I am not usually one to post massive complaints on a forum like this. In advance I would like to apologize for the length of this post. Over the past few years I have grown increasingly tolerant and understanding when things go awry. I get it. Stuff breaks and things never go as planned. But through 4 months of ownership I have lost my patience with this car, Saratoga Chrysler Jeep, and Jeep/Chrysler LLC. At first I was reluctant to post this because the last thing I want to do is detract from the positive experiences other owners are having. But after a few days of thought and Chrysler LLC / Saratoga Jeep stirring the pot further I have decided prospective buyers should be aware of how Chrysler is handling (or NOT handling) my situation.
Here is a rundown of the problems with my car. I am going to break this down in terms of trips to the dealer.
Trip 1 (1407 miles) - 1 day in the shop
Shudder - Primarily WOT during a downshift between 40-50mph passing maneuvers. In this case I noticed it following the owners manual instructions during break-in that calls for short full throttle bursts. I reported this at 1400 miles but I also experienced the torque convert lock-up / un-lock shudder at highway speeds. The dealer reported that they could not replicate this and that this is normal behavior during the torque converter's 6,000 mile break-in period.
Trip 2 (1790 miles) - 1 day in the shop
Stereo Feedback - The stereo would create a horrible feedback sound. The dealer diagnosed as a bad amplifier and a part was ordered. I was told the vehicle could not be repaired on a Saturday because the job would take several hours and they only had two technicians on (I'm not kidding).
Trip 3 (2011 miles) - 1 day in the shop
Amplifier Repaired - 1 week later the new amplifier came in and was successfully repaired. I also asked the dealer to look at the shudder again. The dealer could not confirm the problem and said this is normal break-in of the torque converter.
Trip 4 (~5,000 miles) 2 days in the shop
Two days in the shop was because I had to drop the car off and leave it while I was on a business trip. Keep in mind I do not know all of the diagnostics performed and parts repaired because the dealer has not provided me with the paperwork. They said the service request is still open so they are working off the same file.
1.) Transmission Shudder - I demanded they look at this during this visit. The WOT shudder (mentioned above) did not improve and on a country road the vehicle would not properly downshift during a passing maneuver with my colleagues in the car (This did happen and it was really embarrassing for a new car). I won't get into details as I have made previous posts on this.
Diagnosis - Replace Axle Isolators but parts are on backorder.
2.) Rear Flipper Window Misalignment - Adhesive is coming off the brackets and the window became misaligned. The window closes against the rear pillar and has scratched the paint. It has also shifted the tailgate off-center.
Diagnosis - Replace Flipper Window but parts are on backorder
3.) Driver Side View Mirror Blurry - I believe it came this way at delivery and I forgot to ask about it. The reflection always looked like double vision. You would see two sets of headlights in the rear view mirror.
Diagnosis - Replace mirror but the part is on back order.
4.) Defective Key Fobik - One key Fobik stopped working. When inside the vehicle it would say "Damaged Key" on the EVIC.
Diagnosis - Replace Key Fobik
5.) Front Tweeter Rattle - During uConnect calls the front tweeter would rattle. I asked them to look at the housing.
Diagnosis - Front Tweeter but part is on back order.
6.) HVAC Blower Noise - Sounded like fins inside the fan were brushing against something.
Diagnosis - Replace Blower Motor
7.) Intermittent Alarm Sound Off - As it says. Once in a while the alarm just goes off.
Diagnosis - Unknown until they actually give me my paperwork.
8.) RER Unit Restarts During a Drive - Once every two weeks the screen goes blank and RER unit goes through its bootup sequence again.
Diagnosis - Unknown
Trip 5 To the Dealer (2 weeks later ~ 5700 miles) 2 days in the shop
1.) Front Axle Isolators were replaced. Shudder is still present. Now the vehicle shimmy's front to back at highway speed in overdrive acceleration. Waiting for Chrysler to tell the dealership what's next.
2.) Rear flipper window is on national backorder. Nobody can tell me when this part will be available. I have been advised to minimize use of the rear window and tailgate because it is damaging the paint. Really?
3.) Driver Side Mirror is replaced and fine.
