I've probably had the worst experience out of anyone that's received their JL

[Jrbrannan]

Look at what this "customer service rep" wrote in an email. He clearly doesn't give a damn about customers.


Matt,

The customer is responsible for any MSRP increase and they have been made aware of that. So I don’t see a problem with it.

Thank you.

Kelsey Clay
Reaquisitions Coordinator
Automotive Services
8555 Airport Freeway, Suite 100 | North Richland Hills, Texas | 76180
O: (214) 583-2169 | Toll Free: (877) 846-6327 ext. 2169 | Fax: (972) 652-3590
[email protected] | www.stericycleexpertsolutions.com

In fairness this looks like a 3rd party that Jeep has contracted with. I would assume Jeep could make an exception. Have you talked to your local dealer? If after waiting 3 months for my Jeep it was a Lemon and then the dealer wanted me to wait another 3 months for a replacement, except they expected me to pay even more I would quickly hand it over to a lawyer and let them handle it.

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[BradyAntebellum]

So I've tried to order the exact same Jeep as a replacement, they want to give me MSRP of mine towards MSRP of a new one. However, since the price increases, the same Jeep is now $750 more, and they are being jerks about, saying those are the rules. Really @JeepCares . I'm about to go the lemon law route and tell them to buy it back and suck it. These jerks are really making me not want a Jeep anymore.

Wow. So lemme get this straight... you sell me a broken down pos Jeep then I get to swap it out for a new EXACT SAME Jeep but I have to pay more...for the replacement? That's some bs... sorry you're dealing with this crap

 

[Stuweeks]

In fairness this looks like a 3rd party that Jeep has contracted with. I would assume Jeep could make an exception. Have you talked to your local dealer? If after waiting 3 months for my Jeep it was a Lemon and then the dealer wanted me to wait another 3 months for a replacement, except they expected me to pay even more I would quickly hand it over to a lawyer and let them handle it.

I just received confirmation from the dealership manager, FCA rep, and their third party that I will have to pay the $750 difference. Time to reach back out to my lawyer. This entire situation is a joke!

 

[Joe Paul]

Update on post #83

You may be familiar with my post about my Electronic Throttle Control failure
https://www.jlwranglerforums.com/fo...malfunction-towed-jlur.3739/page-3#post-80999

Here's how everything has unfolded:

Picked up my JLUR on Saturday, 2/10 at 6:00PM, drove it 60 miles home, then took it for a cruise. At 65 miles, throttle goes out while driving, and I pull to the side of the road call Jeep roadside assistance. They send a tow truck that doesn't get there for 2.5 hours. It's raining and now 1:30AM. I uber home.

It sits at the dealership closest to my home (not the one I purchased it from) until Monday morning when I get a call from service letting me know they received my Jeep. The next day, they tell me It's the ECU and it will be a week before they even get the part.

I visited the dealership that I purchased it from and they really didn't seem to care. As long as it was getting fixed, they couldn't care less that my brand new Jeep was in the shop for a week. They asked if I needed a rental, that was the extent of their "customer service". They then referred me to Jeep Cares for any type of support.

In the meantime I notified @JeepCares and they created a case for me and said my case manager would reach out to me within 48 hours. Of course, no call.

Finally pick it up on Friday, 2/16 and take it home. There's a scuff on the passenger's seat and my painted tow hook is scratch badly. I call the dealership and they say it's the towing companies fault and they aren't responsible. They tell me to contact the towing company. Remember, it was Jeep Cares that called for the tow so I don't have the company's name. Saturday morning I take it for a spin and check engine light comes on. It did this just before it broke down last time, so I immediately drove it the 3 miles home.I didn't want to chance it breaking down again on the side of the road. I called Jeep Cares and was told to leave it parked until my case manager (which never called before) reaches out to me on Monday. By the end of day Monday, no call.

I call the Jeep Cares number and get to speak with someone who I guess is now my case manager. He offers to get it towed, which I declined, I'll just take my chances driving it given my previous experience. He also offers to find the tow company's info so that I can call them and shake them down for repair. Yay, more time and effort for me. He also informs me that FCA cannot compensate me for my time/trouble in any way. He puts this responsibility on the dealership that told me the exact opposite. He then calls the dealership and schedules an appointment with me there on the line with him.

I take the Jeep in at 8:00am making sure they have plenty of time to diagnose. At 4:00pm I hadn't heard anything, so I call them. They guy responsible for my Jeep is on the other line and they tell him to call me back. He finally calls back at 6:00pm to inform me that they haven't even touched my Jeep because they were too busy! What's the point of the appointment?!

As of right now I have a $55k Jeep that's been drivable 2 hours out of 11 days of ownership. This is the WORST customer service I have ever had with any product I have ever purchased, especially at this price point. Lemon law in TN is 4 attempts to fix, or thirty days in the shop the first year. I'm halfway there and I pray FCA doesn't wait until I have to enforce state law to make it right.

Am I being unreasonable? Honestly, tell me if I am. I understand it's a new model and problems come up, but what has me really upset is that no one wants to take responsibility, and I'm having to put way too much time and effort into a brand new Jeep.

@JeepCares is there anyway to escalate this to management?

Thanks for reading guys!

*Edit
I forget to mention my speakers went out 5 minutes after leaving the dealership for the entire hour long ride home. Service couldn’t recreate the issue.

I hate to hear of your experience, especially when I just made a purchase. I hope all works out and I agree with demanding all restored back to the way you picked it up. The only problem I've had is with the Mopar site. It worked at first, changes were made, and now I can't access it. It has been a month, and after several contacts still no luck. It's frustrating to hear you had problems after calling in for assistance, and a passing of the buck so to speak, as I am experiencing. Mopar/Jeep needs to get their act together as a lot of money is being spent on their products! GM/Onstar outshines them. Good Luck to you.

