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-- Tom D.

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

purchased a used vehicle from Auto Nation,Dodge,Chrysler, Jeep on March 6, 2020, a 2019 Hyundai Santa Fe. During the finalization of the purchase the financial person was brought in to get the arrangement settled. My wife and I were pre- approved with Deer Valley Credit Union the day we came in. After the usual financial banter and attempts to up-sell different items, which we declined, it was decided to use AREO Credit Union for the financing, due to a slightly lower interest rate. We also purchased a three year, bumper to bumper warranty for $3000 that we were told was something we may want to consider because of all the computers and high tech components in the car. I was told, by the sales person that he had found a coupon to get $500 off the price bringing it to $2500. We concluded the purchase and left with the car. All was well until a few weeks later we received an email from Capital One Auto Financing thanking us for utilizing them to finance our vehicle. We called the dealership and tried to talk to the finance person but was told he had called in sick. We tried a few more times but he was never available. The salesman assured me the issue would be taken care. The financial person finally called and said that while in the salesman’s office all had agreed to use Capital One. The problem is that Capital One was NEVER even mentioned by ANYONE in that meeting. This was verified by my wife and the salesman. I told the finance guy I most assuredly told them I wanted to only use a credit union and he needed to rectify this situation. He told me he did not know how to fix it but would try. I told him since he made the mistake it was his responsibility to rectify it. The salesman assured me it would be taken care of. NOTHING happened until I was notified by Capital One that the payment was due. Since no one at thedealership was taking any real action I had Deer Valley pay off Capital One and financed the vehicle through them. While this was taking place the vehicle needed to have the door handles replaced because of a defect. I was told the required parts were two weeks out so we scheduled the repair and waited for the parts. Chapman Hyundai replaced the handles without incident and sent me a note stating that the door handles were replaced under the FIVE year bumper to bumper warranty provide by the factory AT NO COST. Mind you the salesman sold me a THREE year warranty for $2500. I notified the salesman about this unnecessary warranty and he quickly blamed it on the finance person but said he would cancel the warranty and refund my $2500. He actually said it was only $2400, but I let that go because he said he would stay on top of it for me. The issue is sort of twofold. The first issue is that the salesman was the one who suggested the warranty and pushed it until I agreed, the finance person did not mention it. The second and most important issue is, I STILL have not received my refund,$2400 or $2500. Thursday the 28th of May, will mark the SIXTH week since the warranty was cancelled and documented by the salesman. I have spoken with the sales person several times in this time period but the same answer has been given, “Its out of my Hands”. He’s told me that the corporate office handles all the checks and no one at the dealership can do so. When Deer Valley refinanced the loan I had to pay them for the unnecessary warranty to ensure it was not included in the financing. In essence we have paid out nearly $5000 for nothing except the hope that Auto Nation will make good on their debt to us. Since our recent conversations with the GM, Thomas Schnelle, he’s told us he’s “looking into it” and agrees it was a bad way to do business and then told me the refund would be prorated because it was in fact an insurance policy and 40 days had elapsed. I argued that since they sold me an unneeded policy that it should not be prorated and he then agreed and said the dealership would make up the difference to ensure

