Hanlees Chrysler Dodge Jeep Ram of Napa — Local services in Napa

If I could give this place 0 stars I would, let me tell you my experience with this place, in the past 4 years I have bought two cars from this dealership and sold one, I bought a 335i bmw (completely paid off) and a 2018 Dodge Charger which I currently still have. I sold this company a 2013 Scion frs, I have done TONS of business with them. Today 4/7/19 I went to test drive a vehicle and was clearly discriminated against because my age. I am very young but all cars have been in my name. and the manager Will, (who refused to give us his name we had to ask another sales staff) told me I couldn’t test drive a car unless I had proof of registration for my current vehicle, over 2500$ down and I had to do a credit check. He refused us service and when we asked for his business card he told us he felt harassed and refused and would not even look us in the face. He would just walk away from us anytime we talked to him. We got everything on video including being approached by a salesman who told us verbatim “yeah he isn’t supposed to do all that...” all the salesmen were in shock with how we were treated, one salesman (who I will not name because I don’t want him to get in trouble) called us 10 minutes after we left and said he was super sorry for how we were treated and he came from a different store and that was not the way they are supposed to do business. He then gave our information to a different store so we could do business with them instead. We then contacted corporate and nobody has gotten back to us. We got a call from eli at the hanlees store in Davis and told us to come in and test drive the same car no questions asked. He said that, the manager is clearly in the wrong and should not have treated us so poorly. Like I said before I have everything on video recording. The manager got super close to me face to face as a threat. And then when we told him we spoke to higher up management and they said he was NOT aloud to make us do a credit check and put 2500$ down to test drive he then said “ok thanks bye” and then went into his office and closed the door. This is super disappointing considering the fact I put down 12,500$ just to get my Dodge Charger and I still make payments of over 800$ a month. I have put almost 100k into this business to be treated so poorly. The fact of the matter is, if corporate chooses to not take action my girlfriend who is a social media influencer will be taking our video evidence to social media to get attention. None of this should have ever happened and we will not give the Napa store business ever again. I am disappointed that I already have a vehicle with them. The only reason I’m still considering Hanlees Dodge is because of the salesman who called and apologized and also because of Eli from the Davis store who we are going to see tomorrow. Hope this warrants action and...

Edit: I called today and the lovely cashier lady referred me to John who assured that I will receive the glass window and it will be installed ASAP. He was friendly and I have full confidence that this will be sorted out. This was handled in a timely manner in relation to my original post.

Old Message: [Its a Friday, but two weekends ago someone broke the window of my car and I took it to this location right away to get it fixed. The cashier lady was lovely and helpful, she told me to go to the window next to hers and press the button to ask for assistance. I did as she instructed and a man showed up and he had a mean demeanor and spoke to me in a very unfriendly manner. I then went to the service department and was told that the glass would arrive on Wednesday. On Wednesday I took the car and left it at the location, I then got a call from service telling me that the car needed new tires because they were balled and almost going to pop, sounded like it was an emergency. I talked to my Father who owns his own shop in LA and he told me to send him pictures. On Thursday I called the location and I was kept on hold for 45 minutes until I I decided to use another phone to call and say that I was still on hold on another line. I just wanted to ask if the car was ready to be picked up. I was told that the glass that they ordered was not the correct one and it didn't fit the car. So I Uber my way back to that location to pick up the car to wait again for the glass. When I got it back for some reason the blinkers would turn on every few minutes or so, also the door handle was left without its protective piece that goes under, I attached an image so you can see what it looks like right now. It is now over a week since I took the car. This morning I tried to turn the car on and the battery was low because of the blinker problem, I had to purchase a jumper to get it to start. I think the car keeps flashing those lights because of the glass not being there. I was told that this past Thursday the glass would be ready but it looks like I will go a third week the same way. My biggest concern is that with the rain it is hard to drive and see the water get inside, I put a plastic bag while I park it but cannot keep it while I drive because it doesn't let me see to my right. I wish I could get this problem fixed but I am waiting to see what happens now. I have a low battery on top of my broken glass and door handle. I wish the cashier lady worked at service because she would get things done fast just like how she refers me to them and also how she handles everything based on what I saw when I...

Avoid this dealership if you value customer service.

This review is specifically about Carlos Barrera and the Sales department. To be clear, the Service department has been excellent — professional, reliable, and willing to step in when Sales fell short. Special thanks to Maui Oregon in Service, who worked hard to make up for Carlos’s lack of follow-through.

On December 27, 2024, I purchased a Jeep Renegade from Carlos. The car had several issues that were written into the contract to be repaired. Because it was dark at the time of purchase, we couldn’t fully inspect the vehicle. Later, additional problems surfaced, which Carlos also promised to address. Unfortunately, he stopped responding to me altogether. It wasn’t until I posted a negative review on Google/Yelp four months later — which Corporate noticed — that he finally reached out.

The delays were extreme. It took until April for repairs to begin, and our vehicle was out of service for more than a month. While a loaner car was provided, this did not excuse the lack of communication and accountability. To make matters worse, I later learned from Service that if the vehicle had been left with them at the time of purchase, the parts would likely have arrived within a week, not four months. You’d think Sales would be aware of that, but nope.

By mid-May, most of the issues were resolved, but a dent and interior discoloration were left unaddressed. Service informed me that Carlos never passed along these items, despite assuring me he would. When I followed up, he ignored emails, responded once by text on June 3 promising to “look into it,” and has ignored all communication since. See screenshot.

I paid for a brand-new vehicle and was promised that all flaws would be fixed. That promise was not honored. Instead, I was met with months of silence, broken commitments, and an overall lack of professionalism from Sales. Now I will have to pay for the remaining repairs out of pocket somewhere else.

If you are considering Hanlees, my advice is simple: buy elsewhere. The Service team may try to help, but the Sales experience with Carlos Barrera was a disaster. Do not put yourself through the...