Dealer 2-Year Rating

Overall Rating

2.1 / 5
Customer Service
2.3  
Friendliness
2.7  
Overall Experience
2  
Price
2.3  
Quality of Work
3  
Service
1.2  

Dealer Reviews

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Overall Rating

1.3  

2   Customer Service
1   Overall Experience
1   Price

Sales Prices a joke

By hilly7 on 11/25/2018 at 3:10 AM. Helped by Wright.

I accompanied my daughter and son-in-law at their request for him to buy a Jeep Cherokee, she bought one last year and my wife the year before that. We have referred friends there who bought. This will happen no more. The 1,000.00 rebate was if you financed through Chrysler and both have respectable credit scores, 766 and 650 with a low debt load ratio, both are in professional jobs, RN and Teacher. It came back as 16% and required a trade-in vehicle, and that was with 16K down payment. I am retired now but I worked in real estate and know about financing and how things work. Clearly either they don't know how to submit information or Chrysler has sold all they want to, or neither cares about actually making good on an advertisement as this should have been a walk in the park. We bought a Jeep 2 years ago, our friends over the last 2 years, and even that daughter last year. Go to a Dealer that knows what they are doing and if it was Jeep, buy another brand. He bought, I would have and will in the future walk away.

I would not recommend this dealer.

Overall Rating

1.0  

1   Customer Service
1   Friendliness
1   Overall Experience

Poor salesmanship

By Strout7 on 7/14/2018 at 4:41 PM. Helped by Steve Wright.

Stopped by Rocky Top to begin my purchase adventure of a new car. I've bought my last 4 vehicles from this dealer. A Durango, Jeep Wrangler, used Toyota truck, and Jeep Cherokee. I was especially interested in the new Durango R/T. They had a nice one on the lot but not the right color. A sales person, Steve Wright, came out to assist. I told him what I was looking for and he basically blew me off. He said he'd call if they got one. I think it was because I'd been working around the house and I wasn't in my best clothes. Couple wks later took my wife by to look and basically got same treatment from Mr. wright. After about 5-6 weeks went to Rice Dodge in Alcoa. Sales person got on line found what I need and said he could have it there next day. Why didn't Steve do that. Ended up stopping at Rick McGills and bought a 2018 4 Runner Lim. While Rocky Top hasn' lost me 4ever they have for the next 3-4 yrs. will continue to take Cherokee and Wrangler there for service. John is great! By the way Mr Wright, at Rick McGill's they said I had the highest credit rating of any customer ever. Next time don't judge someone by their dress. If you'd done what the sales person at Rice had done, I'd had a new Durango R/T in the garage 5 or 6 weeks ago instead a a new 4 Runner. Sincerely, Steve Trout

I would not recommend this dealer.

Overall Rating

1.2  

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

Way overcharge

By Fed up on 5/25/2018 at 6:25 PM. Helped by Service dept..

Way overcharge for service at this location. $72.00 for an oil change will not go back there for any reason. They charged almost $10.00 a quart for oil. Go to Wal-Mart.

I would not recommend this dealer.

Overall Rating

5.0  

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

Awesome

By Steven Dettmar on 9/26/2017 at 1:43 PM. Helped by Steve Wright, Jim?.

Steve Wright was a awesome sales person. He gave us all the time we needed and had all the answers. After a pleasant conversation with Jim (sorry not sure on the name) in finance we left with a beautiful new Jeep Renegade.

I would recommend this dealer.

Overall Rating

1.0  

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

Couldn't fix my car had it for 6 months

By Kk on 12/11/2016 at 1:31 PM. Helped by Owner of the company.

They could not fix my Dodge Charger and gave up trying to help me get it on the road without it shutting off. When I got the car back they cut wires didn't tape or fix them back properly. Broke my pcm wire locks and had grease on the inside of car

I would not recommend this dealer.

Overall Rating

5.0  

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

Traveling to Great Smoky Mountains, Jeep had an issue

By Maria K on 8/29/2016 at 6:42 PM. Helped by John.

