Extremely disappointing experience – would not recommend - stefandugas
Extremely disappointing experience – would not recommend EVER!
I purchased a new 2025 Ram Rebel from Renfrew Chrysler for approximately $90k+ and unfortunately, my experience with this dealership has been extremely disappointing from the initial sale right through to the after-sales service.
The problems actually started before I even took possession of the vehicle. During the sales process, I was sold powered tow mirrors, only to have OEM stock tow mirrors installed on the truck instead. I also paid for an auto lift kit designed to work with the factory four-corner air suspension, only to find out that an aftermarket Firestone rear lift kit had been installed instead. These were not minor details or misunderstandings that were never discussed. The equipment and options were confirmed several times throughout the sales process.
As a result of the dealership's mistakes and failure to deliver what was agreed upon, my brand-new truck ended up spending approximately a month back at the dealership after purchase while they attempted to sort out the issues. Not exactly the experience you expect after spending a large sum of money on a new vehicle.
Unfortunately, things haven't improved since then.
I have been dealing with an ongoing issue with the indicator lights on my mirrors not functioning following a key fob replacement and software flash. After bringing this to the attention of the service department, I was initially advised that technical tickets had been opened with Chrysler Canada engineers to investigate the issue. I was repeatedly left waiting for updates and eventually received no meaningful follow-up. (3 months and on going)
After getting nowhere with Renfrew, I opened a claim directly with Chrysler Canada. I was then informed that Renfrew had not actually taken any action toward resolving the issue and that there was no record of the technical cases or tickets their service department had previously told me were opened.
To make matters worse, Renfrew's proposed solution was to have me bring the vehicle back in for another diagnosis, essentially starting the entire process over again. At this point, I have completely lost confidence in their service department.
I have also had to follow up on a request for a partial refund of the Road Hazard Plus protection package I purchased, as I no longer wish to have any further dealings with this dealership.
Spending almost 6 figures on a new vehicle, I expected a reasonable level of customer service, communication, and accountability. Instead, I have experienced incorrect equipment being installed during the original sale, extended delays getting those mistakes addressed, poor communication, a lack of follow-through, and what I feel has been repeated misrepresentation of the actions being taken to resolve my concerns.
Unfortunately, after attempting to resolve these matters directly with the dealership and escalating my concerns without receiving any meaningful response, I have decided to take my business elsewhere.
I would strongly encourage anyone considering purchasing or servicing a vehicle at Renfrew Chrysler to do their research and read through the reviews before making a decision. My experience has been incredibly disappointing, and I would not recommend this dealership based on the service I have received from the sales department through to management and service.
If you have the option to go else where, i would exercise the right and steer clear of Renfrew Chrysler.
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