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Suburban Chrysler Dodge Jeep RAM of Ann Arbor - Service Center

4.2

32 Lifetime Service Reviews

3900 Jackson Rd, Ann Arbor, Michigan 48103

32 Reviews of Suburban Chrysler Dodge Jeep RAM - Service Center

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December 26, 2018

"Dishonest Service Center / Over-invoicing, fake warranty"

- Cody W

Caution!!! I had a HORRIBLE experience with the service department. Larry Robillard was my advisor, Robert Betts was behind the scenes backing him up. He quoted me $430 and tried invoicing over $1000 when I came to pick it up - he even threatened to hold my vehicle! His communication is horrible as well, I left voicemails with no returns and he was four days late on finishing my vehicle with NO notice. Coupled with their complete dishonesty, I’ll never go back here. Here's what happened: I had my transfer case replaced a couple months ago, no issues until December when I had to bring it back in. It seemed related, but they said no - it's the "position sensor." They replaced this under the quoted $430 and, unbeknownst to me, ended up realizing the transfer case needed replacing. They did this under warranty. Didn't tell me until I got there. When I came to pick it up, they said the part was covered under warranty but the labor wasn't. This isn't true at all, it's even clearly stated on every invoice that both are covered. They were trying to force me to pay the labor! Furthermore, when I challenged why the sensor needed to be replaced (and how do I know it even did when it ended up being the TC itself), they kept giving me conflicting answers and wouldn't provide the old sensor. MI law requires they provide access to old parts when asked, they refused and said it may be in the trash. After wasting half my day, they waived the transfer case costs (under warranty, as it should have been), and removed the part cost of the sensor since they couldn't provide the old part. The manager wasn't there so I couldn't discuss the remaining charges, I'm still waiting for his response. Overall, everything about this experience is screaming SCAM. These are not good people.

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Quality of Work
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Overall Experience
Recommend Dealer
No
Employees Worked With
Larry Robillard
1.0
Employee Rating is a new feature allowing consumers to rate their experience with individual dealership employees.
Robert Betts
1.0
Employee Rating is a new feature allowing consumers to rate their experience with individual dealership employees.
November 30, 2018

"VERY DISSATISFIED. Was told to get service elsewhere by ilar"

- Kvargas91

VERY dissatisfied with the service department here. I took my Jeep in 2 times for the service engine light and they still did not fix the problem. The first time I took it in I had a tire that kept going low and the check engine was on. I was told that there was 23 cars ahead of me. This was a Friday and the service “advisor” Larry told me they would not even be able to look at my car until the end of the following week. Which was ok since I was loaned a loaner vehicle. When they called me to let me know what what the issue was. Good ol Larry tried to talk me into other things I needed to get done or should get done which total cost for these services would have been $500 dollars. After I told him no I was not interested. His whole demeanor changed with me and from there the problems started. I picked my car up on the following Saturday so they had it for a total of 8 days. I was happy until on Monday the check engine light came on again. I went back to the dealer frustrated of course. I immediately deal with the service “manager” he keeps a frown on his face like he hates his life and job never apologizes or shows any remorse. He said well the only thing we can do is see what’s wrong it. So again I left my Jeep with them. I call one week later and talk to someone in the service dept to see if my Jeep is ready and they say yes it’s ready and that Larry had called and talked to someone telling them it was ready. This never happened. I feel like that call should have came from the so called “ manager” so after I sign the invoice papers a worker goes to pull up my car and they pull up a new Cherokee that was not even mine lol. So then I tell them that and another worker brings out my keys. I think the other guy was embarrassed hey whatever it happens I guess. So then I take my keys go find my Jeep press the button to start it and see the CHECK ENGINE LIGHT IS STILL ON!!!! I go inside and Larry you know the so called advisor says what’s wrong I said my check engine light is on in your parking lot. I go to the manager furious at this point and he says I drove it for 14 miles and the engine light never came on I would have like to have driven it more but you were low on gas. They said if I went to put gas in it and came back they could tell me what was wrong with the vehicle. I didn’t know that in order to plug the machine up to my car to get the code and tell me what the issue was that I needed gas. I would have got gas on that Monday night but my plans changed when my service engine light came on. I raised my voice at the manager and he said we will not service your vehicle anymore. You can take it somewhere else. In that time that I was talking to him Larry had pulled my car up and handed me the keys to leave. Once I left I drove home 22 miles on that “ low gas” I told the service manager ilar that I worked 2 buildings away that they could have called me and I would have put gas in the vehicle. I also asked why they would tell me the car is ready if they did not get to drive it as much as they would have liked to make sure the issue was fixed. Few days later I called their general manager left a voicemail saying I had a bad expierence with the service dept if he could please return my call. He never called back. Save your time folks do not take your car here. They clearly do not know what they are doing. They turned this situation around on me and acted like it was my fault that the car didn’t get fixed simply cause I was low on gas. I will never visit another suburban car dealership. I will take this as far up to the chain of command as possible. Because this is unexpecitonal “customer service “

