Chilson-Wilcox Inc — Local services in Town of Erwin

Just wanted to share a review of Chilson-Wilcox.

I've been coming to your dealership for service on both of my vehicles (2013 Dodge Dart Rallye / 2010 Jeep Compass) for the last five years. Not once have I ever had a problem setting up an appointment with your dealership to get my vehicles taken care of. Your employees have always treated myself, my wife, and our vehicles with the utmost respect. I can't thank you enough for taking such great care of our vehicles when they are in need of routine maintenance, or the dreaded out-of-band work when the need arises.

If an issue is discovered while another issue is being resolved, your technicians have always told me right away and physically show me the problem, and how they're going to fix it. Even if that means making a second appointment, it has never been a problem for me. There have been a few times where serious work had to be done on our Jeep, and you have always taken great care of us and were always willing to work with us on timing due to other priorities.

I've never had a problem that your technicians were not able to fix the first time. Your technicians are extremely professional and respectful of other viewpoints; being able to talk out an issue and get it resolved quickly/effectively is one of the greatest assets your technicians display every time I am in the shop to get repair work done. Even if my naivety is on full display, it's nice to know that your technicians will take the time to explain to me what the issue is, how they found it, and what it will take to get it fixed (including cost).

Your sales and service staff are also incredibly friendly and respectful. It's great to know that I can call for status updates on my vehicles in service, and Bill/Al/Doug/Heather are happy and willing to chit-chat while they get an update from the techs on what's happening. It's a very warm, pleasant experience every time I need to setup an appointment, swing by to get a code read, or have a question about the next "weird noise" I hear either of our vehicles make. I can't say thanks enough for always making my service experience as stress-free as possible. And while my car is being serviced, and I'm on site looking at a possible upgrade, your sales staff are never pushy. They encourage me to look all over the models on the lot, open everything, adjust everything, even go for a drive, just to make sure it's what I'm looking for. I always make sure to say "Hi" to Ron when I'm in since he always asks when he can get me in an upgrade. :)

In sum, I just want to say thanks for being there for my wife and I. You have earned our trust, loyalty, and business, with every service visit. I have never had to worry about either of my vehicles failing on us since I have been bringing them to you for service. Your service department and technicians are the best in the area - I'm forever thankful for everything you have done to help keep my vehicles on the road (and us happy with their...

03/18/2016 – Purchased 2013 Jeep Wrangler 03/24/2016 – called to report suspected Oil Leak. Spoke with Charlie Griswold at 6:45 pm 03/25/2016 – called service department to make an appointment to have Jeep repaired. Appointment made for Monday 03/28/2016. 03/28/2016 – dropped vehicle off to be repaired. Asked both Charlie and Bill in service to please make sure the oil that had ran on the engine be cleaned up so that we could monitor it afterwards to make sure nothing else was wrong or leaking. Picked Jeep up that evening. Did not check to see if oil was cleaned up underneath vehicle engine because it was raining. (Replaced Oil Filter Housing.. Stated this was the cause of the oil leak.) 03/29/2016 – Email exchange with Charlie Griswold voicing my disappointment and sincere displeasure with Chilson Wilcox Dealership and Service department (before realizing the oil had not been cleaned up after the repair.) 03/29/2016 – Late afternoon. Found that oil had not been cleaned up after repair. Called Chilson Wilcox at 5:00 pm. Was transferred to Bill in the service department. Asked him if he could tell me why the oil had not been cleaned up after the repair? He stated it was after hours, he was not going to listen to me complain, and that I could call back and make an appointment with the Recon department to have my engine hosed off. I told him that my husband would do it himself to save us another trip to the dealership. 03/30/2016 – Took pictures of the excess oil that was not cleaned up. Then cleaned off the oil so that we could monitor to make sure there was nothing else leaking. 04/10/2016 – Upon inspecting the engine compartment after driving the Jeep for 10 days found Oil to be leaking again in the same area as first reported. 04/11/2016 – Called Jeep headquarters Case # . Jeep to on 04/14/2016 to find actual cause of oil leak and be repaired again. 04/14/2016 - Jeep at current Service Department. Source of Oil Leak is a Timing Chain Cover Gasket. Which was found in a matter of 15 minutes. 5 to 6 hour repair job. Thankfully the Warranty covers this! There is a huge email exchange as well... But I ran out of space to copy it all.. But I will say this ... Between Charlie Griswold and Bill in the Service department..... this is THE WORST DEALERSHIP I have ever seen in my 20 plus years of purchasing vehicles! I wouldn't even give it one star....But you have to in...

I don't even know where to begin, maybe with the part of me on contact with jessica about coming and buying the car on Saturday and submitting all paperwork, deposit, insurance info, everything on Wednesday, and then getting emailed about picking the car up Saturday, only to get there after driving 45 minutes to be told that I can't take the car with me because they don't have anyone to do the paperwork. Or having the general manager get in my face while yelling at me" either you want the car or don't it doesn't matter to me," or the part where they sold the car out from under me after I had all ready put the deposit down on it, so in turn they treated us like garbage so I wouldn't take the car (that they had all ready sold) and they wouldn't get caught in the scam that they were trying to run. Maybe I will start with when they refused to give us the deposit back but in the same sentence said he would sell the car out from under me if he wanted to because he could... or that I was told that if I DID purchase the car that they would deliver it to me on Monday, but Jessica (the sales person I was working with) was off on Mondays , so she couldn't have delivered the car to me in the first place. The possibilities are endless with the fantastic customer service and respect that we were treated with. I have never been treated like this, it is completely...