Customer ReviewsforExpressway Dodge, Inc.

Dropped off 2007 PT cruiser on 12/27/23. Was informed appointments are being made for 1/9/24. we left car and made appointment. On 1/5 I was contacted and informed they got the car in and looked at it and it needs a head gasket. It will cost $2300.00. I agreed and was told it was job and will take a week. The following week went by and I texted on 1/11 and 1/12 with no response. On 1/16 I called and got voice mail. I finally called switchboard and got ahold of service advisor. He said I was on his list to call. I said that is only because I left a voice message. He said part wasn't in but car would be done by the following Wednesday and he said he would call. He did call to inform me car wasn't done and part didn't come in. It will be on Thursday truck he said. Friday rolled around and I had to call again to check on status 1/26. I was informed part just came in but doesn't know when car will be done. Service manage said he would call on 1/29 with stars. He didn't call. I had to call on 1/30 to get update. He couldn't tell me when it would be done. It was finally complete on 2/2. Car was picked up and a battery had been installed without our consent. $209.00 was charged for battery. Battery that was in car was installed on 11/23/22 so only 14 months old. they claim it was filthy and old. They said they still had battery and would reinstall and remove charge. we do not know where that battery has been since they removed it aor what they might have done to cover their tracks. This car belongs to an 82 year old woman who drives it to the grocery store and around town to see some of her favorite spots. Really disappointed with service, follow up and excuses. She has used them for other expensive repairs without issue. This service advisor is dismissive and should not have anything to do with customer service. The service manager could use customer service training as well.

We are very sorry that you did not receive the customer service we strive for. Communication did not meet our standards either and has been addressed. Unfortunately, the service department could not give an estimated time of completion because they complete vehicles in order of arrival of parts that had to be ordered and shipped. The battery was dead in 2007 PT Cruiser and the technician tried charging the existing battery and would not hold charge, they tested the battery and it failed, looking at the current estimate that was provided they were still within the estimate, so the technician replaced it. Including the cost of the battery the total cost came out less than what was originally quoted. When it was brought to their attention that the battery was replaced at another facility and has a warranty, they apologized and offered a full refund of the battery if they would return with vehicle to put the original battery back in for them. Customer stated would call to schedule to have it replaced. When it is brought back in for the battery exchange, we will extend a free oil change at our Express Lube.

I went to look into finding a car a few weeks ago, and it didn’t work out for me. While I was there, Derek **** helped me and didn’t even help look for a preowned car like I asked. He tried to put me in a 2024 car, and in the end, buying a car didn’t work out to then Derek basically called me broke for not wanting to spend $500 a month on a car I didn’t even want. I was nice until I left, and the weekend passed. The following business day, I received multiple calls from Derek trying to still sell me the car I had already turned down. When I told him I wasn’t interested, especially because he was rude, he then apologized half heartedly but he left me alone. I then received calls from his manager and another employee from the same company later in the week and I’m still being contacted by this company. This is ridiculous, I’ve already said no and I’m still being harassed. It is very unprofessional and unnecessary. I’d highly recommend finding somewhere far less desperate to buy a car from, because this is just laughable honestly.

Thank you for visiting our dealership. Due to it being after banking hours when you were in, we were not able to secure a loan for you until the following day. The salesperson called you the next day to inform you of the loan approval and terms. The vehicle you agreed upon the night before had a lower payment than originally anticipated. No one laughed at you or called you “broke”. You said the car was exactly like you wanted due to having good MPG and warranty and you appreciated our efforts but had changed your mind. Sorry that you felt harassed by the follow up from our dealership.

The was not the only time I was contacted. Do not try to downplay it. You contacted me 3-4 times in 1 day after the credit check and then I told you I was uninterested, and I also very nicely explained to your salesman that I felt offended and uncomfortable by the way he tried to sell me a car. He apologized and I read the apology and decided to not respond because what was done was done, I just wanted to move on. I was contacted another 3-4 times after that up to 3 weeks AFTER I already said no. No means no, it’s 2023, I thought we all knew this by now. Do not say you’re sorry I “felt” harassed. Apologize to me for ACTUALLY harassing me because that is what happened. I never intended for this to happen or for this situation to blow out of proportion, but the unprofessional idk and the way you all try to force cars onto people, is ridiculous. We are real people with boring jobs. You shouldn’t take advantage of who you think you can, just for a check. I’ve read your responses to other reviews and your company seems to need a more mature customer relations manager. You all have a long way to come as a company if this is how you all deal with unhappy customers.

