Dealer 2-Year Rating

Overall Rating

4.1 / 5
Customer Service
4.2  
Friendliness
4.4  
Overall Experience
4  
Price
4.1  
Quality of Work
4.4  
Service
4.3  

Dealer Reviews

Show:  

Overall Rating

1.0  

1   Overall Experience

Terrible Customer Service and Communication

By TT on 7/25/2019 at 7:15 PM. Helped by Mike in Service.

We purchased new Dodge Durango May 29th. It had a paint flaw on right panel. Was late when we purchased and service was closed. I was told to bring it back so they could get pictures and would get if fixed. I was also told that I would get a cargo cover at the same time. I called every week plus e-mailed Taylor. Nobody ever returned my calls period. When I would talk to Service nobody ever new what was going on and always would get back to me and never happened. I always got the excuse waiting on manufacturer. Why would you wait when either way it was promised to be fixed. After much frustration and me calling every week finally got Mike to call me back on week six, very frustrating. Was told bring it in on Saturday and would take 3 day's to fix. I should have been able to pick it up today. I called and now it's a week, so maybe Friday. When you purchase a expensive vehicle would expect decent customer service. Feels like we have the money we are done!!!!! The sales person should have followed this thru and made things happen. He is the one making the promises. Very disappointed in your customer service.

I would not recommend this dealer.

Overall Rating

3.8  

3   Customer Service
5   Friendliness
3   Overall Experience
4   Price
4   Quality of Work

Had some trouble.

By Thecodys on 3/29/2019 at 4:12 AM. Helped by Ej,jamie,.

We purchased a van there. Great service at first but after that kinda fell apart. Asked salesman about second key said he get back to us still waiting Jamie. Also had damaged vent that needed replaced didnt hear back about it yet. Yes it was a program van love the van. Also didnt include idod so i could get license. Had to take it to local inspection station

I would recommend this dealer.

Overall Rating

5.0  

5   Customer Service
5   Friendliness
5   Overall Experience
5   Price
5   Quality of Work

Better than most!

By gheadsr on 2/27/2019 at 7:01 PM. Helped by Brandon Jones.

I have purchased 6 new cars in 4 years...all from a Machens dealership. Machens Chrysler was the very best experience I have had. Darrel was a fill in for the sales rep I ordered from. I simply called and they found the 300 I wants with all the options I was interested in. Darrell was my contact when I arrived to pick it up. I would buy another car from him in a heartbeat. They quoted me a price and honored it. Mardini, the GM, had moved from one of the other dealerships I had purchased from before and is a true gentleman. I really appreciate their work. The finance manager, BJ, is a really nice person and did not try to pressure me to add "stuff" to increase commissions. The service area installed some aftermarket items and the work was superb. Thanks to all who helped me.

I would recommend this dealer.

Overall Rating

1.0  

1   Customer Service
1   Friendliness
1   Overall Experience
1   Price
1   Quality of Work

No real honesty

By Jaymcmillan on 1/17/2019 at 11:56 PM.

