"SERVICE DEPARTMENT IS TERRIBLE....CUSTOMER SERVICE IS AWFUL!"
- Candi K
The service department is absolutely by far the worse service and customer service that I have ever dealt with. They are rude especially this little kid named (Seth) and the Service Manager was nice at first until he gets called out on something and then he becomes rude. I know that losing business of people that purchased two vehicles from you back to back 2 years ago will mean nothing to you but, If I can prevent anyone else from experiencing the rudeness and lack of customer service in the Service department, then that is what I will do. Please...if you want to experience customer service from a service department then I do not recommend this dealership.
Back in July we took our son's car in for making a terrible rattling sound. After having it for 3 days they decided it had to do with the brakes (replaced brake pads) and that the tire sensor needed replaced. We have all the extra extended warranties (read the fine print on these) with a $100.00 deductible. Then they charge taxes on parts and labor for a part that was paid because it was covered under warranty. Did not offer a rental as we have coverage for a rental if they have to order parts and they did. When we picked the car up 4 days later, they were suppose to have topped off all liquids (with oil change) and when I opened the hood to check the windshield wiper fluid was empty. Come to find out the container had a hole in it. They could not replace that day and would have to check on warranty (keep in mind this car is 2 years old with under 50,000 miles and the extended warranty is suppose to cover 60 months or 100,000miles. We paid the $100.00 deductible but, I was not paying the taxes on warranty.
We took his car back in this past Monday for the exact reason and sound it was making before. Finally, on Tuesday I called and spoke to Seth who said "we had to order the parts and they come in today, we will have it ready tomorrow". I asked " In the am"? He stated "to be safe after lunch". We arrived on Wednesday at around 1:30 and they had not even started on it. Said it would probably be around 45 minutes at 2:00. Left then arrived back at 3:10 and Seth stated " I just told your son a few minutes ago that it would be 4-4:30" I said " no you said 45 minutes and he has to go to work". He rudely stated " NO I said 4-4:30" I told him that I did not have time to argue with him where was the manager. I spoke to manager he stated "it will be ready in 10 minutes" Well finally after 35 minutes it was ready. Again, told me the bill was $194.00. I stated "it is covered under warranty" So, evidently the warranty is $100.00 every visit regardless of the same issue at hand. Then they charged us tax on the $100.00 deductible. I spoke to Total Warranty and they stated there should be no tax and Tn. company is tax exempt on parts. So, why was I charged tax on a deductible that was covered under warranty. In the mean time the bill changed from $194.00 to $111.00.
I will not take either of our vehicles to this dealership ever again and I realize that you do not care to lose a customer. I will however encourage anyone looking at a Dodge, Jeep, Chrysler to go elsewhere as the "Lack of" Customer Service is ridiculous when you pay that kind of money for two vehicles or even one vehicle. If it wasn't for customers they would NOT have a job!!!
Other Employees Tagged:
"Great customer service "
I have been taking my Patriot here for service for the past 2 years (purchased while living in a different state). Have no reason to believe they have not treated me honestly and with integrity. Since I’m in outside sales I have to always wait while my car is being worked on, even for larger jobs they tend to be done within a few hours and always within the timeframe they quote. Overall very pleased!!!
"Horrible service "
"Worst experience ever at any dealership!"
I have been a Chrysler/Jeep/Dodge owner for over 10-15 years and this is the worst experience I have ever had with a dealership, specifically their service department. First let’s start with our Chrysler van that got an oil change before an 8hr road trip back in 2012. That oil changed ended with my husband on the side of the road trying to figure out why our gauge was running hot. We pulled on the side of the interstate only to find out ALL the oil was leaking because the service guys had left two caps on making it not seal/close correctly. We called to let them know and told us that they were sorry and that they would like to credit us $10. 😑. We never went back after that until this past August (2018) Our AC went out on our Jeep so we brought it in on the 12th of August. They have had the vehicle for almost 3 weeks now and have no idea when the part ordered will arrive. They are refusing to give me a loner car or give me my car back until the part comes in. The local dealership and corporate Chrysler keep giving us the run around about the expected time frame and their ability to issue a loaner vehicle. They keep saying only the other one can authorize it while giving no care to their customer. I dropped the car off for service on August 12th for a scheduled early AM appointment the 13th. I was originally told the car repair (simple AC switch not working) would be completed on August 20th as the part arrived the weekend prior. I was then told the part actually was not there but would arrive August 22nd. After not getting a call from the dealer, I contacted them and found out that the part actually was not coming on that date. They have not kept in touch about the status or changes. We have had to call to see what is going on multiple times. We were told they cannot guarantee me the car will be available by September 10th. This dealership has been so misleading I frankly will never trust them again to work on my cars. To top it off they will not even allow me to get my car back stating some federal code. It is common sense as a management team to offer a loaner vehicle to a customer who is in this situation (no car for what will be over five weeks) however this dealership will not authorize it. Evidently they could care less about their customers. It is basically as if they have stolen my car which was running fine but needed AC repair. It will now sit idle on their lot for over a month before I can possibly get it back which will in no doubt lead to other mechanical issues due to the fluids sitting in the engine. Guess where I am NOT bringing it to when it acts up. Wonder if they will want to give me another $10 credit 😒. It is absolutely unacceptable!
