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-- Tom D.

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Recent Reviews from AutoNation Chrysler Dodge Jeep Ram Pembroke Pines

The Manager Danny from the Service Department of Auto Nation of Pembroke Pines is unprofessional, un responsible, and has a tremendous lack of customer service.... lets now discuss My experience with Chrysler Pacifica has not been the best, I leased a 2017 Chrysler Pacifica, since I have 4 children and its a family car. Little did I know all the problem it would bring. The car in march, began to have major electrical problem, braking alone, sensors not working, locking and unlocking doors, not starting, all the warning lights on, the screen sometimes working, sometimes not, and some other things as well. I took it to the dealer to be repaired, they said it was the battery and replaced it on March 30. Now on For a week some issues here in there, on Saturday, October 12th, the car would not start completely, all the warning signs were on and the emergency brake was on and could not be turned off, then the doors locked of the car with my 2 year old and 9 year old in the car, thankfully I had front door open where I was and could get them out. I had to have my car towed to the dealership I was there a few hours and they said again it was the battery and replaced it. Now it is Tuesday, October 15th and the car would not started , rolled down the front window and would not let me roll it back on, doors again not working and warning signs on. So once again, running crazy to make to make accommodations for my children. I have the car towed to Chrysler at 7 am . I call at 9:30 and speak to Daryl (who was great) and he says the car is being checked he does not know what is happening since it was fixed a few days before. He stated he would have the manager call me. All day i called and the manager was unavailable and would not return my calls, Finally at 3 pm I went in person to see what was happening. I was notified again that it was the battery and it was replaced. I was told to speak to the manager , I was with a manager, Daryl, and another manager Danny. I explained to him my concerns with the car and how this can be extremely dangerous with me and my kids in the car. If it slams on the break on the highway imagine it can cause a tremendous accident and even our lives. The manager was quiet explaining to me he thinks the problem was solved, and I said I wanted it clearly noted this conversation, because if this happens again, I want my lease ( which is up in less than a year anyways) modified So i can get a new car and extend the lease or something, because it seems like something is wrong with the actual car, that is affecting the battery. I was very calm until this point, then the manager Danny decides to jump into the conversation. To sum up what he said what that they are only an authorized dealer and are not responsible for malfunctioning cars, and I said well of course you are I pay auto-nation of pembroke pines monthly for my lease that is who I signed my agreement with; and he kind of giggled and said no that I would have to take that up with the manufacture . This has to be the worst manager I have ever encountered, unprofessional, not trying to help, no regards for the danger this vehicle could be to me and my children. I am not sure how Autonation of pembroke pines can have an individual like this representing them. I told him based on what he told me, I would not be leasing again for myself nor my family from that location again, if they do not have our safety or happiness in mind. He basically did not seem to care to lose the business. Hopefully Autonation of Pembroke Pines will respond to this the correct way, in order not to lose future business, nor continue to neglect to have the safety of their clients in mind.

Justbeinghonest Oct 15, 2019

I have purchased over a dozen vehicles throughout my lifetime and this by far has been the Worst Experience Ever!! AVOID AT ALL COSTS! The entire staff are lowlife jerks, typical screw you over group of individuals. This dealership is a complete joke - Look at their reviews consistent negative reviews. Bought a brand new 2019 Jeep Wrangler that I custom ordered . Our sales person was pleasant however in the end she was just the polite salesperson running as much interference as possible with little to no success with a staff that is worthless. After I purchased the Jeep I noticed a few minor issues (1) TPMS not installed or trained to the vehicle and (2) I noticed some minor inexpensive parts that I custom ordered that I paid for that were not installed. I drove 4 hours to their dealer because of the salesperson who was very polite however it turned out to be a mistake. I made several phone calls to the service department, salesperson, management (GM) with not even a single phone call back. I have not taken the vehicle back personally because it is a 4 hour drive and have been asking for them to simply coordinate with a sister nearby dealer. I took it to a local nearby dealer however the labor would be an excessive cost just to inspect the vehicle. The salesperson tells me the service department will be calling however keep me waiting without any communication of what was really going on. After an extensive wait and not hearing anything on the status I email and leave messages with the front desk with not a single call back from service or the General Manager. Would you believe that the Service Manager Joshua Mills doesn't even have a voicemail setup at all. I guess customer service is not a top priority or any priority based on their dealer reviews. Service Department is unprofessional and simply incompetent with lack of any care or compassion. This is a simple resolution that likely would just be some labor and parts that I already paid for. I guess my only avenue to resolve will be small claims court, why should it even come to this for some basic and simple resolution. What does that tell you about the dealership, their leadership and their employees. Worst car buying experience ever. One bad experience and now people will hear my story and all about how AutoNation really feels about their customers. It's clear they just want your money and will tell you what you want to hear to get that dollar out of you. There are others that were involved in this experience that I didn't mention however the entire experience was horrible. The only positive experience came from the low man on the Totem Pole, our sales person!! Will never be back and will never spend another dollar with AutoNation or any of their affiliates for the rest of my life. This dealership is unprofessional and just cares about one thing. Taking your money and Moving cars! Very Sad! Would really like to speak to an Executive Level person at AutoNation Corp but highly doubt that will happen.

