Shults Chrysler Dodge Jeep Ram — Local services in Conewango Township

First time customer. We won't go back there. Here's why:

We ordered a Jeep Wrangler on July 8 from Ed Shults of Warren because we could find no vehicles within 150 miles that met our wishes for color and options.

The sales staff was fine to work with. Kyle was the sales person and Cory (the Sales Manager?) took over when the negotiations began. We were happy with the price. We were advised that delivery would be in 4 - 6 weeks. They have a nice facility and the service waiting areas are clean and well-appointed.

After placing our order we were getting regular weekly status calls from Kyle. After 2 weeks, the calls quit coming. We called (leaving voice messages) and emailed Kyle several times, but received no answer. A week or so later, we decided to call the dealership, hoping to have him answer his direct line, or have him paged, so we could get a current order status. We were informed that he had resigned 2 weeks prior. No one had bothered to check his messages. We found out we were assigned to Troy. Troy took over his accounts and was very communicative at first.

At this point (the end of July) our ordered Jeep was finished, had an "OK to Ship" status, and was sitting on a finished goods lot in Toledo. After another week or two we were informed by Troy that the vehicle had shipped and would be in that day or the next. Turns out it had not shipped, but we were assured shipping was imminent. We phoned Troy every couple of days to find out if the status had changed, but after a few calls and some BS stories (like, no trucks were coming through Western PA so they are waiting for a truck to come this way, even though the St. Marys dealership gets Jeep deliveries every week) he quit returning our calls. This is the reason for 3 stars. We were not upset that the car status was not changing. That was beyond everyone's control. But the salesman's refusal to return our calls made us feel disrespected, and we started to wonder if something was wrong - like the order got fouled up, or the vehicle was damaged, or they sold it to someone else....we just couldn't find out. We were not pushy or aggressive. Just return the call and let us know if the ship status had changed.

We finally called Jeep Customer Care directly, asked about the delay, and the vehicle shipped within two days. Ordered July 8, in the ready-to-ship lot on July 31, delivered to us on August 31. (8 weeks)

And during delivery, they made a big deal of the fact that they offered one year of free maintenance. Yet, when Jeep Customer Care followed up with us (an after sale procedure, not related to the shipping delay), they informed me that FCA Jeep provided TWO years of free maintenance. They asked if the dealer had informed us of that and I told them no, just one year.

In the grand scheme of things, is this a trivial problem? Maybe. Are they busy people? Surely. However there is no reason why a phone call can't be returned in the next 6 business days. We won't be back to this dealer, because they made us feel unimportant and...

Just leased my second brand new Ram from them in three years. A new edition 2019 Big Horn Crew Cab. A beautiful truck. First purchase was like perfect. Second purchase was like "why in the world would I put up with such grief just to remain loyal to somebody that treated me right once before?" After three maybe four weeks of haggling over the details I finally purchased another truck. $50k! I picked it up around 7:30 in the dark. I couldn't really see anything wrong with the truck, but I wasn't really looking as it was cold outside. Driving home I noticed places on the windshield that stickers were removed and the glass was never cleaned, and the back window was completely smeared with something of which I never did figure out what it was. The next day driving to work is when I got a real surprise of the condition of my new truck. Actual globs of dried mud on the inner door panel, on the dash, on the carpet and even inside my center console! I come to realize after getting to work that the truck had never even been detailed! There was plastic still on the visors, the back seat head rests, the paint had stuff smeared on it (although I couldn't find any chips in the paint like my first truck!) the wheels had a smeared film on them, also had stickers on them and paint on the tires, and there was what must have been inspection paint marks (?) all over the insides of the doors, etc, etc. Took me 1/2 an hour, to 45 minutes just to clean the back window with what ever was smeared on it and I had to do it in freezing weather. They offered me to bring it back up and they would do it right. They are 45 miles away, I wasn't interested in losing a whole day so I wasn't doing that. So then they offered to pay me to have it detailed in my area. After searching for a couple weeks I never found somebody in my area that would detail it, so Shults' offered me $100 cash and I said send it. 2 weeks later. No check! I really don't care if they send it now or not, because regardless if they do or don't, I will never drive onto their lot again. When I re-think about the whole buying experience of buying my truck from Ed Shults, I can only think that I myself must have rocks in my head! I only blame myself for such grief!! I wasn't going to post anything negative, but if you go to Ed Shults Ram, Dodge, Subaru in Warren and start feeling like you are getting a run around, you owe it to yourself to move on to another dealer! I tell you, I work in customer service, and I would give Ed Shults a C rating at very best, and more like a D on my over-all truck buying experience. Something else to look for non related to Ed Shults. My backseat has so much road noise I continuously look for where the noise is coming in! Need somebody else to drive it so I can get back...

I purchased a vehicle, in the four months I have had it , it has been in the shop twice, both the sales and service department have tried charging us for things that we were told would be covered. They are unable to detail a vehicle, we had them do it twice and you could tell they barely even vacuumed it. The sales person told us they would fix the remote start, detail it, and get us floormats, we had to call at least 4 times to get them to come through with what we were promised before signing. Then, 3 months after getting the vehicle we had an issue of it not wanting to pump gas so we took it in, they diagnosed it said it would be a couple days till they got the okay but it was safe to drive so after driving it for 15 minutes the vehicle stalled and more lights came on and we were stranded in the middle of an intersection in freezing temperatures, it went back into the shop and we were in a loaner. Then a week later they called and told us it would be partially covered under the warranty and it would cost 324 plus the 100 deductible, granted we haven't even had this vehicle long enough for it to need an oil change and was told it was safe to drive, we have extended warranties that we paid for and now we don't know if we even trust them to deal with anything we need again. The staff in the service department were very nice, but we just feel like we made a huge mistake purchasing from ed shults. We hope we don't have this experience next time we need something done or we will never go back to them for anything, we hate to think we threw away thousands of dollars on warranties just to get ripped off by incompetence. Here's to hoping that we have no more issues and we didn't give 22,000 to a business that doesn't value...