Elmwood Chrysler Dodge Jeep Ram - Service Center

My Town and Country 2010 van has been to the service too many times. After my last time I visited them for a door problem I thought I would never go back there again. First checking I was totally overloo many times. After my last time I visited them for a door problem I thought I would never go back there again. First checking I was totally overlooked. I'm standing in the service area and no one would address or make eye contact with me. Two service reps were talking back and forth using PG 13 language (I'll be nice and not repeat it) in front of my two children. When I finally did get service the service rep was curt and not very friendly. I felt I was being talked down too and it was not a good feeling. I told him I was taking my kids next door for breakfast and left my cell number for him to call. When I returned the rep stated there you are and informed that the part needed to be ordered so I was fine. I asked if the battery would be drained by the door not being fix (it had happen already) I hope not was the answer I got. When asked when the part would be in I was told maybe a week. Anyways when the part did come in and the door was fixed my wife asked why on such a newer van would this happen the we were told things burn out and ask if this would be a problem with the other door who knows was my answer. A few weeks later my van failed to start and I decided to give them another shot (maybe it was just an off day) and had my van towed there. That was a big mistake. I talked to them at 8 that morning and by 5 we got a call that the part had to be ordered etc. My wife had a few questions and concerns that the service rep did not know and/or could not address. My wife asked to speak with the service manager Jim Vidoia to address these issues but was told he was with someone and he would return her call. Jim did not return the call. The following day I got a call to pick up the van. I asked the service rep why my wife's call had gone unanswered twice and she did not have an answer. I asked for Mr. Vidoia was told he was not in. I asked for the GM/owner name so I could email, talk to, write a letter, etc. to them and the service rep would not give me any information. We just have Jim was the answer. 30 seconds later when I recalled I was given my answer. Mr. L'Archevesque I hope you address your service dept. I thought I found my dealership for life (or a long time at least) but given this treatment I am unlikely to give any your dealership another penny. Jim Vidoia did finally return my call and while he did answer my questions and explain about the van issues. He had no answers about the poor service. More

This went from what I interpreted as bad customer service This went from what I interpreted as bad customer service to one that kept loyal customer. I believe the only real problem was miscommunication betw This went from what I interpreted as bad customer service to one that kept loyal customer. I believe the only real problem was miscommunication between service intake to the service department manager (Jim) this caused a bad feeling, I felt blown off. In the real world "it" happens within any support technical or mechanical. Also after going back and fourth to speak with Jim I can see how a callback might get missed this guy works his tail off. At first I gave this dealership rating a 1 (at first). After working with Jim whom corrected the problem, which was just a mistake during a service visit (accidental broken piece on lower air intake). Elmwood Dodge/Chrysler covered the labor, made it a priority and not only brought my wives T&C in ASAP had only their foreman Ernie(whom was great, spoke to him personally) do the install.. Afterward James Bray(Service Manager) wanted some details regarding the experience, from A-Z (which in my opinion, right there speaks volumes that they cared about making customers happy and loyalty mattered to Elmwood Dodge/Chrysler). In this day in age most major companies are bottom liners ("all about $") ,business have to make money, they wouldn't exist if they. When they do this at the cost of bad customer service, you lose more than money, you lose loyalty which in the long run is worth the most. James Bray that I had this particular conversation with understood that completely. I believe Jim did too, we didn't really speak "business talk" but he knew keeping a customer was worth more than anything. So I explained the chain of events on what went on. Technical diagnosis is a pain sometimes you have to fix a problem and see if something else remains, during the course air filter lower plastic clip broke which being plastic happens. My wife who brought the care in for a tune up then eventually noticed coolant leak they troubleshot this and found some leaking near the intake manifold gasket,(this was in fact two separate issues you could clearly see on the cylinder head coolant dripping) and was fixed, there was still as slight leak the next day, I looked myself and could see the side of the radiator had a leak and brought it in a for a quote\possible repair, during one of the visits the air filter was changed and that's when the piece to the air box broke. To fix the radiator since such easy to access I went aftermarket put this in 45 minute job just to save some money, I also saw why the surging was going on that my wife mentioned, The clip retaining the top part of the air box was snapped off. I explained after the service manager replaced the bottom portion and made things right, they are now a 5 in my book (just fixing it, and talking it out with Jim went from 1 to 5). Working with Jim and James, who understood the issue and corrected it (unbelievable ETR).Needless to say I Couldn’t wait to come home to update my review on dealerrater.com. The dual coolant problem is just BAU technical support you have to fix one thing before you start fixing multiple things since you will never determine RCA. "IT" we call it the shot gun approach (change more than one thing at once to attempt to fix some unexplained problem)and its the worst way to troubleshoot. So their service department is okay in my book now, I would recommend them to anyone. Honestly, I jumped the gun before talking to the proper folks at Elmwood. Once my T&C came out of the garage, James went on and asked if there was any possible thing he could do for me, (I wasn't expecting to be asked) but I figured if anyone could program this RKE(Remote Keyless Entry FOB (ordered aftermarket long time ago and whole other story) would be Dodge/Chrysler themselves. Turned out I got a broken RKE via aftermarket *NOTE* THIS WAS AN AFTER MARKET RKE, ***NOT OEM*** nor purchased from this or any Chrysler\Dodge dealership**** just because of the price for the part I went that route, which I will return since it’s just garbage. This is hit or miss with the aftermarket RKE industry. I was more than happy they even tried . I thanked them for the attempt asked them for the price of a new one, at this point I had no issues with Elmwood or service department working on my car(s) even paying for an RKE since its a T&C and wanted to have one programmed and pay for it BAU my old RKE was going south. I did ask if possible maybe do something on the price or program fee or whatever they could. Jim returned in 5 minutes said he had good news and bad news, good news he handed me an OEM RKE, Bad part was the internal security of the car will only allow an attempt or two to program an RKE since we tried the aftermarket first we had to let the computer clear the attempt. Friday AM to allow the internal security system to reset dropped off the T&C the pro's at the garage since subsequent RKE attempts are certain procedure that take on average an hour take hour, received free shuttle service home, once programmed, their driver was going to pick me up. I have to admit I wish I remembered the shuttle drivers name. Even his personality was great. Every interaction with the service department be it Jim, James or Ernie had been great, each one of these men, though at this point they weren't making any money off me, were giving me the attention and care like I was buying their newest SRT. Jim, Ernie, James and all whom went above and beyond their job duties. In this day in age it speaks volumes for Elmwood's customer service, to me I see they want long term relationships with their customers, make happy customers and not at just that particular moment, but build a loyalty base. FYI. I normally never write-up reviews, bad or good. Once I have been done wrong I just don’t go back. However Elmwood Dodge I had a feeling if I spoke to the proper folks would make things right I've worked in the automotive industry in the past and they only thing that has ever kept anyone in business is loyalty to the customer and I will continue to speak well of them and refer friends, family and suggest them if it ever comes up. John A D'Alessandro Verizon Telecommunications INC More