CardinaleWay CDJR Santa Rosa Auto Repair Service

I just want my truck dialed in and I trust your team

Jenna was excellent. She gave me excellent service yesterday.

Jena is always very knowledgeable and helpful.

This was not a good experience. You can thank the manager Steve as well as the Service Manager (I think his name is Chris) for keeping me a customer of the dealership. I appreciate that Michael is new to the job, but had this not been saved by the managers attempts to rectify the problems. 1) After having told Michael what the problems were that I wanted fixed on my car, I had to correct his notes quite a few times to ensure that we were talking about the same thing. Continually reiterating the work I was understood was being done, but I didn't have much faith in the experience. 2) Michael called me telling me what work was going to be done. He mentioned the front right tire sensor, and I reiterated, again, that it was the left REAR sensor. He said, "Yeah...thats right." Then he said that sound I was hearing coming from what seemed like the front end of my car was road noise coming from bad tires. He said all 4 of times needed to be replaced, by the way. I explained to him that there is no way that the sound is road noise and no way the front tires are old. I explained to him that I just had 2 new tires replaced on my car 3 months ago, and the sound was there before and the sound was there after. So if the tech thinks it's road noise than it means the tech never took the car on a road test. Michael calls me back and says that he personally inspected the state of my tires and confirmed the front (now rear because they were rotated for whatever reason) is perfectly fine. Now, having out that Michael has only worked there a few weeks, I wonder what qualifications he had to determine that to begin with. 3) Michael later calls me back and states they did the road test and that the repair for everything for my car was going to in the neighborhood of $2,300 including the parts for the replacement wheel bearings. But they are going to have to get the parts and I can come in the next day at 1pm and pick up my car. I said that's fine, I authorize the work, and waited. I get there the next day, and am told the parts won't didn't arrive and my car won't be read until October 15th. But don't worry, they'll give me $100 off the bill. I said that's not at all okay, and I can't not have a car since I have to go work, and at this point it's been 3 days since I brought the car to the dealership. Michael brought the problem to Steve, his manager, who arranged a loaner vehicle for me because of whatever snafu that happened with parts being ordered. I appreciated it. 3) I came back to pick up my car on the agreed upon day. I paid what was owed, Steve apologized again for the hassle, and I said I understood that things happen and I appreciate him doing his best to help me out. I paid the bill, and the team couldn't find where my keys were so it took them a minute to figure that out. As I was waiting for my keys, Michael comes over to me and says, "Hey, I fat-fingered the labor charge for $1,200. I'm going to go and fix it right now." Now, how he said it, it sounded like they had charged me too much in the first place and was taking labor off. No. No no. That's not it. He forgot to ADD labor to the bill that I had already agreed to of $2300! You don't just "fat finger" that, as he put it. I was mad. I paid the bill. I took my car back and left. I got maybe a block away and the noise came back. Immediately! I turned around, went back to the dealership and bypassed Michael all together. I went to Steve about this. Steve was apologetic and really did want to make things right. So he arranged to have a technician Paul ride with me so I could point out the noise. We did so. We got a few blocks and Paul says, yeah, I hear it. So I asked a question about the wheel bearings and he said that they pointed out the problem wasn't the wheel bearings but was told by Michael that the customer wanted to have them replaced anyway. I PAID TO HAVE THE PROBLEM DIAGNOSED! Another repair shop said it was the wheel bearings, and that's what I told Michael, but I PAID to have problem diagnosed by this dealership! I never, AT ANY POINT IN TIME instructed ANYONE to just put the parts on. Why would I wait almost a full week to have parts put on that won't fix a problem? When I was given the quote for the repair I ASSUMED the techs had diagnosed the problem and found something that needed to be replaced. Because I knew, for a fact, that it wasn't road noise caused by old tires. Which I was I told them to do a road test. I consider myself lucky that Steve stepped in and found that a MOPAR rep was in the shop and was able to help figure out the problem. It was traced back to the driveline and the part is on order. Steve and the Service Manager gave me a good deal on the remaining work that is to be done, so any issue I have has nothing to do with everything that has happened after the point where I brought my car back to the dealership. I just wish it was handled this way to begin with. You can thank Steve and the Service Manager for keeping me as a customer. It will take some time for me to build my trust back up in the dealership, but I WILL try.

Jena is always helpful, fast, and gives on point estimates times of service. I look forward to when I walk in and she is the one to help me. She’s nice and really great at her job.

Ben is the best service advisor there since the transition from the company change. He really knows what it takes to provide good customer service and I feel well taken care of when I’m working with him. Much thanks to Ben for going out on a limb after a series of issues with my car!!!

Thank you!!

Multiple attempts to submit this comment are failing. We are working on a difficult problem to diagnose and Ben is goign above and beyond on this one. Thanks!

Sam is a pleasure to deal with

Advisor Jenna Campbell is the best.She listened and documented our concerns and all were addressed.We are traveling and were pleased to get a same day check and such a pleasant and competent advisor in Jenna.

Excellent with Steve Archer!!!

Well done

I really liked your dealership, every one treated me with respect. And Sam was just a great person to work with, thank you all.

She was great.

Sam is always great! He's the only reason I bring my vehicle to the dealer for service

Jena was very communicative, professional, and friendly. I enjoy working with her whenever I bring my truck in. Chuey is awesome too and I trust him to work on my truck. Always going above and beyond!

Jena is the true definition of professional. Shes pleasant to deal with and she knows her **** and how to get things done. Your very lucky to have her apart of your team. Thanks as always Jena. See ya in 10,000mi.

Jena was extremely knowledgeable and helpful

I was treat it fast and with respect!

I had a 11:00 oil change appointment. At 12:22 I went out back and my truck hadn’t even been in the shop yet. A sales guy went to see what was going on and he came back and said they were getting ready to pull it in and it would be done it about a half hour the mechanics were getting done with lunch. It ended up a hour later. I was there 2 1/2 hours for an oil change. Come to find out the Shop Foreman left and forgot to hand out the service order. The service sales people are great but the rest was a bad experience. They didn’t even put the next oil change on my window.