Durango Motor Company in Durango

I want to personally thank Carl Irwin, service advisor, for the above and beyond customer service! I live in Phoenix, but was in Durango for work with my personal 4runner. After a site visit with my clients, my brakes went out. Apparently during my travels I had work through my brake pads, rotors, into the calipers, and damaging the pistons. My brakes completely went out as I rolled up to the dealership. I explained my situation and that I was supposed to drive back to Phoenix that night. Carl was able to very quickly identify the parts I needed and get them ordered that night. He also expedited me in the queue, and was able to get all of the work done within 24 hours so that I wasn't stuck in Durango and return home. Luckily there are worse places to be stuck in Durango, regardless only had to hang around one extra night. Overall communication and customer service were great and if for whatever reason I'm back in SW Colorado would definitely work with Carl and his Service Team again. Many Thanks!!

My Toyota is under the toyota care package. I have been here previously two times for maintenance. Both two previous times I was in and out, courteous service, great experiences. However, now that my 3rd service came due, I scheduled maintenance in October for it. I called ahead because I need a second key fob for the car we purchased, we were only given one at the time. I was told they needed to order key fob installing parts and then they could get my second key set up for me, and it would be ready at my appointment. When I showed up on time for my scheduled appointment, I was told the wait would be three hours for a tire rotation, a key fob program fulfillment and a recall software update. I was confused as to why a heads up wasn't given, a courtesy call would have been great. 3 hours for that seemed a little off, however I understand being short staffed is a problem all over Durango, so I rescheduled mostly because I had a separate appointment I had to get to. Seeing how my past two appointments never took nearly as long, I had scheduled appointments elsewhere for my day in town. I wind up rescheduling to today. I show up on time today and am told it will be 3 hours again. This time I have no choice to wait. I have my young kids with me which, by all means I would have liked to avoid but personal circumstances caused me to bring them. I'm told I can be shuttled somewhere but I have two booster seats and a car seat. I inquire at the rental desk how does that work and could I just borrow a car since the appointment is going to be 3 hours. I was denied a free rental and I was told I could probably leave the booster seats behind and bring the car seat (what???). Then the gentleman corrected himself after checking with management, I would have to bring all 3 seats with me and keep them with me after getting dropped off. I live 35 mins away, so going home wasn't an option. I'm not prepared to lug all their seats around with me so I decide to stay. Then a coordinator comes and says they can take my car, drop me off where I need to go and take my car back, so I don't have to take the car seats out. -is that even protocol? I expressed my concern that it would prolong the already excessively long wait in servicing the car and I could lose my spot. So I decline. One of the other coordinators Travis comes and checks on me. I ask what do you recommend for customers who have kids with them that use car seats (regarding the shuttle). He said the same thing, have to keep the seats with me, take them to the sales side playground or give them brooms to clean stuff outside. -I'm not laughing at this point and feel stuck and frustrated there's no accommodations for a 3 hour wait for basic maintenance. Then I'm informed they can work on my car within an hour but the car actually has 3 recalls, two of them they don't have parts for so they will call me when the parts are in. But I could still receive my Toyota care tire rotation and 5 point inspection and what I thought was my second key fob as well. I agree to at least fulfill what I made my appointment for. Then I'm informed at the conclusion of my appointment the second key fob is not available. I said I was not informed of that. And then I was told it's classified as a recall, and they don't have the parts for the second key fob although I called to have those key fob parts ready back in October. And I did not receive my 5 point inspection paperwork like I usually receive in the past, just a printout saying it was performed. There are very apparent issues occurring with the service department here. All the employees walking around look beyond tired and stressed. I hope it can get resolved or more staff can be hired. But lying and manipulating information to customers is wrong. The last thing your staff needs to be doing is causing scheduled appointments who show up on time to feel as though they are burdens. Two stars given for the tv and free drinks. Everything else was extremely disappointing and not part of the Toyota culture we've experienced in the past.

Car buying process was nice, however they do pressure a lot just keep that in mind. The biggest issue is, they wait way too long to publish the paperwork for you to get your license plate. My temp expires in a week and they have yet to do it, so keep that in mind if you don't want to deal with the headache of it. Edit: If you bring up the issue they'll give you the run around to "placate" you, I was told three different things along the process (they'll deliver the paperwork next day..they didn't, they mailed it...they didn't, we scanned it over ..they didn't, until ultimately they hand delivered a week after it was, as they say, completed. Their customer service is lie until you give up or go in person where their receptionist who has no fault in the matter has to deal with you.

Friendly, fast and courteous service!! Our Expedition was competitively priced as marked and had a few dealer and Ford incentives that were offered at the time. I really appreciate that there were no hidden fees and a nice oil change and tire rotation package was included at no extra cost. All without having to haggle. All warranty packages were explained and there was ZERO pressure to buy one. Accessories were offered at a slight discount and the staff was awesome helping to keep our girls included as much as possible. Overall excellent experience that far exceeds the dealership in Farmington! Definitely worth the drive.

