Van Nuys Chrysler Dodge Jeep Ram - Service Center

Dissatisfaction with Service Department I am now part of a group that is unbelievably dissatisfied with your service department and I will make a significant effort to pass along this terrib I am now part of a group that is unbelievably dissatisfied with your service department and I will make a significant effort to pass along this terrible experience to as many of my friends, family and even total strangers. I think this lack of professionalism and underhanded tactics must result in your accountability. If Mr. Westbrook is aware of how you conduct business, it would be a surprise to those of us who are in admiration of his talents and character. July 10, 2020 I’m driving home in my 2017 Promaster 1500 on the northbound 405 freeway just passing the 101 interchange and I lose my power steering, air conditioning and my temp gauge goes to the hot mark all at the same time. Fortunately, I can get off at Burbank Blvd and pull over on Sepulveda. I stop and pop the hood and there is no steam or leaking coolant, so I am thinking it is an electrical problem. I get back into the van and start it up and the temp gauge is back into its normal range, but I do not have power steering or air conditioning reinforcing my belief that it is an electrical issue. Not wanting to drive home to Santa Clarita under this condition I pull into the conveniently located Russell Westbrook CDJR dealership on Van Nuys Blvd. Keeping an eye on the temperature gauge it remains in its typical normal mark, but the battery light is now on—electrical. I brought the vehicle in on a Friday afternoon so I do not believe it will be addressed until the following week and I am okay with that. My service contact is Alex, and all seems to be under control. The following Tuesday afternoon I call Alex and leave messages on both the office line and his cell phone which he has on his business card---no return phone call. I do this again on Wednesday afternoon with the same results---no return phone call and no email. Finally, I drive over to the dealership on Thursday to discuss in person and now find out that the service personnel have decided to replace the radiator and the tensioner—with antifreeze this is a $1,000 item plus $880 labor for a component that has NEVER once been a problem. The high temperature gauge was just a result of an instrumentation issue when the electrical failed from what we now know is a break in the serpentine belt. This is my work vehicle and I am greatly dependent on having it back I say proceed with the repairs. I am told that the vehicle will be ready the following week. I called the dealership on Monday, July 20, and was told the vehicle was ready to be picked up. I Uber’d over to the dealership and the service personnel brought my van to me. When I got inside the running vehicle, I noticed that the check engine light was on and I brought this to your service personnel’s attention. I got an oops, I am sorry, and we will need to keep your vehicle again. I Uber’d back home. On late afternoon Tuesday, July 21, I called back over to the dealership and was told the vehicle was ready. I Uber’d back over to the dealership, the vehicle was brought around, paid my bill $2403.63 and drove home. Here is what I firmly believe and what I will tell anyone willing to listen: 1. The serpentine belt and the two recall issues addressed do not generate enough money for the service department. 2. The fabricated necessary repairs/replacement for the radiator and tensioner helped the service department, and only the service department, to work towards their sales goal for the month. 3. The new radiator and tensioner are now leaving dripping residue on my driveway like the originals never did. 4. Repeat customers, loyalty and long-term relationships are not a priority with this service department. Take the money and run. 5. This experience has soured my opinion of ever coming back to this dealership. 6. My 100k miles extended warranty meant nothing to the service department so tough luck. 7. At no time did your service department ever call me. I had to initiate every exchange. 8. You certainly have not enhanced the car dealership experience and have succeeded in damaging the reputation even further. A very unhappy customer, Michael Anderson More

So unhappy. Brought my Jeep that is only two years old in for the radio not working, saying fuse issue and the engine light on. After inspection, they told me because you didn’t do oil change on time(2 month for the radio not working, saying fuse issue and the engine light on. After inspection, they told me because you didn’t do oil change on time(2 months late), now the engine is gone and need new engine: $2500, t. I picked up and in 5 min radio goes off and key doesn’t open the door. Called in, told new radio was ordered but forgot to tell us snd the key will be $750. After two weeks the radio was placed and got called tgst the back brakes are bad: $1500. No thank u. After two days again the key doesn’t work, the radio stopped working and the air condition is not working now. What the xxxx was done to the car, More

"Backed Up" "1 1/2 to 2 hours tops" I was told to do the oil change. 4 hours of sitting in the lobby with absolutely awful music blasting was torture. They also "1 1/2 to 2 hours tops" I was told to do the oil change. 4 hours of sitting in the lobby with absolutely awful music blasting was torture. They also did a "check" on various things such as fluids. Got home, went to add washer fluid and saw that the coolant level is below minimum and yet they checked everything off as good, so obviously didn't "check" anything. What a joke. More