Aaron CDJR of Norco — Local services in Norco

My experience for a warranty repair. I took my 2023 Dodge Durango in for warranty work on October 2nd for issues with the evaporator core and brake calipers. While the brake calipers were in stock, the evaporator core was on backorder until mid-November. The dealer removed the dashboard to install the evaporator, but during the brake caliper installation, they discovered that the new calipers were damaged and had to be reordered.

Additionally, during the repair process, the technician damaged the left knee airbag, which required replacement. The service advisor also noted noises coming from inside the dashboard when the AC was on, and the dash had to be removed again to address the AC issue.

I picked up the vehicle on December 13th, but unfortunately, it was returned with new damage. There were pry marks on the dash, where the technician had attempted to remove trim parts, damaged plastic trim pieces that were reused, and dust everywhere on the interior. The dealership acknowledged the damage and assured me they would cover the repairs. This meant the dash would have to be removed again, and I would need to take time off work to bring the vehicle back.

When I drove the vehicle home, it sounded as if I was riding on railroad tracks, with loud screeching noises. When I dropped off the vehicle, there had been no such issues. During the repairs, the dealer had tried to sell me just the brake pads for $1,800, claiming they would cover the labor. I declined the Brembo pads, stating that I would handle the brake service myself.

Concerned about the safety of the vehicle, I refrained from driving it over the weekend. On December 16th, I had my mechanic inspect the vehicle. As soon as he took the wheels off, he noticed the hardware for the brake calipers had been installed incorrectly, with the brackets rubbing against the rotors, causing the screeching noises. Additionally, he found that a suspension height sensor was unattached.

I called the service advisor to report these issues and expressed my frustration. He offered to send me a loaner vehicle and arrange for a tow truck to pick up my vehicle so I wouldn't have to drive it back to the dealership. I agreed, but after the tow truck picked up my vehicle, no loaner was delivered. After several text messages, the service advisor informed me that they couldn’t find someone to drive the loaner to me. He offered an Uber, but by that point, it was already the end of the day, and I was stranded at work. My wife had to pick me up. The next day, I had to take time off work to pick up the loaner.

The dealership had my vehicle until January 10th. When I picked it up, everything appeared to be in order, and I was relieved. However, after driving off, a new warning light appeared on the radio, asking me to visit the dealer. The dealership took the vehicle back to try resetting the radio (which had been removed for repairs) and returned it, claiming they had cleared the light.

After I left, I was called back to the dealership to pick up my Fasttrack, but when I arrived, I discovered that one of the new problems had not been corrected. The dealership attempted to reset the AC module but was unable to fix it and requested to keep the vehicle again to resolve the issue. I declined because I cannot afford to miss more work. Also the dash light is still on, I will have my mechanic correct...

I recently had the pleasure of working with an exceptional team at the dealership, and I can't express how grateful I am for the outstanding service provided by Angel, Jorge, Johny, Jose Quintanilla, and Javier. From the moment I walked through the doors, I was greeted with warmth and professionalism that set the tone for my entire experience.

Angel was the first to assist me, and his knowledge about the vehicles was impressive. He took the time to understand my needs and preferences, guiding me through the options that would best suit my lifestyle. Angel’s patience and attention to detail were evident as he answered all my questions, ensuring I felt comfortable and informed about my choices.

Jorge joined the conversation with his charismatic personality, making the process feel less like a transaction and more like a collaboration. He was committed to finding the right vehicle for me, going above and beyond to explore financing options that worked within my budget. His transparency and willingness to negotiate were refreshing, and I felt truly valued as a customer.

Johny's expertise came into play as he walked me through the features of the vehicles I was interested in. His ability to explain the technology in a straightforward manner made it easy for me to grasp the benefits of each feature. Johny's enthusiasm for the vehicles was contagious, and it was clear he genuinely wanted me to find a car that I would love.

Jose Quintanilla provided valuable insights into the dealership's service options, ensuring I was aware of the support available to me after my purchase. He emphasized the importance of customer satisfaction and made it clear that my relationship with the dealership didn’t end with the sale. This foresight made me feel confident about my future experiences with them.

Finally, Javier played an essential role in finalizing the deal. His negotiating skills ensured that I received the best possible terms, and his positive attitude made the experience enjoyable. Javier's commitment to customer service was evident in every interaction, and I appreciated his ability to make complex concepts easy to understand.

Together, this team exemplified what exceptional customer service looks like. They worked harmoniously, demonstrating excellent communication and collaboration throughout the process. It’s rare to find such a dedicated group of individuals who genuinely care about their customers' needs.

In conclusion, my experience with Angel, Jorge, Johny, Jose Quintanilla, and Javier was nothing short of fantastic. Their professionalism, expertise, and genuine care transformed what could have been a stressful process into a delightful experience. I wholeheartedly recommend this team to anyone looking to purchase a vehicle; they will ensure you are well taken care of every step of the way. Thank you all for making my car buying...

PLEASE READ ENTIRE POST! YOU WILL ONLY BENEFIT BY READING THE ENTIRE POST! STAY AWAY FROM THIS DEALERSHIP!!!! (SERVICE AND SALES) This is highway robbery. I loved my Ram and was converted to a Ram owner for life when I purchased, but now with my Etorque converter costing me $2K to fix and now the dealership telling me I need a Battery pack control module that will cost me $4500!!! I am done with Ram. No dealership will sell to my mechanic forcing me to pay whatever your dealerships will charge.

I am an average middle class individual trying to keep up my truck and I do not have $4500 on top of the $2000 I just spent on parts corresponding to the part that now needs replacing. I was a customer for life, but I can't see doing business with a company that holds you hostages to pay these outrageous rates.

This is heartbreaking seeing that this is coming on the week of my son's 8th Birthday. I have a fair mechanic. Why am I forced to use a mechanic who does not have my best interest at heart. I believe there needs to be a deep dive into these practices. It is unethical, and now my entire family will suffer as I will have to take an additional loan to pay for something that should not be going out before 100,0000 miles. I can't even trade it in because it is not running. It has been over a month now and over a week since I have received any update on my truck. Every time I call I am sent to Harvey's Voicemail. I had to buy a commuter car for $2500 after paying over $300 in car rentals just to get back and forth from work and to pick my son up from school and practice. All of this done while not having a working A/C, which in Southern California is torture. I would have taken the deal on the car they were going to sell me for $750 per month, but they could not get to that payment even with the $4k I could have borrowed to put down. Now they continue to call me to tell me they can make the deal happen, but I no longer have $4K due to the fact that I had to buy this old run down car just to get me to and from. It angers me so much that when I had the money they couldn't make the deal, which would have increased my current payment by $200 per month, but now I am stuck driving this car that I do not want because they are dragging their feet on fixing my truck. Please help! This is such a nightmare experience.

I finally got a call from the dealership that my truck was ready after over a month and they told me it was just a loose wire!!!!! This is after their corporate office contacted them. Sounds like a scam to me. 1 day after I received my truck back my check engine light comes on. What a surprise!!!! They also lost the cover for my fuse box!!!! I asked if they had one to replace it and they said no. WOW! I will never buy another RAM due to...