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Discussion Starter · #1 · (Edited)
I purchased a brand new 2019 Grand Cherokee Trailhawk on September 3 2019 and within 2 days of ownership experienced suspension failure.

The Trailhawk is currently being serviced for the second time for this suspension failure within the first week of ownership.

Progress and outcomes will be updated here in case anyone else experiences premature air suspension failure.
 

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Your state will have specific requirements for you to "lemon" the vehicle if they cannot fix it for you. While it's incredibly disappointing and frustrating for something to happen like this, there will always be a vehicle that comes off the line with something seriously wrong. You're going to have to work the process unfortunately.
 

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I hate hearing stories like this as i also have a TrailHawk.
Hopefully its something simple like a loose tubing fitting.

Years ago i bought a brand new '86 Dodge Daytona.
The dam transmission locked up solid after a few hundred miles.
Dodge replaced the tranny under warranty but i swore i was going to get rid of it after that.
I didn't and it was one of the most dependable vehicles i've ever owned.

Before thinking lemon laws, etc. you first have to let the dealership attempt to fix the problem.
Most States not all require at least 30 days the vehicle has been in the shop before the lemon law can kick in.
Keep good records just in case.
 

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Like everyone is telling you, Lemon Laws are your only recourse, document everything and find out what the stipulations of the law are in your state......
 

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Some state's lemon laws require three repair visits for the same problem to qualify. I have almost 18,000 since November 2018 on my 2019 Trailhawk with only a couple of recent issues with the Uconnect.
 

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I purchased a brand new 2019 Grand Cherokee Trailhawk on September 3 2019 and within 2 days of ownership experienced suspension failure.
I called 7 dealerships within driving distance and only two offered a loaner and of the two only one could fit me in an appointment sooner than 2 1/2 weeks. (The other dealerships told me I would have to rent a car myself. Really?)

The Trailhawk was serviced and when I picked it up the air suspension failure occurred again so it is back in service currently.

I have owned the Trailhawk for 9 days and it's been at the dealership for 4 of them in service. I have also missed two half days of work with this ordeal. (I purchased a new vehicle to not have these types of unplanned missed days at work)

I called Chrysler Corporate and started a claim but was told to contact the dealer.

The dealer only offered to take the vehicle on trade at a $10,000 loss to me.

My request to Chrysler to have this vehicle replaced/swapped for another was denied.

They really expect me to either eat the $10,000 for 5 days of driving or live with a substandard vehicle that is likely to be plagued with suspension issues for the life of the vehicle.
Hi Shannon7,
We certainly understand why this is frustrating. We would like the opportunity to look into this further for you to see if there is any assistance we can offer on our end. Please feel free to send us a private message with your VIN!
Alex
Jeep Social Care Specialist
 

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Discussion Starter · #7 ·
This is an educational experience for me so I'm updating for the benefit of others.
1. Thankfully, it's under warranty
2. Thankfully, there is a lemon law
3. Hopefully, it will be fixed and never have a failure again
4. Hopefully, it won't start faulting again outside of the lemon law period or outside of warranty
5. Regretfully, It doesn't matter if the vehicle is $10,000 or $150,000 all the above still apply and it doesn't matter if the issues start day 1 or day 301.

Thanks for the feedback everyone and to JeepCares for reaching out.
 

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This is an educational experience for me so I'm updating for the benefit of others.
1. Thankfully, it's under warranty
2. Thankfully, there is a lemon law
3. Hopefully, it will be fixed and never have a failure again
4. Hopefully, it won't start faulting again outside of the lemon law period or outside of warranty
5. Regretfully, It doesn't matter if the vehicle is $10,000 or $150,000 all the above still apply and it doesn't matter if the issues start day 1 or day 301.

Thanks for the feedback everyone and to JeepCares for reaching out.
Thanks for the followup, many 1st time posters start a thread and then never heard again.

I'd hang in there and let Jeep fix whatever is going on.
As you say, there's always the lemon laws as plan B if things don't work out.
 
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Discussion Starter · #9 · (Edited)
Update:
My vehicle has been at the dealership since 09/10/2019 (8 days) which is longer than it's been in my possession since purchase at new.

Chrysler/Jeep Customer care contacted me this morning to advise that there was no fault found with my vehicle. The service department is unable to duplicate the issue.

Customer care is seemingly ignoring the fact that there was work performed on the first visit to repair a pinched air line and the suspension fault remained so I brought it back to service for a second time where the service adviser witnessed the fault. The mechanic stated the air compressor needed to be replaced.

They have my vehicle for 8 days and then Jeep customer care calls me to say there was no issue found.

It really seems as if Chrysler is trying to stick me with a lemon.
 

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So do you have a Suspension Failure or a intermittent Suspension Fault? Like a "Service Suspension" light warning that comes up on the dash?

If you had a suspension failure, the vehicle would be resting on the bump stops and be unsafe to drive...

I wouldn't put to much stock in a Dealer Tech offering up an opinion as to the cause of the failure right on the spot.... ....they shouldn't do that, and there is a whole book full of troubleshooting procedures that they are suppose to work through to determine what exactly the problem is.... ...Sadly to many dealerships leave the book on the shelf and just guess at the problem....

