Awful service experience

[aldo98229]

Ok so just talked to jeep customer care case manager. In a nutshell. I’m beat. This is what I was just told.
Because jeep dealers are independently owned it is at their discretion as to what they will repair or fix. Jeep corporate is not liable for any damages incurred through a dealership. Proof or no proof. Take it up with the GM or owner.

Dealers are also not obliged to do any warranty work to your vehicle if they do not want to or if you didn’t buy it there.

Since they are independently owned there is nothing jeep corporate can or will do. The line I kept getting.
I retort-
So, if I break down somewhere you’re telling me the dealer I’m towed to doesn’t even have to look at my vehicle or attempt any repairs.
That is correct sir.
What in the flying flipping hell?!

They wouldn’t even reimburse me the jeep wave service they used. I’m dumbfounded.

This is my 4th wrangler and this is the worst experience I’ve ever had with any dealer. And I’ve owned like 30 vehicles.

So here’s the dealer peeps. I will be posting it everywhere after this.
Ray-service manger
BEDARD BROS
CHESHIRE, MA
01225

I can't believe Stellantis honestly thinks this is a winning strategy.

IMO, your best bet at this point, if you want to pursue it, is to reach out to the dealer principal. If he doesn't respond, leave a balanced yet scathing review on Google reviews, DealerRater and/or Yelp!

This normally gets their attention.

Good luck.

Sponsored

 

[aldo98229]

Ray-service manger
BEDARD BROS
CHESHIRE, MA
01225

OP delivers. The more this gets posted the higher it will get in the search engine rankings and this thread will be one of the first things popping up.

I hate dealers with a passion. Short list of issues at my dealer include:

- Incorrect oil and amount (12 Qts of T6 in my EcoDiesel)
- On my JKU I got my differentials serviced. Didn't put the rear drain bolt back in all the way and drove 100 miles to find my diff fluid all over the road and back of my Jeep.
- Replaced my transmission on my JKU under warranty told me to pick it up. I pick it up and it goes into limp mode before I leave the lot. Turns out it was a bad wiring harness. Got a new transmission for free. They also accused me of incorrectly servicing the transmission to get out of the warranty. I called their bluff with receipts and won that one (Wix filter and Mopar fluid).

I could go on and on. I think my local dealer has about a 20% success rate with me. Jeep dealers have the most incompetent "techs" I ever encountered. Basically, worthless unless you diagnose the issue before hand.

There is incompetence and then there is what the OP experienced.

There is no justification for the treatment he received from that dealer. Period.

In 2019 I was at the receiving end of a somewhat similar altercation with my local Jeep dealer. Admittedly, it didn't get to the point of yelling, but it got close. The general behaviors were similar. I decided to leave before things got worse.

That's the reason for my signature.

 

[cosmokenney]

I go out and look at my wheel and the two threaded cap mounts are reamed out.

First, what's a threaded cap mount?
Second, Jeep dealers are scum. Plain and simple. Just search this forum and see there are probably hundreds of thread on this site for this exact reason. Jeep needs to get their shit together. Worst, they have the placating @JeepCares on this site say "sorry for the inconvenience..." but they don't do shit either.

 

[Scott's Willy]

For me, I don't use the dealership unless I have to for anything.

I am fortunate in that I have a local shop that I have used nearly exclusively for 20 years for all the different vehicles I have owned. Shop has been handed down from father to son and if anything the service has improved in that transition. You need to find a good and trustworthy independent shop. The Owner is likely turning wrenches right next to the young kid that is learning. They are invested in every customer. At the dealers, it is just a job for the guys working in the shop and many don't give a crap and for ownership it is about maximizing $$$ on each customer.

 

[aldo98229]

For me, I don't use the dealership unless I have to for anything.

I am fortunate in that I have a local shop that I have used nearly exclusively for 20 years for all the different vehicles I have owned. Shop has been handed down from father to son and if anything the service has improved in that transition. You need to find a good and trustworthy independent shop. The Owner is likely turning wrenches right next to the young kid that is learning. They are invested in every customer. At the dealers, it is just a job for the guys working in the shop and many don't give a crap and for ownership it is about maximizing $$$ on each customer.

Unfortunately, we are all paying for the bumper-to-bumper warranty, whether we use it or not.

Jeep ought to make the factory warranty an option, just like leather seats or gorilla glass, and drop the base price of the vehicle by $3,600.

Anyone who wants to be abused and mistreated by the dealers can go ahead and click on the factory warranty option.

3-Year Bumper to Bumper Warranty - $3,600​

 

[TheRaven]

Because jeep dealers are independently owned it is at their discretion as to what they will repair or fix. Jeep corporate is not liable for any damages incurred through a dealership. Proof or no proof. Take it up with the GM or owner.

They fed you a line of complete BS. This is exactly what I was talking about. What they said is absolutely NOT true. YES dealers are independently owned but their franchise agreements come with requirements, and honoring the parent brand's warranty is on that list. Failing to do that can cause them to lose their franchise license.

It's not that Jeep CAN'T do anything, it's that they don't CARE to do anything. They know they don't need to. They got your money and that's all they care about. This is what I meant by "completely different approach to service". With other brands like GM, Toyota, Honda...etc...you would call the regional rep which would result in an investigation and certainly in this case, you'd be getting a very apologetic call back from the GM or owner of that dealer pretty quickly. I know because i've seen it happen myself. With Jeep you've got a contracted call center with a creative name and set of scripts that makes you feel like someone cares. No one does.

