Hanlees Chrysler Dodge Jeep Ram — Local services in Davis

My 21-year-old daughter and I had a very disappointing experience with this dealership yesterday (Sunday). We called ahead of time to verify that a used car advertised on their website was available because we wanted to drive over to see it. We told them that we were just under an hour away, but would drive over as soon as they verified it was on the lot and available. We were told that they needed to verify that it was and would call us back. After 20 minutes with no call, we called and spoke to a different person who said they were trying to locate the keys and would call us back. Ten minutes later we were called and told that the car was being detailed and they wanted to make sure it had enough gas for us to take a test drive. I told them that we would be there in about an hour.

When we arrived, we were met with a, “Hi, girls!” by the gentleman at the front desk. (Gross, condescending, and unprofessional…if you don’t understand why, ask your wife or daughter.) I didn’t catch his name, but I think he may have actually been the manager on duty. We then had to wait another ten minutes for the car to be brought around. The car had been washed, but definitely not detailed. (Honestly, that wasn’t an issue, just don’t tell me it was in detailing, when later you tell me that it is relatively new to the lot and will be detailed on Wednesday or Thursday when that staff is on site.) The car’s low fuel light was on, and the salesman told us he thought there would be enough for a test drive. So far, they had not instilled much confidence in their dealership since they knew we were coming and had an hour to prep the car.

The test drive was fine and we liked the two salesmen that we interacted with (Alex and Randy). They were professional and courteous.

We discussed putting down a refundable deposit to hold the car so that no one could purchase it from under us before it was ready on Thursday. (Again this is on Sunday.) We agreed.

They asked if we wanted to go ahead and work through a contract that again would be dependent on the car passing their full inspection and getting detailed and hopefully removing some of the cosmetic issues. We agreed.

This is where it really took a turn for us…

I understand that the advertised price does not include taxes and fees. However, on top of that, there were over $5300 in added costs. In looking at the contract they had thrown in two items that had never been discussed with us, nor had we asked for them. The first was a $4000 extended warranty that we declined. The second was a $1300 fee for a paint protection plan that they said is “standard” and cannot be removed. I called BS on that because if it’s standard, it would already be included in the listed price. When I expressed my displeasure, the response from the finance director was something along the lines of, “Well, ever since Covid every dealer has added on fees”. Nope. Not buying that.

We tried negotiating on a price. I told them I would not be paying for a paint protection plan that I had not asked for. After going back and forth with the manager, they came down slightly in price, but refused to remove the entire fee and package.

When we expressed our displeasure in how the car wasn’t ready and gassed up when we arrived, we were told, “We sold seven cars today.” Uh, ok. That’s completely irrelevant, and it could have been eight cars that you sold had you not tried to insult our intelligence.

It’s now Monday, and before I posted this review, I called and asked to speak to the manager (Patrick). I explained that I was about to post a negative review, but decided that I wanted to speak to him first. I asked if he was interested in feedback as to why they lost a sale last night. He said that he was. I told him basically everything I have written here, and he said he would look into it and call me back within 30 minutes. He did not call back.

The outright lies and lack of customer service will keep us from...

3 experiences with Swift Kia:

1. Four/Five star Sales service: Trying to buy a car: saw a car on their lot I really wanted, worked with the internet sales department to purchase the car. Unfortunately it didn't happen at that time, I had to hold off a month to buy the car, in the meantime the car was purchased, when I was ready again I contacted the department. The department worked very hard, and was very responsive to getting me the car I wanted. Although I did not end up getting my car through Swift had I not found 1 other dealership that undercut them by just enough, I would have been glad to buy from Swift. Their prices were fantastic, the sales services was great, friendly and did not pressure me.

