12,000,000 Cars Sold to Happy Drivers

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-- Misty H.

"They got me in my dream vehicle. They listened to what I wanted and I felt heard."

-- Eloni T.

"Service advisor Katie was very pleasant and professional. 10k miles and service and was in and out in under 1 hour."

-- Tom D.

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Recent Reviews from AutoNation Chrysler Jeep West

In late August of 2020, I had scheduled a standard vehicle service for an oil change, and a few loose ends that my Jeep was experiencing. When I contacted Auto Jeep West of Golden to schedule a date and time I was relieved to hear that they had convenient availability that worked with my schedule. The experience working with the staff on the phone was delightful and very helpful to me at pin-pointing out what services I needed based on my deceptions. The staff seemed well familiar and informed when it came to helping their customers and I was satisfied with the service and customer experience they provided for me. On the day of my service, I by accident arrived a day too early. However, by the second their doors opened on time at 7 AM the service team I could tell was ready and prepared to help me the second I took one step out of my Jeep. I was immediately impressed with the speed-fast service and communication between the team at Jeep Auto West and they were able to accommodate fitting my Jeep in for service that day; I was thankful and again satisfied for my mishap. However, when I was passed down to their senior service representative Craig Lasenbery I was immediately made aware and unsettled upon first impressions with how impersonal he was towards me and unwilling to connect with me during my experience at Auto Nation Jeep West, but as my experience was just beginning with Craig, my time working with him would only get worse from that very moment. Once I was in Craig's hands, he had made a comment on the milage of my jeep. Craig suggested that I look into additional services based on the 30K + miles I had. However, he did not connect with me in a human-centered fashion or provide me the guidance that I needed as a customer. I did not feel that Craig had my best interest at heart for me and he completely failed and had me leaving very confused, lost, and alone on what I needed to do for my vehicle. In which Craig commented to me "I have 26 years of experience" and was not self-aware of the experience he was providing me. After I left Auto Nation Jeep West to continue my day, on September 1st at 7:18 AM I immediately emailed Craig who gave me his business card. I had forgotten to mention if the additional vizor and passenger seat would be covered under warranty and I was really looking for some reasurance from him. In addition, to requesting more understanding regarding the additional services he recommended for my Jeep. I was shocked to have never received a reply from Craig still to this date on my inquiries that he was unaware of satisfying. due to his inability to connect and go in-depth with understanding his customer. Not receiving a response, I decided to call Craig later that afternoon, and immediately once I connected to him. He was very defensive and took charge of protecting his "experience" "knowledge" and "reputation" in a way that made me feel that he thought I was attacking him and trying to be difficult. It was completely unsettling for me that Craig was treating me this way; again I felt completely unsupported with the help I needed for my vehicle. After being taken back I was able to collect my thoughts and realized that my customer experience is unacceptable and I felt completely disrespected. After my pointless attempt to connect with Craig. I emailed him once more, with a list of the suggested services that was directed by Craig unwillingly like he didn't have the time to go through each point that I was implying more information about. Instead, I had to take the time out of my schedule to locate the services needed from your website which took me some time as I am unaware of where to locate what I needed, but I eventually found what I needed, screenshot and pasted the services in an email to Craig which went ignored still to this day. All I wanted was what was best for my vehicle; that's it. Later that day, Craig called me and said that my vehicle was ready. In which I picked it up that next morning on September 2nd. However, once I picked up my car I was still unclear what I needed to do for my passenger seat, and still, all Craig could provide me was " I told you" which was completely disingenuous and demeaning. On September 3rd, 2020, around 5 PM I had to return my Jeep due to an "Oil Change" message that appeared on my dashboard. So looking out for my vehicle and wanting to prevent any damages I returned and one of your associates promptly helped me before I took one step out of my car again and helped me right away he was amazing, but I don't remember his name. He later then connect me back with Craig who seemed unenthused to see me and I again asked about my car seat in which he replied in a fashion that made him look completely self-centered and that he only values looking out for himself. I had commented that " one of your friends had helped me" in which Craig replied, "I don't have any friends" in which I then replied, " well I will be your friend" in which Craig replied, "I don't need any" which really devastated me to think that Auto Nation Jeep West must have a very negative unfriendly, and supportive team environment and culture. Customer service is the number one important factor for me when choosing a company to do business with such as I did at Auto Nation Jeep West. However, my experience with Craig really made me frustrated and feeling insignificant and unimportant which overall damaged my overall very first impression and experience that started positively.

