WORST DEALERSHIP EXPERIENCE ever. - sunflower19co
WORST DEALERSHIP EXPERIENCE ever. I live in Flagler Beach, let me start there. I went to this dealer 8/29/2023. I own a 2022 Jeep Grand Cherokee with less than 36K miles which I bought New- not from Flagler CDJR ( I bought it when I was up north last year) but brought my Jeep in to service with Flagler CDJR last week. I had an issue with my Right Rear Window Trim Panel falling off the Jeep. It would be covered under warranty since I am under 36k and I am also having some issues with my trans acting up. I drove into the Service lane. No one came out to greet me. I walked into the Service Dept & a young man asked if I had an appt. I said no, but here is my situation- explaining about the panel (did not even get a chance to discuss the Trans Concern). He asked if I bought it there- I said no but does that matter when it comes to servicing my Jeep? ( This young man had no idea I have been working in automotive on the dealership sales as well as service side since 1998). He said yeah, and since you didn't buy it here I'm not sure we can help. I stated that it is under FACTORY Warranty and I should be able to take it to any Jeep dealer in the U.S and have work done. He said that panel probably isn't under warranty. Stuff like that falls off usually happens when you take it through a car wash!???? I said to him, I bought a $53,000 Jeep, this is my 3rd one owning and are you telling me I can't take my Jeep through a carwash? Do you want to even look at it? There is no damage to the Jeep, it literally fell off while I was driving. He asked me if I had the part that fell off? I said NO, it fell off while I was driving down the highway & noticed it after I parked the Jeep and returned to get into it. He said without the part, we can't help you, have to have the broken one to return it under warranty. I shared that I have been in the car industry a long time, and understand OEM requirements for warranty work. If there is an explanation in the return rarely do you have an issue with reimbursement from the manufacturer. HE SAID " Yeah well Covid changed alot of things from factory warranty work". WHAT????? I could not believe he seriously tried to use COVID as a reason NOT to service my Jeep! I was so disturbed I left and immediately called the 800# for Customer Service for JEEP. In talking to the representative, he in fact told me yes, this part & issue would in fact be covered under factory warranty, he apologized for the experience at this location & asked where else I'd want to take it. He told me I could take it to a CDJR dealer ANYWHERE. He gave me a case#. I took it to a store within 30 miles. Pulled up, was greeted immediately, asked what I was there for, without telling them I even had a case # with Jeep, they ordered the part, scheduled me for a service appt for the following week to look at my Trans & install the new panel to the trim and will put me in a loaner car while they do so. THAT is the type of SERVICE Customer Service Flagler needs to learn. This wasn't my 1st time experiencing this with them either. On a previous visit, I brought in my Jeep to have them look at the rear hatch because the motor wasn't working to lift & close it. They told me they couldn't get me in to even look at it for 2-3 weeks, and the part probably wouldn't be covered under warranty. I called New Symrna CDJR as soon as I left Flagler. They asked if I could bring it in @ 2pm that day, which I did. It was in fact the motor to the lift gate, they didn't have the part in stock but sent a driver & got it from another local dealer who did, it was covered under warranty & it was all done same day.
I will NEVER EVER GO TO FLAGLER CDJR Service Dept again. They should be ashamed of how they run their service dept & treat customers like they do AND the Owner & General Manager should re-evaluate their staff as they are losing service customers because of it.
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