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Suburban Chrysler Dodge Jeep RAM FIAT- Service Center

Ann Arbor, MI

2.8
43 Lifetime Reviews Review Dealership

43 Reviews of Suburban Chrysler Dodge Jeep RAM FIAT- Service Center

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November 05, 2020

"STOP… RUN AWAY IF YOU ARE LOOKING FOR A FULL SERVICE..."

- tbegres

STOP… RUN AWAY IF YOU ARE LOOKING FOR A FULL SERVICE EXPERINCE!!!!!! I wish to provide only fair/balanced information for reviewers to consider. Background we have purchased three new vehicles from the c in the last 18 months. Before I outline this organization's weaknesses, I wish to point out that our experience with this location's sales division has been very positive (especially w/ John, the Sales Manager). Unfortunately, the pleasantries stop shortly after the sale. Suburban Chrysler Dodge Jeep Ram of Ann Arbor service center may best be described by using the definition of horrible, terrible, awful, appalling, hideous, grim, ghastly, shocking, revolting, repulsive, horrid, and horrendous. The disappointment is not limited to the only service department. Recently I engaged the parts department regarding a recall/service bulletin issue, which required parts to be ordered to correct the known problem. The interaction was terrible; I had to bring their management, who reviewed the phone call recording, which they (not me) described a "brutal." So, in short, if you are looking for a great place to buy a car but never have it serviced here, this is your place.

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Recommend Dealer
No
Employees Worked With
Nick-Service
September 29, 2020

"I bought a cherokee from this dealer and the experience..."

- fairness

I bought a cherokee from this dealer and the experience was very good. I thought dealship and auto service are managed together so I decided to do all services at this store. However, the auto service experience was a nightmare. I droped my cherokee for service on time at 11:30 am. They said they would call me the same day but I didn't get any call that day. I called to ask what was happening to my car and the operator promised to call me back bot nothing happened. The next day, I received a call saying I need to pay $2,000 to replace some parts, otherwise I can't drive the car. It was a stun to me because yesterday this car ran very well. Besides, this cherokee is only 3 year old however, this issue seldom happens (even the dealer themselves says so). I suddenly lost my passion with Jeep. This problem is not a conventional problem. It must not be due to our daily use (we seldom use it during the pandemic and people can hardly touch the damaged part). It might be the design or manufacture faults or the dealer is just trying to over-invoice me. I can not feel any honesty and felt cheated. So I had to paid $160 diagnosis fee to get my car back. It was a good car but I don't know what happened during these two days. I found another service shop and they fix the car with less than $1,000. I understand Suburban Jeep auto service is running business to earn money and I want them to earn money because I am satisfied with their dealership department. But the service team treated me as a fool and it seems the only thing they care is money. Maybe this is the reason why this service center has the lowest rating (3.2/5) on "DealerRater" I am not an expert in auto service but I am not a fool either. At least I am not as fool as you think. I loved Jeep brand and cherished the car like a baby. I told all family and friends what a fantastic car it was. Now it turns out that even the manufacture and dealer don't care Cherokee at all. I will never choose or recommend Jeep in my life.

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Recommend Dealer
No
Employees Worked With
April 11, 2020

"Amazing!"

- JulieB

Larry is a Rockstar! What a great advantage Suburban has in having him in their service department. He is always extremely helpful, friendly and professional. I have an older jeep that needs some TLC at times and Suburban is the only place I take it to be serviced. Having your car repaired in general sucks, but working with Larry at Suburban has been a great experience.

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Recommend Dealer
Yes
Employees Worked With
Renee Cueter, Larry Robillard
Apr 15, 2020 -

Suburban Chrysler Dodge Jeep RAM FIAT of Ann Arbor responded

Julie, we are glad we could help!

December 26, 2019

"Always professional, courteous and work done well.Rarely..."

- bruckschj

Always professional, courteous and work done well.Rarely an issue requiring return, but always resolved at any rate. Have know Ilir for many years at the dealership

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Recommend Dealer
Yes
Employees Worked With
August 25, 2019

"Ilir was helpful"

- Customer

I recently had my Town & Country van at Suburban Chrysler of Ann Arbor for a repair. I initially spoke with Ilir Lako, the Service Manager. I found him to be straightforward and knowledgeable, both of which I appreciate. Ultimately, he assisted me by engaging with the manufacturer regarding the problem with our vehicle. This was very helpful and I appreciate his willingness to do so. I would work with him again. Thanks Ilir!

