Frisco Chrysler Dodge Jeep Ram — Local services in Frisco

To begin this woefully horrible experience, I called Frisco Jeep to make an appointment for an oil change & to address a recall I had received an email about. Seems simple enough, right? When I called to set up the appointment, it took a total of 4 times of calling to finally connect with the service dept to get the appointment schedule. By the 4th call, I told the woman on the line that I repeatedly was getting disconnected & asked if she could please get me scheduled, which she did. This was the first red flag. I still chose to proceed because my first experience, my service advisor, Jordan, was the most helpful & professional person & provided exceptional customer service that resulted in a very pleasant experience. Unfortunately, this time was vastly different with the service advisor that I was assigned, John Moen. He comes up to greet me when I pull up, I let him know I have an appointment for an oil change but also asked him if he can have the techs look at my visors because they were broken. I go on with my day waiting for an update. I received a call from him around 11am & he informed me of a leak on my timing cover that would be covered under warranty. He tells me that I can pick up my jeep to drive over the weekend & I can drop it back off Monday AM for them to fix the leak. Keep in mind, the first time I came here, Jordan was updating me throughout the whole process, sending me videos of issues that they were coming across & being transparent about the price of thing (including deductibles) John was the exact opposite! On our phone call at 11am I asked if he could try to get me a time frame of when my jeep would be ready so I could find alternative transportation or get my shift at my second job covered if needed. I live in Melissa and this job is in The Colony. I made it clear that I needed to know before 2:00. It is crickets from him until about 3:30pm when he calls to say "your jeep is ready, & I am sure you will have plenty of time to get to work still" uhhhhh?.. He also did not explain to me how bad the leak was. I was under the impression that it was safe to drive. When I arrive to pick up my Jeep, John is with a different customer, so Brian assisted. I explained to him that something came up this weekend & I needed to drive to Lubbock. Brian asked if I had seen the video of the leak & when I told him no, he almost seemed shocked. Brian shows me the video & explained to me how bad the leak was & that I risk ruining my engine if I take it to Lubbock. He also told me that I shouldn't even drive it 10 miles here and back and he wouldn't let his sister or mother drive it if this was their vehicle. John walks back in the office & Brian looks at him and says, "she is trying to go to Lubbock this weekend" & John's response was "Just top it off with oil before she leaves"..... That is actually insane to me, & Brian still was advising me not to drive it at all & ultimately, he is the one who convinced me to keep it at the dealership over the weekend. Brian also called my warranty to see if they would cover a rental for me & got that figured out while John just sat there. Now we have arrived at Monday, I reached out to John about the status of my vehicle and if it is still looking to be ready today (I understand things happen and I wanted to find transportation if needed) I also asked him about the shuttle that they provide. He finally responds that it should be ready. When he finally texted me that it was ready, he told me my total was $401.76. I understand that there is a deductible for the warranty but where was this ever communicated to me before proceeding with work? When I asked John about the deductible & why it wasn't communicated with me, he told me that the dealership I bought my car from should have told me. I am beyond disappointed with this whole experience will not be coming back. I also hope it is kept in mind when John is helping any future customers as I would hate for anyone else to fall victim to his lack of...

I came to this dealership with 2 trade-ins to see what they could do for me. I was in the market for a new Ram and they have plenty. What I did not know is the amount of lies and deceit they would project in order to fraudulently steal my money. I have filed complaints with the local police, as well as some other agencies I was told are over the auto market. I also have an investigaor currently working on it and am seeking proper counsel. Here's what happened.

I brought in my Audi S7 see what I could get for that and my S5 towards a new truck. I was told to find the truck first, talk numbers next, so I complied. Once we found the truck, we went inside where I was passed off to the finance con-team. They back-and-forthed so many numbers and contracts and warranty options and things kept changing so drastically that I attempted to cancel the deal. Keep in mind, I have purchased new vehicles every 2 or 3 years for the last 20 years so I am not new to this process.

As I attempted to leave, I was shouted to by the "manager" who said he would love to try to earn my business. I told him it was simple, I needed X amount for my trades and to agree on vehicle price. It was a simple ask, never answered. I agreed to give him a chance to make it right and he laid out some new numbers. We agreed and shook hands. He sent me back to finance. Once again, the finance cons were back in action. They produced another contract for me to sign only this time it was on a tablet. I began to look it over and was interrupted by conversation from the finance person, small talk. I engaged in chat, while continuing to read. He made some comments like "it's the same thing as the last couple, only the numbers have changed to your liking" and things to get me to 'hurry-up'. But what I didnt expect was him putting a new warranty for $10k on the total. And he thought I wouldn't catch it. He seemed used to skirting this right by people.

