Crosstown Chrysler Dodge Jeep Ram

I’m normally not someone who leaves negative reviews, but after my recent experience with the service department, I felt it was important to share. My main issue was the lack of due diligence and transpar after my recent experience with the service department, I felt it was important to share. My main issue was the lack of due diligence and transparency before moving forward with what ended up becoming an extremely expensive diagnostic. I was initially quoted $230 for a diagnostic, which I agreed to because it could have been covered with warranty. However, after they were unable to determine the issue that same day, I was told they needed to keep the vehicle overnight for further diagnostics. This ultimately resulted in the total diagnostic charge increasing to $806 without any repairs being completed. What made the situation even more frustrating is that a simple step such as confirming whether my vehicle had warranty coverage still could have potentially been done beforehand with a quick phone call. Instead, my service advisor, Jamie, repeatedly stated that due to their policy they could not check warranty coverage until after the diagnostic was completed. I raised my concerns about this from the beginning, but unfortunately felt those concerns were dismissed. During a conversation with both Jamie and the service manager while discussing the situation, I also felt there was a lack of empathy and understanding toward my concerns. Rather than trying to better address the issue or explain possible options, Jamie ultimately walked away from the conversation while it was still being discussed, which left me feeling unheard and even more frustrated with how the situation was handled. After expressing my concerns further, one of the assistant service managers did attempt to help by reducing the charge from $806 to $600, and eventually down to $460, which I do appreciate. However, even with that reduction, paying $460 for diagnostics without any repairs still felt unreasonable especially considering that a reputable service shop definitely would have identified the issue much faster and at a significantly lower cost. Coming from a sales and service background myself, customer trust should always come first. Situations like this can often be avoided with better communication, transparency, and a little more effort to ensure customers fully understand their options before committing to costly services. I do appreciate the effort the assistant service manager made to try and mitigate the situation even though I do feel she still didn’t get where I was coming from and rather just offered some discount to get me out of there, but I strongly believe there needs to be better processes in place so customers don’t feel left in the dark, forced into decisions, or taken advantage of due to unclear policies. More