Luther Brookdale CDJR

Chad, thank you for your feedback. Unfortunately, the cause of your engine failure was due to a broken spark plug, which is not covered by the third party warranty you purchased. We do not have any influence on what the warranty covers and simply provided pictures to the company so they could determine whether to accept or deny it. As a gesture of goodwill, we also significantly reduced the rate for the engine tear down performed to determine the issue. Our team wishes you the best moving forward. Regards, The Team at Brookdale Chrysler

While your gesture of goodwill was appreciated, it does not make up for the lack of clear communication. We will also have to agree to disagree on the cause of the engine issues. Further work has revealed that the spark plug did not break on it's own accord (information we also presented with your Service team). If it had been just a bad plug, we would have accepted that it was outside of the the 3rd party warranty and moved on with just being disappointed in the length of time the diagnosis took and let it go. To be clear, that is actually what we did until the same error code and SAME location, newly replaced, spark plug caused a misfire after 100 miles use of being repaired by your service center. This clearly shows the original diagnosis was wrong and the original spark plug did not suddenly break unprompted. When presented with this information, the communication remained poor and there was a lack of clear communication on what to expect and when to expect resolution or at least clarity of next steps. We again gave you all the benefit of the doubt, and brought the vehicle back to you at our own cost. We understood the work had to be fit into the schedule and remained patient for the first 3 weeks, but after another month of "we will know more tomorrow" or "next week" it became abundantly clear that our business was not valued or needed. We felt like an inconvenience to you. If you didn't want to pursue the work, being upfront on that would have been appreciated and you could have saved us another month of waiting and additional towing fees. The truly sad part if that this Dealership/Service Center used to be our gold standard. Lastly, I want to be clear - Covered or not covered parts is not the main point of our review. The main feedback is that communication was NOT clear and we felt misled/ unheard at multiple times in the process. We remained calm, gave space/time and did not make unreasonable demands. We are frustrated that despite our best efforts we were not able to resolve this repair with your service center.

Thank you, Kenny and Tricia, for your wonderful review! We truly appreciate your kind words about Jay and Angel's service at Luther Brookdale Chrysler Jeep Dodge Ram. It's great to hear that they made your purchasing experience comfortable and enjoyable. We strive to prioritize our customers' needs, and your feedback is a testament to our team's efforts. The team looks forward to assisting you again in the future! Safe travels in your new vehicle! Regards, The Team at Brookdale Chrysler

Thank you for sharing your experience with us. We understand your frustration regarding the issues with your vehicle and the billing discrepancies. We appreciate your feedback as it helps us improve our services at Luther Brookdale Chrysler Jeep Dodge Ram. If you're open to it, we encourage you to reach out directly so we can address your concerns further. Your satisfaction is important to us, and we want to ensure that we uphold the standards our customers expect. Regards, The Team at Brookdale Chrysler

Thank you, Brian! We're thrilled to hear that you had an excellent experience at Luther Brookdale Chrysler Jeep Dodge Ram. It's great to know that Chris and Angel provided you with a smooth buying process. We appreciate your kind words and look forward to seeing you again! Regards, The Team at Brookdale Chrysler

We acknowledge your review and are currently looking into the events you’ve detailed.

Thank you for your feedback. We understand your experience with your truck's service at Luther Brookdale Chrysler Jeep Dodge Ram has been frustrating. We appreciate you bringing this to our attention and would like to investigate this further. Please reach out to us directly at your convenience to discuss your concerns in detail and ensure we can address any outstanding issues. Thank you once again for your input, and we hope to provide a better experience in the future. Regards, The Team at Brookdale Chrysler

Thank you for your kind words, Linson! We're thrilled to hear that Jay helped you find exactly what you were looking for. At Luther Brookdale Chrysler Jeep Dodge Ram, we strive to provide awesome service and it's great to know we achieved that for you. We look forward to assisting you again in the future! Regards, The Team at Brookdale Chrysler

Thank you, Kata, for sharing your fantastic experience at Luther Brookdale Chrysler Jeep Dodge Ram! We’re thrilled to hear that Jay went above and beyond to assist you with your new Jeep. Your satisfaction is our priority, and it’s great to know we could provide you with the best dealership experience. We look forward to seeing you again! Regards, The Team at Brookdale Chrysler

Thank you so much for your wonderful review! We truly appreciate your kind words about the stellar service you received at Luther Brookdale Chrysler Jeep Dodge Ram. It's fantastic to hear that Michael was awesome to work with and that your 2024 Jeep Wrangler repairs were completed promptly. Your continued trust in us means a lot, and we are grateful for your recommendations. We look forward to seeing you again for your future vehicle needs! Regards, The Team at Brookdale Chrysler