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Recommend Dealer
Yes
Employees Worked With
Aug 31, 2019 -

Suburban Chrysler Dodge Jeep RAM FIAT of Ann Arbor responded

We are glad we could help! Thanks again for taking the time to leave us this information about your recent visit. Take care!

July 11, 2019

"Simple Service"

- fishontherun

Started going to Suburban for simple maintenance service because LaFontaine was making too many mistakes. This trip was for Oil/Filter/Tire Rotation and they forgot to rotate the leftside tires, video replay confirmed this as did the markings that I wrote on the wheels. Service mgr offered to pickup the vehicle at my work and perform. I just decided to stop by after work on my way home and things were corrected.

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Recommend Dealer
Yes
Employees Worked With
Jul 17, 2019 -

Suburban Chrysler Dodge Jeep RAM FIAT of Ann Arbor responded

Hi! We're so happy we were able to help you out!

June 17, 2019

"NOT honest and OVER-DIAGNOSE repairs"

- Joanna

I went to Suburban's service center to assess my car's recall and to have my non-functioning AC fixed. They recommended new wiring and a system recharge totaling $1,200! The damage was quoted as RODENT damage which, conveniently, is NOT covered under the warranty. As my car is hardly 3 years old and has 28,000 miles on it I took it in for a second opinion - the new mechanic saw the wires, said it was obviously NOT rodent damage, and repaired them in 30 minutes. I was charged a mere $80 and now have fully function AC. When confronted, Suburban would not admit that it was FRAUDULENT for them to quote me for a $1,200 repair when the wires could have simply been soldered together. I asked for a refund for my diagnostic test and they claimed it was diagnosed correctly even though it was clearly NOT rodent damage. They are not honest and over diagnose repairs! What a great day to save $1,120!!!!!!!

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Recommend Dealer
No
Employees Worked With
Other Employees : Mac Clark, Larry Robillard
June 06, 2019

"THE WORST CUSTOMER SERVICE EVER!"

- Avoid this dealership at all costs

Dropped my vehicle off for service first thing on a Wednesday morning. Never got a call back about the status during the day. Called in the afternoon. Got voicemail. No call back. Called again. Was told a "high importance" message would be left for service. No call back. I emailed asking for a call back. No call back. Thursday nearing the end of business. Have called more then 10 times today. No one has called back. I"ve spoken with sales, general manager, reception and corporate service trainer. Still no information. These people don"t have the decency to even return a phone call. Terrible Avoid at all costs!!!!!!

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Recommend Dealer
No
Employees Worked With
Other Employees : Larry Robillard, Eileen Hunter
March 09, 2019

"Fast and friendly service"

- WranglerBro22

Larry greeted me at my vehicle as soon as I pulled into the shop. He wrote up my Wrangler (Tapanga the Wrangler) for an oil change and recall and showed me to the waiting area. I was pleasantly surprised when he showed up 40 minutes later and let me know it was done already! Thanks for the great experience ; I will definitely be back!

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Recommend Dealer
Yes
Employees Worked With
Larry Robillard
February 22, 2019

"Incompetence "

- Wasted time

Ilir didnt have the decency to call me back after not calling me to let me know they had decided not to hire me after I sat in their service drive for over six hours greeting customers when none of the employees were available. They told me if I spent a few hours there to make sure it was a job I wanted, I would get a hired packet. I was even given the pay plan and told he wanted to hire me. I also got to witness Ilir, the "service manager" tell the advisors he wasnt going to call a customer because he didn't know what to tell her and didn't want to pick her up. Seriously the guy is taking up space and collecting a paycheck while parts are not getting ordered for people and he runs around moving cars and bouncing a ball all day. I've been in this business for over 20 years and couldn't believe the lack of professionalism here. Theres one advisor that makes fun of literally everyone and another that says he wanted to choke the life out of his last customer. Really? I did notice that Ann and Mac were nice people that care about the customers and what's going on. I feel sorry for these two because they were the only people that spoke to me in the six hours I observed everyone else's circus show. The General Manager, Mr. Betts can also be found wondering around clueless to all this while he searches for a snowblower. It's obvious they don't care about the customers or honoring their word.

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Recommend Dealer
No
Employees Worked With
Other Employees : Mac Clark, Larry Robillard, Robert Betts, Ann Artress
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