RcandBon Sep 10, 2020

If I could put "o" stars I would. I bought my Jeep brand new here. A year and 3 months into owning it the touch screen completely went green. Took the vehicle in and had it replaced. A month later my backup camera goes out. Take it in again and they replace it. Two days after getting it back the back up camera goes out again. So I Take it back in, they tell me it just needed a software update. So they give it back to me again. Two days after getting it back the backup camera goes out again. So they tell me it needs another touch screen. So they replace that again. Not even two days after getting it back AGAIN the backup camera goes out AGAIN! At this point they have wasted so much of my time going back and forth, having to take days off work, the amount of gas I've wasted since it's a 45 min drive for me to the dealership. And to make everything worse in the middle of driving my car completely shuts off on me. There is no control for the accelerating or anything, I just have to roll the vehicle to the side of the road and turn it off and on for it to work. One of those two times that happened I go driving over 55 mph and it freaked me out. When I tell the dealership this they started do "oil immersion" tests on my vehicle (4 tests to be exact). Out of the four times they tested the oil they told me three of those times it came back that the engines was consuming more oil then it was suppose to be. On the fourth time it came back normal. So because one test was normal out of three they told me they wouldn't replace the engine. After this I was starting to get irritated so I asked to speak with the General Manager (Tom). I had spoke of the phone with him and told him I though my car was a "lemon" he told me it sounded like it. He told me "bring the vehicle in to the service department and come see me in my office. We can fill the paperwork for it to be a lemon". So I bring my vehicle in and go over to his office. He proceeds to tell me he has no clue how to fill for it to be a lemon after he told me to come in and he would help me. So he walks me over to the service department where I have the General Manager (Tom) and the Service Manager (Eric) standing in front of me. I start telling Eric all the problems I'm having. He proceeds to tell me "maybe you shouldn't brake so hard when you stop. If you brake hard the oil will rush to one side of the oil pan and the engine Will seize up". Last time I checked no matter if you brake hard or not it's not normal for your entire car to just shut off on you in the middle of driving. So I asked Tom for the corporate number, because this was starting to become to much. He then tells me "I have no clue how to get ahold of corporate". You're going to tell me the General Manager for Jeep has no clue how to get ahold of corporate?! So I find the number and call myself. I finally get to speak with someone and they are dumbfounded and everything I start to tell them the dealership is doing. A few days pass and I have to take my car in for an oil change. A few hours pass and I come to pick the vehicle up. As I am getting back into my car my service advisor hands me a packet and says "oh by the way you have a nail in your back tire, it's not patchable and it's $1,100 for new tires". So I took my car to discount tire the next morning. It took discount maybe 5 minutes to get the nail out, which was smaller then my finger nail (so it didn't even go through the tread) and they told me even It had it was in a place that was patchable. So the corporate people call me and tell me they want me to drop my vehicle off at the dealership to get some testing done on it. So I drop it off on a Monday. I pretty much gave them a call everyday just to get updates, because if I didn't call them then they wouldn't call me. Everyday I called and never got to speak with my service advisor she was always busy and they would say she will call you back later, but she never did. A week goes by of me calling and I call on Wednesday a man answers the phone and says "give me just a moment let me see where your service advisor is". I think he forgot to put me on hold and I could hear him call for her over there Wallis talkies, but what I could also hear after he said my name was another employee tell him "oh that customer is so annoying". I was so appalled at what I could hear them saying about me. I was PISSED! Later that day my service advisor actually after a week and a half called me back. I told her that I heard what they said and she didn't seem to care at all her response was "oh gosh I'm sorry" and that was it. They do not care at all about there customers. The Managers there will try everything possible to trick you and lie to you left and right. I have never been treated so horrible in my life. I am a healthcare worker and we are already under so much stress as it is.