Zach Adams Sep 3, 2020

Warning do not do business with these people. Every time I drop my car with these people and have issues with my car the literally hold onto it for a week and then give it back saying nothing is wrong. This has happened on multiple occasions. One one instance my transmission was not shifting at high speeds and would stall and slam into gear which felt like the transmission fell out of my car. I had to bring this car back four or five separate times where each time they told me to I need to do a test drive with the mechanic to get the car to get the car to duplicate the problem it was having. After five times of brining it back they finally read the codes on the computer and had enough evidence that something was wrong and did the job. Thankfully. This time however was the last straw when I once again left my car there to be looked at as I was having issues with the front end axels of my car which any time I would drive over any bumps at high or low speeds would knock my car into a violent shake and need to slam on my breakers to stop the vibrations. Likely tire rods. Once again a guy named Craig took my car in. Didn?t call me Once over the week to tell me anything on it and then finally when I called he once again said there?s nothing wrong with my car and told me I needed to duplicate the issue with a tech in it. This was the straw that broke the camels back. I took it for trade in up at Arapahoe Toyota where in 15 min of an inspection came back and told me there was an issue with the axel or something along the lines in the front of the car. I laughed as I knew that these guys likely once again didn?t look at my car at the golden location and gave it back to me like I?m crazy. They claimed their master technician had driven it around all that week and couldn?t find an issue. This place is a joke and has never done right by me u less it was forced upon them. I highly recommend going anywhere but this place. Also if you deal with a condescending know it all like Craig you already lost your battle. He will not do anything for you.

Jordan Kozie Jun 23, 2020

While our original experience with purchasing a vehicle from this dealership was generally positive. this was our first visit for maintenance (a minor recall issue) and it was quite poor. We had scheduled an appointment for the work and upon arrival (10 minutes early) the service dept. appeared to be staffed appropriately - an agent spoke to us within moments. He was plesant but said little; he found our file and after examining it merely said, "Ok, this requires just a minor inspection. We should be able to have it finished in just a few minutes. If I can have your key, you can wait in our customer lounge and we'll come get yhou when it's done." After a 90 minute wait, we finally aked for an update and the agent had difficulty finding our file. He asked around and eventually was told the corresponding paperwork was with the department cashier. He merely aaid "Go up these stairs and see the cashier and she can complete things with you." Upon speaking with the cashier, she too could not find the file. After a few moments she said, "Oh yes, here it is. Your behicle has been ready for a while. Return to the original agent and he'll have someone pull it around for you." We spoke again to that person and he rold us to wait out front and someone would bringf the vehicle up in a monent. After waiting 20 minutes, we returned to that same agent to ask where the vehicle is. He made a call and again informed us that it would be brought around and to wait out front. This time within 5 minutes we had out van back. The interior and exterior of the vehicle had not been cleaned even rudimentarily. The driver's seat had been moved and adjusted as though to fit the comfort of whichever service person recently drove it. Even while writing this review I'm reminded of just how bad this experience was, especially when compared to a different, highly-professional dealership I've been working with for over 15 years. I've had general service done on a second vehicle at this other dealership at least 30 times over the lifespan of the vehicle, and their service EVERY time without fail is stellar - absolutely customer-focused, dedicatedly informative and very personal. From the moment you walk in they greet you by name, talk over your needs and concerns, discuss the plan and any possible costs, introduce themselves and give you their business card (highlighting their cell number for direct contact any time) and then walk you too a terrific waitng area and offer free beverage access. They then keep you informed of progress and immediately inform you of any change to the plan or posible cost change before proceeding. When complete, th agent finds you and goes over all aspects and points of the work, providing easy-to-read paperwork and explaining every bit of it and discussing any recommendations. The vehicle is already waiting at that point just outside the door, cleaned inside and out and with no evidence that anyone was ever in it - seat and other adjustable items always in the same exact position you last left them in. From your moment of arrival you are made to feel the center of this business's attention. nearly every customer entering is happy to be there and always in jovial conversation with the service agents and are smiling when they leave. They've always addresed my needs well and have never steered me wrong.I look forward to every visit. The difference between these two service departments is as night and day. AutoNation should know better. They are major players, and this is not hard to do. In fact, getting it right is easy and supremely beneficial to all involved. Getting it wrong...well...I'll never be using them again. As I said, they should know better. Period.

Kathleen Mcbride Sep 9, 2019

Leased a new 2018 Hybrid Pacifica in April. Love the vehicle but experience was less than acceptable. We did go in at end of day so I tried to be understanding long day people were ready to leave. However we were rushed through finance so fast we ended up having to ask to go back as all options and info not properly presented. On top of that once we saw car in day light we realized this brand new Pacifica was filthy inside. Looked like pop in cup holder and a layer of dust inside all windows like it had been left windows open for days. Also a small hornet nest in under back hatch. Called and arranged to go back go back over finance and have properly washed. Again at night we ended up sitting for around 3 hours or more. Once we got back on our way realized inside barley touched. Well we were there we were told down the road we would get a free wash and tank of fuel for the three hour wait. I will come back to that. Called and complained after wait still filthy. Use could see where we wrote dirty in dirt on inside sunroof. Arranged to have them pick up and clean. Which this time they did and topped off understanding a future wash and tank. This took a lot of complaining and time to get to this point to have a brand new vehicle that was clean. With in the last few months a recall was called and I took in for service. Texted sales guy to let him know I was ready for that wash and tank of gas. Came in for service appointment which was a pain to make as I kept getting stuck in phone loop and had to ask sales guy to have them call me to make appointment. So yesterday went in for appointment which I was told would be about an hour so far one of the few promises kept. But I stood fort person in line had one service person grumble one minute well two others spoke to each other. Another customer walks in one of the service people gets up to help customer he seemed to know told me we will be right with you big guy. Than a few minutes later someone helped me he seemed confused about me waiting for it so I said they said about an hour right? He states I don’t know about Pacifica’s so I will let the Know your here. I had to say ok where should I wait to be directed to lobby. Never heard back from sales guys about gas and wash until today when he states that was what they did at Delivery which they did but promised another for trouble. So buyers beware!!

