|Address:||15500 W 117th St, Olathe, KS 66062|
|Working:||8:30AM–7PM 8:30AM–7PM 8:30AM–7PM 8:30AM–7PM 8:30AM–7PM 8:30AM–7PM Closed|
I felt compelled to review you after the second less than stellar experience while dealing with a recall on my car. While I am a fan of and use your Express Service for oil changes on all our vehicles, I don’t use your service department at all because of the experiences I’ve had with recalls. I own a 2009 Dodge Challenger RT. I bought this car used in 2012 from an individual and since that time have received two recall notices. The first was for the timing chain guide and the process to get that replaced included a cancelled appointment due to no parts. I get it. Then the rescheduled appointment, I was allowed to drop off the car and then called to say they didn’t have the parts. That was frustrating because I had taken the day off work for that appointment and then it still didn’t happen. Eventually, the part came, the repair was made, and all was good. Next, I received the takata airbag inflator recall notice. Now, I know so many makes and models had this recall and the first notice said, we don’t have parts, you’ll get another one when parts are available. So, when I got that, I tried to call for an appointment. The phone rang and rang with no answer. So, I tried to schedule an appointment using your online portal. I got an error. Then, I sent a message through the “contact us” part of the website on a Thursday morning and was contacted right back via email and told someone would call me to set up the appointment. By the next Monday, I still hadn’t been contacted, so I replied to that email as such. The reply was, so sorry, please verify your phone number and I’ll have someone call you right away. By Wednesday, I was sure that was never happening, so I called again. This time the phone was actually answered. I was able to set up an appointment at 8am on the following Saturday. The confirmation email I got moments later said 8:30. No big deal, 8:30. When I dropped the car off, I was told Andy would call me when it was done. I had read it should take about an hour and a half. So, three and a half hours later when we were getting ready to be near the dealership again, I called to check since I had heard nothing. It was done. No one had called me. Given the absolute inability to efficiently schedule or communicate with the customer, I’m surprised your shop is busy at all. Returning a call as promised, letting a customer know their vehicle is ready, these are not difficult things. And, this review is necessary because I have been waiting on the usual after service survey call. Oddly enough, when I would have feedback to share, I didn’t get one of those.
Olathe Dodge Chrysler Jeep service department is the worst I have ever dealt with. I spent over 20 years moving around in the military, and this is my 5th MOPAR vehicle so I have lots of experience with various dealerships all over the country. I have had my Jeep Commander in 4 times for the sunroof leaking into the cabin, all together it has spent weeks in their service department for this issue. The first time both sides were leaking and to be fair the right side has not leaked since. But the driver’s side keeps leaking. The second time I brought it in they said that the tube was clogged and they cleared it out and it should be fine now. A week later it rained pretty good and when I went out to work there were several inches of water in the floorboard. So I took it back in and they had it for an entire week, then told me that the issue was a factory installed reducer that was causing the water to backup and leak, they had removed it and I would have no more problems. Two days later it rained and once again water was leaking into the cabin you could see it running down the windshield pillar in a stream. So I called the service manager, he said to bring it in again and they would look at it again. I informed him that I could not afford to pay for another rental car while it was in the shop. He said that they would have a loaner for me Wednesday, Wednesday came and they told me it would be Thursday or Friday. I didn’t hear back from them for a week after leaving several voicemails with the service manager I received a call a week later stating that they still did not have a loaner vehicle ready and were working on it. Now after two more weeks the service manager won’t even return my calls. Or the messages I have sent on their online contact us page. So now I am out the money I have paid for repairs that are not done and have to start over at another dealership. This is just poor customer service no matter how you look at it.
A Private User
First, let me say that this is not my first “new” vehicle buying experience. I have purchased several Toyotas and Fords for pleasure as well as work vehicles over the years. I am also a big MOPAR fan and own an old muscle car. This is the first time I drove off the lot wondering why I chose to buy a piece of junk. It did not start out that way. The salesman was terrific and very helpful in educating me about Jeeps. He is the only reason I completed the transaction and did not go to another dealership. The process went south quickly, however, once I went into finance office. I did not even need financing; I paid cash for the difference between what they gave me for my trade in and what the Rubicon cost. Essentially, the finance guy explained to me that Chrysler products are pretty low quality these days (including Jeeps) and you are a fool if you do not pay thousands of dollars for an extended warranty. In fact, if you bought all the warranties they push on you it would total over $20,000! All in all this time was the first in twenty some years of buying new vehicles where I drove off the lot already questioning my new purchase and wondering when it will fall apart. If you want your day ruined, you should buy from Olathe Dodge/Chrysler/Jeep. They will be up front with you that Chrysler products are junk these days. At least both finance guys I talked to said so and they are higher management, so you have to figure they know what they are talking about, yes? If you want a happy experience, buy a Toyota from Crown in Lawrence or find a reputable Ford dealer. At least you will be getting a higher quality vehicle.
