Ryan McWilliams

Review of Troncalli Chrysler Jeep Dodge ...

The sales experience was good and fair, but over 3...

The sales experience was good and fair, but over 3 years, I had multiple crappy experiences with the service department over simple, routine issues. The most major issue was when I purchased new tires from them. I had new wheels and tires being put on my 4 door wrangler, as many people do. It was as if they had never changed tires/wheels on a Jeep before. I scheduled an appointment for 9am, their first appointment. Was told it should take a few hours, but it should be done no later than 2-3pm. 3pm passes and I call up there and was told they hadn't even gotten to my car yet meaning the appointment wasn't kept or regarded, instead they worked on other calls ahead of mine all day. They said they were getting to it at that point, and an hour or two passes before they closed, and that they needed a special lug nut that they didn't have, and that I would need to go somewhere and get it myself and bring it to them before they would work on my car any further. Had they just LOOKED at my car at 9am via my appointment time, they could have at least given me that info earlier in the day, so I could have gotten it to them. Instead, they call me right as they are closing, so they have to keep my car overnight and a few hour install ran over into the second day. So, I took the lugs up there, they said it would get taken care of first thing in the morning the following day, but as I called in the afternoon, my car still hadn't had any of the work done to it, and I was still without a car. 1. Had I not gone up there to make a stink about it, they were fully ready to charge me full labor for everything including it staying for multiple days. 2. I was without a car because of their neglect, and they were resistant to letting me have a loaner car, as if I was expected to not be able to get to work somehow myself. Finally, it was the next day before I get a call that it was ready. So, just to install wheels/tires, it took over 2 days, when I was told it would be just a few hours. The staff was defensive and rude to my spouse who went up there to check on the car, who is also on the title/account. The service manager's initial response to my spouse was, "Well, who are you?!", in a terribly rude, unprofessional way. Spouse had to go through getting me on the phone and doing a three way conversation saying it was okay to let him check on the car, even though his name was also on the account. This was a horrible experience and the customer service was astonishingly bad.
I got over this one, and continued to have my oil changes done there. They actually had what seemed to be a good deal, payinig $90 for 4 oil changes, you just pay the $90 up front, making each oil change $22.50 each. Not bad. Well, oil changes come at between 5k-7500 miles on a wrangler, so naturally, it takes a good while to use those up. I used two of them, and then decided to trade my jeep in for a F150 at a ford dealer. So, not having used 2 of my oil changes, I called Troncalli to get refunded for the 2 oil changes I would no longer get. I was told they wouldn't refund my money, that they go with the VIN of the car. So, whomever buys the used jeep from Ford will never know they have two free oil changes at Troncalli. So, Troncalli fully knows this and that they are keeping the extra and I guess this is how they make extra money. I mentioned that it's ridiculous and they said, well we had no way to know you were going to trade the jeep. Um, that doesn't matter at all. If you buy extra warranty, which is a much bigger contract, and you don't keep the vehicle the entire time, you can call and get refunded for the prorated amount without issue. However, troncalli says the oil change deal is a contract they can't refund on. I agree, it's only $45, but it's the principle, dishonesty, unprofessional, and the service representative was even rude/dismissive on the phone. Definitely glad to be done with them and would never consider using this dealer again nor will anyone who asks me.