Angry with Gengras
I bought a Ram 1500 from Gengras in 2016. Since that purchase, I've been fighting with Gengras to fix the front end (drifts to the left). After a year and five visits, Gengras determined that there was nothing they could or would do to fix my front end. They sited some obscure technicality as to why they were "off the hook". The technicality is this: "as long as the vehicle tracks straight for five seconds, the vehicle is within spec. The service manager drove with me on my final visit and noticed my truck drifting into another lane. He then stated "it crossed into another lane after five seconds" and that he wasn't responsible. I told him his logic was BS - that the term: "track for five seconds" means that the vehicle must track STRAIGHT for five seconds, then begin to drift (in order to qualify). He wouldn't listen to logic and just kept saying there was nothing he could do. Bottom line: the truck's front end drifts and Gengras is refusing to fix it. I then emailed the Gengras brothers and the general manager, explaining my whole experience (a years worth of visits). They NEVER responded. Talk about shockingly bad customer treatment. At this point, I'm selling my truck and buying something OTHER than Dodge (Toyota: I've been treated well by them in the past). I will NEVER buy another Dodge again. If I thought the CEO of Dodge would listen to my story, I'd send him an email explaining who he has working for him. Of course, he probably wouldn't care less, which only strengthens my resolve not to buy Dodge ever again.
Totally incompetent, disinterested & unprofessional
After more than a week trying to find the right Jeep for me, I was told I only had to compromise on the color. I agreed. Now I get a text message asking me if I could compromise on another feature. I said no. I bought my first Jeep Rubicon here but I will never return or recommend these [non-permissible content removed]. Caveat Emptor!
My husband and I bought a new Jeep Wrangler!! Our salesman Devin was great he was thorough and very personable. He delivered exactly what he said he would, there were no surprises. I would recommend him and this dealership to anyone looking to buy.
I Bought a new vehicle from Gengras in 2014 (Jeep Cherokee Trailhawk) and had problems with the sunroof and transmission almost from the start. It was brought back 7-10 times for the same issues. I had purchased their maintenance contract, and found out later on, I was charged for oil changes and tire rotations which were included as part of the maintenance. After I was finally told there was nothing they could do for me with the transmission and I feared for my safety because the car would randomly hesitate when trying to accelerate and then jolt out. They claim this was a normal with the 9-speed transmissions. I decided to trade in the 2014 and buy another 2016 Cherokee Trailhawk because other than the transmission issue I loved my car. I was given the low end of KBB value for my 2014 which Gengras later listed for $4000 more then they had given me and had to finance the remaining cost of the 2016. I picked up my new 2016 Cherokee with less than 300 miles on it and proceeded to drive it home. There was something wrong with the brakes. I brought it back the next morning. After looking at it Gengras told me it sat too long at the other dealership (Gengras had a driver get this Cherokee from another dealer in NY the day before delivery) and the rotors had rusted and needed to be replaced. and while it was there they installed some computer recalls and updates and fried the radio. These items should have been taken care of before they gave me my new car . I met with the owner, COO and Manager who indicated they knew they did wrong by me but really were not interested in compensating me. I decided not to keep the 2016 Cherokee Trailhawk as I knew that I would have continued issues with Gengras. who obviously do not care. Gengras is a very mismanaged dealership which would explain the lack of communication between departments
Watch out for the bait and switch
I received a mailer from this dealer advertising the following: "the new Jeep of your choice will be available for LESS than your current Jeep Grand Cherokee. And even better, with little or no out-of-pocket expense." We were ready to trade-in and buy that day if they gave us the pricing in the mailer. Observing other people who were at the dealership that day, they had similar mailers that were customized for each customer. In todays day of big data and analytics, Jeep and Gengras clearly have data in their systems what vehicle you own and all the features are tied to your vin and they tailored each mailer to individual buyers. We waited 25+ minutes for a salesman as they were all busy. He immediately started setting our expectations that he wasn't going to be able to get to the pricing in the mailer. We went around and around, he and his manager gave us a bunch of excuses why they couldn't get to the $7K above KBB fair market value that was advertised, including that it was because we weren't interested in buying a ram truck. What? The ad clearly stated a Jeep of your choice. Anyways at the end of the day they did not make the jeep of my choice available to me for LESS than my current Jeep Grand Cherokee. All they accomplished was ensuring I will NOT be buying my next car from any Gengras dealer. They wasted 2+ hours of my weekend and left us with a poor experience at their dealership. Someone needs to help provide this dealership some coaching and training on customer experience.
