Go Back   Jeep Garage - Jeep Forum > Jeep Platform Discussion > Grand Cherokee - WK2 -

Join Jeep Garage Today
Reply
 
Thread Tools Display Modes
 
  #1  
Old 01-14-2014, 11:43 AM
JJeep12's Avatar
Member
My Jeep: 2011 3.6L WK2
 
Join Date: Jan 2011
Location: So. Cal
Posts: 32
Thanks: 0
Thanked 1 Time in 1 Post
Rep Power: 1358
JJeep12 is on a distinguished road
Need advice on dealing with dealership

I'm looking for some advice on how to handle this dealership as, the service manager is gone, some interim guy is in there, it's taken almost a month and my car has yet to be taken care of. Iím not sure what is going on with the techs, but at this point I donít know what to do.

Brought Jeep in for oil change, brakes, blown speakers, replace right front fender flare that just blew off one day, a rattle that has been in my Jeep for two years they can't seem to find, a broken clip to the A/C dash and check my seat heater. Extended warranty paid for.

This is what I got when they handed me the keys 8 days later.

1 - I had to pay for 4 days of a rental while my Jeep sat there and had no work being done to it because there were no speakers in the shop. To me, these speakers should have been ordered the day I brought my Jeep in, knowing it would take a couple days for delivery. For a tech not to be able to notice speakers being blown is ridiculous. This should have taken 20 minutes at most, the first day the Jeep was there.
2 - The rattling in the back is still there. I noticed this before I even got to the bottom of the street to Highway 62. Itís clear as can be. 2 years I have been asking to get this fixed.
3 - Ordered the wrong side part (Fender Flare) for my Jeep. Have to reorder
4 - Tech broke my door panel trying to install new speakers. Have to order new door panel
5 - The speaker was not installed in the door in which the panel was broken.
Still speakers blown in car.
6 - After telling service rep I was coming in, and after the service manager went out there and told them, I sat there for over an hour waiting for my Jeep just to be washed only to have it brought out completely dirty. It sat outside for 4 days, waiting for speakers they never put in.
7 - To top it off, when I got to the part of the highway where I could go 50mph, I realized there was some sort of an air sound, but I just figured it was the door panel. When I got home and shut my car door, is when I realized the top of my door had been hit with something pretty heavy or it had been opened really hard and it something. I donít know what happened, I just know unfortunately it did. Maybe thatís why they didnít wash it because water is going to leak in.



__________________

__________________
Reply With Quote
  #2  
Old 01-14-2014, 12:16 PM
Member
My Jeep: 2012 5.7L WK2
 
Join Date: Nov 2011
Location: perry hall, maryland
Posts: 419
Thanks: 0
Thanked 3 Times in 3 Posts
Rep Power: 1622
peckmv has a reputation beyond reputepeckmv has a reputation beyond reputepeckmv has a reputation beyond reputepeckmv has a reputation beyond reputepeckmv has a reputation beyond reputepeckmv has a reputation beyond reputepeckmv has a reputation beyond reputepeckmv has a reputation beyond repute
Re: Need advice on dealing with dealership

I would contact the service manager and address your points. If you get nowhere then ask to talk to the dealership owner. If that doesn't work then time to lawyer up.
__________________

__________________
Reply With Quote
  #3  
Old 01-14-2014, 12:24 PM
LTrainGC's Avatar
Senior Member
My Jeep: 2013 5.7L WK2
 
Join Date: May 2009
Location: St. Petersburg, FL
Posts: 2,194
Thanks: 0
Thanked 3 Times in 3 Posts
Rep Power: 4178
LTrainGC has a reputation beyond reputeLTrainGC has a reputation beyond reputeLTrainGC has a reputation beyond reputeLTrainGC has a reputation beyond repute
Re: Need advice on dealing with dealership

Jesus how did you not notice that door bend before you drove off the lot?
__________________
2013 WK2 Overland HEMI 4x4
Bright White / New Saddle
Reply With Quote
  #4  
Old 01-14-2014, 12:33 PM
Marlon_JB2's Avatar
Premium Member

