Lithia Chrysler Dodge Jeep Ram Fiat of Eugene

Lithia CDJRF of Eugene was a refreshing car buying experience where my needs were heard and meant. It didn't take a team of bullies to gang up on me to purchase a vehicle. It took one amazing salesperson, Brian Fisher, to put me in a Rubicon-X. Best car buying experience I have ever had, and I've had a lot of cars. Don't waste your time at other dealers, save yourself from the usual high pressure car buying experience and shop Lithia CDJRF of Eugene!

I’m giving this dealership 5 stars based on many years of service here across multiple vehicles. Overall, my long-term experience with their technicians and parts department has been consistently strong, and that is the primary reason for this rating. This most recent visit involved several service coordination issues over the course of three trips within one week. I initially came in for an inspection, but there was confusion about what type of inspection was available and I left without resolution. On a subsequent visit, I requested 5W-20 full synthetic oil, but the incorrect oil was installed initially, along with some miscommunication regarding oil specifications. The correction required a return visit, and on the final visit the correct oil had to be ordered before the service could be completed. There was also a moment where the tone of the conversation became more escalated than necessary, though it was quickly clarified and resolved. Importantly, the technicians did an excellent job. The video inspection was clear, professional, and easy to understand, and the findings were explained properly, including a minor rear differential fluid recommendation. The parts department has also consistently been helpful and reliable over the years whenever I’ve needed them. I’m sharing this not as criticism of the dealership overall, but as feedback on service coordination and communication consistency during this particular visit. My experience over many years remains very positive, and I continue to trust this location for service, while hoping the advisor-side communication and process flow can better match the quality of the technical work.

Very nice dealership. Service was top notch, no copying my driver's license to take a test drive. Purchase process was efficient. Sales rep even followed me home with vehicle I purchased.

I’ve had multiple issues with their service department. Communication skills of a bolder in pre k. Zero accountability outside of saying “we apologize please give us a call…” only for the call to be answered by an obvious AI system. Scheduled my appointment for this morning at 8am, a routine oil change and service plus adding air to my tires. 7pm I had to call in to no answer, then go to the dealership all to be informed they all left for the day. Didn’t tell me my car would be there overnight when I dropped it off. Your response time and responsibility to your customers AFTER they’ve purchased a car is embarrassing. All of their reviews of 4 stars or more have to be bots or begged for. You’d have better luck at a jiffy lube.

In the future, I would appreciate timely, respectful, and thorough communication from the service department. From the start of the process, the steps to diagnosing, filing a claim on my warrant, and bringing my vehicle in for service were unclear. First, I was asked on the phone if I would be waiting or dropping off, and I said on the phone for my initial diagnostic appointment that I would be waiting during the appointment. I was not asked this again when I checked in with my vehicle. After two hours of waiting, I asked for an update, and I was told by Kevin Cox that they hadn’t even started looking at my vehicle because they “didn’t know I was waiting” and that I “had to tell them during check in” that I was waiting. There were no signs or indications that I needed to repeat that information, nor did my service advisor ask if I was waiting or dropping off. If there is an expectation that a person repeats whether or not they’re waiting during the diagnostic, then it needs to be stated, not expected to be intuited by the vehicle owner. After the diagnostic, I asked for a printout of the findings. I was told by Kevin Cox, the service advisor on my case, that “no one in the country does what you’re asking for.” Those exact words. I asked for a printout of what he was looking at on the computer, which must have said what they found wrong with my vehicle, and he printed that out for me. I found this interaction condescending and unhelpful. Further, during the process of filing a claim on my warranty, Kevin Cox was unresponsive for long stretches of time. I texted him on April 10th asking for an update on the claim. It wasn’t until May 20th that I heard from him again. Multiple phone calls and messages left on his voicemail and with the service department did not yield responses. I finally appeared in person and was helped by Jason Conn, who apologized for the delay in service and lack of communication. He told me exactly what information was needed, I provided it, and then he said they’d call me with an update on Monday. This was a Saturday. After no call Monday, I called on Tuesday and was told to bring the Jeep in. It turns out that Kevin just needed the mileage and VIN, and after that the service was scheduled and completed in a reasonable amount of time. I find it incredible that it took over a month between me initiating contact and the vehicle getting fixed, when that was all the information needed. I suspect that if I hadn’t followed through and received help from Jason, that Kevin never would have contacted me again. I will not be returning to Lithia for future services, and I would caution others to avoid working with Kevin Cox, unless they are prepared to be ignored for weeks and talked down to. I also had to pay the initial diagnostic after all of this, since the warranty didn't cover it. If I had known that, I would have immediately left, because I was only continuing to pursue service here because I thought that the diagnostic fee would be included in the repair.