On Thursday, September 3, I brought my 1998 Jeep Grand Cherokee to CDJ for recalls. One of the recalls was to replace the rotors. When I picked up the car, there was a thumping noise and pulsation when applying the brakes and a horrible order was coming from the vehicle. I called immediately to let the service department know there was a problem. I was told to bring it back the next day. I brought it back the next day and was told it wasn't a rotor problem but something to do with the hubs. To fix the problem, it would cost $1800. They replaced the rotors and the same noise and smell were still there. When I brought the vehicle in, there were no problems at all. I find it hard to believe that once I take it for service, there is a problem and it will cost $1800 for the repairs. Again, there were no issues prior to me taking the vehicle in. I have to wonder if someone made a mistake with the repair. While the vehicle was at CDJ for the recalls, the shifter was replaced due to one of the recalls. Now the lights don't illuminate so that you can see what gear the car is in. So, to sum it up, I now need to make a 3rd appointment to get the shifter light fixed. I am very unhappy with CDJ. I own a Chevy which I bought from the Chevy store and have never had this kind of problem. Regarding the shuttle - I had a horrible experience. I told 3 people at CDJ that I would need a ride to and from work. Someone forgot and it took an hour to pick me up. I understand that it is not my personal shuttle, however I should have been told it would take that long. Again, never have I had this problem at Chevy. The shuttle drivers were always prompt. The shuttle driver would have you complete a form with your name, address, and time you would like to be picked up. This did not happen at CDJ. CDJ could learn a lot from the Chevy store. When I had to bring the vehicle back on Friday, I had to take a 1/2 day off from work because of the unreliable shuttle experience. To say I am frustrated is an understatement. It is very inconvenient to have to bring the vehicle back an additional 2 times. I will bring back the jeep for you to fix the light on the shifter so that it illuminates. Other than than, I will have the vehicle serviced elsewhere. If someone happens to ask my opinion about CDJ, it will not be favorable.
bait and switch
Advertised internet price suddenly went up $1,000 when we walked in because of fine print not indicated or shown on the list price. Unreasonable low offer on trade. This was a cash purchase, so it should have been easy for both parties. Their loss. There are other dealers more reputable and honest.
Good until you buy the car, then you're on your own....
