Greenway Dodge Chrysler Jeep - Service Center

Went in with my Laramie Longhorn 2020. Had a few issues as it is at 33k miles. 2 days later nothing is fixed. My wife took a day off work so tires and alignment and other fixes could be ma Had a few issues as it is at 33k miles. 2 days later nothing is fixed. My wife took a day off work so tires and alignment and other fixes could be made. Nope. Then there was no communication. No one went to pick her up so she could get the car. Called and asked for a manager to call. That never happened. Not just poor customer service NO customer service. More

Email sent to their LT team: I would like to share with you our recent experience with your Orlando Greenway Service Center (9051 E. Colonial Drive). We booked an appointment for January 2, 2023, to have o you our recent experience with your Orlando Greenway Service Center (9051 E. Colonial Drive). We booked an appointment for January 2, 2023, to have our 2018 Ram checked as it was presenting extensive vibration in the middle console when driving 60 + mph. Prior to taking the truck in, we had already changed 2 bended rims (this is how we bought the truck from Greenway), balanced our tires, and had a wheel alignment. · 1/2/23 o A full inspection was conducted, and we received a call stating that the tires required a road force balance (this was around mid-afternoon; the truck was dropped off at 7:30am). § We decided to go in to speak to Henry Diaz (Service Advisor) in person, because we believed the issue were not the tires. Once we arrived, he stated that the road force balance could not be performed, because the Service Tech Manager looked at the tires and said that the balance wouldn’t do, and that we just needed 4 new tires. After a lengthy discussion with Henry and us sharing that we truly thought the tires were not the issue (during this conversation, we were told that a full inspection was conducted and there is absolutely nothing wrong with our truck; we just needed new tires), we agreed to buy the 4 new tires from you. It was concluded that the tires would need to be ordered the next morning and that he would call us once they had arrived. · There are several things that I would like to call out from that day’s experience: o Did our truck really need to be in the shop for such a long period of time to diagnose it, and to give us a call with your proposed resolution? What’s the purpose of making an appointment, likely be charge by hours of labor, yet keep our truck longer than needed? o Why did your story change from 1st our tires needing a road force balance to then needing 4 brand new tires? § There is a clear lack of communication amongst your service techs and your advisors as you are not getting your stories straight. You cannot go around telling your customer that the issue is something and then say its something else. · The gap in communication is a known issue as it was acknowledged by both Brian Lorant & George Uvalle. o We never declined the road force balance but were rather advised that you wouldn’t perform it because new tires were needed. § Henry documented in the record that we declined, which is not true. · 1/3/23 o We call in around noon to check on the status of the ordered tires. Henry advised that they had arrived, and that we could take the truck in at any time. We decided to drop it off the following day. § If the tires had already arrived, why weren’t we called as originally agreed upon? · 1/4/23 o The truck is dropped off at 8:30 am to have the 4 new tires installed. § Around 10:25 am, we receive a text from Henry asking if the wheel alignment should be performed, because it was needed. We replied, yes. · 4:30ish pm comes around, and we haven’t heard back on the status of our truck, so we begin calling. Called multiple times with no response. The one time that the call was picked up we are told that the Service Center closes at 5:30pm (it was already passed 5:30pm at that point). My husband decides to go in person (because we knew you all close at 7:00pm). As soon as my husband arrives, he is told that the truck is all done. Tires are changed, and that seal-drive pinion was replaced. o There are several things that I would like to call out yet again: § Does it really take over 8 hours to change 4 tires and conduct a wheel alignment? § Why didn’t we receive any updates from Henry once the job was done? § Why is it that during the 1/2/23 inspection you didn’t catch the seal-drive pinion leak that you caught on 1/4/23? · We never reported this leak; it was discovered by your Service team when servicing our truck. o Your records state that we reported it, which is not true. § Is there a reason why your own employees don’t know your hours of operation? § Why is it that if after calling multiple times from the same phone number calls are ignored, yet, when you call from another number the call is picked up? · This seems to be an known issue, because when conversing with Brian Lorant & George Uvalle, both acknowledged there are issues there. · The truck stayed overnight at the Service Center. o Personal decision as my husband couldn’t drive both cars. · 1/5/23 o We arrive around 8:30 am, asked for the paperwork (documents from 1/2/23 & 1/4/23) and to speak to a manager. We are introduced to Brian Lorant (as noted earlier there were some things