4.) Front tweeter was replaced but there is still a rattle with the uConnect over the system. The speaker no longer rattles over grainy roads.
5.) Blower motor replaced. Now something is loose in the blower area under the glovebox. It shakes and rattles over bumps and when the engine is in Eco mode.
I know that the vehicle will have to go back into the shop to have the window replaced (1 day). And future shudder diagnosis will probably be performed (at least 1 day). Another attempted repair will require at least 1 day. All told I can expect at least 10 total days in the shop during my first five months of ownership. This assumes they find a window for me AND they determine what they need to test for the shudder.
On Monday, April 4th I opened a complaint with Chrysler's Case Management. Becky called me on Tuesday, April 5th to introduce herself as my case manager. I explained my concern about the flipper window and shudder. She said she would contact the dealer and look into the order for my part and facilitate the technical team helping the dealer. I asked if she had an e-mail address for me to send a written complaint to. She said they do not. Really? Come on!
On Wednesday, April 6th I called my dealer to get an update as we had discussed. After waiting on hold for 20 minutes to speak to my service representative I finally spoke to a person who tried to help. He said my service rep needed to call me back and would do so before the end of the day. It is now Thursday and they have NOT called me back.
Becky called me back today, Thursday April 7th. She said that a survey I responded to on Tuesday, April 5th was brought to her attention. I got the impression this was the only reason she called. The survey had asked me to rank my satisfaction with my Jeep on a scale of 1 (low) to 10 (highly satisfied). I said 2. They asked me to rank how likely I was to recommend a Jeep to a friend or family member. I said 1. She apologized that I have had so many problems. She said she has contacted the dealer and is waiting for the Service Manager to call her back with the work order number, part number on order, and PO number. She apologized for all of the inconvenience but asked that I give the technical team time to figure this out.
I asked the Case Manager today when Chrysler would admit enough is enough here. She said that the technical team needs to be given time to sort out my issue. I do not believe that my shudder issue is any different from the others reported. So the bottom line is they are not telling me everything that is going on.
The unprofessional behavior of my dealer has only exacerbated this situation. If they had taken my initial shudder complaint seriously who knows how much more patient I would have been. During the sales negotiation for this car I specifically asked if they provided loaner cars during service. I was told that they find something for you to drive if the vehicle is in for a day or more. The Service department has finally admitted that they do not provide loaner vehicles. If the dealership had been honest in the first place I would not be in this situation because I would never have bought the car. I am a Sales Manager for a manufacturing company and cannot be without a vehicle. Walking away from the sale would have been a no-brainer.
Perhaps the most frustrating thing about this process is the lack of communication and compassion from the dealership or Chrysler LLC. Several trips to the dealer with a BRAND NEW $40k+ vehicle is a MAJOR inconvenience. Being without a car for six days over the course of four months is unacceptable. Not taking a complaint seriously is inexcusable. Not proactively communicating is mind blowing. Even an update that it is being researched is better than silence. If I routinely ignored customers for more than a business day I would be fired.
I am the exact customer that Chrysler wanted. I was a loyal Honda/Acura buyer (four of them in a row, actually) that was willing to be open-minded and look past the sins of Chrysler's past. I am also a young, upwardly mobile professional that would have loved to buy from Chrysler for many years to come. Further, I'm a car guy! In 6th grade I knew that my dad's company car (Dodge Intrepid) had the 3.3L V6 as opposed to the 3.5L 215hp V6. Because I am such an enthusiast friends, family, and colleagues value my opinion and pay attention to what I drive. They have all been shocked to see me choose a Jeep (Chrysler product). They are even more surprised at how tolerant I have been of this cars foibles. My experience has persuaded two possible buyers (one for a new Jeep and another for a new Dodge Durango) not to make a purchase. They don't want the same headache that I have.
I now feel compelled to share this experience with others, include it on consumer reviews of the car, and I am submitting ALL of this information to TrueDelta for their reliability ratings. I signed up when I bought the car.
