Carrie Dowdy

Review of Lakeland Chrysler Jeep Dodge(D...

(I would not chose any stars but it won't let me m...

(I would not chose any stars but it won't let me move forward)

First I must start out by saying that I was a previous Mazda owner up until November 2017. I had great experiences at every Mazda dealership that I encountered. My husband is active duty Army so we move a lot. My Jeep Grand Cherokee Limited was purchased in Draper, UT. They had the best customer service that I have "Ever" encountered. They made you feel like a valued member of their family. You could tell that they really wanted to make your vehicle buying experience one of the best.
Since coming to FL this is the second Jeep dealership that I have been too. The first one was in Brandon and I have never had a worse experience. The service advisor and service department managers failed me on so many levels.
Now to get to this dealership. Between Lakeland and Courtesy I have learned that the customer is on the bottom of the totem pole. It's more about the money than making your customers feel appreciated. I have learned from employees at both locations that "It's all about the volume". I was told that my appointment was only made because I had a recall, and that for tire rotation and oil changes it first come first serve. This is only the second dealership that I have been to that does not offer appointments. The first being Brandon. I told the service advisor on the phone that I would be dropping my vehicle off prior to going to work at 0800. We made my appointment for 0730. On the day of the appointment I was running behind (I was unsure of the location and thought that I left in enough time to make it there). I tried to call the dealership 2 times and no one answered. Upon arrival I was told that the shuttle driver had just left and I would need to wait until the person in front of me was dropped off. My vehicle was not taken back until 0815 and the shuttle driver arrived at 0820. The person in front of me was being dropped off at home. I was told by the shuttle driver that they are only allowed to drop off in a 10 mile radius but will sometimes make "exceptions". Yet a working adult can't get dropped off at her place of duty until after an elderly gentleman is dropped off at home.
When I received my phone call at 1056 that my vehicle was done I asked if the shuttle driver could pick me up at 1200 since this was my lunch hour. I was again told that it was a first come first serve basis.
Upon arrival at the dealership the service advisor instructed me to the cashier to check out. Not once was I told the condition of my vehicle. A simple everything looks great would of been sufficient. Communication is key and the number one step to excellent customer care. While waiting in the check out line the customer in front of me was treated rather rudely by the cashier. He had valid statements that he was making to her and her tone of voice made me feel uncomfortable. When it was my turn I said to her "Well I guess it all checked out." She stated "Yep" I had to pry her for information on whether the recall was complete and that the rotation and oil change were performed without any issues.
When I got into my vehicle I noted that the station on my radio had been changed. Is it the practice of your staff to jam out the music of their choice while servicing a vehicle? I would rather hope not. That is not their vehicle. I would never get in a vehicle that I was "working on" and change the station.

Needless to say unless practices are changed and the customer becomes top priority I will not be returning.