I've probably had the worst experience out of anyone that's received their JL

[3uPh0riK]

I’ll post the work sheets when I get the Jeep back, they’re currently in the glove box.

The first issue which left me stranded was the Electronic Throttle Control, The replaces the ECU. The two other times have been check engine lights with the message seen in the photo.

Hey man, all the best to you. Ive had a similar situation with a Ford truck two years back, and when I got a new truck the gearbox blew out after 100 miles. I got 2 lemons for the price of one. I know how you feel.

Im waiting on my 2 door JL and I must say your post scares the crap out of me. So far from what ive seen from stalking these forums all day is that Jeep doesnt really seem to care about their customers too much, which isnt a good thing if youre having problems with your vehicle. All the best

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[1quick1]

Coming from a horrible situation with my leaking RAM transmission this is definitely bringing back bad memories.

Do let us know how this all turns out.

 

[JeepCares]

Just when you think it couldn't get any worse:

I called the dealership I purchased from to inform them of my third trip back to service, and that I wanted the vehicle exchanged. I was told that I would need to speak to the owner and he would call me back.

In the meantime, I went to turn the Jeep back in today to the same dealership that has been working on it. The general sales manager told me that if I had bought the Jeep there, they would have reached out to the FCA rep and gotten him involved to complete an exchange. He recommended that I take the Jeep back to the original dealership and have them contact the FCA rep.

I leave there and start my hour long drive back to the original dealership. I get on the phone with FCA again. I've only been able to talk to the people that answer the phones, when I ask to speak with a supervisor, I am told that they are all busy and one will call me back. They have been telling me this for two weeks. I have not received a single phone call from anyone at FCA. I have had to call them each time. During the call with FCA, the owner of the Jeep dealership where I purchased my Jeep from calls on my other phone. I answer and still have FCA over bluetooth, she can hear the entire conversation. It went like this:

I told the the owner that I want my Jeep exchanged. It's now been repaired 3 times in 2 weeks, by the 4th time TN lemon law kicks in. He says I have to wait for the 4th breakdown and that FCA will handle it, and he will not do anything. I said it's inevitable that it will break down a 4th time, I would like it exchanged now. At this point, I'm heated.

I was then told by the owner of
Columbia Chrysler Dodge Jeep Ram Fiat
106 S James Campbell Blvd
Columbia, TN

"Mr. Weeks, you won't shut up long enough for me to tell you how the process works. If you have already reached out to a lawyer, then there is no purpose of us talking. The minimum wage FCA reps don't know what they are talking about and I have 9 years of experience."

The FCA rep still on speaker phone overhears this entire conversation. I am still told a supervisor will call me Monday. I've been told this 5 times in the past two weeks. Not a single person from FCA has called me. It's listed in my notes that my phone is disconnected. It's the same phone I was speaking to her on.

There's no point in me driving an hour for nothing, so I turn around and give my local dealership the Jeep again. I leave for a two week work trip Monday. I told them I wouldn't be back until then.

@JeepCares when will anyone do anything? FCA, JeepCares, and the dealership have been useless.

Looks like this is all a legal matter now. Thanks Jeep. Expect a message from the BBB.

Hello Stuweeks,
I am glad you are keeping us posted on this situation and will continue to sincerely apologize. I am continuing to monitor this case. I was able to speak with my colleague Jennifer that you have been working with on Facebook as well, and have been updated that she has provided you with the most recent updates. I will be following up with you in PMs as well.
Julie
Jeep Social Care Specialist

 

[taimi1773]

Update on post #83

You may be familiar with my post about my Electronic Throttle Control failure
https://www.jlwranglerforums.com/fo...malfunction-towed-jlur.3739/page-3#post-80999

Here's how everything has unfolded:

Picked up my JLUR on Saturday, 2/10 at 6:00PM, drove it 60 miles home, then took it for a cruise. At 65 miles, throttle goes out while driving, and I pull to the side of the road call Jeep roadside assistance. They send a tow truck that doesn't get there for 2.5 hours. It's raining and now 1:30AM. I uber home.

It sits at the dealership closest to my home (not the one I purchased it from) until Monday morning when I get a call from service letting me know they received my Jeep. The next day, they tell me It's the ECU and it will be a week before they even get the part.

