AutoNation Dodge Ram Arapahoe - Service Center

Appalling Lack of Customer Service/Unprofessional/Deceitful My 2016 Dodge Grand Caravans transmission died in the middle of rush hour traffic on Colorado Blvd the Thursday before Easter. There was no warning, My 2016 Dodge Grand Caravans transmission died in the middle of rush hour traffic on Colorado Blvd the Thursday before Easter. There was no warning, no check engine light, nothing. Thankfully, my four children were not in the vehicle with me when this happened and no one got hurt. Because I did not purchase my vehicle new (I bought used in May 2017 from a rental car fleet) and the mileage on the vehicle was high, none of the power train warranties were extended to my vehicle. The latter was in addition to the fact that my vehicles VIN was supposedly not on the massive recall of transmissions on 2016 Dodge Grand Caravans...fascinating that my three year old vehicle had a massive transmission failure and was magically not on the recall list when I contacted Chrysler Dodge. My vehicle was towed on Good Friday to the nearest dealership, which happened to be AutoNation Dodge on Arapahoe. Not once was I offered a loaner vehicle or rental vehicle while diagnostics was being run on my vehicle. I am a single parent of those four beautiful children and cannot go without a vehicle, as I have no immediate family in the area with whom I can bum rides or borrow a vehicle. I put myself in a rental car so I could get my kids to and from school and make my commute to work. Chrysler Dodge FCA had indicated that I would possibly be eligible for a reimbursement on the rental car up to $35/day, pending the final diagnostics/cause for failure, so I squeezed my children and I into the smallest vehicle possible to accommodate this, all the while fronting the money for the tows and the rental car. I contacted my FCA case manager almost every day, substantiated by my cell phone bill/call logs and emails. I never received a call from AutoNation Dodges service supervisor, Britani. A week into this process, my FCA case manager, Robin, even indicated that Britani initially told her that my vehicle wasn´t even at the dealership. Every day that these stalls, delays, and communication games went on between my FCA case manager and Britani/AutoNation Dodge, was an additional day that my vehicle was not being worked on and an additional day of rental car expense. The sole source of communication to me with regards to my vehicles status (whether diagnosis and go forward repair) was through Robin, my FCA case manager, having never been contacted by Britani. When I called the service department asking to speak to Britani, I was always sent to voicemail with no call back (again, I have the AT&T cell phone bill/call logs as printed evidence to substantiate this). These games continued for almost 7 weeks. During that time, I had to pay for a rental vehicle just to go on a planned vacation/PTO to Mount Rushmore with the kids. Ironically, of course, the repairs on the vehicle were finally finished while I was in South Dakota with my kids. During that time, I received a phone call from Britani with a voicemail that accused me -- the customer -- of blocking her phone calls. I kept the voicemail as evidence, as well. After 6+ weeks of fronting rental car expense, and also expected to pay a $1,000 deductible for a complete new transmission on a three year old vehicle, I went to the dealership to pick up my vehicle on June 5, 2019. AutoNation Dodge had had my vehicle since Friday, April 19, 2019. I demanded to speak with Charles (Chuck) Halbwachs, my email correspondence with FCA, my cell phone bill/call logs, and saved voicemail from Britani in hand. In reviewing the repair order, my vehicle had a promise date of May 10, 2019 -- almost a full month earlier. Additionally, even though I had verified my phone number with the service department every time I called them -- even leaving my cell phone number in the unanswered voicemails -- the repair order HAD THE WRONG CONTACT NUMBER ON IT. Clearly, AutoNation Dodge was NOT waiting on me. Clearly, I was NOT stonewalling their efforts to work on the vehicle. Clearly, AutoNation Dodge on Arapahoe/Britani had not done their due diligence to make sure that they were calling the correct phone number, particularly when they supposedly could not get a hold of me. I made all of this very clear to Chuck, who vowed that he would review my case with his area supervisor. He even made photo copies of my cell phone bill/call logs and emails, purporting that I had a very good case to receive reimbursement for the rental car expenses in excess of the promised delivery date of May 10th. I took Chucks card, and emailed him later that same day the rental car bills for the past 6+ weeks (totaling $1,600+), believing in good faith that Chuck would make this right. I was wrong. I have followed up with Chuck politely and periodically since June 5, 2019 with no response aside from one voicemail dated Monday, June 10, 2019. I have lost my patience and can see that on top of a lack of customer service from the entire dealership, unprofessional staff (Britani), that there is an intent to deceive and no desire to make the customer whole -- even when the dealer was at fault. I ABSOLUTELY will make sure that I get the word out about Britani, Charles (Chuck) Halbwachs, and AutoNation Dodge on Arapahoe, in addition to informing potential Dodge buyers: Buyer Beware. More

