Heritage Chrysler Dodge Jeep Ram Parkville - Service Center

Broken armrest nightmare I'm beyond words at this point. I've been broken & brought to tears!! Complete frustration!!!! The service department had my Pacifica for 30 business I'm beyond words at this point. I've been broken & brought to tears!! Complete frustration!!!! The service department had my Pacifica for 30 business hours! Over 3 & 1/2 days!!! My vehicle had 2 issues when I bought it. Drivers seat was scratched & rattling armrest! My van was dropped off on Tuesday at 11am for BOTH repairs. I called on Friday since I hadn't heard from the service department not once, about my car. I was told by Tommy "it will be done today". Not ONCE did he mention a part needed to be ordered, not ONCE did he mention only 1 of the 2 issues were going to be fixed after having my car for nearly 4 days!! I believe he didn't even realize a part needed to be ordered because at that point on Friday morning, I don't think he had even looked at the armrest. I then spoke to the GM at approximately 9:30am on Friday who he said he also spoke to Tommy & that my car would be done later in the day. At some point on Friday they knew a part needed to be ordered but neglected to let the customer know. If there was a problem with getting a part then SOMEONE should have called the customer!! Be proactive instead of reactive!! So it wasn't until my husband went to pick it up that we were told we would have to bring it back again. This will be the THIRD time my 4 month old van with just over 5,000 miles will be to the service department in less than a month, FOR THE SAME REASON!! The service department lacks CUSTOMER SERVICE & the GM before calling me & telling me it was going to be done should have personally walked to service & made sure of it! After all this is a mile one company, go the EXTRA MILE for your customer, it creates loyalty! More

Sales & service Bought a 2017 Dodge Ram in mid march, had a decent experience so much that at the end of march I went back & bought a Pacifica! I wanted light interio Bought a 2017 Dodge Ram in mid march, had a decent experience so much that at the end of march I went back & bought a Pacifica! I wanted light interior even though I had 4 children, so the dealership searched & searched for what I was looking for. My car was brought down from Frederick, md later in the day. I went to the dealership & test drove it. I was in love with it. I noticed 2 things wrong with it, there was a scratch in the leather on the drivers seat & the back drivers side armrest was rattling. I brought it to the attention of the saleman, Brian and Mitch the sales manager. They both said they would take care of it. I was clear that I didn't want the scratch repaired but I wanted it REPLACED! Well life got busy & of course the dealer wasn't in any rush to repair the armrest or replace my seat cover, so I finally called to the dealer in June because of the rattling of the armrest. I couldn't take the noise anymore. The car went in for service for almost 3 days & the armrest WASNT fixed & the scratch was REPAIRED! Can you imagine spray painting a seat to a car that was 3 months old. A car that the damage was identified the night it was bought!! I was livid! I called & spoke to the GM Brad who assured me he was going to take care of it. The seat cover finally came in & the car was scheduled for service. The car was dropped off at 11am on Tuesday morning & it's Friday at 8am & the service department isn't sure when the car will be completed! I was told by Brad that I would receive a dealer loaner since this was the second time I brought the car in for the same issue. I have a rental which doesn't hold a family of 6 (as I did in June) I'm paying $20 in insurance on each day ($60 in June & now $80 in July) and the service department doesn't know when the car will be done since the technician wasn't in when I called this morning! (I spoke to Tommy & was told they are backed up! Excuse me, but I've been waiting since March to have my car fixed. & this is the second time that u have had it). I'm not sure where the break down in communication is!! I feel that Im just getting the run around! It doesn't need to be this hard!! I will say of all the interaction I've had with the dealership, Brian Perry has tried to help anyway he can, and I understand his hands are tied! More

Room For Improvement-Service Advisor I felt like my car was rushed through this service. My service advisor, Dave Phelps had the appearance of lack of caring because he didn’t listen to m I felt like my car was rushed through this service. My service advisor, Dave Phelps had the appearance of lack of caring because he didn’t listen to my description of my car’s problem, nor did he pull up my vehicle history to see that I’m having a reoccurring problem. Now I have to bring my vehicle back because the job wasn’t done properly, because he didn't listen to the customer. He didn’t even make eye contact and continued to reiterate how busy they were that day. "You have to understand, we are busy here", as if my Jeep was an inconvenience that day. I find this troublesome because I purchased my car there over ten years ago and have only ever had it serviced there. I do not want this service advisor handing my vehicle again. More

my video recording of before & after are identicle I dropped my truck off at night ,took video of everything that was supposed to be dealt with, next night I pick it up ,everything the same , I made u I dropped my truck off at night ,took video of everything that was supposed to be dealt with, next night I pick it up ,everything the same , I made up a lie by saying you only rotated 2 front TIRES to try & catch them, well boy did they step right in that pile , proof of video at location @ drop off & pick up ,would change their whole story in a court of law . More