South County Chrysler Jeep Dodge

0 Stars (I had to select one star in order to post) for this Chrysler Dealership

The following is an email I sent my service advisor on 03/24/2025 at 4:46 PM and I have yet to even receive an acknowledgement from the dealership:

Gilroy Chrysler Service Department,

I wanted to message you and let you know how disappointed I was with a recent service department experience. I dropped my 2017 Chrysler Pacifica for a routine service appointment on Friday morning, 03/21/2025, service tage #3173. I was advised by my service advisor that my vehicle would be done in the afternoon and I would get a phone call to let me know my vehicle was ready for pickup. Friday afternoon came and went and I never received a phone call, so I stopped by the service department around 5:30 pm only to find out the service department was closed. I contacted a sales person in the front lobby area and he told me there was nothing he could do and he had no way of contacting any of the service department team members because they were a separate department within the dealership.

Needless to say, my family and I were without our family vehicle for the entire weekend with no advance notice and with no spare vehicle for me to drive. I walked to Enterprise and rented a car for the weekend due to the dealerships poor communication and lack of customer service to make things right on Friday afternoon. Attached is a copy of my rental car receipt. I thought about going on social media and posting about my horrible experience at Gilroy Chrysler Dodge Jeep Ram but decided to let my anger and frustration subside and give the dealership an opportunity to respond.

Some of the questions I still have are as follows:

1) Why was my vehicle's service not completed as promised?
2) Why did I not receive a phone call to let me know my vehicle would not be completed by the weekend?
3) How is it the dealership sales staff has no way to get in contact with a service department team member after hours when an emergency situation arises?
4) How can you expect a customer to pay for a rental car when it wasn't even the customer's fault in a situation like mine?

I'm happy that they fixed an issue with an exhaust leak that my dodge had. I wish that I had been told in advance of how far behind the mechanics were and given the option to bring it back in 2 days rather than dropping it off and not told it wouldn't be done that day.

Great service from Hugo and the team! Fast, professional, and thorough—my car runs like new. Highly recommend!

Visited Gilroy Chrysler Dodge Jeep Ram on Saturday, March 29th, attracted by an advertised lease deal. The experience was unfortunately very inefficient and frustrating. After an initial 20-minute wait, there were significant delays getting a vehicle ready for a test drive – the requested car reportedly had no gas, and an alternative had a dead battery, showing a lack of preparation.
When discussing add-ons, after another 30-minute wait, I was quoted approximately $1,000 each for GAP insurance and Wear & Tear protection ($2,000 total). Notably, GAP coverage is typically included in most lease agreements, but this wasn't made clear and was presented as a costly add-on. When I decided to leave due to these issues, I was stopped and subjected to a 20-minute argument trying to justify the insurance prices. Overall, the visit wasted two hours and felt like it involved misleading sales tactics, especially regarding the overpriced add-ons. Recommend caution.

Great experience where promises made were promises kept! They went above and beyond in completing the work even sooner than the promised completion time.

Cynthia Calderon opted not to leave a text review of South County Chrysler Jeep Dodge

Great service from my advisor, Hugo Valencia, thank you again for your service. Reasonable prices + Discounts!! My car is working perfectly fine now!! Thank you

Great service provided.

Very impressed with the exceptional attention and service received by Anthony and the team at Gilroy Dodge. Thank you for everything you do for your customers and Community

Rolando Garcia opted not to leave a text review of South County Chrysler Jeep Dodge