We had an extremely disappointing experience with Rhythm Chrysler Dodge Jeep Ram in Hendersonville. We would give zero stars if possible.
We purchased a brand-new Grand Wagoneer and within days experienced multiple issues. A trim piece literally fell off the vehicle, there was a known electronic/software issue that the dealership acknowledged but could not repair, and the dealership had left adhesive residue from a sticker on one of the doors.
When my husband returned the vehicle to have the residue removed, the dealership attempted to clean it but scratched the trim in the process. Instead of replacing the damaged piece or returning the vehicle to the condition we expected from a brand-new purchase, we were told that "this is the best we can do."
Communication throughout the process was frustrating. We repeatedly had to ask for updates, received inconsistent information, and felt that our concerns were dismissed rather than addressed. At one point, when we requested that the scratched trim be replaced, we were told that we "should unwind the deal." We ultimately did exactly that and got our original vehicle back.
We understand that manufacturers sometimes have known software issues that are outside of a dealership's control. What was within the dealership's control was communication, customer service, and taking responsibility for damage that occurred while attempting to correct a dealer-created problem. Unfortunately, we felt let down in every one of those areas.
Even our delivery experience was disappointing. We spent an extended period waiting to complete our financing paperwork, and rather than using that time to familiarize us with the features and technology of our new vehicle, we were left waiting. Because our babysitter had already stayed an hour longer than expected, we had to leave immediately after signing the paperwork without receiving any walkthrough or explanation of the vehicle's many features. For a luxury vehicle of this caliber, we expected a much more thorough delivery experience.
Based on our experience, I would strongly encourage prospective buyers to carefully consider how much value they place on post-sale customer service. While the sales process itself was pleasant, the experience changed dramatically once the paperwork was signed. The real issue was not a software bulletin or a cosmetic defect--those things can happen with any manufacturer. The real issue was the dealership's unwillingness to stand behind its commitments, communicate consistently, and provide the level of customer service we expected after the sale. It left us feeling like the relationship ended the moment the transaction was complete.
We genuinely loved the Grand Wagoneer and still plan to purchase one. In fact, we would have preferred to buy and service it locally and build a long-term relationship with this dealership. We gave multiple opportunities for the issues to be resolved because we wanted to keep the vehicle. Unfortunately, the overall experience left us with no confidence that our concerns would be handled appropriately, so we chose to unwind the deal and will be purchasing the same vehicle elsewhere.
Buying a new vehicle should be an exciting experience. Instead, ours was stressful and disappointing. We hope Rhythm improves its communication, accountability, and commitment to making things right for future customers. read more