Nielsen Dodge Chrysler Jeep Ram of East Hanover — Attraction in East Hanover

I had an extremely negative experience with the Jeep car dealership service in East Hanover. I leased my Jeep Grand Cherokee 4xe hybrid in January, and just a month later, in February, I encountered a check engine error and the charging functionality stopped working. It appeared that this error was related to the charging system. Since this dealership was the closest one to me, I contacted them to schedule an appointment. To my dismay, they informed me that the next available date was in two months, or alternatively, I could leave my car with them for a week. However, they did not have a replacement car available, so if I needed a loaner vehicle, I would have to wait for an additional two weeks. Fortunately, I had my old car and was leaving the state for a week, so I left my Jeep with them.

Upon returning home, I did not receive any updates from the dealership, so I had to proactively call them for information. Eventually, they informed me that my car was fixed and ready for pick-up since no error was displaying on the screen. However, the very next day, when I attempted to charge the car, I encountered an error indicating that the charger was not working. I had to make another trip to the dealership, only to find out that they had never checked my charger in the first place. They then proceeded to order a new charger under warranty, instructing me to wait for two weeks.

After the two-week waiting period, the dealership contacted me to let me know that the new charger had been delivered. When I arrived to pick it up, I discovered that they had made a mistake and ordered the charger station instead of the default charger. They refused to provide the charger station and asked me to wait an additional month to receive the correct charger. Finally, after more than a month, the correct charger arrived, but when I went to collect it, it was already after 5 pm. Unfortunately, the dealership has unfriendly hours for customers, as they only work until 4 pm. Beyond that, it remains unclear what their managers are doing, but the service stops functioning. As a normal person who works until 5-6 pm, it becomes incredibly challenging to visit them during their limited working hours. Additionally, it seems that on Saturdays, they only offer tire replacement services, and they are closed on Sundays.

On the day I arrived at the dealership after 5 pm, my manager had already left for the day, and the other managers were unaware of the information regarding my charger. They couldn't find any details about it in my car profile. I had to return the next morning to finally receive the charger. Furthermore, when I picked up my car, they promised to send me a serviceman's conclusion regarding the issue with my vehicle. However, after nearly three months, I still haven't received it.

Overall, I am extremely disappointed with my experience at this dealership. The worst part is that, as far as I understand, I have no other options, as this dealership appears to be the only available Jeep service in New Jersey. I can only hope that my car will continue to drive without any issues until the lease ends. Unfortunately, I have also experienced computer rebooting issues with the car, but I am reluctant to bring it back to this dealership. To make matters worse, my friend, who purchased the same car on the same day as me, has had an even worse experience. They have encountered the same computer issues, experienced the car abruptly stopping, dealt with a broken gas level sensor that causes the car to display a turtle picture and drive slowly, or even prevent it from...

