Liberty Chrysler Dodge Jeep Ram — Local services in Libertyville

Racism!!!

To customers who want car repairs and ALL STATE customers I had some damage to my car and was referred to this Liberty Auto collision center for insurance coverage. After 4-5 days, they said the my car repairs were completed, so I went to pick up the car on Saturday morning. Before picking up the car, I asked the person in charge if they had calibrated the bumper after replacing it, and I was told that they did not because it was not necessary.

I paid the money at Cashier and received the keys, but I had no idea where my car was, so I walked around for a while and found my car. Normally, when car repairs are completed, the car is brought to the customer or an employee escort the customer to the location where the car is located, but it is surprising that nothing was done here. What was even more absurd was that they told me that they have to go to a Toyota dealer next week to get it fixed without even a single apology to me. Very cold conversation… Everyone makes mistakes, but looking at the employees here who don't even know how to apologize for mistake and inconveniencing customers, it seems reasonable to assume that their repair skills are also poor. I requested a service manager, but the response was that they do not work on Saturdays. When I asked if there was an assist manager, the response was that there was no such position, Wow…..

After I found my car, I was noticed a red light on the dash board with a symbol in the shape of a car crashing, and immediately showed it to the service staff. . After repairing a customer's car, someone may be driving out of the shop but not seeing the warning light on the dashboard? I don't know much about cars, but I don't know if the sensor was touched during the process of replacing the front bumper, or if it was a normal situation that occurs when replacing the front bumper. The fact that the technicians there were not aware of that fact is a testament to their poor technical skills.

On Monday morning, I received a call telling me that my car had been calibrated and that I wanted to pick it up, so I went back to the dealer and complained to General Manager Jeff. It's natural to keep making excuses, but when I opened my car door, the orange device was still on the plug. OMG! It's not surprising that the mechanic tuned or programmed it and left the devise as is. It has been proven once again that this dealer has absolutely no sincerity in doing his job.

I asked the manager if he treats other customers the same way they treats me, and Jeff said that they usually brings car or take escort to customer car. Then, I asked how they would explain what they did not to me and only reason I can think of is that I was being racially discriminated against because I am Asian.

I got the impression that it was full of ignorant employees who had not been trained to say that it is okay to say “Sorry” or “Thank you” no matter how many times it is said and to smoothen the conversation between each other. If you want to take your car to a place like this, do it. It's disappointing that All State also signed a contract with a place like this to take care of their customers' car repairs.

Jeff has apologized to me several times, and he probably had no choice but to apologize, but I don't think the ignorance, arrogant attitude, and racism of the employees will change. It would have been better if he had apologized to me on Saturday when the problem occurred. It's disappointing that All State Insurance has a contract with an ignorant dealer who doesn't even know that the sensor needs to be calibrated after bumper replacement.

You can go this place of you are white… But, don’t go if...

I purchased a Ram 1500 from Liberty Auto City back on September 12th of this year. My wife and I put our 7 month in daycare so she could keep me company and we traveled from Appleton, WI to purchase this truck because they had the exact truck I was looking for. I was trading in my 2014 Ram mainly because it had the wrong rear end for the towing I do. I worked the deal out with Ben Jacobs over the phone and my request was to have my BF Goodrich tires swapped onto the new truck and my old truck would get the new tires from the vehicle I was purchasing.

When I got to Liberty Auto City I was greeted by Frank (I can't remember his last name). Frank was made aware of what needed to happen with the tire swap by Ben Jacobs and that I was coming from Wisconsin trading in my truck. My wife and I sat at this dealership for over 5 hours waiting for this process to be completed. We waited patiently for our turn to meet with Mark Gottlieb to complete the paperwork and get on our way. I had reminded Frank on at least 3 occassions that we should at least get the tire swap started because then it would be completed or close to be completed by the time the paperwork would be filled out.

My truck never moved into service. When it was our turn to meet with Mark and sign the paperwork I said to Mark we needed to get the tires swapped and again nothing happened... NOTHING! When we were close to finishing the deal Mark needed the plate number off my old truck so the paperwork could be done to transfer the plates. When I went out I found my truck in the same place it was when I got there. Needless to say after 4 hours of waiting I was not impressed at all. At that time I told him how displeased I was and I had been extremely patient with them up until that point. After all of the paperwork got completed Mark finally got them to start the process to get my tires swapped.

We get charged $20 for every 15 minutes we are late to pick our daughter up from daycare. We needed to be back by 5:30 pm to pick her up at the very latest. We didn't even come close. I had to make arrangements for my Mother to cancel her plans and to pick our daughter up. Needless to say this experience was grossly sub par. I have tried to recall a time that I have experience worse customer service but these guys take the cake. I don't think it's even close.

Frank actually called me (I believe the following Monday) in regards to my bad experience and how he was sorry about it. He said he would be sending me something in the mail for his apologies. I was shocked about it and told my wife and we were both happy that they at least acknowledged it. As expected though nothing showed up but it wasn't a shocker at this point.

I have been an entrepreneur in sales since my early 20's in 3 different industries so customer service I know well. I can honestly say if I owned this dealership I would be ashamed at the kind of service that my customers who spend their hard earned money receive. Absolutely 100% ashamed. I am unfortunately still not done dealing with this dealership as I am trying to cancel my gap insurance with Mark. It has been a week and he still hasn't emailed my the paperwork to cancel it to get my money back. I left him another message to call me back about this just before writing this review. My first phone call and message to him was never returned.

Sorry to the consumer for this long review but you guys need to know what you are getting into before going to...

I rated this location on Yelp as four stars, and felt compelled to review them here as well, but since you can't do half-star ratings, I guess I'll have to drop a three in here, when in fact I'd make them 3.5 stars.

Reason for the slight downgrade: I called for their parts department a few weeks ago to order a replacement part for an accessory for my Outback. The gentleman on the phone was very helpful and said he'd order the part and it would take a few days (4th of July weekend, etc.). A week went by and no call. I called back to inquire and had to leave a message....no response. I tried again a few days later and left another message....still no response.

Then I had to go in for an oil change anyway and I confronted the parts department and they were apologetic, and researched the order. They had it in....but it was the wrong part. Turns out the diagram they have in their computer system is incorrect...so you can't blame Liberty for that I guess.

The reason for the downgrade is that Liberty NEVER returns calls (at least to me)! I've called in the past for various questions or concerns and unless you get them live or face to face, they just don't respond. This applies to the service department as well.

Another point, they have an automated phone call reminder service to remind you of upcoming scheduled service visits...great! Right? Well, I get these calls AFTER I've already been in for the service. This has happened twice now in the last several months. No biggie, but makes me wonder why they haven't fixed this glitch yet. [I just tried calling them to let them know I won't be coming in for another visit a week later, and I couldn't get through to their service desk...I gave up.]

Overall, a good place to do business, but unless they improve their communication skills, I'll be more likely not to call them for anything other than warranty repairs. I'd still recommend them to a new car buyer, however.

Final thought: I know most car dealerships are like this in my experience. So you wonder, in today's economy of mostly service industry jobs, that companies don't recruit more service minded folks. In my job, in sales (my customers are actually sales people), I would ALWAYS get back to them within a couple hours, or at least respond in some way as to not leave them hanging. I would really feel bad if I screwed up and totally blew them off; and my "customer's" repeatedly mention this to my boss on my annual reviews / feedback -- they love my responsiveness! I don't get that feeling...