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Dealer Cussed me out over Survey!

SH556JL

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I haven't had to take my Wrangler in for anything yet, but in general I've never been impressed with normal vehicle service departments.

My last 2 vehicles were BMWs and they treat you like royalty when you come in, even for the complimentary service (oil change, etc). Always get a loaner, no matter what, and they are very pleasant to deal with. Of course you pay for this in the purchase price, but it was nice anytime I had to go in there.

I even had a messed up locking lug nut that tire shop couldn't get off and they stripped my key. The service lady was very nice, went and got one of the master keys (made of actual hardened steel vs the slag the normal keys are made of) and had the service guy get it loose for me at 7pm. No charge for that either.

I dread having to take mine in for anything, hopefully it won't need to go in. I do my own oil changes and tire rotations too, not gonna let them do their "free" service and mess things up :)
What's sad is these Rubicons cost just as much as a BMW. Yet we are treated the same as a Journey buyer.
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McGilli

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Which dealer do you use might I ask since we're in the general vicinity.

Columbia Chrysler?
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Bought two vehicles in the past 4 years from there - come away happy every time - same with booking TSB for my Jeep and one other issue (my fault) I phoned at 4pm in a panic and they took my Jeep in at 8am next morning check it out.
 

sf5211

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I guess it’s true that a good survey counts to them. My shop manager at the dealership asked me nicely twice on one visit if I could leave a 10 survey. They did their service to my complete satisfaction so yes I gave them all 10’s.
 

Buzz11

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The dealership I go to has been pretty good, but when I gave them honest reviews 7-9's I got a call from the service manager telling me anything less than a 10 is a fail (as others have mentioned).

I told him the service has been fine but for me to give a 10, I need to see above and beyond type service. Free beer, massage, Jeep swag. Just kidding on the beer and so on (although it would be nice :) ), but in my mind a 10 is almost impossible to earn. I even said how do you get better if you only get 10's? He understood but still said they need only 10's .... so now we have an unwritten agreement. I'll give them all 10s (or I just don't fill the survey out) and talk to him in person about any issues.

I hate playing their game that way, and I'm not sure that's a win-win, but so far it seems to be working.
 

SH556JL

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The dealership I go to has been pretty good, but when I gave them honest reviews 7-9's I got a call from the service manager telling me anything less than a 10 is a fail (as others have mentioned).

I told him the service has been fine but for me to give a 10, I need to see above and beyond type service. Free beer, massage, Jeep swag. Just kidding on the beer and so on (although it would be nice :) ), but in my mind a 10 is almost impossible to earn. I even said how do you get better if you only get 10's? He understood but still said they need only 10's .... so now we have an unwritten agreement. I'll give them all 10s (or I just don't fill the survey out) and talk to him in person about any issues.

I hate playing their game that way, and I'm not sure that's a win-win, but so far it seems to be working.
One thing I loved about the Mini dealer. I did occasionally receive free swag or pretty good discounts (like when I bought the roof bars, they installed them for "free" or at least didn't charge me labor). But I did service the vehicle above and beyond what the manual recommended without question. Oil change every 5,000 miles for example and at the time, that was every 3 months for me. When I came in, I was greeted by name offered a loaner if wanted (often I didn't take it for oil changes) or fancy coffee for waiting (even ice cream). The waiting area was very comfortable, more like a cafe then a cheap doctors waiting room. Just before the car is done and the service advisor comes out, I would receive a video from the tech who would go over the car (both undercarriage and under the bonnet). Service rep would then go over the bill and video if any concerns found. I then would get the Mini back "detailed" inside and out... This type of service gets a 10 for me.

Oddly this level of service didn't cost much more then the local Mini specialist performance shop.
 

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I have high standards for dealerships now. On a previous purchase the dealership owner and me had an agreement. On My vehicle maintenance days . I work out of town and left vehicle over night. The dealer would let me take anything out of the used car lot home. I took home Shelby Mustangs Gt 500,SRT 8 Challangers, a Z06, a Raptor and a few others. I would take them home and bring them back the next day when my car was ready. So I had zero issues giving these guys 10's everything. This extra service or perk doesn't actually cost the dealership anything. I wish this dealer would have gotten into Jeep because without question I would buy from them again if they throw that in...
 

