Chrysler Dodge Jeep Ram Service

Reviews

Reviews are sorted by relevance, with the most helpful and insightful feedback listed first for easy reference.

  Jeff Blanton
4 months ago
I have been using this dealer for a few years now. The service and treatment I have experienced has always been hit or miss. I must say that the assistant manager Tim, single handedly changed my opinion for the better. He assured me the work I needed was covered under my warranty got me on the schedule and made sure I had my car back within the quoted time. It may seem like he was just doing his job to some but his positive attitude and pleasant demeanor along with the quality work done by the mechanics makes me want to come back with any issues I may have in the future. Thanks Tim for restoring my faith in your dealership.

  DAVID SINGH
a month ago
I ve never had a satisfying experience with this dealership at all. Whether it s getting parts for my charger, servicing my srt Durango, or even for service for my beater 300. I end up going to farther dealerships. I needed a BCM reconfiguration, made an appointment, and was told the appointment was just to make another appointment for the service. i went all the way over there just to be told a 2 hour job would take 48 hours, and they d need two days for the job that would take 2 hours (which they confirmed it wouldn t take that long). Next time they said they would be able to do it was the next week on Wednesday and would probably be done Friday. Absolutely garbage service and won t be taking my vehicles or my families vehicles here. Waste of my time. This place is basically just good for those looking for a quick lube.

  Elizabeth Fretz
5 months ago
I came in for an oil change and tire rotation without an appt. As usual I was greeted right away and treated kindly. They showed me the waiting room said 45 minutes my car should be ready and it was. In fact I was very relaxed having something to drink and snack on when my car was available and also washed. They are a great dealershipServices: Air & cabin filter replacement, Tires, Vehicle safety inspection, Oil change

  Milan Peele
4 months ago
UPDATE: As promised, this is an update to the negative review. After the phone follow-up on Thursday, November 30th and hitting enter on the Google review, I received a phone call two hours later and have been scheduled for the repair. Again, I will follow up with an update when the repairs have been completed and will adjust the rating accordingly. I am scheduled for Tuesday, December 5th, and will post the new review after that.A lesson in how to frustrate a customer: Poor service and false promises.This lesson started two weeks ago with excuses the day I brought the vehicle in for service. I was met at the door with the commentary that electrical issues have a day and a half lead time. Followed with the shuttle service will only take you if you are within 10 miles of the dealership.Question 1) Why aren't there disclaimers on the scheduling system that identify these issues before a customer commits to an appointment?I had no choice but to wait, hoping that a customer waiting would flag a priority....several hours elapsed before I received an update. Now, they have a text system where you can text your service advisor, and I used it but did not receive a timely response. I only received a response when I went to the write-up area and made a physical status inquiry.Question 2) Why not include real-time photos in the text system to show the progress of the repair (or repair attempt) so that the customer does not become anxious and can move their schedule around if they need to? (I.e. "Your vehicle is in the service bay now.", "Repairs are underway.", etc...)During the time I spent in the waiting area, I noticed staff members passing through and glancing at the crowd of customers.Suggestion: Train your support staff to practice a customer service technique that involves paying attention to who has been there a significant amount of time and giving that person a status update. It may increase your service customer satisfaction score.After an hour, I was told that the repair was not made because of some technical issues and the component would have to be replaced. They did not have the component in their inventory, and it would be "two weeks" before the component would arrive and they would contact me to reschedule an appointment and complete the repair.Suggestion: Show the customer proof of the service attempt and also proof of the component order. Again, it demonstrates effort and transparency. MAKE SURE THAT YOU FOLLOW UP WITH THE CUSTOMER PERIODICALLY AND MEET YOUR DEADLINE.Two weeks and one day later, I placed a call to someone identifying themselves as the service manager. Since I hadn't heard from anyone, I wanted an explanation. The person stated that "there is a three-day wait for electrical diagnosis due to a high electrical component failure rate" and he sounded put off that I had chosen to wait. I had the same questions and made the suggestions I have left here and was told that there is no e.t.a for the component I need, and he questioned why the service advisor would make such a promise. The person began the push to get me off the phone by saying he would call the parts department and track the component and would call me back.I will post a continuation of this ordeal, should they decide to follow up. Meanwhile, I'll try to find another dealer to resolve this issue.Needless to say, they have failed this customer service test and I will not recommend this dealership for service. If I could leave a negative rating, I would.

