Zappone Chrysler Jeep Dodge Ram

Let me just say first off that I am a tough customer. I pretty much hate and distrust everybody, especially everybody in business, and especially businesses that employ salespeople. I have to admit, when I first went looking at Unilocal reviews of car dealerships in the area, I was scared off by a couple of the very negative reviews here. But it’s clear to me that these were either cases of difficult or impossible to please customers or other unusual circumstances, because I just had the most amazing experience ever with Zappone. My old car had finally given out and I really needed an upgrade, and decided on a Jeep. There is a Jeep dealer (not Zappone) in my own town, to the north of here, so naturally I went there first. Worst experience ever – they tried to sell me a demo with 5k miles as a new car and wouldn’t even let me take the car for a test drive because it was on display inside the dealership and, as they explained, they had just driven it inside and cleaned it and it was going to be a lot of trouble to take it out again. I guess they weren’t looking to sell cars that day. Then, enter Zappone, which was like night/​day to the experience at the other dealer. The sales guy Michael was great from beginning to end: very helpful, very knowledgable, explained in great detail all the options, did everything you’d want in a salesman. The negotiation was also seamless and painless. The manager Matt Zappone is also a highly professional and affable guy, as was the woman who prepared all the paperwork (sorry, I forgot her name). Even the coffee and snacks are good. These people really know what they’re doing. They take excellent care of their customers, and I can’t say enough positive about Michael, Matt and the whole team at Zappone. It’s so rare to have this kind of experience at a car dealership, feeling truly cared about, not just a number, and not feeling like you have to hide your wallet at every turn. And again, as stated at the start of this review, I am an extremely tough customer. Do yourself a favor, go see Michael at Zappone if you need a new Jeep.

Do not buy a package of oil changes. I spent 280.00 and only used two. I am trading my vehicle in for a different brand. I asked for a refund on the oil changes I did not receive which would have given me 150.00 or more back and they refused and so did Chrysler. So upset. They basically stole from me and not friendly either after I have purchased 2 grand Cherokees ! Bye bye Jeep/​Chrysler. Buyers beware

Recently purchased a Dodge Dart and it was a great experience.

I would like to give them negative stars, but I’m not able to.
I will never buy a vehicle or get a vehicle serviced at this dealership ever again. The customer service is non existent and the technicians are incompetent.
The first mistake was that they could not perform a simple tire rotation correctly. The technician «forgot» to tighten the lug nuts, which threw my tire balance off and made a horrible noise. When I called to advise, I was brushed off and said it was ice build up and to go spray the tire down. After I did this, it still didn’t go away. I called the next day and the person from Zappone was fighting with me about brining my vehicle in. I basically told him I was on my way and they had no choice. As soon as he test drove it, he knew it wasn’t ice build up. Surprise.
The second issue, which was within 4 – 5 months of the first was when I brought my vehicle in for a NYS inspection. I was then told that I need back brakes. I brought my vehicle somewhere else because it was cheaper. The place I brought it to told me my front brakes were just as bad as my back brakes. I had the a do the back so I could get my mechanics opinion.
Brought it to my mechanic and I definitely did need front brakes. I kept the old parts and Brought it back to Zappone so they could look at them.
Let me just say the service manager (I use the word manager loosely), Ron, is as arrogant as they come. I had a legitimate concern and he brushed me off and actually laughed at me. I work In customer service and it is never right to laugh at a customer. I asked for his manager and he arrogantly told me he was the manager. He got annoyed that I asked for his managers info, but reluctantly gave it to me. He then told me my mechanic was stupid and didn’t know what he was talking about. How is it that I brought it to two different mechanics and they both said I needed front brakes. Zappone technicians don’t know what they are talking about.
I don’t think this man realizes that customers are their lifeline and they’re only in business because of customers. I think they need to reevaluate the manager, as he gives them a bad name, along with them being incompetent.
I will be contacting one of the owners of Zappone, making a BBB complaint and also making a complaint to the NYS consumer board.
Zappone will never get my business again. I also work in the insurance industry and will advise everyone I come in contact with to avoid this dealership at all costs.

