I was looking for a Jeep dealership that would take a look at my car (the dealership I bought it from was 2 weeks behind on making appointments) I called Gillman and got an appointment, I asked if they had loaner cars available since I don't have another car to use - I was told they do have loaner cards My second question was how long it takes to get the car looked at, because from past experience with other dealerships I have to drop it off for days before they can take a look at it - I was told that it would be looked at that day it could take hours but it would be that day. I went in the day of the appointment (9:30 am) and I was told they don't have a loaner program and the car wouldn't be looked at for a day or 2. I tell her what I was told on the phone, she just tells me that's not the case and then wants to take out her log of cars to show me what cars are on her list. Very rude and arrogant.
I call my original jeep dealership (Finnegan) to get their advice/ help on getting a loaner car since I don't have any other form of transportation. They tell me Chrysler will pay for a rental car if the repairs are covered by the warranty, which they were. Why couldn't Gillman tell me this? Why didn't they try to give options? I'm upset to have gotten lied to on the phone but I let it go. I ask to speak to a service advisor to go over what I believe the problems are and to have a person of contact, I was told by the lady that I would be getting a call from the service advisor once they get the car and know what's wrong. The next day I called at 5:20pm and asked for an update I'm told Blanca is my advisor and I get put on hold and keep getting transferred around for 40 mins, until they closed. The next morning I called and I am told that Blanca probably doesn't know yet what's wrong with my car and doesn't have an update bc if she did she would've called me. I don't really care if that's the case, I want an update on my car. So I'm put on hold for 10 mins and then I'm told she'll call me back. An hour later I get a call from Blanca, she says my car is ready for pick up. I'm happy it's available to get picked up, I go to the dealership and I ask the lady that filled out all my paperwork the first day that I was there to pick up the car and she tells me to go to the cashier or she'll get someone to escort me...I can figure out where that is, so I head over there. THE CASHIER WAS SO HELPFUL AND HAD GREAT CUSTOMER SERVICE, She even walked me out to wait for the car. The car pulls up and I am given the keys. I'm waiting for someone to come let me know what happened with the car. Nothing. I go in and ask to talk to Blanca---apparently Blanca is the same lady that took my information the first day, the one that wanted someone to escort me to the cashier. I ask her what was wrong with the car and what was fixed, since no one called me. She took the paperwork they gave me and started reading off of it. First of all, I can read. Secondly, when I asked her what it meant or what those parts were, that she was reading off the paper, she said "well I don't know what that is." How is it ok to give a car back to a customer and not explain what the issue was? Ask the technician before giving the car back so that you can tell your customer!
From beginning to end the experience at Gillman was terrible.
I understand each service advisor has xx amount of cars to keep up with but it shouldn't take for the customer to call for an update to be told the car is ready. That is the car I bought from the company you work for (Chrysler) therefore you should be calling and updating me on what's happening with the car, or to tell me you are my service advisor and my contact person from now on. There was terrible customer service from the service department, or at least from Blanca who was the only person I came in contact with.