Empire Chrysler, Jeep, Dodge

The best car buying experience to date! My mom is a disabled veteran and is on a tight fixed incomeShe was looking for something with room and a few bells, nothing fancyWe looked at almost different Jeep dealershipsThey all wanted to put her in a car that was barely bigger than what she had and they wanted to charge moreWe got the run around and the brush off for weeksUntil we talked to Josh H [redacted] He went through hell and high water to find my mom the car she wanted with the extras she liked AND it was EXACTLY at her price pointJosh went above and beyond and put a lot of time and grunt work into finding my mom the Jeep for herThanks to Josh my mom is now the proud owner of a Jeep Patriot Sport! I can truly say that Josh H [redacted] exemplifies "The Empire Difference" Thank you Josh for your hard work and 110% extra effortWe would HIGHLY recommend Empire CDJR!

In response to the complaint by *** ***We did not deliver his truck with said damagesWe take pride in our delivery's our employees in our detail department look very carefully at cleanliness and for damages the truck left our dealership with no damagesWe
had two employees involved in the delivery one was driving the truck the other followedThe truck was taken straight to the resident of the customer with no damagesThe question of miles on the truck it is not uncommon for a new vehicle to have to miles on them before delivery sometimes the factory test units at random as well the dealership is required to drive the vehicle before deliveryIt's approximant to miles from our dealership to the customers residentsWe strongly feel the truck was not damaged by our staff but in consideration of customer satisfaction we will repair the trucks rear bumper and rear tail lamp only if customer brings the truck to us for the said repairs customer must pickup the truck from our repair shop

I called on 6/12/to arrange my visit and order my tires (Michelin Pilot Supers)I was given a 4pm appton 6/19/Appt day: At ten till an associate from service (Steve M***) approached me asking if I was waiting on a set of FirestonesI informed him that I was not, it was discovered that the tires I had ordered were on back order and would not be available until SeptemberI ended up with Goodyear Eagle RSAsI have had these tires before, and really didn't want them again, but I wasn't in a position to be very pickyAfter minutes of waiting the service manager, Debbie M***, sauntered over and informed me that, "it'll be at least o'clock before Steve gets back with those tires and I get somebody to put them on, and I won't have anyone here to do that, none of the service guys stay that late."(Steve talked to me like I was stupid, but this lady talked to me like I was a complete and total it as well as a huge waste of her time).Debbie informs me that the tires will be there tonight and she'll have them put on 1st thing in the morning, we arrange it so I will receive a phone call when work begins on my car due to the fact that the trip from my home to the dealership is approxhour I'm given a vehicle to drive back to my home in Ashe countyThis loaner vehicle was a dodge minivan service vehicleIt had 222,miles on it, the low fuel light on, squeaky, useless brakes, a leaking, slipping transmission, and dried out, useless windshield wipers, and of course it was pouring rainI make it home, irate and disgustedI want my car backI realize I should have just left when they mentioned FirestonesSaturday morning comes, no phone callAt 11, I call, they have no idea what I'm talking aboutI get in the *** van, that has ruined my concrete driveway with tremendous spots from various leaking fluids, I get to the dealership at 1:30pm and I'm informed that Steve has just called and let them know what is going on and that my car had just been started onThe tires I don't want but had to get are put on and my alignment is completedMy wife decides to call the GM of Empire to inform him of our recent troubles with his dealershipShe calls just to inform him, not seeking any reimbursement, as we have both decided that we will no longer do business thereMeH*** is apologetic and says that he plans to look into it(He also informs that the van I was given is unofficially retired and not fit to drive)When my wife gets in the Challenger to drive it back to TN, where we live during the week, she calls me complaining that it feels like she is driving an air boat and the car is floatingI instruct her to read off the tire pressures from the dash, which were: 48, 51, 49, The max stamped on the tire: 44, and the manufacturer's recommendation for those exact tires printed on the inside of the door: psiThe following weekend (7/4/15) I attempt to change my front brakesWhen I go to remove the lug nuts, all are strippedI travel to the dealership, sure they'll attempt to remedy the situation, but noInstead, I'm asked, "what do you want me to do?" Or told, "there's no one here that can." I look up MrHarrold as per his instruction and call him at home, I speak to his wife he is mowing so I leave my name and numberI had to call him at the office on MondayNow my car is sitting in the driveway, unsafe to be on the roadMy wife is driving a Cobalt, enough saidI'm waiting to see what MrTim H***, owner and GM will do to make this semi-right, I'm hopeful, but not overly optimistic

