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Falls Motor City - Service Center

Cuyahoga Falls, OH

2.7
38 Lifetime Reviews Review Dealership

38 Reviews of Falls Motor City - Service Center

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September 03, 2020

"Hi. Let's start at the top. Previously I had called to..."

- amylc20

Hi. Let's start at the top. Previously I had called to have mainly due to my front end and decided to make an appointment to have it looked over. A week prior to my appointment my vehicle completely lost all power in the middle of the night on the Eway on July 27th. I had it towed to Falls Motor City in Cuyahoga Falls that same afternoon. On July 29th they had finally got it into the garage and looked over. I was told I needed to purchase a new battery to start. Nearly 300 bucks mind ya. By the end of that day "the repairs were completed" at 5:27pm they were working on paperwork and 6pm they text me again saying "We close at 6. If you want to pay for your service online, I can leave your keys in your car to pick up after hours." 6:02 they responded with a link to use for payment.. I reply back at 6:04 that I would pay. But at 6:11 they locked the doors. Only giving me 7 minutes to get on and fill out the information and process a payment at the very last literal moment. Who gives a customer that kind of time frame?! This starts my irritation and it doesn't stop there. The next day I go to work with the plan to have someone take me to pick up my repaired vehicle that evening. We arrive; I receive my keys. I happily proceed to my vehicle to only be discouraged the first try it doesn't start. Then the 2nd.. then the 3rd.. im becoming highly agitated and disappointed. I try a total of 5 times before I approach the desk needing answers. Ofcourse whomever is sent out with me "doesn't understand what's going on" we finally get it to start and its the ugliest thing I've heard not to mention the disco of lights on my dashboard also. So you allowed a customer who worked all day and drove a half hour there on someone else's time to pick up a repaired and completed vehicle that seemed as if it was never really worked on?! Altho I could tell it had been worked on or atlease sat in with the amount of thick layered grease covering the inside of my driver door! Not until i reach out again on the 31st do I even know someone is looking at it! And yes this was the first time since the "pick up" it was finally being looked at. Mind you this is 9am. By 11 they know it's the PCM. Interesting. Aint no way you guys test drove that vehicle multiple times as im told and it wasn't in the shape it was when I came to pick it up.. it was.. it was ignored. And instead they presented a big pile of xxxx to a paying customer as well as it was proven to me my cars cleanliness or respect for ones belongings was not a concern or priority of theirs. Now for a few days we did go back and forth on ordering part and info in regards to repairig it. As i was reluctant to keep it there. Being im in the middle of waiting for my new home to be move in ready and basically homelss till so I decided to leave it where it was and just get it handled. August 25th I received "Hello Ms. croft, we have installed your PCM and your Journey is starting up fine now. Your Check Engine Light is still on and it is running rough. Do you want us to dig in to why or would you like to pick up your Journey today?" IS THIS REAL LIFE? ARE YOU REALLY ASKING ME IF I WANNA WASTE MY TIME AND ANOTHERS DRIVING THERE TO PICK UP MY CAR THAT CLEARLY ONCE AGAIN IS NOT xxxxING REPAIRED FULLY OR CORRECTLY?! WOW. They say "would you'd like us to figure it out." ......*blank xxxxing stare* OBVIOUSLY! August 26th no update to be given when i ask. I ask again on the 31st! I finally receive word it needed an Alternator. Which is hilarious because i said this to them multiple times and was out off about it. Also nearly each and everytime ive had to reach out to them to get updates and information. Just like today but il get to that.. I ask again on September 2nd for an update about pick up.. tried to contact them many times.. i am getting my keys TOMORROW for my house i NEED my vehicle. Apparently their phones were down. I wait until 11 am today when they open at 9. I'd think a garage should be immediately calling a customer that has been wothout their vehicle for over a xxxx month to inform them of a new issue! But no they don't do that there. So yes i call.. im irrate. These last few weeks each time i have reached out i have calmy let it be known i was becoming unglued with the various shortcomings on their part. And to write it down somewhere how disappointed and aggitated I have became so it would be no surprise when this came to a head. Apparently not only is the Alternator need replaced and not done today there is suspension issues of se kind that need done first! Oh nice. Thanks for the update... that i had to stalk you donw for!! Here i am thinking I would absolutely picking up my car today. Where the xxxx is customer service or support? I haven't been treated as if I was an important customer not one xxxx time. Couldn't even offer me a rental, free detail or oil change. Woulda been nice to be thought about "this woman's care has been here X amount of days" ....as a previous manager in the customer service world you take xxxxing care of them! I dont feel as if i have been at all. Im very dissatisfied and disappointed. Im now currently waiting for them to repair all these things. He tells me if I dont get it done tonight (he stats their open late) he could probably get me into a car..... but it's 11 I can probably hurry to get it done. Hurry. Oh is that something you guys do sometimes?? Because I can not tell.. and how does that make me feel? Like it will be safely and correctly repaired. No, no it doesn't. I don't like the sound of trying to rush because I now after month of being out out am demanding transportation. I sure hope this is what you guys do to your customers the majority of the time.. i will not be suggesting or returning. I sure hope my vehicles repairs end up being too notch if and when I finally get it back into my possession after my bank account has serverly flat lined ofcourse. Shake my xxxxing head. I just love being xxxxx for my money. Do better