discussed that were acknowledged during our conversation (will not repeat to avoid redundancy)). Shared our experience and concluded that we wanted the 4 new tires to be removed and for the old ones to be placed back to our truck. At that point, we couldn’t trust your word as the story had changed 3 times. Our conversation escalated, and we landed in George Uvalle’s office. o There are several things that I would like to call out yet again: § While we asked for the paperwork early in the day, it was never provided. § Brian Lorant needs some serious training on how to treat customers and how to de-escalate situations. More importantly, he needs to learn to not be disrespectful to his customers. · Never during our conversation did I raise my voice, cursed, or acted in a manner that was necessary for him to literally throw his business card at me when requested. § When asked, what can I do to make this situation better, my initial ask was remove the new tires and place the old ones back. The response was, let us check if the tires are there, and leave the truck, so we can work on it. We asked, how long is it going to take, we’ve already lost 2 days and are bound to lose another day today (time is money)? The response was, at a minimum 2 hours. o We are introduced to George Uvalle, shared our story again, and in the end, he acknowledges that there are lessons learned for his team, and apologizes for things. § Meanwhile, the 4 old tires are being put back in (took about 1 ½ hours). Henry comes back and says the truck is ready, we asked about the wheel alignment, and find out that it was never done on 1/4/23. Once again, we must wait for the alignment to be completed. Finally, when the truck is handed over to us there is a tire check warning sensor still on. We ask the tech to ensure it’s addressed as we are not willing to take the truck out until all issues are addressed. · Tech drives the truck for about 20 minutes, suddenly comes back, and drives into the shop once again. o Takes another 45 minutes to put air in the tires. § We finally take the truck. o About an hour or so later, we are yet again back at the Service Center because another sensor, ESC, has come on, the truck is taken back to the shop. · 1/6/23 o Per your recommendation, we installed the same tires you suggested with an outside vendor. · 1/7/23 o We brought the truck back-in because it’s still swerving to the right, yet, you had conducted a wheel alignment. § Once again, the truck spends the entire day in the shop, and we are told that the issue was just that one of the tires needed more air (even though, the tires have a sensor, and it wasn’t on). · We drive the truck out, and the issue persists, so we bring it back in and it stays in the shop (1/8). o I’ll also add that, we asked for a wheel alignment print out to confirm the work that was done, and the response was that the printout was not available. Henry just sent a picture via email that doesn’t confirm the work that was performed nor proof that it was our truck. · 1/9/23 o We called multiple times with no response, so drive back to the Service Center, and the response again is … everything is good. We once again asked that someone does a test drive with us, because we followed your guidance, bought 4 new tires, and aligned the truck, yet we are still in the same place as when we brought it in a week before. Vibration is still there and it’s swerving to the right. § Finally, you listen to our original request, and Anthony goes on a test drive with my husband and confirms that he agrees with what we’ve been saying all along. · Truck is back in the shop, but in the end, you then state that a rim is bended, and that is what is causing the vibration, and that the swerving to the right is normal. In other words, our truck came out the same exact way as when it came in except for making us spend over $900 on tires that weren’t necessarily needed at that point, because that did not solve our problem. I know this is a lengthy synopsis of our experience, but I believe it is important for us to share as there are several issues your Service Center needs to address and would love to hear that action steps will be taken to address by the respective teams. It is a shame that we no longer have the desire to ever do any type of business with your company because of our recent experience (even though, we have a warranty and live close by). There is a clear lack of knowledge from your tech team, lack of communication from your techs & advisors, lack of customer service skills and de-escalation techniques, and most sadly, deceiving practices (saying customers declined or reported things when those are clearly not true). While we appreciated George’s acknowledgement of the gaps and apologized to us initially, to still have five more issues (wheel alignment not being performed, being handed back the truck with a warning sensor, having to come back yet again, because the ECS sensor came on, persistent vibration & swerving to the right) after that discussion is disconcerting. The fact that your team works through process of elimination and expect for customers to trust their words is baffling after so much back and forth. Again, in the end, we are still stuck with the same initial issues we reported, and no accountability from your Service Department team. More