Billy Espinoza May 13, 2019

@autonation your @AutoNationChryslerDodgeJeepRamPembrokePines is the worst dealer anyone can ever experience.Once you close on a sale or a lease you are in for the worst customer service experience of your life. Seriously! The fact that I’m taking the time to write this long post about this, is a real confirmation of that (I never write posts about anything. But, I refuse to let this one go). I Would list all of the bad interactions that I have had with @AutoNationChryslerDodgeJeepRamPembrokePines, but do not believe this post will be able to handle that many characters, so I remit to what I hope is last bad experience, courtesy of all of the careless people you have employed at that location and that at the end of my lease, one more time, have manage to reminded me how incompetent they are. Due to the many issues I have had with this @autonation, I couldn’t wait for the lease to end and return the car, so that I no longer had to deal with the constant disappointments. I turned my car 3 months earlier, in really good condition, with 10,000 miles less than what I was supposed to use. Yes, it had some minor scratches on the wheels, that to me are considered normal wear and tear, and it turns out they are not, anyway I know those are mine and even though I do not agree with your interpretation of excess wear I’ll be responsible for that, HOWEVER I will not be responsible for damages being charged that were not there when I returned the car. When I dropped my car at @AutoNationChryslerDodgeJeepRamPembrokePines. I asked for a inspection, at least something basic where they could confirm that at least the superficial areas were in good condition and was told that was not provided and that a third party company would review, I insisted a couple times to have some sort of receipt provided attesting to the state of the car and the person at the dealer repeatedly stated he was not in condition to do that. Fast forwarding, almost after a month and a half and after, me, proactively calling @ChryslerCapital trying to figure out what I needed to do to close my account finally someone provides some news. But, Oh Surprise! not the news I was hoping to hear [SHOCKER]. Now I’m being charged for $435 for a bumper that I did not damage and I want to now who is going to be responsible for this. @AutoNation ,You took the car what happens after is your responsibility @AutoNation. You could have informed me that @chryslerCapital would contact me and have the car inspected at my home when I went to drop my car there to terminate my lease but, you fail to do that. AND @ChryslerCapital you also failed to contact me to perform that pre-inspection, and because I do not work for your company, I have no idea of what procedures to follow even when I ask, due to all of the horrible prior experiences I requested for a formal procedure to be performed prior to leaving the car and it was denied. Now I’m left with a charge of almost $500 dollars for damages that took place sometime after I left the car in the possession of @Autonation.

