Recent Reviews from AutoNation Chrysler Dodge Jeep Ram and FIAT North Phoenix

The buying experience was pleasant enough...the service experience? Not so much. This place suffers from one MAJOR problem and that is total lack of communication. I’ve had my truck in for service multiple times and no matter what, you ABSOLUTELY will NEVER EVER be able to speak to a service advisor. The calls are routed to a third party contact center that handles multiple calls from various dealerships. They say they’ll pass on the information and to expect a call back. No call backs until the work is done...even if it’s days later. My service advisor always told me to email for a quicker response, but she never responded. Last year, my truck was there for over a week for 3 hours worth of service. It got to the point that I actually had to bum rides to the dealership just to speak with advisor. When I got there, I asked to speak with the service manager about the difficulty, or flat rate refusal to communicate. To say that he was disinterested would be an understandment. He couldn’t possibly care less. Fast forward six months....I received multiple recall letters in the mail for different reasons. Over the last month, I have sent my service advisor 3 separate emails trying to schedule an appointment. Not a single email was responded to. On Thursday, May 2nd, I called the main number at 8:00am to schedule an appointment. Not surprisingly, the call was routed to an answering service. I was told by a lady that only service advisors could schedule recall work. Big surprise. She said to expect a call back from a service advisor (I requested a different advisor than before) I asked her when I should expect a call and she responded, “probably within 15 minutes”. Now, i completely understood at that time that I’d have a better chance of hitting the powerball, but I let the call end. No call....it’s now FRIDAY night at 9:30pm. 38 hours later and no call. In my 41 years of life, I have NEVER dealt with a place or group of people that are less empathetic to people than this place. I have a 100k mile warranty on vehicle through the dealership so don’t have many other options. All I want is a service advisor that will return my calls and emails...is this too much to ask for? Apparently. For the person that moderates these reviews, I don’t care how “troubled” or “upset” that you are for my poor experience. Go ahead and list another telephone number for the service manager for me to call. I’ll call, I’ll leave a message....whether or not I get a call back is still up in the air. I simply want a service advisor that cares. Updated 5/7- Until I can figure out how to delete this review, I’ll provide an update. I received a call this morning from Steve who runs the customer service division. He was nice, helpful, and more than willing to be the main point man that will handle communication moving forward. He provided all direct contact information and I was impressed with him. Truck going in soon for service and I feel much better about getting somebody that truly cares.

Kelly Reed May 7, 2019

We had an 820am appointment on Friday to diagnose an issue we are having with our AC as a freon smell is coming through the vents. In addition the display unit keeps cutting out. We have a 2018 Chrysler Pacifica with 30k miles and have only owned for 4 months. Around 1pm on Friday I called for an update as we hadn’t heard anything - the rep told us the car was currently being diagnosed. After not hearing anything the rest of the day I called back around 5pm as I knew the shop would be closing soon - no one was available so I left a message. We got a call back at 523 telling us that our car wasn’t able to be diagnosed that day as that area of the shop was busy all day. We were also told that our appointment that day was with the service tech but did not guarantee that the tech diagnosing ac issues will be available. So effectively we dropped our car off to sit all day and were never told. In addition, at 523 the tech let us know that they are closed on Saturday and the car could probably get looked at on Monday, and he expected that we were just going to leave the van at the shop over the weekend. I don’t drive a van because it is cool, with three kids going the weekend without the van was not an option. This was the worst experience I have ever had at a service shop. The tech never planned on calling me to let me know the car was not getting diagnosed on this day and would stay for the weekend if I didn’t come pick it up. If I hadn’t called to check on the vehicle before closing I never would have heard from them, nor had a chance to pick it up for the weekend. It’s also disappointing that an appointment actually means nothing to this shop and I was never told there’s a chance I drop my car off at 820 am and do not get information on what is broke, let alone get the issue fixed. This is the first Chrysler I have ever bought and 4 months in the experience is faulty ac, faulty display, and terrible customer service. I do not recommend this location for your service needs, and would advice to not buy a Chrysler. The kicker was that I was quoted $58 for the oil change they also did, and the actual charge was $77 with no explanation or info on what changed.

Derek Geisinger May 6, 2019

Kelly Reed May 4, 2019

I have purchased from Autonation before, except it was in Colorado. But I will never purchase, nor recommend a friend to this Autonation again. To start out my rep Edwin Ortiz reached out via text, and upon meeting him in person it was a great experience. He helped me with the car, that was actually in Vegas and helped get it shipped to Autonation, and all of my logistics figured out. The real issue did not arise however until someone from Finance came out to discuss the extended warranty. I told him I wasn't very interested as my insurance covered enough but he expressed he would could get me a warranty that only increased my monthly 48 month loan by $21. I was ok with this offer as after doing calculations it came out to be a $1,000 service contract. I agreed and we proceeded to fill out paperwork, UNTIL I noticed that my loan had been changed to 66 months with the same monthly cost that we had before. Meaning, after calculations, it turned out to be a $4,000 contract. I explained that this is not what we agreed upon, and after many phone calls and visits I was able to meet with the GM who rewrote the contract to a point that we could agree. Moving forward I get my letter in the mail from my credit union stating that my loan was for the original contract. I once again went in to find out the wrong contract was sent in to my credit union and they would reverse that payment and send in the new one. All was good, until I got a phone call saying they could not reverse it, and we had to find another course of action. At this point, this is two months into the process, and not to mention my cars fluids were not full including my COOLANT and windshield fluid, along with I had to get my own emissions test as they had "failed" to do so. I move passed those details just trying to save myself thousands of dollars worth of interest and money I did not owe. I finally had a chance to meet with GM once again to find the best course of action, and his recommendation was to cancel the service contract on the original loan then reverting it to what it originally was. Although theoretically the problem was fixed, I spent nearly three months, to get it just as it should have been in the first place. So I asked if I would be given a free service contract or maybe something that could help reside the issue to keep me, the customer happy. However, that was the "best" they could do and I could tell they were tired of seeing me, a 19 year old in there dealership. I am happy my loan is finally figured out, but I am very upset that nothing was done to retain me as a proud Autonation supporter. Three months, and all I get is my original loan, and no help with the fluids I purchased, or all the hours on the phone, and in the office civilly trying to figure it out.