I visited the dealership that I purchased it from and they really didn't seem to care. As long as it was getting fixed, they couldn't care less that my brand new Jeep was in the shop for a week. They asked if I needed a rental, that was the extent of their "customer service". They then referred me to Jeep Cares for any type of support.

In the meantime I notified @JeepCares and they created a case for me and said my case manager would reach out to me within 48 hours. Of course, no call.

Finally pick it up on Friday, 2/16 and take it home. There's a scuff on the passenger's seat and my painted tow hook is scratch badly. I call the dealership and they say it's the towing companies fault and they aren't responsible. They tell me to contact the towing company. Remember, it was Jeep Cares that called for the tow so I don't have the company's name. Saturday morning I take it for a spin and check engine light comes on. It did this just before it broke down last time, so I immediately drove it the 3 miles home.I didn't want to chance it breaking down again on the side of the road. I called Jeep Cares and was told to leave it parked until my case manager (which never called before) reaches out to me on Monday. By the end of day Monday, no call.

I call the Jeep Cares number and get to speak with someone who I guess is now my case manager. He offers to get it towed, which I declined, I'll just take my chances driving it given my previous experience. He also offers to find the tow company's info so that I can call them and shake them down for repair. Yay, more time and effort for me. He also informs me that FCA cannot compensate me for my time/trouble in any way. He puts this responsibility on the dealership that told me the exact opposite. He then calls the dealership and schedules an appointment with me there on the line with him.

I take the Jeep in at 8:00am making sure they have plenty of time to diagnose. At 4:00pm I hadn't heard anything, so I call them. They guy responsible for my Jeep is on the other line and they tell him to call me back. He finally calls back at 6:00pm to inform me that they haven't even touched my Jeep because they were too busy! What's the point of the appointment?!

As of right now I have a $55k Jeep that's been drivable 2 hours out of 11 days of ownership. This is the WORST customer service I have ever had with any product I have ever purchased, especially at this price point. Lemon law in TN is 4 attempts to fix, or thirty days in the shop the first year. I'm halfway there and I pray FCA doesn't wait until I have to enforce state law to make it right.

Am I being unreasonable? Honestly, tell me if I am. I understand it's a new model and problems come up, but what has me really upset is that no one wants to take responsibility, and I'm having to put way too much time and effort into a brand new Jeep.

@JeepCares is there anyway to escalate this to management?

Thanks for reading guys!

*Edit
I forget to mention my speakers went out 5 minutes after leaving the dealership for the entire hour long ride home. Service couldn’t recreate the issue.

This is terrible. I would be furious. I ordered mine on 12/22 and still haven't received it. It was supposedly being shipped two weeks ago. Got sent back because it failed inspection. Now they said it shipped Last Friday but they didn't have an ETA and I still haven't heard from them. Hearing the horror stories of the problems I'm just being patient hoping I don't have any issues once I get it.

 

[word302]

Wow, I fail to see how anyone can accuse this person of being unreasonable.

Did you actually read what I wrote? I said it was unreasonable to expect dealers to have parts sitting on the shelf for a vehicle that has just hit dealerships in the last 2 months.

 

[ResponsibleAdult]

This dealership has a facebook page, and you can post reviews there. A few more one star reviews might help things move along for @Stuweeks

 

[ocrejects]

Actually in situations where parts are not available, a company that cares about customer satisfaction would give you a new one. It’s not your fault that they do not have parts. You buy a car and pay 55k, you expect it to work. They better deliver.

Social media, that’s the way to go! That’s where all my energy will be going. Once this gets out there, it spreads like wildfire things will happen. Another big one is YouTube...

 

[Jmjermaz]

Did you actually read what I wrote? I said it was unreasonable to expect dealers to have parts sitting on the shelf for a vehicle that has just hit dealerships in the last 2 months.

Well, you didn't exactly write that first time around and also if you read the original post he doesn't have a gripe about the lack of parts it's a terrible service he's encountered so still don't agree he's being unreasonable.

