Chrysler Dodge Jeep Ram of Willoughby — Attraction in Willoughby

My experience with Chrysler Dodge Jeep Ram of Willoughby was probably the worst I've ever had in all the years I've been bringing my Jeep vehicles to this dealership. Everything started off great with the service department and then things got stuck and the communication broke down. I understand that parts availability is a challenge with older Jeep vehicles. I was told that of all the things on my list of problems I was having they could only replace the EVAP system. The price for that was $1108.00 out the door. I checked with another local shop, and they said it would be $350.00 with parts and labor. $1108.00 seems a bit unreasonable for a repair that would take less than an hour to complete.

I was then told none of the work could be done because the parts were not available. I worked with the service department to find out what was needed to repair the Jeep. I got the part number from the parts department and was able to locate the part at another dealership a few states away. I told the parts department, and they agreed to buy the part and have it shipped to them. The part arrived the following week and the service associate I was working with was not there. I called in and spoke to a different service associate who had no idea what was going on. I asked about the part that was ordered and after waiting on hold for several minutes was told that the part was returned because now additional parts were needed to resolve problems that were not mentioned ever before. They said I needed additional parts, and the tech returned the parts because the additional parts I needed to resolve the problem are no longer available. When I was finally able to talk to the parts department, they said they did not send the part back. I asked service to get me the part numbers of the additional components, and I also spoke with the parts manager about getting the part numbers. I made multiple attempts and left messages with the parts department and with service and never got my calls returned.

I felt like I had been getting the run around after the second week of my car sitting in their lot. I've been doing my best to work with Chrysler Dodge Jeep Ram of Willoughby, but they would not give me the required part numbers to locate the additional components needed and never returned my voicemails, their different departments also do not communicate with each other. They were making up excuses and hiding behind statements that the parts are not available but they in fact were available on the Internet at other dealerships. Their vendor that they use in house may no longer be able to provide the parts but after I looked on my own, I was able to see plenty of genuine Mopar components that can still be purchased to complete the repairs I needed. I was also told by an associate that they don't want to do the work because of a rust spot on the frame. The jeep was recently serviced at other shops and underwent rust protection undercoating. Those shops said the amount of rust on the frame is minimal and should not stop any work from being done. It was not till nearly 4 weeks of my car sitting in their lot without anything being fixed and no returned phone calls from parts or the service department that I decided to take my Jeep back.

When I went to pay and pick up the Jeep it barely started up from sitting so long. It felt like the transmission was not shifting into gear on the road, like something in the internal mechanism was stuck. Additionally, there was a piece of Chrome trim on the door side pillar that was damaged and bent out that was not damaged when I initially dropped it off to them. They pulled my jeep around with a huge mountain of snow on it, I feel they could have at least tried to clean some of the snow off. I was unable to see clearly through the windshield and the wiper blades made almost no contact. I was able to get my Jeep to another dealership later that evening where it's getting the needed repairs. I don't see myself going to Chrysler Dodge Jeep Ram of Willoughby in the future after this very...

DO NOT TRUST. FALSE ADVERTISING.

Shady business practices and deceptive/false advertising.

They advertised a 2020 Dodge Challenger for $39k. Comparable new ones run about $44k.

Their site said it had 3,200 miles. All the pictures of the car looked like it was new. I figured it was priced $4,500 below comparable new car prices because it had the 3,200 miles on it.

Once I told them I wanted the car and after I had sent them my license, SSN, and car insurance info, the sales rep sends me an email that says "I just wanted to be upfront with you regarding the vehicle, and the reason why it’s priced so low. The vehicle since we took it in was a demo vehicle for the general manager, so there is some additional miles to it. Also, the previous owner did some damage to the rear bumper. Full discretion, here are the pictures." (By the way, the term is "full disclosure" but I can't fault them for getting it wrong since they apparently don't know what disclosure actually is because those issues should have been disclosed on their website - not after getting a customer's personal info).

He then sends me a pic of the seriously damaged bumper (which, gee, didn't happen to be on their site nor was the damage showing up on the CarFax because they hadn't repaired it). See pics with this review of screen shots of the pictures they had on their site. Note not a single one comes even close to showing the damaged bumper. Note: there are also no photos of the odometer reading. The CarFax showed no damage and no issues (see screen shot of CarFax attached to this review).

"Some" damage?" Really? Some? Take a look at the pic accompanying this review and judge for yourself. They did everything they could to NOT have that damage be visible in the photos of the car when they advertised it.

And also the "some additional miles" was almost 2,600 MILES more than they advertised (5,768 actual vs. the 3,200 advertised - 80% more miles than on their ad). SOME? Seriously? That doesn't sound like demo miles. That sounds like the General Manager turned the vehicle into his daily driver.