My Jeep: 2010 3.7L KK
 
Join Date: Jun 2009
Location: Jefferson North Assembly Plant
Posts: 2,490
Thanks: 43
Thanked 141 Times in 91 Posts
Rep Power: 86811
Marlon_JB2 has a reputation beyond reputeMarlon_JB2 has a reputation beyond reputeMarlon_JB2 has a reputation beyond reputeMarlon_JB2 has a reputation beyond reputeMarlon_JB2 has a reputation beyond reputeMarlon_JB2 has a reputation beyond reputeMarlon_JB2 has a reputation beyond reputeMarlon_JB2 has a reputation beyond reputeMarlon_JB2 has a reputation beyond reputeMarlon_JB2 has a reputation beyond reputeMarlon_JB2 has a reputation beyond repute
Send a message via AIM to Marlon_JB2 Send a message via Yahoo to Marlon_JB2 Send a message via Skype™ to Marlon_JB2
Re: Need advice on dealing with dealership

Quote:
Originally Posted by LTrainGC View Post
Jesus how did you not notice that door bend before you drove off the lot?
This. I always do a complete walk-around before I leave the dealership after ANY service, even if it's just an oil change or a tire patch.
__________________
JEFFERSON NORTH Assembly Plant STATUS:
PILOT/Production Build!!!!!

The Marlon Garage Contains The Following Methods of Engine Powered Transportation:
'10 Jeep Liberty Renegade 4x4 - BACK! With new TIRES and WHEELS!
- My posts are NOT a representation of the official views of Chrysler Group LLC or any of its affiliates -
Reply With Quote
  #5  
Old 01-14-2014, 01:05 PM
Aldo
My Jeep: 2014
 
Join Date: Dec 2013
Location: New Hampshire Seacoast
Posts: 31
Thanks: 1
Thanked 1 Time in 1 Post
Rep Power: 296
Aldonola is on a distinguished road
Post Re: Need advice on dealing with dealership

Don'r underestimate the power of the written word. Write an itemized list of the above issues with as much detail but as little emotion as possible. Resist personal accusations and sarcasm. Include the names of people you spoke with. Mention how long you have ben a customer and assure them you would like to remain one

Most important, tell them what you propose as a fair response. You probably won't be reimbursed for your rental car but you can ask. Send a registered letter to the franchise manager. Tell him/her that you have been trying to resolve the matter and would appreciate his help to accelerate progress. Don't threaten to go to Jeep HQ, BBB or anything dramatic. You might have to go there later, but for now you should acknowledge that you are just looking for fair treatment and are counting on him.

I have dealt with hundreds of complaints over the years and can assure you the calm, well-written ones get much more action than verbal or snarky ones. ANyway, good luck!
__________________
Reply With Quote
The Following User Says Thank You to Aldonola For This Useful Post:
  #6  
Old 01-14-2014, 01:55 PM
Chunderboy's Avatar
Member
 
Join Date: Apr 2013
Posts: 983
Thanks: 0
Thanked 24 Times in 17 Posts
Rep Power: 77896
Chunderboy has a reputation beyond reputeChunderboy has a reputation beyond reputeChunderboy has a reputation beyond reputeChunderboy has a reputation beyond reputeChunderboy has a reputation beyond reputeChunderboy has a reputation beyond reputeChunderboy has a reputation beyond reputeChunderboy has a reputation beyond reputeChunderboy has a reputation beyond reputeChunderboy has a reputation beyond reputeChunderboy has a reputation beyond repute
Re: Need advice on dealing with dealership

Sorry to hear about this nonsense.

On another note and to reiterate what was written above me; how did you not notice that before? I always ALWAYS do a walk around after anyone has it besides me. That includes: my parking garage, my wife and the dealership.
__________________
2013 E-Group 4x4 in True Blue
Front and rear Blackhorse bumper guards
2013 Sahara Unlimited Anniversary wheels wrapped in 255/70R18 Bridgestone Dueler
Updated to 430N RHB Radio w/NAV
Crazy with the Plasti-dip
Reply With Quote
  #7  
Old 01-14-2014, 02:06 PM
Premium Member
My Jeep: 2014 5.7L WK2
 
Join Date: May 2013
Location: Colorado
Posts: 2,155
Thanks: 24
Thanked 61 Times in 54 Posts
Rep Power: 43571
lstowell has a reputation beyond reputelstowell has a reputation beyond reputelstowell has a reputation beyond reputelstowell has a reputation beyond reputelstowell has a reputation beyond reputelstowell has a reputation beyond reputelstowell has a reputation beyond reputelstowell has a reputation beyond reputelstowell has a reputation beyond reputelstowell has a reputation beyond reputelstowell has a reputation beyond repute
Re: Need advice on dealing with dealership

