They kept my Jeep for five days and did absolutely - mrdanlewis2
They kept my Jeep for five days and did absolutely nothing to it.
An appointment was scheduled through Larry H. Miller Chrysler Dodge Ram Avondale's website for 7:00 AM Monday, September 14, for my 2014 Jeep Patriot. Their virtual assistant confirmed the appointment and said someone would follow up. Nobody ever did, but because the appointment had been confirmed, I brought the Jeep in Monday morning as scheduled.
When I arrived, my service advisor, Jose Burghardt, told me it could take three days just to diagnose the vehicle and look at the brakes. I was surprised by that timeframe and took a few minutes to decide whether I wanted to leave it. I ultimately agreed, and Jose told me he would try to put a rush on it.
By Saturday, September 19—five days after I left my Jeep with them—I had received no update whatsoever. Their status system still showed my vehicle as “Received,” so I finally called the service department myself.
Jose confirmed that absolutely nothing had been done to my Jeep. No diagnostic. No brake inspection. No work at all.
I told Jose that I wanted my Jeep back and specifically confirmed that no work had been performed and there would be no unexpected charges. Jose told me he would have the Jeep moved so it would be ready for pickup and that he would call me back in five minutes.
That call never came.
I finally spent $20 on a Lyft to return to the dealership and retrieve my Jeep. Jose was again the person I dealt with. After the dealership had kept my vehicle from Monday until Saturday without performing a single service, the response I received was essentially that this was simply how their process worked. There was no meaningful apology or acknowledgment of the complete lack of communication or the additional transportation expense I incurred while my Jeep sat there untouched.
A diagnostic backlog is one thing. If you're several days behind, tell customers that upfront and let them decide whether they're willing to wait. Telling me a diagnostic could take three days is very different from keeping my vehicle for five days without even beginning the diagnostic.
Taking possession of my vehicle, doing absolutely nothing with it for five days, providing no proactive communication, failing to follow through on promised callbacks, and then treating my frustration as though this is perfectly normal is unacceptable.
If someone had simply communicated with me, I could have picked up my Jeep days earlier and taken it somewhere that could actually look at it.
I left on September 19 with my Jeep in exactly the condition it was in when I brought it there on September 14—except I had lost five days and another $20 getting back to the dealership.
I would not trust this service department with my vehicle again.
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UPDATE 9/24/26: I want to specifically recognize Jordyn Castellano for the way she handled this situation after my original review. Once Jordyn became involved, the difference was night and day.
She contacted us directly, listened to our concerns, arranged a rental vehicle while the Jeep was back at the dealership, and personally took responsibility for getting the situation addressed. The diagnostic and inspections we originally brought the Jeep in for were completed promptly, and she arranged to have a new engine cover installed at no charge. Because of the confidence she restored in the process, we also chose to have two additional maintenance items completed while the Jeep was there.
Jordyn was responsive, professional, and genuinely appeared interested in making the situation right. We greatly appreciate the way she handled the resolution, and her response is the reason our overall impression of the dealership has improved.
My original review remains because that experience did happen and I believe it is important to leave an accurate account of it. However, it is equally important to give credit when someone steps in and handles a problem well, and Jordyn absolutely deserves that credit.
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