On May 30th, we had our Jeep Compass towed to Mancari Jeep because it would not start. We were glad that on Memorial Day, they were able to accept our vehicle as a tow-in. The cashier (lady at the service window) was very nice and explained that we would be called the following day at 9 a.m. with the status of the vehicle. On the envelope where I placed the keys, I indicated that it might be the alternator, as an educated guess. The following day, I called around 11 a.m. to check on the status as I had not received a call. I spoke with Terry who stated he has not yet looked at our truck and said he would call when he "gets to it." I told my wife and we figured Monday was a holiday. On Wednesday, June 1st I called again around the same time and Terry again said they had still not looked at it yet. At this point, they have had the vehicle since Monday evening and it is now Wednesday. Since my wife is the primary driver of the vehicle, she decided to call herself because she uses the truck as part of her work (she is a college advisor and needs to drive to various schools very frequently every semester). When she called, she was also transferred to Terry in the Service Department. He also told her he had not yet looked at it (she called later in the day on June 1st). She asked him for an estimate of time, a ball-park date just to give her employer since she was without vehicle and he responded by saying he "had no idea." She indicated to me she was rushed off the phone. At this point we became extremely disappointed because (1) we do not know when they will just take a look at it and (2) once they get to look at it, how long it will take to actually get repaired. My wife submitted a negative service review here (which has not yet posted) and also sent a message to the manager via the Mancari website. That same evening, Terry calls and tells me he looked at our truck and was beginning to run some diagnostic tests and would call back in the morning to let me know what the actual diagnostics is but wanted to run several tests. The next day around 10 am Terry called and said it was a bad fuel pump and wanted authorization to proceed with repairs. After speaking with my wife I called him back giving him authorization and requested to know what the cost would be. He said we would be getting a discount for the inconvenience of taking so long and would have our vehicle ready this same day in the afternoon. I told my wife and we were glad it was finally repaired. When we arrived at Mancari, it was later in the evening (due to our work schedules) and our truck was ready. A Mancari driver pulled the truck out and handed us the keys after we paid. Our total was $614.72 and we still do not know if the discount was applied though we noted an "insurance" deduction for around $58.00. I assume this was the discount as we do not have warranty or repair insurance. At this point we are just glad to get our truck. However, once we get in the vehicle, there is a noise coming from the engine that we had never heard before. My wife asks the Mancari driver that had pulled our truck out for us if he had heard it and he said we would need to talk to the Service department. He guides me to pull into the service garage and my wife and I explain to a mechanic (Tony) there that there is a noise coming from the engine. He opens the hood of the truck with the truck running and listens to the noise. We jumped in the truck and did a test drive around the dealership. We heard the noise and went back into the garage and he opened up the hood again, found the problem and removed the engine cover. He saw that the top right hand corner of the engine cover was rubbing up against the pipeline running to the AC and once he moved that aside we did another test drive without the engine cover. We did not hear the noise when we came back. He concluded that it was pipeline running to the AC that was clinking against the engine cover. He manually moved the tube aside and put the engine cover back. After this we drove home and thought all was well. The following Tuesday, June 7th, my wife is driving to work finally using the truck again. As she is driving, she calls me and tells me she smells gas. We left the house in the morning with a half tank of gas and after she dropped me off at the train station, she continued the rest of her way to work and arrived to her job with NO gas and the gas light on. She calls me and I tell her to call the dealer so she can explain what she sees. During her lunch she goes to check on the truck and tells me there is a puddle of gas underneath the truck (she took photos). She then contacts Mancari and speaks with Terry. He tells her to bring it in that same day and she asks him if she should have it towed in or if she is safe to drive it. He tells her it is safe to drive it and tells her to just add a gas to make it (from River Forest to Oak Lawn). She tells her boss and leaves work at 1 p.m. As she is on her way, the truck dies on her because all of the fuel has now emptied out. I leave my work to go help her. Luckily, she had just made it to the gas station on Chicago and Harlem. Nice people there help her push it to the pump. She puts in $ 13.13 in gas and continues on her way. As she is driving, she notices she is losing gas fast and stops on Cermak to add more gas, this time adding more hoping this would be enough ($20.03). She calls me and lets me know. She drives and as she reaches the Midway area, she needs to add gas again because it is almost gone again ($15.00). Finally, she arrives at the dealership and by this time, it has been over an hour of her being exposed to the strong fumes of gasoline and she is running on empty again. She arrives at Mancari's and is told by bystander salespeople, that the truck smells like gas and they proceed to move a car that was in front of her, out of her way stating that it is a hazard. She gets very startled as she had been driving in back-to back traffic and is guided to drive into the service garage. Terry is there and takes her keys and has her wait in the waiting area. She is not there long when they call her that it is ready. Instead of an apology, the mechanic proceeds to ask her who else worked on the truck. She responds that no one else had worked on the truck and he asks her again, who else worked on the vehicle. He asks her several times even though she responds that only they have been under the hood. He proceeds to say that that was not how they had left the engine. He also tells her that she should have never driven because it was dangerous and could have caused a fire. She was shaking and crying and told him that she only drove because he said it was safe. Otherwise, she would have towed it in. Another mechanic stepped up and asked Terry that they should at leave give us a free oil change for our distress. Terry wrote out "free oil change and filter" on his business card but was non-apologetic. The other mechanic, John seemed concerned and led my wife outside and asked her also, if anyone else had touched the engine. She proceeded to tell him that yes, when we picked up the truck, there was a noise and a mechanic took a look at it. He asked my wife what exactly did he do under the hood. I answered his question as I arrived and told him exactly what he did (that mechanic's name was Tony). John then realized that the fuel line to our engine was cut because the engine cover was not placed correctly after Tony fixed the noise issue when we initially picked up our truck. The engine cover caused the clamp to get removed and all of our gas to spill all over our engine and out of the truck. A mistake like this caused all of this stress and dangerous situation. My wife and I were being blamed and yet, Terry never apologized. I was being blamed. I hope John explained to Terry what he discovered really happened. John explained that he would keep our engine cover for a few days to let it air out and asked us to return for the free oil change and we could then pick up our engine cover. This all happened yesterday, June 7th. Our truck smells absolutely awful, and with this Chicago heat, we cannot use our AC because it smells even more of gasoline. This is a strong carcinogen. How can they make all these mistakes, provide awful service from the beginning, try to intimidate my wife and then just offer a free oil change for their mistake? True customer service would recognize the dangerous error, offered to compensate the lost gas that was initially drained (half a tank), plus the new gas that was put in to make it there at their recommendation, and the gas that we had to add once we drove off their dealership ($55.00) plus for our lost work time and dangerous situation they put my wife in as well as nearby vehicles on the road. Instead, they make her feel like she is not welcomed, and blamed for the issue of the vehicle and for driving it though she specifically called to ask if it should be towed or if it could be driven over! I am soooo appalled, disappointed and disgusted and I truly hope no one else is put in this situation ever. I don't know how many days we will have to drive our truck inhaling this gasoline. A customer service person named Amber, called my wife yesterday evening to see how the service was. My wife gave her every detail of our terrible experience and Amber was sympathetic and apologized for what happened. Yet, no offer to compensate for our loss occurred nor have we received a follow up call from a Mancari manager to make things right.
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