Frustrated with dealer

[mwilk012]

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.

Then you should prepare for that.

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[RubiGrey]

Then you should prepare for that.

You make it sound so easy.

 

[flyer92]

Then you should prepare for that.

Pretty sure OP did prepare for that via the loaner vehicle provision in the warranty. It is then incumbent on Stellantis to do their part by honoring it and providing said vehicle. Having a reliably-backed warranty is part of what we all paid good money for and is part of a backup plan when one's Wrangler is out of commission.

In short...OP did his part, but Stellantis now needs to do theirs.

 

[Paluss]

I agree, despite the cost of some of the new Jeeps, its still not a premium brand and on average the customer service and dealership network sucks.

Honestly, I dont think Jeep really cares about that, they sell a ton of vehicles and the Wrangler is a cash cow in price and accessories. Until another brand threatens that cash cow (bronco tried but missed the mark) I dont see things changing.

The problem now is that jeeps are getting so complicated that you have to rely on a dealership to fix things, which exposes how bad they are, versus back in the day you could wrench on your Jeep with a basic set of tools......

 

[Terrymo]

Pretty sure OP did prepare for that via the loaner vehicle provision in the warranty. It is then incumbent on Stellantis to do their part by honoring it and providing said vehicle. Having a reliably-backed warranty is part of what we all paid good money for and is part of a backup plan when one's Wrangler is out of commission.

In short...OP did his part, but Stellantis now needs to do theirs.

I guess I should read my warranty I didn’t realize Jeep was required to provide a rental. Here’s a previous response from “JeepCares” FWIW

Loaners are handled entirely at the dealership level and based on availability. If they do not have any to offer during your services, you can go the rental route. In this option, you will need to pay out of pocket up front, but you can apply for possible reimbursement at the conclusion of repairs. If you'd like to discuss that option further, please call Jeep Cares at 877-426-5337.

 

[Sierra Hotel]

Stellantis specifically excludes rentals from their warranty coverage, so they are not legally obligated to provide for one, not for lost time, etc., etc., etc.

From the warranty manual provided with every purchase of a Jeep Wrangler (I was not able to track down if Stellantis offers a different warranty manual for Canada):

If they do provide something specifically excluded, it is done as goodwill by the dealer, as they do not get reimbursed for providing loaners. In rare cases Stellantis will reimburse for a rental car, but again, it's goodwill - they are not legally required to do so. They do however, receive financial incentives on the purchase of vehicles that they use as loaners, and the smart dealers have figured out ways to make a little money providing loaners. However, a small dealership might have only 1-3 loaners available, and a large dealer will certainly have less than 6-8. Then again, your state or province might have stronger requirements imposed on automakers.

 

[jellis4148]

I love how people think dealers can just crap out a vehicle for people to drive. Like the one person is the only person that needs a loaner. We keep about 30 vehicles in loaner service and they are all constantly coming in, and going right back out. We schedule appts and loaner vehicles if people need them. Then someone comes in and demands we give them something to drive.

I am sorry you're having issues with your Jeep and I hope they get it fixed.

 

[AZJeepGuy]

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

They don't care. They make very little from a warranty repair.

 

[hamiamham69]

I think the OP has 2 separate issues here. For a normal warranty repair I would agree that a loaner is no longer the norm. Given he brought the Jeep in only to learn once he got there that they had ordered the wrong parts.. that’s just terrible customer service.

 

[mwilk012]

Pretty sure OP did prepare for that via the loaner vehicle provision in the warranty. It is then incumbent on Stellantis to do their part by honoring it and providing said vehicle. Having a reliably-backed warranty is part of what we all paid good money for and is part of a backup plan when one's Wrangler is out of commission.

In short...OP did his part, but Stellantis now needs to do theirs.

This something you just "feel" should exist?

"Your warranties do not cover any incidental or consequential damages connected with your vehicle’s failure, either while under warranty or afterward. Examples of such damages include:
• Lost time • Inconvenience • The loss of the use of your vehicle • The cost of rental vehicles, gasoline, telephone, travel, or lodging • The loss of personal or commercial property • The loss of revenue"

 

[mwilk012]

I guess I should read my warranty I didn’t realize Jeep was required to provide a rental. Here’s a previous response from “JeepCares” FWIW

Loaners are handled entirely at the dealership level and based on availability. If they do not have any to offer during your services, you can go the rental route. In this option, you will need to pay out of pocket up front, but you can apply for possible reimbursement at the conclusion of repairs. If you'd like to discuss that option further, please call Jeep Cares at 877-426-5337.

They aren't. He made it up.

 

[flyer92]

This something you just "feel" should exist?

Nope. It is included in OP's warranty, so Stellantis/dealership is required to provide it.

 

[NWJeepr]

I love how people think dealers can just crap out a vehicle for people to drive. Like the one person is the only person that needs a loaner. We keep about 30 vehicles in loaner service and they are all constantly coming in, and going right back out. We schedule appts and loaner vehicles if people need them. Then someone comes in and demands we give them something to drive.

I am sorry you're having issues with your Jeep and I hope they get it fixed.

If a loaner is provided as part of the warranty, that becomes a legal obligation. A lot of dealers pay a 3rd party like Hertz or Enterprise to supply a loaner vehicle when they do not have an inventory of service loaners, either due to capacity, simply don't have them, or demand--they're all booked up.

 

[Heimkehr]

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 ..

how do people deal with this?

My Jeep dealer doesn't provide loaner vehicles, full stop. Knowing this, the one time they had my JLU overnight for a potential warranty claim, I simply availed myself of their shuttle service to get home...where I've two motorcycles on hand to get me hither and yon until the shuttle was dispatched to take me back to the dealer to pick up my Wrangler.

Our Honda dealer does provide loaners, usually, if I ask nicely. That said, we're known there, having purchased three vehicles from them through the years and because they get all of our business where the annual state and emission inspections are concerned.

Loaner vehicles are provided, or not, at the discretion of the individual dealer. A shuttle service was always available at those locations where loaners weren't available.

 

[mwilk012]

Nope. It is included in OP's warranty, so Stellantis/dealership is required to provide it.

Exactly where in the warranty do you feel this entitlement is given?

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