Kimberly Car City

Steve Simpson did a Great Job helping me get my 2023 Durango, Thank You Steve And Brent Thomas You Both made my experience great.

Sad to say my experience has not been great regarding customer service, the brand, and the vehicle as a whole. Car started having trouble off and on and became undrivable around 24k miles. It sat on their lot for maintenance for about two months until parts could get in. Then, the service team let us know it was ready to pick up only for the car to be completely dead. It sat another week collecting a few scratches out in the yard. We finally were able to pick up only with lights and other faults going off. We called Chrysler finance and asked about just getting out of the lease. They agreed and told us to go back to dealer to turn in. This is really where the real issue begins. Kimberly wants us to pay the remainder amount of the lease out plus the termination. Which would be completely customary and acceptable without all the issues we experienced. Again team, we couldn’t even drive this car for two months and don’t feel safe driving it now. What a wild hill for them to die on fighting for the few months left on the lease. Salespeople are great, however, this problem could have easily been solved by management with communication to Jeep proper. Instead they are insisting I call them and plead my case even after I have. Again what a wild solution.. is this not a Jeep dealership? Was ready to pull trigger on new GCL but wanted to wait how this played out and the service that they were going to provide. Glad I waited.

Scheduled my jeep for an oil change and tire rotation by speaking to a service advisor last week. I arrived today 10 minutes early for my appointment. The people checking in my vehicle seemed to be inexperienced and disorganized. They were unable to find my appointment in the computer. They brought my vehicle in and got me checked in. I was asked if I intended on waiting on my vehicle to which I informed them that I did. I was informed that the wait time would be at least two hours and asked 'is that ok with you'? I stated that no that is not ok. Two hours for an oil change and tire rotation is not acceptable. So I was handed my keys and left the dealership. I had had my vehicle serviced there many times and have purchased a vehicle from the BMW side previously. They have lost this customer and didn't seem to care.