Heritage Chrysler Dodge Jeep Ram Owings Mills - Service Center

I arrived for my 8:00 appointment for an oil change, and was greeted by a lady, Victor told her I got this one you have a call. I said who I was and about my appointment, he plugged in to downloaded my dat was greeted by a lady, Victor told her I got this one you have a call. I said who I was and about my appointment, he plugged in to downloaded my data for my oil change and tire rotation. I asked about how long it would be and he said about 90 minutes I said I really can't go any longer than that as I have a 10:00 meeting at work, he said don't worry I'll get you in and get you done. I said ok, Trusting him. So 9:30 passed and nothing, at 10:00 knowing I had already missed my meeting I went to Victor for an update, he informed me it would be 10-15 more minutes and some song about a garage door malfunction. I frustrated went outside for fresh air and walk around to discover my car had not even been started. So 10 minutes was clearly a lie. If they were that busy why make an appointment, and when I specifically told him I had a 10:00 meeting he should have said I think its best you reschedule. Instead, I forfeited 3 hours pay to get nothing done, I feel lied to and cheated, he led me to trust him when he said don't worry I believe the quote was "I'm the guy to get it done" when I said It couldn't be more than 90 minutes. Very disappointed, I left a message for the Service Manager to discuss and was told he would call me back that he was on the line, that was at around 10:45 its now 2:45 and I have heard nothing. I am disgusted in Heritage, after purchasing my car from them I can't believe they would disrespect me like this. More

Absolutely Horrible He is not a good manager at all. Poor customer service and a terrible attitude. Owings Mills Dodge will never get my service again. Unsatisfied! He is not a good manager at all. Poor customer service and a terrible attitude. Owings Mills Dodge will never get my service again. Unsatisfied! More

Mr. Clash is always attentive to the service I receive for my Durango. He's professional, courteous, competent and is an excellent asset to your company!!! for my Durango. He's professional, courteous, competent and is an excellent asset to your company!!! More

Overcharge for service I have been a customer of heritage since 1999, have purchased four vehicles from them. I bought my jeep Cherokee 2016 in August 20 16, and have 53550 I have been a customer of heritage since 1999, have purchased four vehicles from them. I bought my jeep Cherokee 2016 in August 20 16, and have 53550 miles on vehicle. My engine light came on and I took my jeep to be serviced. Parts were 139.75 and labor was 659.73. The manager told me they took off 200.00 .He told me he had to pay for overhead and mechanics and the people that moved cars ,the tea coffee and water customs used even though I told him that I had purchased four cars from them and always bought them back there for service. Oh my husband also takes his jeep for service there since 2008. The manager John told me that my advisor took too much money off and he would be talking to him. They had to change thermostat and add antifreeze, I just do not see price. Oh yeah I heard this jeep has this problem a lot. When Robert Rivenbark worked here he was excellent. More

Melissa is excellent .. She has dealt excellent service for me again.. I had an emergency .. I had to leave town however .. I needed service ASAP .. Melissa got it done for me again.. I had an emergency .. I had to leave town however .. I needed service ASAP .. Melissa got it done More

Recent Service So,12/20/2019 I brought my GC in for a lot of work.Coolant exchange,thermostat replacement, transmission fluid change(not sure why as it’s usually goo So,12/20/2019 I brought my GC in for a lot of work.Coolant exchange,thermostat replacement, transmission fluid change(not sure why as it’s usually good for 100k,my vehicle only has 42k) and transfer case fluid exchange,already had brake fluid changed and flushed my last visit. Anyhoo,arrived at 7.30 am,my appointment time,only one Service Adviser there,Mo.He has a bright and friendly outgoing personality which really set a good start to my experience.(Wayyyyyyyyyyyy different from my last visit to attempt to buy my 16th vehicle,suffice to say,Russell Troxell was AWESOME yet the total lack of follow up from managers meant Criswell Jeep benefited from my $38k for the new Jeep she now owns).........anyway,back on track............as always,the Service Dept,albeit a lot of new faces, seem to do a great job.I am THAT owner that waits for their vehicle and expected to be there along time for what I needed done. Arrived at 7.30am left at 11am so was very pleased that,as always Service Dept was very efficient.Thats why our vehicles ONLY get serviced here.Would like to have purchased my wife’s latest vehicle here but on this occasion it wasn’t meant to be,I guess. What I WOULD advise people to do due to the amount of electronics in vehicles these days,if and only IF it is within your budget,consider the MOPAR MaxCare Warranty Plan to protect your investment.You don’t need to buy it from the Dealership if you don’t want to,can buy it online and opt for payment for it if you want.Has saved me a bundle with my wife’s cars over the years.(she is hard on her vehicles as she expects a Jeep to perform AS a Jeep!!! More

I tried to meet with a Melissa’s talk about some experiences and was burgled to hear that she could care less by stating “we are humans and make mistakes or that I do not have to come to Heritage bu experiences and was burgled to hear that she could care less by stating “we are humans and make mistakes or that I do not have to come to Heritage but are welcome to go somewhere else . Customer loyalty of the past 12+ year means absolutely nothing to her . Don’t waist your time talking to her . I am still debating to escalate her care less attitude to Chrysler and executive offices More