Kyle Humphries Jul 29, 2020

To make a long story short...we made an appointment to get a clicking noise fixed. There was also a recall on our Jeep which was an afterthought. After discussing the noise with phone girl, and Nicholas, the service advisor, and leaving the Jeep and then a day later picking it up...they did not address the clicking noise at all. It still clicked like a snare drum. Anyone clearly could hear it. The service advisor blamed my husband for the screw up, which was highly insulting. After I confronted Nicholas, the service advisor, on the phone, he finally said he’d take all the blame, like he was doing us a great favor, very condescending to me. He basically called my husband a liar when confronted. Nicholas is not a good communicator. My husband was all about this noise when he talked to Nicholas in person and left it there to be fixed. We had no reason to think it was never going to be fixed. Apparently when you expect something to get something fixed, you should have to double check his ipad for accuracy. Thus, OUR fault. We had no idea nothing would be done. We were at fault for not reading an iPad he kept his nose buried in while HE was not LISTENING. Why should we think the reason we brought the vehicle in wouldn’t be written down. Why? I’m handicapped and it’s not an easy task bringing the Jeep in for service. So “just bring it back in” isn’t something easily done. That’s not the point anyway. To start with, the girl that made the appointment is the first person who didn’t get it right. Nicholas also did not listen with his ears to his customer who was talking to him in person about fixing the clicking. A fact he denied. It shouldn’t have mattered that phone girl screwed up the ticket. She wrote down the recall information which she told me couldn’t be done because that particular part had to be ordered. She said “do you want to bring it in anyway to get the clicking fixed”. I said YES. She didn’t write it on the ticket. Why, who knows. She had no smile in her voice. She was dull. She did not care or she was having a bad day. Not a good phone person for sure. I thought these things, but figured she didn’t get paid to be pleasant. Nicholas talked to us about the clicking so we were to assume it wouldn’t be fixed? Did he ask should he fix it if it wasn’t written down? Not his fault...ours. Unbelievable. It’s ironic, we had many hundreds of dollars worth of inspection suggestions for future repairs handed to us, written down, even down to windshield wipers, but nothing about the clicking noise that is clearly heard ...weird. Some inspection report. They also emailed this list trying to get more work while the Jeep was there. Nothing about clicking noise... Bottom line...the customer isn’t always right here. And they’ll insult and argue, too. Blame you, the paying customer, of lying. Why would we lie about why we brought it in? Nicholas says his manager will call me tomorrow...we shall see. I had to hang up on him before I stroked out. Next stop. Better business bureau complaint. This was a horrible experience. Apparently it was our fault though. Don’t expect to be heard. Don’t assume two people can hear you, and God forbid you complain! Then you are a liar. And your vehicle will not be fixed!

Mary McCarthy Barr Feb 27, 2020

I feel bad leaving a negative review as our salesman Steve Gergisch was AWESOME! My issues are with Floyd, the sales manager. I bought a used Ram for $35k and there were very minor issues(tire rotation, tire balancing, alignment, broken driver window regulator, broken driver fog lamp assembly, broken center console, and faulty overhead console) that Floyd was very reluctant to fix. All of these issues were extremely cheap to fix, at cost. Floyd seemed off guard to even shake my hand when I first met him. Floyd gave me a very uneasy feeling that I shouldn’t feel when making such a huge purchase. My truck was in and out of the service area 5 times! This was mostly due to the fact that service had to get approvals from Floyd and he made every step extremely difficult. Steve Rogers, the service manager, told me he would fix the overhead console light and balance and rotate tires. He balanced and rotated the tires but then told me he didn’t remember saying he would fix the overhead console. He also told me he would give me a free oil change for my struggles. He forgot to give me a free oil change.. Since my truck was in and out of the service area 5 times, I was unable to drive it, of course. This means that issues that could have arose from putting mileage on it, were not found. For example, right before the last drop off the vapor sensor purge valve(ESMI) broke. This caused th we check engine light to go on. I was told since I was 5 days beyond my 90 day warranty, the repair would not be covered! The invoice was for $560. They wanted $149 for the part with $50 shop supplies and $330 worth of labor. I bought the part at Orielly’s for $17.99 and all it required was a slotted screwdriver and 15mins of my time to change! I’m not a mechanic by any means. Steve Rogers could have easily replaced that and his cost would have been minimal. I am writing a rather long review because I have a bad taste in my mouth. Let me reiterate, our salesman Steve Gergisch was an absolute pleasure to work with! Thank you Steve Gergisch!

