WELCOME TO SOUTHBANK DODGE CHRYSLER JEEP RAM

I have had an otherwise positive experience with Southbank Dodge, and I want to be clear that my concerns are specifically regarding RJ, the Service Manager. Unfortunately, my interactions with him were extremely disappointing. His attitude came across as rude, unprofessional, dismissive, and frankly, belittling. There was a very noticeable “bigger than thou” attitude that made an otherwise straightforward customer-service experience unnecessarily unpleasant. What was particularly off-putting was the way I was spoken to. At one point, RJ told me, “I’m dealing with the City of Ottawa right now, so you’ll have to wait your turn.” I am an adult customer, not a child waiting to be reprimanded. There is a professional and respectful way to communicate that you are busy or dealing with another matter, and that was not it. A Service Manager is representing the dealership and should be setting the standard for professionalism, communication, and customer care. Instead, I left the interaction feeling dismissed and belittled. The rest of my experience with Southbank Dodge has been great, which makes this even more disappointing. However, one person in a management position can have a significant impact on how a customer views the entire dealership. RJ seriously needs to reflect on his approach to customer service and, in my opinion, should receive a serious performance review regarding his communication, professionalism, and treatment of customers. Good customer service is not simply about getting the job done. It is also about how you make customers feel while doing it. Unfortunately, my experience with RJ fell well short of that standard. And as such we will no longer be purchasing our vehicles from Southbank.

After six years of dealing with Southbank Dodge, I am done. Permanently. My experience has included horrible customer service, miscommunication, contradictory information, expensive diagnostics with few answers, being talked down to, and a lack of accountability. My most recent experience was the final straw. My 2019 Jeep Wrangler developed a coolant-system failure. While driving the short distance to Southbank under their direction, the temperature briefly reached the red zone. I shut it down and got it to the dealership. Southbank repaired the cooling-system components, and I paid close to $1,000. Afterward, the Jeep was still running extremely rough at idle. When I questioned why, I was told they didn't know and that finding the cause would require more paid diagnostic time. I was being handed back a Jeep running terribly without a satisfactory explanation. The conversation turned to more diagnostic hours, potentially tearing into the engine, thousands of dollars in possible repairs, and whether the Jeep was even worth repairing. This has become a recurring theme in my experience with Southbank: expensive possibilities seem to be discussed far more readily than solutions. I was repeatedly reminded that my Jeep has approximately 235,000 km, with the suggestion that it may be approaching the end of its useful life. That was difficult to take seriously while the General Manager discussed driving his own vehicle with approximately 306,000 km. Then, while I was being told my Jeep might not be worth repairing, I was offered another vehicle for approximately $45,000. The irony was not lost on me. During my discussion with management, I used the word "gouging" to describe how the experience felt as the customer paying these bills. Rather than focusing on why a six-year customer felt that way, the General Manager objected to the word and suggested I call it "profit." Call it profit if you wish. As the customer paying the bills, I left feeling gouged. This lack of accountability is not new. Several years ago, Southbank arranged rust repairs through a Chrysler program and an outside company. My Jeep was returned with reassembly issues, including problems with door connections. Regardless of the contractor, Southbank handled the repair. When records or information have been unavailable, I have also heard explanations involving their cyberattack and changing record systems. Internal systems and contractors should not continually become the customer's problem. After more than five decades in business, I expected better. What finally put my Southbank experience into perspective was taking my Jeep to an independent garage. In approximately four hours, an independent mechanic actually investigated the problem. He monitored the engine, tested multiple possible causes, moved components to determine whether the problem followed them, performed diagnostic procedures and explained his findings. I drove away without the severe rough idle I had been dealing with after leaving Southbank. I left the independent garage feeling informed and respected. I have too often left Southbank feeling financially drained, talked down to, confused and defeated. A small independent garage accomplished more meaningful diagnostic work in four hours than I experienced through repeated visits to the dealership that sells and services the brand. This is not about one bad appointment. Over the past year I have dealt with recurring Check Engine Lights, conflicting explanations, discussions about sludge, major engine repairs costing thousands, and repeated diagnostic charges. I kept returning because Southbank is a Jeep dealership and I expected Jeep-specific expertise. After six years, I no longer have that confidence. Southbank has permanently lost my business and my trust. I will never bring my Jeep back for service. My advice: document everything, ask exactly what diagnostic work was performed, get recommendations in writing, and get an independent second opinion before authorizing major work. I wish I had done that much sooner.