Ex-Nuke

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We've had serious issues with our dealership here in St. Louis as well. Lied to by salesman, offered stuff he couldn't deliver, blown off by service dep't, and more for basically the first 8 months of ownership with nobody seeking to give a damn.

Mind you, we bought a JLR and JLUR from them at the same time, so you'd think that would get us a little respect???

Posted very negative review on their Facebook page and within 15 minutes I was getting a call from the sales manager who was tasked with fixing the situation.

He didn't. Got worse.

Here's a screen shot of part of my review:

Screenshot_20210428-134556_Facebook.jpg
 

Mtpockets

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My dealer gives me EXCELLENT service. I give them all 10’s And I write something special about them in the comment section.
I have no idea weather or not corporate reads them but I hope it helps my dealer in some way.
Both the sales and service departments are A+
 

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We've had serious issues with our dealership here in St. Louis as well. Lied to by salesman, offered stuff he couldn't deliver, blown off by service dep't, and more for basically the first 8 months of ownership with nobody seeking to give a damn.

Mind you, we bought a JLR and JLUR from them at the same time, so you'd think that would get us a little respect???

Posted very negative review on their Facebook page and within 15 minutes I was getting a call from the sales manager who was tasked with fixing the situation.

He didn't. Got worse.

Here's a screen shot of part of my review:

Jeep Wrangler JL Dealer Cussed me out over Survey! Screenshot_20210428-134556_Facebook
Yeah, unfortunately FCA and its dealer love to charge the luxury prices, but not the responsibility of providing the luxury experience.
 

RoadiJeff

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We've had serious issues with our dealership here in St. Louis as well. Lied to by salesman, offered stuff he couldn't deliver, blown off by service dep't, and more for basically the first 8 months of ownership with nobody seeking to give a damn.
Which dealer? I live in the St. Louis area and want to know what dealer(s) to avoid.
 

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I got a survey today. I took it in on Saturday to get the droopy visor fixed under warranty. They had the part in stock and sent me on my way with a new visor in about 20-25 minutes. They got 10s.
 

3VOLVE

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If they wanted a perfect score, than they should have treated me as a customer. A customer deserves respect, transparency, and timely service. If they cannot do any of those they get a lower score. In their defense, management and corporate demand those perfect scores with total disregard of the customer. I quit filling the surveys our, unless they deserve the “10”, because it’s not about the customer.
 

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I have been in for 2 oil changes so far. Never got a survey.

I have had chevy’s from the same dealer for 20 years now. Never got a survey.

and if I did I just don’t do them. Like others said what does it really matter. You all say they force u to give them 10’s. Then just fill it out urself and don’t bother me. Not like it will change anything.

Regarding loaners. My dealer. First oil change they gave me a loaner. I said is that cause of wave? They said doesn’t matter they will always give me a loaner cause they know I drive for my job and they are 60 miles outside my area. I have been very pleased with them as a dealer overall. I didn’t even have to ask when I made the appt for my loaner.

many second oil change I took it to the local dealer. I didn’t feel like driving down. They charge 35 a day for a loaner. I asked if it’s cause I didn’t buy it there. They said no. They do zero loaners. I thought that was pretty crappy being at my Chevy dealer regardless l of what you drive they too give a loaner when you need it without a charge. So at least in my area it seems to be up to dealers.

mph and the dealer that charges you told me make sure it’s full when u bring it back or they charge you. I said I will replace to the mile whatI use. I would have filled it but she walked around the beat to hell renegade they gave me like it was a Porsche. So I started to point out all the dings, how every rim was scratched to shit, huge scratetches so they didn’t think they were going to use this as a money maker. I know they have to look it over with you but if it’s best to hell already. Really. Chevy. They throw me a key to a new truck and say see you later. They never once go out with me.

so even if I did do ur survey no way you were getting 10’s from me.
 

Rufus

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To bad you didn’t record the call.
 
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78cj7-18lj

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This is my one of my issues (just one example) with Capital CJD in Garner NC.
3/11/20 I take Jeep in for 1st oil change 4,488 miles. When I leave dealership according to FCA (mileage indicated on paperwork and the Jeep mobile app) my Jeep has 34.488 miles on it!!!

After more than a year do you think it's been corrected?
Does JEEP care?
No and apparently not.
I'm done with this shit!
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