Zappone Chrysler Jeep Dodge Ram is keeping the car dealership stereotype alive and well. That stereotype would be a service department that will do or say anything to squeeze every dime they can out of you with no real concern for how it may makes them look or more importantly, how it affects the customer.
After our 2009 Chrysler Town and Country refused to start, we had it towed to Zappone because it was the closest Chrysler dealership. This was after we exhausted all possible mechanical issues ourselves.
I expect a dealership that represents a major brand like Chrysler to be a subject matter expert on Chrysler and Chrysler vehicles… I mean its the whole reason they exist. Also if you intend to gain and keep my business you should act as a customer advocate and not participate in cheap money grab activities.
Case in point… Our vehicle had an electrical problem. I was first contacted by someone (Frank maybe) who indicated the key fob was bad (Its an electronic key fob that plugs into a rectangular hole in the ignition). Including the towing fee, it was going to cost me $ 481 and change (tow fee ~$ 100) … so $ 381 to diagnose, a new key fob and programming of the key fob. I was told the key fob was ~$ 180 and programming was $ 50. They also informed me during this call that there could also be a problem with the WIN module but they wouldn’t know until they replaced the key fob. They were setting me up for the prospect of a much larger bill (typical car dealership). When I questioned it the guy smugly informed me that they weren’t just replacing the WIN module and making me pay for something I don’t need as if he was doing me some grand service. After ending that call I realized he did not tell me how long it was going to take so I called back (one of the two people I spoke to was Frank… not sure if it was the first guy or this one). On the second call the guy casually informed me that the key fob was on BACKORDER and that it would be 3 – 5 DAYS!!! 3 – 5 days without our vehicle and it wasnt even important enough for them to inform me. But wait. it gets better!
Growing increasingly frustrated by these two knuckleheads, I called and asked for the service manager. He told me how he doesnt like backorders and he will make sure that they check other dealerships and that he has connections in Rochester or somewhere to maybe get the part quicker. It was the end of the day so he informed me he would call me the next morning. During this call I mentioned a pending recall «L25» that affected my vehicle. He said something about not being able to contact Chrysler on the customer’s behalf BLAH BLAH BLAH… All horse$#^% to soak us for every dime possible. Then he told me that when the recall was available we could request reimbursement (because they were going to get their money from me one way or another).
Still not satisfied, I called Chrysler Customer Service regarding the recall. The recall WAS AVAILABLE since May 15^th… THE DEALERSHIP SHOULD (AND I ASSUME THEY DID) KNOW THIS. This recall REPLACES the KEY FOB and the WIN Module (The 2 things they were about to charge me a fortune for)
Chrysler customer service conferenced in the dealership and authorized them to do the recall… ya know to replace the parts they were about to charge me $ 481+ for. The dealership then told me I would only have to pay for the tow.
Now when I called Zappone originally about the tow, they told me to call the tow company directly who they work with. The tow company informed me it was $ 55 for hookup and $ 4.50/mile… so it worked out to be $ 95.50.
When I arrived at Zappone and proceeded to pay the bill they had the total at $ 127 and change. The cashier turned to a lady behind the counter when I questioned the bill. This lady was very huffy and said I would need to talk to the service manager. The service manager is Ron who took the paper and went to a computer. Without any explanation as to why there was an extra $ 30 thrown into my bill he printed a new invoice with the 95.50 (+tax) as the amount due. DO YOU ALWAYS THROW IN SOME EXTRA MONEY WITH THE HOPES THAT THE CUSTOMER WILL JUST PAY IT?
While the outcome to our vehicle troubles was positive given the final cost, I can’t attribute that to anything the dealership did. There is a scratch and black fingerprints on our dash and the dealership made every effort to soak us for at least $ 481 with an EXISTING RECALL for the parts they were trying to sell me.
OH and remember that 3 – 5 day backorder for one (1) key fob? Well miraculously they had two (2), COUNT THEM TWO first thing the next morning to complete the recall. This means they probably had some set aside especially for the recall so they HAD TO KNOW ABOUT IT.
Zappone epitomized EVERYTHING that is wrong with car dealership and slimy money grab practices. This conduct should be criminal as they are knowingly trying to get money for something they have to know should be free due to the recall.

Sold my Dad a «brand new» car for 30,000 bucks. Turns out it was a flood car, my cousin bought one with brakes that went out in 5K
Want to be the next sucker… Walk through their shiny showroom stores… their Tv ads are pure BS.