Janio Rodriguez Mar 2, 2019

Spent Presidents Day at AutoNation Chrysler Dodge Jeep Ram Pembroke Pines hoping to resolve a simple oil change, oil leak and correct a defective turn signal bulb previously changed by this dealer. What should have been a simple process turned into a day of lies and denials. First I was told the bulb wasn’t covered. That turned out to be wrong and was covered by two years. Problem solved. Second was an oil leak during warrantee where service advisor Franklyn Williams didn’t bother to check if I had coverage and required authorization to perform an hour of labor at $140. I informed him I was still covered under power train for 50k miles and he partially agreed but informed me only if the leak was under warrantee. Where else would the leak come from if not the power train? Turns out a filter they had previously installed had a bad seal and cause of the leak. Was told no engine damage found and new oil filter installed post oil change. Here it gets interesting. I asked if they would clean the remains of the leak. Told absolutely. That was not the case. Went to lunch and in return still not completed. It’s as if people don’t take pride in their work. Here’s the real excitement. At time of drop off. I showed Franklyn a loose panel at the knee air bag. Asked if he knew how to snap it back in. Told him it was something I had noticed about a month earlier but may have been lingering but from my view not something easily noticed. At this point he alerted me to the fact this was actually broken and someone had tried sealing it by melting plastic. It gets interesting from here. I contacted my insurance company to inquire if a recent accident I had may have caused the air bag to deploy and was told this was not normal and had it deployed it would have caused considerable damage to the panel, set off codes and required replacement air bag, panel and resetting of codes. The shop would have not had done any of this without notifying the insurance company for payment. In other words, no one going to fix this for free. Upon going to pick my vehicle up from the dealer I spoke with service manager Josh Mills who told me that he can’t cover anything greater than 30 days. That pure lie. Chrysler provides two years unlimited mileage on all dealer warrantee repairs. Fact is that the oil leak proves that because that was done about six months ago. Was told I’d need to discuss with service director who was in a meeting. At this point I went to lunch. Part two. I get to speak with service director Dayniel Alfonso with Josh and my son in law as my witness and being a gear head making him my source of support against more BS. Neither Dayniel or Josh bothered to pull my record and review it. The discussion was all about no proof that the damage was from them. Went as far as printing out a diagram and explaining how the technician may have pulled the steering column without any panels to resolve that service call from July 2017. I got fed up with the double talk. Asked for a print out of that service which I have high reason to believe was when the knee air bag panel was glued together versus being fixed. Why having friends is so valuable. Took my paper work and vehicle to my son in law’s friend at another Dodge dealer where she examined my vehicle and shared the service documents with a technician. This is where I feel dumb. On the paper work is clear as day the documentation by the technician expressing they removed the knee panel to my air bag. Not to dwell on my lack of bothering to read because I was anxious to get a second opinion, I proceeded to return to the service director and show him in black and white how he had lied to me. Double down time with you have no proof we fixed that incorrectly. Told me to talk to the general manager. I’m livid now. I’m not going home until I’ve talked to the last person on the totem pole. Turns out the GM has left for the day so I’m pushed onto Jeff Humphries sales consultant. Somehow this was second in command. Lol. Oh my. He walks over to the service department and after calling me his friend and how he was here for me that final word is that Auto Nation has a twelve month policy. I informed him the repair was conducted under Chrysler warrantee but he made it clear that matter not and I need to believe him. Mind you that’s pure BS and decided to further double down by telling me that the issue I had would have shown itself in six months. I asked him how he knows that. What scientific study was this based off. Told him I’m 54 and not to BS me because he’s only insulting me. Told him I need to speak to the GM, contacting a case manager at Chrysler and opening a case with the BBB. In the end I’m going to sue. At this point he put on his big boy pants and pointed me to his legal team minute I talk lawyers. At this point I realized I was just wasting my time further so left it with I’ll contact the GM tomorrow. He then instructed me (lol) to call him and he’d put me in contact with the GM assuming he was available. I then asked how I can get on his schedule. Told me to call him and he’d handle that. I don’t know what he ate that morning or if he actually believe a sales consultant was that important but I walked I knowing further talks with my new found friend looking out for my best interest although full of lies was futile. Tomorrow I will open a case with Chrysler and BBB. They can contact that GM as I’m done. Winter of 2015 I visited this dealership looking to buy a Durango. Ended up going with Arrigo because a few sales consultants treated me like I was there wasting there time. Only reason I service there is because it nearby and because in the past when there were issues they were resolved by going beyond the guides they had to provide. Here’s the rub. The damage to this airbag is a result of a service visit that took four days to resolve because the part being replaced was either broken or defective and needed to be shipped. Four days to fix what I was told was a few hours. Technician no longer works there. All they need to do is fix this issue versus using the “you can’t prove we did it” mantra. Perhaps it actually works. Not this time. I don’t just go away.

