Incredible story with my buying experience-must read

[PaulNY]

So, after calling most dealers within a 300 mile radius last week, I finally found a little rural dealership in PA that gave me the best deal on a white JLU Rubi that had the minimal options I wanted. Once I got there, there were a few issues with the rig that I wasn't happy about. The drivers seat had a bunch of scratches on the rear plastic panel, the drivers side plastic panels near the door sill were scratched/mis-aligned, the drivers hood air vent was a little warped and didn't sit flush like the passenger air vent, and the seat had a little small scratch in the leather. Now, I am sure the OCD behavior I learned while doing 12 years in the Army didn't help when completing my pre-delivery inspection, but the dealer threw in a set of Mopar all weather mats, and the owner had the parts dept. order new plastic interior panels due to the scratches/mis-alignment. He was very helpful and wanted to ensure I was very satisfied. An hour into my 6 hour drive home, the check engine light comes on. I made it home, but took it to my local dealer immediately the next morning. They had the Rubi for two days trying to isolate the problem and finally called to say it was a fuel pump module issue and bad connector problem. To make a long story short, I called the PA dealer to let them know the outcome as they were concerned after I called when the light first came on. Since then, the owner and GM called and said they wanted to get me another Rubicon and have it flat bedded to my front door and would take the original one back. Obviously, I was floored when they made this offer. Ultimately, most dealers would have washed their hands clean and would have said, "that's what the warranty is for and you already signed the paperwork". However, this incredible dealership is not only replacing my Rubi with another new Rubi, but they even asked if there were additional options that I wished I would have got that mine didn't have. Of course, there were and I expressed to the GM my specs as if I were to order a new one. So, this coming Monday morning, my white JLU Rubi is being replaced by a new black JLU Rubi with the EXACT options that I would have wanted if ordered. And, unbelievably the GM is having his driver flat bed the new Rubi to my front door while taking back the white one without a penny from my pocket and no questions asked. Of course, I have to pay the difference for the additional options, but I don't mind. I am so excited about getting this black Rubi loaded the way I want. I can't even begin to express how helpful this dealership has been. The owner, Gm, and my salesman have been incredible. I am still pinching myself as I can't believe this level of customer service still exists in today's society. I don't know if anyone else has ever had an experience like mine, but I feel so blessed to be getting the Rubi I really wanted from the get go, and don't have to keep the white one with the issues it's had to this point.

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[Jeep4Life0112]

So, after calling most dealers within a 300 mile radius last week, I finally found a little rural dealership in PA that gave me the best deal on a white JLU Rubi that had the minimal options I wanted. Once I got there, there were a few issues with the rig that I wasn't happy about. The drivers seat had a bunch of scratches on the rear plastic panel, the drivers side plastic panels near the door sill were scratched/mis-aligned, the drivers hood air vent was a little warped and didn't sit flush like the passenger air vent, and the seat had a little small scratch in the leather. Now, I am sure the OCD behavior I learned while doing 12 years in the Army didn't help when completing my pre-delivery inspection, but the dealer threw in a set of Mopar all weather mats, and the owner had the parts dept. order new plastic interior panels due to the scratches/mis-alignment. He was very helpful and wanted to ensure I was very satisfied. An hour into my 6 hour drive home, the check engine light comes on. I made it home, but took it to my local dealer immediately the next morning. They had the Rubi for two days trying to isolate the problem and finally called to say it was a fuel pump module issue and bad connector problem. To make a long story short, I called the PA dealer to let them know the outcome as they were concerned after I called when the light first came on. Since then, the owner and GM called and said they wanted to get me another Rubicon and have it flat bedded to my front door and would take the original one back. Obviously, I was floored when they made this offer. Ultimately, most dealers would have washed their hands clean and would have said, "that's what the warranty is for and you already signed the paperwork". However, this incredible dealership is not only replacing my Rubi with another new Rubi, but they even asked if there were additional options that I wished I would have got that mine didn't have. Of course, there were and I expressed to the GM my specs as if I were to order a new one. So, this coming Monday morning, my white JLU Rubi is being replaced by a new black JLU Rubi with the EXACT options that I would have wanted if ordered. And, unbelievably the GM is having his driver flat bed the new Rubi to my front door while taking back the white one without a penny from my pocket and no questions asked. Of course, I have to pay the difference for the additional options (which is still 5% below invoice), but I don't mind. I am so excited about getting this black Rubi loaded the way I want. I can't even begin to express how helpful this dealership has been. The owner, Gm, and my salesman have been incredible. I am still pinching myself as I can't believe this level of customer service still exists in today's society. I don't know if anyone else has ever had an experience like mine, but I feel so blessed to be getting the Rubi I really wanted from the get go, and don't have to keep the white one with the issues it's had to this point.