What did they do or what do you think they should be doing to fix what ever is the problem you say you have that is sounding like its a lot less than a failure of the system?

If you're so dissatisfied with the vehicle because of a problem, all I can say is brush up on your state's Lemon Laws and document everything....
 

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Discussion Starter · #11 · (Edited)
I press the button to raise the suspension and the dash shows an error that the system is cooling down.
If I lower it all the way down to enter/exit, it will not go back to normal.
The display that shows the suspension level in normal goes blank and then all the lights on both up and down buttons flash over and over and the vehicle will not raise or lower.

I have spent hours on various days and the vehicle has NEVER, NOT ONCE raised from normal to off road level I or II.

Does that sound like its working to you? Bear in mind, it did this from the 2nd or 3rd day of ownership.
I was too stupid to test it when on the lot and test driving it. I figured everything worked on a new $53,000 vehicle.

My vehicle before this was a Land Rover LR3 and I've spent considerable time in a Land Rover LR4 (Both of which have air suspension, you know, the one Jeep copied for the WK2 models)

Mongo53, Your tone insinuates I'm dumb or something. I've personally owned over 80 cars in my life and and work in IT so I'm not tech stupid either.
Would you be satisfied having a vehicle in the shop for 8 days in the first 14 days of ownership?
 

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I would certainly say something is off as raising the suspension, at least from entry/exit to normal (I can't recall the off road positions), doesn't require the compressor under normal circumstances. This is in a 2015. The compressor pumps air from the bags into the storage cylinder when lowering, that pressure can lift the Jeep without the compressor.

Have you tried a battery disconnect? Seems simple but may reset the system and allow it to begin functioning.

Jeep uses the suspension from the Mercedes ML, I wouldn't say they copied from Land Rover.
 

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Mongo53, Your tone insinuates I'm dumb or something. I've personally owned over 80 cars in my life and and work in IT so I'm not tech stupid either.
Would you be satisfied having a vehicle in the shop for 8 days in the first 14 days of ownership?
No, I meant to insinuate you haven't told us squat about your problem, and it went from a failure to a fault with no description of what is actually wrong... ...if my inability to read your mind angers you, I suggest that's your problem, not mine....
Now your detailed description does tell us what is wrong and it should be fixed under warranty.... ....the Dealership and Customer Service says they can not duplicate the fault....

Still what you saying doesn't jive, unless it's the most inconvenient coincidence possible with astronomically low odds.... ....the Quadra Lift hasn't worked right from day one, has not ever raised into ORAI or ORAII ever (and you checked the O.M. and know the parameters it can be raised?), it responds with fault warnings every time you try, but works perfectly as soon as you drop it off at the Dealership?

If the Dealership is simply lying and claiming what you say is not happening, check with your local BBB, bring the vehicle straight from the Dealership with the invoice dated that date and show them what is wrong and show them the documentation they could not duplicate it, as you duplicate it right there for the BBB reps.... ...that is some documentation showing what they claim is not true.... ...if not the BBB, someone, an independent shop that can document the problem, so it's more than your word against theirs....
 

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Discussion Starter · #14 ·
A service adviser/writer at the dealership and a mechanic witnessed the issue when I took it back in for the second time as it was failing there in the service lane.
Again, the first time it was there, they repaired a pinched air line of some sort.

Also, if there is no failure, why have they had it for 8 days?

Something doesn't add up on their end (dealership or Chrysler).

Sounds like this is going to continue to be a problem vehicle and Chrysler is crossing their fingers that they can get out of it.
 

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Discussion Starter · #15 ·
Here is a quick video of one of the things it does. I caught this when waiting to put it in service the second time. I did not get a video of the error on the dash.
You will notice on the "Off Road Page" on the screen that there is no indicator for the current vehicle ride height as there usually is and all lights for the air suspension are flashing.

 

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There is a difference between suspension failure, fault and component failure... ....not to be a nit-noid, but when you started out telling us so little, we can't infer what is actually happening... ....now that you've provided more details, at the least, something in the system is not working right and all of the features of the system are not available/working.....

Have you picked the vehicle up from the Dealership yet after this 2nd visit... ....or when Customer Service says they can't duplicate the problem that was part of the conversation as to why the vehicle isn't repaired yet and not ready for pickup? If you have picked it up, is it working right for the moment at least?

I could see how they may have witnessed the problem when you brought it in, but they can't duplicate it after that, they could be saying they can't duplicate the problem to figure it out and fix it.... ....of course that would mean the problem is intermittent... ....but it sounds like you're saying its constant...
I agree, that is unsatisfactory, they should have troubleshooting procedures and tests they can perform based off what they witnessed.... ...let alone just off your description...
Sadly the bad dealerships service departments think trouble shooting consists of read codes and replacing whatever the code indicates there was some sort of problem with... ....that is why they are stumped when they can't find a code, instead of opening the books they have....
 

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Discussion Starter · #17 ·
Update:
1st service visit: Pinch airline found and repaired.

