Suburban Chrysler Dodge Jeep Ram of Troy - Service Center

Before submitting this review I tried on 5 different occassions to get a hold of anyone from the Dealership to discuss my concerns. This dealership has gone very far downhill. For many years I had rea occassions to get a hold of anyone from the Dealership to discuss my concerns. This dealership has gone very far downhill. For many years I had really good experiences having my Jeep serviced but started to notice small "misses" along the way (tires not filled, oil light not reset) none of it was never enough to break my trust or lose me as a customer. Until my visit in October. I took my Jeep in over a concern that it was occassionally not starting immediately and sounded like it was out of gas (even though the tank was full). Several hours later the dealership called to say they could not replicate the problem, changed the oii, and sent me on my way. Several weeks later I found myself stranded when the vehicle would not start. I had it towed to another Jeep dealer (where I had a wonderful experience!) and was told the issue was due to an outstanding recall. I'm very disappointed that Suburban did not even review the recall list for my vehicle. I won't trust them again. More

Joe has served me well. In this environment of instant gratification, I feel people have unrealistic expectations. Many things, like shipping of parts are out of a service In this environment of instant gratification, I feel people have unrealistic expectations. Many things, like shipping of parts are out of a service providers control. He has always informed me when there are updates to my vehicles repair status and took the time to answer all my questions. More

Avery did an outstanding job of addressing my concerns and needs. He took care of my warranty issue when the outsourced windshield company would not help me. and needs. He took care of my warranty issue when the outsourced windshield company would not help me. More

The service depart is completely unresponsive, lacks integrity, and is dishonest. By law "State Of Michigan Auto Repair Law," we are entitled to the part which was replaced. They won't respond after you integrity, and is dishonest. By law "State Of Michigan Auto Repair Law," we are entitled to the part which was replaced. They won't respond after you pick up the car, and request the part (2 hours after pickup). They are required by state law in Michigan, to hold the parts for 48 hours. When they finally responded to my 5th email on the same day the car was picked up, they said the part was "gone." They completely lied to us. The part was never replaced at all. Joe Craddock was the service advisor who lied. DO NOT TRUST HIM. We had to get in touch with the corporate ownership to get our money back. Lithia Motors (they own this dealership) is a very large company which owns hundreds of auto dealers across the country. They were immediately responsive and completely involved. This service department completely disrespects its customers and has a deeply disturbing culture of dishonest business practices. More

Anthony was so prompt, and courteous. Made the transaction so easy. Very kind and knowledgeable! Made the transaction so easy. Very kind and knowledgeable! More

Under no circumstances should anyone attempt to use this dealership, or work with KYLER. I brought in my key fob to be programmed, and I was given the wrong key fob along with my spare fob smashed to pieces dealership, or work with KYLER. I brought in my key fob to be programmed, and I was given the wrong key fob along with my spare fob smashed to pieces. Over the course of the next two months, I would reach out after KYLER told me the new fobs would come in after 2 weeks time and time again. After this went on for 8 weeks, I gave an ultimatum that if I don’t get the key fobs soon, I will charge back on my credit card. Miraculously, the keys showed up and I had both programmed shortly after. You can’t call the dealership service center, only speak with a robot. The only form of communication with a service representative is text message. Overall a terrible experience and reminds me why dealerships are such hated establishments. More

Ryan helped remedy my issue quickly, understand the department way better than his counterparts. He understood my dissatisfaction with a mistake made by Joe Craddock and took care of it immediately. department way better than his counterparts. He understood my dissatisfaction with a mistake made by Joe Craddock and took care of it immediately. More

Kyler is great! Very helpful and always responds when I need any help! True professional Very helpful and always responds when I need any help! True professional More

Brought the same vehicle in for the same issue 3 times in the past 4 months. A day after the last pickup, same issue re-occurred. This last time my vehicle was in the shop for 2 weeks, the only communicati the past 4 months. A day after the last pickup, same issue re-occurred. This last time my vehicle was in the shop for 2 weeks, the only communication initiated by Kyler was a text asking me to give him a 10 rating (note this text was sent after my vehicle was checked in, before service was started). Did not initiate any other communication, nor give me updates. When we called for a status, was slow to return communications. When picking up my car, he held out the keys, which were picked up by another technician. The only words spoken to me were "I'll send you the paperwork." No pleasantries, no details, no assurance of what was done. Kyler's demeanor made me feel like I was the annoyance to him, for wanting my vehicle fixed correctly. Dismissive and impatient. This guy is costing the service center business. More

Joe is a great service advisor and is willing to go the extra maile to make sure the job is done right. extra maile to make sure the job is done right. More