Lilperk99 Apr 11, 2019

The appointment was set for doing a oil change and tire rotation. I was told to inform them when I brought my truck in to let them know of other services needed. I informed my service advisor the truck needs fuel filter, wiper blades, and def fluid. Tires didn’t get rotated. Fuel filter life was at 6% when I picked the truck up so fuel filter was not replaced (was told it was denied). Oil life was not reset. My truck is how I make my living (field service tech for John Deere) so when I don’t have my truck I cannot get paid. So this why I take my truck in on the weekends. I have to use my own time to take the truck to and from the dealership. Very disappointed in the service I got. Ok I called the Gm and talked with him , was asked to give them a second chance. call in to the service manager and set a appointment up on Sat. 16, 2019. got to the dealer around 7:50 am talked with Bob Phillips let him know that the truck needs oil and filter change, fuel filters changed, tires rotated, rear diff. service, def fluid topped off and as much as they would allow to go in the bed of the truck. Was called at 1:41 pm your truck is done with said work requested was complete. drove from west side of town and dropped off to find my truck was not done. They had not topped the def fluid off so was asked to wait in the customer waiting area they just needed 5 min. then Bob came and got me and said they had put 5 gallons in the truck and none in the bed (Wow). when the truck was pulled around to the drive for me the attendant left the plastic on the seat and the paper in the floor. drove the truck home and looked at the tires and found that they had not been rotated. called and left a message with Bob's voice mail. Then another call maybe 10 mins later. Then drove back over to the dealer ship. Could not find Bob so the other gentleman ask what was up with the truck well I just had it in for some work and the tires were not rotated but was told it was done and I was charged for it. Bob came into the office with a customer and ask me what I needed and I said I would wait till you are done with your customer. Bob came out to me on the service drive and said that he forgot to tell me that the tech told him he could not lift the truck (one story was the truck was to heavy. The other was a truck was on the lift for three days) bottom line it did not get done. then he said he would credit the charge. will get in touch with my fleet manager to make sure Enterprise did get the revised bill. Now just can't trust that the other work was done. Very disgusted with the over all serviced I got.

Randy Parker Mar 21, 2019

If you are looking for a place to buy a new car, you may wish to look elsewhere. Think, before you 'Drive Pink'. We came in looking at a new Wrangler Unlimited. The dealership did not have exactly what I wanted, so they located one at a nearby dealership. After making the deal, which took a several hours, the jeep they located for the deal was not available. The dealership offered to sell me their unit and would install the extras needed (four rounds of paperwork later). We purchased their unit with these assurances. Big Mistake! Although the sales aspect of it was reasonably pleasant, this is the third week we have been trying to get the extras installed. The Service Rep (Name I had to remove here), failed to return no less than a dozen calls, forcing me to present at the dealership. Sales tried to steer me to service, but I felt that was not my place to correct their behavior as they were not employees of mine. I asked for a manager. I spoke with one of the sales managers, He assured me I would just need to let them know when I wanted to bring the car in, and they would take care of it. Sales called a day or so later, asking if I could bring the car in Friday for one of the extras to be installed (almost 3 weeks after purchase). I advised I would and they asked me to reach out to my service rep. I presented to her for the install, and she did not have the scope of work. She advised she was 'unaware', despite my written proof to her of the contrary. I left with the Jeep and escalated my concerns. I won't bother you with all the back and forth with the dealer. Suffice it to say, it took almost 90 days to recover the funds I was over charged for this transaction (the options they promised to install for free, were actually charged to me hidden in the paperwork). I had to deal with the Sales Manager directly to accomplish this. My Jeep is still not optioned as they promised, and I am the one holding the bag. I will never buy another vehicle from this dealer. This experience was deplorable, and I cannot tell you how disappointed I am. This was a 50th birthday present. It was a wonderful way to ruin a monumental birthday. It is no wonder why they have the terrible reviews they do. I am following up with Jeep customer service.

