Duluth Dodge Inc — Local services in Hermantown

Every time I call and get Megan, who I believe is the service manager for some baffling reason, I know that it’s gonna be a terrible experience. Her customer service skills seriously need to be improved. I’m not sure why she is in this role when she does not know anything about cars and nothing about the process. And it is set up so that when you call the service department, you automatically get her every time. I’m at my wits end with her and literally want to pull my hair out. All she does is talk in circles without directly answering a question and repeat herself throughout the entire phone call. Here’s an example. Our car with 30,000 miles broke down and is still under warranty. We were told by one of the male service workers that The next appointment was available September 15 but we are more than welcome to drop off our car early (which it is not drivable so we might as well do that) and they have been slower than normal so they likely could get to the car Sooner rather than waiting until the scheduled appointment time. We drop off our vehicle about three weeks goes by with no update or phone call. I called today to just check in on the vehicle and see if any information has been found. Because keep in mind, even though the car is under warranty, we were told that we can only get a rental car for five days before the Carr is diagnosed. And we actually were not told this by Megan who left out this important, crucial information. Megan just told us that we could only get a rental car for five days, which was super confusing to us since we obviously would need a longer rental given the availability of the appointment mentioned. The vehicle warranty specialist at Stellantis elaborated on the key piece of information that this depends on the vehicle being diagnosed. So it would behoove Megan to fully explain to customers the situation rather than leaving them with more questions and answers. Anyways, we are only allowed a rental vehicle for five days before the diagnosis of the vehicle yet they cannot get in the vehicle for four weeks. So somehow this is now the customers issue. Megan also told us that they didn’t have any rental cars anyways, so it doesn’t even matter because they don’t have anything to give us. So our new vehicle will sit there for a month and we will be out of a vehicle for a month+ and apparently nothing can be done about that. When I called to check in today to see if the vehicle had been diagnosed or if anyone has had a chance to look at it, Megan keeps talking in circles and responding with well, We could look at it sooner but otherwise we look at it at the time of your appointment. As the customer, I don’t really understand why we were told to bring it there early and that they were slower than normal and that someone would be able to look at it sooner just to call and have Megan talk in circles around me. I understand that they could do a lot of things so that’s not really a helpful response. If she told me that they did not have a chance to look at the vehicle and they don’t think that they’re gonna look at it before the scheduled appointment, that would be more helpful and transparent than saying we could look at it sooner or we could wait until you’re scheduled appointment because I’m not sure how that’s helpful and it never seems like I’m on the same page when I’m talking to her. This is like my 12th interaction with her and I seriously cannot take another one. It’s very disappointing that she is in a position where customers have to talk to her yet. She doesn’t seem to have any knowledge or customer service skills to Simply answer a question with a...

The professionalism at this dealership is terrible. I went there today to lease a new 2020 Jeep Grand Cherokee, we had one pre-picked out from the weekend before, and they had absolutely no interest in leasing me a Jeep. I have more than a few issues in regards to this place.

They sold the Jeep we picked out and didn't notify us that it was gone, nor did they come up with a different option.

I called and told them that this was the Jeep that we wanted before it was sold, and I understand that if someone else get's to it first then it's gone, and that's fine; but if someone literally comes to you and says "Hey, we're coming to buy a vehicle from you on Saturday." and you know that vehicle is gone, don't you think you should try and keep that persons business?

The sales person we had didn't care about leasing a Jeep to us. They were more concerned about trying to sell a truck they had sitting on the show floor. I didn't come in asking for a truck. This shows that they didn't care about me or my family's needs.

They also pushed us away from leasing in the first place. We notified them when we made the appointment that we wanted to lease. We showed up and we get told "Sorry, we didn't even run the numbers for a lease but we did run the numbers for financing."

This shows that they didn't listen to me when I made the appointment in the first place. Also the sales person openly complained about leasing the last 4 vehicles they sold. Probably because that means their commission was less and would explain why they were trying to push us towards financing so badly.

They continued to talk us out of leasing the vehicle by telling us over and over again about how expensive is was going to be. This is super disrespectful to the customer. You're basically telling them that they can't afford the vehicle they're looking at. You never tell the customer they can't afford something during the sales process. You help them find another solution for their needs. But the sales person didn't take the time to find out what we needed in the first place. They spent their time showing us vacation photos, telling us we couldn't afford it, and trying to finance a truck to us that we made no mention of interest towards. Completely wasting my time and yours.

The sales person also directly told me "I don't want to waste my time running around the lot trying to find you a vehicle." Are you serious? It's literally your job to help us buy a vehicle. It blows my mind that we come into a dealership, literally ready to walk out with a vehicle that day, and you make no effort to sell us anything that we want?

When we arrived to the dealership, the sales staff seemed less than enthused that we came in looking to buy a vehicle. Almost as we were inconveniencing them on their Saturday at work.

In the end, they didn't sell us the Jeep Grand Cherokee, but that's okay. Do you want to know why? Because we picked up the phone, called one other place and they were more than happy to lease us a brand new 2020 Jeep Grand Cherokee Limited for $160 a month less than what Duluth Dodge wanted and it was another trim level up from what they priced us on. So we got exactly what we wanted and more, for a lot less.

We will never bring our business to this place ever again. Too concerned with making their bonuses and commission. They won't even take the time to try and sell you what you want.

TL;DR -Poor professionalism -They don't want your business -They're more concerned about making money off of you. -They don't care what you want. -They don't...

I had an issue with my Jeep. Service department had no interest in listening, sold me the wrong part that did not fix my problem and had no desire to make it right. When I initially went in to make the appointment I was handed off to three or more people. I attempted to tell each of them what I was after, they had little interest in listening. One gentleman was at least nice and helpful, but directed me to the wrong part. I ended up spending on something that did nothing for me. Even more telling, I had Siri call the service department when i realized the problem had not been fixed and she called the wrong dealer. The service department for the other store was very apologetic and immediately offered to make it right in a very fair way. The other store also knew exactly what was wrong as soon as I described what happened, what I had purchased, and the problem had not been fixed. When I realized I had called the wrong store, I obviously called this dealer with expectations that they would also realize the mistake and also make it right in a fair way. Instead, this service department still didn't have a clue they had sold me the wrong part, what was wrong and wanted me to come in to have it tested for wiring issues. When I suggested the solution the other store had offered, they realized what the problem was and then they acted like it was clearly my fault for buying the wrong part. I offered the fair solution the other store had offered for making it right, they saw it as entirely my fault. Overall, very condescending and not attentive customer service. Will not go back here. Even if I have to drive hours to get my Jeep serviced by a dealer. Will not recommend to anyone. Very dissatisfied with the entire experience. And if I hadn't mistakenly called the other store, I would not yet know what had happened and would instead have another appointment set for them to figure out what is going on and charge me for more services that I...