  LINDA DONIKIAN
4 months ago
Where shall I start. I had to make an appointment to take care in. I took my car on time to appt, Tuesday, they said they had 24-48hrs to look at car and tell me what's wrong. By Friday after calling few times, they still didn't look at it. I bought lifetime warranty, which included car rental, which I purchased new in 2018. I was told that my car rental was only good for 7 yrs or 100,000 miles. Well I said It hasn't been 7 yrs or 100,000 miles. They proceeded to tell me the warranty was from time car was made ,which was 2016. I said I didn't own car in 2016, and that I bought in 2018. They didn't care. I said so you cheated me out of 2 yrs. The guy said be grateful you are covered for repair and the rental was a perk. I called Friday afternoon and expressed my frustrations and told them I needed a car. Finally I got a loaner on Saturday. I finally got an answer about my car. They proceeded to tell me they looked car over and in addition to warranty work there was approximately $2700 worth of repairs. I have a mechanic and he told me to just do warranty work. My mechanic looked at the list of repairs they ordered he checked it out. And only rear brakes were repaired. There was nothing wrong with drive belt. He had done all other work they suggested prior. I goty car back finally after 8 days took 6 days to get answer. Why bother making appointment. Very disappointed

  Sanjeev Agarwal
3 months ago
I had pathetic experience at the service center at CDJR service. I had to visit 3 times just to get the oil change.Before visiting the service center I tried to fix up the appointment at their service center but no one picked up the phone or returned the call.Then I thought of directly visiting the service center directly as it says that oil change does not need an appointment. the 1st time when I visited, I was 1 hr before the closing time but I was rejected stating that they are short of man power and was requested to return back the next day. I told them please book me for the next day but they again told me that appointment is not needed and I would be serviced if I reach the service center before 90 minutes of closing time.the 2nd time, I reached 2 hrs (120 min) before the closing time but guess what, I was given the same excuse again and denied service once again. When I questioned them, I was told they are declining the service to me but they cannot do the oil change the same day which I clearly did not understand how is it different from denial of service.The third time again, I was told that as I have reached the service center after 4.30pm hence I should come next day for the oil change but when I checked the clock it was 4.25pm. I informed the service manager about the time. As his excuse was not valid, he was forced to give me the service this time but during the service they missed to reset the "oil life" meter and refill the air while performing the tire rotation.I expect a better customer experience from CDJR service center

  Ken Pasini
4 months ago
Very friendly Service Agents to interact with. Amanda is the best! However, aside from the Recall work performed [reason for visit], they conducted a thorough inspection of my vehicle, which resulted in a list of 16 things they recommended to be done [each listed as an al-a-carte service at very high cost]. I elected to NOT have any of those done by the dealership at those exceptionally high rates, and unfortunately received my vehicle back in worse condition than when I drove in. If any additional recalls need to be addressed in the future, I'll avoid having them conduct the inspection.

  Ted Martin
5 months ago
Great experience - took me in for oil change & routine service without an appointment . . . Josh was my tech & he was terrific!I told him if I'm asked to rate him on a 1-10, I'd give him a 12!Services: Tire rotations, Oil changeServices: Tire rotations, Oil change

  Rho Pitchford
6 months ago
The service person, Chris wouldn't return my calls to get updates on my vehicle. In fact, it wasn't until I came in person to get more information that he began to give me updates. That's poor customer service!The service person determined it was the brake booster. It took 3 weeks to get the brake booster. Then on the day the booster came in the service person told me I had 2 other issues costing $1400. Why would he take three weeks to tell me this?Additionally, I need my car for work and to take and pick up the kids from school. I had to have a rental for 3 weeks with no UPDATES!!! This is expensive!!!I hope that this review will help make changes to the customer service because it really needs it.

  Cedric McSween
4 months ago
Once a again the service team came through with an excellent job servicing my Chrysler 300! Chris, Josh and the rest of the team were personable and efficient with getting all of the maintenance work needed and my car back to me in great timing.Thanks again Team for everything!

  Larry Taylor
3 months ago
I had bought a new truck from them, but when it was delivered it had a number of nicks and scratches on it. They picked it up to repair it, but when they brought it back not everything had been repaired, and they left the inside of the truck quite dirty. The sales side of the dealership seems very customer focused, but the service side doesn t seem to be very detail focused.

  Ryan Sketch G
5 months ago
Excellent customer service and they took my situation very seriously and close to heart. I greatly appreciate Chris and the rest of their service staff foe helping me get my car back quickly and cost effectively.

  Salvatore Cutino
5 months ago
The entire team at Suburban Chrysler Farmington is outstanding. I especially appreciate the way customers are treated in the Service Dept. This is the third visit where Joshua was there. He does a phenomenal job everytime and deserves to be recognized.

