Heritage Chrysler Dodge Jeep Ram Owings Mills - Service Center

CUSTOMER SERVICE IS HORRIBLE!! I HAD AN APPT FOR 730AM TUES. NEVER RECIEVED AN UPDATE ON MY VEHICLE. I CALLED MO AT 1130 AND I WAS INFORMED THAT MY VEHICLE WOULDNT BE WORKED ON UNTI I HAD AN APPT FOR 730AM TUES. NEVER RECIEVED AN UPDATE ON MY VEHICLE. I CALLED MO AT 1130 AND I WAS INFORMED THAT MY VEHICLE WOULDNT BE WORKED ON UNTIL THAT NIGHT. I EXPLAINED THAT I HAD TO WORK AT 2PM AND WAS NEVER OFFERED A LOANER CAR AND WAS TOLD HE WOULD CALL ME BACK WITH AN UPDATE I NEVER GOT A CALL I CALLED THE NEXT MORNING AT 730AM. MO STILL DIDNT HAVE ANY INFORMATION FOR ME. I TOLD HIM THE CUSTOMER SERVICE SUCKED HE STATED IT WASNT CUSTOMER SERVICE AND MY CHIEF COMPLAINT IS GETTING MY CAR REPAIRED. AND THAT THE VEHICLES ARE SERVICED ON A FIRST COME FIRST SERVE BASIS AND I TOLD HIM MY VEHICLE HAD NOW BEEN THERE FOR 24HRS. I NEVER HEARD OF A SERVICE DEPT WORKING ON YOUR CAR FIRST COME FIRST SERVE. WHAT IS THE PURPOSE OF HAVING AN APPOINTMENT IF I HAD TO WAIT 24 HRS AND HE STILL HAD NOTHING TO TELL ME ABOUT MY VEHICLE. I TOLD HIM I COULD HAVE BOUGHT MY CAR THERE ON WENSDAY AND HE TOLD MY I WOULD HAVE LOST MY PLACE IN LINE. IF I AM A CUSTOMER AND RECEIVING SERVICE FROM THIS BUSINESS AND HE IS MY CONTACT WHAT EXACTLY IS CUSTOMER SERVICE? AFTER ASKING FOR THE MANAGERS INFO MY CAR WAS AT THIS DEALER FOR 4 DAYS. I WAS NEVER OFFERED A LOANER CAR AFTER EXPLAINING THAT I DID NOT HAVE A VEHICLE TO GET BACK AND FORTH TO WORK AND I HAD AN EXTENDED WARRANTY THAT COVERED LOANER CARS. EVEN WITHOUT A WARRANTY IF YOU EXPECTED TO KEEP MY CAR FOR AN EXTENDED PERIOD OF TIME OR YOU KNOW YOU ARENT EVEN GOING TO LOOK AT A CAR THAT SAME DAY BECAUSE YOU ARE OVERBOOKED SHOULDNT I BE OFFERED A LOANER? I WILL NEVER GO BACK TO THIS DEALERSHIP AGAIN OR RECOMMEND THIS SERVICE DEPARTMENT TO ANYONE. IT'S EXTREMELY HARD TO GET IN CONTACT WITH ANYONE. SO MO ACTUALLY GAVE ME HIS CELL PHONE NUMBER. WHEN I BOUGHT MY CAR THERE TONY CHECKED MY CAR IN AND SHOWED ME HIS COMPUTER SCREEN TO SHOW HOW MANY CARS WERE SCHEDULED FOR THAT ONE DAY I BELIEVE THEY WERE OVER 15-20 CARS OVERBOOKED FOR A TOTAL OF 43 FOR THE DAY. HE STATED THE CUSTOMER SERVICE CENTER THAT SCHEDULES THE APPTS DOES THIS CALL THE TIME. SO AT ANYTIME THIS CAN BE YOU WAITING DAYS TO HAVE YOUR CAR SERVICED DUE TO POOR SCHEDULING AND POOR SERVICE AGENTS. I HAD A HEATING ISSUE WHICH WAS COVERED UNDER MY EXTENDED WARRANTY IT WAS SOME PUSH BACK ON THEM COVERING WHAT WAS RECOMMEND BY THIS DEALER. ALSO TRANSMISSION ISSUE WHICH WAS COVERED UNDER POWERTRAIN. ONCE THE WARRANTY COMPANY AGREED TO COVER ALL PARTS THAT WERE RECOMMENDED MO ADVISED ME THAT HE STILL NEEDED TO KEEP MY CAR FOR ANOTHER DAY. STILL NO OFFER OF LOANER. OVER ALL EXPERIENCE WAS HORRIBLE. More

Poor service Terrible experience and service. I made an appointment for 8 AM today and informed both the individual on the phone and the service rep that I would Terrible experience and service. I made an appointment for 8 AM today and informed both the individual on the phone and the service rep that I would be waiting for the vehicle. After 3 hours of waiting I was unable to locate my service rep and discovered that my Jeep had not been touched from somebody identifying themselves as a manager. I was told that my appointment was with the service rep and there was no scheduled time to have a technician look at it and she didn’t know when and if they would get to it. I also learned that my service rep was in training and my service was not reassigned to someone else. Very poor customer service. I’ve purchased several vehicles here over the years. They have lost both my sales and maintenance business. More

Friendly Personality I showed up to the express lane and was greeted with a warm and inviting personality. For having a 10 car line back up in the service department, bein I showed up to the express lane and was greeted with a warm and inviting personality. For having a 10 car line back up in the service department, being understaffed, and overbooked that day, Melissa didn't show me any less treatment, rush me or attitude. She was polite, friendly to deal with, and efficient at getting to my requests. She got me a rental car cause my vehicle was in for a recall. The only negative experience I had was one of the requests was to lube the front driveshaft. When I came to pick up the vehicle, the foreman noted on the ticket that the front driveshaft didn't have a grease fitting in which they are unable to lubricate. I was able to find it on the vehicle, I was able to find a demonstration on you tube and there is even a sticker under the hood about lubricating the front driveshaft. That's no reflection on Melissa, but it is a reflection on the service department as a whole. More

Jerry Follmeyer was friendly, very helpful, and explained my problem & in detail. Jerry’s information eased my automotive worries. I left knowing my options and my remedy. my problem & in detail. Jerry’s information eased my automotive worries. I left knowing my options and my remedy. More

Always receive prompt Positive Professional and Curteous service. The job is always completed within the time frames given and done to perfection. I always leave pleased with service given. service. The job is always completed within the time frames given and done to perfection. I always leave pleased with service given. More

This was a safety recall. I was going to drop it off & pick up the next day — but I didn’t have to — they took care of it right away for me — and it was already at the end of their day — but they did it a pick up the next day — but I didn’t have to — they took care of it right away for me — and it was already at the end of their day — but they did it anyway for me and I didn’t need to leave it! Outstanding service! More

The Best I have been taking my car to Victor for 6 years. I would not have kept my car as long if I was not completely satisfied with the way he handles my ser I have been taking my car to Victor for 6 years. I would not have kept my car as long if I was not completely satisfied with the way he handles my service issues. Unfortunately, I had a different service advisor today. What does that mean? My car has been there all day, not communication and when I finally did get a call back an unapologetic we will contact you tomorrow. Im sure I will be getting a new car now. Mr. Clash has been wonderful with communication, follow-up, and giving me options for my repair. He has been the most honest person I have ever encountered in a dealership!!! Five Stars! More

Servive at the parts department was superb. Freddie Kollie at the parts counter represented your company well during my service visit. He was knowledgeable in his area. Freddie Kollie at the parts counter represented your company well during my service visit. He was knowledgeable in his area. More