SouthWest Chrysler Dodge Jeep RAM — Local services in Cleburne

10/10 recommend the service team here.

Traded in my 21 Cherokee Latitude Plus for a 18 Grand Cherokee Laredo. Communication started to slack after i signed paperwork (on Wednesday June 15). Lesson learned don't sign paperwork till you get the vehicle more inspected/anything fixed that needs to be fixed. I texted Taylor who i used in sales to get a follow up on Thursday June 16 to see when the detail and seat cushion repair would be completed since I live about 40 mins from the dealership. I chose to use this dealership based on previous positive google reviews. Thursday at end of day Taylor did share with me she was busy and forgot to send it through detail. Friday June 17th the suv was put through detail and the ozone treatment was completed. The other flaw was that the screen system where apple car play is at needed to be replaced. When I picked up the vehicle on Saturday June 18th Chris mentioned to me that they would replace it for me and get it fixed and to call back Monday to schedule an appointment with service. If i would've known i needed to make an appointment for the screen repair I would've wanted to get everything done before driving out to pick up the vehicle on Saturday. On Monday June 20th I call Used Car sales and asked for Chris to call me back; they said he was with a customer which is understood but I never received a call back. Tuesday June 21 morning I call service directly since i didn't get a follow up from Chris regarding my situation of having to drive back and forth as well as the communication issues of timing of things. Made an appointment for 8am on Wednesday June 22. I show up this morning (6/22) and service says they need to confirm that used cars promised me this replacement screen. I wait about 45 mins for them to confirm that the part had already been delivered and ordered previously when the grand cherokee was first traded in and went through their inspection. The service team fixes and replaces my screen after another 35 mins of waiting which is not a bad wait at all at a dealership. I thanked Barb for her time as well as Yancy for taking care of me promptly. Taylor reached out to me this morning advising me that she had a rental for me but I advised her that service had already fixed the screen. Not sure why she wasn't informed when I found out about the parts already being at the dealership ready to install in my vehicle because I didn't need a rental at this point. After leaving I take my grand cherokee to get the tires inspected; two front ones are at a 4 and both rear tires are at a 3. Talked with Andrea today 6/22 (not sure how to spell her name) and she had a difference of opinion that all vehicles go through inspection and they wouldn’t sell a vehicle with that poor of tread on them. She suggested that maybe I was being told wrong information to try to get a sale on four new tires but I assured her that I used a local business that I trust. My fault I should've had them inspected before signing paperwork. Lesson learned for sure. Now I'll be out some money replacing...

It absolutely pains me to revisit and revise my initial rating of this dealership, but I have to in keeping with good conscience when it comes to the buyer.

First, I’ll state that the service department has always been top notch, and they’ve always and continue to do a great job by me. They are straightforward and offer amazing customer service every time. They are not the reason for my review, and anyone needing service shouldn’t use my 1-star review as a guide.

This dealership has had upwards of 20 used car sale managers in two years, and they still haven’t cracked the code when it comes to customer service, trade-in values, financing, communication, transparency, or respect for their customers’ time.

I was greeted by a salesperson who was friendly and professional. I went on a test drive with him and knew immediately that I wanted to do business with him. That lasted for about ten minutes until his sales manager entered the room and told me that he was only willing to offer me a downright lowball number for my trade-in, and then he tried every sleazy trick in the book by telling me my truck needed tires, and “those tires aren’t cheap.” Of course, there’s nothing mechanically wrong with the trade-in, and I know the dealer value of the items they’d need to address, but I was nevertheless treated like a child by the sales manager and told there wasn’t much they could do about the value of my trade.

Fed up, I asked them to kindly give me back my keys so I could leave. When I neared my vehicle to leave, the value of my trade-in magically jumped up by about $3,500, and the sales manager really wanted to get me into the truck I came to test drive. I told him that the numbers just didn’t work out for me and that it wouldn’t be financially responsible for me to take the deal they were offering.

Then, as I’m driving down the road, I get another call from the salesperson who, as I said, was truly a straight shooter from the jump, and another financial opportunity to get into the vehicle had come through. But the payments were astronomical and still not reasonable for me.

Case and point — I’m going to make a transaction, and every point of it feels like it’s a game to the sales manager wherein they want to make ALL the money on their terms and do nothing for the customer. Anyone who knows anything about car sales knows it doesn’t have to and shouldn’t be that way. Southwest is going to add another used car sales manager to its list of fallen soldiers, and this one deserves it.

Sincerely,

Someone who grew up in this industry and...

I purchased a brand-new vehicle from this place back in June of 2019. I was super excited, and David was my salesperson. He was genuinely nice and friendly during the sale when I purchased my vehicle. I drove off the lot one incredibly happy person! No problems here.

A month later I started having problems with my vehicle and took it back to this dealership for repairs and to figure out what is going on. My vehicle spent a few days here, they replaced some parts and updated the recalls and I was able to go pick it up. Not even a few days later my vehicle was still acting up, so back to the dealership we go. Long story short my vehicle has been back to this dealership AT LEAST once a month for the same issues (and its 2020 now). I have a file folder that has several documents from when this vehicle has been to the dealership for THE SAME ISSUES!! Dan who is the service manager likes to say, "Well I have been here longer than..." and yet with all his experience neither him nor the mechanics can seem to get the vehicles issues to replicate. (or so they say). So, they guess at the issue and replace a part and hope it works. The general manager Mike Brown will not help with this vehicle at all despite what he says or "promises" and good luck getting a hold of him. I don't think I asked too much when I said please fix it or replace it. Dan talked about having a Chrysler inspector come out and look at my vehicle. Come to find out he never was called, I called Chrysler directly and had to request an Inspector. To this day, the dealership will not call me back, so I have been forced to take it elsewhere EVEN THOUGH I bought it there. The whole time that I have brought my vehicle to SouthWest, I never once raised my voice, nor lost my temper, giving them a fair chance to fix my vehicle correctly! I have expressed my concern for my vehicle and even stated that "I don't want it back until it works properly, because I am tired of driving a good distance out of my way to come back and forth." This dealership should have done the right thing and replaced the vehicle, in the beginning way before it escalated to me hiring attorneys. Took my vehicle to another Dodge/Chrysler dealership and on the first visit they were able to get the vehicle to replicate its issues and fix the broken parts that I am incredibly surprised SouthWest did not replace. Needless to say, SouthWest in Cleburne has earned their negative review and I do not recommend this dealership nor its...