"Worst service experiance"
My 2019 Cherokee had a recall. Scheduled the appointment, quoted about an hour to complete. Showed up for the scheduled appointment at 0900 and I waited. He knew I waited. 4 hours had passed, I had to ask; where is my jeep? 5 FIVE hours AFTER arriving, it was done. I was so irritated, frustrated... angry. I felt like i was the least important person.
I was told not to schedule it with Duane. But I did. I didn't listen and it needed to be done. I have purchased two vehicles from here. One $36000 and one $43000 within two years. You'd think just one purchase would earn you good service, not with this guy.
If any of my three Jeeps need any type of service again, I will make darn sure he has nothing to do with it. Or I'll take it to Moore. They are closer anyway..
About the 2nd week of May 2018 I took my 2012 JKU Wrangler to be serviced at Larry H. Miller Jeep Chrysler for an engine code P304. Cylinder #4 misfire and the cylinder head had to be replaced; all work was covered under warranty. Whenever I have work done to my vehicles I always inspect the work that was done. I am not a certified mechanic however I have been building cars since I was 13; I have above average mechanical understanding and experience. Before dropping my jeep for service I used my vacuum gauge to test how many inches of vacuum my engine was at. Before leaving my house I measured 18" of manifold vacuum @ 800rpm, that is a pretty good reading for an engine with a 100,000+ miles. I had recently replaced all spark plugs and fuel injectors to eliminate the possibility of misfire. After the work was complete I was at LHM Jeep dealer parking lot picking up my jeep and before leaving I measured the manifold vacuum and my engine, after being serviced by LHM Chrysler Jeep, was at 14" of manifold vacuum. While the engine was idling I could hear a hissing because of a poor intake manifold seal; when I got home I checked the torque of the lower and upper intake manifold they were both very loose, some fasteners were hand loose. I torqued the upper intake M6 bolts are torqued to 89 inch pounds and the lower M6 bolts 106 inch pounds; using my calibrated inch pound torque wrench that has been recently calibrated…………..why? because I like doing s*** right the first time. Since the work has been done to my cylinder head by LHM Jeep my MPG has dropped 18mpg to 14.8mpg. The other mechanical area was the front suspension when I asked LHM Chrysler Jeep for a front alignment. I was told that my ball joints needed to be replaced and this past weekend May 19, 2018 I replaced the driver side upper ball joint because that was the only ball joint that needed replacement. When torqueing my front suspension I noticed that most of the ball joints I had LHM replaced were NOT torqued to specs; again attention to detail is a problem with LHM Chrysler Jeep service department. Then when I spoke to the service manager Seth he stated, “I stand by my mechanics”……….even though I proved there was a problem on their part. That is management who does not think proactively and has tunnel vision; speaking from my 20+ years of management experience both in the U.S. and overseas, Seth is an ineffective leader. In a case like mine, punishment would NOT be effective. The effective approach would have the mechanic go through the process again; either hand write the exact processes as per the service manual or have the individual do a walk through, talk through method for other mechanics to observe and learn from. It was the lack of attention to detail for this mechanic that gave the appearance of incompetence. I have actually made this same mistake myself and I developed processes or checks for myself that prevent mistakes like this. Seth stated that I would not allow this Jeep Service Department work on my Jeep again; YES, that is exactly what I said. If I was interviewing for a job and I messed up and made numerous mistakes would I get a 2nd chance.......no, I wouldn't. Do it right the first time and mange your section professionally and understanding that their are customers like me who will always check maintenance work done by the dealer.
- Larry G.
I have had nothing but good experiences with the staff at Larry Miller. I went in for an oil change and they even rotated my tires without me even asking for them to do it.
"Excellent Service "
I had to bring my Charger in for service immediately when my headlight went out. Mickey Langer went above and beyond to fix thank you ML. Not only did he fix that issue but checked the entire lighting system to find the fog lights had failed. He ordered the parts and got me back on the road.
"Outstanding customer service! "
This was my first appoint for an oil change and tire rotation with my new Cherokee.
I had an appointment I was a tad bit early for but they got me right in and out in no time and went over everything with me. Plus my car was clean and I was out the door in no time. This was during a large appointment time too. They were very attentive to me in my waiting time and had me back in the road in about 35min
"Great service department!!"
The service department at Larry Miller Dodge Surprise is the best. I would reccommend them to anyone. Prompt, courteous, proffesional, and knowledgeable. Keep up the good work!
Other Employees Tagged:
- Michael Edward Weinmann
Arrived early for my appointment but my Jeep was taken back immediately and I was ready to go about 20 mins. later. Excellent service and customer care.
"Great sales and service"
We have purchased several vehicles and the sales, finance and service experiences have been excellent. KT is the best salesman I have ever dealt with. The service has been excellent, they have gone above and beyond on several occasions.
We have been treated so good...Everyone is so nice....Seth, Terry, and crew, were so awesome....Wonderful people there....My son bought a truck here, and now our jeep...Thank y'all....
"3rd time's the charm."
- Buckeye girl
Our 2015 Jeep Cherokee had a problem with the transmission on 3 different occasions. It was well known that, the 2014 and 2015 Cherokee's, had major problems with their transmissions. Larry Miller dealership had to do 2 different fixes, before it was determined, that we needed a new transmission. I also had them check the battery, as I thought, that is was going to die soon. Larry Miller dealership also replaced the battery. I am very happy with Larry Miller Dealership, as they had to try 2 fixes before we got a new transmission. I am not, however, happy with Jeep. They new that the transmission was not not going to last. It would be a stretch,for us to say, that we would buy another Jeep.
Other Employees Tagged:
Brandon Mischal was very helpful in getting us a new transmission and battery.