Ray Laethem Chrysler Dodge Jeep Ram

Jeffrey Bartold

Excellent service and James Powell was great to work with

Brianna Schumaker

I recently went to Ray Laethem to have the USB port changed in my jeep. My initial encounter in which they diagnosed the problem was handled by Alicia who was wonderful and excellent at her job. I then scheduled a second appt to have the new USB port installed. Shortly after the first service appt I noticed two new gouge marks in the trim to the side of where the screen is and sudden significant delamination of my sceeen. I mentioned the scratches when scheduling my second appt and re-mentioned both concerns on appt day. I was directed to the service manager Aleks who inspected the vehicle and then proceeded to tell me that they have never touched or removed the trim in order to access the screen. He continued to report that it was impossible that the marks were caused by them leveraging the trim to remove it because he spoke with the service department and was told it has never been touched or removed. I again mentioned my concern of the new marks and sudden significant screen delamination after the first appt and frustration with his inability to acknowledge what happened. He seemed to imply that I somehow caused the new damage myself and was unwilling to apologize or offer a solution for the damages. I corroborated my claim by mentioning that when picking up my car during my first appt, Alicia went to retrieve it but then told me the entire front screen around the navigation was popped out and it would be a few more minutes because they had to replace it. Aleks then proceeded to tell me that Alicia was likely lying to “buy some time”. At this point he was now implying that myself and his own service employee were lying about what happened. After deciding to cut my losses with this impossible situation, I paid inside and then returned to my vehicle where I discovered that the trim around the screen was newly misaligned over the vents! This was brought again to the attention of the service manager who “reconsulted” with the service department and now decided that they did in fact remove it today. He continued to state that it was not removed the first day, only today despite previously talking with them and being adamant that it has never been removed or touched at all. The entire trim had to be leveraged out using a tool to then be popped back into place. I am in complete disbelief at the blatant lies and inability to acknowledge a mistake. This entire encounter left me feeling manipulated, disrespected and frustrated. This is not how any business should treat their customers and I am extremely disappointed in Ray Laethem for allowing someone who treats customers in this manner to stay in a managerial role. I previously had a good rapport with Ray Laethem after buying my vehicle there, but after this experience I will no longer be returning.

vicki welsh

Work performed in a timely manner. Good communication and prompt. Will always go to Tay Laethem for my auto needs.

Jim Ratcliffe

Friendly, courteous urgency, but not rushed. Updated and informative as practical. Excellent experience.