THEY NEED A ADD A NEGATIVE FIVE -5 STAR BECAUSE FOR WHAT THESE PEOPLE DO THEY DESERVE IT! WE END UP GETTING A 2014 JEEP GRAND CHEROKEE, EVERYTHING SEEM TO FINE UNTIL I READ THE CARFAX REPORT, THAT WE GOT A MONTH LATER, VIA EMAIL! THEY NEVER SENT IT IN THE MAIL LIKE THEY SAID IT WOULD COME, THE CARFAX HAD MY SISTER SIIGNATUR ON THERE BUT IT WAS FOR 11/12 WHICH IS NOT THE DATE WE SIGN OFF ON EVERTHING AND ON THE CARFAX REPORT, WE FOUND OUT THE JEEP HAD BEEN IN A CAR REAR END ACCIDENT!!! NOW THIS WOULD BE THE FIRST TIME WE WOULD HEAR ABOUT IT. THIS WOULD MAKE MORE SINCE AT HIGHWAY SPEEDS YOU CAN HEAR WIND NOISE LOUDER THAN NORMAL, WE DID ASK FOR THE CAR FAX AT THE TIME OF THE DEAL OUR SALEMAN (JOE KELLY) SAID IT WOULD COME IN THE MAIL WITH ALL THE REST OF THE PAPERWORK WHICH IS MY FAULT BECAUSE I SHOULD HAVE NOT TRUSTED THEM BUT I DID AND WE BOUGHT THE TRUCK WITHOUT KNOWING THAT IT WAS NOT WORTH WHAT WE HAD PAID FOR IT BECAUSE OF THE ACCIDENT, THEY ALSO FORGOT TO SEND OUT THE SALES TAX CHECK THAT WAS INCLUED IN OUR FINAL SALE PRICE, THEY MAKE SURE THEY TAKE YOUR MONEY, THE TRUCK ALSO HAD BALD TIRES ON IT WHICH THEY REALLY DIDNT WANT TO REPLACE AND WOULD NOT GIVE ME NEW WIPER BLADES FOR A TRUCK I JUST BOUGHT !! BELIEVE OUR SALESMAN “ JOE KELLY ‘ AND THE REST OF THE PEOPLE (FLOOR MANGER AND FINANCE MANAGER) HELD BACK THAT INFORMATION ON THE CAR FAX BECAUSE THEY KNEW THE DEAL WOULD BE DEAD IN THE WATER, YES IT’S A BIT OF OUR FAULT FOR NOT OUT RIGHT ASKING “HAS THIS CAR BEEN IN A ACCIDENT” BUT I ALSO FEEL STONGLY THAT THE DEALER SHOULD MAKE SURE THAT, IF THEY REALLY CARE ABOUT THERE CUSTOMERS THEY WOULD SAY “ HEY THE CAR WAS IN A ACCIDENT FYI” MY MINE ISSUE IS THAT THE TRUCK WAS NOT WORTH WHAT WE PAID FOR IT WITH A CRASH ATTACH TO ITS HISTORY REPORT, DON’T JUST TAKE THESE PEOPLE WORD AND LOOK OVER THIER PRODUCT VERY CAREFULLY! THEY JUST WANT YOUR MONEY AND THAT IS ALL, THEY DON’T CARE ABOUT HOW U FEEL AND THEY DON’T CARE WHAT IS BEST FOR THEIR CUSTOMER, AND PLEASE DON’T TRUST JOE JELLY HE IS NOT TO BE TRUSTED AGAIN IF U FIND YOUR SELF STILL GOING TO THIS DEALERSHIP EVEN AFTER READING THIS DON’T TRUST JOE KELLY THE SALEMAN !!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!! JOE KELLY AND THE REST KNEW THE TRUCK WAS IN A CRASH AND NO ONE, NOT ONE SINGLE PERSON SAID IT WAS IN A CRASH, WHICH HE FINALLY AMIDIT AFTER THE FACT VIA PHONE. NOW WE KNOW WHY THE CAR FAX WAS NEVER GIVEN WHILE WE WERE THERE JOE KELLY NEVER SENT THE CAR FAX UNTIL I KEPT ASKING FOR IT VIA EMAIL, WAY TO GIVE THE TRUTH OUT AFTER THE FACT. THIS IS VERY POOR CUSTOMER SERVICE HERE IS MY HONEST AND MOST TRUTHFUL EXPERIENCE WITH JOE MACHENS CHRYSER -5 FIVE STAR ????? NOW I SEE WHY THE BBB DOES NOT BACK THIS DEALERSHIP THEY ARE NOT A BBB ACCREDITED BUT THEY ARE FFF ACCREDITED FOR SURE!!! TAKE YOUR BUSINESS ELSE WHERE PLEASE LISTEN TO THIS WARNING!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!

I would not recommend this dealer.

Overall Rating

1.0  

1   Customer Service
1   Overall Experience
1   Price

Warning Over priced Warranty!

By SAD on 1/8/2019 at 4:58 PM.

Warning! Warning! If you buy a vehicle here do not get extended warranty or gap insurance. My nephew just brought a truck from this dealing and ended up paying $4,700 for a 36,000 mile warranty with gap insurance. We were told it would be $3000 for both. I feel partly responsible for not checking the final numbers but I believed the guy. Big mistake! Thanks for making us both feel like fools!

I would not recommend this dealer.

Overall Rating

1.0  

1   Customer Service
1   Overall Experience

Nightmare customer service

By rovanne_d on 1/5/2019 at 1:27 AM. Helped by Ben Mendel, John (Sales Manager).

