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  #13  
Old 08-02-2011, 05:33 PM
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Re: Where to complain to Jeep regarding Service

^^^^^^^^^^^ i agree. momma chrysler can only do so much; the dealer is a seperate entity; not part of the inner circle. Hence things like 5 STAR ratings for dealers. if factory could do anything they would just shut them or FIRE them or something if they not 5 stars.

anyway, work the dealer HOWEVER I think you are fooked. its better to just eat it and move on. vehicles are IN THE ELEMENTS all the time and anything can happen. a rock could fly up anf hit the wheels. its all part of ownership and they will never step up there service to what we expect. you just need to lower the expectations.

beleive me, i would rather it NOT be like this but ALAS......

its like parking all by yourself; come out and some cockhead is right on top of you.
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  #14  
Old 08-02-2011, 05:46 PM
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Re: Where to complain to Jeep regarding Service

jgc4ever,
I agree handling at the dealership in a firm fashion would have been the way to go. Personally, I would have dealt with it that day and not left without something - at least in writing. Going into the dealership and demanding new wheels at this point won't really help the situation. Besides, the OP said he did try to have it corrected that day and nothing happened and is now asking how to get in touch with Chrysler/Jeep to report bad service.

robpp,
I don't think the OP, or anyone in this situation, should give up.

Try the dealer again and if needbe then work up the leadership chain, or do both at the same time. You won't be any worse off than you already are. Who knows your complaint could be he third or fifth or tenth in a week so you get lucky and it's rectified - you never know.

It's a shame you have to even write this thread considering you specifically asked for no car wash.
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  #15  
Old 08-02-2011, 09:39 PM
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Re: Where to complain to Jeep regarding Service

Thanks for all the advice from everyone. When I get a few minutes I will start banging out letters and leaving my contact information. Hopefully I will report back with better news.
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  #16  
Old 08-02-2011, 11:26 PM
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Re: Where to complain to Jeep regarding Service

Hey dude i'm very sorry to hear about your incident. I'm pissed off that a hail storm destroyed our Jeep, if you look at it ... it's almost as if someone took a hammer and went bananas with it. Unfortunately I don't have anyone to blame other than mother nature. LOL.

In your case, all the suggestions made are great PLUS I would like to add please go to better business bureau and file a complain against that service center. It's very easy, just go online to http://www.bbb.org and click on your region and state and open a complaint with them. BBB will contact them and try to get them to meet what you want as a settlement and if the service center doesn't respond back, BBB will rate them poorly and give them a bad rating for future customers. CIAO.
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  #17  
Old 08-02-2011, 11:40 PM
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Re: Where to complain to Jeep regarding Service

Another reason why Porsche and BMW cost so much more and I think you guys understand that you don't just buy the car you buy the car plus the service that comes along with it. I got a rushed car wash from Porsche a few years back and when my service writer walked out with me to see me off she came unglued, heads rolled and I believe someone was fired, yes all over a car wash. I brought this up before Jeep can throw all the bells and whistles on their new Jeeps but they need to take the extra $$ they are gouging their customers on and update their dealer service department, retrain their way of thinking and that with a higher price tag comes higher expectations of customer service so until Jeep GETS IT I will never buy another one.

I'd hold off on the bad letter to the BBB give the dealer and DCJ every opportunity to make this right, document it, including names of who you talk to etc. so when or if you get to this point the BBB will see that you did all that you could of done. If you report to BBB right now and DCJ gets the letter or call from them you can bet all deals are off on them helping you. If at the end of all of this and DCJ still does not repair your wheels file and insurance claim with your company and tell them that the dealership was responsible I did this once and it got what I wanted, remember your insurance company has a lot of lawyers working for them and you and an insurance claim on a dealership that has to carry high liability insurance can only make matters worse for them.
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  #18  
Old 08-02-2011, 11:53 PM
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Re: Where to complain to Jeep regarding Service

Dude claiming ANYTHING with insurance company will always end up in high premium ESSSSPECIALLYYY for us NY/NJ guys. The LAST thing i'd ever do is go through insurance.