 

[ryandamartini]

I can't believe they're bending you over for the $750. In my experience with Jeep, there are 2 types of Jeep dealers. The first is there is another Jeep customer behind you and they genuinely give ZERO shits about you. The other is really good people and I managed to find one here in Florida after going to several dealerships that said straight up if you don't buy it, someone else will so $MSRP or .. bye. Im very sorry you got a set of people that don't want to make it right. My guys here in New Smyrna were really good and have about become friends of mine.

 

[Jeepsterfreak]

I just received confirmation from the dealership manager, FCA rep, and their third party that I will have to pay the $750 difference. Time to reach back out to my lawyer. This entire situation is a joke!

So your options are to trade your vehicle for a new vehicle but pay $750 for increased MSRP/Destination plus wait another 3 months for delivery?

or

wait until you have another CEL and utilize your state lemon law?

What costs are involved if you utilize the lemon law?

Can you select a Rubi on the lot or do you have to order one? Maybe you can find a replacement Rubi at another dealer at the old MSRP?

Having to drive your current vehicle for 3 months could be problematic if you rely on it for dependable transportation.

 

[TIDALWAVE]

If you have problem with your dealership, don't waste time complaining to JeepCares (they don't, all they do is log complaints and have absolutely no power to fix a problem). Contact the district rep. If that doesn't work, contact another district rep. I had a problem with my Liberty auto trans warranty. The dealer was totally against fixing/replacing it. The district rep was just as stubborn. A friend gave me the number for the adjacent Chrysler district rep. He was fantastic. He immediately got Jeep to replace the transmission.

 

[BumpyTrail]

I can't believe they're bending you over for the $750. In my experience with Jeep, there are 2 types of Jeep dealers. The first is there is another Jeep customer behind you and they genuinely give ZERO shits about you. The other is really good people and I managed to find one here in Florida after going to several dealerships that said straight up if you don't buy it, someone else will so $MSRP or .. bye. Im very sorry you got a set of people that don't want to make it right. My guys here in New Smyrna were really good and have about become friends of mine.

Shout out to New Smyrna Beach and New Smyrna CJDR! I’ve got a place down there and the dealership IS solid! Although they couldn’t quite match the deal I received in Ohio I will do all my maintenance and mods there. The parts manager is a Jeep guy and shared many of our frustration with FCA not being as forthcoming with updates and issues as many of us would like. They have some quality Jeep enthusiasts there!

 

[Holymoly1963]

Jeep is just not thinking correctly. For $750, if I were Jeep or the dealership, I would write you a check for at least $5000 and say we're really sorry. Thanks for sticking with us. We will move your new jeep to the front of the line.
What's wrong with these people? Can't imagine Michael Manley, CEO knows about this.

 

[Martindfletcher]

I just received confirmation from the dealership manager, FCA rep, and their third party that I will have to pay the $750 difference. Time to reach back out to my lawyer. This entire situation is a joke!

This does suck, but I suspect getting lawyers involved will make it worse. It will likely cost you more than 750, FCA may not continue to offer their buy back, only your lawyer will make out,

 

[Blkjak]

Something does not seem quite right here. Every OEM has "Good Will" funds available to them and options for trade assists (CA being the exception with regards to trade assists). The OEM wants to prevent potential lemon laws as much as possible. If the vehicle goes thru a trade assist, it will not be tagged on the registration (most states), however if it goes thru lemon law it will and in some states and cases there is a potential for 3Xs the purchase price in damages. The OEM will be more willing to work with you if they feel that they have not lost you as a customer. Make sure that you are dealing with an local area manager or regional manager and not the corporate office

 

[Jrbrannan]

This does suck, but I suspect getting lawyers involved will make it worse. It will likely cost you more than 750, FCA may not continue to offer their buy back, only your lawyer will make out,

I wonder if getting a local news outlet could help. A reporter asking the dealer why you should pay $750 more for the same vehicle you already bought and was delivered broken I would suspect would lead the dealer to eat the $750.

 

[COBill]

Something does not seem quite right here. Every OEM has "Good Will" funds available to them and options for trade assists (CA being the exception with regards to trade assists). The OEM wants to prevent potential lemon laws as much as possible. If the vehicle goes thru a trade assist, it will not be tagged on the registration (most states), however if it goes thru lemon law it will and in some states and cases there is a potential for 3Xs the purchase price in damages. The OEM will be more willing to work with you if they feel that they have not lost you as a customer. Make sure that you are dealing with an local area manager or regional manager and not the corporate office

Having dealt with GM before on a buyback, don't be so sure.

Even though by buying it back without going through the lemon law, it will give the vehicle a clean title (meaning they will just turn around and sell it to some unsuspecting soul as "certified preowned"), that doesn't mean auto companies, especially domestic ones, will do the logical thing.

They really do want to make it as big a pain as possible in the hope that you will just cough up the cash yourself, as (once again I can only speak for GM here) the district reps get a bonus based on how few "good will" dollars were dispersed each quarter, as they see disbursement as a failure of the district rep's schmoozing ability.

 

[MojitoJLUR]

I just read this entire story and it's absolutely ridiculous, especially wanting to charge you the $750 increase. FCA definitely doesn't know how to treat it's customers. I'm going from a BMW to this JL (ordered but considering canceling after all these headaches), and I can promise you they treat you like you'd expect after spending 50k plus on a vehicle, no matter the issue.
I would agree with some of the other people posting. I would make a point of it not to pay the 750. I would contact the news. I would contact my lawyer. You'll end up winning and they'll have to pay the lawyer fees.
I'm in the group that's getting jerked around with the mojito so I have plenty of time to cancel and seeing these issues (quality, customer service) pop up more and more has me really considering it lately.

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