Northwest Chrysler Jeep Dodge - Texas

I am submitting this formal complaint regarding my recent service experience for my 2019 Jeep Cherokee, Repair Order #641990, serviced between January 22 and January 30, 2026, with Service Advisor Mentrell J service experience for my 2019 Jeep Cherokee, Repair Order #641990, serviced between January 22 and January 30, 2026, with Service Advisor Mentrell Jackson. While the vehicle was ultimately repaired, the overall experience was unacceptable due to prolonged delays, repeated communication failures, unprofessional interactions, and a lack of transparency. I dropped the vehicle off on Thursday, January 22, 2026, first thing in the morning. I was advised the diagnosis would take 24–48 hours. The dealership had the vehicle all day Thursday and all day Friday. On Friday afternoon, nearing close of business, I called requesting an update. The advisor responded with attitude, stating the dealership “hadn’t even had the car two days yet.” I clarified that the vehicle had been dropped off on the 22nd and that they were closing on the 23rd—making it two full business days. He insisted the vehicle had only been there since the previous day and stated no diagnosis had been completed. I called again on Saturday and was told the vehicle was still not diagnosed and that I would know more on Monday, citing weather and ice-related delays. On Monday, I was promised a follow-up call in the morning, which never occurred. After waiting and allowing time for the advisor to call first, I contacted the dealership again in the afternoon. At that point, I was informed of the diagnosis and told that a module needed to be ordered from Dallas, with an estimated arrival of January 29 or January 30, again citing weather-related delays. On Thursday, January 29, I called to confirm part arrival and was told it was expected at noon and that I would receive a follow-up call once it arrived. No call was made. I was also told the repair would take approximately 2.5 hours, giving the impression the vehicle could be completed that same day. Later that afternoon, after again receiving no update, I called and was told the vehicle had not yet been started. I was told I would receive a call Friday morning. On Friday morning, no call occurred. I waited several hours after opening to give the advisor an opportunity to follow through, but again received nothing. When I called around 11:00 AM, I was told the vehicle still had not been started. I requested to speak with a manager and left a voicemail, which was never returned. The vehicle was finally started around 12:00 PM and completed at approximately 4:30 PM. I observed the test drive and was informed the vehicle passed and that paperwork would be prepared. However, when we approached the advisor, my companion and I stood in front of him for 7–8 minutes with no communication, despite being told the paperwork would already be ready. Additional delays occurred during checkout due to payment processing, resulting in approximately 15 more minutes of waiting. Regarding billing, I requested to see if any goodwill adjustment was available due to the mileage being at 66k. A 10% discount was applied, totaling $87.99. However, shortly afterward, an additional $44.75 charge was added back to the invoice. As a result, the full 10% goodwill adjustment was effectively negated. This was not clearly explained and left the impression that time or charges were added back after the discount was applied. Throughout this entire process, I had to initiate every update myself. Promised callbacks were repeatedly missed, timelines were inconsistent, and communication was poor at every stage. While I understand dealerships can be busy and weather can cause delays, the lack of accountability, dismissive attitude, and inconsistent information are not acceptable. This was the worst dealership service experience I have ever had. Based on this experience, I will not be returning to this dealership and would not recommend it to others. More

My experience today at the car dealership was very pleasant. very warm and friendly atmosphere. pleasant. very warm and friendly atmosphere. More

Terrance was a great salesmen. Ben the salesmanager was beyond helpfull. The entire dealership was wonderful. Ben the salesmanager was beyond helpfull. The entire dealership was wonderful. More

Kristen Crenshaw is a true asset to this company. Her promptness and detail is outstanding Her promptness and detail is outstanding More

Matthew at service helped me the last 2 times I’ve been, he was nothing but nice. Great customer service, respectful, tentative, and very straight forward. Easily will keep doing service there because of hi he was nothing but nice. Great customer service, respectful, tentative, and very straight forward. Easily will keep doing service there because of him. More

When arrived the service writer was right on it to help me quickly and walked out pleased me quickly and walked out pleased More

Karena did a great job with everything that I asked for. She is the best She is the best More

Matthew was very helpful. He took the time to discuss all of the recommended repairs/ maintenance needed for my vehicle. Also, he was very patient in explaining what each mai He took the time to discuss all of the recommended repairs/ maintenance needed for my vehicle. Also, he was very patient in explaining what each maintenance / repair needed was for. More

My experience with Northwest Chrysler Jeep Dodge - Texas was great the service consultant Brian, was very professional and helpful. Throughout my service experience Brian kept me informed of what was goin was great the service consultant Brian, was very professional and helpful. Throughout my service experience Brian kept me informed of what was going on with my vehicle and made my visit there very fast and pleasant. Thanks Brian More