Chrysler Dodge Jeep RAM of Utica

My fiancé and I purchased a Cadillac from Chrysler Dodge Jeep Ram of Utica on Commercial Drive. It was a horrible experience from the start and is still not helpful to this day. After we purchased the car, within a few weeks all these lights kept popping on. We called the dealership and they took the car in, for almost a month! When we got the car back, it still was not fixed as they stated the “person who was working on the car got fired and that what was wrong was not dire to be fixed and they would get the car back in before the snow hit.” They also promised 2 free oil changes for our inconvenience and I had to take the original review that I made from the buying experience down. Okay great done. Fast forward about 5 MONTHS now, we have reached out multiple times, left voicemails for the service department and manager of service department with yet no response. We had to pay for the oil change that should have been free and my fiance’s car is STILL not fixed and working properly. Now I’m sure we are not within warranty and they will tell us tough luck because when they COULD have fixed it they did not. What an awful experience and I do not encourage ANYONE to purchase a car from this dealership. They have awful customer service and customer experience. Never again. Should have listened to the person who warned us and told us to go next door instead. Tax time is coming up, don’t go waste your money on a car from this place!

This is your first warning!!! Do not buy a used car from CDJR. Can finally post this review to confirm CDJR is pretty bad... They sold me a Used Car with an Extended Warranty. After the initial 30 days, I immediately started having problems with the car. I brought it back to them multiple times and instead of telling me they can't work on the car (its a Buick...) they installed parts that didn't fit and advised they couldn't diagnosis engine issues from the jump. Now the engine has misfires, they won't work on the car and administer the warranty they sold me AND they sold me the car broken and told me it was verified by their techs to be in great condition. Well they couldn't verify this because they can't diagnosis engine issues so they couldn't do an effective scan. instead of telling me this the salesman lied to me and then CDJR fired the salesman for lying in other capacities and do you think they reconciled with those impacted customers? No... I bought it in October, first issue in December and then proceeded to have to bring it back every month and left it with them for a whole month in the spring to fix a wheel hub issue they told me did NOT exist. I had to get a second opinion to tell them about issues that are NOT specific to buicks... all and all this was the WORST car buying experience I have ever had. Also, they fired EVERYONE I worked with... 4 people in 7 months all fired for whatever reason and 2 of them seemed pretty nice and understanding. They never should have sold this car to a consumer; they should have auctioned it off to another dealership who could work on the car but now I have it and my family can't use it because the engine doesn't work, they told me it did, and they couldn't have known it didn't work in the first place but they told me it did anyway. I didn't know they couldn't; I have had dealerships do work on cars they don't sell in the past. This is the first time I've had Service say we can't fix the broken car we said worked but didn't all along and we didn't tell you we couldn't know it didn't work so we lied and said it did so you could buy it then basically saying they can't administer the warranty they sold me... I am lucky I have savings to put into the car but if this was my only car which MANY families in CNY are facing, they'd be f'ed and CDJR would give 2-snits about it and tell you call another dealer to do the work. can't include a pic of the engine block but these are examples of a repair using rip ties to deal with excess line (which is hanging from the bottom of the car now) and exhaust bolts I didn't know where missing but I did notice the exhaust was hitting the bottom of the unibody and asked them to fix it. Can't show a pic of the engine issues but after leaving the shop with it for the last time in early July driving it back to Syracuse, the check engine light came on and the light was blinking. The car had no pick up meaning driving off from a red light it was difficult to get to traffic speed. Yesterday 7/24 I got it to a buick mechanic and the car shut down as I pulled into the dealer lot. Had to push the car about 300 feet to get it there... Before anyone wonders I brought the car to be a daily driver around town. Furthest trip it EVER took with me was to the dealer for service. Otherwise it did township driving under 45 mph. It had 79K miles on it and now 7 months later it has about 82k miles on it with most of that coming from trips to the dealer. I am not a mechanic... not sure if CDJR expected me to diagnosis all these issues before I bought it... why buy from a dealership then if they won't certified and support their sales. I'm sure my case is exceptional but... ...you could be next!!! Again, you have been warned. A LOT of other places to buy a car... do your homework on the dealership. I wish I recorded all my conversations with the sales team... I plan on doing so with my future purchases from dealerships.

Would never buy from this dealership. After having a video sent to me confirming the vehicle was going to be mine, they sold it out from under me. Nothing was mentioned for deposits, money down etc. I was told it was my vehicle which I had all intentions of buying. I even took a day off of work, my wife took a day off of work, and we re-scheduled to accommodate making it down to the dealer. We had an appointment set to come in and buy the truck. I am extremely disappointed. They actually lost two sales today because my wife was looking to trade in her vehicle too. At least have the courtesy to call me before making a sale, not after it already happened. Geoffrey was great in setting up appointments for me and was nice enough to take videos of the vehicle understanding my busy schedule. I do not believe this was his fault as another salesman, Kenny had texted me telling me this vehicle was sold the day after. I was looking forward to meeting Geoffrey and it's a shame this was sold out from under me.

