Jimmy Britt Chrysler Jeep Dodge RAM - Service Center

Made an appointment online and requested the 20K services included in our Jeep Wave Program. We were told by sales and according to the website while making the appointment, the requested services were inclu included in our Jeep Wave Program. We were told by sales and according to the website while making the appointment, the requested services were included free of charge through the Jeep Wave program we had purchased at the time of the lease. We asked for those services and the service tech said she wasn't sure what all was covered under Jeep Wave, but she would double check before the car went back and let us know if any of the 20K services had any charges outside of the Jeep Wave program. She never came back to us to say there were charges so we assumed there were none. We waited over 2 hours (with an appointment) and when we went to check out, we were then told there were charges for part of the service because it was not covered by Jeep Wave. We told them we didn't want any services performed that would not have been covered by Jeep Wave and no one came to inform us there would be a charge before the services were performed. We were told we can either pay or we can wait some more while they take the car back again and remove the part and just pay for the labor - labor for the service we asked not to be performed if there would be a charge. We insisted that we were under the impression by the salesperson when we leased the vehicle, and the website confirmed, that there should be no charge under Jeep Wave. We were told we were wrong and again we can pay or they can remove the part and just charge labor. We insisted and after waiting some more, we were told they would remove the charge but the lady said, "I'm going to have to eat the cost", like it was our fault. They were respectful during the whole conversation, but we left there feeling like we were duped by sales and the website and it was our fault that the service department was going to have to "eat the cost". If they would have followed through in the beginning and came to us before they took the car back and said "This service isn't covered under Jeep Wave", and showed us documentation to that fact, we would have simply declined that specific service and had them just do the other services that were covered under Jeep Wave, but somehow it's our fault that they have to "eat the cost". In our opinion, true good customer service would be acknowledging their mistake and "eating the cost" without trying to get the customer to pay for labor for a service they specifically asked not to be performed or make the customer feel responsible for the service department's mistake. More

I scheduled my appointment for an oil change and tire rotation for Saturday, May 6th, at 9:30 AM. I checked in at 9:35 AM Saturday but when I arrived there were already 5 cars waiting in the bay when I r rotation for Saturday, May 6th, at 9:30 AM. I checked in at 9:35 AM Saturday but when I arrived there were already 5 cars waiting in the bay when I rolled up. I also asked the lady during check in if they would take a look at my second key fob to see if they could figure out why it wasn’t working. She looked me dead in the face and asked if had had changed the battery in it to which I replied, “if it was that simple, I wouldn’t be asking for your help now would I?” She just looked at me and said we don’t have a tech to look at that today. We can only do basic services. Ok, no problem. I waited almost 2 hours for a simple oil change and tire rotation. I was indeed 5 minutes late to my appointment and I will own that but 2 hours for a service on a vehicle that had an appointment is slightly frustrating and poor appointment setting. I have always used JimmyBritt for my services because I bought the car brand new from y’all and have always been satisfied when I left. Needless to say, I was less then satisfied this go around. More