages and staffing shortages. Jack told me the other dealers in the area are as bad or even worse. Our other car is not a Chrysler, but I have not experienced delays in getting a car looked on the day of an appointment ever, that I can recall. In fact, when we last took our van to Hendrick’s last spring for a radio issue, my wife was provided a rental car as we would have expected for a multiday repair. There were no delays. I’m absolutely sure that the challenges Jack explained are real but I still disagree that I should be told to bring my car in on a given day and it be standard policy for it not to be looked at that day. But I didn’t want to waste any more of Jack’s time debating the topic. As we ended the call, Jack said he would try to work the van in. James called back in the afternoon. My complaint here is that when James called, the number he called from showed Unavailable in caller id instead Hendrick’s. So, I didn’t answer it and let it go to voice mail. Businesses these days should call people with a number that displays the business name in caller id, so customers know it is not a spam call. James didn’t leave any details in the voice mail so I called him back but it was a couple of hours later since I had some afternoon meetings. As it got closer to the 6PM closing time, I told my wife we should just drive up to Hendrick’s so we could get her the rental car from the Mopar Maximum Care Vehicle Protection Plan or just pick the van up if they haven’t looked at it. The GOOD: Jack did work in our van. James said they found a faulty cruise control controller and said a replacement would be in tomorrow. The BAD: James said he tried to call our house number but couldn’t leave a voice mail. However, he didn’t try any of the other phones that were listed in the Hendrick’s computer for us. So, it was a wasted trip for us. James called my cell phone on Friday morning, again with a number that did not show Hendrick’s caller id, so I didn’t answer it and it went to voice mail. The GOOD: In the voice mail, James said the van was ready. For good measure, he texted as well. So, when my wife got back from work with my car, we went to Hendrick to pick it up. The BAD: While waiting for the car to come around, James doubled down and reminded us that next time we have an appointment, that we should remember that it will take a day and a half to 2 days for the vehicle to be looked at. I was not pleased but knew debating at this point, on a Friday night at closing time, was pointless so I just let it go. When the van was brought to the front of the service department and my wife got in, ANOTHER warning light was on. It’s not good to give a customer a car back with a warning light on. She was told it was related to one of the two batteries. I had already left but she worked with someone (she didn’t catch his name but said he was well-dressed!) who worked on it for a few minutes. She said the word “charging” came on so they were hopefully the issue was resolved. I am not sure I would have been as optimistic, but it was closing time on a Friday night. Of course, Saturday morning, the light came back on while my wife was out, so she went back to Hendrick’s. She waited approximately 45 minutes on a business Saturday morning at the Service Center, which is understandable. At that point, they said the battery would need to be tested and it would take 45 minutes to 3 hours. So, I went and picked her up. We decided to stay in the area, hoping the van would be ready later in the day. The GOOD: My wife got a call in the afternoon (from a number with the Hendrick’s caller id). I was glad they were able to test the battery. The gentlemen (I believe it was Mike Farnham) told me the auxiliary battery needed to be replaced. I authorized the replacement. He said he would call back when the work was complete. As it got closer to 5PM, I knew the Service Center was closing so we headed that way. We got a call around 4:35PM, right was we were pulling into the parking lot that the van was ready. My wife said there was a thank you card in the van when she got it back from Mike Farnham. Mike thanked her for her business, and he asked that we leave a review. It is interesting to note that there was not a request for a review in the van on Friday when we picked it up. I will write a separate review for Mike's work. In the end, the actual cruise control controller repair was completed in a timely manner but, as I documented, there is some room for improvement. James and Jack were courteous, and I think they want to deliver the excellent service experience that I am sure Hendrick's wants. Perhaps there is a way they can get the help they need with personnel, policies, and/or procedures that will assist them with their jobs. As I rate the items below, I will rate the cost good since the Mopar Maximum Care Vehicle Protection Plan had a $100 deductible for the repair. More

My wife was picking up our Chrysler Pacifica from Hendrick's for another repair (reviewed separately) when we saw there was another warning light on. My wife worked with someone (she didn’t catch his Hendrick's for another repair (reviewed separately) when we saw there was another warning light on. My wife worked with someone (she didn’t catch his name but said he was well-dressed!) who worked on it for a few minutes. She said the word “charging” came on so they were hopefully the issue was resolved. I am not sure I would have been as optimistic, but it was closing time on a Friday night at the service center. Of course, Saturday morning, the light came back on while my wife was out, so she went back to Hendrick’s. She waited approximately 45 minutes on a business Saturday morning at the Service Center, which is understandable. At that point, they said the battery would need to be tested and it would take 45 minutes to 3 hours. So, I went and picked her up. We decided to stay in the area, hoping the van would be ready later in the day. My wife got a call in the afternoon (from a number with the Hendrick’s caller id). I was glad they were able to test the battery. The gentlemen (I believe it was Mike Farnham) told me the auxiliary battery needed to be replaced. I authorized the replacement. He said he would call back when the work was complete. As it got closer to 5PM, I knew the Service Center was closing so we headed that way. We got a call around 4:35PM, right was we were pulling into the parking lot that the van was ready. My wife said there was a thank you card in the van when she got it back from Mike Farnham. Mike thanked her for her business, and he asked that we leave a review. So, Mike Farnham got our van looked at, without an appointment, and repaired it on a busy Saturday. We got both of Mike’s calls since his calls showed Hendrick’s on the caller id. Only good feedback for Mike. Kudos to Mike! More

Douglas was a very friendly helpful and all around great salesman definitely satisfied customer and will come back salesman definitely satisfied customer and will come back More

Robert Hooks was awesome! ! I will definitely be doing more business with him and referring people to him. ! I will definitely be doing more business with him and referring people to him. More

Desmond Heath is a awesome salesman thanks a lot very a helpful seller made me feel a home helpful seller made me feel a home More

They are great at letting you know if you are going to have an issue with your vehicle. have an issue with your vehicle. More