2. One star service: Getting my car serviced: Since Swift is the closest dealership to my office it is mighty convenient (15-20 minute walk). I have a long commute so my car needs regular service. I'm sad to say, in general the service department is awful. Not kidding: Almost a serious/very frustrating issue every time. Here are a number of issues: *I do wonder if these are largely exclusive to KIA since they’re a relatively new KIA dealership -Wrong oil in car -Told me no issue with radio, when it produced an audible clicking noise, had been documented as a warranty issue, wouldn’t brainstorm ideas for fix. Another dealership helped me find a solution, 2 weeks later, Kia released an official update. I drove a car with a semi-faulty (obnoxious) radio for 8 months… -Shuttle service twice told would pick up ‘immediately’. 1 hr later no pick up-turns out they were in Sacramento-I found a different ride; 2nd time 20 minutes later no pick up-turns out the guy was lost, service writer didn’t provide proper address, I had to verbally give him directions. -Service writer improperly writes service tickets -Service writers don’t know squat about cars, attempt to explain and really screw up what was actually done, raising huge concerns/explains improperly written service tickets -Service writer clearly drunk/hungover upon arrival -Very high prices for synthetic oil -Shoddy research on warranty problems, I feel like they don’t contact Kia upon first visit for warranty problem, third visit they finally corrected the problem after I provided the Technical Service Bulletins identifying the problem -Multiple attempts to make changes to my car it doesn’t need (ie: new tires, new turbo) -Cashier is a dolt

3. Four stars for Management: While their Service Manager works very hard, is very nice and resolves problems above my expectations (hence 4 star); the frequency of problems I've encountered is terrible. Kia sends surveys post service and I always answer, Management always calls to apologize and I have received correction work for free, and a few discounts. But really I’d just like to not have all these issues.

Long and short won’t be going back again, unless I really have to. I will find another dealership to do my warranty work, and will go back to my old guys for...

I had to come into the dealership three separate times. First, I got lured in with a 'Bait and Switch' on a car, then got told that they installed an interior protectant that I had to pay for on top of the listed price. So, I asked if there was any room on the pricing, and was told no. So, I left because I did not have the cash for the additional cost. About a week later I saw the same car listed for a lower price and I texted my salesperson about getting the car but without the protective. The salesperson went to a manager and came back to say they were able to work that out. I got an ‘out the door price’ and headed down to the dealership to buy the car. When I got there, I noticed a defect with one of the tires and pointed it out. In the meantime, Jaxson came out from the back ‘concerned’ that buying a used car could have issues and there is no warranty unless I buy one, I informed him California has a 15year 150,000-mile warranty on all PHEV. Jaxson did not like that I was so well informed and became enraged, calling me a name I cannot say here before he left. He was followed by Justin, who came to talk to me about the tire, then spoke to me like I was beneath him, and I was an idiot that knew nothing about cars. Telling me there might be a suspension issue, a rim issue, and a bunch of other things. I would not have been surprised if he tried to blame it on the flux capacitor. Overall, they informed me the tire needed to be swapped before they would sell me the car. I agreed to the repairs and asked them to call me when it was ready, and I would come to sign the papers. I heard nothing on the first day and on the second day I texted my salesperson again. At this point I was told it was not ready. I decided on the third day I would go past the dealership and see if the car had been fixed. Guess what, the car had a new tire on it and apparently had been just sitting there for a couple of days (or so I was told by a mechanic). But now Tom wanted to change the agreement back to earlier terms and have me pay for that interior protectant; I did not want. I decided at this point to check if that is even legal, and it’s not. ‘Bait and Switch’ or forcing someone to pay for an ‘Add-on’ that is not included in the posted price is a direct violation of FTC rules. The dealership is trying to hide behind a disclaimer on their website about “We have taken reasonable efforts to ensure display of accurate data; however, the information shown may contain errors and omissions, may not reflect all vehicle items and accessories from the manufacturer or dealership, and errors with regard to pricing may occur.” But when a managerial representative of the company agrees an out the door price. The next person cannot change the agreement a few days later and when I tried to talk to Tom, the General Sales Manager, he was nowhere to be found. I have yet to hear from Tom or anybody else...