Earnhardt Chrysler Jeep Dodge Ram

Extremely disappointing experience: a serious safety issue remains unresolved, and I am stuck with a $900 rental bill after poor communication and a lack of accountability. I brought my 2023 Jeep Wag issue remains unresolved, and I am stuck with a $900 rental bill after poor communication and a lack of accountability. I brought my 2023 Jeep Wagoneer to this dealership after 2 incidents in which it unexpectedly stopped and shifted into Park while driving. During the 2nd incident, I was turning left onto a main road when the vehicle stopped in the middle of the road. My baby was in the car, and we could have been T-boned by oncoming traffic. The dealership could not duplicate the problem. I suggested several potential causes to investigate, but was never told whether they were evaluated or ruled out. When I dropped off the vehicle, I was told the issue would be escalated to a Chrysler representative who would be at the dealership the following Tuesday. On Oct 7, the dealership said there was nothing further they could do and that I should pick up my vehicle that day or the next. I then escalated the matter to Stellantis. On Oct 8, I told the dealership that Stellantis had escalated the case, instructed me to leave the vehicle there, and said a case manager would contact the dealership within 1 business day. The dealership thanked me. They did not mention that the work order had been closed on Oct 7 or that no further work would be done, and the subsequent implications. I understood Stellantis's involvement meant the dealership would continue working toward a resolution with the manufacturer's support. Instead, my vehicle remained there for about 2 weeks without further work. I did not know the internal technicalities that original work order was closed or that a new one had not been opened to continue investigating. Communication was unacceptable. Between Oct 1 and Oct 19, I sent at least 8 follow-up messages or questions seeking updates and confirmation of the escalation. I often had to follow up after receiving no response. I was left chasing the dealership for answers and coordinating between the dealership and Stellantis myself. The rental situation made this worse. Every time I spoke with a Stellantis customer service representative, I specifically asked whether I should keep the rental, and was told yes. Neither Stellantis nor the dealership told me I would be responsible for the charges if the work order was closed. When I went to pick up my vehicle, the dealership told me by phone that they had spoken with Jeep and confirmed the rental would be covered once I submitted the invoice. I submitted the $900 invoice, only to be told reimbursement was denied because the dealership had closed the work order. I repeatedly asked the dealership to identify who they spoke with at Jeep to confirm reimbursement. They have now stopped responding to those requests. I would not knowingly leave my vehicle there for 2 weeks with no work being done while accumulating a $900 rental bill. The dealership knew my vehicle was there and the work order was closed, yet never told me no further work was happening or that I was accumulating rental charges. Customers should not be financially responsible for lacking visibility into, or being expected to understand, internal administrative procedures, work-order statuses, or manufacturer processes. I relied on the dealership and Stellantis' words in good faith, and am being rewarded with a $900 bill. I understand intermittent vehicle issues can be difficult to diagnose. What is unacceptable is the lack of follow-through and communication, and leaving a customer responsible for $900 in rental expenses that could have been avoided with basic communication. This experience has completely eroded my confidence in this dealership. Given the handling of a serious safety issue, repeated lack of communication, and refusal to take accountability for the overall rental expense, I would not recommend this dealership to anyone. More

Laura did an awesome job helping me complete my lease buyout. She answered all my questions and made me feel welcome. buyout. She answered all my questions and made me feel welcome. More