"Worst experience ever at any dealership!"
- Disappointed Customer
I have been a Chrysler / Jeep owner for almost 10 years and this is the worst experience I have ever had with a dealership, specifically their service department. They have had my vehicle for almost 3 weeks now and have no idea when the part ordered will arrive. They are refusing to give me a loaner car or give me my car back until the part comes in. The local dealership and corporate Chrysler keep giving me the run around about the expected time frame and their ability to issue a loner vehicle. They keep saying only the other one can authorize it while giving no care to their customer. I dropped the car off for service on August 12th for a scheduled early AM appointment the 13th. I was originally told the car repair (simple AC switch not working) would be completed on August 20th as the part arrived the weekend prior. I was then told the part would arrive August 22nd but after not getting a call from the dealer I contacted them and found out that the part actually was not coming on that date. I am now being told they cannot guarantee me the car will be available by September 10th. This dealership has been so misleading I frankly could never trust them again to work on my car. To top it off they will not even allow be to get my car back stating some federal code. It is common sense as a management team to offer a loaner vehicle to a customer who is in this situation however this dealership will not authorize it. Evidently they could care less about their customers. It is basically as if they have stolen my car which was running fine but needed AC repair. It will now sit idle on their lot for over a month before I can possibly get it back which will in no doubt lead to other mechanical issues due to the fluids sitting in the engine. This is absolutely unacceptable! Two messages were left with the GM and of course he has not contacted us back.
"Appointment Advisers are pointless "
Looking at their ratings it says a lot when you have nearly as many 1 star reviews as you do 5 ... You guys obviously DON'T CARE but I'm going to rant anyways. READ BELOW.
Horrible. Would never refer anyone to this dealership for servicing and based on the service department I would never refer anyone for purchasing either!
*******STEER CLEAR, THE ROBBERS ARE HERE (at Franklin Chrysler Dodge Jeep Ram)********
Long story short...
I took my car to a local mechanic and spent $250 on the shifter cable (parts and labor) and everything else checked out just fine. Yet this dealerships servicing department would not allow me to fix my car one item at a time because they claimed it wouldn't get my car running.
______________LONG STORY BELOW_______________
I would like to share my experience so others will have an idea of what to expect when working with Tonia Emmitt and her Supervisor Will ....
My vehicles' Shifter Cable came loose. I was not able to shift my vehicle into Park. After diagnosing myself, I came to the conclusion that it was a shifter cable, but couldn't get to it myself so I Had my car towed (courtesy of USAA). It was towed to this here dealership in hopes of receiving the same courtesy and assistance I had back home. Big city Big Problems...
The next morning after Tonia finally returned my phone call, bc their service department is always too busy to answer, or just busy period, she gave me an estimate of all the items that needed to be fixed to get my car running.
$3200 in maintenance (PARTS AND LABOR) and all I needed was a shifter cable.
I attempted to request to speak to a mechanic.... Oh their never available either..... So that never happened.
So all in all this representative refused to allow me to fix one item at a time claiming my car would not run if I just fixed the shifter cable. Her "advisement" was that I replace the throttle body, get a transmission servicing, replace the battery, replace the automatic transmission shifter, and the shifter cable ....
LORD this all made me nervous. Nervous that they were going to attempt to sabotage my car.
The piss poor customer service made me weary of leaving my car much longer and communication was pointless because she refused to have anything fixed, one item at a time, because it wouldn't get my car running... According to Tonia.... (Who is not a listed mechanic at this dealership, only an appointment adviser)
When I needed to get my car towed from this dealership the lack of communication would not allow that to happen when necessary. It felt like they were holding my car hostage. I called to find out why they were delaying my scheduled towing and it was because they charged me for services that were not requested.
I called the supervisor and he said I was being charged for the diagnostic that was completed on my car and when Tonia prints off the receipt ... I was charged 0.00 for the multipoint inspection ..... and charged 142.46 for a service I declined.
Long story short...
I took it to a local mechanic and spent $250 on the shifter cable and everything else checked out just fine.
Other Employees Tagged:
I have bought 2 Jeep Cherokees from Franklin Chrysler Dodge Jeep over last 4 years and the experience was tip top. Rodney Newberry in finance was particularly helpful and worked hard to get me the best terms of my loan as well as refund on extended warranty on previous Jeep. They are very honest and customer focused. I also had great experiences with the service department and they have provided me free oil changes and checkups over first 2 years. I highly recommend this dealership for buying a new or used car.
"Great customer service!"
Stephan was great! Very personable. Spent many hours working with us on deciding what Ram truck was going to be the best fit for us as a family. Josh did a great job in Finance. Service department was unbelievable when I brought the truck back in to check on the tires. They put four new tires on in less 50 minutes, out the door! Never had a Service Department do that before. Check this dealership out!
"i got the jeep i wanted."
Franklin Tennessee Chrysler Dodge Jeep. I have them 5 stats because they are very nice, got me the best deal they could, and work with my budget
"Great Overall Experience"
I have had wonderful service from this dealer. Overall, I have been very pleased and would highly recommend them for your service needs. Great work with a smile. Great shuttle service too!