2019 Grand Cherokee HA 5.7-32k Miles .Unfortunately I'm updating my review. First off I will say the Service advisors and Service manager are pleasant to deal with and they do try. However not sure what happening with techs and mechanics. First visit Jan 24th for oil change, tire rotation, multi point inspection and Service Suspension warning that had perfect timing around scheduled maintenance. Service was unable to find any issue with air suspension as I explained to them what was happening. They had to keep it for 4 days because they were under staffed. Great, gave them benefit of doubt they clear the message said bring back if occurs again. Also asked to test battery at this visit. Here's what was missed in that first visit, there was a hole in the exhaust system, I mean a big hole that you could not miss, so if you changed the oil your telling me you didn't see this? Again not blaming you for the damage just saying how could you not see it in inspection. Cool I let that slide and had it repaired locally. Now Suspension warning yet again comes on air suspension is acting weird. Visit two, Feb 20th to address suspension. Again kept for 3 days still unable to find the issue and blamed after market suspension links that have been on the car for 6 years with no issue. They unnecessary discover the nitrogen was "low" and also could be the issue for warning, charged $543 dollars. Two days later warning comes back. In giving them the benefit of doubt I thew on the factory suspension links which I had In the car, also wondering why they did not try them themselves when the car was in their possession, you would think right? So with factory links on guess what same warning. So I take it to two independent non jeep techs and they both tell me the same thing, there is a sensor issue that is relaying incorrect height reading to the ECU on the car, jeep should be able to reset and re-calibrate. They could not do it because of the proprietary software mopar/ jeep has. Again, you would think why didn't the service center try this. So I let them know VIA email all that I have tried and discovered and they had great turn around said Bring it in Wednesday March 5th. Here's the kicker remember when I said in the beginning of this review to check the battery? Battery was completely dead unable to jump start it on March 2nd. Again to be clear not saying it's their fault the batter is dead but you clearly did not test the battery when I asked. All this could have been avoided with no headache. So missed hole in exhaust, unable to diagnose correctly suspension issue as said but two other mechanics, did not check battery. And also the car has low milage but is 5 1/2 years old. I purposely wanted to see if they recommended changing spark plugs and tranny fluid. Guess what they didn't, so your multi point inspection was not performed thoroughly. With that said here I am buying a battery replacing myself because car is completely dead just to make the next appointment because you began the work and should correctly finish it with suspension issue. At this point I hope this is seen, and I should be reimbursed for the unnecessary nitrogen "refill" cost. Also out $150 dollars in taxis traveling to and from. Really trying not to be a pain in the ass customer as I work in the service industry too so I know exactly how it is to deal with difficult people. Please make this right and do the correct thing.

This has been escalated to jeep cares. I will pursue my refund.

your response is not good enough. Refund is...

I’ve been coming to this service center for the past 13 years to get all of my vehicle’s service done, even though there is a Jeep dealership in my town. I chose to come here because I purchased my Jeep from this location, and the service center has always been communicative and efficient in the past.

However, this visit has been by far the worst experience I’ve had. I made an appointment to drop off my car on December 2nd. By December 12th, the diagnostic was complete, and the necessary warranty repairs were approved.

On December 19th, I called to check the status of the repair. I was told that my service advisor, Jessica, was away from her desk and would call me back — but she never did. I finally got in touch with her on December 27th. She informed me that the part had been ordered but had not yet arrived.

I called again on January 2nd and was once again told Jessica was away from her desk. I was assured I would receive a call back, but I never did. On January 13th, I called again. Dana, the receptionist, said Jessica was assisting another customer but would call me after checking with the technician. No call came.

On January 14th, I asked to speak with a manager, but he was unavailable. Later that day, I received a text from Jessica stating that the part was expected to arrive on January 15th and that she hoped to have the vehicle ready by the end of the week.

On January 21st, Jessica texted me with an update that the part’s ETA had been pushed back. By February 2nd — now two months since I dropped off my car — I reached out again. Jessica informed me that the part had been discontinued, and they needed to order it from another source.

On February 4th, I called Roland, the service manager, and left a message requesting a callback. When I finally spoke with him, he explained that they ordered the part from their vintage supplier, and it was expected to arrive the following week.

On February 11th, I was told the part had arrived and would be installed. Then, on February 25th, I was informed the work was complete — only to find out the part they ordered was the wrong one. Even worse, the parts they actually needed were unavailable everywhere.

The parts I had been waiting for since December 12th — the ones I was repeatedly told were “on the way” — were discontinued and could not be sourced. Jessica then referred me to contact Stellantis directly to dispute the matter with them.

The only time I received clear and informative answers was when I spoke with Roland. Communicating with Jessica — mostly via text, as she often wouldn’t answer calls or return messages — was dismissive at best. I rarely received updates unless I proactively reached out over the course of three months.

I’ve had many positive experiences with other service advisors at Warnock/Nielsen over the past 13 years, but the lack of communication and transparency during this visit has made me reconsider returning.

Why did it take 52 days to discover the first part was unavailable? Why was another part ordered — only to find out it was the wrong one — while the other necessary repairs were completed without informing me that the correct part for another repair was never coming?

I understand that my car is older, but it shouldn’t take nearly three months for the parts department or service advisor to realize the part was unavailable. This experience has been deeply frustrating, and I...