Alejandro Garriga Feb 18, 2019

I’m sad that it has gotten to this point with AutoNation Jeep; that I even have to write this review. I was referred over to Carlos Q with high recommendations. On Oct 23rd, we texted back & forth & was provided an amazing offer that I came in w/my husband to test drive the Jeep Compass. The color that I wanted wasn’t at the dealership, so we test drove a red compass that would have the exact same features that the blue one would have (once delivered). We put down a deposit & came back on Sunday (the 28th) to pick up the car. Arrived on Sunday, only to discover that the blue Jeep Compass did not have the same features at the red one. Granted, this was not Carlos’ fault & he was sincerely apologetic about the mistake. The dealership knew it was their fault but unfortunately, the sales manager that was on shift that day was a total dick & kept trying to push the red Jeep Compass onto me. It was clear that he was more concerned with pushing all the 2018 inventory he had on his lot instead of trying to rectify the situation that the vehicle I was promised was not delivered. He pretty much asked me 5x why wouldn’t I take the red Jeep & finally when I raised my voice & got upset was when he was like “fine, give them their deposit back.” He was super rude and unprofessional. We asked to deal with Juan T (the sales manager we dealt w/that previous Tuesday) & Carlos promised to try to resolve this. Monday rolls around & I was told that we were able to get the exact Jeep Compass that I wanted on Tuesday (this time in silver.) On Tuesday I was told to come in at 4pm to pick up the Jeep. 3:30pm rolls around & the car still isn’t delivered. At 6:15pm I received at text from Carlos that they were working on getting my car but not having luck & now he was waiting on a response from another dealership. I texted back that I was under the impression that the car was being delivered, thus confused about the text & asked if he could call me b/c I was unsure of what this all meant. It wasn’t until 12:30pm that I finally received another text (after calling & having to text AGAIN) that the car was already sold that same day at the other dealership & the 2018 Jeep Compass was unavailable in all of SE Florida. But they are NOW able to get me a new lease on a 2019 (hmmm..surprise/surprise). I was told to contact the sales manager Juan T to speak about this. Juan T said he would try to honor the same offer I was given on the 2018 Jeep Compass and he would call me back the following day. Thursday (Nov 1st) I did not hear back from Juan T, I called/texted & never received an answer. FINALLY heard from Carlos Q on Friday (Nov 2nd) that he would check on programs for the car now & he would get back to me. Have not heard back from anyone from the dealership again & decided to take my business elsewhere. ONE WEEK LATER, (after this entire ordeal) went down, I’m a proud owner of a Rav4.. in the color that I wanted! I am quite disappointed in AutoNation Jeep Pembroke Pines & how they handled everything. I put off writing this review in hopes that they would redeem themselves & rectify the situation, unfortunately that did not happen. While Carlos Q was very professional & not a pushy salesman, it was very upsetting when I never heard back about the leasing programs for 2019. I believe that he did try his best up until the past few days. I just hope after this review that this situation never happens with another customer again.

Cyn Go Gators Nov 4, 2018

On December 28th 2017 my Dodge Journey broke down. I had it towed into the Service Center at the Dealerships where I bought it. I was told It was really busy and that the Technicians would look at it and let me know what the issue was. Later that day I got a call from the Service Rep and she told me that the problem was not covered by my warranty and that it would cost me about $850 with parts and labour. I said ok but then they told me the part was in Orlando and it would be there on Fri or Sat by the latest. So Saturday I get a call telling me the part that came in was the wrong part and that the part my car needed (heater hoses) was on backorder and its not them its the Supply Company and its for all the state of Florida. Then I was told they would do the recalls on my car and as soon as the part came in they would call me. They had my car for 3 weeks before I finally said enough! I want my car back but then the Service Rep said I got good news and bad news. The good news was that my recalls had been done and that the part had come in but the bad news was that the Technician said my engine was making a noise and that it wasn't a good idea for me to drive it after the work was performed, but that they should do a tear down to see what is wrong with the engine and that it would cost me another $700 to see what the issue was. I was like just put the part in and I will tow it out of there. But then I was told my car wouldn't be ready till Tues maybe Wed. I also reminded the Services Rep that my car was still under warranty but she told me they would still have to do a tear down on my engine to tell me if it was covered by the warranty. I said no to the tear down just replace the part and I'll tow my car out of there. So Tues come and goes and my car isn't ready Wednesday comes and I get a call from the Service Rep, she says the Technician who was installing the Heater Hoses was looking over my warranty and thinks whatever is wrong with my engine is covered but he has to have a Master Technician look at my car. I said ok how long will this take? Service Rep tells me its still really busy at the Service Center and that the Master Technician can look at it in a few days. Well those few days turned into an additional 2 and half weeks. I FINALLY got my car back. The warranty covered the engine but not the heater hoses that were backordered for 3 weeks. They charged me $777.98 for parts and labor that I later found out from another Car Mechanic, they would of had to remove those parts to get to the engine which by the way I had a blown head gasket. Also I had asked several times for a loaner or rental car but they never would get back to me or they would say as soon as a loaner came in they would see what they could do. But that never happened either. I paid $944.54 out of pocket for 6 weeks of car rental and then was told that Chrysler would reimburse me as long as I saved my receipts. That was not the case they only cover 1week of rental and they had my car for 6 weeks and lied about what really needed to be fixed so they could get some kind of payment from me. They never called with updateds I constantly had to call and find out where they were at with my car. I will NEVER bring any car I buy to this Service Center again! About 45mins after I finally got my car back the ABS Brake warning lights came on my dash. They supposedly worked on a recall for my ABS Brakes and now the warning light stays on and I called my Service Rep about it and she Never returned my call. I am done with that Service Center I will NEVER go there again and I tell everyone with a car problem Not to go there either!

