WORST CUSTOMER SERVICE EXPERIENCE EVER!
I bought a new Ram 4500 dump truck in July. Had it shipped to NC. It was in the shippers possession for a total of 14 hours. Upon arriving I checked it out and everything looked good. I jump up on the truck to drive off and found HUGE scratches in the roof. They were down to the metal. The scratches had rust in the. I got the shipper to come back and look at the scratches at which time he told me that they had rust and he was not responsible. He was also able to produce me a picture time stamped in Chicago at 8pm 2-3 hours after picking the truck up from the dealership showing the rust in the scratches. I sent my salesmen Brad pictures on the spot. He called me and said that he would talk to his supervisors and get me some answers. After 2 weeks, he asked me to go get an estimate to get the truck fixed. Which I did the next day. For the next 4 months I called or texted him once a week. Every time he assured me that the dealership was going to take care of it. About a month ago he got the sales manager Rob Ace involved. I have a voicemail on my phone from him reassuring me that the dealership was going to take care of it and a check was going out that week. The next week I did not receive anything from them. I called Rob back, he said he was sorry for the delays but the check was going out this week. I still received nothing and no call letting me know what was going on. The salesman and sales manger quit returning my calls the first of October. As my frustration kept rising I called the dealership back and asked to talk to an owner. They transferred me to Scott. He at that time informed me (mid October) that his dealership was not taking responsibility for the problem. He had the shipping paper that stated at vehicle pick up there were no problems and at vehicle delivery there were no problems. I told him I wish I would have known that 4 months ago before wasting all my time. Scott said he wish he would have known about the problem 4 months ago. And hung up the phone on me. Im the the one that signed the paper. I signed it before finding the scratches but prior to the shipper leaving my location. There are multiple problems here 1-communication between sales, sales manager and general manager (I do not know but I dont think the general manager was made aware of the problem until just recently) 2-all around customer service (dont tell a customer that you are going to do something and not follow thru) (sales became so busy with new customers he could not return my phone calls) 3-I am stuck with a new damaged truck. I sought some advise from my attorney and he informed me that I would have to go to IL to take action on this. I do not have time to do that for $1200. It would cost me more in time and trips so he told me to just write some honest reviews and thats what I am going to do. I would NEVER purchase another vehicle from this dealership because of the communication and integrity they have. I took the time to file a complaint with Ram on this matter as well. I was trying to find someone that could hold this dealership and these people accountable. They hung me out to dry because I live 11 hours away, not fair but its life. Ill fix the truck myself and go on. I just wanted to take the time to share the WORST CUSTOMER SERVICE EXPERIENCE I have ever had!
WON'T SHOP ANYWHERE ELSE!
I had nothing short of a fantastic experience! I had a great salesman and walked away with exactly what i wanted(car wise and price wise). Since going back in for oil changes, they have been nothing but sweet and my salesman asks me about how i'm liking my car.
I will never, EVER buy a Chrysler, Dodge or Jeep again. The best thing I can say about the people at Crystal Lake Chrysler Dodge Jeep in Illinois is that they are slimy, duplicitous, manipulative [non-permissible content removed]. It was like the undercoating scene from Fargo. I went in there to buy a Jeep Cherokee for my niece. The finance manager was [non-permissible content removed], employing strong-arm tactics to get us to buy useless add-ons. Through a bit of sleight of hand, the salesman misled us on the number of months for our payments, which actually increased our total price. We didnt recognize the error until we were so deep into the buying process that we didnt want to turn back. The salesman and finance manager carefully calculated this ruse. They knew my niece was in love with the car, and that it was unlikely that I would break her heart at that stage of the game. I left this dealership feeling like I was covered with the thin film of mucous and nauseated by their tactics. Anyone else who gives this dealership a positive review either is a relative, and employee, or a customer who doesnt realize that they were taken.