geauxt92 Sep 18, 2018

If you are looking for a place to buy a new car, you may wish to look elsewhere. THINK, before you 'Drive Pink'. We came in looking at a new Wrangler Unlimited. The dealership did not have exactly what I wanted, so they located one at a nearby dealership. After making the deal, which took a several hours, the jeep they located for the deal was not available. The dealership offered to sell me their unit and would install the extras needed (four rounds of paperwork later). We purchased their unit with these assurances. Big Mistake! Although the sales aspect of it was reasonably pleasant, this is the third week we have been trying to get the extras installed. Maureen, failed to return no less than a dozen calls, forcing me to present at the dealership. Sales tried to steer me to service, but I felt that was not my place to correct their behavior as they were not employees of mine. I asked for a manager. I spoke with one of the sales managers, Matt. He assured me I would just need to let them know when I wanted to bring the car in, and they would take care of it. Sales called a day or so later, asking if I could bring the car in Friday for one of the extras to be installed (almost 3 weeks after purchase). I advised I would and they asked me to reach out to Maureen. I presented to Maureen for the install, and she did not have the scope of work. She advised she was 'unaware', despite my written proof to her of the contrary. I left with the Jeep and escalated my concerns. I won't bother you with all the back and forth with the dealer. Suffice it to say, it took almost 90 days to recover the funds I was over charged for this transaction (the options they promised to install for free, were actually charged to me hidden in the paperwork). I had to deal with the Sales Manager directly to accomplish this. My Jeep is still not optioned as they promised, and I am the one holding the bag. I will never buy another vehicle from Autonation. This experience was deplorable, and I cannot tell you how disappointed I am. This was a 50th birthday present. It was a wonderful way to RUIN a monumental birthday. It is no wonder why they have the terrible reviews they do. I am following up with Jeep customer service.

Derek C Sep 18, 2018

I'd give Zero stars if it was an option. We just left this dealer with my Father (he's 68 with multiple health issues). My Father bought a vehicle from a so called friend that worked in sales about a year and a half ago. He bought a 2016 Dodge RAM work truck with NO bells and whistles. The finance person was slick (aren't they all), and added in an after market warranty and GAP coverage. My husband owns an automotive repair shop and no one in our family ever buys the after market extended items. My Father did not want or need this coverage. He has owned the vehicle for 19 months and has put on 19,500 miles, which would mean any issues would be still under a factory warranty. My Father recently had a hip replaced and his diabetes is terrible, with other health issues, he can no longer get in and out of the vehicle. We went with him to trade it in for a crossover at Honda and Honda mentioned that he was upside down and a huge part of that upside down is the aftermarket and gap (totaling $3,000!). This is when we found out they slipped in the extra unnecessary coverage. We went with my Father to this dealership to help him get back the funds he has over paid because of the careless finance department. The finance manager said the only option was to sign off the extras and they'd put the rest of the money towards the loan. We know this to be NOT true. My husband and I owned a Dodge Laramie truck a few years ago and the same thing happened and we called in and got the money back in a check that day! The people at this location are not only heartless but scam artists. I would not recommend doing business with them especially if your older. Senior citizens be ware and don't sign anything without reading it. My next call is to the CFPB because I am tired of sales people sneaking items on to car loans. They get quick cash but don't do anything to help anyone in need. I wonder if we went to trade it in at Dodge if they'd give the $3,000 towards a new vehicle? If it benefits the dealer I'm sure they'd figure out how to use it. My Father really needed the funds to put down on another vehicle to help him get out from under this horrible purchase and in to something he can get in and out of (physically), and of course the dealer found a way to keep the money in house and not help a person. I just can't believe they'd send us out the door and make my Father feel like a fool when it was their fault. The finance manager literally smirked at us knowing he was getting one over. It felt like they did it for a quick laugh. Whomever runs this dealership should be ashamed.

