Houston Dodge Chrysler Jeep Ram — Attraction in Jersey Village

This dealership is horrible. My son purchased one from this dealership approximately 4 years ago. First impression was a great impression of course because we were purchasing one of their vehicles. After the sell it appears they do not care anymore. Fast forward he purchased a jeep due to him wrecking his car, however it was not from this dealership, but this is the dealership of his choice. It has been going on two weeks, and no one call to update on what's going on. The first week we did not call to check on the jeep because we felt someone would eventually call, but as time progressed, we became worried. I then started to call and wasn't getting an answer. My son finally received a customer quote 01-24-2024 for 1,303.66 with a breakdown of what was needed for repairs. After receiving the quote, I called to try to reach the service advisor with several unsuccessful attempts. I continued to call and was finally able to reach the service technician, Bryan and questioned him about the quote, because it noted pump water, gasket, and antifreeze. It was strange because the car was not running hot and gave no indication that something was wrong with the water pump. After speaking to him and going over the quote I asked him would this be the final price. He assured me that that would be the final price because all of the major (hard labor) work was included, and if it needed anything else it would not be much at all. I agreed and asked if I could pay, and he explained that they could not take payments until the services are fully completed.

About an hour passed and my husband viewed the quote and had questions. My son called back and was able to get Byran. Now this was the second successful time we were able to speak with him. Bryan gave him a price that was $300+ more from what he had just given me an hour ago. Still confused of what just happened he ended the call and began calling other places but realized it would be too much of a hassle but told them to proceed with the hard labor work and was told the part would be in on the following Thursday. Thursday came no one called. We called and called, no answer. Finally, someone called my son late Thursday after we had left messages and told him the part is due to arrive the following Monday. My question "was anyone going to call us and make us aware" because we initiated the phone call to get his information. By this time, I'm livid, and called complaining, and the following morning Mary called around 6:45 a.m. assuring me she would handle me from this day forward, because Bryan in no longer there. I began to feel better as I trusted that I would get answers. It started off great and she was supposed to get back with me with answers pertaining to the water pump and a rental. I have yet to hear from her. I called this morning 02-05-2024 and reach someone and once again no answer. Finally, I called the sales department, and they picked up on the first ring "of course". They had to get someone in the service department to get on the phone. Finally, I get to a supervisor that is supposed to take care of me from now on. I'm praying I can get what's needed. This has been a horrible experience, and we are short of a car to get to and from work. I'm looking for rides while I feel they are doing nothing and didn't even have the decency to get back with me on a rental. We will not give them another...

My experience here has been poor. The first time my brand new Durango. ..less than 500 miles on it had major mechanical issues . My wife was about 8 months pregnant and the vehicle completely shut off on her multiple time and then would not shift past 2nd gear and could not go past 35 MPH. I took it in and I was told I could not have a loner. Finally after escalating to management I was given an enterprise rental, 3 days later I got the call that it was ready. I picked it up and before I even left the parking lot...I noticed the issue was still present and when right back to service...it was in service for 4 weeks. About a month ago, I had to take it in for a recall. I was given and appointment and told the service would be same day and when I arrived I was told the vehicle would have to stay over night. Again...Spoke with management and my vehicle was out in 30 minutes. Now, I'm back again with some serious concerns. The vehicle had not started a couple of times and the start button would stay stuck and keep trying to crank. In addition when it runs...it seems to be missing and idling rough. In addition, some times it stays stuck in high gear. Let's see how this visit goes. That said...Mike the service manager has done a good job and correcting the situation and did get some to call me today and set up the appointment. However, the rest of the staff is under experience and usually seems short staffed. It seems things are improving but definitely have a ways time go. Wish the service reps were as good and my sales guys, Nate Shaw and Travis Jenscnik. Update...ok...so, 3 days later we are told there is nothing wrong with the vehicle. That what we are feeling is normal and that the vehicle is "hunting" due to bad gas. To me the vehicle is definitely more than "hunting" and we always fill up with HEB gas, never has issues before. We took the vehicle home and just to humor them we have been filling up at shell...same issue. Guess I'll just have to take it in once my wife is strand at work, the store, or side of the road. Unfortunately, she does not feel the vehicle is reliably at the moment. I WILL update again soon. Latest update 12-31-17...the Durango continues to "hunt" regardless of the type of fuel we use. Has not broke down yet but my wife does not feel secure in it. To top things off, I received a bill from Hertz for $945.00 For the 27days that North West dodge put me in their rental! I'm told there was some issues between hertz and the dealer and now the dealer doesn't want to pay the bill and hertz is trying to collect from me. This is wrong on so many levels! Anyhow, Mike the service manager is working on it and I hope to have it resolved soon. One thing after another...