I again waa frustrated, called the manager back over, this time very frustrated, and told him what was going on. He acted ashamed of and disciplined this finance kid right in front of me. Then he stayed until is was corrected and showed me on the computer screen where it was FINALLY correct. He handed me a signature pad to sign on. After all this drama, I told him I definitely need a copy of that contract. He handed me a USB drive and said everything is on there.

Less than a month goes by and my account info comes in the mail. This is when my heart sinks. They have done it again. Not only did they change the terms, but my payment was much higher than what they told me on signing. I called the bank to verify the accuracy. Yep! They are thieves! I immediately rushed home, pulled out the USB they gave me and went to look. And the ultimate cherry on top, the USB drive was completely blank.

I went straight to the dealership, asked for the GM. Was told by the hefty guy sitting at the front that he was the GM. I explained everything that I had been though. I was very frustrated. He said there was a contract and nothing he could do about it. I assured him there was no contract of mine that was signed to these terms. He then threatened to call the police, to which i was a step ahead.

They do not care, they are there for money - like all of us when we go to work. Only they have no problem breaking the law, lying, stealing, etc to get it. Stay away from these crooks. There is nothing there but fake grins and heavy sins. I will update this post when my suit is complete. Also, this is the 5th time I have made this post because they keep having them taken down. I will keep putting it back to save people from...

After my vehicle had been in and out of the shop for over two months, I finally picked it up on Monday. My car had been at the RAM dealership since July 22nd. On Friday, August 16th, Derrick J. was working with the service department to send a video to the warranty company to get approval for a fuel tank replacement. He mentioned that once the fuel tank was replaced, they could flush out the bad gas causing the engine misfire.

During this time, I inquired about replacing the oil cooler, which I was informed needed to be replaced but wasn’t covered by the warranty. I wanted to move forward with that out of pocket while waiting for the fuel tank replacement approval. Derrick mentioned that the oil cooler would cost $571.84 and said I would pay him directly because they were doing it "off the books" at that price.

My truck sat for an entire week. On Friday, August 23rd, around 3 PM, Derrick informed me that the fuel tank was being installed. By 5:30 PM, he mentioned that the tech would install the oil cooler on Monday morning, and I would be able to pick up the truck Monday afternoon or evening.

On Monday, August 26th, Derrick contacted me to say that everything was done, including the fuel tank, starter, and resolving the misfire—except for the oil cooler. He claimed it wasn’t done because they were waiting on me. I was confused by this, especially after two weeks had passed. Derrick then explained that the oil cooler wasn’t completed because they wouldn’t allow his guy to get the parts without money upfront. This was a huge communication failure. The oil cooler could have been done earlier, and he could have communicated the need for payment when I confirmed the total weeks ago.

Typically, repairs are paid for once the work is completed, whether at a shop or by a mobile mechanic. Since all the other repairs were done, and the main issue with the engine misfire was supposedly fixed, Derrick told me I could pick up my truck. When I arrived that Monday, I noticed my license plate was missing, but Derrick reassured me everything was fixed and safe to drive. I took the keys and returned later that night to pick it up.

I drove for about 11 minutes, and after idling for 5 minutes while looking for parking, the engine light came on, now flashing and the truck began lightly shaking again. I immediately texted Derrick. He asked a few questions, and I informed him that the engine light wasn’t flashing. His response was that they hadn’t completely flushed out the bad gas from the lines, which could also explain why it was smoking out of the tailpipe. He then questioned how far I had driven and mentioned that his guy had put miles on the truck, implying that it should have been fine.

The service team should have ensured all the gas was flushed out before telling me the truck was ready. How am I supposed to know if the gas is fully flushed out? Derrick got defensive and didn’t reach out the next day to see how he could make things right. This is unacceptable, and driving the truck in that condition could have caused further damage. The car had no coolant and no oil in the vehicle prior to me leaving the lot.

Update 8/29/24 I still have not heard from Derrick Johnson the service advisor or anyone from the dealership to address my concerns. Today the vehicle would not start, and the engine light...