Really frustrated at dealership service dept. hoping to get opinions on next move - Jeep Garage - Jeep Forum

Go Back   Jeep Garage - Jeep Forum > Jeep Technical Discussion > Troubleshooting/Problems Discussion

Join Jeep Garage Today
Reply
 
Thread Tools Display Modes
 
  #1  
Old 02-08-2017, 02:24 PM
Member
 
Join Date: Feb 2014
Posts: 16
Thanks: 0
Thanked 0 Times in 0 Posts
Rep Power: 1194
adragland is on a distinguished road
Angry Really frustrated at dealership service dept. hoping to get opinions on next move

Hey everyone, i will try to make this as brief as i possibly can and my apologies if this is in the wrong section:

**WARNING, LONG STORY AHEAD**

I am extremely frustrated with the dealership i am having my 2011 GC Overland serviced at and i feel as if i am getting the run-around/bullshittery from these guys.

3 weeks ago i was needing an oil change and noticed i was approaching 100k miles. I decided to go ahead and do a tune-up with some additional preventative maint. to keep the vehicle in good order. I had the following done:

-transmission flush and fluid replace
- new spark plugs and wires
-brake fluid flushed and replaced
-both axle fluids replaced
-full multi-point inspection
-four wheel alignment
- replaced water pump ( tech recommended during inspection)
- a couple other various things i cant remember without my documentation

This came to the tune of $3,000 which stung but i was happy to pay to feel comfortable with the longevity i was hopefully adding.

After having the jeep returned to me, I drove it for 2 days. When i drove it, the handling seemed a little different. i couldn't quite put my finger on it but i convinced myself that i had just had the alignment done and possibly just wasn't used to it "driving right".

Then, 2 days after having it returned from service, i went out to my vehicle and saw that my front end has bottomed out and I'm basically sitting on the wheels in the front of the vehicle. I do have the quadralift system so i already had a pit in my stomach. In order to gather as much information as i could, i tried a few things myself in order to give the dealership as much information as possible when i called them to explain the situation to them.

-Turning the vehicle on would engage the leveling system, the compressor would kick in and actually take the suspension on to the proper height.

-sitting in the vehicle with engine on, i noticed i could hear the compressor kick on every few minutes, which signaled to me that possibly it was loosing pressure and needing to kick on to take the pressure back up.

-the vehicle could not achieve OR2 height. When attempting that height, the compressor would keep pumping and then need to cool down several times. In order to not over-stress the compressor, i stopped trying to go to OR2 height.

-powering off the engine, i sat in the car for 1/2 hour and noticed the front end slightly declined over time.

To me this says there is a slow leak somewhere in the system. I am not a mechanic but am mechanically inclined to understand enough about how air suspension systems work.

My first concern and thought was that the dealership possibly did something that could be causing this event to happen. I have owned the vehicle for 3 years and have never had a single issue with the suspension. that being said I know coincidences can and do happen.

When i called the dealership to explain the situation, they immediately got defensive and before i even said anything went on about how "i'm sure it was nothing we did since we would have never even gone near the suspension".

Which, given everything they had done to vehicle the week prior, i was extremely suspect. Nonetheless, they got me in the next morning and kept it for the day.

Later that day, a service advisor called me to tell me that the diagnostic confirmed there was a air leak coming from the valve block, which is bolted to the compressor. Which, did make sense to me. Even though i was still skeptical that i wasn't something that they may have accidentally done during their prior service. I knew, even if it weren't a coincidence, i would never be able to prove anything so i didn't press the matter. The advisor then quoted me at around $2,000 for the repair. WHAT?!

When i asked him for the breakdown in costs for what parts and how much labor, he then told me the valve block was $350 and the compressor itself would be around $1,000 for the parts. I then asked him why he was just replacing there compressor if the diagnostic just said the issue was only in the valve block. He then stumbled a lot on his words and wasn't quite sure so he said he would find out and get back to me. 10 minutes later, he called back to explain that the technician was ADVISING that i replace the compressor also since i told them it had overheated. I then explained my thought that the compressor seems to be working just fine and it was overheating due to the fact it had to work overtime to maintain the pressure that was leaking from the valve block. His words then were "yea well it COULD go at any time though, it would be 3 hours or 3 days" (direct quote). To which i replied "or 3 YEARS".

