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  #1  
Old 09-30-2013, 10:14 AM
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ISG- Thoughts, resolutions?

Hey guys,

I haven't posted in a while but i've still been lurking on here and getting as much info FOR my dealership's service department as I can from both Willx and Milhous and everyone else here. For a while I thought that I missed out on a lot of the "issues" that everyone was having, but then slowly but surely I think I've gotten a little bit of everything. None of them have been life threatening, thank goodness, so I'm not in the same boat as like amc2002 or marosenb. Mine have just mainly been annoyances and maybe I'm too picky or something but it has been at the dealership for repairs probably a total of 18 or so days since April. I'm just tired of things just not working right. (Christmas tree symptoms abs replacement, fit and finish issues, uconnect/radio issues, HVAC, transmission is terrible for a new car hell any car, key fob buttons requiring multiple presses, door lock on the handle requiring multiple presses, headlights turning on and off in broad daylight same with night/day mode on screen, had fuses not plugged in all the way from dealer prep so ambient lighting in the door wasn't working when I got it).

Anyways, I was in the Enhanced Customer Care group for a while so Chrysler was providing rentals at least while it was in the shop (except for the tax), but I was still making my monthly payment while driving around in a rental.

Last week I was moved to the next phase which is working with the Impartial Services Group for Chrysler. I haven't heard much from them except that they will/are looking into it.

How many people here have worked with them and what was the outcome? I've skimmed through a few posts and it seems as though amc2002 and marosenb might be the only ones?


My jeep is at the dealership right now, but they just called saying they can't work on it or provide the rental because I was moved from the enhanced group to the ISG. Even though the ISG lady advised I keep this appointment and bring it in to help them with their decision.

Sorry for the rambling, if you've read this far you deserve a medal.
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Old 10-05-2013, 07:43 PM
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I am also working with isg. Had a replacement approved about three weeks ago. Tried to get the transmission tsb done last week and dealer said they wouldn't work on my jgc since it was being replaced. Sympathize with the rental issue, I spent three weeks in a dodge avenger while paying my normal payment.
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Old 10-08-2013, 10:36 AM
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Re: ISG- Thoughts, resolutions?

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Originally Posted by adthebadstud View Post
Last week I was moved to the next phase which is working with the Impartial Services Group for Chrysler. I haven't heard much from them except that they will/are looking into it.

How many people here have worked with them and what was the outcome? I've skimmed through a few posts and it seems as though amc2002 and marosenb might be the only ones?[/B]
The only contact I had with ISG was through my lawyer. They were more than fair with me, but I gather part of that had to do with my going through a lawyer. They were also DEATHLY slow in getting payment out and paperwork cleared up. Maybe they're overworked with the 2014's coming out.

The check took about a month longer than my lawyer thought it would. Finance company almost sent me into collections by the time they got the check. I supplied ISG with all my account info so they could get a payoff. However, they didn't contact the leasing company until AFTER they got the vehicle back. So if I had made an extra payment, I never would have gotten they money back. ISG would have just paid what was left.

I didn't have to deal with rentals since my selling dealer offers loaners as part of the new purchase deal. Of course, I was in a Liberty for about 45 days while paying for a GC. At least it was reliable. For a while, I seriously though I got the better part of the deal since I wasn't afraid it would shut off in traffic while my wife was driving it.

Good luck!
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Old 10-21-2013, 02:32 PM
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Re: ISG- Thoughts, resolutions?

ISG Update!
Yesterday I took delivery on my replacement 14 Limited 4x4!
As stated in other threads, it took almost 4 months to get my case elevated to the regional manager, once he reviewed my case and determined it was Lemon eligible in CA, he put me in contact with ISG. I began work with ISG the first week of August, and ordered my new vehicle Sep 15th. It was red tagged and delivered to the dealer on Oct 17. I picked it and completed all the paperwork with Chrysler, however my bank is still waiting for a payoff check from ISG. Basically ISG is paying off my existing loan, I am now taking out a new loan for the payoff amt. (due to my bank not agreeing to a collateral swap.)

