Jeep, Horrible Service at Classic Chrysler Dodge Jeep Ram Fiat of Arlington TX! I would like to make a formal complaint on your service department at Classic Chrysler Dodge Jeep Ram Fiat of Arlington. I own a 2011 Jeep Grand Cherokee Limited with approximately 127,000 miles on it. As you are aware, things start going wrong with age. I brought my Jeep into your service center on: 3/11/25 for them to replace and program the PCM/ Processor Assembly. Upon picking it up from your service center on 3/13/25, the drivers side vents were now blowing hot air (new issue – that was fine when I took it in). Passenger side was blowing cold with no issue. They also recommended to Replace the ABS module immediately, turns out all that was needed to be done was it to be plugged back in. A friend did that for me and now the ABS works fine… We took the Jeep back, and they told me it was the left side blend door actuator gear that was broken. I approved the repair and picked it up. I was in a hurry and it wasn’t blowing cold but thought “give it a second”, by the time I got home I realized it was still blowing hot air from the driver side vents. I immediately texted David Shelton and he asked when I could bring it back. I told him it was going to be a few weeks since a dent repair shop was picking up my son’s vehicle and would have to use mine for a week or so. He said that was fine, Just let him know when I could get it back there. By the date I could get it back, David no longer worked there. I got in touch with a really nice guy, Robbie Kent. I explained everything, and he said they would check it out and let me know. He called me back quickly and said that the mechanic is saying that the HVAC distribution housing needed replacement. I discussed this with Robbie and explained what was just done and the fact that in all the notes it said that they performed HVAC calibration and found calibrations passed. I felt that maybe it was a bad part or something. I also pointed out that in the mechanic’s notes, they put that only cold air was blowing out of driver side – which was not correct (See screen shot attached). Robbie said that he needed to talk to his manager about it. I told him to feel free to have his manager reach out to me, and Heather did. I told her that I felt like they miss diagnosed the issue initially and they said they drove it 5 miles and it was blowing cold. I don’t believe that since it was blowing hot when I picked it up. I’m sure you can pull up in the notes the screen shot where the mechanic stated that upon inspection found customer concern present. Found the Driver side vents only blow Cold Air. Heather was not able to see that. We continued to discuss going in circles. She said the original repair that the gear was broken, and then said that the HVAC may be shorting it out. I asked if they had pictures or the original part to which she said no. I would like to know if a gear was really broken or shorted out. I asked for a reimbursement on the labor on that repair since I do not believe they did anything. She told me No she cannot do that. I felt very disrespected by Heather and she was hateful. This isn’t my first issue with that service center and said before that I would never go back but it’s the closest, so I did, but definitely my last. I was simply trying to get things that needed to be fixed, fixed so I could sell and get another Jeep. Heather single handedly changed me from a devote Jeep driver (3rd one owned), to shopping other brands. Why buy Jeep when I cannot get good service without having to drive long distances and eat up my work time? Another Previous Bad Service email to a different service manager that I never got a response from: I made an appointment weeks out for them to address recalls, look at my backup camera, and address why the windows roll down on their own when I cut the vehicle off. I arrived just to find out my service advisor was out that day and the girl that was supposed to set me up with a loaner was no longer there, and they did not have a vehicle ready for me. They did get me something to drive after awhile, I discussed my concerns with the service advisor they gave me. I got no updates from him without having to reach out to him first. They were supposed to know what recalls were and could have ordered the parts prior to my jeep arriving just to sit for days. The cashier told me to not let the loaner vehicle go over a certain mileage so that required me having to take it back and switch to a different loaner. My advisor told me then that my Jeep would be ready Monday. I asked about the other concerns and he obviously did nothing for that, and never followed up with me. Monday comes and I get a text with a lot of recommendations and I had to call my service advisor to figure out what all of it was. The window issue they said could not be duplicated, but it did it in the service drive and 100% of the time so I find it strange the couldn’t duplicate. They just did not try diagnosing it. They also told me the backup camera would require a new radio and camera, but it was discontinued so my best bet is to go to Car Toys and get a new one. I do not feel like they tried diagnosing that just like they didn’t for my window issue. I did get the service advisor to remove the diagnostic fee from my bill, but had there been better communication I would have felt different about the diagnostic fee. I will never take my vehicle back to this dealership, nor will I buy a vehicle from them. I felt like I was dismissed and a nuisance. This has been a nuisance that I honestly don’t have time to deal with, but I Never get good service with this service center. Feel Free to call and discuss if necessary. My next steps is to take this to BBB, and Jeep Corporate, but I am giving you the opportunity to make things right first. Under No Circumstances am I unhappy with Robby Kent and his level of service. He did everything he could, and took it to his manager when his hands were tied.