Sorry if this seems incredibly negative. To some extent I needed to document this and vent. I went into this purchase fiercely positive and incredibly excited about this car. I fully expected to keep it for 10 years or more. I was so impressed with the content and quality that I jumped brands. Instead, my worst nightmares about vehicle ownership have come true. This experience has made me entertain taking a tremendous loss at trade-in just to get back to a dependable car/brand. Maybe my car is one in a million but if I had known how frustrating this COULD be I never would have bought this Jeep.
Here is a rundown of the problems with my car. I am going to break this down in terms of trips to the dealer.
Trip 1 (1407 miles) - 1 day in the shop
Shudder - Primarily WOT during a downshift between 40-50mph passing maneuvers. In this case I noticed it following the owners manual instructions during break-in that calls for short full throttle bursts. I reported this at 1400 miles but I also experienced the torque convert lock-up / un-lock shudder at highway speeds. The dealer reported that they could not replicate this and that this is normal behavior during the torque converter's 6,000 mile break-in period.
Trip 2 (1790 miles) - 1 day in the shop
Stereo Feedback - The stereo would create a horrible feedback sound. The dealer diagnosed as a bad amplifier and a part was ordered. I was told the vehicle could not be repaired on a Saturday because the job would take several hours and they only had two technicians on (I'm not kidding).
Trip 3 (2011 miles) - 1 day in the shop
Amplifier Repaired - 1 week later the new amplifier came in and was successfully repaired. I also asked the dealer to look at the shudder again. The dealer could not confirm the problem and said this is normal break-in of the torque converter.
Trip 4 (~5,000 miles) 2 days in the shop
Two days in the shop was because I had to drop the car off and leave it while I was on a business trip. Keep in mind I do not know all of the diagnostics performed and parts repaired because the dealer has not provided me with the paperwork. They said the service request is still open so they are working off the same file.
1.) Transmission Shudder - I demanded they look at this during this visit. The WOT shudder (mentioned above) did not improve and on a country road the vehicle would not properly downshift during a passing maneuver with my colleagues in the car (This did happen and it was really embarrassing for a new car). I won't get into details as I have made previous posts on this.
Diagnosis - Replace Axle Isolators but parts are on backorder.
2.) Rear Flipper Window Misalignment - Adhesive is coming off the brackets and the window became misaligned. The window closes against the rear pillar and has scratched the paint. It has also shifted the tailgate off-center.
Diagnosis - Replace Flipper Window but parts are on backorder
3.) Driver Side View Mirror Blurry - I believe it came this way at delivery and I forgot to ask about it. The reflection always looked like double vision. You would see two sets of headlights in the rear view mirror.
Diagnosis - Replace mirror but the part is on back order.
4.) Defective Key Fobik - One key Fobik stopped working. When inside the vehicle it would say "Damaged Key" on the EVIC.
Diagnosis - Replace Key Fobik
5.) Front Tweeter Rattle - During uConnect calls the front tweeter would rattle. I asked them to look at the housing.
Diagnosis - Front Tweeter but part is on back order.
6.) HVAC Blower Noise - Sounded like fins inside the fan were brushing against something.
Diagnosis - Replace Blower Motor
7.) Intermittent Alarm Sound Off - As it says. Once in a while the alarm just goes off.
Diagnosis - Unknown until they actually give me my paperwork.
8.) RER Unit Restarts During a Drive - Once every two weeks the screen goes blank and RER unit goes through its bootup sequence again.
Diagnosis - Unknown
Trip 5 To the Dealer (2 weeks later ~ 5700 miles) 2 days in the shop
1.) Front Axle Isolators were replaced. Shudder is still present. Now the vehicle shimmy's front to back at highway speed in overdrive acceleration. Waiting for Chrysler to tell the dealership what's next.
2.) Rear flipper window is on national backorder. Nobody can tell me when this part will be available. I have been advised to minimize use of the rear window and tailgate because it is damaging the paint. Really?
3.) Driver Side Mirror is replaced and fine.
4.) Front tweeter was replaced but there is still a rattle with the uConnect over the system. The speaker no longer rattles over grainy roads.
5.) Blower motor replaced. Now something is loose in the blower area under the glovebox. It shakes and rattles over bumps and when the engine is in Eco mode.
