PHILLIPS CHRYSLER

I have a 2013 Jeep Wrangler Rubicon with approximately 53000 miles (85,000 km). I had two issues that were bothering me (3 if you count a Small nail in a tire). Problem 1) The big issue was that my transmission was shifting hard from 3rd to 4th gear. I had an OBD-II Code P0732 which is defined as a Gear 2 Incorrect Ratio. I spent many hours researching the problem myself before thinking I need to take it in for a professional opinion. My research and feeling was that there was either a communication error or a hydraulic problem. There are many possible causes according to different diagnostic websites. I took it to Phillip's thinking that this may be just a simple thing that every Jeep owner goes through and the answer would be obvious. Problem 2) I have been fighting an evap leak for some time, as every off-road Jeep owner in the world has done. Apparently my little smoke machine just didn't have enough pressure to make the leak obvious. I asked them to smoke test it and tell me where the leak was. The price for these diagnosis would be $130.00. This was honored. That afternoon I was told that my transmission had internal failure and that a remanufactured transmission would be $6400 plus tax. I'm not sure if that included labor, nor did I find out. They said between the error code and the smell of the burnt fluid that that was the diagnosis. The smoke test showed a leak on top of the gas tank and the tank would need to be lowered to inspect further. Tire repaired I really felt like they didn't try very hard to find the actual problems. I thought that they would at least drop the pan and look for some signs of unusual or excessive wear, or take it for a test drive but no, that was not done. No further diagnostics, the transmission needed replacing. As for the gas tank needing to be lowered, I do not see the need. Without having the Jeep on a lift I can maneuver around enough to see every hose and fitting on the gas tank. I’m sure lowering the tank would be much more comfortable but at what price? Again, I just wanted the leak found. Feeling that something was overlooked, I asked an acquaintance that works mainly on Jeep modifications for some advice. A transmission shop was recommended and I called. The front man at the transmission shop advised me that they could give a second opinion as they were a repair shop, not a replace shop. There was no signs of excessive wear, the fluid may have smelled a little burnt, but not more than would have been consistent with some recent slippage. They kept me informed through the entire process and found a problem in the valve body. I had them put a rebuild kit in the valve body as advised. I have run the Jeep for several hundred miles and the problem has not resurfaced at all. The harsh shift is completely gone. This for $877.00 which included diagnosis, labor, parts, fluid... everything! I called the service manager at Phillips and let him know that I felt they gave an unfair diagnosis and asked for my $130 to be refunded. He checked with his technician and investigated the diagnosis. The reply came back that the diagnostic tree that was followed, and with the code that was given, it called for a transmission replacement. I said that I felt they didn’t do enough because they didn’t drop the pan or do a test drive. I was told that there was a test drive done, yet the mileage in/out is exactly the same. I was told that could have been the service advisor not putting the mileage in until the vehicle was checked out, but the service advisor seemed pretty diligent at getting all the information punched in when I arrived. In the end I was told that the “Chrysler way” is to follow the diagnostic tree and that the diagnosis was fair. A new transmission would have solved the problem. When I asked about the smoke test and said I that all the hoses and connections are visible from different points, I was told that the Chrysler way is to lower the tank to make a good diagnosis. THE TIRE REPAIR! The tire was repaired, the price for a patch was fair at $29.00. On the drive home the low tire warning light came on. The tire was filled to 31 lbs which triggers my tpms. The inflation pressure on my tires is 37lbs as indicated on the door sticker. The tire was fixed properly, I have not lost any pressure since. (My sarcastic wife laughed because the one thing they did fix, I had to finish the job)

They failed to perform the service we needed.  We dropped it off, they had the vehicle a whole day.  My husband works in a sensitive position and he took the day off actually, and with that being said, we didn't hear back.  It was 4 o'clock; we still hadn't heard anything back.  So we had to call to find out what was going on with our vehicle, and after repetitive calls, we finally find out the status that it had been sitting there for the greater portion of that day.  They did the oil change and failed to do anything else, and told us a bunch of stuff that did not make sense about the vehicle.  I own a newer Dodge, and we made it a point never to go back again.  They have the worst customer service.  Now, their cashier is wonderful, but their service is awful.  Their service department is awful.  If I had gone to buy a vehicle it would be a different story, but since I'm not there to buy a vehicle and my vehicle was older, a 2008 Dodge van, it wasn't a priority for them.  We went to pick it up.  I tried to get to management, and of course every time I tried to catch him, he closed his door.  And I said fine, I'll use the review process instead.  Yes, I did complain to one of the lead techs who I know very well and who has always treated me well, and they had changed the system so much.  And he says well this is beyond our control and it's in so-and-so's hands, and I said well, you know, I don't care whose hands it's in - I am first and foremost a customer.  And he says well, you know, I can't help it.  And I said well, if that's how you feel about it that is perfectly okay.  I told him exactly what I thought and I left, and I reviewed them on their own website.  I called a vehicle information site on several occasions and I wrote them a letter of which, of course, I have yet to hear back from.  I grade them an F on price, definitely - overpriced.  For quality, F, because if you don't have good service, you don't have good quality.  The cost was $65 for an oil change on a van that sat there for two days. 

unknown

They could lower their prices to be more competitive.

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unknown

The service is very good but the prices are outrageous.

2009 Jeep Wrangler with 45,000 miles on the original new brakes. I had a terrible squealing noise from the brakes. My assumption was that it was time for brakes since I had so many miles on the original pads. I brought it in and told them that I totally expected to need at least front brakes to cure the squeal noise.
Service guy Jeff Smith handled my car for me. After a thourough check they determined that my brakes were fine and still had plenty of life left. All they needed was a little cleaning and I was good to go. No Charge!
Now think about that. I was totally ready and prepared to spend money for brakes I did not need, and he knew it. He could have charged me for brakes and I would have thanked him and never knew the difference and I would have felt fine about it.
Jeff had everything checked thoroughly and made sure my brakes were functioning safely and correctly to my satisfaction to put me at ease and again, no charge! An honest mechanic is hard to find. One that does quality work is even harder to find.
Only draw back I see is that they are very busy and prices are typical dealer prices. But worth it if they are honest and do quality work you can depend on.

After waiting weeks for a call saying the moulding was in, I arrived only to be told that it wasn't pre painted and that no one had had it painted and that in order to paint, they would have to requisition for approval to paint and I was sent on my way, moulding flapping. I again waited weeks only to go on a three day vacation to get a message on day one that the part was in and painted and another on day three saying that they could hold the part forever. Really. I called and spoke to someone who apologized and was told that wasn't there policy. An appointment was made, the moulding was replaced and I now get my car services at Crystal Dodge.

Always a perfect experience. Never had a situation to return for something that was forgotten. No unnecessary recommendations and my vehicles purr like new all the time with their recommended schedules. They are very helpful and always check to see if any outstanding warranty or manufacturer recalls are in effect and they perform them efficiently and quickly after fully explaining what they will do.