Carvana Chrysler Dodge Jeep RAM of Casa Grande

Best car buying experience ever!! Bennie Chatman provided the BEST customer experience I’ve ever had for car shopping. The entire Carvana experience is so easy!!! I bought the car online, and when I arrived Bennie greeted me at the door by name. When purchasing a new vehicle, there’s a lot of things you don’t know, but Bennie took the time to go over every single option the brand new jeep offers. I spoke with two managers also (I apologize, in all the excitement I forgot both their names) who were welcoming and helpful! This is the 2nd car I’ve bought from Carvana (1st new) and absolutely recommend!!

SERVICE DEPARTMENT REVIEW - I dropped off my 2025 Jeep Grand Cherokee for a scheduled Monday morning appointment at 9:30 AM. At check-in, the service writer informed me they might need to keep the vehicle overnight, which I agreed to, provided I had it back the following day. When I called Tuesday afternoon for an update, I was told my service advisor was out for the day and that no one else could provide the status of my vehicle. I asked if someone, possibly a manager, could look into it since the repair being performed only carried a billed labor time of approximately 1.5 hours, and they had already had my vehicle for two days. Unfortunately, no one ever called me back. I called again on Wednesday and was then informed that my vehicle had not even been pulled into the shop yet. I was also told that the scheduled appointment time was simply for meeting with the service writer and did not mean the repair work would actually begin at that time. The service writer said he would check on the status and update me by the end of the day. It ultimately took speaking directly with the General Manager, Steve, to get clear answers. While the GM assured me the vehicle would absolutely be completed by the end of the day on Wednesday, that promise was not kept. Later that evening, I received a call from the service writer informing me that the part ordered for my vehicle was incorrect. Apparently, no one had verified the part before scheduling or beginning the repair process. My vehicle was finally ready Thursday afternoon — four days for a repair estimated at only 1.5 hours of labor. Unfortunately, this is not the first issue I have had with this service department, but it will be the last. Due to the poor communication, lack of accountability, and excessive delays, I will not be returning to this location for future service. One of the biggest issues with my experience was the apparent lack of leadership and organization within the service department. The Service Manager appeared disengaged, rarely acknowledged or greeted customers, and seemed unaware of the status of ongoing repairs or customer concerns. There also did not appear to be any effective coverage or communication process in place when service writers were absent, which left customers without answers or updates. Customer service and communication are critical in a dealership service department, especially when customers are without their vehicles for multiple days. Unfortunately, throughout my experience, there was very little accountability or proactive communication. I strongly believe leadership changes or significant improvements in customer service processes are needed if this dealership wants to improve the overall customer experience.

I want to thank Jeep and the Service Advisor, Brad Moody for all the information, all the assistance, playing continual telephone tag, and for the friendliness provided while getting my Jeep serviced. The service required was not what I was anticipating, but his thorough explanations and willingness to address my concerns made the process much smoother. I truly appreciated the transparency regarding the necessary repairs, which helped me understand the issues better. Mr Brad Moody went above and beyond to ensure that my Jeep was in top condition, and their professionalism gave me confidence in the work being done. I highly recommend their services to anyone in need of reliable and friendly automotive care. Thank you once again for a great experience!

Thank you to Sydney and Heather for helping me with my car service. I've had an extremely frustrating experience dealing with the warranty and claims process, but the employees at this location have been professional, kind, and genuinely helpful throughout everything. It's obvious they care about helping customers and do the best they can within the limitations they're given.

Their service department is horrible. They replaced the transmission in my Ram about 2 months ago. I didn’t drive it for awhile but one I did, I noticed the transmission didn’t want to go in reverse, another time in clunked going int to reverse. I called and they told me to bring it in and leave it for a few days. After them having had it for a week and not looking at it, I went and picked it up and schedule an appointment for 7am on June 9th. I then took it to a trusted mechanic for a safety inspection who then informed me there is a loose transmission housing bolt. While waiting for my appointment, they sent me a text saying they can’t see me on the 9th and need to reschedule. I called and explained the situation and they apologized, stating they didn’t realize I was a “comeback” and to disregard the text. I dropped my truck off and told them I needed it back today for a trip to California tomorrow and if something more that the bolt needing to be tightened was wrong, we can make a plan and schedule for after my trip. I asked them to tighten the bolt. I get a call about 30 minutes later from Heather stating that they can’t get my truck done by tomorrow and they wouldn’t even tighten the bolt, and I need to come get my truck. Then my husband spoke with Heather who stated they have to have my truck for a week and a half to be able to look at it. She also said we Could take it to another dealership if we need it faster. We asked to speak with her manager Laura who hasn’t returned any of our messages over the last few days. TERRIBLE CUSTOMER SERVICE IN THE SERVICE DEPARTMENT!