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dogface_313 02-07-2013 09:06 AM

I love the WK2 but it will be my last Jeep/Chrysler I ever own
 
I love the WK2 but it will be my last Jeep/Chrysler I ever own.
CLIFF NOTES
I am extremely disappointed with Jeep dealership customer service and service departments. Next vehicle I am willing to spend more to buy the customer service I think I deserve. Multiple issues with vehicle and dealerships always seems to make it like pulling teeth.
The vehicle itself is great. I love the features, the ride, and everything about the vehicle while it is working well.
However, when things go wrong there is little to no support from a dealership. I have dealt with four different dealerships in 3 different states and they all seem to treat customers like second class citizens.
Next time I will spend more money to "buy the name" of a BMW/LEXUS/MERCEDES or insert any other brand that stands behind their product.
This rant stems from my most recent dealings with a Jeep dealership in Texas.
I had a collision with an animal(my fault, i accept that) that resulted in substantial damage to the front drivers side. Side fender, upper and lower bumper covers had to be replaced as well as a few other parts. Worked through my insurance, USAA which is an amazing company by the way. So the dealer did their assessment and gave me a quote, went to the insurance adjuster they gave me a quote. Insurance adjuster found several things that the dealer did not.
I returned to the dealer to have the work done. I was told it would be done in 4 days which I thought was entirely unlikely but that is what I was told. Got my rental car, which cost $0.07 a day because insurance covered most of it, however after just having gotten in an accident I decided to get the $20ish a day coverage through rental agency. No biggie since it was only going to be 4 days.
Fast forward, NO CONTACT from dealer for 3 days. I call to see how it's going and I am informed that the vehicle will need to be kept for the weekend but will get it back Monday.
Monday arrives, I call mid morning. I am now speaking to a different service personnel who informs me that the delay is because they ordered the wrong part and it will be until at least Tuesday before my vehicle is ready. I also asked about the issues that the adjuster noticed that they did not and I am told that they will take a look.
Tuesday comes around, I call and talk to the original employee who I have dealt with the majority of the time. She is doubtful that my vehicle will be ready. This is the point that I begin to apply a little pressure and voice my concern. Tuesday at 1600 i receive a phone call saying my vehicle is ready.
So, I arrive at the dealership to pick my vehicle up. Low and behold the price charged is not the quoted price by the dealer but is substantially more, how much more about 25%. I am informed that when they wrote the quote they forgot to add the cost of painting the parts.
I am upset to the point that if I had spoken to anyone at this time it wouldn't have ended well, I bend over and pay what they were charging.
Head outside inspect vehicle all seems well.
Now it is about 1.5 weeks later. One of the issues I had brought up was that right after the accident my TPMS came on. I was assured they had removed the tire and checked, all was goo. Well, IT'S NOT! I have had to fill my tire every two days. Also this morning I checked to see if my fog lights which had to be replaced were working, they are not. I had installed HIDs into my fogs and knew there was no way they would replace those so I let them put OEM fogs in. They did not even get that right. These are the exact reasons I have yet to use my four free oil changes from the dealer.

I am going to call to see what they say today.

This is not the first bad experience either. This vehicle had a head replaced due to the issue of cylinder misfire that many have experienced. That took upwards of 3 weeks all with my paying out of pocket for a rental.

jgiuliani 02-07-2013 09:22 AM

Re: I love the WK2 but it will be my last Jeep/Chrysler I ever own
 
That's pretty lame service. One question, why did you decide to get the body work done at the dealership as opposed to a reputable auto body repair shop?

lysol 02-07-2013 10:13 AM

Re: I love the WK2 but it will be my last Jeep/Chrysler I ever own
 
The problem here seems to be the dealer service department. check out the reviews for that location via multiple review websites (Google, Yelp, etc...)

bill_de 02-07-2013 10:27 AM

Re: I love the WK2 but it will be my last Jeep/Chrysler I ever own
 
Did you notify your insurance company about the difference in price? Typically if you give the shop the insurance estimate when you go in, they will get in touch with the adjuster and agree on a price.

If you didn't, they may not want to help you.

dogface_313 02-07-2013 10:28 AM

Re: I love the WK2 but it will be my last Jeep/Chrysler I ever own
 
Update:
I talked to the Service Department manager on the phone, I also just got back from dropping the vehicle off. Issue with the difference in price due to paint was because the parts catalog has the bumper listed as both painted and unpainted, they were unaware it would come unpainted. I can kind of understand that.

However, he understood my dismay over the repair to the tire not being done and the fogs not working, as well as it taking twice as long. They gave me a loaner, I am shocked. I am awaiting word back.

The issue with the fogs was that I had aftermark HIDs. However nobody communicated that there was an issue so when i left i just assumed they had reverted back to OEM parts. The manager saw that as an issue so they are doing repairs to get them operating.


