Worst dealer experience ever
Posted: Sun Aug 05, 2018 6:15 pm
Gotta rant a bit about an ongoing experience I'm having with a local Jeep dealer. Hoping for any insight you guys can shed. Sorry for the long post.
I've got a 2012 JK with the infamous failing driver side cylinder head. I've owned the jeep for about 3 or 4 years and it's always had a knock, always had BAD spark knock and occasionally throws misfire codes on that bank.
Within the past few months it's started going thru coolant at the rate of about a gallon per month and burns 1/2 quart of oil every 1,000 miles. There's also an ongoing "burning vacuum cleaner/rubber band smell" while going uphill. There are only 88,ooo miles on this engine. You put your ear on the shifter(manual trans) and you can hear a rhythmical knocking.
I call to make the appointment and whoever answers the phone tells me "Yup, DS cylinder head is bad. Big recall. We see these all the time, bring it in." The fellow informed me that I'd be getting a loaner vehicle free of charge.
I get to the dealer and drop the Jeep off only to find out they have no info on why I'm even there. Proceed to tell the service writer what's going on and he starts flying off the handle "That's not a recall, that's an extended warranty! Don't know who you spoke with but it wasn't us."
I go to get set up with the loaner car only to find out its a rental thru Enterprise...fine whatever. Later in the day the dealer calls back "Nothing wrong with your Jeep, BTW you're responsible for the full cost of the rental for the entire period we reserved it for." WTF!? I asked multiple times if it was free and was told it was no matter what. I retold the tech the issues the Jeep is having and he was no aware of any of the issues I'm having.
The next day I drove back to the dealer (45 miles) because they will not answer the phone, not a single person in the entire dealership! I'm told that they can't replicate the issues and I have to deal with Chrysler-Fiat customer care. Customer care was NOT helpful to say the least but they did get a case started. While setting up the case they tell me "Any Chrysler product after 2010 can be expected to burn a full quart of oil every 750 miles" and if I didn't hear back from the dealer to show up in person the next day.
The next day comes and I show up only to find they never heard from customer care, supposedly. I go over the service manager's head straight to the GM and am told that they will cover the cost of the rental and will provide several more hours of diagnostic time free of charge. Expect a call in 2 days.
2 days later nothing, no call and no results. Dealer will not answer the phone so I show up in person again and am told they've been busy, sorry, we will help in 3 days. In the meantime I get a call from Chrysler saying they can't even reach the dealership and tell me I need to go again in person to warn them Chrysler is sending somebody down from Michigan.
So I head back to the dealer and attempt to find out what's going on, the service manager is rude and literally hides in another area then pretends I don't exist. Then he tells me they have no answer for me and he didn't know who I was or what I was even there for.
I then find the GM and give him the warning from Chrysler. Later that afternoon I get a call from the dealer only to have them hang up on me and surprise, no answer when I call back! I get a call from Enterprise saying they haven't been paid yet, the rental was only for three days(even though the dealer has extended it) and I need to pay up. By this point the dealer is closed for the weekend and I can't even show up in person.
I head over this morning only to find the Jeep in the exact same place it's been for the last 2 weeks, no new mileage on the odometer and BOTH front windows rolled down and standing water in the floorboards because it's been raining so hard. To top it off the trans was left in neutral without the brake on.
I'm going back on Monday to demand my Jeep back. This is beyond BS!
What would you guys do?
I've got a 2012 JK with the infamous failing driver side cylinder head. I've owned the jeep for about 3 or 4 years and it's always had a knock, always had BAD spark knock and occasionally throws misfire codes on that bank.
Within the past few months it's started going thru coolant at the rate of about a gallon per month and burns 1/2 quart of oil every 1,000 miles. There's also an ongoing "burning vacuum cleaner/rubber band smell" while going uphill. There are only 88,ooo miles on this engine. You put your ear on the shifter(manual trans) and you can hear a rhythmical knocking.
I call to make the appointment and whoever answers the phone tells me "Yup, DS cylinder head is bad. Big recall. We see these all the time, bring it in." The fellow informed me that I'd be getting a loaner vehicle free of charge.
I get to the dealer and drop the Jeep off only to find out they have no info on why I'm even there. Proceed to tell the service writer what's going on and he starts flying off the handle "That's not a recall, that's an extended warranty! Don't know who you spoke with but it wasn't us."
I go to get set up with the loaner car only to find out its a rental thru Enterprise...fine whatever. Later in the day the dealer calls back "Nothing wrong with your Jeep, BTW you're responsible for the full cost of the rental for the entire period we reserved it for." WTF!? I asked multiple times if it was free and was told it was no matter what. I retold the tech the issues the Jeep is having and he was no aware of any of the issues I'm having.
The next day I drove back to the dealer (45 miles) because they will not answer the phone, not a single person in the entire dealership! I'm told that they can't replicate the issues and I have to deal with Chrysler-Fiat customer care. Customer care was NOT helpful to say the least but they did get a case started. While setting up the case they tell me "Any Chrysler product after 2010 can be expected to burn a full quart of oil every 750 miles" and if I didn't hear back from the dealer to show up in person the next day.
The next day comes and I show up only to find they never heard from customer care, supposedly. I go over the service manager's head straight to the GM and am told that they will cover the cost of the rental and will provide several more hours of diagnostic time free of charge. Expect a call in 2 days.
2 days later nothing, no call and no results. Dealer will not answer the phone so I show up in person again and am told they've been busy, sorry, we will help in 3 days. In the meantime I get a call from Chrysler saying they can't even reach the dealership and tell me I need to go again in person to warn them Chrysler is sending somebody down from Michigan.
So I head back to the dealer and attempt to find out what's going on, the service manager is rude and literally hides in another area then pretends I don't exist. Then he tells me they have no answer for me and he didn't know who I was or what I was even there for.
I then find the GM and give him the warning from Chrysler. Later that afternoon I get a call from the dealer only to have them hang up on me and surprise, no answer when I call back! I get a call from Enterprise saying they haven't been paid yet, the rental was only for three days(even though the dealer has extended it) and I need to pay up. By this point the dealer is closed for the weekend and I can't even show up in person.
I head over this morning only to find the Jeep in the exact same place it's been for the last 2 weeks, no new mileage on the odometer and BOTH front windows rolled down and standing water in the floorboards because it's been raining so hard. To top it off the trans was left in neutral without the brake on.
I'm going back on Monday to demand my Jeep back. This is beyond BS!
What would you guys do?