My bank won't send a check to the dealer for the new vehicle until they get the payoff check from ISG....I'll post again when the bank stuff is all cleared up.

I didn't get an attorney, thinking I could do it on my own and I may get a better deal if their were no attorney fees for Chrysler to pay.... I ended up getting so emotionally invested in the process and took it so personal when teh company didn't work with me.... lesson learned, spend Chryslers $ and have an attorney do it for you, I didn't end up with any different of a deal than people with attorneys have received.

On a separate note, and I think AMC will agree, the WK2 is a great vehicle, so great that I decided to get a second one after all the headaches with the first, that being said Chrysler has the most dismal out of touch customer service I have ever seen in a large company. They make it tough on the dealers, who we as customers consider to be the face of Chrysler, then the dealers get upset at us.

When you are lucky enough to be working with Chrysler directly, acting like an entitled ass hat does not work in your favor, trust me. I felt like I was owed a good customer service experience after spending 43K+ and ending up living in the service bay. That only made my service that much worse....
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Old 10-21-2013, 03:33 PM
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Re: ISG- Thoughts, resolutions?

Congrats! I finally got word that Chrysler has approved everything for the replacement and now I will officially be working with ISG. Not sure what that initial conversation with them was for since it didn't get me anywhere.

Did any of you guys have a leased vehicle? Or were they all purchased?
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Old 10-22-2013, 01:10 PM
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Re: ISG- Thoughts, resolutions?

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Originally Posted by wsurfh View Post
On a separate note, and I think AMC will agree, the WK2 is a great vehicle, so great that I decided to get a second one after all the headaches with the first, that being said Chrysler has the most dismal out of touch customer service I have ever seen in a large company. They make it tough on the dealers, who we as customers consider to be the face of Chrysler, then the dealers get upset at us.

When you are lucky enough to be working with Chrysler directly, acting like an entitled ass hat does not work in your favor, trust me. I felt like I was owed a good customer service experience after spending 43K+ and ending up living in the service bay. That only made my service that much worse....
I partially agree with you on part 1 -- is it a "great" vehicle? No. For it to be a "great" vehicle, there would have to be about a 60% reduction in issues posted throughout JeepGarage. That said, is it an amazing vehicle? Yes. Is it a vehicle with heart and soul? Yes. Would I rather be driving it than a Honda? No question. But I just can't, and the reasons have all been covered ad nauseum.

The only benefit I got through going the lawyer route is, I think, more money back (Chrysler paid me just about every penny I ever paid on the vehicle), and I was not required to get another Chrysler vehicle. And @adthebadstud, mine was leased. I knew going in based on anecdotes from friends and general reliability reports that I could have problems with a new Jeep and didn't want to lock myself into a purchase -- if it was trouble, I didn't want to have to sell it myself, I wanted to be able to walk away. Little did I know how soon I would be walking away.

As for Chrysler customer service, holy good god I agree 100%, THAT is where they need to improve, definitely. I'm realizing a good dealer can make just about anything OK, but you have to have the backing of the parent company.

I wish you nothing but the best experience in your new WK2!
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Old 10-27-2013, 10:58 PM
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Re: ISG- Thoughts, resolutions?

Quote:
Originally Posted by wsurfh View Post
ISG Update!
Yesterday I took delivery on my replacement 14 Limited 4x4!
As stated in other threads, it took almost 4 months to get my case elevated to the regional manager, once he reviewed my case and determined it was Lemon eligible in CA, he put me in contact with ISG. I began work with ISG the first week of August, and ordered my new vehicle Sep 15th. It was red tagged and delivered to the dealer on Oct 17. I picked it and completed all the paperwork with Chrysler, however my bank is still waiting for a payoff check from ISG. Basically ISG is paying off my existing loan, I am now taking out a new loan for the payoff amt. (due to my bank not agreeing to a collateral swap.)