We were traveling from Ohio to Tennessee to visit the Great Smoky Mountains and encountered a problem with our 2015 Jeep Wrangler. There were ABS and traction lights that were blinking and then the engine light came on. We called the dealership and they got us in on the spot! They were so nice to work with and made me feel like they would handle the issue and our vacation wouldn't be ruined (thanks to John in Service). Turns out was just a brake sensor stuck shut and they fixed the issue and we were on our way within 2 hours. Thanks Rocky Top!

I would recommend this dealer.

Overall Rating

5.0  

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

From Purchase to Service...that's who they are!

By Rheap on 5/30/2016 at 8:32 PM. Helped by Stacy.

We purchased our 2016 Jeep Patriot on January 19th, 2016. This vehicle has delivered all that we hoped for. We wondered if the delearship could do the same. We are happy to say they have! We received notice well in advance (from the dealership) that our Patriot was due for it's first service. THANK YOU, STACY! We scheduled the service and received above and beyond what we expected from a dealership. We live more than 50 miles away from Rocky Top. The distance is nothing compared to the friendly and concerned service we now know we will find at this dealership. Thank you to Rocky Top for a great job!! LP

I would recommend this dealer.

Overall Rating

5.0  

5   Customer Service
5   Friendliness
5   Overall Experience
5   Price

AWESOME Experience

By Rheap on 1/22/2016 at 11:19 PM. Helped by Stacy, Justin, Tim.

My husband and I were in the market for a 4X4. After much research we decided on a Jeep product. We decided on the equipment we felt would meet our needs and then reached out through the Jeep website for information. We outlined what we were looking for to the various dealerships. The responses were as different as apples to oranges. One response stood out from the rest. It was from Rocky Top and the individual's name was Stacy. She was honest and genuine. She said they would do their best to find us a vehicle that would meet our needs. Even if it meant ordering one. Most of the other dealerships we talked with sounded as though if it wasn't on the lot, it simply could not be done. We even visited a dealership less than 6 miles from our home. Rocky Top is a good 50 miles from our home. I would make the trip again without hesitation. Stacy was true to her word. Our salesman, Justin, was great and Tim in the finance department was professional and clearly outlined everything. Even though they are a bit far away, I will pass our local dealership to take our vehicle to them for service. Awesome experience.

I would recommend this dealer.

Overall Rating

1.0  

1   Customer Service
1   Friendliness
1   Overall Experience

Customer service poor

By Slide on 10/10/2015 at 9:57 PM. Helped by Stacy.

I contacted this dealer referencing a new truck. The internet sales person Stacy was told by myself that I was upside down on my trade. She said with all the current incentives there should be no problem especially with my credit. That was the first and last communication I had with her. I called twice thereafter and she would not take or return my phone calls. Being retired from the business world I find this type of behavior totally unacceptable. My employees would've gotten fired for this. After this experience another dealer treated me with respect and put together a good deal for me. I do not recommend this dealership.

I would not recommend this dealer.

Overall Rating

5.0  

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

Wonderful experience!

By Bookend on 6/30/2015 at 12:50 AM. Helped by Ryan.

Best dealership I have been too in the Knoxville area. Would recommend. Went to the big dealership in Knoxville and they didn't want to do business with me.

I would recommend this dealer.

Overall Rating

1.0  

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

Rudest I've Been Treated In Over 15 Years

By Rubicon on 4/30/2015 at 12:44 AM. Helped by Ken Edenfield, Stacey Suttles, Scott Bradford.