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Overall Experience
Recommend Dealer
No
Employees Worked With
Ilir Lako
1.0
Employee Rating is a new feature allowing consumers to rate their experience with individual dealership employees.
Larry Robillard
1.0
Employee Rating is a new feature allowing consumers to rate their experience with individual dealership employees.
October 28, 2018

"Ignored for nine days"

- Unsatisfied1

I'm giving one star because I can't give a zero. My Dodge work truck broke down and I had it towed to Suburban. after talking to the service manager. It is a diesel and I was told their only diesel mechanic had two trucks to do first. I was patient for four days and then called. I was told he still had two jobs to do first. Around noon on the sixth day I received a text that said my truck should be in the shop and that I should have a diagnosis later that night or the next day. The next day I received the same text. Now it slid into another weekend and I drove the 200 miles round-trip to get some paperwork from the console . The truck was right where it was left when the tow truck dropped it off After the weekend on day nine I called and got the same line from the service department. I wasn't earning a paycheck with my truck broke down and felt like I was being ignored. Fed up, I called Advanced Automotive and Transmission right next door and had it towed for a second time. They had it in and out in a couple of days after diagnosing it as a bad fuel pump. Found a few small problems that they took care of while it was on the rack. Great work and friendly service people who sounded like they knew what they were actually talking to me about. Save yourself time and trouble and an additional tow charge and go somewhere else. PS: I got really concerned after I checked Suburban's service reviews online.

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Quality of Work
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Overall Experience
Recommend Dealer
No
Employees Worked With
Larry Robillard
1.0
Employee Rating is a new feature allowing consumers to rate their experience with individual dealership employees.
Other Employees : Robert Betts
October 24, 2018

"Sweet Sawyer"

- Kate80

Friendly staff, quick service and I got to meet sweet Sawyer when I stopped in. Would recommend this dealership to family and friends! 5 Stars!

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Overall Experience
Recommend Dealer
Yes
Employees Worked With
Sawyer Preston
5.0
Employee Rating is a new feature allowing consumers to rate their experience with individual dealership employees.
October 09, 2018

"Best in Ann Arbor"

- Ramguy21

I've dealt with Larry multiple times now getting service on my Ram. He really knows how to make the process effortless. Customer service it seems these days is lacking at least in my experience. He is very knowledgeable and proficient and is always willing to go the extra mile. It's good to know that I have one less thing to worry about knowing that my vehicle and its care are in good hands with Larry and the folks at Suburban. Thanks again

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Customer Service
Quality of Work
Friendliness
Pricing
Overall Experience
Recommend Dealer
Yes
Employees Worked With
Larry Robillard
5.0
Employee Rating is a new feature allowing consumers to rate their experience with individual dealership employees.
Oct 26, 2018 -

Suburban Chrysler Dodge Jeep RAM of Ann Arbor responded

We strive for 100% satisfaction, and it is great to see you had such a positive experience at Suburban Chrysler Dodge Jeep Ram of Ann Arbor! Thanks again for the great review!