I have had nothing but the BEST experiences with this company solely because of two individuals. Their competency and kindness went so far for my mom when she bought hers that I came back and bought my car AND my husbands truck. Kai Aas was my car salesman. And Tanner Halfman as my finance guy. They were understanding of my needs and catered to them, never ever were pushy! I felt safe to express concerns when I had them. Their kindness was so sincere! If you go to this business all members that work there are wonderful but for a guaranteed quality experience, ask for Kai and Tanner! My vehicles are amazing!!! Runs wonderfully!! And beautiful!

EDIT#2... 10/29/24 Shortly after editing this review previously, I was contacted by Dustin, the Fixed Operations Manager. He offered to try again and this time he sent out a mobile tech the same day for try #4. The tech was able to address one out of 3 issues but even that one issue came back the very next day. I called and left a message with the girl that answers the phone for Dustin to call me as he was thinking it might take someone from Ford to help figure this problem out if the issues still persisted which they do. It's been over 1 week since calling and leaving that message and I've yet to hear from anyone at DMC. Service writers, service manager, and fixed operations manager, no returned calls, they only respond to these reviews. If they monitored their phones like they did negative online reviews they might possibly have less negative reviews to deal with. Maybe.... EDIT---- The day after posting this review I was contacted by Travis, the service manager, about my review. He was really nice and asked if they could have another chance to fix this issue to which I was happy to oblige. An hour or so later I got a call from the delivery service to schedule a pickup a few days later. Nice, maybe it will be finally taken care of as they seem to actually want to get this right!! Well, that's where my confidence in DMC ended once again...... The delivery service showed up when scheduled, (again, this service has been flawless, must not be a DMC run service) but once it arrived at the dealer they had no clue what it was there for as I was called by a service advisor that did not have a clue why it was there. After explaining this was try #3 for the same issue I asked that someone there to actually verify the issues were corrected before sending it back. Guess what? nope, didn't happen. They brought it back later that day with paperwork stating the issues were gone ( see pics ) but of course they are not. I called the following day and left a message for Travis the service manager to let him know that its still not fixed and now 3 days later he nor anyone else still hasn't bothered to return my call. I've now filed a case with Ford to see if they can get someone else involved as this dealership is 100% INCOMPETENT... I really cannot say much of anything good about the service dept here with the exception of the valet pick up and drop off option, its great. I have not bought a vehicle from here so this is not a review of the sales dept, but with that said I would not buy a Ford from anyone if I have to have it serviced here as they seem to be pretty incompetent in being able to make repairs whether they are warrantied or paid for. My 23 Superduty has been in here 5x since 1/24, mostly for warranty and updates although I have asked for other items to be done such as rotate/balance etc that was never done on visit 3 even though the truck was kept a few days extra to do so. Of those 5x, only once did it come back with everything they were supposed to do, the very first time which was for an oil change and rotate/balance. The most recent it was in 2x for a TSB update, both times they sent the truck back without fixing issues that the TSB is supposed to fix. MPG's stuck at .1, a Platinum truck on the screen at shutdown (not a platinum) and the startup screen never remembering where it was when shut down. It's obvious that no one verified whether or not it fixed the issues as they are all still there even after asking the advisor to verify it worked before sending it back the second time. Frustrating to say the least as it appears I need to take it elsewhere to have a simple TSB addressed. I'll try the Farmington dealer next, if its too much of a hassle taking a vehicle that apparently needs dealer services this often so far away I'll be trading this truck for another brand that hopefully has better service in our area.

I financed my vehicle with Durango Motors and gave a hefty down payment. Not even 3 weeks with my vehicle all the lights on the dashboard went crazy. It needed 3 fuel injectors. I took it to Rudolph Honda and they held my vehicle for 12 days without offering me a loaner, b/c the extended warranty took its sweet time to cover me. I had to pay $100 deductible out of pocket for a vehicle I had only had 3 weeks! It has been a week and a day since I was able to pick up my vehicle and not one call back from a manager and no sense of urgency! These people didn't have the time of day to call me back: Lynn, Freddy, and Alec. I have text messages where Brandon even told me those $100 would get paid by them. I DO NOT recommend Durango Motors at all!!!!! They do not care about their customers.

I have heard about the amazing customer service at Durango KIA and truthfully it was what encouraged us to give the KIA EV9 a look. Every interaction we had with Clint Talamante was a reminder of how good great customer service used to be back on the day! Clint is amazing and assisted us in every regard as we navigated through the low stress, low pressure purchasing process! We really appreciated his integrity and truthfulness. A) Turns out the KIA EV9 is a really sneaky swanky plugin that illustrates how even a "KIA" EV is so much higher tech and nicer than even the most luxurious Internal Combustion Engine (ICE) old school gasser. B) When you decide to upgrade to the future, seek Clint out because he is a knowledgeable and just a great stand up guy that you'll love working with.