Dangerous mistakes by service dpt, misses in inspection, bad communication
I originally purchased my Jeep through Colorado Chrysler Jeep which has been purchased and is now run under the Larry H Miller brand.
I was pleased to hear Larry H Miller had started to take over the service at this location because I had heard a lot of emphasis on their brand focusing on quality and the customer experience.
It's unfortunate that none of this lives up to the hype. Worse than this: there were actually dangerous mistakes made with my JEEP.
Major problems:
1) 5 tire rotation performed and they forgot to tighten the lugnuts on the spare tire. The tire actually flew off of my jeep while in motion after leaving the service shop. This could've literally totaled a car or resulted in a dangerous accident had this been on the highway.
2) I asked for a full vehicle inspection and there were misses including coolant level that I've already had to follow-up on at another auto shop.
Minor / Experience related issues:
1) No proactive contact from service shop. YOU will need to call them for check-ins on your vehicle, even if the estimate was only a couple hours to have the vehicle completed. I actually had a scenario where I had called in for a check up and before I knew it the day ended with no call regarding if the vehicle was done. The jeep was stuck there an extra day with my expectations having never been set for such.
2) If you get in touch with their operator: she is incredibly short and rude. You can tell she does not like her job very much-- and this immediately sets a negative tone for your experience.
3) Management takes several rounds to make contact with you if you are having a bad experience. And worse: even after the very disappointing issue of my rear tire coming off of my jeep they never had the GM reach out. The apologies were somewhat half-a**ed and scripted. Discounts were minuscule. Staff seems very untrustworthy.
4) You're supposed to have a 'dedicated rep' from start to finish. They do not have this figured out. At point of arrival every single one of the customers had the wrong person addressing them when I arrived. Whatever operational measures they put in play are not working.
So the summary I'd provide is there is very little communication. The manager will readily tell you he took over a 'cluster f*ck' and despite having months to improve this they are not making headway. If you read more reviews on Facebook, Yelp, etc. you will find some pretty disturbing reports. I get it that those of us with negative experiences are more vocal because we are highly motivated to be. I am also someone who comes to these pages to shout loudly about great experiences as well, though. Larry H. Miller has floored me in how poor they can be at this-- especially with someone with levels of income that could give them repeat business in years to come.
IF you have a problem with them: be prepared for hours of having to make your voice heard. Their dedication to service only goes so far.
I hope this helps someone. I know many are going to run into the 'I told you so!' rather than avoiding them altogether.
(Bonus item: Want to discover something interesting? They bumped their own review ratings on Facebook by having employees comment about how 'great it is' to work there. What a shady act!)
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I was pleased to hear Larry H Miller had started to take over the service at this location because I had heard a lot of emphasis on their brand focusing on quality and the customer experience.
It's unfortunate that none of this lives up to the hype. Worse than this: there were actually dangerous mistakes made with my JEEP.
Major problems:
1) 5 tire rotation performed and they forgot to tighten the lugnuts on the spare tire. The tire actually flew off of my jeep while in motion after leaving the service shop. This could've literally totaled a car or resulted in a dangerous accident had this been on the highway.
2) I asked for a full vehicle inspection and there were misses including coolant level that I've already had to follow-up on at another auto shop.
Minor / Experience related issues:
1) No proactive contact from service shop. YOU will need to call them for check-ins on your vehicle, even if the estimate was only a couple hours to have the vehicle completed. I actually had a scenario where I had called in for a check up and before I knew it the day ended with no call regarding if the vehicle was done. The jeep was stuck there an extra day with my expectations having never been set for such.
2) If you get in touch with their operator: she is incredibly short and rude. You can tell she does not like her job very much-- and this immediately sets a negative tone for your experience.
3) Management takes several rounds to make contact with you if you are having a bad experience. And worse: even after the very disappointing issue of my rear tire coming off of my jeep they never had the GM reach out. The apologies were somewhat half-a**ed and scripted. Discounts were minuscule. Staff seems very untrustworthy.
4) You're supposed to have a 'dedicated rep' from start to finish. They do not have this figured out. At point of arrival every single one of the customers had the wrong person addressing them when I arrived. Whatever operational measures they put in play are not working.
So the summary I'd provide is there is very little communication. The manager will readily tell you he took over a 'cluster f*ck' and despite having months to improve this they are not making headway. If you read more reviews on Facebook, Yelp, etc. you will find some pretty disturbing reports. I get it that those of us with negative experiences are more vocal because we are highly motivated to be. I am also someone who comes to these pages to shout loudly about great experiences as well, though. Larry H. Miller has floored me in how poor they can be at this-- especially with someone with levels of income that could give them repeat business in years to come.
IF you have a problem with them: be prepared for hours of having to make your voice heard. Their dedication to service only goes so far.
I hope this helps someone. I know many are going to run into the 'I told you so!' rather than avoiding them altogether.
(Bonus item: Want to discover something interesting? They bumped their own review ratings on Facebook by having employees comment about how 'great it is' to work there. What a shady act!)