AutoNation Chrysler Dodge Jeep Ram Katy - Service Center

My story: I made an appointment at the AutoNation Chrysler Dodge Jeep Ram Katy for 7am on 9/5/23 to have an issue (exhaust manifold leak) diagnosed. My service advisor was Kevin Badke. I dropped my t Chrysler Dodge Jeep Ram Katy for 7am on 9/5/23 to have an issue (exhaust manifold leak) diagnosed. My service advisor was Kevin Badke. I dropped my truck off just before 7am. My past experience led me to believe that I would receive a phone call and text message from the advisor to keep me advised of the progress. This did not happen this time. I called on 9/5/23 before they closed and left a message for Kevin, but Kevin never called or texted. I called on 9/6/23 and left another message for Kevin, this time he returned my call and told me he would get a status update and defiantly call me back on 9/7/23. That never happened either. I called back on 9/8/23 and left another message for Kevin. He called me back some time later and said he would get with the tech that was assigned to my vehicle. He also sent me a text message this time stating the same thing. Kevin advised that the tech that was working on my truck called in on Friday and was not there, so, he would have to get with the tech on Monday (9/11/23) to see if or what he found out. By this time, it is around 2:30pm on Friday, 9/8/23 my patience was growing thin and I responded back to Kevin advising him that I was giving 2 hours’ notice and that I would be coming up there to get my truck. Kevin had my truck washed and vacuumed and ready for me when I arrived at 5pm, and they released it to me with no charges. My issue: I have an AutoNation Platinum Protection Plan that includes a rental car. The rental doesn't pick up until my vehicle is diagnosed and verified through the extended warranty and I had already been without my vehicle for 4 full days and without a rental. I needed my vehicle and I did not know how much longer I would be without it, so I picked it up and decided to go to another facility that has better customer service and satisfaction. I am disappointed in the service advisor Kevin. Not one time did Kevin initiate a phone call for any status update, his call came as a result of me leaving a message for him to call me. Then to fast forward to today, 9/11/23. Out of the clear blue, Kevin called me. I though he was calling to apologize, but was even more disappointed to learn that he got my message to call him and he was retuning my call??? I advised him that I left that message last week and I already picked up my truck. He advised that he doesn't get messages on his work phone. I as we hung up, I thought, then how did he get this message??? Kevin, I think you need a little more training in the customer service area and understand what is important to the customer...COMMUNICATION. AutoNation Chrysler Dodge Jeep Ram Katy (Jimmy-Manager) reached out to me on Friday 9/15/2023 and apologized for the experience I had with the dealership. As we talked, I realized that Jimmy was genuinely concerned and he advised if given another opportunity, my experience would be a lot better the next time. I told him that I had not taken my vehicle to any other mechanic and would be willing to try it again. Jimmy asked me if I could bring my truck in on Tuesday, 9/19/2023 and I agreed. Jimmy advised that he would get me a loaner vehicle as to not be inconvenienced any more. When I arrived on Tuesday, Service Manager, Sally and Service Adviser, Raymond, took my truck and gave me a loaner vehicle. This time communication was great and was as I had expected it to be the last time. I received communication from Raymond on a regular basis. They had the issue diagnosed in 3 days (cracked exhaust manifold x 2) and the warranty was covering the issue and they ordered the parts. On Wednesday, 9/27/2023, Raymond advised that the United Auto Workers’ strike was impacting the shipping of the parts from the warehouse and they did not have an ETA on the arrival of the parts. He advised I could pick up my truck and they would call when the parts came in, so, I gassed up the loaner vehicle, returned it and took possession of my truck. More

Took my van in for a 40,000 mile service. They got me in quick and done in about an hour and a half two hours. Service was good. They got me in quick and done in about an hour and a half two hours. Service was good. More

Always great experience when getting my car serviced at this dealership. Derrick is a good service advisor! this dealership. Derrick is a good service advisor! More

Luis was great to work with on my recent service appointment. He got me in and out in a timely manner and addressed the issue at hand. appointment. He got me in and out in a timely manner and addressed the issue at hand. More

Fast and friendly service I don’t have 15 words - easy and friendly service will come back and friendly service will come back More

My Jeep went into the dealership needing an oil change and tire rotation, during the course of which the hazard light button was broken leaving the hazard lights permanently on. On pointing this out I was and tire rotation, during the course of which the hazard light button was broken leaving the hazard lights permanently on. On pointing this out I was told that the Jeep would need to be booked in for 'further diagnosis' for five days without a courtesy vehicle which I am in no position to do. I am in the process of replacing the AC Heater/Ignition panel myself as Autonation clearly couldn't be relied upon to do so - and obviously I'll be covering the cost myself for the same reason. Obviously I'd rather drive to San Antonio for the next oil change rather than return to this shambolic operation. More

Went for a noise int he engine area. They were ablt to locate cause of noise and make repairs in a timely manner. They were ablt to locate cause of noise and make repairs in a timely manner. More

Went for repair, my car was ready in less than two hours. Very friendly customer service and was aware of every step of the repair! Very friendly customer service and was aware of every step of the repair! More

Friendly staff and great service. Took my Jeep in for an oil change and received great service. Took my Jeep in for an oil change and received great service. More

Great service as always. The service advisor communicated well and keep me informed along the way. The service advisor communicated well and keep me informed along the way. More