Quote:
Originally Posted by peckmv View Post
I would contact the service manager and address your points. If you get nowhere then ask to talk to the dealership owner. If that doesn't work then time to lawyer up.
I'd start at the service manager and see how that goes.
If you are a longtime customer, a follow on chat with the owner might be appropriate, as you might influence whether or not that temporary service manager is made permanent.
__________________
Reply With Quote
  #8  
Old 01-14-2014, 02:24 PM
Member
 
Join Date: Jul 2013
Location: Charlotte, NC
Posts: 72
Thanks: 0
Thanked 3 Times in 2 Posts
Rep Power: 482
jdshaw is on a distinguished road
Re: Need advice on dealing with dealership

Write a well thought out letter (not email) to the dealership OWNER. Facts only, no emotion.
__________________
Reply With Quote
  #9  
Old 01-14-2014, 06:05 PM
CityCrawler's Avatar
Member
My Jeep: 2013 3.6L WK2
 
Join Date: Aug 2012
Location: NYC
Posts: 141
Thanks: 1
Thanked 1 Time in 1 Post
Rep Power: 871
CityCrawler is on a distinguished road
Garage
Re: Need advice on dealing with dealership

My guess is that they opened the door for you to hide the damage until you left the dealership..correct? You are in for a battle on that one, anything that is not reported prior to leaving will be tuff to assign blame as I'm positive no one will fess up to that one. As stated above you need to contact service manager or higher immediately and state/document everything. If no results within 24 hrs I would contact BBB and file a claim, this is a very affective method of producing results. I have personal experience with that and was shocked at how quickly the business I had poor dealings with responded to me to make things right. God luck!
__________________
Brilliant Black 2013 Laredo X w All Weather Group/20s/Nav/Sunroof/Tow/Mopar Pedals/RRO Level Kit/Cooper Zeon LTZs/20% Tint/VG Shark Fin/1.25" Bora Spacers/RRO Roof Rack
Reply With Quote
  #10  
Old 01-14-2014, 06:40 PM
SNUKE's Avatar
Premium Member
My Jeep: 2014 3.0L WK2
 
Join Date: Jan 2013
Location: Sydney, Aus
Posts: 2,752
Thanks: 62
Thanked 244 Times in 201 Posts
Rep Power: 5408
SNUKE has a reputation beyond reputeSNUKE has a reputation beyond reputeSNUKE has a reputation beyond reputeSNUKE has a reputation beyond reputeSNUKE has a reputation beyond reputeSNUKE has a reputation beyond reputeSNUKE has a reputation beyond reputeSNUKE has a reputation beyond reputeSNUKE has a reputation beyond reputeSNUKE has a reputation beyond reputeSNUKE has a reputation beyond repute
Garage
Re: Need advice on dealing with dealership

Quote:
Originally Posted by Aldonola View Post
Write an itemized list of the above issues with as much detail but as little emotion as possible. Resist personal accusations and sarcasm.


I have dealt with hundreds of complaints over the years and can assure you the calm, well-written ones get much more action than verbal or snarky ones. ANyway, good luck!
This x 100.

I see emails from consumers & dealers every day (I am in wholesale), one of the biggest thing to piss me off is to get one that is full of emotion and threats about legal action or similar before anyone is given a chance to work on the issue.
I got one today, all facts, no emotion.
I instructed that this issue gets fixed immediately, arrange it with dealer first so the consumer can just walk in and have problem gone immediately.
Everyone happy, all move on.

I see one with emotion, usually disproportionate to the issue, and I want to tell them to piss off. Everyone is immediately on the back foot. Many will go into protection mode, basically it stops things been as smooth as they can be, and no one WANTS to help the person with the problem, but it gets done. People are pissed off when it wasnít required.

If you donít get help as you should after you give then the details, then escalate it to let them know you are perturbed. Still not moving quickly, straight to crazy enraged psycho customer everyone wants out of their hair as quickly as possible, and they know they have themselves to blame.
__________________
I'm just want it for the "shorter headlamps".

MY14 GC Limited, 3.0 CRD, Lux II, Granite Crystal, 18" Wheels, Tubular Side Steps.
Could I get my avatar much larger?
Ordered: July 7 2013 Delivered Nov 25th
Reply With Quote
  #11  
Old 01-14-2014, 07:12 PM
cherryredjeep's Avatar
Member
My Jeep: 2013 5.7L WK2
 
Join Date: Oct 2013
Location: southeast pa.
Posts: 141
Thanks: 2
Thanked 4 Times in 4 Posts
Rep Power: 482
cherryredjeep has a reputation beyond reputecherryredjeep has a reputation beyond repute
Re: Need advice on dealing with dealership