I purchased my Durango from Bailey nearly two years ago. He sold me a premium service warranty that covered “everything bumper to bumper, just bring it here and we will fix it free of charge” Also a “staynu package where I can bring it to the dealership every year and they will fix any dings, scratches etc., detail it and make it brand new” I should have known right off the bat that I had been lied to when absolutely nothing was as he had explained to me when I purchased the vehicle. First, there was the trial subscription for xm radio that I never received. When I called the dealership to have it activated (as Sirius instructed me to do), he told me sorry he couldn’t figure it out. Next, WeatherTech mats were to be shipped to me as part of the purchase agreement….months, nearly a year, went by before they were received. The service department was extremely rude when I called to ask about it. Told me they shipped them and it was my problem to figure out. On to StayNu, the service department acted like i was crazy when I called to schedule this. Turns out, it is a third party service, you call them to schedule when they can supposedly come to you to do this….spoiler alert: They are never available. Now today….over a week ago my car started shaking while driving. I had a trusted local mechanic look at it who told me exactly what the problem was. I called the service department as this should be covered under that premium service contract(which actually covers nothing but a tire check), and on the phone I was told that it was covered so I scheduled an appointment a week out which was their first available. After 90 minutes in waiting room, I’m handed a bill for $2000 and told my warranty doesn’t cover any of this. I took off work, drove over an hour there and got nothing done. I could have had it repaired a week ago, for half the price locally. Talked to mgr who shrugged and continued sweeping the floor. WORST PLACE EVER.

We have tried to reach out to you the past few days to try to get some of this resolved for you. Please contact Justin or Brian ************.

To start off I was lied to about vehicle availability and was pressured into buying a vehicle that was out of my price range. Then they sell me an extended warranty from a company that you can hardly find any info about. Also going through the paperwork, the name of the company was never mentioned. I had to figure it out myself even after contacting the dealership twice. Once, I was able to look the warranty company up it had a 1-star rating on BBB. Very sketchy sales tactics. The service department is the only reason I do business with them, but this may change as well. They also filled my new vehicle with the wrong grade of fuel, so it ran horribly until the tank ran out. I thought something was wrong with the vehicle and tried to return 2 days later and the said that was not possible but said that they would take it on trade for 7 thousand less than purchase price. Like i said very shady and will never purchase from them again. I would not recommend this company to one of my friends or enemies.

Thank you for your explanation of your vehicle purchase experience with our dealership. As the old saying goes “there are two sides to every story”. So, now we would like to give our explanation of what transpired during your vehicle purchase with us: In reviewing the notes for your deal, it looks like it took about two weeks to finalize the deal on a vehicle that you were interested in. We held for you until the details and financing were worked out-making this vehicle unavailable for sale to anyone else. Sorry that you felt pressured, that is never our intention. We want people to be comfortable with their purchase and repeat business is very important to us. As far as the extended warranty, the name of the company, ExpressGuard, Inc. is on the top and bottom of the agreement you signed and received a copy of with your paperwork. It is a dealer owned warranty company that is administered and underwritten by Protective, one of the largest insurance companies in the world. The brand name ExpressGuard is what it is written under; Protective handles everything and they are well known. Not sure what the parameters of the search were, but we were unable to locate the BBB rating you were referring to. According to the salesperson, he was not made aware of the issue of the fuel, but you did inquire on a return policy or trade value towards a different vehicle. When the numbers were worked out on trading, it was not a $7,000 difference, you would have been financing less. When you came in to cancel your warranty, the sales manager came in, shook your hand, introduced himself and tried to clarify the erroneous information in your review and politely asked you to correct or remove it. At that point, you cursed at him and cursed at the finance manager who was facilitating the cancellation and refund for you. Your cancellation was still going to be processed, it was just evident that we weren’t going to be able to satisfy you any further.

UPDATE... I went in to cancel the warranty and was confronted by one of the sales managers, ***** *******. He told me that he saw the review I posted and asked me to take it down. He then threatened me saying that if I didn't take it down that I couldn't cancel my warranty. Luckily the finance manager taking care of me (***** ********) went ahead and cancelled the warranty. But before ***** ******* left, he told me that I would not be allowed to purchase a vehicle from them ever again.... Do you think I would??! And you told two lies in your response sown in the texts from your sales representative. They show us discussing the fuel and the warranty company name. If you’ll lie about one thing you will lie about anything. If you hadn’t have been so butt-hurt by my original review and reached out to me to talk about it things would have been different. But since you decided to ambush me, call me a liar then threaten me things went south pretty fast. I would have been happy with a gas voucher or if your company took some responsibility for what was done. The root cause of our problems goes back to the bad gas. If the car wasn’t running like crap I wouldn’t have wanted to get rid of it.

You did not inquire about the issue you were having with the fuel (which you stated had been resolved) or the name of the warranty company until after you reached out about returning or trading the vehicle. Your service contract cancellation and refund have been processed. Thank you for your business.

Because you know that you are lying and the texts prove it. At first you stated that you weren’t aware. Lie. The warranty company name you gave was a lie. Stop being petty and try to be professional.