New Smyrna Chrysler Jeep Dodge RAM — Local services in New Smyrna Beach

If I could give -5 stars I would. This is admittedly the worst service department I’ve ever had the displeasure of dealing with. I've been coming here since 2020 and this is what l've dealt with so far (I take my 2017 Jeep Compass there, and I've had issues with it starting sometimes. 5 main batteries replaced, and 4 accessory batteries replaced but the issue has not been resolved yet. Techs have broken parts in my car. Severe lack of communication regarding information on services and timings. Examples: A. Service advisors who say they will call me back but never do. I’ve had advisors leave for the day with no one picking up their work, so my car sat ready for pick up for hours without me knowing until I called right before close. I* have to be the one to call and check in for updates. I made an appointment for Friday (only day I could work remote at that time) only to arrive at 8am and THEN be told it actually takes 2 days to get the test done... would have been nice to know previously so l could schedule my following days accordingly. Lack of care: Service advisors don’t care. The last time I had my car serviced I asked "what should I do if the car has trouble starting again? I've had so many batteries in this thing, something needs to get fixed" he responded with "call corporate" (Thanks Joey Maldonado) It takes hours if not DAYS to get any work done by the service team and techs. Example: I was initially told a parasitic draw test would take about 2 days. I asked if I could have a rental in the meantime. They said no, but I could contact enterprise and pay $40 a day. I could not afford that, nor do I feel I should pay for a rental since the techs can't figure out what’s wrong (they’ve seen my car at least 4 times by now). I took Thursday and Friday as work from home days which was difficult to get approved. Brought in the car Thursday morning, then called Friday 12:30pm just to check in, only to find out the techs hadn’t even touched my car yet… Service advisor Sydney said they would have to keep my car all weekend and suggested I should get my car now and drop it back off Monday... I explained the work around I had to do to even be allowed to work remote Thursday and Friday for this, and I NEED a car during the week because of work… Sydney tried to offer me a rental (12:30pm), I agreed and she said she would call me back with an update. 5pm and I had not heard anything back. I tried multiple times to reach her and get messages sent to her that my call is time sensitive but she was unreachable and no one at the desk had any reqs in the system from her for a rental car.... I had an appointment the next morning at 10am in Port Orange that I had been waiting for a month for so I could not cancel. I've explained to whoever was on the other side of the call that I needed a car asap. 5:30pm and I had called again for an update. They said they have a rental available but I* have to pay out of pocket and if I don’t want to pay that then I should just pick up my car now. I told them I want to talk to a GM. They said he was out of state. I said ok I want to talk to Sydney is person when I get there, they replied “oh she’s already gone”. So.. again the service advisor left and did not ensure the customer was satisfied nor the issue was resolved. Seriously? When I went to go get my car they actually ended up accidentally swapping my keys with another car and lost mine for a bit lol. Then the techs had the AUDACITY to charge me for labor to do an oil change and tire rotation. 2-3 hour job that took them from 8am Thursday, to 6pm Friday.

*At this point I refuse to deal with them anymore and need a copy of my records to escalate this to corporate, and switch to a local mechanic. I called multiple times to request copies of my records with no luck. Front desk transferred me to other people without communicated to as to why, and no one answered each time I was transferred. I left a voicemail around 2:15pm I still have not received a...

This message is for the quality control manager of Fiat Jeep service. I've responded to every customer review with the same story and requested a follow-up so we can get my vehicle fixed. Not once have I been called.

May 20th, 2024, was my first appt, emissions/remote start issue. Called and verified if there was anything I needed to do. Your tech said no, my gf took the workday off to bring my Jeep/Fiat in, and the tech instantly told her there was more than half a tank of gas, the tech can't do anything. So I take May 31st off, sat there for a few hours, only for the tech to tell me they can't locate the problem, so I'd have to drop it off for the smoke test diagnoses. That's fine, I needed a "loaner"  and was simply told I'd get a call. After 11 plus weeks of waiting, I kept my fuel tank below/near half until you finally called. Gave me the biggest pile, a Hornet. W/e, I was truly grateful at the time for just have a "loaner". You then had my vehicle for 6 full business days before I got the call at 1640 that you identified the problem and it's 2 two shipping, and you can't order it till the following day due to it being too late in the day. That's fine, been very patient and respectful the entire time, minus questioning the legitimacy of the service timeline having my Jeep.

So finally I get my Jeep back, sign all the paperwork and drive off happy. The next morning, I turn my car on remote start, and the engine shuts off within 5 seconds... back to square one to the original issue. After reviewing the paperwork, the manager never relayed any of the critical symptoms of my Jeep I told them, nor do I believe this vehicle was even tested prior to turning it over to me. Just cleared the fault. Sent the Jeep on its way. You may have fixed A problem, not THE problem.

