I am so freaking sad to let you all know how let down I am. I absolutely love my jeep, and wouldn't take back a single thing I said about my buying experience. If you do plan on buying your car here, plan to get service elsewhere.
The service department is an absolute joke. I brought my jeep for its first oil change back in October and mentioned some super minor rust in the door wells, no problem they cleaned it up and re waxed it. Fast forward to February 4th 2021, my 2020 cherokee is completely covered (plastic panels and all) in rust. Obviously cars will get damaged from road wear eventually, but I think its pretty reasonable to expect that my 6 month old 11k mile car should not have rust on every panel on the car. So I call the dealer for help, the service person (Keith -always very kind) surprised as I am, asks me to send him some photos and tells me he will speak with the service manager and get back to me. February 8th rolls around and I haven't heard back so I call to follow up. I assume at some point they will want to see it for themselves and am not expecting any immediate answer. After being 'disconnected' 3 times, Kelly the service manager tells me she is going to need to see the car in person and she will look into the manufacturer warranty ( from reading other comments about her, I'm learning this is her go to avoidance in taking any responsibility for anything) no problem, i'll drive the hour to you so you guys can see. I'll even get a touch less car wash down the street so you can easily see the damage. Keith is working on the 8th, takes some photos and tells me he thinks it may be something called 'rail rust' and recommends I go buy some special soap and wash it off my car
........ I'm not okay with that and he promises again that the service manager will be in touch.
It is now February 15th, and you guessed it, no return call. I reach out once again and Kelly has every excuse in the book. she starts by telling me that it's not under the manufacturers warranty and considered road wear so therefore she cannot do anything about it. She adds that this happens with car washes and I should not bring it there(the car has been through 1touchless car wash. 1.) I am very forward with Kelly in telling her that not only do I still have this problem of my 6 month old (now 12k mile) cherokee being covered in 'rail rust' but now I also have a problem with the service (or lack there of). Kelly tells me its not her fault she didn't call (twice) because people are out on vacation and she has no time. I have had plenty of time waiting for some type of resolution to do my own research and I have learned that I am having this problem because the detail when I bought the car was not done properly for a white vehicle. I tell Kelly she can find me a solution or I can find my own and I was make sure that I no longer recommend this dealer. Her response is that "she personally did not do this to my car and I can say whatever I want about the service but it wasn't her fault it happened" .....
yes Kelly, you personally did not put rust on the car, however it IS your responsibility to resolve the problem, and if you don't like that then perhaps you should seek a non managerial position.
Kelly tells me I can take it up with the sales supervisor and proceeds to connect me to the WRONG PERSON. He then sends me to Dale, the dealer manager who (the poor guy) has no IDEA why im upset, that im even mad, or what has been going on. Why wouldn't Kelly take 2 minutes to walk to Dales desk and tell him what is happening so he's not completely blind sided?!
Dale seems like a nice guy, tells me he will look into it and makes a commitment to a time frame he will contact me back. Dale follows through, communicates clearly and offers a solution the next day. He tells me he's reached out to other dealers and has a plan to get ride of it on white paint.
I bring my car in on February 23rd, they give me a loaner, and I'm on my way. no discussion about the service issues (?)
Dale contacts me back on the 24th, my car is "immaculate" and ready for pickup.
Today, 25th, I drive and hour back to get my car. the service department exchanges not one word, hands me my keys, doesn't offer to look the car over with me.
wax on the plastics, rust still in the panel creases, a filthy layer of dust on everything (i did NOT bring it to them this way) water lines, wax on the steering wheel.... I mean literally w.t.f.
apparently I signed some invisible contact that buying a jeep meant I should not care about the appearance of my car.
I'm a pretty easy going person and I happen to be a customer experience manager for a large retailer,so I know exactly what I should expect and the challenges of a business when it comes to timely communication.
I've owned 5 white cars (one of them a 98 white grand cherokee) and not one of them has ever had this issue. they definitely get rust with age and on white it definitely shows. Thats not the problem I am having. The problem I am having is a poor detail when I bought the car, and a lazy and unaccountable service manager. Turns out a friend of mine is having the same issue with thier 2020 white jeep wrangler.
Honestly, I'm just so disappointed. We are ready to buy a pickup and I still have Steve's card in my wallet because I was planning (even after all this) to purchase there next month. Now that I see what 'immaculate work' has been done to my car, there is absolutely nothing that will bring me back to this dealer... sorry Steve, if you find yourself employed at another dealership please let me know.
I'm now left to go foot the bill to have my car detailed AGAIN and ALL of the rust removed.
Too good to be true I guess.