Luke Herman Jan 29, 2020

I feel bad leaving a negative review as our salesman Steve Gergisch was AWESOME! My issues are with Floyd, the sales manager. I bought a used Ram for $35k and there were very minor issues(tire rotation, tire balancing, alignment, broken driver window regulator, broken driver fog lamp assembly, broken center console, and faulty overhead console) that Floyd was very reluctant to fix. All of these issues were extremely cheap to fix, at cost. Floyd seemed off guard to even shake my hand when I first met him. Floyd gave me a very uneasy feeling that I shouldn?t feel when making such a huge purchase. My truck was in and out of the service area 5 times! This was mostly due to the fact that service had to get approvals from Floyd and he made every step extremely difficult. Steve Rogers, the service manager, told me he would fix the overhead console light and balance and rotate tires. He balanced and rotated the tires but then told me he didn?t remember saying he would fix the overhead console. He also told me he would give me a free oil change for my struggles. He forgot to give me a free oil change.. Since my truck was in and out of the service area 5 times, I was unable to drive it, of course. This means that issues that could have arose from putting mileage on it, were not found. For example, right before the last drop off the vapor sensor purge valve(ESMI) broke. This caused th we check engine light to go on. I was told since I was 5 days beyond my 90 day warranty, the repair would not be covered! The invoice was for $560. They wanted $149 for the part with $50 shop supplies and $330 worth of labor. I bought the part at Orielly?s for $17.99 and all it required was a slotted screwdriver and 15mins of my time to change! I?m not a mechanic by any means. Steve Rogers could have easily replaced that and his cost would have been minimal. I am writing a rather long review because I have a bad taste in my mouth. Let me reiterate, our salesman Steve Gergisch was an absolute pleasure to work with! Thank you Steve Gergisch!

Tom Herman Jan 29, 2020

Went to look at vehicle posted on website. Upon finding vehicle, it had significant damage and was told it was not suppose to be on lot. Told salesman and manager wanted to purchase vehicle when repaired and placed it on hold. I called following day to follow-up and was told it was being repaired "as we speak". Made appointment for four days later. Upon return, found vehicle on the lot, for sale, with no repairs. Obviously the salesman, his manager, and the manager above them I spoke to cared enough to follow-up on this car being repaired. Because this was my daughter's first car and she wanted this one, I stuck with it and purchased the vehicle without the repairs. The We Owe was competed with specific repairs needing to be done. Was told would be done in a few days. Again, no follow-up from anyone, I went myself to the collision center and spoke to "Don". Don said the car was done and we walked out to look at it. The damage to the side was repaired but the damaged bumper was not replaced as agreed upon on the "We Owe". Don told me all he was told to do was fix the passenger door. He noticed damage on the fender and fixed that as well - all of which was on the We Owe. Again, no follow-up from the dealership to the collision center to make sure the appropriate repairs were being completed. Again, the car remained with them until the bumper could be ordered and replaced. Finally, three days later, the vehicle was ready -- one week after I purchased it. I had to call for the update and was told it was done. When I called Nathan the salesman, he said he was working on getting it cleaned up and said he was going to put he gas in it himself. When we showed up at the dealership, no one knew where the car was. Found out Nathan wasn't even working though he made it appear he was. Once the vehicle was found, they had it cleaned and we finally took delivery. What an absolute nightmare of an experience. Not only did I go through this, but so did my daughter during her first buying experience. This was the typical "get the sale" and not care about anything else after. This is my 27 the purchase of a vehicle in my lifetime and by far the worst experience I have ever had. Just a few minutes of follow-up would have made all the difference in this and would have given me a good impression -- enough to make me want to come back and tell others about AutoNation. In fact, there was a vehicle on the lot my wife wanted however due to what occurred with the Jetta, I did not want to pursue it. Care enough about the customer to do the right thing and to do what you say you are going to do. Without this, you lose future business.

