Gene's Chrysler Dodge Jeep RAM

Trailhawk down! I only wish that Yelp offered less than one star because this dealership deserves nothing short of a lump of coal. On Sunday Feb 1, our brand new Jee I only wish that Yelp offered less than one star because this dealership deserves nothing short of a lump of coal. On Sunday Feb 1, our brand new Jeep Cherokee Trailhawk stalled in Fairbanks, AK on the highway. Several failed attempts to start. Was able to get it towed to my work for the weekend and then had the vehicle towed to Gene's Chrysler on Monday morning. We were told that they cleared the engine codes, got the vehicle running and it was ready for pickup. We went to pick up the vehicle Wednesday evening and didn't even make it out of the parking lot before the Service Engine light illuminated. We left the vehicle. Thursday we were again informed that the vehicle had been repaired. This time they did a PCM update. I read the service report and it indicated that there were several engine codes. All of them for cylinder misfires. I inquired about what they had done to investigate the misfire and was told that they did nothing...that they simply reprogrammed the computer and reset the codes. I assured the service advisor, Angelica, that the problem was clearly not addressed and that I suspected the vehicle would again break down. She assured me that it would not. The next morning my wife was stranded on the highway in a brand new Jeep Cherokee with just over 7k miles on it...the temperature outside..? -31F. Yes...thats a NEGATIVE 31 degrees fahrenheit!!! We again had the vehicle towed to Genes. They then lost the paperwork and the keys for a half day. They were unapologetic for sending us out with a still-broken vehicle. They continually fed us xx about the problem, rather than admitting that they were stumped... The diagnosis this time? The vehicle was due for an engine oil change!!!! REALLY??!! Are you out of your mind??!! The recommended service interval on a 2013-2014 Chrysler vehicle with synthetic blend engine oil is 12months/10,000 miles. If there is excessive starts and or towing with the vehicle, that number goes down. Our CHANGE ENGINE OIL light came on on Saturday Jan 31....the day before it broke down on the highway. Am I to believe that if I do not change my oil the second that the light comes on, it will break down in less than 10 miles??!!!! Really??!! The service manager, Terry, called me today, Saturday Feb 7 2015 and informed me that the vehicle was again repaired. I asked him what the problem was. He told me it was because we had not had them change the oil...The vehicle is only now 15 miles over the CHANGE ENGINE OIL light...keep in mind. I told him that it was not the problem and he then told me to "Shut the F@&% up and listen to him" I then called Lane Nichols, the owner of Gene's Chrysler and told him what his service manager told me and he told me not to bring the car to his dealership anymore. We then went to the dealership to collect our vehicle and were asked to sign a statement saying that we were threatening to the staff and that the vehicle problem was due to poor maintenance. When we refused, the service manager, Terry, told us that he would call the police and have us arrested for 'stealing the vehicle'... yes, for stealing our own vehicle from their business after they had performed no billable work on. Really??!! NOT TO MENTION....the vehicle, again, WOULD NOT START!!!! UNBELIEVABLE!! Still a broken vehicle. We have escalated the case to corporate. They were appalled. They have assigned the complaint to a case-worker who is supposed to contact us on Monday. We then had the vehicle towed from the dealership. More

Sales department good, Repair shop not so good. The customer service in your sales department is excellent. I have had issues with the repair shop which makes me hesitant to purchase again but am gi The customer service in your sales department is excellent. I have had issues with the repair shop which makes me hesitant to purchase again but am giving it another shot. I was told by my sales rep that I am able to contact him when I bring my truck or car in and he would make sure all went well. I hope that I don't have to involve him but will if I have to. More

