"Poor customer service and poor technical capability"
Had my Jeep Cherokee Trailhawk in SIX times between Sept 2018 and April 2019 to fix a leak issue. Every time it rains the front carpets are soaked. This is a warranty issue and did not cost me and I understand it can be a difficult problem to diagnose...however:
- they sent me home several times with wet carpets they failed to dry properly
- the carpets developed black mold which I drove with until it was discovered
- they cleaned and detailed it once
- left me with an empty gas tank after they presumably ran the engine to try and dry it out (temperature settings were set to the max)
- got it back this week and after inspecting under the carpets, found duct tape they used to hold together the sound proofing that had been hacked apart.
Is it fixed?...stay tuned until the next rain storm.
"Amazing Service! Amazing Team!"
I purchased a new 2018 RAM Sport from London City Chrysler in April 2018 and had a 4" Rough Country Lift and After Market Tire and Rims installed at the dealership. Recently i had an issue with the after market tires and brought the truck into the dealership to have it looked at. I was absolutely blown away by the staff and how they handled my situation. The staff went so far above and beyond to fix my situation that could ever be expected from any dealership. I am still in awe from the great service. A huge thank you to Jesse Hughes, Scott Oliver, Jeff Hobbs and Matt Rothwell. When the time comes, I will be back in a few years for another RAM!
Other Employees Tagged:
, Scott Oliver and Matt Rothwell
I purchased my car in February, it had a brick thrown through the passenger window so I took it into and I took it to London City Chrysler to be repaired.
Talking to the service advisor I told him I had no problem putting it through my insurance if the repair was going to cost more than my $500 deductible, after getting a quote he assured me I would be charged around $400 for the window, install and detailing package, so I agreed to go that route and live with the knicks on my window trim (another $200 to repair)
They gave me a loaner vehicle (which is the only reason I am giving 2 stars) while they kept my car for 3 days to repair.
When I picked my car up I was in total shock to see that they had damaged the front bumper of my car and tried to give it back to me that way - and of course there was no manager or anyone to deal with my issues at the time. So I took my car home and told them I would come pay for my bill when I could talk to a manager about the damage. When I got home and further inspected my car they hadn't even cleaned the center console and it was still loaded with broken glass, needless to say I was a very unhappy customer since they promised their excellent service when I purchased my vehicle.
Last night I finally got to talk to a manager, not only did they damage my bumper further trying to repair it by putting screws in it, but when I looked at my bill they had charged me $545.00! I would of went through my insurance if I had been quoted properly, and I would of got my window trim fixed as well. I was given no sort of discount for having to come back a second time, they took off the $45 for this misquote, so it would "match my deductible" .. I would of just gone through my insurance or gone to a junk yard and replaced the window myself..
The GM, Matt Rothwell was the only person who seemed to be disappointed in his team for letting a vehicle leave service in such poor condition.
Save yourself the headache.
Go somewhere else!
"2013 Ram 1500"
- Wayne's Ram
Mid June my pick up started shaking on way home from work.
Brought to London City Chrysler because they were closest dealership and check engine light was on. Truck not purchased at this dealership
Diagnosed low compression one cylinder. Bad cylinder head. Told service adviser replace both heads while your doing job. I was given free loaner to take back and forth to work. Replace gas.
Left head back ordered so job took 3 and a half weeks which was fine. Paid bill for work done.
12 days later started truck to return home from work and heard a loud noise. Engine would not run.
London City Chrysler give me loaner car again and towed truck back to shop. I think timing chain jumped sprocket and valve hit piston, London City Chrysler took ownership and installed reman engine. Picked up truck 2 and a half weeks later. Parked in driveway Wednesday night and puddle of oil under truck. Parked in different spot Thursday night and more oil under truck. Crawled under truck Friday morning and drain plug was loose. Hand tightened and no more leak. Returned to dealer Saturday morning and oil tech tightened plug with torque wrench. Everything seems good now. My dealings with service adviser Tina were very good. My dealings with service manager Jeff were very good. Tech's should be more careful.
Other Employees Tagged:
"They found the perfect vehicle for me"
When i was looking for a vehicle that fits my need and expectations i convinced myself that i would look around and see what places have to offer but after going in and speaking with the sales man Jay Mcormack and told him what i was looking for he had the perfect car in mind and worked with me for financing and set me up with some extras for my car i knew the second i test drove and seen this car that it was mine i will definitely be heading back there in a couple years for something newer it was a pleasure doing business at LCC and you FORSURE have my business!
"It's unfortunate you only have 5 stars for me to rate with!"
I purchased my first dodge, a 2011 Ram, 2 years ago (used) and could not have been more pleased with the total London City Chrysler Jeep Dodge experience. I purchased that vehicle from Peter Chan, who every time I was in, smiled and greeted me by name. All the service people, including Jeff Hobbs, Carrie Maguire, Joanna Lee made every visit the most stress free and helpful experience I have ever had with a vehicle.
Last week I purchased my second dodge, a 2016 Ram. The sales member Scott Payne stayed true to the experiences I've had with this company and treated me like he would like to be treated when making a vehicle purchase. He was very patient, helpful, spent an hour and a half running around with me (with a broken foot I might add) and did it all with a non pushy, relaxed attitude and did it all with a smile on my face.
I have always driven vehicles from the same company and because of poor service I told that company that they have lost my business, my children's business, and any other people I can tell that story to. London City has proven to me without a doubt that my business belongs to them. The owners of your company should be very proud of your staff
"Wow. Only word for it. "
I have now had my 2014 Ram for just over a year
Still treated as if I was there for the first time. The sales gentleman both Matt and the other Matt are genuine and down to earth !
Jeff over in service went above and beyond when I had a break in my headlight
After sending images to dodge quality control the requested more and more info.
Both Jeff and I laughed as this was just silly
When the new one arrived I was promptly contacted and it was installed quickly by Zack I was promptly contacted and it was installed quickly by Zack
Thanks again London City Chrysler
Looking forward to a hook up for a new hat and maybe a T-shirt next time im in to visit
"ok of a experience"
- Dodge girl
The location is good its clean most are friendly .Service is good its my 4 car from there this one is finally what I wanted .
"Matt Rothwell is exceptional !"
5 Stars easily ! Excellent overall experience at London City Chrysler both in sales and in after sales service. They look after you and treat you number one ! I had a recent experience with my new 2015 Grand Cherokee recently that required help. Special thanks to the team at London City Chrysler and I'd like to provide exceptional recognition to Matt Rothwell, Sales Manager. Matt has the customer as his top priority and went above and beyond to quickly address and resolve my issue. Matt is the best of best when it comes to customer service and as a result, I will remain a committed customer to London City Chrysler. Thank you again, Matt !
Other Employees Tagged:
, Matt Rothwell
Today was more of a personal matter.
I spoke with Mr Hobbs about my concern and he was very helpful, and took the time to go above and beyond to hopefully solve my issue involving my jeep and a third party. As for past service experience at this dealership, I would not take my jeep else where, it takes me an hour to get there as I since moved but we are dedicated to the dealership. Over all our experience is extremely satisfied with all our dealings regarding our jeep.
Again thanks to Don in the service department for being so very helpful and personable.