1 Star – Extremely Poor Communication, Outrageous Pricing, and a Frustrating Service Experience

I recently brought my 2019 Ram 1500 to Route 18 Chrysler Jeep Dodge Ram for service, and the entire experience was extremely disappointing.

I made the appointment two weeks in advance, specifically because I needed all four TPMS sensors replaced. I scheduled that far ahead to make sure the dealership would have the sensors in stock when I arrived.

While the truck was there, I also requested a 90,000-mile inspection to make sure everything was in proper working order. I decided to have an oil change and wiper replacement done as well. Since the TPMS sensors were supposed to be replaced, I also agreed to have the tires rotated.

In addition, I asked them to replace a SPAT guard on the lower wheel well. I still had the original part that I had previously removed because of a tire-rubbing issue caused by mudflaps that were originally installed on the truck.

I dropped the truck off in the morning. A few hours later, I received a digital estimate/invoice listing the work to be completed. I reviewed it, agreed to the work, and signed the authorization.

Then I noticed something pretty important: the TPMS sensors, which were the main reason I made the appointment in the first place, were not listed anywhere.

I called the service department immediately. The receptionist attempted to contact the technician but could not reach him. I was told she would pass along my concern.

Later, I received another digital estimate. This time the TPMS sensors were included.

The price?

$987.57 for four TPMS sensors and installation.

On top of that, I was told they would need 3–5 days to order them.

So after making an appointment two weeks in advance specifically for TPMS sensors, they apparently didn't have them in stock anyway.

And nearly $1,000 for four sensors and installation is outrageous. A set of four genuine Mopar TPMS sensors can be purchased for roughly $220, which leaves approximately $767 in additional parts markup/labor to install four tire sensors.

I understand dealership service is going to cost more. I expect to pay a premium when bringing my truck to a dealership because I expect factory-trained technicians, proper equipment, OEM parts, quality workmanship, and good customer service.

But $987.57 for four TPMS sensors and installation felt like highway robbery.

I ultimately declined the TPMS replacement. Later, I received a call telling me the truck was finished. Despite my questioning the nearly $1,000 TPMS quote, nobody bothered to explain why the price was so high.

Unfortunately, the lack of communication didn't end there.

After returning home and reviewing my invoice, I discovered that the SPAT guard had not been replaced either. Apparently, they needed to order that part as well.

Nobody told me that when I picked up the truck.

That means the TPMS sensors I scheduled the appointment for two weeks in advance weren't available, the SPAT guard wasn't available, and I wasn't properly informed about either situation.

Communication throughout this entire experience was practically nonexistent.

I left feeling as though the work I actually wanted done was an inconvenience, while taking payment for the other services was the priority.

I don't mind paying dealership prices when I'm receiving dealership-level service. What I experienced here was poor communication, poor preparation, questionable pricing, and incomplete service.

When a customer schedules an appointment two weeks ahead specifically for certain parts to be replaced, it shouldn't be unreasonable to expect those parts to either be available or for someone to contact the customer beforehand and explain that they aren't.

Unfortunately, based on this experience, I have very little confidence in returning to Route 18 Chrysler Jeep Dodge Ram for future service.

They are advertising prices on 3rd party sites, but when you contact them their prices are outrageous. They quoted me on a base model ram 1500 and it was about the same exact price of a Bighorn model from Reedman toll in PA. Shop outside the state, you will get better prices then here.

The service so far this place been amazing. Took my car already twice, Jeff in service was great. Everything was done on time, even earlier I expected.

Recently I had the pleasure of buying a Jeep Compass and words cannot express how the entire process went. Joe was such a nice salesman and was so helpful and never once made it feel like he just cared about making a deal like other dealerships do. The sales manager Glenn went above and beyond to make the deal happen and out of his way to help. I’m so grateful for their help and will definitely be a repeat customer.

Unresponsible people, poor communication

Superb team to work with. Matt’s sales skills are exemplary and without being too salesy he does excellent sales.