Terry Henricks Chrysler Dodge Jeep RAM — Local services in Archbold

The short story of this review is Greg from Terry Henricks Dodge in Archbold turned a NIGHTMARE into a positive experience! We had sworn off Dodge as a Brand! When we are ready for the next Dodge, we will make the trip to Archbold! It’s only 40 minutes from Toledo and we know they don’t let things get in the way of honoring the warranty on Dodge products!

We've purchased Dodge vehicles for 10+ years and had great experiences with each vehicle. In 2022 the unthinkable happen to our 2018 Dodge Durango. At only 50,000 miles the check engine light came on. It checked out to be a possible coil problem. I contacted several dealers in Toledo Ohio to see if I could get it in to confirm it was under warranty. The Three major Dodge Dealers (Yark, Charlies and Grogan’s) first concern was “Did I purchase it from their dealer” which was surprising because it should be about the Dodge Brand and the guest. After I told them where I purchased it, they all informed me that they were booked out, even the dealer I purchased three cars from was booked out so why ask me the questions about where I purchased it? Overall, the longest wait to be check out (not repaired) was six weeks and the shortest was four weeks. How can I go with out a car for that long? Of course, there was no loaners or solutions from any of those three service departments except to drop it off and wait it out. I contacted Dodge directly and while the rep was very nice, they were not able to do much for me at that time. The best recommendation was to get it done somewhere else and submit the repair for potential reimbursement.

At this time time I was frustrated knowing I wasn't able to get the car repaired for four weeks, I had to rent a car and hope that I could get some type of reimbursement back. I already had several hours wrapped up in this processed and had no silver lining that could be seen.....

Not sure what to do now so I thought about calling dealers outside of Toledo and heard similar stories, except from Greg at Terry Henricks. When Greg and I first talked he was able to get me in the next week! It was a week out and not sure if they could get it in earlier. I was shocked! He even told me what he thought might be the issue and if they had the parts, he would try to get it the shop earlier that week. I was THRILLED! I booked the appointment and on to the next challenge. Renting a car and then getting the Durango to Archbold. Of course, Dodge roadside assistance couldn’t help, they could take me to the local dealers that were booked out for several weeks. I found my own tow company and $350 dollars later the car was being taken to Greg at Terry Henricks on Monday morning. Greg and I spoke again on Saturday and Monday to confirm the appointment and arrival of the car!

On November 8th Greg called me to inform me they replaced an injector, Head Gasket, six Rocker arms and the cam shaft. The car would be ready that day for pick up! What!!! That is AMAZING! Greg knew we lived in Toledo so offered us a few different solutions to pick up the car as well. He even offered to submit the towing bill to Dodge to see if I could recoup the $350 tow. It wasn’t something that was his responsibility, but he wanted to help!

Overall, I spent more hours on the phone with Dodge repair centers Dodge customer service, calling for a tow truck and getting a rental car than it took Greg and Terry Henricks Dodge to get my Durango back to 100%!

Everyone says they “know what it’s like to take care of customers” but I’ve been in retail for 40 years! Greg did exactly what the other repair centers in Toledo didn’t, he listened and committed to trying to assist me the best they could and was realistic. He didn’t give use any special treatment, just realized our scenario and knew that he (Greg) represented Terry Henricks BRAND as well as DODGE BAND. It was his amazing assistance and honest engagement that will keep Dodge in our life!

Thanks...