not consistent service/deceitful practices i took my 2016 truck into this dealership for 4 recalls and a whistle in my a/c heater cowl. upon arrival at the dealership they do a walk around i took my 2016 truck into this dealership for 4 recalls and a whistle in my a/c heater cowl. upon arrival at the dealership they do a walk around for obvious dings and dents. i don't visit dealerships often and quite frankly have never seen this before but was pleasantly surprised thinking this was a nice show of confidence between the 2 of us. (was i ever taken by this gesture!) they kept my truck for 2 days explaining that they had computer issues and was unable to work on the truck til their computers came up. funny how no other computers in the dealership was affected. upon receiving my truck, i was told the recalls were complete, but my warranty was voided because i had performed a modification to my heater duct. i actually did the cabin air filter modification that is suggested by the manufacturer, where you have to actually cut out a predesignated and clearly marked portion of the heater duct to insert the cabin filter and then purchase a genuine mopar cover for your newly created hole. what a catch 22 situation! i voided my warranty by performing that which they recommend. now to add insult to injury and the most egregious of their cheap scam, was a newly discovered deep gouge in my rear bumper. i was told after they reviewed all video evidence that i would be contacted the next day for the next procedure. i was never contacted. i called relentlessly for the next 5 days, only to be ignored, transferred to voice mail, and if you call too often i believe they have an ability to force your call into voicemail having never even talked to a live reception. i often started punching any prompt given to me in the menu hoping for a live person. often catching the live person off guard and explaining my situation to them, they either promised to deliver my message or send me to Chuck's (the poor excuse for a service manager) voice mail. it's been a week and Chuck has yet to contact or return my calls. (which were numerous) why run and hide Chuck? prove me to be a liar and poor customer! you don't have to pore over hours of boring video, all you have to do is show me pulling into your driveway with that HUGE 6" GOUGE in my bumper and you can shame me to no end. make me feel like a petty, thieving animal. do you know why you won't take that pleasure? because you know- and you own the evidence that you are a cheating liar that won't man up to your own responsibility. i will never be back and i will promise to speak ill of you and that dealership for the rest of my days. i dare you Chuck to prove me a liar. is stealing a $300 scratch from me worth your reputation? obviously this dealership is falling all over customers and doesn't need my business, but i think one is taking a big risk allowing them to work on your car. imagine the damage being to your car? this is not a "what a shame" moment, this is a gamble and if you continue visiting this dishonorable dealership, eventually this hammer will befall you as well. don't take the risk, there are 3 other dodge ram dealerships in the denver/metro area. at least try one. Overall, i give the dealership one star for being so deceitful, however they do rate more stars for customer service friendliness, and attentiveness. they do talk a good game. as for quality of work, i'll never know since most of the recalls were computer updates, programming etc. maybe i should thank them the amount of work disassembling my dash and heater just to void my warranty and not charge me for the service. but there is much to be said for a cold hard slap in the face and then offer me an ice pack! More

SERVICE DEPARTMENT SCAM WORST GM EVER If I could give this place 0 stars I would. Poorly trained staff, overpriced and misleading service department and terrible, terrible communication a If I could give this place 0 stars I would. Poorly trained staff, overpriced and misleading service department and terrible, terrible communication and costumer service. They upsale clients on stuff they don’t need and charge an arm and a leg. That wouldn’t be the worst part if at least they did a good job. Returned my veichle late and after dropping 5k, I left parking lot with air filter light on and 4QT short of transmission fluid after they recommended a transmission flush. Needless to say they destroyed my truck and refuse to own up to it. BE AWARE!! GM TIm B never to be found and only interested in his own pockets which reflects the service managers on commission selling what you don’t need. I don’t know about experience on buying a veichle there but DO NOT TRUST THIS PEOPLE WITH SERVICING YOUR CARS OR TRUCKS. More

Worst Service Department EVER Had an appointment for service 4 days out and they promised one day service, This is my work truck and I made it clear that it had to be finished. Th Had an appointment for service 4 days out and they promised one day service, This is my work truck and I made it clear that it had to be finished. They don't care, Went in to pick it up at 5:30 same day, and it was not finished, Mark service adviser said he would keep the ticket open and to bring it back in the next few days, I called on Friday, set an appointment with Mark, for Monday and again he promised me it would be done the same day, called him Monday afternoon and he said the truck was in the shop and he would call me back, he never called so I went back in on 10/17 around 10:00 am and he informed me that they didn't even get my truck in. This is the 4th time I have needed warranty work on my Dodge Ram, and every time they lie about what they are going to do and when it will be completed. Never buy any car or truck from this dealership, they are the worst service department in Denver, If you have warrenty issues run to the next closest dealer More

