Customer ReviewsforWaverley Chrysler Dodge Jeep Ram Ltd.

Poor communication and service I recently got a 2020 Suburban RST May 5, 2023. I took the vehicle for a test drive and knew immediately that I wanted the vehicle. The sales person told me that the vehicle had transferable bumper to bumper warranty, extended warranty, tire warranty, and undercarriage warranty. He also told me that when I take the vehicle home that it would have a full tank which it didn't. I picked it up with an eighth of a tank. When I took the vehicle home the sales person told me that the warranty information package and the gas card are being mailed to me and that i should receive it in a few days which never happened. I have asked repeatedly since then. It is now September 8, 2023 and i still have not received anything. I recently went for an oil change and the person who did my oil change said i need to get my struts and shocks looked at. So I took the vehicle back to Waverley and they told me that I do need to replace them and that the cost would be covered and that I wouldn't have to pay anything. So now I will be getting a full vehicle safety to ensure that this vehicle is safe which I don't think it is. I was told to bring my vehicle in on September 7, 2023 for repairs as on August 31, 2023 I was told that the parts were being ordered from ****** ********** On September 7, 2023 I went to ****** ********* and talked to them and they told me my vehicle was not at that dealership as I was told nor was the vehicle booked or parts were ordered. I am now awaiting for a response as to when my vehicle will be fixed and when the transfer of warranty(s) will be done. I had to get the schedule B form from the chevy dealership and send that off to the sales person I deal with at Waverly. I am dissatisfied with communication and how long everything is taking. I love my vehicle and just want to feel safe driving it as it should be when getting a new vehicle.

Thank you for reaching out and explaining your concerns . The vehicle was delivered with a half tank of fuel. A *** ** gas card was mailed out to you to satisfy your concern regarding the full tank that was promised. I can confirm that the vehicle does have an extended warranty as advised. Waverley Chrysler is authorized to facilitate any warranty work required. I can assure you that this vehicle has had a complete certified pre owned safety inspection completed. I am unsure as to what your are visiting other dealerships to assess any concerns. We show that you were at the dealership last on August 23 to have a tire repaired. It is my understanding that a service appointment is in place for you to bring in your vehicle on Thursday September 14 . I trust that the concerns will be taken care of when we have the opportunity to inspect the vehicle and address any concerns.

Very poor experience with service department.

I have a 2017 Chrysler Pacifica Limited. In October 2021, the backup camera guidelines disappeared. The following is the account of the multiple repair visits, unnecessary part replacements, and the final fix which could have been done much faster and more effectively ********************************************
I was able to bring the vehicle in on Dec 27 2021. The service department first replaced the camera (no effect), then replaced the Body Control Module (no effect). I was told the service technicians didn't want to call Chrysler Engineering for support. I needed the vehicle, so I scheduled a follow-up visit. After this visit, additional problems that had not been present before appeared: Driver door ajar sensor not working, the driver side sliding door button not working, and rear driver side seat stow button not working. All had worked prior to this service.

The second visit was on Jan 14 2022. During this visit, nothing was fixed they diagnosed that the issue with the camera was the rear hatch camera harness.

The third visit was Feb 15 2022. During this visit the rear camera harness was replaced, fixing the camera. But the other issues remained.

The fourth visit was Feb 28 2022. During this visit it was discovered that a pin was missing from the Body Control Module replaced in December. This was replaced, fixing the remaining issues.

In summary: The problem was a single harness that took an afternoon to replace.
What happened was 4 visits inconveniencing me for a total of 10 days, and replacing the camera and the BCM (twice) without need.

I expressed my dissatisfaction **************************** (not calling for support). When I asked what I would have been billed had I not had warranty, I was told that they would have fixed it properly if I didn't have warranty. That isn't better. *************************************************************** ************************
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We are sorry to hear that it took multiple visits to repair this backup camera and related issues. These systems are complex. As such, the manufacturer provides a diagnostic procedure for technicians to follow. The diagnostic and repair steps taken were based on these procedures.

I apologize if there was any miscommunication, but the wiring harness (as you noted) was not the ultimate repair. As documented on the final repair description provided, the BCM module was the root cause of the backup camera issue. As it turned out, the replacement BCM created the unrelated issues with the sliding door switch, door chimes etc. Both the difficult path for this repair and the failure of a replacement component are not common, but they do happen.
Chrysler Engineering was involved in this repair once the manufacturer's standard process was completed. Chrysler documents each case and retains this information by VIN. Though this is documented on the customer copy of the repair order, it may not have been discussed with you.

The steps taken in a repair of this nature are the same whether the vehicle is covered under a warranty or not. Again we apologies for the amount of time required to reach resolution.

The Waverley Chrysler Service Team