Cassandra Mueller Jun 13, 2018

I have a 2015 Jeep Wrangler Unlimited. I was having problems with it not starting intermittently and had gotten stranded the prior day. I took it in and indicated that my husband had the battery tested and it was good, so I decided to bring it in. I also told the service manager that I was working with that when my husband removed the battery, one of the connections was loose, so when he put it back in, he made sure he tightened it. I acknowledged that could have been the problem all along, but would like to have it checked to be sure it wasnt the starter, the alternator or something else. At this point things were fine. I dropped it off Monday morning at 7:30. The service manager said she would call me to let me know what was going on. Their transport gave me a ride home and I went about my day. By noon, no call. By 1:00 no call and although I had no idea how many jobs they had that day, I thought I would call to see if they had the chance to look at it. A receptionist answered and said that my service manager Maureen was with another guest, but she would tell her to call me back in about 15 mins. By 3:00, I had no call back, so I called again. They said they would leave her another message. Around 3:30, she called me back and said the car had behaved all day, so they would like to keep it overnight to do a cold start in the morning, just to be sure it started and she would call me in the morning to let me know if I could come get it. Morning goes by, no call. Around noon, I call, a lovely young woman tells me she will leave a message for Maureen to call me back...again. i say o.k. and continue working. Maureen calls me around 1:00 and tells me, the technician thinks it may be the alternator or something else, but both are covered under my factory warranted, so either way, there will be no charge. She says she will let him continue working on it if that o.k. I agree, but tell her I would like to know if they are going to keep it again because I have to arrange transportation. She agrees and says she'll call me in a couple hours to let me know what's going on. By 3:00 I have no call back, so I call again. I again get told they will give her the message to call me back and it should only be a few minutes. By 4:30 still no call. I try to call one more time, and of course do not get her but this time was able to dial direct and leave her a message, so I ask my husband to come pick me up from work, leave work at 5:30, and head to the dealership so that I can follow up in person. We get there and she says to me she tried to call me right back the last time I called but I probably hadn't even hung up yet. One would think, if you were calling someone and really thought he or she was still leaving a message for you, you would wait a minute and call back. That did not happen however. We get there, she looks up the information and tells me that they still aren't sure, and they now think it may have been a lose battery cable (which was not loose because my husband tightened everything under the hood before we took it in, which I told her when I dropped it off), and they would now like to keep it yet another night to be sure. She said if it started in the morning, they would have it washed and I could pick it up in the morning. She also indicated they were not going to charge me if that was all it was. Next morning, I get a ride to work, by 11:00, you guessed it, no call. I call and leave a message directly for Maureen and request a call back to see if I can come pick it up. Hours go by and no call back. I call the general number at about 3:00 and tell the receptionist that my service manager never calls when she says she will, and they have now had my jeep for 4 days to tell me it might be a loose battery cable, and I no longer want to speak to her, I would like to speak to her manager. She tells me there are no managers available, but she will send an urgent message for one to call me back right away. Miraculously, about 3 minutes after I hang up, Maureen calls me and tells me that they did tighten a battery cable and the car has an aftermarket alarm so the technician wanted to make sure there was no wiring issue with the alarm. I tell her I don't think that's the case because I bought the car brand new, and I didn't have an aftermarket alarm installed. She tells me that some dealers preorder cars with them already in it, so I probably didnt know I had it, but all seemed to be fine, so they were sending it to be washed and I could pick it up around 3:30. I then leave work early, and go to get it around 4:00. I ask her about the alarm while I wait for them to bring it, she tells me the same thing and then thanks me for letting them keep it to "be sure" all was ok. At this point, I just want my car, so I don't argue as I do not trust them to work on my car further anyway. What she didn't know is that my husband worked as a manager for a company that installed aftermarket car alarms for 8 year and I know for a fact, the the alarm in my car is a factory alarm. My husband checked under the hood and there is no evidence that they even looked under my hood. There is undisturbed dust, no finger prints, and no evidence of any type of inspection. If they did look at it, they have the stealthiest hands as to not disturb any dust or anything. They had my car for 4 days. If it was a loose battery cable, that is a 2 min fix and I should have had it the same day. I didnt even mind them keeping it overnight just to make sure they weren't missing the problem, but beyond that, I was given a lot of excuses in my opinion. My biggest problem is that they never delivered on their commitments. There is not one time I got a call back when they said they were going to. I understand people get busy, but if you say you are going to call someone in the morning, and you don't call until 3:30pm, that isn't exactly morning. I would recommend that if you don't think you'll be able to get to someone until afternoon or evening, just say that. Set realistic expectations so you can delivery on your commitments to your customers. I also, feel that the response I got about was was wrong, was completely untrue. If you cant find anything, just say that. Don't makeup tales about aftermarket alarms. You never know what your clients might do for a living. I brought my car to the dealership as to not void my warranty not because I don't know anything about cars or alarms. I will not be doing business there again. I would not have a car serviced there, and I would not buy a car there. I would not recommend them.

Rachel Ronfeldt Apr 23, 2018

I took my 2015 Jeep Wrangler Unlimited in because it was not starting intermittently. After 3 days of not returning calls for calling when I was told I would get calls I was finally told if it starts in the morning, she will call me and I can pick it up. the 4th morning, I get a ride to work, by 11:00, you guessed it, no call. I call and leave a message directly for Maureen and request a call back to see if I can come pick it up. Hours go by and no call back. I call the general number at about 3:00 and tell the receptionist that my service manager never calls when she says she will, and they have now had my jeep for 4 days to tell me it might be a loose battery cable, and I no longer want to speak to her, I would like to speak to her manager. She tells me there are no managers available, but she will send an urgent message for one to call me back right away. Miraculously, about 3 minutes after I hang up, Maureen calls me and tells me that they did tighten a battery cable and the car has an aftermarket alarm so the technician wanted to make sure there was no wiring issue with the alarm. I tell her I don't think that's the case because I bought the car brand new, and I didn't have an aftermarket alarm installed. She tells me that some dealers preorder cars with them already in it, so I probably didnt know I had it, but all seemed to be fine, so they were sending it to be washed and I could pick it up around 3:30. I then leave work early, and go to get it around 4:00. I ask her about the alarm while I wait for them to bring it, she tells me the same thing and then thanks me for letting them keep it to "be sure" all was ok. At this point, I just want my car, so I don't argue as I do not trust them to work on my car further anyway. What she didn't know is that my husband worked as a manager for a company that installed aftermarket car alarms for 8 year and I know for a fact, the the alarm in my car is a factory alarm. My husband checked under the hood and there is no evidence that they even looked under my hood. There is undisturbed dust, no finger prints, and no evidence of any type of inspection. If they did look at it, they have the stealthiest hands as to not disturb any dust or anything. They had my car for 4 days. If it was a loose battery cable, that is a 2 min fix and I should have had it the same day. I didnt even mind them keeping it overnight just to make sure they weren't missing the problem, but beyond that, I was given a lot of excuses in my opinion. My biggest problem is that they never delivered on their commitments. There is not one time I got a call back when they said they were going to. I understand people get busy, but if you say you are going to call someone in the morning, and you don't call until 3:30pm, that isn't exactly morning. I would recommend that if you don't think you'll be able to get to someone until afternoon or evening, just say that. Set realistic expectations so you can delivery on your commitments to your customers. I also, feel that the response I got about was was wrong, was completely untrue. If you cant find anything, just say that. Don't makeup tales about aftermarket alarms. You never know what your clients might do for a living. I brought my car to the dealership as to not void my warranty not because I don't know anything about cars or alarms. I will not be doing business there again. I would not have a car serviced there, and I would not buy a car there. I would not recommend them.