CUSTOMER SERVICE IS HORRIBLE!! I HAD AN APPT FOR 730AM TUES. NEVER RECIEVED AN UPDATE ON MY VEHICLE. I CALLED MO AT 1130 AND I WAS INFORMED THAT MY VEHICLE WOULDNT BE WORKED ON UNTI I HAD AN APPT FOR 730AM TUES. NEVER RECIEVED AN UPDATE ON MY VEHICLE. I CALLED MO AT 1130 AND I WAS INFORMED THAT MY VEHICLE WOULDNT BE WORKED ON UNTIL THAT NIGHT. I EXPLAINED THAT I HAD TO WORK AT 2PM AND WAS NEVER OFFERED A LOANER CAR AND WAS TOLD HE WOULD CALL ME BACK WITH AN UPDATE I NEVER GOT A CALL I CALLED THE NEXT MORNING AT 730AM. MO STILL DIDNT HAVE ANY INFORMATION FOR ME. I TOLD HIM THE CUSTOMER SERVICE SUCKED HE STATED IT WASNT CUSTOMER SERVICE AND MY CHIEF COMPLAINT IS GETTING MY CAR REPAIRED. AND THAT THE VEHICLES ARE SERVICED ON A FIRST COME FIRST SERVE BASIS AND I TOLD HIM MY VEHICLE HAD NOW BEEN THERE FOR 24HRS. I NEVER HEARD OF A SERVICE DEPT WORKING ON YOUR CAR FIRST COME FIRST SERVE. WHAT IS THE PURPOSE OF HAVING AN APPOINTMENT IF I HAD TO WAIT 24 HRS AND HE STILL HAD NOTHING TO TELL ME ABOUT MY VEHICLE. I TOLD HIM I COULD HAVE BOUGHT MY CAR THERE ON WENSDAY AND HE TOLD MY I WOULD HAVE LOST MY PLACE IN LINE. IF I AM A CUSTOMER AND RECEIVING SERVICE FROM THIS BUSINESS AND HE IS MY CONTACT WHAT EXACTLY IS CUSTOMER SERVICE? AFTER ASKING FOR THE MANAGERS INFO MY CAR WAS AT THIS DEALER FOR 4 DAYS. I WAS NEVER OFFERED A LOANER CAR AFTER EXPLAINING THAT I DID NOT HAVE A VEHICLE TO GET BACK AND FORTH TO WORK AND I HAD AN EXTENDED WARRANTY THAT COVERED LOANER CARS. EVEN WITHOUT A WARRANTY IF YOU EXPECTED TO KEEP MY CAR FOR AN EXTENDED PERIOD OF TIME OR YOU KNOW YOU ARENT EVEN GOING TO LOOK AT A CAR THAT SAME DAY BECAUSE YOU ARE OVERBOOKED SHOULDNT I BE OFFERED A LOANER? I WILL NEVER GO BACK TO THIS DEALERSHIP AGAIN OR RECOMMEND THIS SERVICE DEPARTMENT TO ANYONE. IT'S EXTREMELY HARD TO GET IN CONTACT WITH ANYONE. SO MO ACTUALLY GAVE ME HIS CELL PHONE NUMBER. WHEN I BOUGHT MY CAR THERE TONY CHECKED MY CAR IN AND SHOWED ME HIS COMPUTER SCREEN TO SHOW HOW MANY CARS WERE SCHEDULED FOR THAT ONE DAY I BELIEVE THEY WERE OVER 15-20 CARS OVERBOOKED FOR A TOTAL OF 43 FOR THE DAY. HE STATED THE CUSTOMER SERVICE CENTER THAT SCHEDULES THE APPTS DOES THIS CALL THE TIME. SO AT ANYTIME THIS CAN BE YOU WAITING DAYS TO HAVE YOUR CAR SERVICED DUE TO POOR SCHEDULING AND POOR SERVICE AGENTS. I HAD A HEATING ISSUE WHICH WAS COVERED UNDER MY EXTENDED WARRANTY IT WAS SOME PUSH BACK ON THEM COVERING WHAT WAS RECOMMEND BY THIS DEALER. ALSO TRANSMISSION ISSUE WHICH WAS COVERED UNDER POWERTRAIN. ONCE THE WARRANTY COMPANY AGREED TO COVER ALL PARTS THAT WERE RECOMMENDED MO ADVISED ME THAT HE STILL NEEDED TO KEEP MY CAR FOR ANOTHER DAY. STILL NO OFFER OF LOANER. OVER ALL EXPERIENCE WAS HORRIBLE. More

Poor service Terrible experience and service. I made an appointment for 8 AM today and informed both the individual on the phone and the service rep that I would Terrible experience and service. I made an appointment for 8 AM today and informed both the individual on the phone and the service rep that I would be waiting for the vehicle. After 3 hours of waiting I was unable to locate my service rep and discovered that my Jeep had not been touched from somebody identifying themselves as a manager. I was told that my appointment was with the service rep and there was no scheduled time to have a technician look at it and she didn’t know when and if they would get to it. I also learned that my service rep was in training and my service was not reassigned to someone else. Very poor customer service. I’ve purchased several vehicles here over the years. They have lost both my sales and maintenance business. More

Friendly Personality I showed up to the express lane and was greeted with a warm and inviting personality. For having a 10 car line back up in the service department, bein I showed up to the express lane and was greeted with a warm and inviting personality. For having a 10 car line back up in the service department, being understaffed, and overbooked that day, Melissa didn't show me any less treatment, rush me or attitude. She was polite, friendly to deal with, and efficient at getting to my requests. She got me a rental car cause my vehicle was in for a recall. The only negative experience I had was one of the requests was to lube the front driveshaft. When I came to pick up the vehicle, the foreman noted on the ticket that the front driveshaft didn't have a grease fitting in which they are unable to lubricate. I was able to find it on the vehicle, I was able to find a demonstration on you tube and there is even a sticker under the hood about lubricating the front driveshaft. That's no reflection on Melissa, but it is a reflection on the service department as a whole. More