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Castle Chrysler Dodge Jeep Ram Naperville


1565 W Ogden Ave, Naperville, IL 60540 (map)
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Sales Rating
Recommend:
Yes (3) No (0)
Service Rating
Recommend:
Yes (13) No (3)
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Dealership Service Review

1 out of 5 starsservice Rating
Zero stars
Written by Jeep2015 on 08/09/2023

Took my Jeep to this dealer for the first time because of my engine shutting off while driving. My regular dealer appointment was too far out. I told the service adviser the codes I pulled using my JBScan after it died for the second time that day on Sunday July 30th. This has happened three times in eight days. After 5 hours of waiting in the dealership, I found the adviser to ask for an update. The mechanic comes over and states he could not find any issues. The check engine light never came on in all three cases. I told the mechanic the codes I saw (also told the service adviser Jeff as he checked me in, and also the girl when I made the appointment) and he says to me "I wish I knew that". He said there are only three sensors that would shut the engine off, he probably would have started with that if he had the information. So, I wasted $200 and five hours of my Saturday because the service adviser failed to communicate fully to the mechanic. The mechanic apologized and asked if I can leave the Jeep so he can look at it on Tuesday (he was off on Monday). I told him I have to work on Sunday, Monday, and Tuesday. He suggested to the service adviser about charging me half the rate, but instead I got charged the full rate. Monday I get an email asking me to rate their service from the Service Manager Mario. To be fair, I called Mario to explain my displeasure to resolve my complaint before I was to leave a negative review. He explained to me that he wanted to resolve my complaint, and asked if I could bring it in on Wednesday August 9th at 8am. I said I would. I arrived this morning and explained this situation to a different adviser, and he was sternly counteracting every point I made. I told him that Mario (his Boss) told me to bring it today. He says "that's fine but I have to leave it for three or four days because its almost the weekend (Wednesday 8am appointment). I explained to Mario (on the phone) and this adviser (I did not get his name), I can't leave the Jeep because its my only car. The adviser also told me they did not have a loaner car for me and that my Maximum Care Warranty would not cover a rental car since I was past the 100,000 mile mark. I still have an appointment with my Regular Dealer Tyson Motors of Shorewood on the 16th of August that I made on the Monday after the Jeep shut off on me twice. I don't want to be charged a $200 diagnostic charge again, that's why I took it back to Castle Chrysler. My issue is that I am afraid to drive this Jeep now. When I do drive, I am looking for possible places to pull off if it dies out again. I wanted to contact you to let you know of my disappointment with the Castle Chrysler Dodge Jeep Ram dealer located in Naperville Illinois for wasting 5 hours of my time, and $200 of my money for nothing.

  • Recommend this dealer? No
  • Were you satisfied with the quality of work performed on your vehicle? No
  • Did the dealership complete the work within the timeframe promised? No
  • Did the dealership provide you with an accurate quote of the work to be performed? Yes
  • Do you feel the price paid for service(s) was fair and appropriate? No
  • Did the dealer honor all commitments made? No

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Neil Snied on 08/10/2023
Dealer Response
Hello, we're disappointed to hear of the negative experience you had at our location. Please reach out to us at (630) 864-6592 when you can so we can address this situation directly. Thank you and have a great day.
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