Theresa Cacciacarne Jun 25, 2018

Terrible service every time I need something fixed on my truck. The service department either needs a major overhaul of the way they conduct their buisness or a new flock of employees because it does not run smoothly Horrible encounter 1: Kept hearing a ticking or clicking noise almost everytime i turned. Quiet enough if the radio was loud enough you wouldnt hear it, but noisy enough when radio was quiet that it was like Chinese water torture, and obviously something was wrong..... Took it to them still under warranty for them to find and fix whatever it was. This was during the renovations to the service building, everything was a little chaotic but I understood considering the temporary work space and changes. They called me later that day saying it was fixed. I showed up, got my truck. The MOMENT i turned out of the dealer i heard the damn click. Drove it right back in to them. Still dont know what they did with my truck all damn day without fixing the problem i brought it in for..... They sent a tech on a ride with me, HE even heard it. Had to leave it overnight and was fixed by the next day. Horrible encounter 2 : Recently had an exhaust leak diagnosed by my mechanic. Wasnt too bad so he said it didnt need to be fixed then. Since my factory warranty was up, i was holding off as long as possible. Did research and found that the exhaust leak is still covered under my powertrain warranty.... made an appointment in the morning to bring the truck in for service at 11:30. Get there on time. A little confusion from the service adviser explaining a diagnostic charge ( i realized then and there and admitted i was confused and didnt understand but now did that if it WASNT an exhaust leak they would charge me, understandable.).....leave the truck, never heard from them all day. Finally they call me in the afternoon to inform me that my truck sat there all fucking day without a single person even looking at it. WHY would a employee make a service appointment when the department is obviously too busy to even take on my truck. 1 day of my life gone without having my vehicle due to terrible customer service. I asked to speak to a manager, they were busy apparently and told them I wanted a call from a manager before closing.............. Sat around all morning waiting to hear from them. No service rep called, no manager called. Called them myself around 11 to get an update on the vehicle. i was told "they were working on it". Dont know if I can trust that line anymore.... Service rep calls me back says the tech located the leak and was working on it, it will be done by the end of the day. I asked roughly what time so I could try and schedule my ride out there to retrieve my truck " 6:30" she says, the damn place closes at 7, a lot of help there...... They call me back a couple hours later and inform me that They repaired the leak on the passenger side, but also found there was a leak on the driver side. they wont have the driver side part till tomorrow so now day 2 wasted with my vehicle there. So their tech only looked at 1 side. From my own personal research, the Rams have this problem VERY often. Why didnt their own employee do a full inspection of all the exhaust to make sure???... I tell the woman on the phone i am extremely frustrated because this will make it 3 days im without my vehicle. They wouldnt give me a loaner. Ask to speak to a manager. Apparently theyve been in a meeting "all morning" and the other manager isnt even in today... So youre telling my the ONLY manager on site has been in a meeting for what, maybe 5 hours straight? thats not good buisness practice. I have HAD it dealing with this dealership. I can promise when its time for a new truck they will NEVER get my buisness again after these experiences. I will happily go spend money over at university dodge where hopefully their customer service department is run properly

Brian Walsh Aug 15, 2017

Escojan otro lugar no lleve su vehículo a este Dealer, fue horrible mi experiencia , luego de esperar por 4 horas y de darme un precio me dijeron que no encontraban el problema de mi carro . Yo lo había llevado por un temblor en el guía. Me dijeron que habían encontrado que el radiador estaba roto que eso me salía por $850 . Y le pregunto : y el temblor que tiene a que se debe? Me dijo que no sabían aun que necesitaban más tiempo y que el precio original que me dieron aparte de lo del radiador los $850 aumentaría pues había que invertir más tiempo en saber que tenía mi carro. Le dije al representante de servicios que no era ninguna estupida para que ellos me estuvieran entreteniendo y aumentado el precio y no dar con el problema de mi vehículo Me dijo que es que yo no sabía de mecánica y por eso no entendía porque el cambio de precio y le dije no entiendo de mecánica pero entiendo cómo trabajan los dealers . En particular ese señor que me atendió quería pasárse de listo pero el creyó que yo era alguna tonta y se equivoco .😡😡 Choose another place do not take your vehicle to this Dealer, it was horrible my experience, after waiting for 4 hours and to give me a price I was told that they did not find the problem of my car. I had taken him by a tremor in the guide. I was told that they had found that the radiator was broken that would come out for $850. And I ask him: and the trembling he has to be due? He told me that they did not even know they needed more time and that the original price they gave me apart from the radiator $850 would increase because I had to invest more time in knowing that I had my car. I told the service representative that it was not stupid for them to be entertaining me and increase the price and not give the problem of my vehicle He said that is that I did not know about mechanics and that is why I did not understand because the price change And I said I do not understand mechanics but I understand how dealers work. In particular, this gentleman who took care of me wanted to be smart, but he thought I was some fool and he was wrong.