Wow, Un service impeccable sans pression. Merci Matt et Priyam, je vous les recommande !

Madeline at the service desk will always put a smile on your face, even before you come in, booking you in the earliest spot she can. Marlon is the kindest and most efficient shuttle driver there is. Dan, my service advisor took great care of me, always does. Thanks team!

I would strongly recommend this dealership for repairs They diagnosed and fixed my problemS With my vehicle, very prompt and professional

Staff are attentive and communicate with you any decisions that need to be made, and explain anything you need clarification on. The service admin is very friendly, and they will go out of their way to get you to where you need to go if you can’t stick around.

I am happy with this dealership they have great service and great customer support

Always a great experience at South Bank. Ashleigh was super helpful, and they’re always quick and efficient. Got an oil change and had my truck detailed — got it back the same day and it looked brand new. They even cleaned the wheel wells. Great service as always! Thanks Southbank!! Tony P

The service department is always easy to deal with. They are accommodating and friendly. Special mention of Daniel. Hard pressed to find someone who will work harder to get your vehicle serviced properly and efficiently. Always polite as he works in a fast paced environment.

Great service

The dealership sold me an exoended warranty thatvthey are now refusing to honour.

The customer service here is always excellent. Madelaine at the service desk is always ready to greet you with a warm smile and sends you off with a ducky 🐤

They are fast and really good service Really appreciate southbank Thank you and see you soon

Excellent service

Stay far away from these crooks!! Been having engine valvetrain noises for 1 year, horrible gas mileage, have paid $250 multiple times for their so called mechanic to inspect my motor- whenever everytime they won’t provide live data pulls or prove they opened my motor up because of no engine light- their mechanic says my motor is healthy and nothing wrong- well why am I posting these photos of all the misfires in my motor in 2 minutes of idling? But your mechanic says there’s no misfires and nothing wrong? Then tell me my front differential and axles need to be replaced but won’t warranty them due to a lift kit- a lift kit that had been installed since the day I bought the truck from you’s and has already had a front differential replaced as well as axles, multiple times, same with wheel bearings and a rack and pinion. All under warranty all with the same lift kit installed this very day you won’t warranty because of being installed!? Now let’s talk about the 2 times you guys put the wrong oil in my truck and I had to come back because of it- or let’s talk about the $300 you charged me for a light bulb you never installed when Tyler was working there and then fired him and won’t honour replacing the bulb you over charged me to install that is still out this very day. How about the fake life insurance policy you tack onto financing and when the person dies your still paying for the vehicle with 0 payout in sight!? That’s completely fine keep avoiding all the social media post your tagged in, all the proof from other shops you say that nothing is wrong but have the proof tons are wrong and your not stepping up to the plate. Definition of true scam artists!

Fast service using express lane.. great customer service.

Southbank Dodge has consistently provided excellent customer service. They have provided recommendations for upcoming service work without pressuring to get it completed and meet the service timelines provided when my vehicle is in for routine maintenance. Thanks Southbank Team!