Just had an «Oil Change» done at Zappone. Oil change is in quotes because I seriously doubt that the oil was changed at all. Oil change reminder was not re-​set (this happens every time I bring it there for service.) Fluids not topped off as stated on the repair order, and no fingerprints in the dust on the engine which leads to believe that the hood was never opened. Also had a NYS Inspection done, just hope that they did not just attach the car to the emissions machine to get obtain a receipt. I hope they really inspected my car!

The new facility is beautiful and they had a great inventory. I liked the salesman Fred very much and he seemed very knowledgable. He was low pressure and pleasant all around. The reason for the two star review comes down to an unwillingness to negotiate. I was in looking for the purchase of two vehicles with two trade-​ins and the difference in cash. Their first offer wasn’t terrible, but knowing the invoice amounts, dealer holdbacks, etc., I knew they had a lot more room to work with; their offers on trade-​in were ok, but a bit shy of fair and nowhere near good. When I gave them a lowball counter offer they essentially buttoned up and killed the conversation. I always find it amusing when a dealer gives you an ok offer, pretends it’s gold, then balks when you give them an offer equally off the mark in the other direction. I would have really liked to give them my business, but that wasn’t really an option. There are definitely better prices locally, let alone within a150 mile radius. If you do go in, ask for Fred. He was a gentleman all around.

I bought a Jeep Patriot from langan jeep. When it needed to be serviced I called them and they told me they no longer deal with Jeep. So I searched for a place I could bring my jeep. I went to Zappone. I believe they are the most honest repair shop I have ever dealt with. I would refer anyone to go there. They really do go that extra mile to make things right.

First the Positive. very friendly staff in Service Dept, who actually return calls. Jeff in service was excellent on the customer service side.
the NEGATIVE:
brought My Dodge Truck to my mechanic to check a noise which he diagnosed as a manifold leak needing a gasket repair. I asked if he thought that might be covered under warranty; so I called Zappones. Jeff answered, called me back and said it is a covered repair. GREAT!
Brought the truck to Zappones, having told them exactly what happened.
A call a few hours later: it’s not the gasket, it’s the catalytic converter; NOT covered under warranty… over $ 1,000.
I called my mechanic — aggravated with HIM over the misdiagnosis. He was confident that he was correct and Zappone’s was not, so he offered to call Zappones, which he did.
He explained what he had found, and Zappones sent it back to their mechanic to check again. Amazingly, NOW their mechanic agreed that is was NOT the catalytic converter, but WAS the gasket I had told them in the first place! (a warranty covered repair). HOW CAN YOU GET IT WRONG WHEN YOU WERE TOLD WHAT IT WAS IN THE FIRST PLACE. I could have been on the hook to fix THEIR diagnosis, and then, when it still made the noise, they’d have also done the gasket… that’s how I see it… and I’d have spent over $ 1,000!!!
Next, they had to order the part… it took over 2 weeks (@ 10 days to get the part and I had to wait until the following week when they could get it into their schedule).
The repair seems to be done just fine BUT I would NOT trust them to do diagnosis.
In fact, my windshield wipers got «out of sync» in a heavy rainstorm 2 nights before I had to go in for the gasket repair — NOT a warranty covered repair to fix the wipers. I wouldn’t let them fix the wipers; I brought it to my RELIABLE and Honest mechanic to fix the wipers.
I hate writing a review like this, but this is more important than getting a bad meal or service in a restaurant. this is big $$ for most of us!
BTW, my reliable, honest mechanic is Smith’s Automotve at the foot of the Rexford Bridge… just decided to «throw that in».

Note–
4 stars is probably as high as I would ever ever go for a dealership and rarely do I go into one that is worth that rating. The 4 Star rating here is a bit of an anomaly based on the super nice parts guy, overall very nice staff, and the really nice physical location they poured a bunch of money into.
Personally I think all dealerships area bit slimy, so you have to be a smart consumer going in otherwise you are going to get screwed.
Review–
We went into Zappone for a test drive. Salesman was good, was nice about showing us multiple vehicles even though they were past closing time. He also suggested a model we hadn’t thought about, which was a great fit (until we drove it– not really the salesperson’s fault that Jeep made something that crappy).
They let us drive cars without a salesperson present, which is awesome and necessary in my opinion, that’s the final jump to 4 Stars.
Will I buy from Zappone? That depends on their ability to beat others prices, but I won’t exclude them.