Mike Shaw Chrysler Dodge Jeep Ram

What started out as a frustrating experience turned into something quite positive. The General Manager, Tysen Ivie, gave me a call today and went out of his way to understand my concerns and came up with a solid resolution to the problem I had run into. A more detailed review will be posted once everything is said and done; however, it should be noted that Mike Shaw CDJR and their staff, including Tysen Ivie, actually care about their customers. Color me impressed.

Bottom Line Up Front - Coming here was a waste of time and money. The single star is only because they are polite. We made an appointment for a diagnosis on our Jeep. We received confirmation for our appointment at 9:15AM. As the day of the appointment approached, we then got two confirmations for later in the day. Since we were told we would have to drop it off, we simply dropped it off at the original appointment time. Days pass, and no communication from the Service Center. I call and talk to Freddy, and he says he will look into it and call me back. I hear nothing for the rest of the day. I call the next day and talk to someone who did not provide their name, they had no idea what car I was talking about, nor did they bother to look. They pass me on to Freddy. He says he will talk to his tech and call me back. I hear nothing for the rest of the day. I call back the next day and talk to Freddy. He says he can't source parts from Mopar, but can get parts from outside the Mopar system. Having been both a Parts Professional and a Service Writer, I said I get it and I understand that there will be a markup, and please write up a quote. I hear nothing. Two days later I call back first thing in the morning, and Freddy says he needs to talk to his tech. I hear nothing all day, so I call back at the end of the day. Freddy at first had no idea who I was or what car I was talking about. When he realized which car I was referring to, in an exasperated tone he said we can pick up our car and there is no charge. They cannot write me a quote. Now let me say up front that with the exception of the exasperated tone, the interactions were polite on both ends. The problem here is a failure to take care of the customer, a failure to communicate with the customer, a lack of initiative, and quite frankly a lack of situational awareness. Having been in the automotive field in the past, I was never able to not charge someone for a diagnostic. In this case, either they did, or it never got looked at. The bottom line is I wasted several days by having this Jeep sit at the dealer who are supposed to be the Subject Matter Experts in that brand, and I have ZERO results. In addition, I wasted over $1000 in rental car fees when we could have been driving around in our own Jeep this whole time. Every other dealer I have ever dealt with has had my diagnosis given to me SAME DAY. In closing, I cannot recommend this dealer. While they are nice, they fail to deliver on customer service. I was considering buying a new Wrangler Rubicon, but it will not be through them since they cannot help me with maintenance or repairs.

Worst financing experience ever!!! Communication after the sale is horrible. General manager is condescending and talked to me like I'm an idiot. Maybe he just dislikes women. There was absolutely no apology for the horrible experience, just excuses. I have bought from other dealerships in the past, including Mike Shaw in Colorado Springs and have never been treated so badly!!