Our experience started out okay, after the purchase of our 2023 Wagoneer L the tables turned and we were treated terribly. We weren’t informed that the car was wrecked until calling and asking after the purchase because our local dealer said they believed the car was in an accident. They said we should’ve looked at the car-fax ourselves but maybe they should’ve handed us that to look over instead of pulling a fast one. They gave us 2k back to fix the mirror lights that stay on but realistically they should’ve been fixed when the accident repairs were made considering that was the only reason those lights were on. At signing they informed us the car had 2 keys, once the car was ours the car only had 1 key. They did eventually make us a second key after throwing it in our faces several times that they were doing that for us. Tyson has terrible customer service, as he felt the need to say “this check will cash right, you know if it doesn’t that’s fraud”. This was about our 10k down payment check. We then proceeded to call him 15 minutes after leaving the dealership to tell him there was something wrong with the tires and the car was shaking horribly. He informed us that “he is not an open checkbook”. He said “you test drove it, you should’ve broken it in”. Mind you where they tell you to test drive the speed limit is 35 not 65 which was when the shaking begun. We then got it home 2 hours away and our local tire shop confirmed the tires were unsafe and no good. Terry Henricks later confirmed that once they inspected it themselves. The car was also sold with a bad power steering module which made the vehicle unsafe to drive. They had our vehicle in the shop for 5 weeks out of the 8 weeks we’ve owned it for that issue. They took the vehicle into service 3 weeks after we bought it but would have been sooner if it wouldn’t have taken them almost 2 weeks to schedule us. Megan called on 10/24 to say our car was finished and to schedule a time for drop off, we asked her what times would be best for her drivers and she got very snarky and said “I asked what time worked for you, not them”. Which the attitude was unnecessary especially when I was asking questions about my own repairs and the car I own. Mind you the car still has leaking boots, and I have to take that to my local dealer. They said those parts wouldn’t be into the end of the month so we informed them that if they weren’t in by the time our other repair was finished we would like to take it locally. But they had it 5 weeks and it is the end of the month so we thought they would’ve had it by now. Corey (who we were informed no longer works there) helped us after we refused to talk to Tyson anymore, he was great and easy to talk too. Also, very understanding of the frustration and our concerns. Carter(our salesman) did the best he could with the situation and we have no complaints there. Bryan (in service) also had amazing customer service when we informed him our loaner had an issue. Make sure you do a thorough inspection on the vehicle you are considering buying from here because once it’s yours they no longer want to help...

We had a bad experience with Terry Hendricks Chrysler Dodge Jeep Ram. We purchased a 2021 Chevy Colorado 4 wd Truck from them on May 28th. We inquired several times before driving 7 hours to purchase truck if it was still under the full new vehicle warranty coverage. They told my husband that it was covered up to 36,000 miles as it only had 32,000 miles. So we made the trip from Tennessee. I noticed the back up camera was super foggy. I pointed it out to our salesman, Parker Von Deylen, and he told us not to worry about it because it was still covered under the 36,000 mile warranty so we were ok with it. When we sat down to sign documents with the manager, I asked again, to make sure that truck was still covered under 36,000 mile warranty. The manager assured us that truck was fully covered. I asked how much their extended warranties were as we would want to get one before present one expired. He came up with one for $4,000. I said, I’d shop around some more since we had 4,000 more miles left to go. He said yes you have plenty of time… We drove truck back to Tennessee. The truck seemed to work great. We were very happy. Then 2 days later the air conditioner quit working. At least we were still covered under warranty we thought! We took it to the Local Chevy dealer shop. They pointed out to us that we were no longer covered under 36,000 mile warranty! It had expired December 2023! If we had known it was expired, we would have purchased the $4,000 extended warranty they offered! I called and texted Parker, salesman, and he said he thought it was covered. I asked what they could do to make it right. He said he would let management know as he personally couldn’t do anything. He said they would call me. The next day I call office number and spoke to receptionist and asked to speak to the Manager. He wasn’t in but she would have him call me… I called the next day….same thing. I called the next day…same thing but she let me talk to Tyson. He told me that both of us was tired from long drive and misunderstood what we were told. He said that manager disclosed the warranty information properly and they always offer extended warranty (we asked for that information). He said we were in such a hurry that we misunderstood more. We walked our dog before we left and watched them leave and lock up. They were in a hurry. Now we have several thousand dollars in repairs that are...