I regrettably purchased a certified pre-owned Dodge Durango from Grapevine Chrysler Dodge Jeep. This dealer uses intentionally deceptive sales practices. They don't even deserve 1 star. They force you to purchase APEX Theft, Paintless Dent Repair (PDR), and Paint & Interior Protection Plans. Walk away and go to another dealership that doesn't require you to purchase the APEX plans, you will save yourself at least $1,200 and tons of aggravation. The APEX warranty description they give you when they sell it, IS NOT what you get. When you take it into the dealership to utilize any of those services, the service group tells you that none of the items that need to be fixed are covered under those plans. Additionally, the finance office does not keep it's word. They will tell you that all oil changes and tire rotations are covered under the Essential Care Gold plan, but then they enter it into the system as a limited number of oil changes and no tire rotations. These guys are the ultimate shysters. Maybe a class-action lawsuit against this dealership will cause them to change their ways. And shame on the guy who sold me the car that stated I had to buy the APEX plan, which is not true - I thought because you were ex-military (or were you ever in the military) that you were a decent guy - not the case.
This is my response to the owner and an update on our experience with your dealership. We were told the APEX Plan was already included and hardware was installed in the vehicle so if we wanted the vehicle we needed to pay for the plan. If this isn't your policy as the owner then perhaps you should communicate this to your sales staff. We were able to cancel the APEX plan after the fact and received a full refund.
Since then our airbag light went on and we brought the vehicle into Grapevine for service. Since it is a Certified Pre Owned vehicle it is covered under warranty. The issue was a shredded wire under the front passenger seat which your service department said wasn't covered under warranty. Your service records indicated that you had serviced the front passenger seat but your claim is you didn't shred the wire. We've done nothing to any of the seats except sit on them. We brought the vehicle to Huffines Lewisville who is excellent in comparison BTW and they told us not only were the wires shredded but the seat had been super glued together. Unfortunately they were not able to do anything about the poor workmanship that was obviously done under your watch. Your service department continues to decline rectification on this issue so I've escalated the issue to FCA which also provided excellent service. We've got a case number and they're taking care of it.
Most recently our check engine light came on. I took the vehicle to Grapevine again and decided to give you one more chance to prove yourself. I was told they could do nothing about my airbag and front passenger seat issue and it would be tomorrow or Saturday before they could even diagnose my issue. So I went back to Huffines stepped out of the vehicle they plugged a diagnostic device in immediately and asked me to come to the service advisers desk. Within 5 minutes he told me I had a slight vacuum leak that wouldn't effect the operation of the vehicle but they would get it fixed under warranty for my trip tomorrow anyway. They also called me an Uber to get home.
In short I stand by earlier comments with even further evidence your organization is unethical and provides poor service. I advise the public to avoid doing business with Grapevine. Consumers have choices and right now I'd rather drive the extra 10 minutes then set foot in your dealership again.
I would like to add further we're a Dodge/Chrysler house and will continue to be. We own three FCA vehicles now. All with exception of our new Durango have proven to be great reliable vehicles over a long period of time. In fairness the issues we've experienced with our Durango seem to stem from dishonesty and poor workmanship from the Grapevine Dealership.