Additionally, they reported FALSE MILEAGE to CarFax. Note the second CarFax screen shot with this review - they reported they serviced the vehicle on 8/3 and that the mileage was 3,211. On 8/4 the sales rep sends me a screen shot with the 5,768 mileage reading on the odometer. Gee... so either they drove it 2,557 miles from 8/3 to 8/4 or the submitted false information to CarFax. I'm going to go with the latter explanation of them falsifying records.

I tell them I still want the car at the $39k they advertised but they have to repair the bumper for me to buy it. Not an unreasonable offer because they didn't disclose the damage or the 80% increase in the mileage when they advertised it.

The sales rep then says "The General Manager said we can repair it but then we'll have to add that cost to the cost of the car." Seriously?

I have an idea... I'll just go buy a new car that hasn't been damaged instead of paying the same price as I would for your car that has been damaged and repaired (and lord knows what other undisclosed damage has been done). I'll also buy it from a dealer that doesn't lie on their website and submit false information to review and vehicle condition sites.

DO NOT TRUST THIS DEALERSHIP. Especially if there's a price drop. That means there's probably been undisclosed damage or additional miles they're not reporting or falsely reporting.

These are the shadiest business practices I've run across in a long time.

BUY YOUR CAR SOMEWHERE ELSE. You've been warned.

UPDATE: Even though the "General Manager" replied to this (I'm sure it wasn't him and was instead some admin responsible for copying and pasting a seemingly responsive generic response so it looks like the dealer takes care of their business), there has been zero attempt to contact me. This is despite them having my phone number, my email, my address, my driver's license, my insurance info, and my SSN. Try...

Review Left For A Friend With An Absolutely Horrific Ongoing Experience!

This Dealership Has To Be Held Accountable!!

Since phone calls don't work for this dealership maybe a public review will. Judging by the customer service I've received thus far, it likely won't phase them.

Sept.18th, I purchased a used Jeep Wrangler for what I was told was a good deal from Chrysler Dodge Jeep Ram of Willoughby and allow me to tell you it will be the last time I ever use this dealership.

The day after I purchased the Jeep, I texted my sales person, Breon, that the Jeep was pulling to the left- I wanted to schedule and appointment. An attempt was made at dismissing my concern by saying the vehicle is lifted and drives different, but I advised the pulling of the steering wheel to the far left felt more like an alignment issue.

After going back and forth, and texting him on Oct.6 that the check engine light came on & I was going to Auto Zone for a diagnostic test, he advised he was off and would handle tomorrow on Oct. 7.

On Oct.7th, by 3pm I hadn't heard anything from Breon-so, yet again, I followed up with him and finally got an apt for Wednesday, 10/15/25 @ 8:30am w/their service dept., believing it would take no longer than 45 mins and at no cost per my salesman.

When I arrived at the appointment, I was told I would have to pay the cost of the diagnostic test ($180.00) and the cost for the wheel alignment, and that it would be over 2 hours at least to handle the check/repair, to which I showed the service dept. my texts w/Breon indicating no cost, and that it shouldn't take longer than 45 mins to repair. This became an issue for them, and they advised they needed sales to sign off on the no cost. Breon was not in, so I texted him a screen shot from the Service girl indicating I'm responsible for the cost. He never replied.

10/16/25, I followed up w/Breon at 11:31am asking if there was any news. No reply. I sent screen shots of my diagnostic test at 1:06pm showing the issues that Autozone detected. Breon replied at 7:27pm saying he spoke with his GM and he (the GM) would get back with me tomorrow .

10/17/25 I text Breon asking the GM name- he advised the name was Phil. I waited all day Friday for the call from Phil that never came. 5:12pm I texted Breon saying I never received a call. Breon said the GM left a voicemail- I advised I never received a call or voicemail from CDJR and that he must have called the wrong number. Breon apologized on his GSM's behalf that he was out with a family emergency and would contact me Monday.

Monday, 10/20/25- 10:55am I asked Breon if there was any particular time I should expect a call t hat my lunch was from 12-1. No answer. I texted Breon at 2:25 expressing my frustrations and saftey concerns as a mother driving my children around, that on top of the two issues I've been trying to get in for repair, MY BRAKES ARE NOW GRINDING! I have had this vehicle for a MONTH, and not one person at this dealership cares or gives a shit because they already got the sale. I asked for a call back yesterday and told him how horrible this customer service was, and that at this point I was ready to get an atty involved. NOT.ONE.RESPONSE. This is the level of care this dealership has for their customers.

One of my favorite parts of the entire experience was when I called the dealership to advise I didn't want to talk to Breon at this point because nothing was being accomplished, a "Jay" was who helped me, and was BEYOND rude, my coworker was right next to me on speaker phone and even commented at the rudeness of this staff member. He put me on hold acting like he was going to get someone, then I was disconnected, when I called back, he didnt even speak, just transferred me right to Breon- whom I clearly asked to not even speak to at this point.

DO. NOT. PURCHASE. A....