Troncalli Chrysler-Jeep-Dodge-Ram

Reviews 3

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Ryan McWilliams

The sales experience was good and fair, but over 3 years, I had multiple crappy experiences with the service department over simple, routine issues. The most major issue was when I purchased new tires from them. I had new wheels and tires being put on my 4 door wrangler, as many people do. It was as if they had never changed tires/wheels on a Jeep before. I scheduled an appointment for 9am, their first appointment. Was told it should take a few hours, but it should be done no later than 2-3pm. 3pm passes and I call up there and was told they hadnt even gotten to my car yet meaning the appointment wasnt kept or regarded, instead they worked on other calls ahead of mine all day. They said they were getting to it at that point, and an hour or two passes before they closed, and that they needed a special lug nut that they didnt have, and that I would need to go somewhere and get it myself and bring it to them before they would work on my car any further. Had they just LOOKED at my car at 9am via my appointment time, they could have at least given me that info earlier in the day, so I could have gotten it to them. Instead, they call me right as they are closing, so they have to keep my car overnight and a few hour install ran over into the second day. So, I took the lugs up there, they said it would get taken care of first thing in the morning the following day, but as I called in the afternoon, my car still hadnt had any of the work done to it, and I was still without a car. 1. Had I not gone up there to make a stink about it, they were fully ready to charge me full labor for everything including it staying for multiple days. 2. I was without a car because of their neglect, and they were resistant to letting me have a loaner car, as if I was expected to not be able to get to work somehow myself. Finally, it was the next day before I get a call that it was ready. So, just to install wheels/tires, it took over 2 days, when I was told it would be just a few hours. The staff was defensive and rude to my spouse who went up there to check on the car, who is also on the title/account. The service managers initial response to my spouse was, "Well, who are you?!", in a terribly rude, unprofessional way. Spouse had to go through getting me on the phone and doing a three way conversation saying it was okay to let him check on the car, even though his name was also on the account. This was a horrible experience and the customer service was astonishingly bad. I got over this one, and continued to have my oil changes done there. They actually had what seemed to be a good deal, payinig $90 for 4 oil changes, you just pay the $90 up front, making each oil change $22.50 each. Not bad. Well, oil changes come at between 5k-7500 miles on a wrangler, so naturally, it takes a good while to use those up. I used two of them, and then decided to trade my jeep in for a F150 at a ford dealer. So, not having used 2 of my oil changes, I called Troncalli to get refunded for the 2 oil changes I would no longer get. I was told they wouldnt refund my money, that they go with the VIN of the car. So, whomever buys the used jeep from Ford will never know they have two free oil changes at Troncalli. So, Troncalli fully knows this and that they are keeping the extra and I guess this is how they make extra money. I mentioned that its ridiculous and they said, well we had no way to know you were going to trade the jeep. Um, that doesnt matter at all. If you buy extra warranty, which is a much bigger contract, and you dont keep the vehicle the entire time, you can call and get refunded for the prorated amount without issue. However, troncalli says the oil change deal is a contract they cant refund on. I agree, its only $45, but its the principle, dishonesty, unprofessional, and the service representative was even rude/dismissive on the phone. Definitely glad to be done with them and would never consider using this dealer again nor will anyone who asks me.

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Dennis Kehres

The customer service at this dealership is non existent. I recently received a letter regarding an airbag recall on my Subaru Outback. The letter explains how dangerous this is and how it can cause death. When I called to make an appointment, Brooke Nagel told me it would be 2-3 weeks before they could get me in. She said do not have anyone sit in the passenger seat until it is repaired. This is our family vehicle and with 3 kids it is impossible to not have someone sit there. I was told that was the best they could do and when I asked if they would provide a loaner vehicle until it could be fixed, I was told no. During the conversation I was accused of raising my voice. I would have been justified raising my voice as I kept being interrupted every time I tried to talk but its just not true. I was with 2 other people at the time I called and they even concurred that I never raised my voice. At this point I just said forget it and hung up. I called back and asked to speak to the General Manager. After leaving a voicemail for Michael Barlow, I received a return phone call from someone named John. I asked why he was calling me and he said because I left a message for Michael. He was rude as well and said he knew of the situation because he was standing next to Brooke at the time we speaking Well, if I left a message for Michael, why are you calling me? I didnt leave a John a message, I left a message for Michael. I did get a call from Michael after telling John to have him call me. He was also very rude, no big surprise I guess. I guess that is where the employees get it from. He informed that all there calls are recorded and that he listened to my original conversation. If that was the case, he would know I never raised my voice. By the way, I made this call from Pennsylvania where the corporate headquarters for the company I work for is located. Because of that, if they did record the conversation without my consent, they broke the law as PA is a 2 party consent state. My theory is that so many people call and get treated poorly, that many do raise their voice so they are accustomed to telling people to please not yell. There are too many good dealerships out there to put up with one that does not value customer service. By the way, I have a BMW that had the same recall issue and they told me to not drive the vehicle and provided me a loaner vehicle for 4 weeks while mine was in line to be repaired.

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Ray Grunch

I always take non-luxury domestic dealerships with a grain of salt. I have seen bad ones and I have seen some so horrific, it was damned near criminal. Upon approaching Troncalli, I came into contact with Bruce and he seemed like a really nice guy. He has been at this store for over ten years rather than my other experience with two other Chrysler stores that basically have a revolving door of salesmen and do not treat you well because they are not into repeat business, just a quick sale, with absolutely no long term relationships. I had the exact vehicle in mind when I got there, I was treated very well and the transaction was very smooth. I was in and out in 90 minutes. The financing was about .2 higher than if I got it on my own but it was fair as they did all of the legwork for me. A small price to pay for convenience. The F&I department here is spectacular and not a bunch of sharks, which is the norm. Even better, the vehicle with the exact options I wanted was not on lot; however, Bruce offered to order it for me. Most dealers just want to get you in the door to buy anything just so they can move metal. If I had any gripes, it would be that they addendumize every single car with a couple of minor things that I dont really care for and that their dealer fees are slightly above average. I totally did not care about the gripes as everyone deserves to make a little profit on a deal and I got pretty much exactly what I wanted with absolutely no haggling and a fair price on my trade. On top of that, they were very honest, that is priceless. Hear me now and believe me later, read the reviews on all of these dealerships and take the BS ones with absolutely no criticism and ignore them. Then, take the bad ones with a little skepticism. A lot of these glowing reviews you read at other dealerships are usually bribed with a free oil change or something like that.