Rude, Car needs repairs, horrible customer service
Run far far away from this unethical, rude dealership and the used car manager Tom! This dealer either does not inspect their used cars at all, or their service department is unable to do the inspection correctly. Even worse, they have absolutely the worst customer service I have seen in years! My family bought a used 2008 Buick Rendezvous two months ago from them, and have had nothing but problems. We bought the car after an decent experience with the salesman, and just before we drove off the lot I noticed they did not give us an extra key. They said that they would get one for us, and call me later that week. Well, after two weeks with no calls we called them and they said we were out of luck. They were all of a sudden not OK with making us a second key like they promised. There were no apologies and we were rudely told that they could not get the prior owner to hand in their second set. And they refused to make us a new key, which was the first sign that we were not dealing with professionals that will say anything to make a sale. Knowing how cheap a key is for a dealer to make and how they refused, I started to get really worried about the car in the my driveway. Two weeks after buying the car, we took it in as we noticed that the shifting was not right. The car ended up having 6 major issues with it (Transmission repair, Power Steering leak, Two tie rods & an alignment, & the rear door latch was broken). We were gutted and got a second opinion, which came back with the same repairs. Both repair shops we brought the car to were disgusted that the dealer sold us a car in this condition. They confirmed that if they had completed an inspection they would have noticed these problems. We were able to get some repairs done under warranty, but we contacted the dealer letting them know about the repairs that were not covered. The sales manager Toms reply was, So what do you want me to do about it? I was floored when I witnessed first-hand how rude Tom was when a customer calls and wants to calmly discuss a problem. There was no empathy and certainly no apology from Tom. If Tom had any pride in his dealership, he would want to confront an issue head on and at the very least apologize. But he doesnt, so you will get attitude and rude comments. Bottom line. If you want to buy a car that needs multiple repairs, go to this dealer. If you want the manager to be rude and condescending, go to this dealer. IF YOU WANT TO BE TREATED LIKE A HUMAN BEING AND BUY A CAR THAT HAS ACTUALLY BEEN INSPECTED, RUN FAR FAR AWAYS FROM THIS SHADY RUDE DEALERSHIP!!!!!!!!! Let my mistake be a lesson for others, do NOT even walk on to this dealers lot.
I started with an internet search through Edmunds.com for a 2014 Jeep Grand Cherokee Unlimited and I discovered Crystal Lake Chrysler Jeep Dodge Ram web page. They advertised discounts. And they delivered what they promised. All paperwork was processed quick and painless. Overall: I can't say I love buying a car...I can't say that I necessarily got the rock bottom price..., but I can say that if all of my car buying experiences were like this, then I might buy them more often. I got a fair price, was treated respectably and felt very positive about the entire experience. I was treated in a respectful, timely manner. I would definitely come back to Crystal Lake Chrysler Jeep Dodge Ram.
The best car buying experfience for me
This is the second vehicle I purchased from Gary (owner of Crystal Lake Chrysler Jeep and Dodge). I cannot say how impressed I am with this dealer and owner. From the moment I met up with Gary while shopping for a Dodge Ram I knew he would make sure I was completely satisfied. Gary assigned Vince to help me locate the right truck but Gary takes care of all the pricing. It certainly beats playing games waiting for new car managers to approve deals negotiated between the buyer and salesman. Gary gave me a great trade in valus for my truck and made the process as simple as possible. Initially I left the dealership without purchasing and asked them to locate a specific color and model for me. I used the internet as well and could not locate the exact truck I wanted anywhere. Finally I decided to buy their showroom truck which had extra features (Ramboxes) I didn't think I would use but boy was I wrong. When I called gary back we made an appointment for the following morning to write-up the deal. I told him I was limited on time because I had to work that day. I arrived at the dealership before opening and saw Gary with his sales crew waiting for me. We had the whole deal worked up in less than an hour. I would recommend anyone looking for a vehicle to visit this dealership and ask for Gary. A+ all the way!
One Remakable Salesman
I have been a customer of this dealership for about 20 years due to one remarkable salesperson. His name is Vince. My family is embarrassed and refuses to go with me when I go "car-shopping" because I am always asking for a "better" price than quoted. In the end, I am never sure I really got the "best" price, but over the years I have found that if one can "trust" a car salesman, than Vince is the one I can trust. My family and friends have purchased over 10 cars(mostly used) through Vince and we have all been very satisfied. As far as I am concerned, this man makes this dealership because he is patience and has a great sense of humor. Other salesmen have rolled their eyes at my "outrageous requests", wanted to speak to my husband because men "understand" how deals work, or told me to go elsewhere - Vince has always worked with me until I am satisfied that I have the "best" deal - whether it is hours or days of back & forth "haggling". I have checked out other dealerships and find I always get the "best" deal at Crystal Lake Chrysler Jeep Dodge.