I then had him give me a quote for replacing the valve block only and he then said he had to ask the techs to see if this was even possible. He hung up the phone and called back in another 10 minutes to tell me that it is indeed possible to replace just the valve block, but that "there is another reason you should change the compressor. If i order just the valve block and go and bolt it onto your compressor, i could be damaging it by doing that anyways so its best to just replace both" WTF? ....To which i then replied that his logic made ZERO sense since the compressor and valve block were going to come as separate pieces anyways and that they would have to bolt the new ones together, and risk damaging the new compressor, according to his logic.


Long story short, i had them do the replacement of the valve block only. There is another long story about how they never communicated with me throughout ANY of the process, which ended up taking an entire week to get the part in and put it on the jeep.

I picked the jeep up last night and they explained the new valve block is in place and they re-ran the diagnostic and i am good to go, excellent!
I go home, i park, and this morning i go out to my car to find the front end sitting on the wheels again. same exact issue. Like nothing was ever even done.

I am absolutely furious and frustrated and i'm honestly just not sure what my next move should be. I want to call them and ream them out and demand they fix whatever happened plus pay for my rental i have had all week, but honestly i am more nervous to even deal with them at this point.

I would love to hear the opinions of what you guys think of the situation or what you would do in my shoes? I have considered just calling another dealership but I'm not sure.

Reply With Quote
Sponsored Links
Advertisement
 
  #2  
Old 02-08-2017, 02:39 PM
Governor's Avatar
Senior Member
My Jeep: 2011 3.6L WK2
 
Join Date: Apr 2016
Location: Alabama
Posts: 2,106
Thanks: 951
Thanked 369 Times in 347 Posts
Rep Power: 80010
Governor has a reputation beyond reputeGovernor has a reputation beyond reputeGovernor has a reputation beyond reputeGovernor has a reputation beyond reputeGovernor has a reputation beyond reputeGovernor has a reputation beyond reputeGovernor has a reputation beyond reputeGovernor has a reputation beyond reputeGovernor has a reputation beyond reputeGovernor has a reputation beyond reputeGovernor has a reputation beyond repute
Re: Really frustrated at dealership service dept. hoping to get opinions on next move

I would personally find another dealership. Finding a good dealer is like dating, you have to weed out the bad ones to find the keepers.
Reply With Quote
  #3  
Old 03-01-2017, 09:57 AM
Member
 
Join Date: Feb 2014
Posts: 16
Thanks: 0
Thanked 0 Times in 0 Posts
Rep Power: 1194
adragland is on a distinguished road
Re: Really frustrated at dealership service dept. hoping to get opinions on next move

Thanks Governor, i did just that.

I took it to another dealership in the area that i had recommended by a mechanic that i know and trust. I took my jeep into them for the exact same problem that was never resolved and they did a soap test and immediately found out that both the lines going to the front suspension were cracked at the connector. He also explained to me that they are quite rigid and can crack if you arent careful with them when working on them or around them.

He also told me that if they were to do an engine tune-up (which is what the other dealership did) that there was no way they would have done it without touching those.

This repair cost me a total of $200 for the diagnosis and repair itself, which i believe was the problem the entire time. I am just now wondering what my next step should be.

IMO, their techs broke those lines, whether accidental or not. Then, the next day my suspension had bottomed out and they immediately tried to sell me a compressor and valve block repair. In the end, i am out around $1100 in repair cost for something i didnt need, nor did it even fix my vehicle. Plus the $200 from the other dealership to fix what i believe the first dealership broke. Not to mention the fact that i didnt have my vehicle for nearly 3 weeks while this was being "resolved" so i had to rent a car and it was in general a PITA.
Reply With Quote
  #4  
Old 03-01-2017, 10:23 AM
SnoFire's Avatar
The Negotiator
 
Join Date: Jun 2011
Location: S of GB WI
Posts: 5,201
Thanks: 76
Thanked 197 Times in 153 Posts
Rep Power: 391319
SnoFire has a reputation beyond reputeSnoFire has a reputation beyond reputeSnoFire has a reputation beyond reputeSnoFire has a reputation beyond reputeSnoFire has a reputation beyond reputeSnoFire has a reputation beyond reputeSnoFire has a reputation beyond reputeSnoFire has a reputation beyond reputeSnoFire has a reputation beyond reputeSnoFire has a reputation beyond reputeSnoFire has a reputation beyond repute
Garage
Re: Really frustrated at dealership service dept. hoping to get opinions on next move

