My 2015 Jeep Wrangler was brought in for odd noises coming from the engine bay. The service advisor assigned to me was Chris Keddington. It was dropped off on Wednesday at 7:25 AM. At approximately 5:30 PM, I called for a follow up. I received no answer but instead a text from Chris advising that he would need another 45 mins to an hour for the technician to determine the problem. At 6:45 PM, Chris called and advised me that they found the source of the noise as it was a missing bolt along with a busted shock. He said that he would contact my extended warranty company to see if it would be covered. However, he had the part and could get it done the next day.
The next day (Thursday) I followed up again for an update. He stated he didn't hear back from the extended warranty company. I proceeded to look into my warranty myself and determined that this wasn't covered. I assumed this was the case from the beginning, however Chris stated that sometimes those items are covered. Now that I confirmed this was an out of pocket cost, I asked Chris to replace both shocks and had inquired if it would be smart to do all 4. He advised me that wasn't necessary and the two would suffice. I also asked being the vehicle had a 2' lift if he recommended going with a heavier duty shock. He stated it wouldn't be necessary. He stated that it would be completed on Friday. The cost estimate was approximately $650 for OEM replacements with labor.
Friday afternoon, I again called for an update. Chris stated that he put some thought into it over the night and thought he would speak to Nathan Grizzoffi as Nathan is a Jeep buff and would better know whether the shocks should be upgraded. However, Nathan wasn't answering his phone or texts and had odd hours so it was difficult to get a hold of him. Chris stated he would follow up once he made contact with Nathan. At this point, I advised Chris I was starting to get annoyed with the lack of follow up and I needed my vehicle back sooner than later, especially being it was just shocks.
Needless to say no contact was made until Saturday morning at 9:20 AM. At this time, Nathan had contacted me and advised that Chris spoke with him regarding my situation. Nathan was very knowledgeable and understanding. He advised me that they would order me aftermarket heavier duty shocks and that labor would be 2-3 hours as is standard by their book. He stated that they would only charge me actual cost of the parts plus labor. He said I was looking at around $800 now with the heavier duty shocks. Nathan stated sometimes they have them in stock and possibly my vehicle would be completed by the end of day. If not, they would get the parts Monday and could complete it then.
Late Saturday afternoon, I received a call from Chris advising me that the heavy duty shocks Nathan wanted to order me were no longer available. Chris went on to say that they will need to order me a comparable set on Monday.
Monday morning I called and left a message at 9:30 AM for Chris. By 11:30, I hadn't received a call back so I personally went down to the dealership. I requested to speak to Chris, however he was out in addition to be out the rest of the week. I was seething at this point and asked for the Service Manager. The Service Manager Jon Campbell began to research my open repair ticket. While investigating my work order, another adviser had contacted Nathan for an update on my parts. After a few minutes, they determined that my parts were at 4Wheel Parts, but they didn't have anyone available to get them. I explained my frustrations and stated well someone needs to go get them because it is pushing a week that I am without my vehicle and I am getting a run around. Jon stated he will have someone go get them and begin the repairs today. I indicated that I want a call with the pricing on the service order as I wasn't even informed what brand shocks they would be giving me. I advised Jon that I was supposed to be paying about $800, pay exact cost with no markup on cost per Nathan and Chris, and I had their 10% discount from their website. I requested a call with details and billing total prior to repairs being done.
While waiting for a call back from Jon, I contacted Nathan via text and inquired what brand shocks they would be using. He informed me that would be Rubicon Express. I requested the model, but never received a reply back. Jon finally called me and stated the repair cost would be closer to $900 which included my 10% off coupon. I inquired about the cost and he stated it was about $100 per shock. Then the labor was going to be 3.1 hours. I advised Jon to begin repairs as I wanted to research what I was getting and see the reviews on the product. Something wasn't right about the cost which prompted me to do some research.
I contacted 4Wheel Parts directly myself and inquired about my vehicle and the most expensive Rubicon Express shocks that they make for my specific vehicle application. I was told the cost to the consumer is $81.99 per shock. Now I am sure that the dealership gets them cheaper than that, but that is close to another $20 per shock markup after being told I would receive it at cost. When confronting Jon on my call back, I got the excuse of it being the parts department doing the increase. I informed him that you know you guys have dropped the ball consistently, shouldn't you have made sure this service failure didn't continue to get worse? You have lied and changed prices three different times, communication is non-existent, and now you are marking up parts that you commuted to not doing.
Please do yourself the favor and go elsewhere. There are plenty of Colorado dealerships that would appreciate your business and treat you appropriately as you should be. This place would get zero stars if I had the ability to do so. I do not want a handout or anything for free, just honor your word and please font keep people's vehicles needlessly for any extended period of time. Their practices are unprofessional and don't deserve a dime of your hard earned money.