Recently my daughter was having problems with a radiator leak in her 2014 Jeep Laredo Limited. It took a week to get an appointment. Once she was given the appointment and took the car, she didn’t receive a phone call or email to let me know what was going on. She was finally able to reach Eric in the service department who said they didn’t have time to look at her car. The following day Eric said there were 11 cars ahead of her. The question then became why would you overbook if you only had a certain number of technicians. She was also told she didn’t have an appointment. A phone was made to the service manager in an attempt to find out what was going on. We were left on hold for over 15 minutes. In fact, we drove to the dealership to see the service manager while being on hold. Once there, we were greeted by Eric asking what he could do for us. We informed him we wanted to see the service manager. Rather than to get the service manager he wanted to know why we wanted to see him. We went on to say it was about the lack of customer service we’d received, he knew exactly who we were without saying our name. The service manager did come to see us. He began by saying my daughter didn’t have an appointment. My daughter informed him that Sommer had scheduled the appointment. He then said she may have put the appointment in a different system. I then showed him my phone, still on hold, asking if he saw how long we’d been on hold. He then said that they had just put in a 25K phone system and were still working out the kinks. Still not a responsible answer. He then said he would make sure her car was looked at the following day first thing and he would call to let her know what was going on with the car. Mark the service manager called her several times the next day letting her know what was going on. If she’d had the customer service she received prior to having to go to the dealership to find out what was going on, this review would be totally different.