Nov 2024. I found a Wrangler on Jeep.com at CDJR of Utica. Then filled in their online information request. Within 30 minutes I had a phone message and text reply wanting to help! I had a great experience with Jordan Ross, Erik Hyde and Matt Coppola while purchasing the 2024 Willy. This was a long distance purchase with email, phone calls and texts. These guys were prompt and professional! When I arrived for pickup, the paperwork and Willy were ready for a quick turn. Thank you!

My salesman Kyle was awesome. I live 2 hours away and he took care of everything and made my experience awesome and painless. Utica CDJR gained a customer for life. It helped that the prices were much better than their competitors and they were willing to give a little to help make the sale. Most dealerships these days live on the motto of take it or leave it. Not Utica. I highly recommend Utica CDJR to everyone. See Kyle. He’s top notch!!!

Mark Hoch the GM went over and above to help me with the issues I was having with my Jeep. He had Chris Bridge take the reins to see that all the work was completed and it was. Couldn't ask for two nicer people to work with. Thanks, guys. Rick Leaf

Note - this review is for Service center only. I recently bought a new Jeep here and the experience was pretty good overall. Gave that team a good review. Trying for literally MONTHS to get someone on the phone for a service appt. No answer. Left Message. No return call. Stopped by service after buying parts to do my own oil change/filter/plugs because I couldn't get someone to get me an appt. I was told appts are booking way out, and I can only book online. That is terrible service. So went online to book. But can only book for recommended mfg services from jeep service schedule. Could not see a menu for any other type of work - like was there in the past. Really not acceptable. Wonder what Stellentis thinks of this? Their service was once a strong point of this dealer, when Sebastian, Erik, and John and a few others were still there. They knew their job. Until they get Service back in shape, looks like I'll need to drive out of my way to Rome for service on my 2 Jeep vehicles -both of which were purchased at Utica/Carbone Jeep. What a shame.

Was an interesting time getting a vehicle from these guys, sales team was awesome Kyle and Geoffrey were professional and easy to work with. I bought a used car just to clarify, a couple days later there was a minor issue. Had tried reaching out to the service team pretty much everyday for a week. Never heard back. However emailed Mark the general manager on a Saturday at I think like 8pm he answered not even 20 minutes later telling me the plan with the car. Couple days later received a call from Chris the service manager telling me to make an appointment with another dealership and they'd cover it. Made the appointment, at the appointment tried reaching out to Chris to let him know what was going on again with no answer and never receiving a call back. The dealership that ended up doing the repair had kept it contact every step of the way letting me know everything that was happening. Only negative thing i have to say about this is the service side of things sucks at communication. Everyone else top notch, they did the right thing, and it was simple after I got in touch with Mark. Sorry for the lengthy review but wanted to be as honest as possible.

No integrity set and appt to test drive car at 5:15 at night for the next day. Sold the car from under us...said we should have placed a deposit over the phone but never offered us that option.

Worst experience ever. I would never recommend this dealership to anyone. I purchased my Jeep July 2022 as any new owner I was excited, but to my dismay I had no idea the terrible customer service I would be in for. Not even 3 weeks later my jeep was brought back for an issue regarding the dome lights. At first I couldn’t get the service manager to even give me an appt. Then I finally managed to get an appt. Where my jeep sat in their lot for 1 week untouched because no one knew it was there even though I checked it in with service. After that the service center had my jeep for 4 months for Dome Lights that wouldn’t turn on! Service manager notified me they placed the part in the wrong vehicle and that they also found chewed wires in my “Certified Pre Owned” car. When I finally received my jeep back in October no more than 20 days later did my jeep go back because it wouldn’t Park. It was later figured out that the transmission body module failed, Service center stated I came in for my check engine light. After this amount of chaos I wanted to trade out of my jeep, the service manager helped me but wasn’t able to stay within my budget. During this time I was given a loaner, but later inconvenienced once again as I was given a loaner with no insurance coverage. I took my jeep back once again only to have my life put in danger as I was driving 50mph and no warning the jeep was dead in the road. I finally was able to get it back to the dealer and the general manager and the service manager couldn’t find any other excuse besides “this is what happens when you buy used” they did try and help me with finding a trade but weren’t able to stay in my budget and I was losing all the perks in my jeep that I purchased only to pay more a month for my loan. I was made empty promises from the general manager Mark, saying that he personally would call me the next day with info about my jeep as it had been 3 weeks and no communication. No call, Geoff the sales manager was suppose to email me new trade options the next day as well. No email. All I got was several calls a day stating my loaner contract was going to end and have no coverage, which is funny when they gave me a loaner for 3 months with no insurance and had no worries then. I wouldn’t touch this place with a ten foot pole, unless you want countless issues, no communication, new staff every few months and chasing people down for answers. I’ve noticed several other reviews matching my issues I had. This dealership is not like when the carbone family used to own it. Lithia doesn’t care about its customers and neither does the staff in this dealership