I can't comment on their sales group, but avoid the service department! I wish their was an option for zero stars.
The following is the note I sent to the service manager on Dec 22 after my recent experience. I also submitted it through their customer feedback survey. I did not receive a follow up from either.
My 2015 Jeep Cherokee was towed by Chrysler Roadside to SH Jeep on Tuesday. I had a parking brake error message, a transmission error message, and the check engine light came on. The Jeep was making a clunk going from park to drive.
I had called your service department and they recommended that I call Chrysler and have them tow, which I did. The Jeep was dropped off sometime between 3:30 and 4 PM on Tuesday.
I did not receive a call that it was received or any information. I called several times and finally reached someone and was told that the service department had gone home for the day.
I received a text on Wednesday morning that Geno was my service adviser. He called a few minutes later and I went through the issues and asked for a loaner. He asked about my extended warranty which I had to investigate. I knew I had one, but did not have the information. He said he would check on a loaner and the extended warranty and then update me after 8 AM when he could verify the extended warranty. I did not receive any update.
I verified the extended warranty information with the dealership where I purchased my Jeep and replied to the service text before 8 AM with the info that it was a Zurich warranty. I did not receive a reply from Geno.
I texted at 10 AM and asked for an update on a loaner and status of the Jeep. No response from Geno.
I called at 11 AM and left a voicemail for Geno asking for an update. I didn't not receive a call back.
So I showed up in person at shortly after noon to find Geno so I could determine the status of my vehicle and a loaner. It was obvious he had not checked on either. He went to check on a loaner and came back to report that service was going to take my vehicle for a test drive.
No apology. No admission of that it took me standing in front of his desk to get a response, an update, or even a status.
Apparently there was a computer issue with the Jeep which had to be reflashed - problem solved?
Perhaps - but this does not excuse the poor communication - and poor overall customer service - from Geno. I would recommend Geno receive remedial customer service training. Any future service I have at South Hills will come with a specific request for a different adviser.
Someone who can't communicate and can't apologize for their lack of communication should not be someone you have interacting with customers.
This is not the first time that I have contacted the service department or left a voicemail that has not been returned.
In the end, I am writing with one specific question - why does it take showing up in person to stand in from of Geno's desk to get an update and to get my vehicle looked at?