David DeMott Jul 26, 2018

The only reason they get 1 star is because Yelp won't allow me to give them a zero! You might have read my previous review last March when this dealership told us they could no longer service the vehicle they sold us even though it was still under the manufacturer warranty. Well, things have gotten worse. We purchased the 2015 Dodge Dart from the dealership on 9/20/2016 and was told that it was a buyback from the previous owner because there were issues with the radio. We tried to trade it in today and found out that this vehicle was deemed a Lemon by Chrysler on 6/14/2016 and they the dealership sold it to us 3 months later as a buyback. Since 9/20/2016 when we purchased the car, it has been in the shop 13 times. That is 13 times in 18 months! And the last time it was dropped off at the shop on 12/17/2017 and we didn't get the car back until 3/30/2018 (over 3 months). One hour after we picked it up, it was back in the shop for the check engine light AGAIN! With the 13 times this vehicle has been in the shop, Chrysler has put $19,568.96 of work into it. Wowza... the car isn't even worth a third of that. Even though my frustration was at a level 15 (out of 10), I went to the service area and spoke with their general manager Josh Larsen. Let me tell you... he was quite the condescending ***. I brought my son in and told Josh all that we have been through in the past 18 months. Explained how horrible this first car buying experience has been for my son. And told him that all I wanted was for Auto Nation or Chrysler to make this right. We asked that they buy him out of his remaining loan (not even asking for the 18 months worth of payments he made on the car) and that we would use our pre approval for a new car to purchase from them in good faith that they did not screw us on purpose. Well, good 'ole boy Josh offered $6k for the car and said he would roll the other $7k into a new loan!!??!! Are you [non-permissible content removed] kidding me. Maybe because I am a woman he thought that he could treat me like that. Or maybe because my son is young Josh thought he could talk to us like we were stupid? Or maybe, just maybe, he doesn't give a damn that about selling a Lemon as a buyback and lying to customers. I will not recommend this dealership to anyone. I will be contacting Chrysler directly as well as the better business bureau because I have 20 pages of work that has been done on this vehicle and I don't think anyone should have to deal with this type of customer service. I certainly think that they are in violation of the Truth and Savings Act. Oh, and BTW - the check engine light came on again today.

pinksuede27 Apr 10, 2018

I have to walk you through my experience because it was seriously the best car buying experience I've ever had!! I have been looking for an SUV for a while since I work at the farmers markets and need a lot of cargo space. I had been to a few other dealerships but always felt somewhat neglected or just had a lot more difficulty finding what I wanted and getting the right price. But I called Autonation Chrysler Jeep West and spoke to Javier and immediately knew this place would be different. I drove all the way from Westminster to see he had they had and when I arrived I was shocked to see the incredible amount of cars they had. They were extremely busy since it is memorial day and they had awesome rebates going on! But even without the rebates this place has great deals and a wide range of cars to choose from. As soon as I walked through the front doors I smelt POPCORN!! I was greeted by Javier promptly at the door despite how busy they were. We grabbed some popcorn and head out to the lot. He knew from my phone call that I was interested in a Jeep. So we walked through and he showed me my options and told me the capabilities of them and what they included as well as all the real prices. He made me feel comfortable simply telling me what I needed to know to make an informed decision and not pushing me in any direction. We took a jeep renegade out for a test drive through the mountains since we were so close to them. It was such a beautiful day and the views were just perfect since everything was all green and the rain had just cleared... And of course because it's Colorado so it's just beautiful here... Anyways. We drove for a while in the mountains just testing how it handles the terrain. We chatted like we were two friends on a road trip. When we got back we started ringing up some nnumbers and I continued eating my popcorn. Javier worked extremely hard to get my monthly payments to where I wanted them to be... And during those couple hours he fed me pizza and fruit and yogurt because I was hungry. Javier treated the entire process as if it was him buying the car. Even used the motto "I'm not selling you a car... I'm buying you a car". This was the best car buying experience I've ever had. I've never felt so entertained and comfortable at a car dealership before. Especially at that level of attention. Seriously... I will never go anywhere else for a car and you should feel the same way. If you're looking for a car go to Autonation Chrysler Jeep and ask for Javier!!!

Sarah Colley May 28, 2017

Customer Reviews

12,000,000 Cars Sold to Happy Drivers

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Recent Reviews from AutoNation Chrysler Jeep West

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