I have to call out a really great experience with the service department here.
Brought my Ram in for a couple recalls, an A/C issue and lube service.
Ray got me in the day after I called in. He did a thorough and quick check in, and told me they may need to keep it a day or two.
They called that afternoon because it was done! They even did a really nice cleaning/detail of the truck.
Thanks for the great service! Best CDJR dealer I’ve ever been to.

I had a very disappointing experience with the service department at Carvana Chrysler Dodge Jeep Ram of San Diego.

I had an 11:10 AM appointment and arrived early at 11:00 AM. There were no other customers waiting and they did not appear busy, but I still waited about 15–20 minutes before anyone acknowledged me. I politely mentioned multiple times that I had an appointment and needed to get back to work before my lunch break was over, but I felt ignored.

I brought in my 2021 Jeep Wrangler Unlimited Sahara for coolant loss, smoke, and a check engine/misfire concern. I also explained that I had purchased the Platinum extended warranty, the highest level of coverage available, covering up to 6 years or 72,000 miles.

I had already mentioned the warranty when booking the appointment and was assured over the phone that they would take care of everything. However, once I arrived, their main focus seemed to be getting me to sign paperwork agreeing to pay a $250 non-refundable diagnostic fee. Every time I asked about the warranty paperwork or claim process, the conversation kept getting shifted away from it.

For me, it was not about paying the fee. The issue was how the situation was handled. I already had concerns about my vehicle, and instead of feeling reassured, I felt pressured and uncomfortable. The way it was handled made me feel like I was being taken advantage of, so I no longer felt comfortable trusting them with my vehicle.

At one point, they sarcastically asked if I was willing to leave the vehicle for 1–2 days, as if they assumed I would not. I told them I was willing to leave it for a week if needed, as long as they handled the situation properly and did the right thing.

After I called out the way the conversation was being handled, I was told they were “not responsible” and that I should go back to where I originally purchased the vehicle. This was extremely disappointing, especially since I have been getting my maintenance done at this same location for the past 5 years.

When this dealership was San Diego Chrysler Dodge Jeep Ram, the customer service was amazing. Ever since it became Carvana Chrysler Dodge Jeep Ram of San Diego, the decline in customer service has been very noticeable.

If they were not willing or able to assist with the warranty claim, that should have been made clear when I called to schedule the appointment — not after I took time out of my workday, showed up, waited around, and was pushed toward signing non-refundable diagnostic fee paperwork.

I left very disappointed and no longer felt comfortable trusting them with my vehicle. In my opinion, this service department is a poor representation of the Chrysler, Dodge, Jeep, and Ram brands. I will not be going back and would not recommend this service department.

I had a great experience with Carvana, and Marissa was amazing throughout the entire process. She was so helpful, professional, and made everything go smoothly from start to finish. She answered all of my questions, kept me informed, and made what could have been a stressful process feel easy and seamless. I truly appreciate how kind and efficient she was. Thank you, Marissa, for making this such a smooth and positive experience!