BBB always subsides with customer and gives you enough time to reach the business you're complaining about before they send correspondence. I've gone through BBB to get the business's attention. Your emails and letters may or may not be read by the owner of that service center. When BBB reaches out to the business, owners are notified right away and you're given attention faster than trying to reach them solo. Anyway, my experiences thus far (3 incidents) have been fantastic going through BBB and even the worst scumbag managers called me back instantly to settle the case quickly before they were put in the hot seat. All three incidents I received a monetary settlement from the business.
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  #19  
Old 08-03-2011, 12:12 AM
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Re: Where to complain to Jeep regarding Service

check the dealers website, i know that one of the dealers near me has a section of the website where you can email the owner of the dealership with questions and concerns maybe the dealer your talking about has something similar.

on the service you received i can definitely relate, not to the extent that they damaged my car but i know way too well that they seem to treat you like your business is a waste of time. They treat you like your dumb and dont know as much as them and that if you have any questions your being a pain. Its like they have this mentality that your not that important they have tons of people lined up at the door waiting for their poor service and overpriced repairs.
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Old 08-03-2011, 02:41 AM
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Re: Where to complain to Jeep regarding Service

Our otherwise worthy Mercedes dealer once washed our beloved vintage Benz after a service visit, going so far as to put Armorall not only on the tires but also the black dash. A week or two later after having been parked in the usual places with sunlight the dash cracked. Only after weeks was a new replacement dash, apparently the last anywhere on Planet Earth, finally unearthed at a dealership in California.

Never again, and now I wash it myself before going in for service so nobody is tempted to forget.

Thanks for the Greenfield tip. I've been trying various alternative Jeep dealerships for repairs, and Greenfield was on our short list to try out if another not far from them doesn't pan out.

Bottom line is that Fiat hasn't done squat about their crappy Jeep dealer network. Some good ones still exist, but many others, usually family operations, were shuttered after the bankruptcy exercise. They obviously have to prioritize, and there is much on their plate at the moment. But eventually Sergio and his colleagues have to look at their operation as more than just better machines and boffo ads.
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  #21  
Old 08-13-2011, 07:15 PM
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Re: Where to complain to Jeep regarding Service

Quote:
Originally Posted by CentralTexHemi View Post
Another reason why Porsche and BMW cost so much more and I think you guys understand that you don't just buy the car you buy the car plus the service that comes along with it. I got a rushed car wash from Porsche a few years back and when my service writer walked out with me to see me off she came unglued, heads rolled and I believe someone was fired, yes all over a car wash. I brought this up before Jeep can throw all the bells and whistles on their new Jeeps but they need to take the extra $$ they are gouging their customers on and update their dealer service department, retrain their way of thinking and that with a higher price tag comes higher expectations of customer service so until Jeep GETS IT I will never buy another one.
I am with you on this. If I didn't want to go off road so bad I wouldn't touch a Jeep either or any Chrysler product. This is our third Jeep and I traded an Acura RDX when I bought it. I don't miss the RDX so much but I do miss the Acura service and the attention paid to my vehicle when I brought it in. It was first class and there is nothing even close with any Jeep dealer I have ever been to. When I ask about loaner cars they say they can't because of high insurance costs but when I point out that most people's personal insurance now days cover driving another car they just shrug. But the real problem I think is that they just don't have any concept of what first class service means.

The way I have handled the wash thing is to ask the service writer to note that the wash is to be handled as a "new car make ready" wash. If he objects I say ok then walk around the vehicle with me, much as a rental car agent walks around with you, and lets note any scratches or other problems so that you will be responsible for any additional ones. So far that has worked.
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  #22  
Old 08-13-2011, 11:04 PM
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Re: Where to complain to Jeep regarding Service

Quote:
Originally Posted by fmcgirt View Post
I am with you on this. If I didn't want to go off road so bad I wouldn't touch a Jeep either or any Chrysler product. This is our third Jeep and I traded an Acura RDX when I bought it. I don't miss the RDX so much but I do miss the Acura service and the attention paid to my vehicle when I brought it in. It was first class and there is nothing even close with any Jeep dealer I have ever been to.
Replace "Acura" with "Mercedes," and you've perfectly described our dilemma. After 17 years of coping with Jeep dealer service, we've found two shops somewhat far away that are passable, and a pile closer by that vary from mediocre to awful.

We just got our baby back from a place we tried not far over the river into New Jersey, and they took over two weeks to fix three things that should have been repaired in no more than a few days. Hardly any communication unless we called to find out what was going on. And when we finally picked up the truck, which we had just had detailed before bringing it in, the front rugs were smeared with dirty grease presumably from the mechanic's shoes.

There was also a loud new rattle in an area where they had been working -- obviously it hadn't been test driven after the repairs were completed. So now we have to make another trip back because they were too laid back to check out their own work.

And so it goes, from one dealer to the next. Yet, there's nary a hint that FIAT has plans to enhance the dealer/service experience in any way.
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