Luther Brookdale Chrysler Jeep Dodge Ram — Attraction in Brooklyn Park

One star is even too generous of a rating. The service department was extremely disappointing is an understatement. This was a 3 month long ordeal, and I somehow remained nice and understanding for far to long. The tech didn't start with basic diagnostics on the vehicle when engine code stated issue, just proclaimed what they thought was wrong. Their assessment was incorrect costing me extra money. Reassembled vehicle, engine light comes back on...tech again states things that don't match the problem. While the vehicle was there, communication started off well, but soon deteriorated. I was consistently told I would have an update tomorrow. Well, tomorrow never came. Voicemails unanswered, as well as text messages. It seems this dealership has really gone south despite their fancy new facade. I am now facing a new vehicle....it is not going to be purchased nor serviced from this dealership. I am honestly sad to write this review as in the past (starting in 2014) they were always great. They may need some new management or more staff to provide better service instead of updating the look of the building and eliminating a cashier so service managers have more work to manage. It almost seems like the business model is throw parts at a problem or delay, delay, delay until customer leaves and problem goes away. DO NOT USE THIS DEALERSHIP FOR SERVICE. They will respond to this post like they do all the other reviews with a "we acknowledge blah blah blah... we strive to provide better service." Since you had my vehicle for 3 Months...you had time to do better. You just chose to not care about a long term customer.

My response to dealership:

While your gesture of goodwill was appreciated, it does not make up for the lack of clear communication and a tech that I felt wasn't able to think outside the box to diagnose. When I brought it back to pull oil pan and gasket and check rod bearings and crank, tech wanted to pull heads. We will also have to agree to disagree on the cause of the engine issues. Further work had revealed that the spark plug did not break on it's own accord (information we also presented with your Service team). If it had been just a bad plug, we would have accepted that it was outside of the the 3rd party warranty and moved on with just being disappointed in the length of time the diagnosis took and let it go. To be clear, that is actually what we did until the same error code and SAME location, newly replaced, spark plugs were being hit by the piston and caused a misfire after 100 miles use from being reassembled by your service center. This clearly shows the original diagnosis was wrong and the original spark plug did not suddenly break unprompted. When presented with this information, the communication remained poor and there was a lack of clear communication on what to expect and when to expect resolution or at least clarity of next steps. We again gave you all the benefit of the doubt, and brought the vehicle back to you at our own cost. We understood the work had to be fit into the schedule and remained patient for the first 3 weeks, but after another month of "we will know more tomorrow" or "next week" it became abundantly clear that our business was not valued or needed. We felt like an inconvenience to you. If you didn't want to pursue the work, being upfront on that would have been appreciated and you could have saved us another month of waiting and additional towing fees. The truly sad part is, this Dealership/Service Center used to be our gold standard.

Lastly, I want to be clear - Covered or not covered parts is not the main point of our review. The main feedback is that communication was NOT clear and we felt misled/ unheard at multiple times in the process. The tech responses to issue didn't make sense and they erroded my confidence in their ability. We remained calm, gave space/time and did not make unreasonable demands. We are frustrated that despite our best efforts we were not able to resolve this repair with your...

