We purchased out Jeep from Bill Luke and were happy with the price paid and the vehicle itself. However, the service department does not always deliver quality repairs or diagnostics. For example, I had my tensioner replaced and shortly after, I heard a belt-squealing sound. I called and my normal advisor wasn't there. I went down and the advisor looked at it and said it was "adjusting itself." Well, the noise continued. I went back again and my advisor told me they would probably not be able to find the problem since it was sporadic, but I could wait and someone would look at it. Over an hour later, I called the service manager from the lobby and demanded someone look at my car since I had been there 3 times for this repair and it still wasn't right. He had someone look at the car and fix the tensioner as it hadn't been properly adjusted. I wasted a lot of time and gas on their error.
We also had trouble with our engine light coming on. The service department told us we didn't tighten the gas cap enough. Well, we religiously began keeping track. It was OK for a short time and started with the light again. We went elsewhere (after the warranty was expired) and bought a new gas cap as it turned out a faulty gas cap was to blame. This problem originally occurred when the car was less than a year old.
The final example I would like to share is about oil changes. I called in advance to schedule a time and asked how quickly we could be done as I would have my 2 year old with me who would get bored. I had to do this myself as my husband was in Iraq at the time. She said an hour. I ended up having my dad take the car in as my husband was medically evacuated from Iraq the day before and I was waiting for a phone call. When he got there, they said it would be THREE hours. I am really glad I didn't take my son on there. I was not happy as I had been proactive and called to make sure we would be out quickly.
I will say the body shop at Bill Luke is excellent with great customer service. At the service department, expect hassles (there are many more I haven't detailed here) and to be treated like a number.
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