Carly Watts

Since I didn’t get a survey after my recent visit ,I felt the need to let you know what a gem you have in your service dept., Carly Watts. I arrived there on a Monday morning in a tow truck with my car and 4 the need to let you know what a gem you have in your service dept., Carly Watts. I arrived there on a Monday morning in a tow truck with my car and 400 miles from home. When I first spoke with her she told me that it would be at least Thursday before I could get on the schedule. I explained to her that we were there on vacation and supposed to leave for home that Thursday. Not only did she put me on priority,she helped me get a rental because you had not loaners, and she kept me updated on things.I picked up my car that Tuesday afternoon. How fortunate you are to have such an amazing professional employee on your staff. On a 5 star review I would have given her a 10. More

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Avoid this dealership at all cost. Unsafe, unprofessional, simply don’t care about customers at all. Based on a number of unfortunate experiences, we would recommend going to virtually Unsafe, unprofessional, simply don’t care about customers at all. Based on a number of unfortunate experiences, we would recommend going to virtually any other dealership to purchase/service a Jeep, Dodge, Chrysler or Ram. Thankfully, our area has several others to choose from if you are interested in one of these brands. We bought a brand new Jeep Gladiator in 2022 from Hill-Kelly. It was on back order, so it arrived about a month after we signed for it and they gave it a quick wash and handed us the keys. It was great. Fast forward to the beginning of this summer, and we get the following notice from Carfax via email “Jeep recall 21D / NHTSA 26V-363 involves over 1 million 2021–2025 Jeep Wrangler and Gladiator vehicles due to an electrical high-resistance risk in the electric hydraulic power steering pump (EHPSP) that can cause overheating and potential fires, even when the ignition is off.” Note, we received this from Carfax vs. anything from the manufacturer or the dealership. We subsequently called the dealership and they confirmed that this was a real recall, that it was quite serious, and that we needed to park the Jeep away from our house, better yet, down the street, and not by any structures due to spontaneous fire concerns. Ok, that sounds serious. It’s the beginning of June and I asked how long we need to do this before it can be addressed. Answer, totally unknown. Just park it away from everyone and we will get back to you was the response. Waited a few weeks, called back at the end of June – still no solution, but I was informed that I was placed on a list of customers that would be notified as soon as solution came available. Great. Waited until the end of July, no outreach occurred. Called back and great news, manufacturer has a solution, need to get scheduled in now. Ok, we target end of the first week of August. Due to the hours available at the service shop and the distance from our home, we selected an 8am time slot. This process required my wife to follow behind me in a different car so that she could take me home after dropping off the Jeep for an indeterminate amount of time. This process requires us to both be late for work, someone else has to help kids get to school, etc. I know everyone can to relate to mornings in a full household and going to drop off a vehicle at a dealership for an unknown amount of time is the last thing anyone needs. We arrive at 7:50am for the 8am appointment – and then it went really sideways. Google doesn’t provide enough space share this whole crazy part of the story, but essentially after check in, I was asked if I needed any other services and I asked to have my car quickly washed off due driving through the muck on their property to get there. The technician just rudely declared that they do do that and then said I can talk to a manager. I said great, and she went and got him. He came out, didn't intro himself or ask about my inquiry, just demanded that I leave the property. It's private property, so I just left. After 2 months waiting for a solution, both my wife and I completely re-arranged our work schedules, figure out alternative kid drop off, drive 40 minutes one way to this dealership, navigate their wonky parking lot that is largely closed until 9am, ask them to clean off my vehicle after service (which they can do easily), and instead of addressing this, they simply demand I leave without actually handling the aforementioned possibly deadly defect in my vehicle. It was just weird. I called the dealership back later that day and left a message for the GM. No one called back. Net net, if you are a working professional, a parent, someone who values basic customer service and, ultimately, you don’t want your car or possibly your home to burn and for anyone to lose their life as a result – I would select a different dealership. These folks just don’t’ care about any of these things and they will sadly prove that to you quickly. More

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