Luther Brookdale Chrysler Jeep Dodge RAM - Service Center

Dropped off my vehicle with an appointment. Waited 3 days after several calls to service with no call back went to the dealership to check on my vehicle only to find it was never checked in. W Waited 3 days after several calls to service with no call back went to the dealership to check on my vehicle only to find it was never checked in. Waited another day for it to be looked at was told it would be done on Friday. Monday still not done. Horrible customer service at best. It was there for a simple shock replacement not anything major. Not impressed at all. More

A little over three weeks ago I brought in my 2015 Ram 1500, that I have Max Care warranty through Mopar on, to Luther Brookdale Dodge/Jeep/Ram service department. The front drivers wheel was squeaking an 1500, that I have Max Care warranty through Mopar on, to Luther Brookdale Dodge/Jeep/Ram service department. The front drivers wheel was squeaking and I told the service advisor that I thought it might be a wheel bearing issue. They did an inspection and told me that both front CV boots were torn and that they were putting in a warranty service claim to replace both front axels. I was also informed all brake pads and rotors, and tie rod ends needed replacement, even though I just had a dealer replace my front rotors and brakes less than 9000 miles ago. After a few days I called to check on the status of the repairs, and the service advisor informed me that MaxCare through Mopar Vehicle Protection (MVP) now required them to submit warranty claims via email and that the approvals often took longer. I went on a 6 day fishing trip and came back to find out that they had still not received approval for the warranty claim. I spent the next 4 hours talking to different MVP and customer care employees to find out that dealerships do have a phone number that they can call to expedite approvals, and moreover that the claim for my vehicle was approved 7 days ago. I messaged the service advisor and he informed me that him and the service manager had missed the email and were very sorry. My vehicle repairs were completed that day, they did not replace the tie rod ends and were not sure why that wasn't done. I picked up the truck and took it on a trip up to Walker the next weekend. I noted the same noises from the front end and thought it was curious. On my way back, going through St Cloud the bearing started to make a very loud metallic squealing and grinding noise. I pulled over and attempted to call the dealer but it was after hours. I paid for the $400 tow to have the truck brought from St Cloud to Brooklyn Park to let the dealer make the appropriate repairs. They following day the service advisor called and informed me that the front driver wheel bearing was bad, it needed a new water pump and the fan clutch required replacement. That day I told them that I needed this to be expedited and that I needed my truck, or a loaner, back in a week in order to pull my boat for a fishing trip. I messaged the service advisor to attempt to get a status on the warranty claim, where he again informed me that they could only send an email and that the phone number didn't work. I called the phone number 1-800-521-9922 and selected option 3 to check on the status of a claim approval, I was told this was only for dealer use and I wasn't able to validate the status of the approval. I called the service manager and advisor and asked them to please call the number to get the approval expedited. They told me they would and that they don't have any loaner trucks available. I was informed that they would get back to me today (Wednesday) as I needed the truck back tomorrow. I have still not received a call or message. I finally messaged back that I would pay for the repairs and could be reimbursed after approval was granted, still no answer. Very disappointed in the communication and customer service provided at Luther Brookdale Dodge/Jeep/ Ram in Brooklyn Park, MN. I'll provide an update to let you know how the whole experience ended, and if they are able to cover my towing costs to allow them to make all appropriate repairs. More

Was told that a part would be held for my appointment. It wasn't. This fact was not communicated until hours after my appointment. Was lied to multiple times about what was going on during the time I was It wasn't. This fact was not communicated until hours after my appointment. Was lied to multiple times about what was going on during the time I was waiting. All of the communication was initiated by me and I'm sure they would have wasted more of my time had I not been persistent in trying to make sure whether my part was there. Was treated with disrespect and deflection when trying to understand the issue after the fact. Do not trust your vehicle to this incompetent group. More

So helpful. Great communication making sure I knew what was going on with repairs and answered all my questions. He set up a ride to and from the shop. Smooth Great communication making sure I knew what was going on with repairs and answered all my questions. He set up a ride to and from the shop. Smooth process. More

Came in with a leaking exhaust issue. I was quoted at $1200.00 to fix and told I needed an entire new muffler and assembly because it was cracked and rusted in place. My truck is only 3 y I was quoted at $1200.00 to fix and told I needed an entire new muffler and assembly because it was cracked and rusted in place. My truck is only 3 years old so I figured I should get a 2nd opinion. Turned out to be one broken bolt on a flange. Took the honest shop near my house 45 minutes to diagnose and fix. $75.00 for their time and a bolt. Not quite sure how you sleep at night stealing from people! Sure hope anyone that reads this brings their vehicle in for a 2nd opinion before these thieves steal from you! More

Cody is awesome! ! He is an asset to the dealership!!! Here’s why, we bought a 2021 Jeep Wrangler with manual windows and locks ( yes they still make them). It wasn’t ! He is an asset to the dealership!!! Here’s why, we bought a 2021 Jeep Wrangler with manual windows and locks ( yes they still make them). It wasn’t long before one of us (the guilty shall remain anonymous) locked the keys in the jeep. I tried to get a key to put somewhere on the jeep but everyone said we would have to buy a key fob. Except Cody. He definitely problem solved the situation. And came up with a $60 dollar solution. THANK YOU again Cody!!!!!! More

Had an AM appt and dropped vehicle off the night before since we couldn’t be at the appt. Called at end of the next day and they hadn’t even looked at our vehicle. It took 3 days and several phone calls to since we couldn’t be at the appt. Called at end of the next day and they hadn’t even looked at our vehicle. It took 3 days and several phone calls to find out the status since nobody would call and let us know where we were at or when it would be done. Left messages and got no response. Finally got a hold of someone and was told they were busy. We work with the public. A simple phone call, text, or email would have made all the difference. We understand working short staffed and busy, but communication could have been better. The actual work on the vehicle was great! The communication from the service department was not. More

Return visit to get tailgate latch installed, but key tags got messed up and caused confusion. Tech that greeted me never contacted me to confirm service was complete and I stood around for almost an hou tags got messed up and caused confusion. Tech that greeted me never contacted me to confirm service was complete and I stood around for almost an hour to pick-up and few seemed to know what was going on with my vehicle or where it was? Previous experiences have been good, but this one was not! More

Excellent service by Jason. Kind of guy who makes me want to keep coming back for my service. to keep coming back for my service. More

The service at Luther BD is superb.. The team is friendly and engaging, like dropping your car at your neighborhood shop. They take an innovative approach to communication and quality assurance by providing and engaging, like dropping your car at your neighborhood shop. They take an innovative approach to communication and quality assurance by providing the customer real-time, visual updates on the services and inspections in progress. You leave knowing first hand that all work was completed as expected by professionals that care about you and your vehicle. More