Nielsen Dodge Chrysler Jeep Ram - Service Center

I’ve been coming to this service center for the past 13 years to get all of my vehicle’s service done, even though there is a Jeep dealership in my town. I chose to come here because I purchased my Jeep fr years to get all of my vehicle’s service done, even though there is a Jeep dealership in my town. I chose to come here because I purchased my Jeep from this location, and the service center has always been communicative and efficient in the past. However, this visit has been by far the worst experience I’ve had. I made an appointment to drop off my car on December 2nd. By December 12th, the diagnostic was complete, and the necessary warranty repairs were approved. On December 19th, I called to check the status of the repair. I was told that my service advisor, Jessica, was away from her desk and would call me back — but she never did. I finally got in touch with her on December 27th. She informed me that the part had been ordered but had not yet arrived. I called again on January 2nd and was once again told Jessica was away from her desk. I was assured I would receive a call back, but I never did. On January 13th, I called again. Dana, the receptionist, said Jessica was assisting another customer but would call me after checking with the technician. No call came. On January 14th, I asked to speak with a manager, but he was unavailable. Later that day, I received a text from Jessica stating that the part was expected to arrive on January 15th and that she hoped to have the vehicle ready by the end of the week. On January 21st, Jessica texted me with an update that the part’s ETA had been pushed back. By February 2nd — now two months since I dropped off my car — I reached out again. Jessica informed me that the part had been discontinued, and they needed to order it from another source. On February 4th, I called Roland, the service manager, and left a message requesting a callback. When I finally spoke with him, he explained that they ordered the part from their vintage supplier, and it was expected to arrive the following week. On February 11th, I was told the part had arrived and would be installed. Then, on February 25th, I was informed the work was complete — only to find out the part they ordered was the wrong one. Even worse, the parts they actually needed were unavailable everywhere. The parts I had been waiting for since December 12th — the ones I was repeatedly told were “on the way” — were discontinued and could not be sourced. Jessica then referred me to contact Stellantis directly to dispute the matter with them. The only time I received clear and informative answers was when I spoke with Roland. Communicating with Jessica — mostly via text, as she often wouldn’t answer calls or return messages — was dismissive at best. I rarely received updates unless I proactively reached out over the course of three months. I’ve had many positive experiences with other service advisors at Warnock/Nielsen over the past 13 years, but the lack of communication and transparency during this visit has made me reconsider returning. Why did it take 52 days to discover the first part was unavailable? Why was another part ordered — only to find out it was the wrong one — while the other necessary repairs were completed without informing me that the correct part for another repair was never coming? I understand that my car is older, but it shouldn’t take nearly three months for the parts department or service advisor to realize the part was unavailable. This experience has been deeply frustrating, and I expected better. More

EXCELLENT SERVICE DEPARTMENT ! ! Would recommend them to all my friends and family !!! Very friendly and knowledgeable !! Thanks so much for an AMAZING & EXCELLENT EXPERIENCE ! Would recommend them to all my friends and family !!! Very friendly and knowledgeable !! Thanks so much for an AMAZING & EXCELLENT EXPERIENCE !!! More

I feel I'm taken care of perfectly and my car as well. I will continue to get my car serviced there all the time. I will continue to get my car serviced there all the time. More

Very excellent service quick and easy. Customer service is above and beyond.Been coming here for years Customer service is above and beyond.Been coming here for years More

Cash was stolen from my vehicle at Nielsen East Hanover service dept. Car was dropped off for a recall which took many weeks to book appointment. Recall supposed to be 15 minutes to two hours Truck was service dept. Car was dropped off for a recall which took many weeks to book appointment. Recall supposed to be 15 minutes to two hours Truck was there for 8 hours upon pick up noticed small amount of cash stolen from vehicle Called manager Roland to have record that his employees steal from customers vehicles. Beware of this dealership. Roland seemed confidant it wasnt his workers. I guess there is a ghost at Nielsen who robs the cars contents while there for service. Pathetic that employees arent vetted better or supervised closer. BEWARE!! More

Excellent service. The were very responsive to my situation. Resolved it virtually immediately Would recommend them to everyone The were very responsive to my situation. Resolved it virtually immediately Would recommend them to everyone More

Service was excellent as it always is. I purchased two jeeps from Nielsen, will always have them serviced at Nielsen. Staff are always professional. I purchased two jeeps from Nielsen, will always have them serviced at Nielsen. Staff are always professional. More

The best dealership around I highly recommend them to anybody Service department is great. It was it was my pleasure going there. anybody Service department is great. It was it was my pleasure going there. More

Always professio al always accommodating They hust do the job correctly. Give them a try the job correctly. Give them a try More

Staff was very professional they kept me informed. Waiting area very nice ans very comfortable Waiting area very nice ans very comfortable More