Went to Joe Machens for the sole purpose of buying a truck I had seen online. On 12/29/18 without a headache to be had and a smooth transaction from the time I walked in to the time I left I was there 2 hours or less and I owned a new truck. Of course once the vehicle has been sold to me and they have made their money the problems begin. Along with the expensive vehicle I purchased I also bought the "Pro-pack" which is the bed liner, underbody coat, etc. Since it was a Saturday and they would be closed Sunday they sent me home with a loaner vehicle so those things could be done and I was told I would have my vehicle on Monday (12/31/18). I live in St Louis and they would bring my vehicle to me and pick up the loaner. This is far from what happened. Monday evening rolls around and I haven't heard a word, I decide to call to see what was going on. My salesman was on vacation so I was directed to someone else, the sales manager (John) I believe. He doesn't know what's going on either and says he will call me right back, an hour goes by and I haven't heard from him. I call back again and again ask what's going on. John tells me they haven't finished everything and it wouldn't be until Wednesday (1/2/19). I again have to wait a couple more days and that's annoying, what's more annoying is the lack of communication on the dealers part. It's now Wednesday evening (1/2/19) and I still haven't heard a word back from the dealership. Once again I have to take it upon myself to call the dealership asking where my vehicle is instead of them doing what they should and contacting me. I once again speak with the sales manager John. He still doesn't know what's going on and again elects to call me back. Roughly 30 minutes later I get a call back from the sales manager telling me they still weren't complete with my truck. The bed liner wasn't sprayed because it was too cold, so I'm told. Now I've had many vehicle with bed liners put in them and I've never once heard that excuse, especially when it's a high dollar Line-X bed liner. They are don't indoors and the temperature shouldn't matter. John can clearly understand why I'm upset at this point, I have another excuse as to why my vehicle isn't done and once again nobody calls to communicate any step in this process with me. He says it will be ANOTHER day and my truck will be brought to me on Thursday (1/3/19). Now it's Thursday (1/3/19) evening time and AGAIN I have to call to get the update on my truck. I talk to the sales manager John once more and they said the truck had already been picked up. WHAT?! The whole point of this was for them to bring the vehicle to me. He elects to call me back again to figure out what is going on. They literally thought I I had came and picked the truck up and that was not even close to the arrangment. Once he calls me back he informs me "someone dropped the ball on this" and I would for sure have it the next day which would be Friday (1/4/19). It's now Friday evening (1/4/19) still haven't heard a word. I would assume they would get my truck to me soon after the dealership would open considering it was about to be a week since I made the purchase and this ridiculous customer service I've experienced. Wrong again, my truck finally shows up at 6:30 PM in the pitch black of night so I can't even look the truck over before accepting it. The term "not my problem anymore" seems the perfect way to describe the Joe Machens dealership once they've sold a vehicle. Everyone that buys from this dealership must be a new customer every time and doesn't know how they conduct business. I would never purchase from them again after this absolute xxxx show.

I would not recommend this dealer.

Overall Rating

1.0  

1   Customer Service
1   Friendliness
1   Overall Experience
1   Price
1   Quality of Work

Loyalty

By Pissed on 10/17/2018 at 6:37 AM.

Has anyone noticed that out of all the negative comments Machens never once have said they want to rectify a situation? Even people such as myself, who has been a loyal Machens customer, has been screwed over by Machens and they dont care. I will no longer send family and friends to Machens so they wont have to deal with the bulls**t im going through with them. I wouldnt wish Machens on my worst enemy. Nothing is ever done to gain customers trust and loyalty back.

I would not recommend this dealer.

Overall Rating

1.0  

1   Customer Service
1   Friendliness
1   Overall Experience
1   Price
1   Quality of Work

Service Department Fail

By Jmirth on 10/17/2018 at 3:55 AM. Helped by Pat.

Had a issue with my diesel still under warranty was pouring white smoke from under the hood and into the cab during regen. Dropped it off on a Friday and they said they couldn’t duplicate the problem. As stated it’s only during regen. Asked if they’d just check the whole emissions system for leaks. They said Monday they did with nothing found. Got it home and decided to look for myself and found a gasket had blown out of the exhaust causing the problem. Three days it was there and they didn’t find it. Took it back on Tuesday and the tech refused to come talk to me because he was busy after missing the problem. So I asked to wait for it as I’d been long enough without my truck, being under warranty I expected it to be fixed. The tech was clearly angry with the service advisor on two occasions, especially when told I wanted my truck fixed that day. So they looked and blamed an aftermarket nut on the flange for the problem and refused to warranty it after wasting hours of my time not properly diagnosing my vehicle. (You could see a giant soot stain under the truck as soon as you looked) I will never step foot in this dealer or the service department again. I’ll gladly fix my unwarranted exhaust gasket myself and save the money. The truck was clearly not looked at for leaks. It was so obvious. I understand if an aftermarket nut caused this. But after wasting hours of my time and going days without my truck to not even look at the exhaust system? Then try to charge me for your time? That’s terrible. Tammie was polite at least. However Pat was rude and inattentive and failed to diagnose my truck after saying the system had been looked at. They tried to get the truck to repeat the problem and didn’t bother actually looking for the source.

I would not recommend this dealer.

Overall Rating

5.0  

5   Customer Service
5   Friendliness
5   Overall Experience
5   Price
5   Quality of Work

Service Department

By lanemj on 9/25/2018 at 3:24 PM.

I was very pleased when I took my Jeep in for its first service. They were extremely helpful and listened to my concerns or what I had to say. I appreciate they have women working in the service department as I have been a service advisor in the past a Dodge/Jeep dealership and I know how hard it is for some customers to feel that a woman is qualified to help them. Great work ladies!

