Dwayne Lane's Chrysler Dodge Jeep Ram — Attraction in Everett

At first I thought it was going to be a good experience, then everything began going sideways quickly, where do I even begin at this point, first off you would think that if a vehicle has a single key fob, that would be something you inform the customer about BEFORE the vehicle is purchased, but this is deffinitly something I will remember from here on out, then made to believe that's it my fault and if I wanted another it would have to be dealt with before purchasing, yeah thanks I get it now! Also don't forget to shop for a used truck in the rain, because you don't want to pay 2000 dollars to replace the back window and third tail light, take my word for it, there is nothing like buying a truck on a nice day and when the rain comes, it also rains in the truck! So even if you just bought the truck, just be aware that is not something they look for or will do anything about, you would think that would be part of they're used truck inspections 🤔 I guess not, so be aware of that, also do not forget to check any of they're used trucks for exhaust leaks, very common, and not something they take care of before putting them in the lot, and yes, it is a pricey fix, nothing like smelling exhaust when your sitting at a light, out of everything this is the one thing they are willing to recognize and consider fixing, only after countless calls, dealing with multiple managers, service, having to miss work to bring it in twice to be diagnosed, the first time it was brought in to be "fixed" they were apparently told to check the exhaust clips by the manager, when we had a very specific conversation about the manifold leaking and being the problem, apparently they got they're wires crossed handing that information down the line, more phone calls, emails to managers, diagnosing again, they have agreed to fix it, but here's the catch, its a back ordered part and they have no idea when they will ever show up, could be months, I've heard sometimes it can be years, but who knows! They don't! Now im stuck with these massive bills, just so it doesn't soak and ruin the interior, 1 darn key fob and an exhaust leak! So be very careful if you ever shop for a truck here, CHECK EVERYTHING, go on a rainy day! And do not, I repeat do forget to ask to see that second key fob BEFORE purchase because I was made to believe it existed and no one said otherwise until after purchase, they are about 500 bucks, so unless you don't mind that, ask ask ask for that second fob, because you don't want to play the games I have been playing, it has been awful, I will not be...

I recently had a deeply disappointing experience with Dwayne Lane's service department that I feel compelled to share. My interactions with the service manager, Jordan, and the general manager, Kenny, have been nothing short of frustrating.

To start, Jordan insisted that I would need to call my extended warranty provider myself regarding the overheating issues with my Jeep Rubicon, rather than their team handling it. When I did call, the warranty team informed me that they had no record of these issues and that Dwayne Lane's service team has a direct representative they work with on behalf of their customers. This demonstrated a clear lack of initiative and an unwillingness to take ownership of the issue. There was a noticeable lack of urgency regarding my vehicle's problems. After three years of bringing these issues to their attention, my engine ultimately needed replacement – a problem that could have been mitigated with proper and timely service.

Furthermore, when I sought answers about the company’s core values, based on the treatment I received from Kenny, the general manager, he could not provide a clear response. In fact his face was very blank. His demeanor reflected zero empathy, and the overall approach of the service department felt like a classic “earn and burn” operation. My experience here left me feeling like just another number passing through their system, with no genuine concern for customer satisfaction or vehicle reliability.

I acknowledge my own accountability in this situation. I made an impulse decision to purchase my dream Jeep Rubicon from Dwayne Lane's without conducting thorough research. This experience has been a harsh lesson for me. I have since moved on and purchased a Toyota, reassured by numerous conversations that this pattern of poor service and lack of accountability is well-known among those familiar with Dwayne Lane’s reputation.

I hope my review serves as a cautionary tale for potential customers. If you are diligent in choosing where to invest your business, I strongly advise you to think twice before choosing Dwayne Lane's. Customer service and reliability should be paramount, and unfortunately, that is not what I experienced here under Kenny and Jordan’s “leadership.” In fact Kenny even reassured me this is normal to have a blown engine 3 years into purchasing a $65,000 Jeep rubicon with 25k miles on it. In Kenny’s famous words when I expressed the frustrations of their service team’s care and responsiveness, my answer to that is his same answer...

Update: I think it’s only fair to post how the situation was resolved after I called the next day. They handled it perfectly and were able to find the parts and do the work that next morning in a very timely manner too. 👍🏻 Mistakes happen and how they get corrected says a lot about their business Not a very good experience. Made an appointment after receiving a recall notice for 2 different recalls that needed to be done and was told that the parts that were needed are in stock. I informed them that we are getting ready to go on the road and needed it done by the end of May. They couldn't get me in for about 2 1/2 weeks. I dropped my truck off for my appointment at 8am. Got a text saying that they're sorry that I couldn't make my appointment at 9:23am and to reschedule. I got no phone call to say it was ready that day. I called first thing the next morning to find out the status. I was told that it was done but they were not able to do one of the recalls because they didn't have the part. After telling them that that's not acceptable because I made the appointment due to the fact that the parts were in fact available when I made the appointment and should have been held for me. I was told by the representative that she would call me back after talking to the manager about it. She called me back and said let us keep your truck for another day and we'll see if we can make something happen. I got a call later that day letting me know that the second recall was not able to be done and they would contact me when the part was back in stock. I let her know that's not going to work because we are literally going to be traveling in six different states in the next year and that's why I made the appointment in the first place to have this done before we are on the road. When I picked up my truck no one knew about the situation and asked me to give them a good review on my experience with them. No contact from a manager for a week now and no paperwork given to me about what was done or not done. The recall notice that was not done tells me not to park inside anywhere due to the fact that a relay when parked can cause a fire in the engine compartment and due significant damage to my vehicle and surroundings. Not pleased about any part of how this was handled and am calling today to talk to someone about our...