Southbank Dodge is one of the place I recommend everyone to go in Ottawa. The service is impeccable. The sellers are amazing and the workers that are there. Call and check up to see if everything‘s all good if you need to leave your vehicle they arrange for you to have a vehicle with no questions asked. I just love my new Jeep and don’t regret any of my purchase so far so go down and see for yourself. It’s not a waste of time. You’ll come out With something new of your tasting, and they will help you with everything and this is not my first purchase with them. I’ve been buying my vehicles with them for a while now and don’t regret anything. Their customer service is on Pinpoint . 🤗😊 …..on the 20 of January 2025 i’d like to make a second review on the people that work in the service department I would like to say they are amazing you walk in and they’re very happy to see you and serve you. They go out of their way. Even the one that makes the appointment for the service as the guys when you walk in to drop your vehicle off to the one that is sitting in the back making sure your vehicle is getting fixed also to the guys in the garage that are working on your vehicle I couldn’t ask for a better place to bring my Jeep and I am very happy that I went with SouthBank. I recommend this place at 100% 💕😊

Nice place to hang out when waiting for services. Really friendly people work here.

I’m very disappointed with my experience purchasing my truck from this dealership. What should have been an exciting purchase has turned into multiple issues and a lot of unnecessary time and stress. I was told the truck would come with a full tank of gas, but it did not, which created more of a wait time. The tire pressure sensor light had been on since the test drive. I specifically brought this up before purchasing and was assured by salesman that it would have to be repaired in order to pass their 150-point inspection and would be fixed before pickup. It wasn’t and they tried to send me home with the truck with it. I’ve now had to book my own appointment with Toyota, pay for the repair myself, and then try to get reimbursed by the dealership—all on my own time for something that was supposed to be taken care of before I received the truck, I did end up getting $ back weeks later. My pickup appointment was also changed the day of, and even after arriving at the new pickup time, I had to wait over an hour because the truck still wasn’t ready plus when it was “ready” I found multiple issues like what I’m listing off in the review. I had also specifically asked for the soft tonneau cover to be put in the back of the truck for pickup that was already on the truck. I got a hard tonneau cover installed and paid full price. I have pictures of the old cover and it was in good condition but they basically called me a liar and said they threw it out because of the condition, later to admit it was a break down in communication on their end. It wasn’t there, and I still have not received it but they gave me a $300 service credit which I did appreciate. After a month and a half of them making me chase their tail. The biggest concern is a fairly significant rust spot on the roof that I discovered once I got the truck home. It was pouring rain when I initially looked at the truck, making scratches and body imperfections difficult to see, and at pickup I was already dealing with the other issues that had not been addressed. I notified the dealership as soon as I noticed the rust(same day as pick-up) and there is a paper trail showing when I reported it. Salesman initially told me he had contacted the used car manager to see what could be done. After receiving no response, I contacted salesman again and was then told the used car manager was no longer there and someone else was temporarily filling the position. I was also told it would have been easier if I had noticed the rust before pickup, which if there wasn’t so much dropped on their end maybe I would’ve. I have since received a quote of approximately $1,200 to repair the rust, with no guarantee that it won’t return. I was looking for a gesture of good will to see if they’d put anything towards the repair to keep a good relationship after everything they dropped the ball on. Like anything $100, anything would’ve been appreciated, they said no. The detailing was also disappointing. There was still a considerable amount of hair in the back, as well as chunks of drywall/debris stuck around the tailgate and in the bed of the truck. Any one of these things on its own might have been understandable, but altogether—the gas, unresolved tire sensor, delayed pickup, missing tonneau cover, poor detailing, rust issue, and difficulty getting clear follow-up—this has been a very frustrating experience. I gave the dealership the opportunity to address these concerns before writing this review. Which took a month and a half. Finally I paid for the rust repair myself because they wouldn’t help with any of the cost. I simply expected the truck to be properly inspected, prepared as promised, and for the issues I raised to be handled in a timely manner. After this experience I will never purchase another vehicle here and I will never recommend anyone to go there. Very bad communication and after they get your money no longer care unless you bother them as much as I had to.For $64,000 you’d expect to be treated well as a customer not the way I was.

I really appreciate the excellent service and the kind staff everyone was great !!