Carmen Rosa Zorrilla Aug 8, 2017

I came in on a Friday morning to purchase my car thinking I was going to have to come back to have the towing hitch installed. I was told that if I wanted to borrow a loaner I could come back later in the day to pick up the car with the hitch on. Great I said!... Come 4pm, I show up and the Sales guy said my car was next to get done but to go home and he would call me when it was ready. Since it was Friday I decided to wait which was a waist of time. Why? Because the service department closed at 5 and there was no way my car would have been ready. So I left. Saturday morning I texted the sales person at 11am and 12 and got no response. I called and spoke with the manager at 12:45 and he said they would get right back to me. The sales person called me at 2:45 to let me know my car was ready and offered to drop it off. An hour and a half later he had not left yet so I had to cancel since he would not make it before 5pm and I had other things to do on a Saturday than wait around all day. So he said it would be ready for me to pick up Sunday anytime. I got there at 5pm. The sales manager handed me the keys, didn't ask me anything and said I was ready to go. Didn't walk through the car with me, didn't check to make sure nothing was missing or cared to ask why I looked annoyed. To add pain to injury, there were wires hanging down next to the muffler. When I told them and it was checked, it turned out the break system was not reconnected or something along those lines so I had to wait a little longer. After it was repaired I was told I had to come back again to update the software and that will take another hour. As I was being told that by the service man, the manager walked away like he didn't care. Lastly, since nobody checked the car before I left, the key lock holder was left in the back of the car and someone was nice enough to leave me their garbage on the pasanger door handle. Now the sales Person called me to schedule the software update and I would rather pay another dealership to update it than go back.

mbw2777 Oct 4, 2016

It took me 2 weeks to set up a service appointment at AutoNation Jeep; 2 weeks prior to February 15 I called the service advisor recommended by our sales person at the time we took possession of our NEW Jeep Grand Cherokee. We explained our concern about our vehicle Transmission; and were told that his Technician was attending a Seminar that week and that they following week this person was going to be catching up to make the appointment for February 15. I called the appointment desk and set my appointment for 8:30AM; upon my arrival I met with Gino (my advisor) and was told; not sure if we can take your car, as we about 24 cars in for transmission. I reminded Gino that I had waited for 2 weeks and that at least I wanted to have my vehicle diagnosed; finally he spoke to the Service Manager and told me that he was going to accept my vehicle. So I asked; how long will it take for you to diagnose my vehicle; “probably late this afternoon”. I told Gino that I work for a living and that I wouldn’t mind to wait 2 or 3 hours as I had my laptop with me and could work while I waited; anyhow, I had to go and discuss the issue with Bill the Service Manager. Finally I was offered a rental car. I tried calling/texting/e-mail both Gino and/or Bill that Monday afternoon to understand the status of my vehicle; and what a disappointing experience; none responded my e-mail or text. I was not able to leave a message because both mailboxes were full. The next morning it was time to contact Autonations Executive office – Kimberly listened to my concerns; apologized and call me back and told me that the GM from Autonations Jeep was going to call me. Within the hour I received a call from Mr. Cill who told me that he was stepping in and between Mr. Cil and Mr. Amaro my car was diagnosed on Tuesday; only needed updates and they were done and I picked up my car on Wednesday morning. My rough start had a pleasant ending and I will go back to this dealer for service and hopefully next time things will be under control. R Jacomino - Miami FL