2/17/2018---STILL NOTHING FROM MIKE THE MANAGER OR ANYONE AT NORTHWEST DODGE CHRYSLER. I’VE LEFT MULTIPLE MESSAGES, AND NO ONE RESPONDS. Now HERTZ has sent me a letter stating I can no longer rent from them because I have not paid the bill, unbelievable. This is unacceptable, I will no longer do business with either of these companies and will be sure to spread the word. DO NOT WASTE YOU TIME HERE. I have now purchased a GMC Yukon XL and we love it. The Durango was a POS. I have attached photos of the letters from...

Edit #2: Response to the owners respsone…Kip, the “sales manager/GM/Owner told me he wouldn’t stand behind the trade offer I received from his salesperson. That is true. *The travel time is one hour from my home to your location. If your guys took two hours… that’s between you and your employees. I didn’t ask for John to come get my vehicles. I actually expressed my concern about insurance, liability, etc… John INSISTED that he come get the vehicles. *We spoke and I offered to send all the pictures and videos you would ask for. I was not willing to drive two different vehicles one hour round trip to talk. *I never received a purchase order. I challenge anyone to get a purchase order from this dealership. I have an audio recording of the phone call where John went through everything line by line instead. *They will remove the inflated cost of the “dealer installed options”. $3,000 is supposed to get you window tint, LoJack, and “paint protection”. All you have to do is ask. *I was told multiple times that the price of the truck would increase by $4,000 if I didn’t finance with the dealership. No particular finance company was ever mentioned. A common scenario is that the dealer steers customer to a finance company for a kickback. I can only assume that’s what was happening here. *Transparency is one thing the dealership lacks severely. *My only expectations are honesty and standing behind your word. I’m sorry you guys fell short of that myself. I wasted hours of my time playing games with you guys.

Edit:: Less than a hour after leaving this review, I got a phone call from the salesman named John Navarro wanting to argue and waste more of my time about the fact that I left him a bad review. He told me he would make sure “his guys” took “forever” to get my trades back to me.

Original review: Buyer beware. I trade trucks every couple of years, so I’ve got some experience with different dealers. This dealership played literally every single dirty little game in the book. These guys are still playing the addendum game ($3k for junk you don’t want that “they put on ALL of their new vehicles”). I was told after we agreed on prices that if I wanted to use my credit union for financing…the price of the truck would go up $4k. Not even sure this is legal. They gave me trade numbers over the phone with pictures and video only for, wait for it…. The numbers to magically decrease by 5k at the last minute. This is after the salesman (John Navarro) and GM (Kip Hines) both told me that nothing was different or a surprise from the pictures. In other words, they’ll tell you anything to get you in the door. I’ve got screenshots and conversations that document all of these things, this is my first/last experience with the dealership, and I’m not affiliated with any car business. I don’t have a dog in the fight if you’re shopping for a car/truck, but I’d hate for anyone else to waste the time and energy I have with these guys. There are lots of dealers who don’t play the games. I’d highly recommend Mark Dodge Ram in Lake Charles, LA. If I were to shop in Houston, I’d go anywhere but here. I truly don’t think you could find a worse...