Carvana Chrysler Dodge Jeep Ram of San Diego

I had a very disappointing experience with the service department at Carvana Chrysler Dodge Jeep Ram of San Diego. I had an 11:10 AM appointment and arrived early at 11:00 AM. There were no other customers waiting and they did not appear busy, but I still waited about 15–20 minutes before anyone acknowledged me. I politely mentioned multiple times that I had an appointment and needed to get back to work before my lunch break was over, but I felt ignored. I brought in my 2021 Jeep Wrangler Unlimited Sahara for coolant loss, smoke, and a check engine/misfire concern. I also explained that I had purchased the Platinum extended warranty, the highest level of coverage available, covering up to 6 years or 72,000 miles. I had already mentioned the warranty when booking the appointment and was assured over the phone that they would take care of everything. However, once I arrived, their main focus seemed to be getting me to sign paperwork agreeing to pay a $250 non-refundable diagnostic fee. Every time I asked about the warranty paperwork or claim process, the conversation kept getting shifted away from it. For me, it was not about paying the fee. The issue was how the situation was handled. I already had concerns about my vehicle, and instead of feeling reassured, I felt pressured and uncomfortable. The way it was handled made me feel like I was being taken advantage of, so I no longer felt comfortable trusting them with my vehicle. At one point, they sarcastically asked if I was willing to leave the vehicle for 1–2 days, as if they assumed I would not. I told them I was willing to leave it for a week if needed, as long as they handled the situation properly and did the right thing. After I called out the way the conversation was being handled, I was told they were “not responsible” and that I should go back to where I originally purchased the vehicle. This was extremely disappointing, especially since I have been getting my maintenance done at this same location for the past 5 years. When this dealership was San Diego Chrysler Dodge Jeep Ram, the customer service was amazing. Ever since it became Carvana Chrysler Dodge Jeep Ram of San Diego, the decline in customer service has been very noticeable. If they were not willing or able to assist with the warranty claim, that should have been made clear when I called to schedule the appointment — not after I took time out of my workday, showed up, waited around, and was pushed toward signing non-refundable diagnostic fee paperwork. I left very disappointed and no longer felt comfortable trusting them with my vehicle. In my opinion, this service department is a poor representation of the Chrysler, Dodge, Jeep, and Ram brands. I will not be going back and would not recommend this service department.

This negative review has got nothing to do with the staff there, who are doing their job but goes to the dishonest (literally) ‘so called’ manager of this place who, probably, hasn’t got any clue about the term TQM (total quality management). Our tire blew out on our way to Chico on Highway 5 North damaging the fender liner, insulation and the pressure sensor while heading for our son’s college graduation. I would not go to dealer for a flat tire, because I know the stock tires coming with the vehicle are usually out of warranty. However this one literally blew out from the sides like cheapo retreaded tires you can see on the side of the roads from semi trucks, damaging the fender liner, insulation and the pressure sensor! Thanks God we could pull to the shoulder without further disaster! The real disaster was the manager’s attitude. First he promised he’d take the responsibility if I could provide him the document indicating the malfunction of the blown tire from the company which replaced it after the incident (obviously he wasn’t expecting I could keep it after such nuisances) The company was kind enough to send me the copy of the receipt indicating the malfunction about the tire! Now, instead of honoring his promise this manager kneeled near the other side of the vehicle to find an earlier hit somewhere else at the bottom of the vehicle (everybody knows Chrysler Pacifica has low ground clearance and therefore is prone to bumps on the streets) After that he displayed all the dirty side of his mentality parroting repeatedly trying to falsify and replace the simple truth with his fabricated easy stories! Such an unbelievably horrible expedience on the side of a customer who paid 50k for a reputable American brand instead of being taken of this serious issue!

Huge shoutout to this dealer and the manager for helping me out! I have a Jeep Wrangler 392, which I love, and also hate because it has some well known issues. I had a warning light saying that my lockers were on and they weren't. I've had 4 Jeeps and I wheel. I know perfectly well when my lockers are on. I've also had the transfer case problems on the 392 so I am very well acquainted with the 4WD system. I know the sensor light issue is usually due to a faulty or dirty sensor. Problem was, I was 100 miles from my home in Riverside and I didn't want to chance that something else was wrong. I called my own dealer in Riverside, who frankly, gave me BS about my 37" tires being the problem and told me to tow it back to them for service. I had a very sick dog at home so waiting for hours for a tow, or staying overnight in San Diego was not going to work. I was desperate to get home. I made my way to this dealer where the (nice) tech initially told me they'd charge me $270 to run a scan and it wouldn't be for a couple of hours because they were busy. I rarely pull the "can I talk to your manager" spiel but I did. I explained the situation and he immediately had it pulled into the shop. 10 minutes later they'd run the scan. It was indeed the sensor and we had some discussion about fixing it there however the part wouldn't be in tomorrow. The manager walked me straight back to the service tech who was incredibly nice and helpful. He confirmed it was okay to drive home and that's what I did. No other issues along the way. It's truly restored my faith in Jeep dealers. Sometimes Jeep makes it REALLY hard to be a happy Jeep Girl. To have the manger and the service tech go out of their way was a very pleasant surprise.

I've never seen a repair shop charge you for diagnostics after you have the vehicle repaired there. In my experience it is applied to the balance of the service repair. $250 in labor to diagnose coolant leaks and then another $1500 to replace the coolant box and two hoses. Complete rip off. Find a reputable local repair shop and save yourself a fortune.

I brought in my 2020 jeep wrangler with an engine issue. It was a stressful situation. I had taken it to other dealerships and didn’t have the best experience. As soon as I called, Daejon picked and had it seen right away. He was vey diligent with communicating with me and updating me about my car. My car got fixed and that’s all I really wanted. I will definitely continue bringing my car here. Thank you for everything .