Business ProfileforWooster Chrysler Jeep Dodge Ram

Would give zero stars if possible. Have had nothing but issues trying to use my extended warranty. Major repair headed my way and service department doesn't tell me. A salesman calls to inform me my warranty is expired but he can put me in a new vehicle with the same or lower payment. Go ahead and drop my car off to see what exactly is wrong. Didn't hear anything for several hours so I called to check on my vehicle and decided this company would not get a dime of my money for the repairs. Was then informed it would be $360 for them diagnosing the issue (NOTHING FIXED OR REPAIRED), I became increasingly upset, and priced dropped to $262, asked to speak to the manager, and the price dropped to $115 for one hour of labor. I have no choice but to pay their fee as they physically have my car. Service rep thought it was funny and laughed in my ear as I got upset (on speaker phone with witnesses) and told him that I would not go quietly and would start with reviews and contacting the BBB as well as Chrysler / Jeep. Tried getting through to the manager/owner just to get further run around and excuses about their 'excellent' service. Not even a single "sorry you took it that way", the Manager/Owner told me it was basically a "he said, she said situation" and nothing he could really do about it. When I told him I felt their customer service was awful and that he condoning his staff laughing at customers was extremely upsetting. I honestly feel I am being dismissed as a woman. When I mentioned that the manager got very upset and the conversation was over. I never asked them to cover the costs, etc but they way they treat people is awful and apparently starts at the top. So much more to the story but not going to bash them over the warranty issue that started the day I signed the papers. Already made an appointment elsewhere and when I gave them the quoted prices to fix or replace the issue they are appalled at the prices I was quoted here and assured me that if I didn't get the repair done with them, they would not charge me to "diagnose the problem". Complete disappointment in my experiences with this dealership!

M******, You purchased an extended warranty when you bought the van. It has since expired and we can't get the extended warranty to cover the repairs because your contract with them has expired. You knew your van had issues since the beginning of April and yet didn't bring your vehicle to us for diagnosis until April 29th. Any repair shop you take a vehicle to will charge you for diagnosis of the problem because it involves using technology that we pay for and also a technicians time to diagnosis. Do you work for free? When we spoke on the phone I listened to what you had to say and told you that the warranty had expired and unfortunately when they expire, they expire. That is when you said I called you, in your own words, "a dumb woman". When I got offended by your statement, I simply asked where in our conversation did I even say or imply that and you couldn't provide an answer. You simply didn't like the fact that you knew you are to blame for putting off the repairs and letting the warranty expire. When I asked again for clarification as to your statement, you simply ended the conversation.

After reading the response from the manager/owner I believe it shows 100% the lack of customer service and courtesy I noted in my original post. I accepted full responsibility for the warranty issue, I thought it was 5 years 100k miles and my warranty expired earlier this month. I owned that from the beginning. Never once did I ask for or imply I wanted anything from the dealership. I did not ask for so much as a discount. I did all they call the warranty company (3rd party company) to see if there was any have period etc. was told that’s not how this works and he wouldn’t do even that. This extended warranty has been an issue since it was purchased, both times I tried to use it. Tried talking to him about those issues, not asking him to do anything about fixing my car. Never said he called me a dumb woman, said he was treating me like one with the condescending attitude I received. Being told it is a “he said she said thing” and nothing he could do about the rude service rep, clearly was getting no where with this man and ended the exchange. Charging me hundreds of dollars to diagnose a problem, when I complained it was finally dropped to $115 which is $245 less than originally told I owed for diagnosing the problem. (At no time was I told there would be a cost for this, not have I ever been charged). I will give them credit for having a sales manager Mike Schuster (an employee with better communication skills than I have seen from them over the last year). He was sympathetic And apologetic about the entire situation and how it escalated. He acknowledged the fact they lost a customer as I was car shopping when he called me at another dealership. I feel he was genuine and embarrassed at the way things are handled by the other manager/owner and maybe had this been how I was treated from the beginning I would be buying my next car from them.