I cannot tell you how terrible the “customer service” is in the service department at this place formerly known as Brian Bemis Chrysler, Dodge, Jeep. The men who sit at the front desk and do intake are the most disrespectful, unprofessional, uniformed, and clueless people I have ever encountered at a car dealership service department. I have had ZERO positive encounters with them and I don’t even have enough space to explain all of them. Every single time I have gone there for service, they act like they’ve never seen me before and they have no idea that I purchased my vehicle there or been there in the past, despite my name and profile being pulled up on the screen of their computers. (I go about every 3 months and have for about the last 3 years for oil changes that I have a previously paid for care plan for-seriously regret this since day 1.) Funny, because I remember all of their names and it’s not even my job to do so. They could at least pretend like they care about their customers. I highly recommend you choose a different dealership to purchase your vehicle through or at least get service performed at another location if you are considering this one.
They have on more than one occasion, not had my vehicle ready when they tell me it is ready and I show up at the dealership, which is 30 minutes from my house only to find out my vehicle is not ready for pick up. Not only that, this past time I showed up, I had just had a major surgery for which I needed to have my husband and dad drop what they were doing to come help me drive my car home, only to have us turn around and come home without my unready car! The people at the front act like they are completely clueless (which they are) and are of no help whatsoever when asked any questions about the services performed or the vehicle in general. Every single question I have ever asked them about my Jeep has been met with “I don’t know”, and I honestly don’t know how you can have people sitting at the front who are so clueless about vehicles that they service and sell. When we walked up this last time, the guy says “I have no idea what was done to your car, what was the problem with your key fob?” We said, I believe that’s what we were hoping you would tell us? Then he says “go ahead out back and check to see if everything is resolved, the only guy who knows what is wrong or what was done is at lunch and won’t be back for an hour.” So, he literally made us walk out back lot to check on the car’s status, SO UNPROFESSIONAL!! We got back there only to find my dirty, unwashed car (they are supposed to wash with each service), which was alarming the same message that it was when I brought it in. My car was obviously NOT ready to be picked up and this whole trip was a waste of our time. The turnaround time for service is always very lengthy, so if you take your vehicle here to be serviced, don’t expect a call or an update for at least two days, even with an appointment scheduled. They are totally and completely disrespectful to you when they don’t have answers for you, and laugh about it and treat you like you are the idiot, which to me is the OPPOSITE of what “customer service” should be. They also will always call with a follow up survey after each service or oil change asking me to rate them from 1-10 and I kid you not, if you give anything less than a 10, they literally BEG you to give them 10s. It is an absolute joke, because they absolutely do not deserve anything close to a 10!! Take my advice, do yourself a favor and save yourself a whole lot of stress and frustration, find a different place to purchase your car or at least find a different service location, these people are a joke.
Update: They did have a service guy drive my car out to my house this last time after the service was actually completed, 4 days after the original drop off date (with an appointment). That was much appreciated, as I was unable to drive myself there to get it. However, despite this gesture, I will absolutely not be returning there for any further service and I will be spreading the word to anyone I know who is thinking of using this dealership. We originally chose to purchase my Jeep there, as I had a great former experience with the Brian Bemis Toyota branch, but clearly that same customer service and experience does not stretch across the entire company name.