Did you actually read what I wrote? I said it was unreasonable to expect dealers to have parts sitting on the shelf for a vehicle that has just hit dealerships in the last 2 months.

 

[Stuweeks]

Ok guys, I just received a phone call from the dealership where the Jeep was purchased, Columbia, TN. They have finally reached out to their FCA and have agreed to buy back the Rubicon!

I was at the airport when they called so I’ll get the details later. I’m actually out of town for two weeks, hopefully they can go ahead and get one ordered.

I was told by my lawyer not to accept anything without speaking to him first, so of course I’ll give him a ring shortly.

 

[1quick1]

I think given the amount of trouble you have had in such a short amount of time that this is a perfectly acceptable outcome to replace the vehicle. Better luck on your next one.

 

[Indio]

Reading this thread, it is interesting how the amount of money wrapped up in an item, can crank the concern and stress level from 2 to 11 on the amplifier! I am thinking in particular about the check engine light on my wife's $2000 Chevy Tracker (which happens to be on again). My level of concern about that light, is around the same as my concern of a meteor hitting earth today and extinguishing all life on the planet, lol. (Basically zero.) Compared to a check engine light appearing on a new $50,000 Wrangler, that would turn the amp up to 11 right quick! And that is probably my biggest impediment to buying a new Wrangler. Because everything you own, in a way owns you. And 50 grand can do a lot of owning yikes!

 

[xray]

Reading this thread, it is interesting how the amount of money wrapped up in an item, can crank the concern and stress level from 2 to 11 on the amplifier! I am thinking in particular about the check engine light on my wife's $2000 Chevy Tracker (which happens to be on again). My level of concern about that light, is around the same as my concern of a meteor hitting earth today and extinguishing all life on the planet, lol. (Basically zero.) Compared to a check engine light appearing on a new $50,000 Wrangler, that would turn the amp up to 11 right quick! And that is probably my biggest impediment to buying a new Wrangler. Because everything you own, in a way owns you. And 50 grand can do a lot of owning yikes!

I am owned by Apple, Google, Spectrum, local utilities, and oil cartel. I am am hoping when the Jeep goes full EV in the next life cycle, I can start cutting out the dependence on the dealer for maintenance, get solar to power stuff, and then only get owned by tech companies.

 

[Powelligator]

I'm just thinking ahead here, but... I wonder what will happen to the Jeep after FCA buys it back? I don't think Sergio is going to want to take a $50K hit to his bottom line on a vehicle that might still be repairable. I'm wondering if it gets a complete run through, possibly the problem is (thought to be) fixed, and the Rubicon is next seen on a used vehicle lot.

Maybe when all is said and done the OP can post the VIN, just in case it re-appears.

 

[Smarrtazz]

I’ll post the work sheets when I get the Jeep back, they’re currently in the glove box.

The first issue which left me stranded was the Electronic Throttle Control, The replaces the ECU. The two other times have been check engine lights with the message seen in the photo.

I put 65 miles on it and had it towed. After fixing it the first time, the dealership only put 5 miles on. Once I got it back, the check engine light came after 40 miles or so and I continued to drive it about 20 miles and then drove it to the dealership. The dealership said they put another 100 after they cleared the code. The reason for the check engine this time was the brake/gas thing. They said it can happen when people drive with two feet and press both pedal simultaneously. I’ve never driven like that and I’ve babied this Jeep the few miles I have put on it.

Hope this makes it a little clearer, feel free to ask any questions.

The GM at the dealership that’s been working on my Jeep called the FCA Rep today and explained the situation. Then a few hours later the purchased from dealership called and said they spoke to the rep and the ball has started rolling to get me a new Jeep! It’s not promised yet, but I think that’s where we are headed.

If anyone has any issues, it seems contacting the FCA rep is the route to take. JeepCares is a waste of time. They literally have done nothing other than log my calls each time I call in.

Thanks for all the support here. Y’all have definitely made this situation more bearable. You guys are awesome.

I really hope this is resolved! I agree with the others, stuff breaks (sad that it’s on a brand new vehicle). Their customer service is appallingly lacking! I really hope that they step up their game. Good luck!

 

[ckrough]

hopefully they can go ahead and get one ordered

A different dealer, right? Right?

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