R Jacomino Feb 26, 2016

I want to relate a recent experience I had trying to get my Chrysler Sebring repaired. I initially took it to my local dealer whom I had originally bought the car from new. In the ensuing 7 years he has gotten all of my service business which amounts to quite a bit of money. I ran into a problem with my car recently and of course brought it back to my normal dealer, they kept the car and I got a call from them several hours later telling me that they needed to replace a simple part but it was going to cost me over $1,000, I asked will that fix the problem I was told it might not so additional work and parts may be required. First of all it was just a plastic piece of trim and I was in no position to come up with that kind of money especially since it was open ended as to the final cost. I questioned the cost and the part with the dealer and there attitude was basically confrontational, there were no customer service skills at all. I felt as though I was being RIPPED OFF after all my years of loyalty. I told them I couldn’t afford that and not to do anything. I then did some research online about other Chrysler dealers. After reading many reviews I decided to contact AutoNation Chrysler in Pembroke Pines even though they are about 35 miles away because I saw that the General Manager seemed available and very involved in customer service. AN EXAMPLE OF EXCELLENCE I left a voice mail for the General Manager, Yuri Cil and really didn’t expect him to personally call me back. I have tried talking to the GM at my dealer for years unsuccessfully as he deems talking to a customer beneath him. Much to my great surprise a few hours later I actually received a phone call from Yuri, I explained the issue and problem and he actually listened asked question, interacted with me and I felt like he genuinely cared about me as a person, a customer and my issue. He told me that he would personally meet me at the dealership, introduce me to his best technician for the job and personally oversea ever aspect. So I made an appointment with him and drove the 35 miles to his dealership AutoNation Chrysler of Pembroke Pines. I went into their beautiful showroom and asked for Yuri and he actually came out and warmly greeted me. I felt that he really cared about me as a person and a valued customer. He then personally took me to service department and had his top technician German come and look at the problem with him and then told them to get the car in the shop and find out what is wrong and give me an estimate. Since I needed to leave the car he arranged for me to get a rental car at no cost to me and assured me that they would be calling me with what they found. Yuri and everybody I had contact with at the dealership was so friendly and positive and wanted to help in any manner that they could. The next day Jose’ the service writer called and told me what German had found and what it would cost. I couldn’t believe what he was telling me: for the same part that my dealer wanted over $1,000 plus Yuri’s staff said they would order the part, have it in that next day and the total would be UNDER $400. I could not believe there honesty, integrity and incredible customer service. I picked up my car the next day and it was all repaired, problem solved for a stunning $375. I have never had such a positive experience with any car dealer nor their staff: from the front desk to the man who parks the cars you can clearly see Yuri’s culture permeates the entire dealership. Kudos Yuri Cil to you and your staff!! I can’t recommend them highly enough, try them and you will walk away amazed as I was. This is a place where old time values of customer service still exists and with a smile. I will never go anywhere else for service from now on and when it is time to buy a new car they will be the first on my list.

Ken May 18, 2015

To: CustomerFeedback@autonation.com Sent: Friday, April 3, 2015 3:50:17 PM Subject: $1500 oil leak Hello, We just purchased a pre-owned BMW 650i from Pembroke Pines Chevrolet on March 18, 2015 with 49900 miles. I paid the advertised price and drove the vehicle home to Ft Myers. I noticed on the way home that the steering wheel was off center so I made a appointment at my local BMW dealer to have an alignment done. What came next was quite shocking. The service adviser (Frank @ Ft Myers BMW) said that I have a severe oil leak from an alternator bracket and a leaking vacuum pump. The estimate was close to $3400 for the repairs. I declined the work and decided to get a second opinion from an independent shop that also specializes in BMW's. Till's Import Car Clinic not only confirmed that the leak is severe, but also noticed that the lower control arm bushings are 75% perished (explains why the alignment could not be done). At this point I reviewed my paperwork and remembered that with the purchase was a 60 day limited warranty that may cover these repairs. After getting I touch with United States Warranty Corp and having to fax my copy of the policy in to see if the repairs are covered I get a call from Frank the service adviser that an inspector would like to see the car. Great, it seems as though this will have a happy ending. Sort of. The claims adjuster at United States Warranty told me that he authorized the vacuum pump & the control arm bushings to be repaired but not the oil leak. Apparently, from the inspectors opinion, this leak has been ongoing for some time and should have been handled before the sale. Furthermore, it is also the opinion of the adjuster (Chuck @ ext 208) that the engine was cleaned to hide the leak. Now, I'm no mechanic, but when the underbody panel is completely soaked with oil it does lend some weight to the adjusters claim of a long standing leak. So at this point I'm pretty upset. Chuck, the claims adjuster was actually very empathetic towards this situation and recommended I call the Chevrolet store to see what they could do, because this is something that should have been addressed. I mean they put new front brakes on the car, how could a tech not see oil everywhere ? Well, today I called and asked to speak with the used car manager to see if I can get some help. In a word, NOTHING. I didn't get the managers name, but he's the one with a English/New Zealand accent. He repeated absolutely NOTHING can be done. Didn't care, told me he was going to 'look into it' but I know when I'm being lied to. So, here I am stuck with a $1500 repair. Obviously, if I knew the car needed this much in repairs I would have passed on buying. What really makes me upset is that these are safety issues. I drive my 5 year old daughter to school 4 days a week. The oil is pouring down the block into the alternator, the vacuum pump leaking affects the brakes, and the control arm bushings are critical steering components. How could a car in this condition pass a basic safety inspection in a company like AutoNation? Not sure why I'm even writing this, its probably a 50/50 anyone will even read it let alone help.

