(1st visit) Was good, dealt with April and had high hopes for this place but the positive experience was short lived...
(2nd visit) Nightmare begins... enjoy the read: As I took in my Jeep in for additional service (pre-scheduled from my first visit, was told I needed a rear bracket to fix an alignment issue), my experience completely changed. I had to call to find out what the status on my car was, I got a call back saying "bad news" it's not what we thought it was but something else. They were "almost sure, very confident, 99.9% sure" (in their words), that this other repair (a front wheel bearing) would take care of the issue. I should have known not to leave my car there but given the service from the first visit, I opted to have them proceed with repairs not without asking the service manager (not sure of her name) for a few minutes to talk when I picked up my car, she said yes no problem we can talk when you come back. After that, there was no follow ups, I had to be the one to call days later to find out what was taking so long from what I was told would only be a couple of hours. I was told there are other cars in front of mine, but that they should have it ready later in the day (?). I was baffled as I was told it would be 2-3 hours and now it had been days and there were still other cars in front of mine. They told me they did the repairs but that issue persisted…
Then when I went to pick up the car, I was asked how everything was. I was honest and told Patrick that I was not pleased as I was paying for repairs that had not solved the issue. He appeared concerned and asked me if I would give him an opportunity to look into it and see if they could make things better. Although reluctant, I opted to give him a chance. Another mistake. Given that I needed to get around, I needed a vehicle/loaner. He said they didn't have any cars but that I could take my car and bring it by the next day, this way they would have time to get a loaner… we went to talk to the cashier, he told her to put my name on the list for a loaner for the next day. Next day I go after work to drop off my car and I shouldn’t have been surprised but Patrick was not there, the cashier lady from the day before was not there and nobody knew anything about a loaner car. By that time my patience was wearing out, the service manager saw me and remembered me (I think)… Then all of a sudden I’m told, well we do have a loaner that was reserved for someone else for tomorrow but we will let you take that car. Ok, next day I get a call and I’m told I need a new gear box and rear lower and upper arms. Thought it was comical how the first time it took days to be told it was not a bracket but a wheel bearing worth around $200.00 to how in a few hours they made the recommendation of needing over $3K worth of repairs… by this time I was just about done, I asked them not proceed and that I would pick up the car after work. As I cashed out I asked to have the service manager call me as she was not there at the time. I was told they would give her my message that I would get a call the next day. A week has gone by and no call but this is what I expected.
Communication among staff is horrible.
Customer follow up this 2nd, 3rd time have been awful.
They are friendly getting you in, but once you’re there GOOD LUCK!
They might ask you more than once to leave a good review in Google for them before your car is even ready. Do it only after you are done with your entire experience. Given my experience I DO NOT & WILL NOT RECOMMEND LAKELAND CHRYSLER DODGE JEEP to anyone. They need serious help with simple things, there are plenty of other car dealerships out there. Lakeland Dodge Chrysler Jeep has a very long way to go.
Kayla called and told me that Angie their service manager would call me. Angie did call and said she needed to speak to the GM about this and would call me the next day. It has now been 4 weeks.
Called back and spoke to a manager named Randal Sewell, told me Kayla didn't work there anymore but that he would talk to Angie and have her call me back. 2 weeks later still no call. How can their philosophy be "Customer Satisfaction" when it is absolutely clear they do NOT care about customers. | AVOID THIS PLACE AT ALL CAUSE | UTTER DISAPPOINTMENT | Overall Rating F- |