Secret City Chrysler Dodge Jeep RAM - Service Center

Bottom Line Up Front - between my recent two visits to Secret City Chrysler, Dodge, Jeep, Ram, the first being in total desperation, and the second in total delight that I got my car back, I interacted wi Secret City Chrysler, Dodge, Jeep, Ram, the first being in total desperation, and the second in total delight that I got my car back, I interacted with several wonderful people. All of them were extremely friendly and professional. These individuals include Nicky, Jonathan, Madison, and Chris. It’s not often that one experiences such qualified, welcoming, and responsive individuals in customer service, let alone so many of them. My experience with the Secret City service department was so thoroughly positive, I felt it necessary to write this equally comprehensive review. The full story - I live in Oak Ridge, and while on vacation with a large group of family members, my Challenger’s battery light came on while we were in downtown Gatlinburg. Once I turned my engine off, it wouldn’t start again. This set off a dark comedy of heart-rending events that included an all-afternoon wait for a tow truck, a dozen calls to service shops in the area, and ultimately $1,000 spent on tows and an unknown mechanic (recommended by the tow truck driver) who charged me $700 to replace my alternator and battery, only to tell me my “voltage regulator” was also broken and I’d have to find a way to get it to the dealership. Upon this news, I called a different towing company to get my car from Gatlinburg to Secret City the same day I was trying to figure out how to get 12 family members to the airport later that afternoon. Secret City assisted me with all my tribulations; evils that had kept me from sleeping soundly for days. Chris recommended a tow company and then introduced me to Madison who assisted me with a rental vehicle. Initially, after I spoke with the first mechanic in Gatlinburg, Secret City had said that their schedule was backlogged and they couldn’t look at the Challenger until the 14th of July, nearly two weeks after I had it towed there. However, when I spoke to Chris, he reassured me that they could look at it sooner than the 14th. Chris held true to his word, and the following business day after the 4th of July, I was called by Nicky from the Service Desk who informed me that the previous Gatlinburg mechanic had likely not replaced the alternator as he had said, and possibly broke the connection from the alternator to the car’s Powertrain Control Module (PCM). I asked Nicky to go ahead and order the new PCM. There was a waiting period of about 12 days for the new PCM to arrive, but as soon as it did, the service department repaired the vehicle and provided a most welcomed call that I could pick my car up. In summary, after a string of headaches and nightmares, Secret City ultimately provided a happy ending and I will not hesitate to take my vehicles there in the future. I highly recommend the service provided by Secret City and invite all future customers to experience the same caliber of service I experienced at a time when I needed it most. Sincerely, Devin Patterson More

My service advisor Jill was prompt in greeting me at time of arrival. She went through the services to be completed. She was professional, courteous and very personable. She kept me updated as to the status of arrival. She went through the services to be completed. She was professional, courteous and very personable. She kept me updated as to the status of my vehicle and apologetic when tech ran into a snag that prolonged my visit. Upon completion she went over work completed. I would love it if she were to remain my advisor. More

Fast,friendly and courteous! Kate Stone was on top of everything! Clearly an asset to Secret City! Thanks again for a job well done! Kate was knowledgeable about my Jeep and I like that on a service depa everything! Clearly an asset to Secret City! Thanks again for a job well done! Kate was knowledgeable about my Jeep and I like that on a service department!! More

Nikki our service advisor was wonderful. My car was completed quickly and on time. Also left Very clean. I would highly recommend them. Thank you completed quickly and on time. Also left Very clean. I would highly recommend them. Thank you More

I have been using Secret City from March 2020 when I bought a new Ram. Every service call I had to make has been great. Friendly people, quick service. I drive over an hour to get there versus using the bought a new Ram. Every service call I had to make has been great. Friendly people, quick service. I drive over an hour to get there versus using the local dealerships in Jefferson City and Kodak, TN. I have never received any hassells, just good friendly service and a nice lounge to wait in. More

I am very disapointed with the service I received. I basicly threw away over 500 dollars just to have them look at it and tell me what was wrong with it. They told me what needed to be done, but they on basicly threw away over 500 dollars just to have them look at it and tell me what was wrong with it. They told me what needed to be done, but they only replaced a few wires. And I don't even know if they did that. I don't even think they did anything with it. I would like to get my money back but will probley not. If you have a car that is older like my 1998 dodge caravan do NOT have your car serviced at this place! More

HORRIBLE SERVICE !!!!! TOOK MY JEEP IN AND IT CAME OUT WITH MORE PROBLEMS !!!!! I DONT THINK THAT THEY KNOW ANTHING ABOUT FIXING A VEHICLE VERY UNHAPPY. AND THEY DID NOT MAK TOOK MY JEEP IN AND IT CAME OUT WITH MORE PROBLEMS !!!!! I DONT THINK THAT THEY KNOW ANTHING ABOUT FIXING A VEHICLE VERY UNHAPPY. AND THEY DID NOT MAKE IT RIGHT, DONT WASTE YOUR TIME!!! More

Recalls I got the go-around trying to get recalls fixed...one in 2013 at which time I gave up and never got it fixed. Back in 2019 for same recall and an add I got the go-around trying to get recalls fixed...one in 2013 at which time I gave up and never got it fixed. Back in 2019 for same recall and an additional recall. They fixed the 2019 recall, but I still got the go-around declining to fix the 2013 recall due to NO PART. It's much more detailed than this...bottom line....many calls back and forth with promises that never happen. I believe the mechanics dodged the recall work. My son is a mechanic and knew the extensive breakdown (hours) for this particular recall repair. Recalls are not the cus timers fault.....they make it seem so. They will kill you with kindness to sell you a vehicle (of course), but any future customer service is awful! They are not to be trusted. More

Terrible Service Dept Terrible Customer Service I took my vehicle in for a wiring repairs costing 500 dollars and they only made matters worse. Not only did I leave with the simple problem I origina I took my vehicle in for a wiring repairs costing 500 dollars and they only made matters worse. Not only did I leave with the simple problem I originally had I left with even greater issue after receiving my vehicle back. I ultimately took my truck to a trustworthy mechanic who fixed all the issues for a fraction of their service price. I repeatedly tried to contact them in a friendly manner to resolve the situation only to be ignored. The bottom line is I paid them money to give my vehicle in worse condition than they received it. I would not recommend this dealership to anyone for service. NEVER AGAIN! More

Inconsiderate, unprofessional, disrespecting! My wife passed three years ago. They have sent letters to her trying to sell a new car which show up in the mail box as if they were condolence cards My wife passed three years ago. They have sent letters to her trying to sell a new car which show up in the mail box as if they were condolence cards; especially when they show up on the anniversary of her death! You can imagine how this feels to myself and my children. I called them and asked to speak with the sales manager so that she could be removed from the list. (Gary Burchfield). He did not respond to this call although the person who took the message for him to call was very nice. I would not recommend doing business with anyone who badgers the family of the passed. Even if it was a mistake, i would not do business with them when they are not even considerate enough to return a call, much less fix the error More