2nd service visit: Suspension issue witnessed by dealer service in person (as seen in the YouTube video posted in a previous comment), additional troubleshooting was performed and a request for warranty parts replacement was put in place but Chrysler is denying the request due to them not being able to pull codes for suspension failure.

Codes or no codes, I have video evidence of abnormal behavior/failure and will continue to video document the problems.

I requested an escalation of my case # with Chrysler customer service last week and I didn't receive a call until yesterday and the representative wasn't very knowledgeable to the case, the status of my vehicle or empathetic to the situation.

I'm not trying to be negative and really am hopefully my vehicle will be returned error free sometime soon but can I get something from Chrysler other than being passed around a call center with non-empathetic agents telling me there is nothing wrong with my vehicle and having no explanation of the failure as seen on the video?

I don't want to have a riff with the brand. Between Jeep, Toyota, Land Rover and Nissan, I prefer to be a Jeep customer for life.
 

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So is your problem intermittent or constant?
Your previous description makes it sound like the problem is constant and it never works right...

Yet the Dealership and Corporate Customer Service are acting like they can't find a problem so there is nothing they can do (which I'm suspicious they are not doing their job, like you claim)...

When you picked the vehicle up the 2nd time, did the QL work right, you didn't bother to check it, or it didn't work right and the dealer said but I can't find any codes so nothing must be wrong?

....additional troubleshooting was performed and a request for warranty parts replacement was put in place but Chrysler is denying the request due to them not being able to pull codes for suspension failure.

Codes or no codes, I have video evidence of abnormal behavior/failure and will continue to video document the problems...

I requested an escalation of my case # with Chrysler customer service last week and I didn't receive a call until yesterday and the representative wasn't very knowledgeable to the case, the status of my vehicle or empathetic to the situation.
Can you document that the warranty claim was denied because of no fault codes being found...
Can you get a copy of Factory Service Manual, if you go to legal proceedings, I'd make sure I have a purchased copy.... ...yea a $110+ (might be more now) for an actual new vehicle owner is ridiculous IMO, but you don't want to go to lawyers with a bootleg copy of the FSM....

I suspect you can prove a lot with a little research into the FSM.... ...likely you will find troubleshooting procedures and tests that can be performed, that the Dealer could never have performed, and those tests and troubleshooting procedures will produce faults codes.... ....FCA corporate is probably asking for the results of those tests before they agree to pay for the warranty claim.....

Of course crummy dealership service departments, don't actually train their folks or do the actual procedures or troubleshooting in the books sitting on their shelf, they just know how to hook up the Dealer scan tool and pull codes and just replace stuff off the codes...

Likely Corporate Warranty Procedure is for them to do it by the book, and they know this will produce a certain result to prove the warranty claim is actually warranted... ...but I'm suspicious the dealership never opened the book and they may have let your vehicle sit in the lot for 8 days and sent some guy out to play with the QL everyday for a few minutes trying to induce the fault and read a code, that never worked....

And it might be Corporate's fault as well, blind leading the blind, if the guy processing the warranty claim at corporate is simply telling the Dealer, no codes, no parts cause he doesn't know any better, is no different than the Dealer Tech that might not know any better that thinks no codes, no problem, and leadership of both could care less.... ...the corporate guy and the Dealership service manager, should be saying, did you do the entire troubleshooting procedures in the FSM, have you performed all the verification tests as those FSM troubleshooting steps dictate, cause those verification tests will set a code for the compressor if its fails the test and we would grant the warranty claim if you can show us the codes that test produces... ...blind leading the blind will just say "no codes, no parts".....

Again, Lemon Laws, document what happens to prove it, so when it hits the criteria of the law, you can take action....

You can ask customer service if you could bring the vehicle to another dealership, one that the service department will actually perform the troubleshooting and test procedures in the FSM, might get you some satisfaction.... ....I don't put it past Dealerships to claim they do all the procedures, but never open the book and just scan for codes and conclude no codes, no problems... ...so the next Dealership may not be any better...

You shouldn't have to, but if you could do the FSM procedures yourself and find the problem, unfortunately that would require a Dealer special scan tool, that would help your case. I have autoenginuity, which is a reverse engineered scan tool that can do a lot of what the dealer tools can, but hardly all of it, and it has a poor interface and documentation, but its the cheapest thing available that can do some of these things.

FCADiag or AlphaOBD is cheap, and judging from my copy of FCADiag, it far from everything the Dealertool can do, but it can scan for any codes from your QL system. So it might be worth the $50 for a copy (you'll also need an OBDII adapter for ~$20-$40) so you can scan for a code and bring it to the dealer when it pops up, so they can fix it under warranty. Again, something you shouldn't have to do.
 

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Discussion Starter · #19 ·
Update:
I picked up the Trailhawk from the dealership today and the air suspension is working.

Thank Goodness!

The dealership has actually been great to work with and I'm thankful for that.

The Jeep Is Awesome when it's working properly!

Thanks everyone for your input on this.
 

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Thanks for the follow up.
Hopefully its fixed for good.
 
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