Rachel Apr 23, 2018

2015 Ram 2500 Diesel Service issues: Service advisor Maureen always friendly and helpful-read below for issues: • Fluid leaking near right rear tire-likely brake fluid: Per service advisor-tech made no mention of issues, despite rotating tires and marking right rear brake pad at 9mm. When I picked up the vehicle and discovered the issue was not addressed, I grabbed a paper towel, wiped under the leaking area and showed it to the service advisor-fresh fluid easily visible. Advisor stated vehicle was safe to drive and issue would be resolved “when vehicle returned to shop to replace warranty parts ordered”. • Rotate tires: Tires rotated, but tech did not adjust tire pressure for location-had to remove 20lbs psi from front, and add 20lbs psi to rear tires to meet manufacturer’s recommendations. • Oil change: Tech did not reset oil life indicator after changing oil. • Top off all fluids: Windshield wiper fluid near empty-had to ask service advisor to resolve prior to leaving. • Warranty-after bringing vehicle in 4 times for warranty work, the item will now be replaced. • (FYI-I always open the hood to ensure the oil cap at least looks like someone touched it…doesn’t guarantee they changed the oil, or put in sufficient oil-as discovered on a previous visit, but at least it’s a start…) I called to talk to the service advisor, and when she was unavailable, requested the service manager-who was also unavailable. I requested to be contacted ASAP to resolve issues, and my review would be based on such (to be fair, I contacted them Saturday at 330, and it is now Monday, 915-but if I can receive a survey request, surely a manager can pick up a phone). Individually, these issues could be ignored, but the basics of “service” were not completed as expected, which left me to wonder what else was marked done, but wasn’t. Trust is a brand that once lost, is hard to regain, and this not the first time I’ve had issues with the service department. Maureen the service advisor is always pleasant to deal with, as is the cashier, but when you pay for “service” that isn’t performed to a basic level, the entire department is discredited. Recommendations: • Provide sufficient staffing for, and have an advisor verify service is performed properly until the techs meet a percentage of “work completed as expected”. Tell your clients this…if we know someone is verifying the work, we drive away feeling more confident that you care about the service as much as you care about the payment. • Rather than having the receptionist to say “the service manager will call you when he can”, provide the customer with a specific timeframe: example: “within 24 hours, or Monday by noon” • Have rental vehicles available-nothing is worse than spending tens of thousands of dollars on a vehicle, hundreds more on service, only to be informed that the company can’t afford a 30 dollar/day rental for you. **Get rid of the phone tree-it took multiple calls over several hours, leaving messages on VM and with the receptionist to discover if my vehicle was ready to be picked up.

Rob Aldrich Nov 20, 2017

What do I think about the Dealership .. If I could give them a minus 5 I would .. Here's way .. I bought my 3rd car from them in May of 2015 .. It was 2015 Dodge Challenger .. The car had a sticker on it stating there is a package called a "Go Fast" .. The package was valued at $7559 .. I was told the car has extra horsepower (20 to be exact) .. I not being a mechanic believed the salesman .. I also bought the tire warranty and a paint warranty which I will talk about later .. Fast forward to the first oil change that was done .. I brought the car in and while I was looking for the salesman , a manager was outside .. They had a blue SRT there and the manager asked if I was looking for a new car and I advised I was here for the oil change .. He then asked which car was mine .. I said it is the green and black and he then said "that is the car we did a lot of work to. Do you want to trade Key for Key" .. I thanked him however I declined because I liked my car .. Fast forward to the second oil change and I ask the service guy want is the "Go Fast" package and he did not know at this time the parts manager walked over and asked me how I liked the car .. I told him I love the car .. He then asked if I liked the feel when the Cold Air Intake kicks in .. I tol d him there is no Cold Air Intake and he said yes there is pop the hood .. I popped the hood and he said there it is and he stopped and he said your right it doesn't have it .. The parts manager then tells me the car was to have the Scatcat package # 1 in it however the dealership couldn't get the parts .. He then said the Dealership didn't want to keep the car in the inventory so it was put on the sales floor .. One of the salesman actually tracked down what is in the car and he emailed the info to me .. I printed it and I brought the info to dealership near my home and they gave me a price for the items .. Their price with markup was $3414 and AutoNation charged over $7500 .. Crazy I know .. I then called the finance guy (AJ) and he said "I can sell a car for any price I want to" .. I was floored .. I called my wife to tell her and she called AutoNation and spoke with a manager and when I arrived at home I told him what happened and the manager said he would call us back in a few days .. That was a year ago .. I have since seen a car I wanted to get and I wanted to trade my car in .. I went too 2 different dealership's and they wanted to give me 22-23 thousand for the book value and that didn't include the "Go Fast" package .. So today 11/5/2017 I went to AutoNation because I was told they will do much better .. What they offered was an insult at 19 thousand and that didn't include the "Go Fast" package .. Not sure were to go from here but if I can save 1 person from being taken advantage of then I guess my story did what was needed .. It's funny because loyalty means something to me as AutoNation is a good 60 miles from my home and there is a dodge dealership about 3 miles from my home and I went to AutoNation .. Thank you for reading and please don't go there if you are a loyal person because they won't return your loyalty ... Oh by the way the warranty's .. First the tire .. I had 1 tire that was going flat all of the time and I had it fixed multiple times and they wouldn't replace it and the finance guy when buying the car told me the warranty is for 5 years and I could go to AutoNation 4 years and 364 days and get new tires no questions asked and that was a lie .. Thanks again for reading ..

