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We are extremely disappointed in the level and manner of service we recently received at the service department of Vero Beach Chrysler. We were appalled by the lack of knowledge and apparent incompetence of the service department as well as the often confrontational tone in our personal and phone conversations with John Wilson, the service advisor and Lumenda Lutz, the service director.<br /> <br /> On November 2, 2013 we brought our 2005 Chrysler Crossfire in for service. We recently bought it used and we noticed a couple of problems plus we wanted the roof replaced as it was still under warranty and had the issue of the roof window detaching. When we brought it in, there was a noticeable shimmy at highway speed, the antenna needed to be replaced, and the horn, rear spoiler and remote control power door locks did not work but the roof went up and down. The only roof issue was that one of the metal flaps of the rear compartment where the roof went in did not extend properly. John Wilson, the service advisor, stated that there was a place nearby that could manufacture the cables needed to make those flaps work correctly. <br /> <br /> After many weeks at the dealership, numerous issues surfaced regarding the wheels delaying the completion of the repairs. We had to purchase two new tires and a wheel adapter broke. Finally, the shimmy was corrected, the electronic issues that caused the horn and the spoilers to malfunction were corrected and the roof was replaced. The issue with the power door locks was never fixed in spite of us purchasing a new key and a new antenna was ordered but never delivered or installed. <br /> <br /> We came to pick up the car on December 17th. We paid the invoice #CHCS234457 for $3,653.03, which included the full amount stated in the estimate (including the $27.90 for the mast antenna 8060022 that we never received) plus the cost of the new tires. At that time, John Wilson, the service advisor, claimed that the air bag light was permanently on. This was not included in the diagnostics or in the original estimate of November 2nd nor had we been informed before 12/17. When my wife, son-in-law and I drove the car, we never saw the air bag light on. Then on December 17, we were informed that we would have to spend an additional $2000+ to replace the ORC module to fix it. <br /> <br /> In addition, they could not get the roof to open. Mr. Wilson agreed that it had opened and closed on November 2nd when I brought it in and that it opened and closed when they replaced it. Mr. Wilson and Lumenda, the service director, stated that I would have to pay nearly $5000 additional to replace the roof motor to fix the problem. I refused. They kept the car for three more days and said that they fixed the roof problem, which was corrosion on one of the contact switches. <br /> <br /> On December 20th, I went to pick up the car. I asked to see the roof go down before I paid the additional bill of $106.50. Mr. Wilson could not get it to go down even though he claimed that it worked that morning. Greg Dublin, another service person, came over and try to make it work and he ended up pushing the switch through the console. Mr. Wilson keeps on telling me to pay the $106.50 and take my car. I tell him that I won't do that unless the roof works, that that was the bottom line. The roof worked when I brought it in (Mr. Wilson put the roof up in our presence) and it should work now. He became confrontational and told me that he would have to start charging me a storage fee for the car even though the car was not fixed. And there is still the issue of the missing new antenna which he claims is on back order, thus the car is not yet fixed even though we have already paid for the antenna. Mr. Wilson left the dealership and I stood in the parking lot waiting 30 minutes for my wife to drive up from Port Saint Lucie (where Mr. Wilson also resides) and pick me up.<br /> <br /> We came back on December 23rd and insisted that they lower the roof before we would take the car. We told them to lower it manually. Lumenda told us to look in the owner's manual and read the directions for lowering it manually. One of the technicians came over and managed to lower it electronically. Apparently, the roof motor did work. We took our car despite the antenna not being replaced; the door locks not working, and having a very unpleasant experience at your service department of the Vero Beach Chrysler dealership.<br /> <br /> I have been a licensed driver for forty years and have owned cars for the past thirty-five years and I have never experienced as unprofessional, confrontational, and discourteous service experience as I did at the Vero Beach Chrysler dealership service department.


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