Do not go to Luther Brookdale Jeep. My experience with them has been nothing short of a nightmare. 3 months after buying my vehicle, it needed a new touch screen. They looked at it and ordered the part and told me it would be in the following week. Over 2 weeks go by and I still had not received a call. So, I called the parts department and they tell me it has been sitting there; yet, I had received no phone call. Made an appointment, and they replaced it. An addition 2 months go by (5 months after buying the vehicle) and the transmission is slipping. I tell the service advisor Steve this at my appointment and he proceeds to tell me it is just a break pulsation, but they will check it out. Breaks are fine (as suspected) but they need to keep the vehicle to drive it. But I can't leave it at that time. So, I call and schedule an appointment for one week from then to drop it off and have a rental. I show up for my appointment the following week and wait a few minutes for someone to acknowledge me. The gentleman that did was trying to get me a service advisor, but FOUR of them blew me off and said, "No, I'm leaving," or, "No, I'm busy." Seriously?! Finally, one helps me and says, "Oh I can't help you because Steve has an open ticket." So I have to then go to the service advisor that said he had to leave! He rushes through getting me checked in then proceeds to tell me they do not have a rental for me, but Enterprise would be there in a few minutes. 50 minutes later, Enterprise shows up with a car... in a snowstorm. 4 days go by and I haven't heard a word, so I call the service department. I was on hold for 25 minutes before someone picked up my call just to tell me they have no update. 2 more days go by and I receive an automated TEXT MESSAGE that my vehicle was ready. 3 more days go by and I still hadn't received a call regarding my vehicle or what was done. So I show up at the dealership and was immediately passed off to the cashier. While they were bringing my car around, I stood waiting for a service advisor to talk to me about what they did. Finally one acknowledges me and says, "You can leave now." I walked up and said, "Actually, I never received a call about what was done to my Jeep." So he very briefly told me what they did, and I left. The very next day, my vehicle is 10 times worse than it was when I brought it in. I called and spoke to a service manager at this point because I was very frustrated. He apologized and set an appointment for the following week. I bring it back in, they have a rental, all is good. I had to call for an update (per usual) but they told me they found the problem and were waiting for the part. I received a call a few short days later that it was ready and I was on my way. About 5 days go by, and my front end starts making this horrendous noise. ARE YOU KIDDING ME! I made ANOTHER appointment to bring it back in. Drop it off, and pick up a rental from them. That night I was leaving work with their rental, and IT BROKE DOWN. I called in the morning to tell them and I didn't even get an apology or a single ounce of empathy, but they did tell me they didn't think they had a different one for me. When I showed up, they had it figured out, and once again, I left. A week goes by and I receive a call that they do not hear the noise, and suggest I come in for a test drive with the mechanic. I went in, and waiting 45 minutes for this "quick" test drive. Get in, my vehicle is 30 miles to E, and I started driving; it immediately is making the noise (even louder than I remember). The mechanic blows it off, "Oh yeah, I guess there's something, I don't know, I guess there might be a noise." Rude! It has since been a week since this test drive and I have not received a phone call for an update nor do I have ANY idea what is going on with my vehicle. I will NEVER EVER...

Bought a 2015 Jeep renegade. "Certified Vehicle". My own fault for not checking out things closely, but 2 week after buying the vehicle it was clear that the rear brake pads were down to the minimum point plus both, front and back rotors pitted/grooved. (squeaking soon started, but not a huge deal since I do my own brakes) Something I feel should have been addressed in the "Certified Vehicle inspection" The front pads looked brand new so my fault for not looking at the rear. 2nd...When I test drove the vehicle it had the pulse light module installed for the rear brake light. When asked if I like that feature or if they should remove it i said, "sure" might as well leave it in. Suddenly, the car was $300 more expensive for a part I can by for $20 all day long. Shady in my opinion, so I had them remove it. I guess if you go check out a vehicle "as is" they might later say the tires aren't included. REALLY STUPID sales tactic..Doesn't build trust. 3rd when a opened the hood, there were a ton of Acorns rolling down the inside of the hood shell. I removed the heat sheild to reveal a critters nest in there's (Certified? What exactly do they certify?) Another thing i didn't like is the sales person trying to pass off transmission concerns as if people were just stupid. I did my research before coming to the lot so I knew what to expect with this car, but the way it was passed off as folklore was probably an indication of hoops you would need to jump through/deal with when you have a real issue. I did end up getting the extended bumper to bumper warranty, but only because of the astronomical rates they up-charge on components. I shouldn't have bought the extended warranty out of principle, but when they stated it would be $2200 to replace the u-connect radio, my wife got really nervous. It's a simple touchscreen radio with some software controller. They probably pay $300 for if even.....again ridiculous. Also, they probably did an oil change when inspected, but the sticker in the window said due for another one only 3000 miles later when the manual reads something to the effect of "when the information system indicates an oil change is needed, but not to exceed 10,000 miles." I do my own oil changes about every 5,000 miles, because it's super simple to do, but was warned to keep every receipt and log for the oil/filter/change if I go that route. Understandable, but makes me wonder if they will try to find a way to avoid warranty repairs. Bottom line is I bought the vehicle because it was exactly what I was looking for, but I do have a problem with dealership markups. I just don't get it....Sneaking in the brake module charge is just a COMPLETELY stupid idea to make a few extra bucks for the unknowing people. BTW people. Conventional vs Synthetic oil is only a few bucks more per barrel, but somehow places decide it's worth a $30-$40 up-charge to get it when getting a 5qt oil change. Last think I will mention is that I requested a missing valve stem cap be put on, along with no dealer license plate frames (sales person said, "no problem", but when I went to pick it up the stem cap was still missing and sure enough..dealer advertising on the plate frames. Just another indication of customer satisfaction vs meeting a sales goal. It's like a .25 cent part so not a big deal, but possibly just another warning sign when you do have a problem...I will say that my sales rep was very friendly and took the...