Kevin Sirois Nov 5, 2017

BAD customer service in sales! We found a Prius on eBay that we wanted to buy, listed by Autonation in Phoenix. We did our research on it, but by the time we were ready, it was no longer on eBay. However, it was still available on the lot at Autonation in Phoenix. We phoned them, determined the full out-the-door price, and scheduled a time to pick it up. We live in Tucson so figured we could drive up, pick up the car, and get back to Tucson in less than 4 hours. We went to our bank and got a cashier’s check for the full amount of the purchase, and drove to Phoenix for our scheduled appointment. The very first thing we were told when we walked in and met with the sales person was that we had to fill out a financing application. We explained that we weren’t interested in financing, that we had a cashier’s check for the full amount (sitting there on the desk.) We were then told that it was a state law that they had to have that information. That was a lie. The truth is that if you buy a vehicle that costs over $10,000 with cash (a bag full of paper bills) the dealer has to disclose this to the IRS on a form 8300, which includes this information: name, address, social security number. That is all. First of all, a cashier’s check is not considered “cash” for purposes of this disclosure. This is from the IRS website: • The purchase of a vehicle with a cashier's check, bank draft, traveler's check or money order with a face amount of more than $10,000 is not treated as cash and a business does not have to file Form 8300 when it receives them. But additionally, the financing form asked such personal questions as the value of our home, the amount remaining on our mortgage, and names and contact information of several friends! Stupidly, we filled out the form, but again emphasized that we had no interest in financing. Here’s the cashier’s check! The sales person then disappeared to have the car cleaned (they knew we were coming, why wasn’t it ready?) In the meantime, another person came out and TRIED TO SELL US FINANCING! We again said we weren’t interested, and when can we get the car. The sales person came back half an hour later and said they were finished with the outside, and now they will start cleaning the inside. Maybe we’d like to go get some lunch? Uh, no. After being there several hours, being forced to listen to multiple up-sale attempts, and waiting waiting waiting, we finally got out of there with the car. I asked the sales person to shred the financing application and she said that would be done “after the information is downloaded.” The car only had one key, though it was a late model. We need two keys, and the dealer agreed to pay for the cost of an additional one, which we would have to get through our local Toyota dealer in Tucson. We had a document for that, but when we took it to the dealer in Tucson to get the key, and they called Autonation to confirm the payment, they couldn’t get anyone to talk to them on the phone. We paid for the key (over $300) and then started to try to get the reimbursement from Autonation. After many phone calls and emails, we were finally reimbursed several weeks later. So, all I can say is heed our experience. First of all, do NOT fall for the “it’s a state law that you must disclose all this personal financial information if you are buying a car with a cashier’s check.” They are trying to sell you financing in order to make more money off of you than the cost of the car. Don’t tell them anything that isn’t necessary in order to register your car. They now have all that information about us. Don’t let it happen to you. I’ve always considered car buying directly from a dealer worse than dental work without anesthesia. This experience with Autonation Phoenix confirmed that. Never again!

Sara Wright Aug 30, 2017

Very dissatisfied with the service I received from the service department. Made a service appointment with Zach bright and early for a 8am on Tuesday. When I arrived, I waited in the service bay for almost a full 10 min before anyone even asked if I had been greeted yet (all while the lady who pulled in front of me is standing in the service bay looking lost because she too was never greeted). Finally met with the service advisor Zach, told him my issues and proceeded to go sign off on the paper and get a loaner car (which I asked for when I made my appointment). Zach explained that the diagnostics fee would be $65 dollars but they can not give me a loaner vehicle due to they did not have any to give out. I was offered a courtesy shuttle drive if I was within a 10 mile radius of the dealership. I explained I would have never made the service appointment if I would not be able to get a loaner car due to my work is 40 miles from the dealership. He then asked if I could drive a manual car, I said yes and what do you know, they just so happened to have one. Zach told me it was $35 a day for the loaner which I was aware of due to it was not a certain that my issue was covered under warranty. I was told I'd be getting a phone call come early afternoon with the diagnosis. I didn't receive a call until almost 430pm with the news. The news, they couldn't complete the diagnosis. They just finished testing the battery and it came back as being perfect and that they need to keep the vehicle until tomorrow so they can test the alternator and another component and that they just wouldn't be able to get to it the same day because the technician who does it is not there. So now I'm stuck with the loaner car still unsure if my issue is covered under warranty or not because they could not finish a diagnosis in a 10hr time frame (it was almost 9am before I was able to leave the service drive, they close their service drive at 7). So on day 2 of them having my car I was told the pervious day by Zach that I'd be getting a call late morning/early afternoon with the actually diagnosis results. I never got a call, I had to call and leave a message for him to call me with a status. He called with a status...there really wasn't a status, they still have to do diagnosis to figure out what's wrong. Alright, well a few more hours go by and Zach calls with the actual diagnosis and that it was being sent off to be approve by warranty. Well it came back as a component that isn't covered under warranty so it was denied, Zach stated that everything else but the one part is covered. Which I get, warranties don't cover everything but I needed the diagnosis to know exactly what was wrong. I asked what the cost to fix it would be, which was a lot more than I was hoping for so I told him that I'd have to wait a little bit to have the funds and that I'd be by in a few to pay the $65 diagnosis along with the loaner vehicle cost and if I can get a printed out quote of the repair. After I said that things shifted, the diagnosis of $65 which Zach hand wrote on my initial paperwork in the service drive, was now $135 because they "had to spend extra time". I never signed for a $135 diagnosis fee and was told it would be $65. So my $65 diagnoses fee became $135 and because they couldn't diagnose my car in the 10hrs it was there the first day, I now had to pay $70 for the loaner vehicle. Never during any of the pervious conversations was it mentioned that the diagnosis fee was going to go from the $65 that I was told to $135 because of them having to spend extra time. My question is why am I being charged more for "extra time" when it couldn't even get diagnosed within the 10hrs it was there the first day? I have been going to autonation dodge since 2010 and this is the worst customer service experience I have ever received not just from autonation dodge, but from any dealership I have ever been to. I will no longer be doing service at autonation dodge, I will go to any other autonation but here.