After much research over the last few weeks I had settled on the purchase of a new 2015 Jeep Wrangler Unlimited Rubicon and after searching for awhile found only one within a 200 mile radius that had the options that I wanted and none of the ones that I didn't. It was located at Rocky Top Jeep in Kodak, TN near Pigeon Forge. After emailing and asking if I could get an appraisal for my trade in I was told that I could use the Kelly Blue Book feature on their website but would need to come in for an in person appraisal. Last Friday I took off from work early and drove over an hour to do just that. Upon entering the dealership and speaking with the internet manager I informed them that I was mainly there for an appraisal just to see where I stood as far as negative equity and such because I didn't want to be too upside down. I had already gotten appraisals elsewhere but every dealership seems to be different. I was put off onto a salesman and took the Jeep for a drive despite not really needing to as I had already test driven them and knew that's what I wanted. Upon arriving back at the dealership we went back to his desk and they finally started the routine of driving my car and coming up with an offer. Their initial offer came via Black Book, which gives the lowest trade in prices, not Kelly Blue Book as their website would lead you to believe. The trade in difference between the two was around one thousand dollars more in favor of Kelly Blue Book. However neither was close enough to the primary offer I had received from a dealer closer to home. After asking what they could do to get me to agree to make a purchase I told them they would need to be closer to the other dealer's offer. They acted as that wouldn't be a problem and agreed to give me the same price. But all they did was increase the price of the Jeep by the same amount to "Look good for the bank". This didn't address what I was wanting at all and I was still covering the entire amount. If this was the best offer that they would make that would've been fine and I would've thought about whether I wanted to pay more for what I wanted or save money getting one that didn't have the exact options. This is where my problem began. I asked the salesman if I could have a print out of the figures they were offering to have something to look over and talk to my wife about and he told me that if I wasn't going to take it to my bank that day then there was no point in he printing anything out. Basically if I wasn't going to purchase the vehicle then and there he wasn't going to make a copy of a paper which is ridiculous. I actually took a picture of it because I still wasn't completely put off yet. When I asked for my keys back and told him that I would need to think things over first he brought the new car manager Ken back to speak with me. After explaining that I wasn't totally certain if I wanted to accept their offer his attitude completely changed. He said "You didn't come here intending on buying anything today did you?" As I had discussed with the salesman, if they made a good enough offer I would contact my bank and get things moving. However they did not. After explaining this again he said with quite the attitude "Do me a favor, next time you come in here tell us that you're not serious about buying anything today. I had my guy working on this for an hour." Basically I was just wasting their time since I wasn't committing to a purchase at that very moment. If I wasn't serious about making a purchase I wouldn't have taken time off from work as well as spent the gas driving over an hour one way as well as another hour sitting at their dealership. This is the most angry I've ever been leaving a car dealership as I've never had anyone talk to me with the attitude that Ken had. Ironic that he mentioned "next time" when there absolutely will not be a "next time" for I or anyone that I know. Even if I have to settle for a Jeep without everything that I want, I would rather give my money to someone that knows the basics of customer service. I would recommend anyone considering this dealership to think long and hard about whether simple customer service is important to you. If you aren't ready to purchase the very moment you're there with an offer that's likely well behind what others will offer you don't expect very many kind words after. You'll likely have an angry new car manager with a bad attitude to deal with.

I would not recommend this dealer.

Overall Rating

1.8  

2   Customer Service
3   Friendliness
1   Overall Experience
1   Quality of Work

Unacceptable wait time

By d.al on 10/27/2014 at 8:09 PM. Helped by Tommy & dave.

1st trip was appt for batt going dead on my 2014 ram. Batt tested bad but dealership didn't have it in stock. Required a second trip; 3 hr driving time plus 4.5 hr in waiting room. Doesn't seem unreasonable for dealership to keep a battery in stock for warranty replacement. 2nd trip was appointment for oil change. A 2 hr wait for an oil change is ridiculous in light of the fact I had an appt. it appeared the process didn't begin until 1.5 hrs after the scheduled appt. additionally, the technician spillled oil all over the engine & transmission while replacing the filter. He blamed it on poor design of the engine but it was actually due to him not following proper removal procedures from my research. The service rep called to my attention there was a recall notice & 2 rrt's due on my truck but they didn't have time to perform them. On the paperwork I received, she stated I had "declined" the service because of time. Total BUNK to cover themselves. I have since called another dealership to make an appt for the service. They told me it was simply some software updates & wouldn't require an appt. just stop by & they'd perform it in a matter of a few minutes!!! Definitely disappointed in rockytop!!

I would not recommend this dealer.