That. Is. Incredible.

Very to happy to hear that this is still going on out there in the world. Congrats on your luck and enjoy your new ride come Monday.

 

[Bluebicon]

That is an incredible outcome. Props to that dealer. Looking forward to pics of your new one!

 

[jtp]

Awesome story, what name and address of the PA dealer.

 

[PaulNY]

Awesome story, what name and address of the PA dealer.

Cunningham Chrysler Jeep of Edinboro PA. My salesman Joey, the GM Mike, and owner Randy are incredible and I highly recommend them to anyone looking to buy. I can ensure you that I have never received this level of kindness, integrity, and customer service in my 47 years on this earth.

 

[PaulNY]

Here is the new rig that will be here early next week:

 

[Goin2drt]

Thanks for sharing the story and this dealer sounds like a one in a million. Great to see some still doing business this way. You should yelp, google, Facebook and whatever else to give them props and get more business to them. We all need to support dealers like this.

 

[PaulNY]

Thanks for sharing the story and this dealer sounds like a one in a million. Great to see some still doing business this way. You should yelp, google, Facebook and whatever else to give them props and get more business to them. We all need to support dealers like this.

You're welcome, and agreed! I have already started to write reviews and will continue to do so on as many sites as I can. My salesman and I are now FB friends, so I will give him props by posting on my FB as well.

 

[jtp]

Thanks for the info, love the look of your Jeep. So does your dealer accept the tread lightly discount plus the 5% below invoice?

 

[PaulNY]

Thanks for the info, love the look of your Jeep. So does your dealer accept the tread lightly discount plus the 5% below invoice?

You're welcome, and that's a great question. I didn't have a tread lightly discount, so it didn't apply to my purchase. However, you can call and ask and hopefully they honor it.

 

[RonH]

Always glad to hear about dealers that care about their customers. Here's hoping that they get many sales all due to doing the right thing... In fact, I just called them (your salesman specifically) to give them an "attaboy". Dealers like this need to get feedback from the public when they do something very good, not just when they screw up.

 

[jaldeborgh]

Great story as it shows the power of excellent customer service. I hope this dealer benefits from this exposure.

 

[TIDALWAVE]

The law of averages says that for every fantastic dealer such as Cunningham Jeep, there has to be a dealer that is equally rotten. My local dealer is one. My Liberty auto trans blew out after less than 1,000 miles. The dealer insisted that i purposely destroyed the trans and thus wouldn't apply the warranty. Two months fighting with the dealership and district manager with no results. A friend had a Jeep manager from another district call me. I explained the situation. He contacted Jeep main office and the transmission was replaced within two weeks. This same dealership is still in business...all Wranglers are at MSRP and trade in offers are beneath the lowest KBB numbers!

 

[PaulNY]

The law of averages says that for every fantastic dealer such as Cunningham Jeep, there has to be a dealer that is equally rotten. My local dealer is one. My Liberty auto trans blew out after less than 1,000 miles. The dealer insisted that i purposely destroyed the trans and thus wouldn't apply the warranty. Two months fighting with the dealership and district manager with no results. A friend had a Jeep manager from another district call me. I explained the situation. He contacted Jeep main office and the transmission was replaced within two weeks. This same dealership is still in business...all Wranglers are at MSRP and trade in offers are beneath the lowest KBB numbers!

It's amazing how dealers like that are still in business. Some dealerships are simply crooks and treat people like a herd of cattle, and after the sale they provide no further assistance or could care less about taking care of the customer. Tragically, we live in a world where some people simply don't have a conscious.

 

[SKT]

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That’s great and thanks a lot for sharing this good news story. Often times, people only want to share their bad experiences.

Congrats on the new Rubi, please keep us updated!

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