DON"T USE THIS DEALERSHIP TERRIBLE SERVICE DEPARTMENT!!! We truly wish there was a way to put down a 0 for this dealership. They are the WORST dealership we have ever encountered in our lives. Very poor cust We truly wish there was a way to put down a 0 for this dealership. They are the WORST dealership we have ever encountered in our lives. Very poor customer service, terrible communication and outright lies have inspired us to sell our Durango and never ever own a Dodge product again. After our second horrible experience with this dealership we escalated things to Auto Nation corporate and were less than impressed with their willingness to help. Please take our advice, DO NOT USE THIS DEALERSHIP!!!! More

Parts department lack of knowledge and poor customer service Customer service was ridiculously poor felt disrespected the entire time and the John the parts guy acted like I was dumb when I asked for parts that Customer service was ridiculously poor felt disrespected the entire time and the John the parts guy acted like I was dumb when I asked for parts that he didn't think existed bec he had never heard of them. All around one of the worst customer service exsperieces of my life. I regrettably on my way out called him an a**hole and asked for his name. thinking I was going to call his boss he went and told his boss first. His boss then called me and told me bec I called him an a**hole I needed to do business elsewhere... great way to handle poor customer service. More

Simple Oil Change with an appointment Don't Use Arapahoe Dodge Service for a simple Oil Change, let alone a serious issue. Their Service Team Advisers have no clue on the concept of Cus Don't Use Arapahoe Dodge Service for a simple Oil Change, let alone a serious issue. Their Service Team Advisers have no clue on the concept of Customer Service. Went to drop off a vehicle in the morning before my appointment for an oil change. 2 Service Advisers were standing around talking to each other, ignoring the fact someone walked into the Service Area. It's not like they were busy, no other customer in the service area. When I approached them to check in my vehicle, the Assistant Service Manager walked off with a response that another service adviser would assist me, and pointed to an empty desk. REALLY!! Again had to wait until this mystery person decided to show up and guess what they didn't. If you cannot take 5 minutes to assist a paying customer to check in a vehicle, then why are you working in a Customer Facing Roll. ARAPAHOE DODGE GET A CLUE ON CUSTOMER SERVICE. CUSTOMERS DO NOT LIKE TO WAIT AROUND FOR YOU TO DECIDE YOU WANT TO WORK. TERRIBLE CUSTOMER SERVICE. WILL NEVER USE THEIR SERVICE DEPARTMENT AGAIN. More

Just excellent! My wife and I visited Spradley-Barr dealership in Cheyenne, WY. We saw a twenty year old Dodge Caravan we liked because of it's low miles. Salesman, My wife and I visited Spradley-Barr dealership in Cheyenne, WY. We saw a twenty year old Dodge Caravan we liked because of it's low miles. Salesman, Spencer Gordon just got to work and let us drive the vehicle. Everything seemed to work just fine so we decided to try to buy the vehicle. The very next day the air-conditioning didn't work and Mr. Gordon told us to bring it in. So we did and now there isn't any item that doesn’t work on the vehicle. We are extremely happy with the Dodge mini van and the service that salesman Spencer Gordon gave us. More

We dropped our truck off for service on Monday morning, they kept it all day before telling us that they could not complete the service due to sick calls so told us that if we left it overnight they could they kept it all day before telling us that they could not complete the service due to sick calls so told us that if we left it overnight they could start the service early on Tuesday morning. At 11 am on Tuesday we were informed that our truck was missing....yes gone!!!!!!!! They claim the keys were locked in the lock box so either they are lying and left the keys in the vehicle or else an employee stole our truck!!!!! To top it off we were informed that because of the release you sign when you drop your vehicle off for service they are not liable and we have to go through our insurance which of course means out of pocket expense and tons of inconvenience! After all of this we still haven't spoke to the service manager who was supposed to call us back when he got out of a 'meeting' and didn't. Do not use this dealership, have never had a good experience there but this one takes the cake! More

We purchased a 1 year old Grand Caravan with 22k miles 8 months ago. Since then its been to the service bay twice. Neither time was it fixed. Now we've received a saftey recall from dodge concerning the sta months ago. Since then its been to the service bay twice. Neither time was it fixed. Now we've received a saftey recall from dodge concerning the starter (same issue as previous two visits). The engine shuts off randomly while driving, sometimes you can put it in neutral and it will start back up, sometimes you have to wait 10-20 minutes before it will start again. This dealership is completely incompetent and not helpful at all. Had to threaten a lawsuit to get a loaner rental, now they're telling us they won't have parts to fix the problem for months. This place is a joke. More