M. Hamas Dec 2, 2019

We knew we wanted the Jeep Gladiator and came prepared with price point knowledge, trade in value, and monthly payment affordability. Went through the "haggle dance" for far too long (hours) and close to the end of negotiations we had to hold our tongues when our 24 year old salesman explained to two 68 year olds that we might have to look at something we could "give up" every month to manage a higher payment than we wanted. Our salesman was very polite and friendly (and young) so we just rolled our eyes and had a laugh at his suggestion. Anyway, pretty typical back and forth but the hours it took to come to the bottom line was making us weary and wanting to leave. It was, after all, way past our nap time. Once the deal was agreed upon were asked to ring a bell for a new car sale, we declined.....please.....very Vegas. The reason though for the low rating was the disappointment with the brand spanking new vehicle sitting on the show room floor behind us. The battery was dead when they tried to start it, not a big deal really and the battery was checked out as good to go. Only mention the dead battery because once we started to load our new Jeep with our stuff from the trade in vehicle, noticed two windshield wiper blades in the pickup bed. Hmmm, maybe extra blades? No, actually no blades on the windshield. Ok, the Jeep was on display with the windshield down and the top panels off so they forgot to put the blades back on. Why was this noticed even after going through a mechanical inspection in the service bay? Anyway, after a half hour of trying to figure out how the blades lock in we finally take off in our new Jeep. (6 1/2 hrs later). And, 15 minutes later had to return to the dealer because the blades would not work and there was also wind roaring in the driver's side of the roof because it was not seated properly when placed back on. There is a special tool for tightening the blades included in a tool kit pouch, who knew, and why should we know? Maybe if we had been given a full overview of the vehicle? Anyway, blades working, roof panel now seated we drove off into the sunset (literally) for a 4 hour drive home in North Phoenix rush hour traffic grid. Had a nice Pinot Noir when we got home, we needed it.

Michael Woldridge Nov 21, 2019

I was contacted by the manager Derek in regards to me buying a car off the auto nation lot and was asked why I had returned the car. Little context, I bought the car on a Saturday and was told they needed to add tires and would be able to get the car Monday, most likely Tuesday, but didn't get it till Wednesday (read below why). I was having issues within the first hour of having the car driven off the lot. I told him I was no longer interested in the car as I was having issues within the first hour of me driving it off his lost. I don't know about you, but if I spent that much money on a car and had issues in the first hour I wouldn't want it for another day (which I did not). I had got the car looked at by a mechanic since the service department was closed once I got off work and was told it was transmission issues/gear box. Therefore, the car I bought off the lot would be a car with more transmission/ gear box issues down the line- not a one stop fix at all... once I had told my sales girl, Alba that I had issues she word for word said "I drove your car to the gas station, there's nothing wrong with the car." Please tell me how the employee is going to tell me what I was experience was invalid? Again in the morning I was texting her and told her the issues again, she still had the audacity to tell me again "There is nothing wrong with the car " still confused as to why she'd tell me that... I also had many many mixed stories as to the car being ready for release off the lot-- I bought the car on Saturday, was told that tires needed to be put on and to call back on Monday. I called Monday and was told the car HAS TIRES ON and getting detailed, and that the car would be ready Tuesday morning. I called Tuesday morning and was told the car would be ready after it got detailed (I was told Monday it would be done???) and another part was needed??? I received a call after since the sales women I spoke to had not a clue what was being ordered for the car, the returning call was to let me know that the tires were being delivered Wednesday morning. Why would they tell me they had the parts and the tires were on (told on Monday morning they were on) if they didn't even have it? I called Wednesday morning and was in a jumble-- I was told that the car was going to be DETAILED and then given to me. Again their staff failed to inform the employees so many times at this point??? So I had lie after lie after lie. Seems like all around the staff needs to be trained. For my job I have to do a lot of driving with a child in the car, you could imagine the fear I had when we were at a drive through and There was a terrible Oder and smoke coming from my car. Boy was I scared to drive home let alone with a child. I suggested to him and his staff that the car shouldn't be sold since the next person will find trouble with it even if it gets "fixed". Wouldn't want another child in that car... Because of this experience I will no longer do business with this location or establishment do to their terrible and unprofessional service.

Anna Aug 27, 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

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

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

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