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No
Employees Worked With
Sep 04, 2020 -

Falls Motor City responded

Thank you for bringing this to our attention. I am extremely concerned by your review and would like to speak with you to learn more about your experience. Please contact me at your earliest convenience. Sincerely, David Milan, Service Manager, dmilan@fallsmotorcity.com

September 29, 2019

"Nice dealership"

- Dougie 2224

My salesman Dave is a good salesman and never pressures me and the service department no problems and the waiting area clean and customer friendly.

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Yes
Employees Worked With
Oct 01, 2019 -

Falls Motor City responded

Thank you for taking the time to leave us this feedback. Your review gives us the opportunity to learn if we are delivering great customer service, and we are glad that this was the case with you! Please let us know if we can help you with anything else! Regards, The Falls Motor City Team

August 13, 2019

"Worse Service Dept!"

- Mamabear07

The Service Department is beyond subpar – absolute joke (especially service advisors). Will not give them my business ever again. Their speed and courtesy towards loyal and high paying customers (bought last 3 cars from them and have had all services at this dealership, always wanted to give them another chance). If you have ALL the time in the world, then it might be your kind of place (I don’t have 9-10 hours a day to wait around for a simple service), but nothing gets communicated or done quickly, efficiently, or respectfully. This dealership service department and service advisors do not value customers’ times, hard earned money, loyalty, and patience. Too many strikes against them. Listed in order of absurdity below: A few weeks ago I started hearing a rattling noise on my car, so I scheduled an appointment – had to be 3 weeks out as they’re that busy (later to find out the lies behind this as they overbook themselves too much) . Appointment was for Monday as they were busy that far out. Dropped off the car on Sunday night. Monday morning at 8am I get a call to go over details of problems (great start). At 11:30am (3.5 hours later) still haven’t heard anything from them, so we give them a call and are advised we’ll be called back -> 40 minutes go by, finally, the call back is made. It was determined that 2 sway bar links need replaced – awesome. I advise them to give me a call as soon as they’re done so we can go and pick it up. 3 pm (3 hours after the call back) rolls around – no call yet. I call them, and of course, am told that they will have to call me back. 4:40pm comes – still no call. So I call -> service advised tells me that he thought he called me, which he hadn’t. Tells me that car will be ready at 5:15-5:30 (10 hours after dealership opens). I advise him that I work until 5 and then at 5:30, so I need a loaner car. He proceeds to tell me there’s no loaner. I ask to speak to a manager. After 5 minutes on hold – manager answers, I explain the situation, and he immediately tells me that car keys and paperwork are in front of him and ready (what in the world was the service adviser telling me? Either lies or had no clue what he was talking about at that point). I advised the manager of the non existence of their communication towards the customers from their service advisors. At NO Point did he proceed to apologize, but rather just keep making excuses of how they go through 40 cars a day (overbooking, even after I scheduled appointment 3 weeks prior), how things take time, and to defend their practice. He didn’t even attempt to apologize, or to offer to make anything right or to do a courtesy discount. I advised the manager that my family will not purchase or service any vehicle any longer there in result of their incompetence (see below for other examples – short versions of those). A few years ago my car’s headlight burnt out, so we took it to get it replaced. As the car was new model, they didn’t even know how to change the lightbulb (Chrysler car at a Chrysler dealership?? Really?). We dropped off the car in the morning; didn’t hear anything from them until WE called them 4 hours later. At that point we were advised that they’re still looking into it. 3 hours after that – WE called them again, at which point they advised it was done and it was going to take another hour to get the courtesy shuttle to the house (we live 10 minutes away) so we can pick up the car. At no point did they initiate the call to us to advise of time expectations, status of repair, or anything. Last year took car for a recall and electrical issue. Scheduled an appointment Took over 2 hours to even diagnose (again, service advisors were nowhere to be found or to be in any kind of remote hurry to take care of waiting customers) and another 1 hour to push the update to the car, which in the end didn’t even push as my car wasn’t appropriate for that software update. I have used the Express Lane oil change quite often, and more often than not, it takes over 1.5 hours for that to get accomplished (not because it doesn’t get changed quickly, but rather because service advisors wait over 20-30 minutes after the car is done (I can see it sitting in parking lot washed and ready) to even find the customers to check them out). I cannot stress enough - this dealership service department and service advisors do not value customers’ time, hard earned money, loyalty, and patience.