It looks like someone tried too crow bar your door open!
__________________
13 JGC OVERLAND
04 JGC LIM.
01 DODGE RAM 2500 CUMMINS
68 DODGE DART GTS 340
Reply With Quote
  #12  
Old 01-14-2014, 08:16 PM
silvermax04's Avatar
Premium Member
My Jeep: 2014 5.7L WK2
 
Join Date: Feb 2013
Posts: 1,047
Thanks: 36
Thanked 80 Times in 61 Posts
Rep Power: 2049
silvermax04 has a reputation beyond reputesilvermax04 has a reputation beyond reputesilvermax04 has a reputation beyond reputesilvermax04 has a reputation beyond reputesilvermax04 has a reputation beyond reputesilvermax04 has a reputation beyond reputesilvermax04 has a reputation beyond reputesilvermax04 has a reputation beyond reputesilvermax04 has a reputation beyond reputesilvermax04 has a reputation beyond reputesilvermax04 has a reputation beyond repute
Re: Need advice on dealing with dealership

Quote:
Originally Posted by JJeep12 View Post
I'm looking for some advice on how to handle this dealership as, the service manager is gone, some interim guy is in there, it's taken almost a month and my car has yet to be taken care of. Iím not sure what is going on with the techs, but at this point I donít know what to do.

Brought Jeep in for oil change, brakes, blown speakers, replace right front fender flare that just blew off one day, a rattle that has been in my Jeep for two years they can't seem to find, a broken clip to the A/C dash and check my seat heater. Extended warranty paid for.

This is what I got when they handed me the keys 8 days later.

1 - I had to pay for 4 days of a rental while my Jeep sat there and had no work being done to it because there were no speakers in the shop. To me, these speakers should have been ordered the day I brought my Jeep in, knowing it would take a couple days for delivery. For a tech not to be able to notice speakers being blown is ridiculous. This should have taken 20 minutes at most, the first day the Jeep was there.
2 - The rattling in the back is still there. I noticed this before I even got to the bottom of the street to Highway 62. Itís clear as can be. 2 years I have been asking to get this fixed.
3 - Ordered the wrong side part (Fender Flare) for my Jeep. Have to reorder
4 - Tech broke my door panel trying to install new speakers. Have to order new door panel
5 - The speaker was not installed in the door in which the panel was broken.
Still speakers blown in car.
6 - After telling service rep I was coming in, and after the service manager went out there and told them, I sat there for over an hour waiting for my Jeep just to be washed only to have it brought out completely dirty. It sat outside for 4 days, waiting for speakers they never put in.
7 - To top it off, when I got to the part of the highway where I could go 50mph, I realized there was some sort of an air sound, but I just figured it was the door panel. When I got home and shut my car door, is when I realized the top of my door had been hit with something pretty heavy or it had been opened really hard and it something. I donít know what happened, I just know unfortunately it did. Maybe thatís why they didnít wash it because water is going to leak in.



That is insane they gave you your Jeep back like that. Looks like they left the door open when it was going up on the lift and got caught on something or door was open and a lift came down on it. I would report that to Jeep corporate and to the manager and owner of that dealership.
__________________

__________________
Reply With Quote
Reply

Thread Tools
Display Modes

Posting Rules
You may not post new threads
You may not post replies
You may not post attachments
You may not edit your posts

BB code is On
Smilies are On
[IMG] code is On
HTML code is Off
Trackbacks are Off
Pingbacks are Off
Refbacks are Off


Similar Threads
Thread Thread Starter Forum Replies Last Post
This is what I'm dealing with right now. KYSRT8 Engine Performance/Intakes and Exhausts/Superchargers/Turbos 3 12-29-2013 09:22 PM
Be careful when dealing with Pembina Dodge in Winnipeg! kbench55 Canada 13 03-13-2013 03:34 PM
I need a new dealership!! RyeGuy Grand Cherokee - WK2 - 19 02-12-2011 01:18 PM
Went to the dealership.. 08pretaco Grand Cherokee - WK 7 10-03-2010 09:29 PM
three visits to the dealership, nothing. Relwarc Audio, Video, Navigation & Electronic Modifications 11 12-12-2009 10:59 PM

Powered by vBadvanced CMPS v3.2.3

All times are GMT -5. The time now is 04:46 PM.


Powered by vBulletin® Version 3.8.8 Beta 4
Copyright ©2000 - 2014, vBulletin Solutions, Inc.
Copyright 2012 - JeepGarage.Org
The Jeep Grand Cherokee Owners Community