Worst service department I have ever dealt with I took my car in on Tuesday July 5th because I had white smoke coming out the exhaust and I was losing anti-freeze This lead me to believe it was a head gasket issue I was told by Heather that they would not be able to see my car that week because they had other cars ahead of me but that they could get to it next week I called the following Tuesday, they still haven't looked at my car but would get to it the next day I called Thursday, still not looked at it but should get to it on Friday was what I was told I called Friday and no one had looked at it I called their corporate office on Friday and was told a case manager would get in touch with me the following week On the following Monday, July 18th, Tommy @ Corporate called and said he spoke to Kevin who said my car would be looked at either that day, no later than Tuesday and will have a diagnosis on Wednesday the 20th I was informed they were short staffed and that is why I had such a long wait On Thursday, I called to find out about my car and to no surprise, my car had still not been touched I finally got fed up with it and took my car elsewhere I refuse to let this dealership work on any of my cars, my family cars or even my friends from now on!

In response to the complaint by *** ***We did not deliver his truck with said damagesWe take pride in our delivery's our employees in our detail department look very carefully at cleanliness and for damages the truck left our dealership with no damagesWe had two employees involved in the
delivery one was driving the truck the other followedThe truck was taken straight to the resident of the customer with no damagesThe question of miles on the truck it is not uncommon for a new vehicle to have to miles on them before delivery sometimes the factory test units at random as well the dealership is required to drive the vehicle before deliveryIt's approximant to miles from our dealership to the customers residentsWe strongly feel the truck was not damaged by our staff but in consideration of customer satisfaction we will repair the trucks rear bumper and rear tail lamp only if customer brings the truck to us for the said repairs customer must pickup the truck from our repair shop

CEM has had contact with the customer. A coil spring was ordered for the customer and received. In order for this to be repaired and covered under warranty the customer has to have the repair completed at a Chrysler dealership. If the customer would like another dealership to complete the repair,...

they can do so, but, will have to have the part ordered from that dealership or the parts manager can contact the parts manager at Empire Chrysler where the parts is located presently and have the part sent to another dealer. The issue with the customers radio has been looked at by two different dealerships and was unable to be duplicated. CEM apologized to the customer for any issue they may have experienced and stated that Empire will do the repair if he so chooses. 5/2/16.

The best car buying experience to date! My mom is a disabled veteran and is on a tight fixed income. She was looking for something with room and a few bells, nothing fancy. We looked at almost 10 different Jeep dealerships. They all wanted to put her in a car that was barely bigger than what she had and they wanted to charge more. We got the run around and the brush off for weeks. Until we talked to Josh H[redacted]. He went through hell and high water to find my mom the car she wanted with the extras she liked AND it was EXACTLY at her price point. Josh went above and beyond and put a lot of time and grunt work into finding my mom the Jeep for her. Thanks to Josh my mom is now the proud owner of a 2015 Jeep Patriot Sport! I can truly say that Josh H[redacted] exemplifies "The Empire Difference" Thank you Josh for your hard work and 110% extra effort. We would HIGHLY recommend Empire CDJR!

