Have a Jeep Grand Cherokee Limited 2014.
I'm having an issue with steering wheel vibration when driving over 65mph. Submitted complaint to Chrysler Group. They called me and advised to visit this dealership for service. Scheduled appointment, came on time at 9:30am. The moment i walked in nobody even said hello, except one girl who is answering phones and doing administrative work. Service adviser Anthony and other gentlemen were very unfriendly.
I came up to Anthony and asked him what should i do now. He told me to wait so one of their mechanics can go for a road test with me to replicate the problem with steering wheel vibration. From then on i was just standing there in front of them for 40 minutes! During this time nobody said to me what is happening, or how much longer i should wait, or even just to say we are sorry for the wait. Instead during this time, while i was just standing there, they had their breakfast (the whole shop just stopped working), then they ate in front of me, and again all this time for 40 minutes i'm standing there and waiting. This kind of " SERVICE " is beyond any normal rules of how business should treat it's customers! I have never, ever experienced such horrible service and attitude towards customers anywhere! At 10:15am service adviser mumbled that mechanic is on it's way now (while mumbling didn't even look my way). Mechanic didn't come to me, didn't greet, just went straight to my car. From the moment mechanic got into car he without permission just removed all protective covers from steering wheel. During road test with a very nasty attitude he just kept denying that there is any problem, even when i saw from passenger seat that steering wheel was vibrating and pointed out this to him. We came back to the dealership and he walked me up to the service manager Keith. Also no HELLO, HOW ARE YOU? nothing! Mechanic suggested to me and to service manager that maybe they should give one the same cars they have to drive, so i can compare if it's just my problem or its general issue with all Jeep Grand Cherokee 2014. He said the no, they don't have any cars to give for a test drive (This is Jeep, Doge Dealership). I asked how can it be? Don't they give cars for a test drive to potential customers? He said nope. So i asked what else can they do to try to diagnose the problem. He said nothing. Mechanic said there isn't anything abnormal, so nothing else can be done. Then i suggested maybe they can try to check wheel balancing and alignment? He said also nope, no need for that, mechanic said there isn't any problem. This is really unbelievable service! So if i am, a customer and owner of new Jeep saying that i am experience problem with car, it don't matter to them. Honestly i'm outraged with this kind of service. Someone needs to be help accountable for such terrible behavior of employees at this place, and they way they treat customers. After this i spoke to Chrysler representative and they told me to take car to any 3rd party service to do wheel balancing and alignment. I did that, and turned out that all wheels where not balanced correctly, and alignment was also incorrect!
I hope this helps other people who are thinking of buying Jeep or Dodge. Please keep in mind that not only you may get stuck with not so great car, but you'll have even worse service and customer service experience!
I've had for many years Mercedes, Audi, Nissan and Acura, and NEVER experienced anything even close to this.
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