I have had many bad experiences with dealerships. But none come close to my experience with Gengras Chrysler Dodge Jeep starting with the second I walked out the door with my new car. I took delivery of a Dodge Charger last Friday. The initial sales experience wasn't too terrible except they told me they would be ready for me at 10am and were not ready for me at 11:30am. I could let that slide. However on the way home is when things started to go wrong. First, the car overheated while stopped at a red light. I pulled over and sat for a hour, and finally tried to drive somewhere I could use a phone and found the car was running at normal operating temperatures as I kept it moving. I brought it into a local dealer, as it's certified and thus under warranty, and Gengras has not updated my information with Chrysler's system yet so it's not recognized as a certified & warrantied vehicle. I have been trying to get in touch with someone. All service has told me is to drive it back there and -- I'm not driving a car that may overheat if stopped in traffic that far, especially when there's all sorts of construction going on and I don't know how to get around it. They would not pay for a tow. And nobody in sales or management answers their phones or returns my calls. I asked to speak with Kyle, my salesperson and was informed that he was let go. I asked to speak to Kameron, and he never answers his phone or calls me back. He "attempted" to call me back one time, which was was made to my home number, when I clearly specified in my message that I would be available at my work number which I provided, AND my girlfriend who was home gave to them as well. I never got a call at work after that. Blatant blow off right there. I finally got ahold of someone at 1pm yesterday (Wednesday) after being on hold around 35 minutes. They told me my registration may have possibly been done (I have 7 days in Massachusetts to get the car inspected, for which I need the registration), and my information was definitely not updated with Chrysler and they would call me back at 4pm. Never received a phone call, so I had my girlfriend call. They told her that my information was updated yesterday. So who's lying? Jasmine, the girl who answers the phone should be the first to go. I call and explain my situation and she places me on hold for 10-15 minutes at a time, and then picks up the phone as if it was a new call, and I explain I've been on hold and then puts me back on hold, figuring I would eventually hang up and spare her some work. If I ever pulled the same thing, I would be looking for a new job. This has been by far the worst customer service I have experienced in my life by far from a car dealer or anywhere else. It is now day 6, and someone has yet to call me back. Finally, the clamp on the thermostat hose had been replaced, so they clearly knew there was a problem and they didn't even fix it correctly. The problem is the fans sometimes work, and sometimes they shut down when they're supposed to be running. I now have a car that I can't drive in the city, through construction, or unfamiliar roads that I do not know where to go to avoid stopping. I had to contact Chrysler corporate to find out that my information was entered and I could service under warranty. In one more day, I would have paid to fix it myself and sent them the bill and hope they paid it. My girlfriend, who was home all day managed to get through to someone and have them call her back shortly after. On the 6th day of trying.
repair to 2014 jeep grand cherokee
had an electronic problem. despite my overly-demanding demeanor, dealer worked with me pleasantly and professionally to finish work two days ahead of schedule. thanks chris M., service advisor!
Love my Jeep
Extremely happy with the purchase of my 2014 Grand Cherokee, smooth transaction.
Beware When Buying Used Car
My girlfriend purchased a car from Gengras Chrysler Dodge Jeep Ram in December of 2012. Before that, she was in a car accident that totaled her car and we needed to find her a car quickly. We found a 2006 Honda Civic LX that was listed at the dealership, and I went on December 1st to check out the car and take it for a test drive (my girlfriend was not with me at the time as she lives in Stamford). Jim V. was the sales representative that was taking care of me and everything regarding the test drive went very smoothly. There were some concerns with the battery (car did not initially start, had to be jumped) and the rear tires (were essentially bald but was told that they were of legal tread depth). After the test drive, I asked if there were any other issues with the car, which was a concern because of the high mileage (over 100,000 miles). Jim was kind enough to show me the internal inspection report for the car. My main concerns with the inspection report were the "FRONT BRAKE JOB" and "DRIVE BELT" (since there was already an agreement to replace the battery, rear tires, and perform an alignment), and asked Jim to clarify what this meant. I was then introduced to Kamran K., the Pre-Owned Manager. Regarding the "DRIVE BELT", I was informed that this was the accessory belt that was only a $15 part and I should not be worried about it. With regards to the "FRONT BRAKE JOB", Kamran had informed me that this meant the brake pad thickness was low, but we should still be able to get 5,000 - 10,000 miles depending on the type of driving. At that point I was satisfied with the test drive and the inspection report, and we called later in the date to put a deposit on