September 21, 2018

"World class service "

- Carl Carlton

Service department was outstanding! Larry went above and beyond and exceeded my expectations. Very professional staff! I would definitely recommend everyone to Suburban of Ann Arbor.

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Quality of Work
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Overall Experience
Recommend Dealer
Yes
Employees Worked With
Carrie Watts
5.0
Employee Rating is a new feature allowing consumers to rate their experience with individual dealership employees.
Ilir Lako
5.0
Employee Rating is a new feature allowing consumers to rate their experience with individual dealership employees.
Larry Robillard
5.0
Employee Rating is a new feature allowing consumers to rate their experience with individual dealership employees.
July 10, 2018

"ILIR is the greatest service manager ever!"

- Duncan Family

This is going to sound fake, but rest assured this is a real review! ILIR bent over backwards to help out our family. To make a long story short, our issue do too an aftermarket installation shouldn't have been covered under warranty and was going to cost us an extreme amount of money. ILIR personally called Chrysler (told them our unfortunate issue, and unfortunate personal issue) and Chrysler agreed to pay 100% of the repairs and rental! Anyone else would've billed us accordingly, but he took it upon himself to try and get it worked out. We will forever take our cars to Suburban Chrysler, and will now ONLY buy our cars through Suburban Chrysler! Thank you oh so much ILIR.

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Friendliness
Pricing
Overall Experience
Recommend Dealer
Yes
Employees Worked With
Ilir Lako
5.0
Employee Rating is a new feature allowing consumers to rate their experience with individual dealership employees.
Other Employees : Johnathan Williams
Jul 13, 2018 -

Suburban Chrysler Dodge Jeep RAM of Ann Arbor responded

Thank you for taking the time to give us positive feedback. It has been a pleasure serving you. Quality and customer service is always our number one priority, and we’re happy to hear that Ilir exceeded your expectations. Thank you again for choosing us, we look forward to having you as one of our valued customers for many more years to come!

April 29, 2018

"Great Experience. Exceeded expectations."

- Jeepx2

New to the area and was looking for a place to service my Jeep Wrangler. The service department was fantastic! They were thorough in their inspection and honest as to what needed to be done and what could wait. I'd like to make a notable mention of Krysta of the service department, as she was great to work with, friendly, and kept me super informed as to the progress of the work being done. Can't say enough good things about her! Plan on taking both my Jeeps here from now on. Great job!!

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Recommend Dealer
Yes
Employees Worked With
Krysta Zimmerman
April 11, 2018

"Service Detail"

- Valgal80

I visited the dealership for a vehicle detail. I was so happy with the service, including getting to hug Sawyer! I have a bit of social anxiety and Sawyer was a very calming distraction for me.

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Customer Service
Quality of Work
Friendliness
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Overall Experience
Recommend Dealer
Yes
Employees Worked With
Sawyer Preston
5.0
Employee Rating is a new feature allowing consumers to rate their experience with individual dealership employees.
Apr 13, 2018 -

Suburban Chrysler Dodge Jeep RAM of Ann Arbor responded

Hi there, thank you so much for your positive comments about Suburban Chrysler Dodge Jeep Ram of Ann Arbor!

March 27, 2018

"Great service"

- Satisfied customer

Ilir has always done a fantastic job taking care of my vehicles. The service and the quality of the maintenance 2 mi vehicles has been top-notch while dealing with Suburban Chrysler.

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Customer Service
Quality of Work
Friendliness
Pricing
Overall Experience
Recommend Dealer
Yes
Employees Worked With
Ilir Lako
5.0
Employee Rating is a new feature allowing consumers to rate their experience with individual dealership employees.
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