My experience with Jeep occurred over a 4 month period trying to get my seatbelt fixed. Where I had issues was dealing with the employees saying they would call me when the part came in and days later I would be calling them. One part I was told would take 3-4 days to come in from Chicago. Every wk I called to see if the part had arrived and each wk the employee would tell me "that we are just waiting for the part to come". When the manager got involved after I left a message for him 1 month after I was told it would take 3-4 days, he called Chicago and discovered that they canceled the order. I even specifically asked each time I called if the order was still placed in the computer and their answer was "yes". The part was going to be sent overnight and they would call me to schedule an appt to come in. I called 3 days later and they said the part had arrived and I could schedule an appt. That was the first fix. I brought the Jeep in 3 more times and each time a part had to be ordered. Every part came from an outlying place and every time the employee said they would call and let me know when it had arrived. I would have to call by the end of the wk b/c the 3-4 days had passed that I was told I would be called. The employers were professional. I was frustrated that they would state each time that a phone call would be made to me in 3-4 days and I would have to call a wk later.
Randy Hughes was so helpful in each and every way that he could be.I walked into the showroom to purchase a new 2013 Dodge journey for my wife for our 43rd wedding anniversary.I was greeted by randy as soon as i walked through the door what a surprise that was ! that just does not happen to much anymore .The reason i say that is i had been to two other dealerships and had to ask for help one being a dodge dealership competitor. I purchased a red journey that was on the showroom floor and randy went totally out of his way to decorate it with 5 large helium filled balloons,a huge red ribbon on the windshield,then he wrote on the windows happy anniversary Jeff and Brenda in a large heart.I do not know anywhere today that you can get service like that other than from Olathe Dodge Jeep from a true salesman by the name of RANDY HUGHES .Do not miss out on a great experience when visiting this dealership just walk in the door and you will be greeted by Randy unless he is off that day or assisting another satisfied customer. Thank you Randy for making my purchase a great experience . Jeffery Graham Lenexa Ks
I decided to buy my car specifically from Olathe Dodge Chrysler Jeep Ram because Connor was everything I look for in a salesman. He was above all else polite and courteous the entire transaction. I was impressed by his ability to find me exactly what I wanted for the best price on the market as well as his incredibly friendly disposition. His southern hospitality was evident from our first phone call and he treated me like any lady would expect. I went into this process skeptical that as a woman buying a car I would be treated like an easy target, and honestly a few of the dealerships I talked with did. Connor not only made the process of buying a car comfortable but enjoyable. His personality stands out the most as he was funny and relaxed through everything, there was never any pressure and he was willing to show me as many cars as I wanted to see and discuss all of my options to make the deal right for me. I will not only refer everyone I know to him personally but I will be a customer of his for as long as he sells. He is an irreplaceable asset!
I recently purchased a vehicle from this dealer, and it was a very smooth experience. They did not have the exact vehicle on hand that I wanted to purchase, but were able to trade a vehicle with another dealer to get it that day. Tim was very helpful and honest while we were negotiating the price, and able to get the payments down to a point that my family could afford. The only downside to the whole transaction was the finance department. We sat down to sign the paperwork on the purchase plan that we had talked over with Tim, and the finance person said he may have a better option for us that extended our warranty from 3 to 7 years. Since it seemed that it was only adding $10 a month to our overall bill, it seemed like a fantastic deal. It was not explained that it would also add 6 months of the higher payment to our timeline. While I may have still opted for the additional coverage if it was explained better, it still leaves a bad taste in your mouth, and makes you feel like you were played a little bit.
I loved this dealership from the start, they made the buying process so easy. I referred my parents who also purchased a vehicle. Flash forward a year and I took my Jeep in for routine oil change. I was disappointed two days later when I noticed oil leaking all over my driveway. I drove the Jeep back to the dealership and was not happy! It was very hard to stay angry, the two techs who greeted me both genuinely apologized, they got Mike Moutray, Jr. the manager to me right away. Mike reassured me they would make this all right. Mike rushed me to a complimentary rental for the day so I could get to work and then stayed in contact with me throughout the day. They gave mt Jeep a through inspection to ensure nothing else was wrong and send a tech to my house the next day to clean up all the oil. Mike, Kirby and the other techs restored my confidence is this dealership and turned a negative into a positive.
I purchased my Ram 2500 at the beginning of the year when Olathe was offering significant rebates for all their 2012 Rams. Because of this, they were obviously very busy. Despite the business, Donny went out of his way to help us before we even got there. Before heading down that way, I called and Donny was eager to assist me by going out to the lot and taking down a list of some of the options available for what I was looking for. That made it easy when I got there for him to take me directly to what I was looking for. We found what we were looking for and got a great deal with rebates. Really, the only problem I had was the wait as they processed all the paperwork. That was to be expected though, because they were so busy, and when is a car or truck buying experience ever fast? They did stay open later to facilitate, so that was helpful. Overall, we were pleased with our experience.