I would contact Chrysler to log a complaint along with contacting the Owner/Manager at the old dealership. Explain the situation and provide the receipts from their work. Call people out on this and that you will never go back to that dealership. I'm glad to hear you found a new dealership that fixed your issue, they want your business not the other place.
__________________
2017 Grand Cherokee Limited Lux II Granite Metallic

2014 Jeep Grand Cherokee Limited Max Steel V6
2001 Jeep Grand Cherokee Laredo Black 4.0 I6
1997 Jeep Grand Cherokee Laredo Silver I6
Reply With Quote
  #5  
Old 03-01-2017, 03:13 PM
Premium Member
My Jeep: 2014 5.7L WK2
 
Join Date: May 2013
Location: Colorado
Posts: 4,091
Thanks: 74
Thanked 293 Times in 257 Posts
Rep Power: 46487
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: Really frustrated at dealership service dept. hoping to get opinions on next move

Quote:
Originally Posted by SnoFire View Post
I would contact Chrysler to log a complaint along with contacting the Owner/Manager at the old dealership. Explain the situation and provide the receipts from their work. Call people out on this and that you will never go back to that dealership. I'm glad to hear you found a new dealership that fixed your issue, they want your business not the other place.
I'd hope that next time the OP is buying, they would buy from the competent dealer even if the price is a bit higher.

Might be worth while having a chat with the owner or even sales manager at the other dealer letting them know you won't be back in their showroom...
Reply With Quote
  #6  
Old 03-02-2017, 12:43 PM
JeepCares's Avatar
Jeep Customer Service
 
Join Date: Jan 2016
Location: Michigan
Posts: 278
Thanks: 3
Thanked 90 Times in 65 Posts
Rep Power: 201263
JeepCares has a reputation beyond reputeJeepCares has a reputation beyond reputeJeepCares has a reputation beyond reputeJeepCares has a reputation beyond reputeJeepCares has a reputation beyond reputeJeepCares has a reputation beyond reputeJeepCares has a reputation beyond reputeJeepCares has a reputation beyond reputeJeepCares has a reputation beyond reputeJeepCares has a reputation beyond reputeJeepCares has a reputation beyond repute
Re: Really frustrated at dealership service dept. hoping to get opinions on next move

Quote:
Originally Posted by adragland View Post
Thanks Governor, i did just that.

I took it to another dealership in the area that i had recommended by a mechanic that i know and trust. I took my jeep into them for the exact same problem that was never resolved and they did a soap test and immediately found out that both the lines going to the front suspension were cracked at the connector. He also explained to me that they are quite rigid and can crack if you arent careful with them when working on them or around them.

He also told me that if they were to do an engine tune-up (which is what the other dealership did) that there was no way they would have done it without touching those.

This repair cost me a total of $200 for the diagnosis and repair itself, which i believe was the problem the entire time. I am just now wondering what my next step should be.

IMO, their techs broke those lines, whether accidental or not. Then, the next day my suspension had bottomed out and they immediately tried to sell me a compressor and valve block repair. In the end, i am out around $1100 in repair cost for something i didnt need, nor did it even fix my vehicle. Plus the $200 from the other dealership to fix what i believe the first dealership broke. Not to mention the fact that i didnt have my vehicle for nearly 3 weeks while this was being "resolved" so i had to rent a car and it was in general a PITA.
Hi adragland,

I'm so sorry to hear about your experience at your original dealership. If you would like to PM our page with your VIN I'd be happy to document your concerns.

Andrea
Jeep Social Care Specialist
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


» Premium Vendor Showcase
Powered by vBadvanced CMPS v3.2.3

All times are GMT -5. The time now is 10:12 AM.


Powered by vBulletin® Version 3.8.8
Copyright ©2000 - 2017, vBulletin Solutions, Inc.
Copyright 2012 - JeepGarage.Org
The Jeep Grand Cherokee Owners Community

JeepGarage.org is in no way associated with or endorsed by FCA US LLC. Chrysler, Dodge, Jeep, Ram, Mopar and SRT are registered trademarks of FCA US LLC.