Alex Marshall Jul 26, 2017

I will never bring my Jeep here again! Called and scheduled an appointment for 7am on Friday June 30th, got there and was told the techs would look it over and that they would at least have it for a day or 2. No rentals were available as the holiday was the following week, no problem as I had the time off but a bit of an inconvenience. Got a call that afternoon stating the tech was just getting to it and that it will still be a couple days. The next time I heard from them was Wednesday the 5th. Stating what the issues were and that it was approved through the Warranty and I should have it the following day. Now, I have to have my husband carpool me to work because I was still not offered a rental. Never heard back on Thursday. Friday after I called to get the status I was finally told that the part I needed was declined via the Warranty (I had been told previously that this was a suspension issue) the part needed was a Tie Rod (steering issue). I looked over my warranty and low and behold THAT is covered. After trying to get in touch with my service advisor and told she had the day off I asked for the manager, got his voicemail and left a message. I decided to take it upon myself and call my warranty AutoNation VPP, I asked why the part was being declined when it clearly shows that it’s covered. Was told that the part being asked for by the service dept. was the Drag Link, a totally separate piece but still shows as covered under warranty. He says to me there must be a miscommunication. What “miscommunication”; do I need a tie rod or drag link and why am I the one trying to figure this out? Finally was told that all was approved and they are sending the claim back to the dealership. All these phone calls are being initiated by me on Friday the 7th. Called the dealership back was told it was now waiting for approval and that they have a rental car for me because this could be another day. It is now Monday, I had to call AGAIN to get the status and was told the tech that was working on my Jeep is on vacation so another tech is going to finish up. What? The approval for the work was given at 1:23pm on Friday, did you do absolutely NOTHING with her over the weekend? Told that the job should be done tomorrow…we’ll see. Not only is the communication nonexistent, they make you feel like you’re a pain for calling in and trying to follow up. I never heard from the Manager Eric. I will say however, Maureen was my advisor, was pleasant and is working with me but I hope the last call I get from her is to tell me they are finally done. They will never deal with me again and will NEVER get a referral!

Shilo Thornton Jul 10, 2017

My son purchased a 2013 vehicle at Autonation Chrysler 1 month ago. The car was sold to him (and advertised) as Cert. Preowned. Long story, short, by time he got home with the vehicle, it had "developed" a very bad knocking noise. We immed. notified the dealership. The next day, my son headed out to take the vehicle to have a diagnostic done and it broke down. $300 tow later, the vehicle has been in the shop at Autonation Subaru for the last month. We have since learned that the car had many modifications that the dealership removed prior to selling. We learned that it was not actually a cert. pre-owned vehicle (even though we have a copy of the ad and window warranty paperwork that both state cert. pre-owned vehicle. We have requested that the GM contact us about this matter and to discuss the tow reimbursement, but cannot even get anyone at Autonation Chrysler or Autonation Subaru to give us his/her name or email. Everyone keeps telling us they don't know who the GM is.... In the last month while the car is being worked on, the techs and service advisor have all gone on vacations, and have all been sick. So here my son sits, exactly 1 month later. The first payment is due in a week and he has no vehicle. I will not even go into the entire no haggle nonsense, the sales people telling him that he would need one amount down to purchase and changed that amount 3 times until he had put 8K down. Then still giving him an awful interest rate. This was his first time purchasing through a dealership. Autonation has used every disreputable tactic in the book! Not to mention selling an extended warranty on a vehicle that they knew it might not cover. So before I get the standard response from Autonation to call the GM to discuss ways to work towards resolving this issue, I challenge the GM at the Chrysler dealership to discuss this vehicle with the service mgr at the Subaru dealership. I challenge him/her to address this matter by contacting me. The service mgr @ Subaru has our contact info.

Tracy Thomas May 2, 2017

I was looking for a slightly used Ram 2500, and I found just what I was looking for. I had a brief conversion with a used car associate, and I told him I was in a hurry. He suggested, if had 10-15 minutes, I should get my truck appraised. Floyd, the used car manager reviewed my truck and said he would send me a quote later as I had to leave. No pressure everything seemed low key, just how I like it. While I was at dinner, I received a call from Floyd who provided me with the numbers on both trucks, mine and the one I was interested in buying. The next day I came down and purchased the vehicle, all went well. They tried up selling me on warranties, from paint, oil, interior to tires. I get it, but I did purchase the extended warranty to cover what the power train warranty doesn't. That night I took the truck home and found body damage. I returned to the dealership the next morning and was promised they would take care of the damage. I just got my truck back with the body damage was repaired, but they broke my top cap to the bed and tried gluing back down, obviously it didn't because it didn't stay glued down. The fender flare was also popping off. I didn't mind since I've order bushwackers to replace the old stock flares. I will call them tomorrow to ask for a replacement top cap since they damaged it during the repairs. Now for the perplexing item. I've been waiting for 40 days for my tags to arrive. I've received a better financing rate, from my credit union, but they will not fund the loan with a temporary tags. I went in at day 20 asking why DVM has yet to receive the proper paper work to complete my tags. Today, I called back and got the runaround and was told I would probably get an extension. I told the associate I didn't want a extension and shouldn't have to wait. I proceeded to send Floyd an email. He responded with we have 45 days to get your paper work submitted to DMV. I know this seems like small potatoes, but it is important to me. They got their money, now I want my tags so I can lower monthly payment, but their lack of urgency will cost me time and money. Signed, They almost got it right! PS. They still have time to make this right!

