Larry H. Miller Casa Chrysler Jeep

Mark Gruen

After a 4 week wait I went to pick up my Jeep from the service center. The sway bar had failed and it was there to be fixed. Somehow my Jeep had a dead battery that I had to change in the parking lot. When I went to drive away, the same warning light that was on when I took it in was still flashing. After getting with my advisor it turns out that the tech replaced the sway bar, but never hooked it up. A piece of the frame in the front was bent just enough so that if he had hooked it up it would have rubbed on the electronic module on the sway bar and eventually it would have failed again. The only problem was he didn't tell the service advisor, or the service manager, or anyone that it wasn't really fixed. Now it's at the body shop waiting to be fixed so they can hook the sway bar up correctly. They told me it would be ready last week. I've now been without my Jeep for 6 weeks. Communication with this dealership is terrible! The GM, Walter Alfaro, said he would call my wife back today after she got a hold of him to complain about the Jeep. He never bothered to check on it, or if he did, he couldn't be bothered to call her back. If that is how he communicates with his customers no wonder everyone else communicates the same way. One of the worst customer service experiences I've ever had! Worst part is they have a new Gladiator coming in that I was REALLY interested in purchasing. Don't think that $70,000 purchase will happen now. Guess that doesn't matter either, because we told Walter about that in text messages, voicemails and phone calls.

EDIT TO MY RECENT REVIEW: I sat down with Walter, the General Manager and we had a very productive, courteous, honest discussion about my issues and how I felt that this establishment had failed my wife and I. I was calm and allowed to vent my frustrations and issues. Walter listened, without interrupting me, and proceeded to take responsibility for all of the things I wrote in my review above. He empathized and expressed his concern that we had been treated the way we were, even by himself. He truly seemed like he cared about what had happened. We spent more than half an hour talking, and I grew to appreciate his forthright attitude. We ended up speaking about more than just my experience. We talked about how management truly sets the tone for how customers are treated, and how important it is to allow someone who has had a poor experience to be heard. Sometimes all they want is to be heard. That is truly what I wanted, to be heard. Also to feel that my concerns were seen as legitimate, and that there would be an effort to improve. My wife and I chose to experience that improvement in person, as we ended up buying an amazing Jeep Gladiator from them. I feel this goes to show that if two rational people sit down and are able to discuss their grievances, good things can come of it.

Miguel Rascon

Anna Marie is the best in the business ! I texted her Friday morning and was basically closed on the deal by lunch , super easy ,professional and friendly thank you Anna and Chet for the smooth business we love our new 2023 Tahoe !

Haselton Garrett

Wow. This dealership was amazing. We had bad negative equity on our old Jeep. They wanted to help us so they gave us 6000$ more for our trade than anyone else. They helped us when we thought we were in trouble. Thank you so much guys. A++

Larry H. Miller Casa Chrysler Jeep

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