I have used this dealership's service department for about 20 years. Overall I have been very satisfied with their work and found them to be very helpful. There have been many personnel changes over the years and I always worry that the "new guys" will not be as good as the ones they replaced, but my fears have never been realized. Many people tell me I am "crazy" to pay the outrageous prices of a dealership's service department, but surprisingly when I have taken my vehicles to other places, the prices are comparable, but the quality of work is less or it takes them more time because they don't have the parts in stock. The service manager always contacts me with an estimate and prioritizes the work that needs to me done so I can pick and choose. I believe they have a warranty on their repairs, but I only recall using it 1 time over the past 20 years - it was minor, but they insisted I bring it in at my convenience so it could be fixed. Another time I thought I had an electrical short since my blower fan and my radio died at about the same time. I was warned how expensive it was to replace a radio/cassette player at the dealership, so I told them just to fix the blower fan . When I came to pick up my repaired vehicle they told me since they had the dash ripped apart they replaced my radio/cassette player with a new one, free of charge. Another time when my vehicle would not start immediately, I took it in. They tried everything to figure out what the problem was and determined my vehicle hated very humid hot weather - who says cars don't have personalities? That time they did not charge the minimum diagnostic charge because they did not fix anything, but gave me useful advice on what to do if it happened again.
service needed: engine light was on. Aux jack was loose. oil change. Dealership decided to keep the car over night without contacting or asking customer if he needed it. When dealership was called at 9am the next morning they replied that they haven't done anything. When I spoke to the customer service manager about cost of repairs. I asked for what. It comes to 160 with the 16.95 oil change, the $13 replacement tail light and the diagnostic. I explained that I've been talking to the dealership for 3 days and no one said anything about a $98 diagnostic charge. Under Illinois law: Effective January 1, 1998, the Automotive Repair Act requires auto repair shops are required to make specific disclosures to consumers and prohibits certain unlawful practices. Before performing any repair work, repair shops must provide the consumer with a written estimate. Among other items, the estimate must include: * charges for parts, labor, and diagnostic test * description of parts * disclosure of whether parts are new or used * statement of whether repairs are required or suggested * date, odometer reading, and length of time needed to repair vehicle (if more than one day) * method for calculation of labor costs When I picked up my vehicle. The aux jack no longer existed. My windshield whipper fluid was drizzling out. I immediately called and left a message for the sales manager. No reply. Over the next several days I tried to contact him. No reply. A week later I contacted the general manager. He put me through to the sales manager. I explained to him that the jack was loose and now does not exist. He told me it was broken. I explained to him that loose does not mean broken. He explained there's nothing I'll do for you. What about the Whipper fluid? It was working before I got there. Now it's not. we did not touch that. I spoke to the service attendant and she told me the tech was working on hoses trying to figure out why the engine light was on. Help!!!
POOR CUSTOMER SERVICE
We had a very bad experience with this dealership. We purchased a "certified" van from them and got home and noticed a quarter sized rust piece and contacted them about it. They had us get 2 estimates for the damage and when it was $1000 they decided that we did not do our due diligence and "shame on us" is what the president told us. They had our confidence with them and we overlooked this before signing the paperwork and now we're stuck. They told us over and over again they were an honest, family owned dealership and if we had any problems contact them personally. There was no working with us just the president of the company screaming on the phone at my husband. VERY poor customer service. He said they had 59 employees and 100's of vehicles they can't keep track of every little dent and scratch that they have on them. They claim to be a "certified 5 star dealership" and I couldn't give them 1. PLEASE warn others before they make the same mistake we made. Buying a vehicle is a HUGE investment and now we are making payments for 5 years on a van I TOTALLY regret buying from this dealership. Don't be fooled by the "certified" sales pitch....we fell for that and they OBVIOUSLY overlooked this damage in their 125 point inspection and then blamed us for it. Rust doesn't happen overnight.