I would recommend this dealer.

Overall Rating

5.0  

5   Customer Service
5   Friendliness
5   Overall Experience
5   Price
5   Quality of Work

Great communication

By Mosterthun on 9/12/2018 at 1:17 AM.

Rana displayed a great level of communication and compassion during the entire process. From dropping my truck off to paying for the expense, she was great to work with during a stressful time.

I would recommend this dealer.

Overall Rating

5.0  

5   Customer Service
5   Friendliness
5   Overall Experience
5   Price
5   Quality of Work

Oil change

By TAYLOR.WIILSON on 9/7/2018 at 9:14 PM.

I bought my Jeep 2018 back in December of 2017 and I have been so happy with he machens team! I would recommend them to anyone!

I would recommend this dealer.

Overall Rating

4.6  

4   Customer Service
5   Friendliness
4   Overall Experience
5   Price
5   Quality of Work

Oil Change and tire rotation

By smigg on 9/5/2018 at 9:12 PM.

Really my only complaint was that I had asked to be called on my cell when the service was done, but the rep called and left a message on my home phone instead.

I would recommend this dealer.

Overall Rating

5.0  

5   Customer Service
5   Friendliness
5   Overall Experience
5   Price
5   Quality of Work

Service

By dreamchaser102 on 9/5/2018 at 7:00 PM.

Very easy and painless oil change! Fast service, friendly, and accommodating to my schedule. The pickup after service was just as easy, in and out

I would recommend this dealer.

Overall Rating

3.2  

3   Customer Service
3   Friendliness
3   Overall Experience
4   Price
3   Quality of Work

They did there job

By springer4 on 9/1/2018 at 9:16 PM.

I went in there to look at 13000 dollar flex left with a 17000 dollar journey so yeah they did there job and sold me a car

I would recommend this dealer.

Overall Rating

5.0  

5   Customer Service
5   Friendliness
5   Overall Experience
5   Quality of Work

service

By suzie1250 on 9/1/2018 at 8:08 PM.

Was a prepaid oil change,tire rotation and service from a package brought awhile ago for a special deal. Dont know what else to say

I would recommend this dealer.

Overall Rating

4.8  

5   Customer Service
5   Friendliness
5   Overall Experience
4   Price

Love my 2017 Jeep

By mapmom51 on 8/30/2018 at 10:43 PM. Helped by Paul Betts, E.J. Laux.

I feel my sales rep and finance director did their best to get me what I was looking for. Thank you very much for your help

I would recommend this dealer.

Overall Rating

5.0  

5   Customer Service
5   Friendliness
5   Overall Experience
5   Price
5   Quality of Work

Nice helpful service and speedy

By LLOWE0 on 8/30/2018 at 8:25 PM.

Fast friendly and easy to deal with give me a car so I didn't have to stand around. And the price is right . Good experience

I would recommend this dealer.

Overall Rating

5.0  

5   Customer Service
5   Friendliness
5   Overall Experience
5   Price

Excellent customer service

By Cnacton on 8/30/2018 at 3:21 AM.

Let me first say we initially gave a not so good review for this dealership. However....all our issues were addressed and taken care of beyond our expectations. This dealership is all about customer service. I would recommend them to everyone and they will continue to get my business for years to come.

I would recommend this dealer.

Overall Rating

1.0  

1   Overall Experience

Terrible experience.

By JPIATT6786 on 8/27/2018 at 11:07 PM.

The worst place to buy a new car. Darrell ignored my questions. I was not impressed with Frank the manager. The new car was in the service shop for 3 days just to rotate the tires. They never called to tell me it was done.

I would not recommend this dealer.

Overall Rating

4.2  

4   Customer Service
5   Friendliness
3   Overall Experience
5   Price
4   Quality of Work

waaayy to slow!!!

By nancy.steve on 8/27/2018 at 2:13 PM.

Told salesman we would be at dealership at 1pm. We weren't there to kick tires or look around..Had the truck picked out everything was ready on our end,,,arrived at dealer at 1.01 pm...sorry one min. late, was a three hour drive from our home. Met the salesperson he brought the truck around, we looked at it and took a 10 min. drive, agreed to purchase and from there things went south. Took over 5 hours for them to get their act together was 10:30 when we arrived back home. We have purchased many new autos (retired auto worker) and never has it taken so long to get an auto purchased..Wen we "finally" got to the final paperwork, we got to the extended warranty..(why wasn't that given to us while we were waiting?) It was like a big rush then, we were tired and wanted to be out of there..still not sure what we purchased but at least were not still sitting there....seems like the only thing that went fast was the sales push for the extended warranty

I would recommend this dealer.