I can't even begin to fathom the level of incompetence displayed at your so-called "dealership" and service department. I mean, seriously, have you all taken a masterclass in how to provide the worst customer service ever? It's truly mind-boggling.
Let me set the stage for you. I've had the unfortunate pleasure of dealing with your establishment for years now, and each time I bring in one of my three beloved Jeep/Ram vehicles, it's like stepping into a nightmare. Yet, foolishly, I decided to give you another shot when my wife's Jeep needed a simple AC repair. What a mistake that was!
I dropped off the Jeep at your dealership at 10 am, hoping that this time things would be different. Little did I know, I was in for an epic saga of disappointment. As the hours ticked by with no update, I attempted to call your service department. And guess what? I wasted a good two hours of my life, continuously being put on hold with no human contact whatsoever. How's that for exemplary customer service?
Undeterred, I mustered the courage to try again the next morning. After many attempts and again two hours later I get one of your advisors. What he had to say left me dumbfounded. Brace yourself for the gem of a response: "We don't have your car, are you sure you dropped it off at the right dealer?" Really? Is this some kind of sick joke?
Naturally, I requested to speak with a manager, hoping to find a shred of competence within your organization. Lo and behold, I'm told that the manager is not available until Monday. That's a whopping five days away! What, do you think my car will magically appear by then?
The icing on the cake was the advisor's complete lack of concern or willingness to take action. He just casually tells me, in the most nonchalant manner possible, that my car is nowhere to be found. No apologies, no responsibility taken. It's as if this predicament is all my fault and they couldn't care less. Well, excuse me for expecting a basic level of professionalism and courtesy!
Left with no other recourse, I embarked on a quest to retrieve my vehicle myself. I managed to scrounge up spare keys and find a ride to your abysmal establishment, which closely resembles a malfunctioning toilet. Approaching one of your employees, I confidently assert my presence and demand answers. To my sheer disbelief, this guy has the audacity to claim he doesn't remember me or my car. Are you kidding me?
He even had the gall to show me his computer screen, as if it would somehow nullify my lived experience. Sorry, pal, but I couldn't care less about your faulty computer system. I dropped off my car with you, personally, three days ago, and I expect it to be in your possession. It's not rocket science, folks!
Fed up with this circus of incompetence, I eventually locate my car by pushing the damn alarm button. Voila! Lo and behold, my car magically appears. I triumphantly drive it to the front, confront the imbecilic employee with the allocated number and paperwork, and demand that they retrieve my keys. Thankfully, another gentleman had the decency to locate them.
Consider this my farewell to your establishment, which has proven itself utterly unworthy of my business. Congratulations on achieving such legendary levels of ineptitude and disregard for your customers. Bravo!
Rest assured that I will be taking my business elsewhere and spreading the word about the astonishingly horrible experience I had. Perhaps, in the rare event that some competent individuals exist within your organization, they might address these issues promptly before you lose more customers.
HORRIBLE EXPERIENCE!!!
Leased a 2021 rubicon, the thing overheated 6 times while on the highway. Took it in 3 times each time they could not replicate the problem, this last time we took it in to Santa Cruz jeep. We asked for them to check out the problem and also an oil change. They kept the car for 4 days. 4 days without transportation. We picked up the car not only was it still overheating but the check engine light also came on and the heater stopped working. We called jeep and Mark, the service manager refused to assist us anymore. Stating “this was a private dealership and he did not take requests”, after asking for a loaner car. Never again, dodge, Chrysler and jeep are a sure waste of money, and their customer service is the worst.
Mark at Santa Cruz jeep needs to be replaced