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  The vehicle has been dropped off at Empire Collision Center with the expectation that Empire Dodge will pay for the repair as they stated in their response.
Regards,
[redacted]

The best car buying experience to date! My mom is a disabled veteran and is on a tight fixed income. She was looking for something with room and a few bells, nothing fancy. We looked at almost 10 different Jeep dealerships. They all wanted to put her in a car that was barely bigger than what she had and they wanted to charge more. We got the run around and the brush off for weeks. Until we talked to Josh H[redacted]. He went through hell and high water to find my mom the car she wanted with the extras she liked AND it was EXACTLY at her price point. Josh went above and beyond and put a lot of time and grunt work into finding my mom the Jeep for her. Thanks to Josh my mom is now the proud owner of a 2015 Jeep Patriot Sport! I can truly say that Josh H[redacted] exemplifies "The Empire Difference" Thank you Josh for your hard work and 110% extra effort. We would HIGHLY recommend Empire CDJR!

I called on 6/12/15 to arrange my visit and order my tires (Michelin Pilot Supers). I was given a 4pm appt. on 6/19/15. Appt day: At ten till 5 an associate from service (Steve M[redacted]) approached me asking if I was waiting on a set of Firestones. I informed him that I was not, it was discovered that the tires I had ordered were on back order and would not be available until September. I ended up with Goodyear Eagle RSAs. I have had these tires before, and really didn't want them again, but I wasn't in a position to be very picky. After 30 minutes of waiting the service manager, Debbie M[redacted], sauntered over and informed me that, "it'll be at least 9 o'clock before Steve gets back with those tires and I get somebody to put them on, and I won't have anyone here to do that, none of the service guys stay that late."(Steve talked to me like I was stupid, but this lady talked to me like I was a complete and total it as well as a huge waste of her time).Debbie informs me that the tires will be there tonight and she'll have them put on 1st thing in the morning, we arrange it so I will receive a phone call when work begins on my car due to the fact that the trip from my home to the dealership is approx. 1 hour. I'm given a vehicle to drive back to my home in Ashe county. This loaner vehicle was a 2001 dodge minivan service vehicle. It had 222,000 miles on it, the low fuel light on, squeaky, useless brakes, a leaking, slipping transmission, and dried out, useless windshield wipers, and of course it was pouring rain. I make it home, irate and disgusted. I want my car back. I realize I should have just left when they mentioned Firestones. Saturday morning comes, no phone call. At 11, I call, they have no idea what I'm talking about. I get in the [redacted] van, that has ruined my concrete driveway with tremendous spots from various leaking fluids, I get to the dealership at 1:30pm and I'm informed that Steve has just called and let them know what is going on and that my car had just been started on. The tires I don't want but had to get are put on and my alignment is completed. My wife decides to call the GM of Empire to inform him of our recent troubles with his dealership. She calls just to inform him, not seeking any reimbursement, as we have both decided that we will no longer do business there. Me. H[redacted] is apologetic and says that he plans to look into it. (He also informs that the van I was given is unofficially retired and not fit to drive). When my wife gets in the Challenger to drive it back to TN, where we live during the week, she calls me complaining that it feels like she is driving an air boat and the car is floating. I instruct her to read off the tire pressures from the dash, which were: 48, 51, 49, 46. The max stamped on the tire: 44, and the manufacturer's recommendation for those exact tires printed on the inside of the door: 32 psi. The following weekend (7/4/15) I attempt to change my front brakes. When I go to remove the lug nuts, all 20 are stripped. I travel to the dealership, sure they'll attempt to remedy the situation, but no. Instead, I'm asked, "what do you want me to do?" Or told, "there's no one here that can." I look up Mr. Harrold as per his instruction and call him at home, I speak to his wife he is mowing so I leave my name and number. I had to call him at the office on Monday. Now my car is sitting in the driveway, unsafe to be on the road. My wife is driving a Cobalt, enough said. I'm waiting to see what Mr. Tim H[redacted], owner and GM will do to make this semi-right, I'm hopeful, but not overly optimistic.