I have had a HORRIBLE experience thus far with the customer service in the service department. I have a certified pre-owned vehicle still with the original warranty. The warning light that indicates t customer service in the service department. I have a certified pre-owned vehicle still with the original warranty. The warning light that indicates that the car is over heating came on this past Saturday. Seeing as how I will be moving back to the lower 48 in 2 weeks, I took the vehicle to Gene's the first business day after the light came on so that I can get this taken care of quickly. I was told when I dropped the truck off that they would try and squeeze the vehicle in if I could leave the vehicle with them all day; however, I was still asked to schedule an appt for their first available time that upcoming Thursday just in case it couldn't be squeezed in. I DID explain to them at this time that I would be moving and that I had a limited amount of time. So Monday at 8am is when I dropped the truck off. I was NOT offered a rental car. I called all week inquiring about my vehicle and each time, Jade (one of the front desk clerks in the service department), just offered to give me my keys back. By 2pm on Thursday, I still had not heard anything so I called them. I spoke with another lady, Mariah, who told me that my vehicle was in the bay and that she would call me back with an answer by the end of the day. By 4pm, I still had not gotten a response so I called back and Mariah told me that the tech had to do one more test and that they would get back to me on Friday morning. Friday morning, Mariah calls me and tells me the part that I need. Because I now only have a week before I leave Alaska, I have to have a part expedited here, but get this... Instead of having me pay the extra cost of the shipping for rushing the product, they're telling me that I have to pay 20% of the total cost of the product and that because of the product's weight, they're tacking on an extra $15 (even though I have the full manufacturer’s warranty). I was told that I could drive the vehicle as long as I didn’t leave it idle and that I could be on my way to pick the truck up. When I got there, Jade had my truck waiting for me and ready to go and then she told me that I had to prepay the cost that they quoted me. I explained to her that I don’t want to pay for the part until it is put on my vehicle. Because they’ve taken over a week just to look at it and because the part won’t be here until Tuesday at the earliest, I didn’t want to prepay for something that I’m not sure they’ll be able to do before next Friday. When I explained this to Jade, she told me that I could not leave with the vehicle (even though they had not yet done any work and I hadn’t even signed anything for the part to be shipped to them). I then asked for a manager and instead of getting me a manager, Jade offered me a rental car and had a tech come speak with me who basically told me that I risk blowing my engine if I drove the truck – contradictory to what I was just told 10 minutes earlier. I spoke with the service manager, Terry, who didn’t listen to anything that I had to say and basically told me that there was nothing he could do. After realizing that I was going to get no where with the service department, I asked to speak with the owner but, conveniently, he is out of town. I got directions to get to Budget rental car and if it’s not already bad enough, they sent me to the wrong place. When I finally made it to Budget, I was informed that because I was under the age of 25, there is a $15 fee per day for the rental car. I called Gene’s back, Jade had no compassion and she told me that she knew that her manager would not waive the fee but that she would ask him for me anyway. While I’m waiting for a response from her, I pull back into the parking lot at Gene’s and I see the manager, Terry, get in his truck and leave. I then asked for the diagnostic paperwork on my truck (so that I could call and report all of this), but per Jade, they don’t have any paperwork and won’t until the job is complete. I confronted her and told her that anytime a diagnostic check is done, the dealer or auto shop always gives the customer some kind of paper telling you what the problem is, how to fix it, and what the cost will be but she still denied this to me. So now it’s Friday evening and I they still have my truck, I don’t have a rental, and I don’t even have the paperwork to go by. I have called corporate and should be hearing back from them Monday and I am also going to be filing a complaint with BBB for this branch. After dealing with their attitudes and lies, I don’t want them working on my car and, hopefully, I will be able to get everything situated so that I can have it fixed when I get back in the lower 48. (fingers crossed) Good luck to anyone who has to deal with them in the future!! More

My husband and I bought an used vehicle from the dealership back in November. We figured we would invest and pay $4000 "2 year warranty" since our truck had about 100,000 miles on it (2002). It is o dealership back in November. We figured we would invest and pay $4000 "2 year warranty" since our truck had about 100,000 miles on it (2002). It is our only means of transportaion and we both have jobs. Anyways, about Feb we noticed our heater wasn't working properly so we checked it out then figured "hey let's bring it in we have our insurance & warranty". To make a long story short it took them over 2 weeks to fix a minor problem (changing a thermostat), they ordered new parts (charged to our bill) that we never agreed on, told my husband that we needed additional work (that didn't needed to be done), and when I called to cancel because their insurance no longered covered the rental car/ I was taking it elsewhere they miraculously began servicing our truck. The funny thing is "they claimed to have started on our truck two days prior but the actual service work only took 1 hour. So a brand new vehicle maybe, their SERVICE department HECK NO! O and a few miles after we got our truck back our engine light came on. Got it checked elsewhere come to find out they messed up our truck more. We ended paying more money WITH the warranty More

After spending $2600.00 in service, and having my car there for a week, they still didn't fix the problem. The customer service was horrific. We could never get a call back about what was wrong or an upd there for a week, they still didn't fix the problem. The customer service was horrific. We could never get a call back about what was wrong or an update. They lied and said they didn't have our phone number, when we had to give it to them to make the appointment a week prior to having it towed there, and after 2 days of it being there. Susan was the service advisor - what a joke! She did everything but advise us. The service manager Terry could care less, and his supervisor Lane, basically said I was lying about the bad customer service!!! I can't believe on their website they advertise they have a 5 star cutomer satisfaction award. I am going to look into that and hopefully hold them accountable. They have absolutely no ACCOUNTABILITY! More

Be aware that the service dept. for this dealership will try and rip you off. They lie to make money. They will tell you that your vehicle needs things done to it, then feed you a "sale" they just so happ try and rip you off. They lie to make money. They will tell you that your vehicle needs things done to it, then feed you a "sale" they just so happen to be having on that particular item they claim you need done. GET A SECOND OPINION before believing anything they tell you! More