So here I am, forked over a ton of money, had a "loaner" you were going to charge me $440 for a "loaner" becuz my warranty was expired. I should have known, as prior military, we sign our lives away, but charging any customer for a "LOANER" is blasphemy. You need to remove that title effective immediately and change it to "loaner unless you have no warranty"

Listen, any caring manager could have looked at the vehicles date and told me right off the bat that my Manufacturers is expired. We could have went our seperate ways right then and there. Instead, they just talked smack about customers while me and this poor gentleman were in the service waiting room being subjected to your loud voices. I should have left the dealer right then and there after just hearing the poor mans story alone along with the smack talk.

All I want is my car to be fixed. I came to NSB Jeep service because you're the professionals, we the customers pay top dollar for that type of service. I was patient the entire time. Now, after doing all the experience reviews and receiving no call back I resort to giving you a low review.

Your manager called and pretty much did nothing to find a solution other than tell me I can drop it off and they'll only make it right by fixing the piece they replaced, which clearly was not THE problem. No effort at all. It's not like I'm asking for a discount for anything. I JUST WANT THE EMISSIONS AND REMOTE START FIXED.

I can drop off the Jeep on a Saturday till end of day Monday. But now, I have zero confidence my car will even be looked at given this past experience. And not sure if it's a risk I'm willing to take.

Customers beware. Doesn't matter how much you spend, you're nothing but a number to these people. They don't believe in customer satisfaction or even attempting to find a solution. I figured reaching out via Jeep experiences would have made somebody call. But here we are. Almost a month post appointments and still...

The service department is in dire need of customer service and de-escalation training. I brought my 2013 Dodge Challenger in for warranty repair for a failed instrument cluster, leaking sunroof, and other issues. I have the bumper to bumper lifetime warranty and my vehicle only has 28500 miles on it. The day I arrived at the dealership to pick up my vehicle, which they had for almost two weeks, I was disappointed for the mere fact the vehicle was returned with the mechanics fingerprints all over the front windshield and the speaker cover on the driver's side dash was lifted and not flush. I also noticed insulation material protruding from the driver's side lower near the E brake release handle, the B pillar cover was not replaced correctly and jiggled freely, and the head liner was not neatly tucked under the weather stripping. It was about 5pm when I arrived to recover the vehicle the service staff had already left for the day. Needless to say I was very disappointed in the quality control and condition my car was allowed to leave the service department. I made an appointment for Wednesday 12/21/2022 to have Mrs. Dianne look at the vehicle and correct the issues at hand including the fact the dash was not replaced correctly and is unsightly how the seems do not match up. When I pulled into the service bay I was greeted and Mrs Dianne told me the mechanic that worked on it was not there and that I would have drop it off until he can look at it. I was caught off guard by this and still kind of curious why I am being spoken to in a gruff tone as if I was the one in the wrong and not yet hearing an apology was steadily upsetting me. I had no choice but to reschedule for Wednesday, 12/28/2022. I turned the vehicle over to Joey the service rep and still I wait. No apology, no attempt to correct their error, no attempt ensure I am 100% satisfied, no offer to shuttle me back home to Deltona, no rental at dealership expense. I am the one being inconvenienced for their lack of pride in their work, lack of quality control, and their lack of respect for their customer. In my 35 years in customer service management, I have had several issues where the customer was not satisfied, but, I did everything to ensure those customers were 100% satisfied and the issue resolved. I have been taken for granted as a customer here and the poor display in light of what has transpired has left me longing for the professional service I received as a GMC customer. I will never own another Chrysler, dodge, jeep, Ram vehicle because of this poor display of customer service. I refuse to ever do business with New Smyrna Chrysler Dodge, Jeep RAM, until they rectify this flawed customer service model/ organizational culture they are fostering. It does not work; look at their service department reviews. I am losing money waiting here for them to decide how to proceed, sans an apology. Dec 29, 2022: went to pick up vehicle it was parked out front doors unlocked. Photos show they failed to fix it and now center console is warped too. The front left speaker looks like they stuffed padding under just to rig it but it is making contact with the windshield and seams of the two dash pieces are wavey and unsightly. I told Joey to fix it and we will pick it up tomorrow. Still No apology. Dec 30,2022: the dash looks worse and the final decision, said with a straight face, "due to the age of the vehicle, the parts have warped and MOPAR, no longer makes the parts for it". My obvious question is: if it was warped due to the age of the vehicle, why is it that it was not an issue until your mechanic pulled the dash apart? Still no apology! Now I am involving CHRYSLER MOTOR CORP. SVC MGR HAS YET TO STEP OUT IF HIS OFFICE WHAT A...