Not Happy. May 1, 2017

My Wife and I recently purchased a used 2011 Jeep Grand Cherokee from the AutoNation Chrysler Dodge Jeep Ram North Phoenix dealership. I have purchased two other new vehicles here and have always had a satisfactory experience. During this most recent purchase all was going well, we were dealing with two outstanding salesmen Bruce Balicki and Jerry Peterson, both gentlemen I would highly recommend to assist you to find your next vehicle. Where I had an unusual issue was during the inevitable discussion with finance about the up sale to a vehicle protection plan. We were dealing with a Ronnie Wertz, he was expectantly pushing their plans and I wasn’t planning on buying one so it was no more contentious than I would expect until this happened after Ronnie left the table: A gentleman came over to the table and once more tried to up sell the protection plan, when asked his title, I think he stated he was the finance director and at this time I cannot remember his name. He continued the up sale and ran some numbers by us that were interesting but still not something I was ready to bite on. The usual back and forth with a few proposals and we came to an agreement; if he could hit the numbers I proposed we had a deal, Ronnie was at the table at that time and the “Director” instructed him to rewrite the contract to reflect the agreed amount. When Ronnie returned it began to go in an unfavorable direction. The paper work was presented to me, I looked it over and the number we agreed on was not met, not much but enough that when asked I stated that it was still off by a little over a hundred. Ronnie looked frustrated and just at that time the Director walked by leaving the facility, we shouted over if that did it and I told him we were still off by a little over a hundred dollars. The director asked Ronnie if he had done what he was supposed to and Ronnie stated that he had given both my discount and their discount, the Director then stated that perhaps they should just pull it off of the purchase and walked away. It was at this point Ronnie Wertz began to tell me that if it was he buying the vehicle he would place his wife first and not worry about the numbers, he went so far as to state that he wouldn’t even look at them just sign the paperwork because his wife was too valuable to even consider not purchasing it. Remember my Wife and I are sitting together at this table with Ronnie and here he is trying to shame me in front of her. I quickly became offended and very upset and finally had to interrupt him to state that I was merely asked if the numbers we agreed on were correct and I simply stated that they were not. I also stated that for the hundred plus dollars I would still sign the contract but took great offense to not only his tone and demeanor but the inference that I thought any less of my Wife. Ronnie did not apologize he just stated that he was only speaking for himself. I sat there stunned for a moment as he began to place the documents in front of us realizing that during a purchase of vehicle at an establishment I have personally recommended and purchased two New vehicles, I and my wife were being humiliated by the Finance department. I interrupted him once again and stated that I did not need to be shamed by him nor would I tolerate him speaking to us in that manner, I then asked if there was another person that could assist us through the remainder of the process (BTW we had been there since approximately Noon 30 and it was very near 5pm), he said there was and he left and Matt from finance came over and walked us through the remaining signatures without so much as an acknowledgement as to why he was there. We did not have to deal with Ronnie Wertz again and I will refuse to deal with him in any future purchases I may make at this dealership. This was one of the most unprofessional individuals I have ever dealt with and I hope that if you choose to do business at this facility you either do not have to deal with him or have a better experience. I am very disappointed in the Finance department at the AutoNation Chrysler Dodge Jeep Ram North Phoenix dealership, if this is the caliber of person they allow to deal with the public they need to rethink their program. Sales staff gets an A+, Finance you failed miserably.

Daniel Matta Feb 3, 2017

Think twice before buying a car here! The so called “Sales Managers” are the most ignorant I’ve seen at any dealership. I have a clear case of breach of contract. I have a “We Owe” to add navigation to a vehicle, which I paid full price for($595.00) that the dealer did not wish to honor after the fact. This is documented in writing on the purchase agreement, we owe, and several other places. The sales manager assumed that the current system was NAV ready and assured me that I would not have any problems having navigation added. When they realized that they had to replace the entire unit, they changed their mind about having it added. In good faith I opted for a refund rather than pursue legal action. The vehicle was purchased for my son as a gift and I had already given it to him and I wasn’t willing to take it back. That said, I asked for them to refund me the money for the navigation which they agreed to do but claimed that they had to wait for the loan to fund; even though I had given them a down payment that exceeded the cost of the navigation. I inquired several times about the refund and was brushed off. I explained that there was a down payment in cash that exceeds the amount of the refund owed. No one was intelligent enough to comprehend the fact they did have recourse if the loan doesn’t fund (which there is absolutely no reason for it not to). I was well educated on “company policy” but it seems like no one there was well educated on the LAW. The last person I spoke with used words like “Bottom line is that you have wait for the loan to fund”, “policy”, “my(his) money”. Here is the kicker….Even after the loan funded, I was asked to continue to wait 3 to 5 days for the check to be cut. I called the corporate office and left 2 messages and never heard back. Called and asked to the GM but apparently he is too good to actually take calls. I did however get a call back from the service manager in an attempt to sweep it under the carpet. Although he was the only one that actually was helpful, this entire place is a joke. I have been a MOPAR customer since 2003 and have actually done business with this company before. This is the last time this company will see a dime from me. @chrysler

Osama Mekhail Dec 13, 2016

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