I know that the vehicle will have to go back into the shop to have the window replaced (1 day). And future shudder diagnosis will probably be performed (at least 1 day). Another attempted repair will require at least 1 day. All told I can expect at least 10 total days in the shop during my first five months of ownership. This assumes they find a window for me AND they determine what they need to test for the shudder.
On Monday, April 4th I opened a complaint with Chrysler's Case Management. Becky called me on Tuesday, April 5th to introduce herself as my case manager. I explained my concern about the flipper window and shudder. She said she would contact the dealer and look into the order for my part and facilitate the technical team helping the dealer. I asked if she had an e-mail address for me to send a written complaint to. She said they do not. Really? Come on!
On Wednesday, April 6th I called my dealer to get an update as we had discussed. After waiting on hold for 20 minutes to speak to my service representative I finally spoke to a person who tried to help. He said my service rep needed to call me back and would do so before the end of the day. It is now Thursday and they have NOT called me back.
Becky called me back today, Thursday April 7th. She said that a survey I responded to on Tuesday, April 5th was brought to her attention. I got the impression this was the only reason she called. The survey had asked me to rank my satisfaction with my Jeep on a scale of 1 (low) to 10 (highly satisfied). I said 2. They asked me to rank how likely I was to recommend a Jeep to a friend or family member. I said 1. She apologized that I have had so many problems. She said she has contacted the dealer and is waiting for the Service Manager to call her back with the work order number, part number on order, and PO number. She apologized for all of the inconvenience but asked that I give the technical team time to figure this out.
I asked the Case Manager today when Chrysler would admit enough is enough here. She said that the technical team needs to be given time to sort out my issue. I do not believe that my shudder issue is any different from the others reported. So the bottom line is they are not telling me everything that is going on.
The unprofessional behavior of my dealer has only exacerbated this situation. If they had taken my initial shudder complaint seriously who knows how much more patient I would have been. During the sales negotiation for this car I specifically asked if they provided loaner cars during service. I was told that they find something for you to drive if the vehicle is in for a day or more. The Service department has finally admitted that they do not provide loaner vehicles. If the dealership had been honest in the first place I would not be in this situation because I would never have bought the car. I am a Sales Manager for a manufacturing company and cannot be without a vehicle. Walking away from the sale would have been a no-brainer.
Perhaps the most frustrating thing about this process is the lack of communication and compassion from the dealership or Chrysler LLC. Several trips to the dealer with a BRAND NEW $40k+ vehicle is a MAJOR inconvenience. Being without a car for six days over the course of four months is unacceptable. Not taking a complaint seriously is inexcusable. Not proactively communicating is mind blowing. Even an update that it is being researched is better than silence. If I routinely ignored customers for more than a business day I would be fired.
I am the exact customer that Chrysler wanted. I was a loyal Honda/Acura buyer (four of them in a row, actually) that was willing to be open-minded and look past the sins of Chrysler's past. I am also a young, upwardly mobile professional that would have loved to buy from Chrysler for many years to come. Further, I'm a car guy! In 6th grade I knew that my dad's company car (Dodge Intrepid) had the 3.3L V6 as opposed to the 3.5L 215hp V6. Because I am such an enthusiast friends, family, and colleagues value my opinion and pay attention to what I drive. They have all been shocked to see me choose a Jeep (Chrysler product). They are even more surprised at how tolerant I have been of this cars foibles. My experience has persuaded two possible buyers (one for a new Jeep and another for a new Dodge Durango) not to make a purchase. They don't want the same headache that I have.
I now feel compelled to share this experience with others, include it on consumer reviews of the car, and I am submitting ALL of this information to TrueDelta for their reliability ratings. I signed up when I bought the car.
Sorry if this seems incredibly negative. To some extent I needed to document this and vent. I went into this purchase fiercely positive and incredibly excited about this car. I fully expected to keep it for 10 years or more. I was so impressed with the content and quality that I jumped brands. Instead, my worst nightmares about vehicle ownership have come true. This experience has made me entertain taking a tremendous loss at trade-in just to get back to a dependable car/brand. Maybe my car is one in a million but if I had known how frustrating this COULD be I never would have bought this Jeep.