Do not do business with them. Slow rolled me for 6 months on warranty work that was approved in August and allegedly denied in December. I have lived in Central Fl for 7 decades Slow rolled me for 6 months on warranty work that was approved in August and allegedly denied in December. I have lived in Central Fl for 7 decades and will NEVER go to them again. Absolutely the worst and most deceitful experience ever! Too bad this Customer Satisfaction tool doesn’t allow negative ratings More

WARNING! I would not buy a car from this place. They will blow smoke and press you to buy an extended warning, that you will may not be able to use and their I would not buy a car from this place. They will blow smoke and press you to buy an extended warning, that you will may not be able to use and their service department is the worse I have ever experienced in my life. my girlfriend purchased a car June of 2021 We dropped the car there on Saturday because the extended warranty company that they sold us for $4,500 said the car has to go to the dealership you purchased the car from. We already new it needed shocks as the car was at the Cadillac dealership, but 4 new shocks all at the same time, I don't see how that can happen. Anyway, I got no feedback on the car at all while it was there. I called Monday, left a message and no return call. Called Tuesday, left a message and no return call. Called Wednesday, left a message and no return call. Finally I had to drive 30 minutes to their dealership and Stanley said that my service advisor Joshua Joseph never even called the warranty company and put in a requests for the money to fix the car. So the car sat there from Saturday to Wednesday night for no reason. Finally they started the process on Thursday, only to DENY my warranty claim and after speaking to GEORGE, I guess a manager, he said they are going to give me labor and parts at cost which was a total of over $4,000. So, I'm paying monthly on an extended warranty that cost $4,000 but when I need the car repaired , they want to charge me $4,000. This story is going all over the web, and I'm contacting the news media also. They have horrible communication, the sales agent lied and said the car is covered bumper to bumper unless it's regular maintenance stuff like oil changes and break pads, etc. This warranty company actually claim that shocks are regular maintenance. By the time I'm through with you GREENWAY DODGE, you will lose far more than $4,000. I'm a multi million dollar earning network marketing King, and you are going to feel my pain by the way you treated my girlfriend. You all are thieves and lying to people to get a commission on a warranty service that is trash . More

Simply the worst service I've ever gotten. Trace was the only person who seemed to have any interest in the fact that customers were there. I drove in, sat in my Jeep while employees walked b Trace was the only person who seemed to have any interest in the fact that customers were there. I drove in, sat in my Jeep while employees walked by without saying a word. I asked if I could get out and was told yes, only to be told to get back in and drive forward 1 second later. Then, I asked for guidance on what to do and was told maybe I should talk to a manager. The person went to get the manager and came back to tell me that the manager said I needed to come inside. I said, please tell him that I'm out here with me vehicle and he should come out here. The employee looked at me, walked around the front of my vehicle and left. Trace came along and he got me taken care of. I will NEVER buy or service a vehicle at this place again. There were also other people complaining about the dumpster fire that is constantly burning at this place. Stay away!!! More

Wonderfull fast that never expectint he bring more time and explain everything yo us yesterday and explain everything yo us yesterday More

My experience with David Hemmings and Jean were top notch, Brian the Service Manager was top notch as well. Bad experience with a member of Management dept. notch, Brian the Service Manager was top notch as well. Bad experience with a member of Management dept. More

From 5 stars to -1 star. On my first visit I had a great experience. Over the past 3 years they have been horrible. They have no problem taking advantage of warranties to boo On my first visit I had a great experience. Over the past 3 years they have been horrible. They have no problem taking advantage of warranties to boost their numbers. They have actually changed both control arms in 1000 miles. I never brought it in for control arms. No matter what my car went in for it took forever to get it back. I mean weeks. The know nothing about LOYALTY. I finally gave up on the last year BUT an oil pump they replaced last year failed. Exactly 1 year. It was still under Chrysler warranty so I had to bring it back. The job calls for 5 hours, they had my car almost 3 weeks. No one ever called me to keep me updated. I only received text replies after texting and texting and calling and calling. No one explained anything to me. Luckily I am familiar with the job. If you get a GREAT DEAL on a car purchase, GO FOR IT, Than get it serviced at Orlando Dodge. The service advisors appear to be all kids in their 20s. They don't even try to act like they know what's happening. I even left a message for the Service Manager to call me but he didn't. Go figure. I could name names but I don't want to put anyone's career in Jeopardy. I am never going back, even if it's for something they did. Do yourself a favor and go elsewhere More

I had an appointment this morning at 8:15am with their Service Center (I live 45 minutes away). When I arrived I was told that my car would probably not be looked at until Monday since Saturdays they only Service Center (I live 45 minutes away). When I arrived I was told that my car would probably not be looked at until Monday since Saturdays they only work half a crew, they are closed on Sundays, and that the Appointment Setters do not have a number cap on appointment scheduling. What is the sense of scheduling an appointment if the vehicle is still not looked at for 3 days? This is BAD BAD BAD customer services!!! How could management think this was a good business plan? I bought my vehicle in 2017 and the extended warranty in 2018. At the time I was very impressed with the attention to customer services. Even when I took the vehicle in for maintenance and service the staff were courteous and respectful of the customer's time. What happened??? The Service Advisor, Trent was very polite and respectful. That is the only good thing I have to say!!! Like everything else in the world - let's blame this ridiculous Service Center policy on COVID! More