Frustrated with dealer

[RubiGrey]

Hello all,

So I took my Jeep for its 38,000km service, oil change, tire rotation, piece of mind inspection.

The service advisor asked if there was anything that needed to be checked, I advised that there was a whine when accelerating.

Turns out my idler pulley and some other parts were defective. New parts were ordered, it’s all under warranty.

I take my Jeep home for the weekend and my vehicle starts stalling while idling .. this has never happened before and happened twice on the same trip to do errands.

I then don’t drive the Jeep for safety reasons until the parts come in. I drive to the dealer and it stalls once going there.

The dealer calls me saying they ordered the wrong parts and the new parts will be here the following week.

I told them to keep the Jeep at the dealer because I don’t think a stalling vehicle is a safe vehicle to drive.

I asked for a loaner or rental, the service advisor initially said they didn’t have any loaners, but I persisted and after a few days they said they have my name in for a loaner .. again, don’t know when I will actually get a loaner.

how do people deal with this? I have to work, I have a wedding to attend this weekend, I am also moving houses next week, and have errands to do.

I’ve been firm but nice with the dealer. I just feel like they don’t care.

Update - Just received a notification that a loaner is expected to be available Monday.

Sponsored

 

[flyer92]

Open a Star Case with customer care ASAP. I did that for an issue that kept my JL in the shop for almost two months, and I was able to get a rental car for a long road trip. Yes, I had to front the cash, but Stellantis reimbursed me pretty quick after I sent in my claim.

 

[RubiGrey]

Open a Star Case with customer care ASAP. I did that for an issue that kept my JL in the shop for almost two months, and I was able to get a rental car for a long road trip. Yes, I had to front the cash, but Stellantis reimbursed me pretty quick after I sent in my claim.

Thank you, I am in Canada so I’m not sure if this service is available to me.

 

[flyer92]

Thank you, I am in Canada so I’m not sure if this service is available to me.

Hmmm…I have no idea what sort of support Stellantis provides in Canada, but definitely worth asking. I’d hope that they wouldn’t leave you all out in the cold.

 

[RubiGrey]

Hmmm…I have no idea what sort of support Stellantis provides in Canada, but definitely worth asking. I’d hope that they wouldn’t leave you all out in the cold.

I’m not holding my breath…

 

[Murphydog]

Its a tough call - There is a warranty and as customers we should all expect it to be honored, which means having the local dealer do the work.

That said I much rather do the service myself, especially fluid and filter changes.

My local dealer did fix a few warranty items on my Ram 1500 back in the day, but none of them prevented me from using my truck.

Good luck, hopefully they get you quickly squared away

 

[AcesandEights]

What do you expect them to do?

 

[RubiGrey]

What do you expect them to do?

Provide me a loaner the day it went in for warranty service, instead of having to fight for everything.

 

[AcesandEights]

Provide me a loaner the day it went in for warranty service...

That's not the norm, nor is it part of the factory warranty coverage.

 

[Ratbert]

Provide me a loaner the day it went in for warranty service, instead of having to fight for everything.

The pricing might imply otherwise, but this isn't a high end brand that coddles its customers. Hell, Mercedes sends someone to our house to swap out cars when my wife's needs servicing. This isn't that.

 

[RubiGrey]

That's not the norm, nor is it part of the factory warranty coverage.

If a vehicle is not safe to drive and stays at the dealer for weeks, people need a vehicle to drive to their jobs, take their kids places, and run errands.

Life doesn’t stop just because of a vehicle repair.

 

[DubaiMarauder]

Hmmm…I have no idea what sort of support Stellantis provides in Canada, but definitely worth asking. I’d hope that they wouldn’t leave you all out in the cold.

It's ok, they're used to the cold.

All jokes aside, I hope they take good care of OP.

 

[Opus]

I'm assuming you've checked to see if your insurance covers the cost of a rental? Some policies do.

 

[TheRaven]

The pricing might imply otherwise, but this isn't a high end brand that coddles its customers. Hell, Mercedes sends someone to our house to swap out cars when my wife's needs servicing. This isn't that.

This right here. This is the problem you create when you price your vehicles at levels that compete with premium brands but you don't offer a premium product or experience.

My Cadillac dealer will also drive a loaner to my house and pick up my car for service - and I even get an assigned tech who I can communicate with directly if I choose. Yet an XT6 Premium costs less than a pretty standard-level-equipped JLUR. That's insane.

 

[AcesandEights]

If a vehicle is not safe to drive and stays at the dealer for weeks, people need a vehicle to drive to their jobs, take their kids places, and run errands.

Life doesn’t stop just because of a vehicle repair.

That doesn't put the financial responsibility or liabilty on the dealership. Why do they owe you more than warranty coverage?

Sponsored