My bank won't send a check to the dealer for the new vehicle until they get the payoff check from ISG....I'll post again when the bank stuff is all cleared up.

I didn't get an attorney, thinking I could do it on my own and I may get a better deal if their were no attorney fees for Chrysler to pay.... I ended up getting so emotionally invested in the process and took it so personal when teh company didn't work with me.... lesson learned, spend Chryslers $ and have an attorney do it for you, I didn't end up with any different of a deal than people with attorneys have received.

On a separate note, and I think AMC will agree, the WK2 is a great vehicle, so great that I decided to get a second one after all the headaches with the first, that being said Chrysler has the most dismal out of touch customer service I have ever seen in a large company. They make it tough on the dealers, who we as customers consider to be the face of Chrysler, then the dealers get upset at us.

When you are lucky enough to be working with Chrysler directly, acting like an entitled ass hat does not work in your favor, trust me. I felt like I was owed a good customer service experience after spending 43K+ and ending up living in the service bay. That only made my service that much worse....

Question for you.. Did you escalate your case through the dealer to get to the regional manager? Or did you send in the notification card from the back of the lemon law book.

I'm trying to get help on my situation. My 13 Overland has been at the dealer since 10/9 and not expected to even get the parts needed until 1/13 next year! Needs a new driveshaft and they are supposedly manufacturing an updated part. The lemon law kicks in at 30 days and 1/13 is well beyond that time frame. I'm not looking for money back just a replacement for what I am making payments on. They are giving me a Town and Country for a rental for now. Not quite a Grand Cherokee. I'm going to send the notification card this week and try to get the ball rolling. Chrysler says talk to the dealer and they say talk to Chrysler.

Any advice?
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Old 10-28-2013, 09:16 AM
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Re: ISG- Thoughts, resolutions?

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Originally Posted by Scottwk2 View Post
I'm trying to get help on my situation. My 13 Overland has been at the dealer since 10/9 and not expected to even get the parts needed until 1/13 next year! Needs a new driveshaft and they are supposedly manufacturing an updated part. The lemon law kicks in at 30 days and 1/13 is well beyond that time frame. I'm not looking for money back just a replacement for what I am making payments on. They are giving me a Town and Country for a rental for now. Not quite a Grand Cherokee. I'm going to send the notification card this week and try to get the ball rolling. Chrysler says talk to the dealer and they say talk to Chrysler.

Any advice?
The lawyer I spoke to said he didn't even need the 30 days. If it was a situation where Chrysler was not being responsive, and there were some major issues that strayed far from what the "new car experience" should be, there was some room for the lawyer to attempt negotiation on a buyback.

From everything said in this thread, and @marosenb's experience, there's no way I'd be going this alone. If your car has been in the shop since 10/9 already, and you just want a replacement, I'd be calling a lawyer specializing in Lemon Law cases. I'd imagine they might be able to start the ball rolling before the 30 days as long as you have documentation from your dealer all buttoned up that they're going to have your car for a while. Either way, you're going to end up with ISG.

So irritating being in a minivan when you want to be driving your GC. BTDT.
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Old 10-28-2013, 12:03 PM
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Re: ISG- Thoughts, resolutions?

Quote:
Originally Posted by Scottwk2 View Post
Question for you.. Did you escalate your case through the dealer to get to the regional manager? Or did you send in the notification card from the back of the lemon law book.

I'm trying to get help on my situation. My 13 Overland has been at the dealer since 10/9 and not expected to even get the parts needed until 1/13 next year! Needs a new driveshaft and they are supposedly manufacturing an updated part. The lemon law kicks in at 30 days and 1/13 is well beyond that time frame. I'm not looking for money back just a replacement for what I am making payments on. They are giving me a Town and Country for a rental for now. Not quite a Grand Cherokee. I'm going to send the notification card this week and try to get the ball rolling. Chrysler says talk to the dealer and they say talk to Chrysler.

Any advice?
My dealer was next to useless, with the caveat that it spent a long time there and hence was eligible for buyback!