  Mary Montana
6 months ago
Everyone that is employed at Suburban Chrysler are wonderful people. Great service and everything is done in a timely manner, you don't just feel like "the next guy". They go out of their way to please you and are knowledgeable about the way your vehicle is serviced. Great coffee and snacks while you wait for your vehicle to be finished. Would never take my Jeep anywhere else.

  Kevin Sharrak
3 months ago
I have had two open recalls on my jeep for 8 months.This vehicle transport my four children and wife daily.The dealership finally had a vehicle that we could use while our vehicle was in service.Tim the assistant service manager kicked me out of the service bay.I was asked to leave because a customer was swearing at me and I defended myself. The concern of safety of my vehicle meant nothing to Tim. I hope your family does the get treated the way mine did.

  Jordan Eagger-Jackson
4 months ago
Service team is always kind and friendly, never had an issue with communication. ONLY reason its not 5 stars is you're going to pay them every dime they deserve and they should get it but not from me :)

  mike heulitt
8 months ago
Let the buyer beware... I had a horrible experience. I would have preferred to leave zero stars but I had to leave one star to complete the review.I bought a used car from here. It had a broken trim piece that was supposed to be fixed as part of the purchase agreement. I was told the car was ready to be picked up.... only to find that the trim piece was not fixed when I arrived. I was given a "We Owe" certificate... this is their promise to fix the car. I was told to bring the car in for a scheduled appointment about two weeks after purchase.When I arrived, I was told the part wasn't there. The service lead told me that she would be my contact going forward and she wasn't sure why sales told me to bring the car in.After waiting for a couple of weeks to hear from her, I started calling. She wouldn't take my calls, nobody else who could help me answered the phone and nobody returned my messages. After trying for a couple more weeks, I went back to the Sales department. Overall, it took 2.5 months and many calls to Sales and Service. I had to stay on it and keep reminding them and bothering them to make this happen.The finance manager was very rude to me.The service lead never returned my calls.Sales over promised and underdelivered.They are very nice up front, but things sure changed once I paid for the car. HORRIBLE!!!!Service: Auto body & trim repair

  Stan Olkowski
8 months ago
The repair of my vehicle went perfectly smooth. The service staff was very friendly, helpful and professional, right down to the rides I received from the shuttle driver Mike, who is definitely a keeper! They got the repair right the first time, for which I applaud them. However, contacting a REAL person by phone is not just NEXT to impossible, it IS impossible! According to their new Service Manager, the customer communication issue is well known to them, and is a work in progress. Good luck to them in resolving this issue. I will be back again for service when needed, if only to see how much progress they've made on tackling this issue. That being said, I wish them the best of luck in resolving their internal system process glitches, and especially their customer communication protocols.

  A
6 months ago
We purchased a vehicle a few months back and there was an issue with the battery. We pulled our truck in with no appointment and the Manager Dan was extremely helpful! He pulled our truck right in and made sure the issue was resolved immediately! Dan and Dee were exceptional and we truly appreciate the assistance we received!Service: Auto battery replacementService: Auto battery replacement

  Kimba7113 Kimberly Thomas
6 months ago
I will have to say within the last few months of going to Suburban for service it seems to have gotten a whole lot better and the employees seem to be happy there. The service department is great now. I had the pleasure to work with Josh in the service department and he was a very nice young gentleman and listened to my problems and made sure they are addressed. Thank You for listening to your customers.Service: Oil change

  Maureen Carlson
5 months ago
Dee Fields in service is an amazing customer oriented woman. She worked hard to find the information needed to get my faulty seat belt ordered and replaced. She is the reason I would return to the dealership in a heart beat! Give that woman a raise :).

  Ian Maguire
6 months ago
Ive been taking my vehicle in for service regularly and always pleased with the experience (not always the price, it is a dealership after all).Once I bought tires through the dealership and a month later while preforming a brake job there were seized lugnuts. Potentially over-torqued by the tech. I returned to the dealer and they torched out 5 studs. It was a 6 hour job and they did not charge me.

  Lisa Bogacki
7 months ago
Suburban Chrysler of Farmington Hills provided good service. Working with my service advisor Steven Chapman was smooth, he kept us informed while the vehicle was at the dealership.On the other hand, dealing with Chrysler Customer Service was atrocious. My husband and I called to open a case with Chrysler regarding my 2020 Dodge Ram 1500 truck. We were told our case manager would contact us. After 2 weeks the case worker finally called me. After speaking with him he told me he was going to contact the dealership for more information. I notified the dealership that a case worker will be contacting them. 2 days go by and the dealership never has received any calls from the case worker. So after 2-1/2 weeks of not being able to speak with a case manager we picked our truck up from the dealership. Since then another 2 weeks have passed and again multiple messages were left for the case worker daily asking for a call back. Finally on Monday of week 5 now, I was able to speak with a case worker and was promised that he would send me an email so that I can submit my invoice, I never received the email after the he told me while we were on the phone with him that he was sending me the email now. Checked my inbox, my spam, my junk folder and nothing from them. My husband is a current employee of 24 years, we are brand loyal having leased and purchased multiple vehicles. All I can say is that my experience with Chrysler Customer Service has made me re-think about choosing the Chrysler brand for future purchases. I hope my comments provided in this review brings attention to someone who can assist me since I can get no where with Chrysler Customer Service.

