Steve Crudder

Review of Suburban Chrysler Jeep Dodge

The main reason for the 1 star is the dealership s...

The main reason for the 1 star is the dealership s terrible customer service.

I recently leased a 2019 RAM 1500 Big Horn. The day before signing, I was sent an electronic owner s manual, for a Big Horn, with my Vin number attached to the manual. In this manual, Keyless Enter n Go was INCLUDED. I signed, paid for, and picked up my truck the next day. Once home from the dealership, I realized the truck did NOT have this feature. I emailed my salesman, Alan, and he was quick to respond (on a weekend) that no Big Horns come with this feature, and it could not be added. Alan is a good salesman and felt bad for the error, and referred me to the sales manager, Tom Brown.

I met with Tom the next week in person, and he was dismissive at first and inferred it was most likely my mistake and I should have checked out every feature on the truck. I stated that I didn t check there were brakes on the truck, but assumed there was. I received a manual for a Big Horn with my VIN stating the Keyless Enter n Go was standard. After this short discussion, he took me in an office and pulled up the manual sent to me and was dumbfounded it did actually state that feature. He checked a few other RAMs in his lot and every e-manual being sent out to new owners of Big Horns was receiving the same information, listing a feature not on the truck.

Long story short, Tom had me call an FCA customer line and state my grievance while he was going to dual-path this situation on his end. I had to follow up multiple times and after about a month, Tom forwarded me an email from FCA stating they fixed the glitch in the manual. AWESOME RIGHT! Now people won t buy a vehicle based on features it does not have. This still did nothing for me, and FCA and Suburban have offered ZERO ideas to rectify the situation except to turn in my lease I just got, and upgrade to a Laramie, which has the feature at a much higher cost. I know they can t add the feature, but I wanted them to do something showing they made an error and corrected it .

Tom averaged about 1-2 weeks to return any of my emails after I had to follow up. My last email stated my disappointment and I inquired about turning the lease in, terminating the agreement. That was over two weeks ago, and I have yet to hear back. My next step is to see if I have legal ground to stand on to terminate.

I won t lease/buy from Suburban again, and all of my Chrysler employed family will be spreading the word.

**Besides the missing feature, the truck is great!**