I went with the dealer because right after the accident I went right to the dealer to check to make sure the vehicle was still driveable. They charged a diagnostic fee that could be rolled into the overall costs if I did repairs with them. They did zero body work. They got brand new OEM parts, sent them out for paint, and installed them. I really could have done it all myself but their supply lines are faster for parts and I did not have the time nor the patience to do it.

Fingers crossed.

dogface_313 02-07-2013 10:31 AM

Re: I love the WK2 but it will be my last Jeep/Chrysler I ever own
 
bill_de

The overall amount given to me by insurance was what the independent adjuster determined, which was basically exactly what the dealer ended up charging. So with deductible and the amount given from USAA I was able to pay most of it. The money isn't the issue, it is the difference and failure to quote for paint.

Just saw your CIB avatar. Thanks for your service, hope you're enjoying retirement.

lysol 02-07-2013 10:46 AM

Re: I love the WK2 but it will be my last Jeep/Chrysler I ever own
 
USAA is the shit. Have had them for my banking for the past 7 years. They can't beat Statefarm for me for insurance though...

dogface_313 02-07-2013 11:04 AM

Re: I love the WK2 but it will be my last Jeep/Chrysler I ever own
 
I have everything insured through USAA. The main reason is their customer service can't be beat. Customer service is a big deal to me, hence this whiny thread.

bill_de 02-07-2013 11:18 AM

Re: I love the WK2 but it will be my last Jeep/Chrysler I ever own
 
Quote:

Originally Posted by dogface_313 (Post 755734)
bill_de

The overall amount given to me by insurance was what the independent adjuster determined, which was basically exactly what the dealer ended up charging. So with deductible and the amount given from USAA I was able to pay most of it. The money isn't the issue, it is the difference and failure to quote for paint.

Just saw your CIB avatar. Thanks for your service, hope you're enjoying retirement.

So, you didn't give the shop the insurance estimate because you figured with the higher estimate you would save all or part of your deductible. In the end, as long as they fix the other items, things worked out the way they should ... from a dollar and cents point of view at least.

And, you are very welcome.

SRTgirl 02-07-2013 11:18 AM

Re: I love the WK2 but it will be my last Jeep/Chrysler I ever own
 
Saying you'll never own another Jeep/Chrysler vehicle because of an issue with a service dept seems a bit extreme IMO. It's not like you have a lemon that's been in/out of the shop for months, broken down on roadways etc. Try a different dealer next time.

No guarantees you'll get stellar service with a luxury brand either. Hubs worked for MB for years and heard many times how happy a customer was to be in a MB because the service at Lex/BMW/RR or whomever was horrible. He's now worked Lex for years and guess what, same deal. I'm so happy I bought a Lexus, those guys at MB/BMW/RR are clueless morons. LOL! Can't please everyone. You get good and bad dealers regardless of make. Hope it all works out for you. :)

dogface_313 02-07-2013 11:57 AM

Re: I love the WK2 but it will be my last Jeep/Chrysler I ever own
 
Quote:

Originally Posted by bill_de (Post 755746)
So, you didn't give the shop the insurance estimate because you figured with the higher estimate you would save all or part of your deductible. In the end, as long as they fix the other items, things worked out the way they should ... from a dollar and sense point of view at least.

And, you are very welcome.

Yes in the end if everything works out after getting my vehicle back then the only lose is my time of bring the vehicle back today.

I'm a 13A. Time at Stewart, now at Hood. Did my CO FSO time with 3-7 IN, now doing SQDN FSO for 1-7 CAV.

dogface_313 02-07-2013 11:58 AM

Re: I love the WK2 but it will be my last Jeep/Chrysler I ever own
 
Quote:

Originally Posted by SRTgirl (Post 755747)
Saying you'll never own another Jeep/Chrysler vehicle because of an issue with a service dept seems a bit extreme IMO. It's not like you have a lemon that's been in/out of the shop for months, broken down on roadways etc. Try a different dealer next time.

No guarantees you'll get stellar service with a luxury brand either. Hubs worked for MB for years and heard many times how happy a customer was to be in a MB because the service at Lex/BMW/RR or whomever was horrible. He's now worked Lex for years and guess what, same deal. I'm so happy I bought a Lexus, those guys at MB/BMW/RR are clueless morons. LOL! Can't please everyone. You get good and bad dealers regardless of make. Hope it all works out for you. :)

This isn't one service department. This is the fourth service department. Dating back to getting flash updates to fix simple things like IPHONE4 integration, to having a head replaced, to this issue now. It is not one, it is a trend.


I have had nothing but great interaction with BMW dealerships, VW as well as Honda are both up there.

This dealership is at a minimum attempting to make it right. I will give a full AAR after I get my vehicle back.


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