  Kara Corwin
5 months ago
Thank you Chris Franks and team! Had a lot of work done to my Durango and a set of new tires! Any time I message Chris he gets right back to me! Great customer service! Thank you!

  J P
6 months ago
I've been taking my vehicle to Suburban in Farmington Hills for year's now and never had a bad experience, I drive almost 25 minutes to go there instead of going to the dealership a half mile from my house.Recently I had new tires and an alignment done at Belle Tire, after 2 weeks I began to experience worsening shaking in the front end, not wanting to return there for more poor service I call Suburban of FH. I ended up speaking with a gentleman named Nick Crosato, Nick told me I could bring my vehicle in same day to have it looked at eventhough it was Friday afternoon. Upon arrival I pulled into the check-In lane, met with Mr. Crosato who had my vehicle taken into service right away. Shortly after I was shown the results of the diagnosis and it appeared Belle Tire did not preform the alignment properly on my vehicle because the screen displayed red in every box indicating an improper alignment. The Suburban technician assigned to my vehicle assured me he would have everything aligned properly and road tested. Nick personally checked the results and explained everything in detail. When I left I felt like I was driving a brand new vehicle, I can't thank the team at Suburban for always doing quality work and giving me the confidence to trust them with my vehicle's. I will continue to be a return customer and refer them to this dealership, and thank you Nick for making sure the job was done right before I left with my vehicle.Service: Steering & suspension repair

  Dick Wykes
5 months ago
It was terrible. I took my car in to get the fuel pump fixed and 5 weeks and 2 car tows later, it was fixed. But, they didn't put the pump back together properly. The car leaked gas everywhere. It was so bad that the guy cutting the lawn stopped and noticed it leaking from the side of the car leaving a puddle. Basically left me with a legit bomb. Never use them again.Service: General repairs & maintenance

  Eunseok Lee
8 months ago
Josh received professionally and service was done swiftly. Experience was excellent.Thanks to Josh. Later found the front right bottom small mud guard was loosened and broken. I temporarily hung it over the edge.In the future , if a bit more detailed look at vehicle would be better. But overall today the service was way better than before. Thanks again to the team for efforts. Visit yesterday:Thanks Josh again for professional service in time delivery and job well done. Appreciate it.

  Michael Nunnery
7 months ago
Had to drop car off for 5 days for check engine light that was on. picked up when they said it was fixed. next day the check engine light went on again. now have to take back to dealership again. I think all they did is just reset the codes and perhaps did not really do any diagnostics really. Also, there was no rental cars available and they had 6 pages of people waiting for a rental car ahead of me so had to go 5 days no vehicle and now have to do this all over again on a new vehicle only a few months old. Wish they would have ran tests vs. just resetting or clearing codes.Service: General repairs & maintenance

  Sandra Lewis
6 months ago
Suburban Jeep did my oil change & tire rotation. I was leaving on a trip and they assured me all the fluids were topped of and the vehicle was in great shape. I waited inside for about 1/2 an hour while they worked. They had coffee, drinks, snacks and today's issue of USA. A pleasant surprise was that they washed my car too! What more could a customer ask for?Service: General repairs & maintenance

  Keegan okeefe
11 months ago
My service advisor was completely awesome. He was very helpful and easy to talk to during the interaction. My issues come with the service performed. I came in for a simple oil change and tire rotation. I did not have an appointment, but was told that wasn t a problem. I was greeted fairly quick, and was told I was the next car going in. The oil change and tire rotation took 1 hour 15 minutes to complete. That is absurd. A simple oil change and tire rotation should not take that long. When the services were completed, I asked for my inspection report. It was sent to my phone and once I opened it, there was zero information. Everything was just checked green. No tread depth information for my tires, no brake pad thickness. Nothing. I got home to find oil slightly dripping from the bottom of my car, the lack of clean up after the service was ridiculous. I take my car to the dealer so I don t have to do these things myself. Unfortunately I will not be returning to this dealer.