the vehicle. We took delivery of the vehicle on December 15th and again, everything went very smoothly. Jim greeted us when we came in, and even managed to find a spare valet key that was not available when I initially took the test drive. He showed us that the car had been very well cleaned and detailed, and battery and rear tires had been replaced as promised. With all the paperwork, we were in and out within 30 minutes. Kamran had even stopped by just to say hello before we left. Up to this point, we were very happy with the service we had received when buying this car. The day after we picked up the car (December 16th), we noticed that there was a very loud, high pitched squealing noise which only occurred when the car was put into reverse... a noise that was not present when I took the car for a test drive. At first I thought this was just the reverse gear, but it sounded more like metal on metal contact. Aside from this, the car drove normally, so we initially didn't pay much attention. However, every single time we put the car in reverse, it made the same noise, so we knew there was an issue. Since it was Sunday and the dealership was closed, we could not bring the car back in to be inspected. Additionally, since my girlfriend lives Stamford, we were not able to bring the car in on Monday since he had to drive back Sunday night to prepare for the upcoming work week. As she drove the car back and forth to work that week, she continued to notice the high pitched squealing noise when the car was put into reverse, but also a squealing noise when applying the brakes on the highway. Concerned that the brake pads may fail, we decided not to bring the car back to Gengras to be inspected but instead had the front brake pads replaced in Stamford. When we replaced the brake pads, the squealing noises were no longer present. Upon further inspection of the brake pads, I found that the inner pads on both driver and passenger side were down to 1mm, and the pads themselves were not evenly worn. I did some research and the factory serviceable limit for the front brake pads is 1.6mm. Our main issue is that we were sold a car that had defective brake pads even though we were told that the pads still had 5,000 - 10,000 miles of life left on them. This was also an item on the inspection report that I specifically expressed my concerns about, and wanted to make sure the pads were OK before my girlfriend drove back to Stamford. We were given a limited used car warranty which I'm sure if we had brought the car back, the brake pads would have been taken care of with no issues... the problem is that Stamford is 80 miles away from East Hartford so it is not exactly convenient to just drop the car off. Aside from that, I did not want my girlfriend driving back 80 miles on brakes that could have potentially failed. The fact that the decision was made to sell the car with defective brake pads is a major issue, even when the internal inspection recommended that they be changed. Additionally, we feel that we were deceived when we were told that the pads still had 5,000 - 10,000 miles of life remaining, when clearly they did not. "Service grade" replacement front pads for a 2006 Honda Civic LX cost around $20. For a dealership to ignore its own inspection report and sell a customer a used car with brake pads that were below the serviceable limit is completely unacceptable. I advise anyone who is looking to purchase a used car from Gengras Chrysler Dodge Jeep Ram to be very aware.
Great salesman, good price, nice process (except for finance office)
My review is based upon my purchase of a slightly used, Certified Pre-Owned Chrysler from Gengras. The sales process went very smoothly, both with my sales associate and with his manager, who came out to shake my hand and introduce himself after I'd reached a deal with my salesman. There was no high-pressure, no "take over" or any of that nonsense. I don't think I overpaid, and I felt like my (experienced, based on the years and years of awards on his desk) salesman was empowered to handle the deal without having to constantly talk to his manager. I arranged delivery for a later date, made an appointment with the F&I department to handle the paperwork. I was a cash buyer, so did expect this to be much of a process. This is where my sales experience with Gengras got a little less sparkling. First, I had to wait one hour and 20 minutes past my appointment time to even get into the F&I office. This was on a slow mid-week evening, when there was only one other customer in the store. I think the prior customer fell for some of the following tactics, so their sales response dragged out my wait time. Then the hard sell began. He pushed an extended warranty at an extremely price inflated warranty, compared to online pricing for the same Chrysler branded warranty. He falsely told me I could not buy the warranty at a later date if I didn't buy it then. Even though I was a cash buyer he tried to talk me into financing. He pushed hard to sell some special "wheel warranty" in case I banged up one of cars alloys. He tried the hard sell on sell prepaid maintenance. He misdescribed the schedule for my (somewhat odd) maintenance schedule. It took a good 45 minutes, on top of the 1:20 we started late, to handle what would have been a 15 minute process at a non-high-pressure store. The fun continued with the F&I, as it took so long for them to get my license plates that they my temporary tag expired the day after my plates finally came in. Talk about cutting it close!