I was working with Chrysler Customer Care, went through five different case managers, and finally my case was elevated to the regional manager. I never sent in the Lemon Law notification card, however I was told by ISG that is is the easiest and quickest way to get Chrysler corporate attention.

Both the dealer and corporate will tell you to talk to the other party... Call customer service 1 (800) 334-9200 and keep letting them know you wish to initiate a buyback. (This will get you elevated to regional manager quicker as they know you are serious and will probably have an attorney soon.) AS AMC said make sure your service documentation is all buttoned up and as long as you have records indicating more than 30 days you should be good.
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Old 10-28-2013, 12:35 PM
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Re: ISG- Thoughts, resolutions?

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Originally Posted by wsurfh View Post
I was working with Chrysler Customer Care, went through five different case managers, and finally my case was elevated to the regional manager. I never sent in the Lemon Law notification card, however I was told by ISG that is is the easiest and quickest way to get Chrysler corporate attention.
If it has to go through the regional manager, unless yours is a lot more understanding than mine, you probably will have to wait the full 30 days and have your case fully documented per law. As you might recall, even after my vehicle had been in the shop a couple times for shutting off in traffic and even my Chrysler Care rep was telling me he thought I deserved a swapout, the regional manager said, "no way in hell is he getting a new vehicle."

It would have been cheaper for Chrysler if my regional manager had just agreed at that point to do a swap. That's all I was asking for at that time because I hadn't yet received the full shafting job by ChryCo.

Nothing ticked me off more than the regional manager's attitude. There was no need for him to be such a $#@$. From what I have learned the regional managers have all the power in these cases. Chrysler Care is just there to listen to your issue, but there is very little they seem to be able to actually do. It's all up to the regional manager.

Wish I knew who it was in my area. I'm pretty sure the name I was given was a fake. Don't know what I'd say to him other than I'd love to tell him that his company DID end up buying back my ride, not that he'd give two s$#ts. I should let it go, but I'm still pretty bitter about the whole thing.
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Old 10-28-2013, 12:40 PM
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Re: ISG- Thoughts, resolutions?

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Originally Posted by amc2002 View Post
If it has to go through the regional manager, unless yours is a lot more understanding than mine, you probably will have to wait the full 30 days and have your case fully documented per law. As you might recall, even after my vehicle had been in the shop a couple times for shutting off in traffic and even my Chrysler Care rep was telling me he thought I deserved a swapout, the regional manager said, "no way in hell is he getting a new vehicle."

It would have been cheaper for Chrysler if my regional manager had just agreed at that point to do a swap. That's all I was asking for at that time because I hadn't yet received the full shafting job by ChryCo.

Nothing ticked me off more than the regional manager's attitude. There was no need for him to be such a $#@$. From what I have learned the regional managers have all the power in these cases. Chrysler Care is just there to listen to your issue, but there is very little they seem to be able to actually do. It's all up to the regional manager.

Wish I knew who it was in my area. I'm pretty sure the name I was given was a fake. Don't know what I'd say to him other than I'd love to tell him that his company DID end up buying back my ride, not that he'd give two s$#ts. I should let it go, but I'm still pretty bitter about the whole thing.
That is so disappointing. I finally heard from my regional manager two weeks ago now. She said she was going to approve the buyback and didn't even seem too worried about it. She was very nice. I then heard from a person in Corporate Headquarters who wanted to follow up (i think i got ahold of him after escalating my complaining through @Chrysler on twitter, but that is just a guess). All the paperwork seems to be flowing. Now I just need to provide my Lease agreement and registration to ISG. And we will see where this takes me.

I'm still pretty sure I'll be getting just a new build of my exact car. Maybe putting the V8 in it instead of the V6. I'll keep you all posted as to how it goes from here.
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Old 10-28-2013, 02:27 PM
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Great to hear positive traction. The Regional Rep was behind me in mine as well. If ISG asked for lease payments from you, you are only days from making a deal. It will take some time from there for the dollars to flow, but no more than two weeks.
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