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No
Employees Worked With
Matthu Oligney
May 18, 2019

"Avoid Their Service Department! "

- KMS1234

I purchased my Jeep here 5 years ago, and the sales experience was good. Unfortunately that's the only good thing I have to say about this place. I absolutely love my Jeep and it's really unfortunate I can't trust the service department of the dealership where I purchased my vehicle. I recently brought my vehicle to the "Express Lane" for an oil change and tire rotation, two days in a row I was turned away because they were too busy. Finally, the third time I brought it back they were able to fit me in. While rotating my tires, someone came out to alert me that my brake pads and rotors, front and rear, were in need of immediate attention and needed to be replaced. The problem I had with this, is I had just had all of them replaced a year earlier, and again 8 months before that. When I asked how they could possibly be wearing out so quickly, the only answer I was given was "it's the way you drive." When I said I have NEVER had this issue with a vehicle before, I was met with "well this is a different car." I spoke with a Service Manager and he said he would look into the brake warranty and get back to me to let me know what they could do.....except he never bothered to call me. I can't help but wonder if they use crap parts that wear out quickly so you have to keep coming back to spend more money. On another visit, they recommended four new tires, even though I had just replaced them about 30,000 miles earlier. Maybe they assume that because I'm a woman who comes in alone I'm too stupid to ask questions? Shame on Falls Motor City for trying to take advantage of a loyal customer. I will never step foot into this dealership again.

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No
Employees Worked With
Anthony
May 20, 2019 -

Falls Motor City responded

We appreciate you sharing your experience with us. We would like you to know that we are always open to communication. Please feel free to reach out to us directly so we can earn your trust again. Thank you, and we look forward to hearing from you soon. Regards, The Falls Motor City Team.

May 02, 2019

"Premium Customer Oil Change"

- CJ

Falls Motor City easily comes to mind when considering purchasing or servicing my vehicle. The highly-skilled staff showcase their capacity, patience, and heart to go above & beyond the call of duty when their tight schedules permit. The customer service team keeps me in the best possible position to have a safe & most enjoyable driving experience. An honorable mention must include salesman Dave McGraw (and supporting cast....finance, and Todd Dungan....we are all more capable with a strong team). I can confidently say the first-class care, advice, and genuine support are treasured. I consider Dave like a mentor and sometimes toss around ideas pertaining to my life goals. Cheers to “our” continued growth & ....Thanks a Million, Carise C. P.S. A special shout out to all who assist with meeting my extreme “car wash” demands! You are simply accommodating!

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Recommend Dealer
Yes
Employees Worked With
May 03, 2019 -

Falls Motor City responded

Thank you for the glowing review! We take pride in our customer service and do whatever we can to have our customers leave happy. Please don’t hesitate to contact me or visit us if you need anything else. Regards, The Falls Motor City Team.

November 30, 2018

"Used car won’t run after 1000 miles"

- Robert R

I would strongly NOT recommend. Paid good money for a used 2013 Durango. Less than 1000 miles and it intermittently won’t run. Took the car to their service department and they charged $400+ and did not fix. They diagnosed and said the problem was the battery. They have refused to look at it again without charging for another diagnostic fee. They acted like they really didn’t care if I was satisfied or they had previously tried to fix it. Really get the impression they don’t care about their reputation.

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Recommend Dealer
No
Employees Worked With
Dec 17, 2018 -

Falls Motor City responded

Thank you for taking the time to submit your review. We have tried to contact you multiple times to get the vehicle back in to the dealership and see what's happening. We value your business and want to make things right. Please contact Fixed Operations Manager Matt Milan to discuss and schedule! He can be reached at 330-929-5700 or via email at mattmilan@fallsmotorcity.com! We look forward to addressing any issues you have!

November 23, 2018

"They are the rip off service "

- A very, very pissed off person

They screw you over. They say they fix your car but the don’t. Then they want to charge you again to see what is the matter with it.. we payed once and they said they fixed it but it is still going the same thing. I would not recommend them to anyone. The suck

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No
Employees Worked With
November 08, 2018

"Sells parts, takes payment then cancels order"

- Lazyhillacres

Ordered a part paid in full then received an email stating order cancelled and refund coming in 7 days, no other explanation. Requested reason why and stated no inventory. If that’s the case no order should have been confirmed or money taken. I now have to wait seven days for my refund not counting the three days they had my money in their bank. Excellent business model for going out of business

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Recommend Dealer
No
Employees Worked With
David, parts
September 25, 2018

"Best dealer experience ever"

- happy customer

After having a great experience with my Jeep Grand Cherokee, I returned to have my pristine 2003 Ford F 250 Truck in for a wheel alignment, tire rotation, and oil change, and again it was superb service and I was in and out in nothing flat. The service department swapped out my old head light bulbs with new HD bulbs that I had purchased at the auto parts store free of charge. Great job and kudos to Betsy and the service department for another great experience........Thank you........Craig

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Recommend Dealer
Yes
Employees Worked With
September 07, 2018

"Good Experience"

- Robert W

Work was completed as promised, went beyond to get me a rental when car was not completed by end of day.Called with updates as requested.

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Yes
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