Roger Smith

Review of Troncalli Chrysler Jeep Dodge ...

My experience with their service department was qu...

My experience with their service department was quite possibly the worst of my life, and I have been driving for over 50 years.

The radio went out on my new RAM 1500 truck and I was originally told that the replacement would arrive in 6-7 days. I received this information from the assistant service manager via text. He ignored all subsequent attempts to find out the status of the repair. After a few weeks I contacted the service staff at the RAM 800 number and the dealership stonewalled them for over a week. As it turned out, the dealership had ordered the wrong replacement radio (refurbished instead of new) and, when the RAM service rep pointed it out to the dealership they forgot to order the correct one. When I called to check with the parts department about the status of the second order I was surprised when the Service Manager picked up the call. He told me that the refurbished radio was not for my truck. (Later on the parts department confirmed that indeed it was for my truck; I guess the desk staff didn't get the word to mislead me.) At this point the correct radio STILL HADN'T BEEN ORDERED!

The call center representative finally figured out what was happening and expedited the correct order. She called when she had confirmation that the radio was at the dealership but apparently the Troncalli policy is to punish customers who have called the national help-line, so I had to wait another week for them to call and schedule the service.

There was not a single word of apology or explanation from any of the staff at Troncalli when the radio was finally fixed.

However, the service center representative did reach out to offer me three years of free oil changes to make up for my abysmal treatment at Troncalli. Needless to say I will not return there for service.

NOTE! I have bought two vehicles from Troncalli, both from Tyler Grant. He is wonderful! I would certainly consider buying from him again; I just won't trust my vehicle to the service department again.