I can't believe Stellantis honestly thinks this is a winning strategy.

But it is, so far. They've been selling product so fast they haven't been able to keep it on the lot until just recently. That's the problem...as long as we keep buying, nothing will ever change.

This is what Jeep has really always been - a money fountain. First for Chrysler, then Daimler, then Cerberus (that should have been the wakeup call because Cerberus was very upfront about being in it for nothing more than making a buck), and now FCA/Stellantis. They pump the fountain for everything they can get out of it and then when it doesn't produce, they dump it on the next buyer. Stellantis has no interest in improving quality of experience, or service. They just want to sell you a product and send you on your way while they count their money.

I still think my JL is a really cool vehicle. But we all REALLY need to wake up and be realistic about the company that builds it. There are too many apologists on this forum spreading misinformation and suckering buyers into a vehicle that they never should be considering. There is a certain kind of owner that is perfect for the JL...but most of the people buying it are not that type.

 

[gsbrockman]

So here’s the dealer peeps. I will be posting it everywhere after this.
Ray-service manger
BEDARD BROS
CHESHIRE, MA
01225

Interesting.......

I have some extra time tomorrow, and might just give Ray a call and see if he can assist me with some information regarding upcoming maintenance on my Willys.

Anyone else feel the need to call this dealership....and get some “estimates”????

 

[stumblinhorse]

I don’t think I’ve had a dealer interaction that went any different. I am currently filling out the formal paperwork for a complaint against the dealer I just purchased from on 5/5. When I die, for all my sins, hell will be eternity repeatedly taking a vehicle to a dealer for their “help”.

 

[Opus]

I don’t think I’ve had a dealer interaction that went any different. I am currently filling out the formal paperwork for a complaint against the dealer I just purchased from on 5/5. When I die, for all my sins, hell will be eternity repeatedly taking a vehicle to a dealer for their “help”.

And while you wait, please enjoy a never-ending supply of complimentary decaf coffee and Brussels sprouts...

 

[DonH63]

I'll find out if my local dealer honors the Wave policy on my Jeep bought out of state soon enough. Never thought about them denying warranty coverage! That just seems wrong... I've been with them a long time but we never connected this last time around, fingers crossed.

So if you buy a vehicle and move during the warranty period, your new local dealer can deny coverage? Seems rather asinine.

 

[SparkleTooth]

This makes my blood boil to continually read about dealer interactions because I have had my share as well. I've never really had problems from any other manufacturer like I have had with Jeep. After owning 6 Jeeps now I am looking to bail when the first good opportunity presents itself. I love my Jeep but every time I get in it I am waiting for the latest sensor to scream at me, or waiting for my batteries to die, or my HPFP to explode before the recall is available. I fix everything myself that I can because I just refuse to call a dealer, and I know the day is coming when I am going to have to take it in and wait for a month to get seen and then another month to get something fixed only to have it break again. I've said it before and I'll say it again. This is my LAST Jeep, and I think I mean it this time.

 

[cripton805]

The guy threatened to kill you. He has your address, so he has the ability to find you and your family. I would have driven across the street and had him arrested. Then, I would have sued the dealership.

No way I would just let that go.

 

[Riotfunk]

There’s no crimes anymore in blue states.

And no one gets arrested for anything.
My Tacoma got totaled in 2021 by a guy that was high as a kite. Stoned out of his mind. No ticket.
My friends car recently got sideswiped and totaled along with four other cars by a drunk woman who got out afterwards still drinking a beer. No ticket.

Hell, you can get caught with ounces of heroin and you don’t even get an appearance ticket. They literally bring these POS people to the ER.

When I was growing up skateboarding was a crime. now, nothing is.

 

[bthomp]

That's the thing though. It IS Jeep specific. I have owned Hondas, Toyotas, Chevys, etc including Jeep and I have NEVER had a service department experience as bad as the ones I have had at Jeep. I say that as someone who loves my Jeep. But we have to stop making excuses for them and doing the false equivalency argument of "everyone is doing it" or else Jeep will have no incentive to ever change or improve. Jeeps DO have lower reliability and build quality and they DO have a problem with their service departments. We need to start holding them accountable and demanding that they improve. Sorry, rant over.

If it really is isolated to Jeep service (I've not ever had an issue with the Jeep in Fort Collins, CO - they have been great) it makes me wonder if the fact that Jeep being the most heavily modded vehicle on the market pushes them to "what the %^#! did you do to it this time?" kind of an attitude? Not defending bad service at all, just curious if there is something in front of "bad service" that ultimately is the root cause or influence.

Regarding the OP here, that guy he worked with is unhinged....

 

[bthomp]

There’s no crimes anymore in blue states.

And no one gets arrested for anything.
My Tacoma got totaled in 2021 by a guy that was high as a kite. Stoned out of his mind. No ticket.
My friends car recently got sideswiped and totaled along with four other cars by a drunk woman who got out afterwards still drinking a beer. No ticket.

Hell, you can get caught with ounces of heroin and you don’t even get an appearance ticket. They literally bring these POS people to the ER.

When I was growing up skateboarding was a crime. now, nothing is.

Sad state of affairs for sure... I would tend to think that regardless of political persuasion, everyone looks around at the moment and believes something significant has gone wrong. Everyone disagrees with the causes and solutions for sure, but I believe most everyone would agree there is something that has gone very wrong.

Sponsored