Elise McMahon Apr 4, 2015

My husband and I went in for an oil change on our 2010 Dodge Charger, which by the way is where we have all of our work done, and were greeted immediately by the pleasant ready to work service team. Although it looked very busy my car was taken in -in relatively good timing. The waiting area is pretty small for the service dept. area but it offers a few seats, coffee, tv, and restrooms- more than that place that changes oil on your local corner. While we waited we walked through the used car lot and greeted by another employee who advised us the sales team would be in shortly. We sat in the sales lobby area as we waited, which is big offering tv, a small cafe type food sales bar, kids area, and soda machine. Moments later the sales manager came in and told us Noel Amaro will be right with us. We waited another 10 minutes until the manager came by again this time with Noel. (We were there very early) Noel showed us a used SUV and their best selling vehicle both which suited our needs -not that we were shopping to buy. Then Noel happened upon a 2014 Dodge Durango that he and the finance dept. MADE fit our budget. We left the vehicle there as we needed to get a few things together. My husband didn't get back to the dealership until 8:57 pm (they close at 9 and Noel was off since 6). The manager called Noel who came back within 5 mins and my husband came home with the vehicle by 9:30 pm with the deal that was put in place earlier that morning. I may as well mention that deal is beyond belief and I couldn't be happier, unless we hit the lotto too. Noel is truly the greatest. He is personable, honest (his appearance looks honest as well), well groomed, straight forward, and polite. He did not force the sale or any vehicle on us, was patient as we decided whether or not to purchase (seeing as we went in for an oil change) and very dedicated to customer service and his job. I would highly recommend this dealership to anyone, and if your buying look for Noel Amaro.

D & V Hanna Feb 21, 2015

Tomorrow will be 3 weeks since I took in my 2013 Dodge Dart which was making a noise in the front end. I have not received 1 call from my Service Advisor (that term is a joke). What's even worse is I took the car in for the problem September 17, and only after I called 4 times and left 3 messages did I get the service advisor who claimed he did not have any messages from me. Then after he checks calls me back to tell me the mechanics had left and the car sat there all day. After I complained he tells me let me check to see what can be done, and proceeds to tell me the car needs an oil change for the noise. So after dropping the car off at 8 am and waiting all day for a call, I show up at Maroone (sorry Auto Nation, same monkey different clothing) at 530 pm to wait on the oil change which took over an hour and guess what? Car still making the noise. Service advisor tells me you have to bring the car back. A week later I bring the car back, I get a different service advisor (one who was bitching about corporate being on premises), and I go thru the whole explaining of the problem again, They give me a rental and say should be a few days, 4 days later not a call from them, I go in person on a Sunday and make sure that a message is left for the advisor, yup nothing. 3 days later I go in person on my lunch hour. Advisor is at his desk bs'ing with a fellow employee, when I ask what is status of my car he tells me he's at lunch and has to call me back. Well that didn't sit well with me as I too was at my lunch hour. 2 hours later I get my 1 and only call, he tells me its a problem with the Dart and the parts are on back order, but they will have the parts by Saturday (October 4). On October 8 I go again to find out what's going on, my Service advisor is not in, I ask the advisor who is can she tell me what's wrong with the car, she says they don't know, I leave another message for my advisor to please call me. It is now October 14 I have no call back or any idea when and if I'm getting my car back. its incredible the lack of service, no one can look in the computer to say this is what's wrong with the car. I was apprehensive of using Auto Nation because of past experiences with Maroone, same DNA. I understand sometimes repairs take time, but a phone call at least every few days to say hey this is what's going on is not too much to ask for.

Robert Tacher Oct 14, 2014

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