Hendrick Chrysler Dodge Jeep RAM FIAT of Concord — Attraction in Concord

Hendrick Jeep had my car in their shop for over two weeks to fix a broken sway bar and sway bar links that were faulty from the factory as well as a check engine light and a electrical system issue.

My car is a 2024 Jeep Grand Cherokee Trailhawk 4xE and at the time of the service visit had between 250 and 500 miles.

Now my vehicle is back in the shop at another dealership and upon checking the service technician found SEVEN updates that needed to be done.

How Hendrick did not notice that there were several outstanding software updates to be done is negligent, in my opinion.

I spoke with my service advisor multiple times asking that my car be inspected bumper to bumper and that since the sway bar was being replaced if they could check the alignment and suspension to ensure there would be no issue when I picked up the vehicle.

When I picked up the vehicle it immediately began pulling to the right aggressively. I contacted the dealership and spoke with the service manager who told me that the sway bar would not affect the alignment of the vehicle. While I understand that, the vehicle still pulled to the right creating an unsafe and uncomfortable driving experience.

To note, my vehicle was covered in pollen when I picked it up. That they didn't even bother to wash it shows a lack of care for someone's brand new vehicle that arrived to them in pristine condition. It can't be difficult to take a car after repairs to get a quick exterior detail. (I purchased a 2022 Ram 1500 Laramie from Hendrick Ram and their detail department left scratches all over my brand new truck due to the washer using the incorrect brush. I had to bring my truck back and another washer had to machine buff out my entire car front to back, an absolute nightmare).

I told the service manager that I would be bringing the vehicle to a dealership closer to me and that I expect Hendrick to coordinate with them for payment of an alignment. Hendrick is over an hour away from my home. I took my vehicle to Hendrick because the other dealerships closer were closed on the weekend and I needed to drop the car off because of the sway bar issue as well as a check engine light and an electrical system issue. The 4xE's have had safety issues where the batteries have caught fire while being unplugged and in peoples homes (Look up the lawsuit against Jeep, it's ongoing).

Anyways, the service manager told me he would not be coordinating with a different dealership and that I would have to bring the car back to Hendrick to get the alignment done. This was major inconvenience for me. Considering this was due to Hendrick Jeep not doing a thorough job and checking to ensure that the vehicle was driving straight post repairs I'm confused as to why Hendrick would not allow me to take it to a dealership closer to home and was adamant about me bringing it back. I asked for compensation if I were to do that and was told no.

The painful process I have had to go through with a brand new car due to Hendrick Jeep not doing a thorough inspection of a vehicle that was purchased only a week prior is troubling.

I would not recommend Hendrick Jeep and would look for other dealerships and service centers to work on your vehicle. Whether it’s negligence or just a general lack of caring what has happened with my vehicle should have never happened and hopefully no one who reads this has had or will have a...

Disappointed by Service Experience – Poor Communication and Long Wait

I arrived at Hendrick Jeep of Concord at 7:00 AM—one of the first in line—and was promptly greeted by a Service Advisor named Terry. I came in to have LED lights I had purchased installed and also requested an oil change, noting that I have Ally coverage which had previously made oil changes free of charge.

Terry immediately told me things had “probably changed” and quoted me $400 for the lights, saying it would take 4 hours. He arranged an Uber, which was helpful. However, by 8:25 AM I received a call saying the installation would now be $500 due to wire splicing. Then at 8:54 AM, Terry called again—this time trying to upsell me three new tires, which I declined.

By 12:00 PM, I hadn’t heard back, so I called. Terry said the Jeep was ready and he just needed to call Ally. An hour later, at 1:01 PM, I called again—he admitted he got “caught up” and still hadn’t made the call, even though he said the paperwork was in front of him. At 1:30 PM, still no update or Uber. I called once more, and finally had to ask him to order the ride while I was on the phone.

When I got back, Terry was on his personal phone. He slid the bill in front of me—it was now nearly $600. I asked how it jumped from $400 to $500 to $600, and he casually responded that he still hadn’t called Ally. When he finally did, he told me they only covered $75 now. This was shocking since I was told oil changes were covered for life. When I questioned when that changed, he insisted “it’s always been that way,” even though I had a covered oil change in March.

I was directed to the service manager, Justin. While he was kind and apologetic, I felt Terry threw me under the bus by saying “Can you tell this customer about the new Ally rules?” as if I was the issue. I was mainly frustrated by the shifting estimates, poor communication, and long delay that caused me to miss work. Terry then explained that even if my appointment was at 7 AM, that didn’t mean they’d start working on it then—which contradicts what I was told earlier.

After paying, I asked to speak with the technician who installed the lights to go over the features (like halo settings). Terry said, “they don’t interact with customers,” despite the fact I spoke with a technician during my last visit in March. He then offered to explain them himself—but when we turned the Jeep on, only one headlight worked.

Terry seemed annoyed, blamed the issue on the brand-new lights I brought in, and then said he could now get the tech to look at it. I declined the offer to bring it back another day, since I didn’t feel safe driving with one working headlight. He eventually took the Jeep back into the garage.

Thankfully, I met Maddie, a Sales Advisor, who was friendly and helped ease my frustration. Justin also passed by and seemed genuinely surprised and concerned when I told him about the headlight issue. After about 20 minutes, Terry came back and said it was a faulty wire in the light.

While the problem was eventually resolved, the overall experience was stressful, disorganized, and full of preventable miscommunication. I’ve been here before and had great service, but this time was a disappointment. I’m not sure...

Back about a year ago we had an experience with this hendrick dealership that wasn’t the best, but we decided to give them another chance. We were looking for a truck for my son, and they had one come in, in our price range but it needed to past inspection first. This was on a Saturday we went up just to look at it from the outside knowing we could test drive it, and we were told they would know something Monday. Well we contacted them Monday and they said it was still in the shop, they may know something Tuesday, we’ll we contacted them again on Tuesday, they said they may know something Wednesday. Well Wednesday we contacted them again and they said they would know something that night or in the morning. And they would get up with us on the morning to confirm we can come test drive it. Well 11:30 comes and nothing, call us there again. And the guy that I have been working with told the receptionist to let me know he would call me back in half an hour. It was around 12:20 and we had not heard anything. My husband calls back up to the dealership to see if he can get an answer because he is 45 minutes away and wants to make sure he can get there in a timely manner if it is ready. And he talks to the manger and he tells the manager he is on his way. And the manager even said he would call him back while he was on his way to confirm it is a go to test drive. Well I am a little closer about 30 minutes so I head that way to make sure we get there. Well when I pull up there is another salesman with people looking at the truck. My salesman comes in because it was actually he day off but when the manger told him the truck was good, my sales made time to come meet me up there because he knew me and my husband has been contacting him everyday about this truck. Well apparently after my husband told the manger we were on the way, and our salesman confirmed with the manger the truck was ready so we could come, there was people that walked in and let them look at it and they bought it. So after days of staying on top of the truck and confirming with the manager we were on the way, the manager took that into no consideration and just sold it out from under us. The manager never called my husband back in 30 minutes like he said. Then, after the truck was sold, my husband called to talk to the manager again, and he was told that the manager was away from his desk and would he like a call back and my husband said yes. well do you think the manager called back? absolutely not! There is more to my experience but too much to type. This Hendrick dealership did us wrong not once but twice and I will not ever be back. My son was so disappointed, and as a mother I was more angry that this dealership let my son down more...