I have an extended warranty I purchased with my brand new
Jeep Grand Cherokee in 2015. During my most recent service on 7/14/21, service department staff argued that I did not in fact have a 60k service chec
Jeep Grand Cherokee in 2015. During my most recent service on 7/14/21, service department staff argued that I did not in fact have a 60k service check up, and my extended warranty covers no such thing.
While waiting in their waiting room, I pulled up my own copy of my extended warranty from Mopar’s website and brought it back out to speak with the service department staff. Turns out, I have been taking my vehicle in for the past 5 years and they have never had a copy of my extended warranty on file, even though I bought the vehicle brand new from a certified Jeep dealership, have mentioned the warranty at every single subsequent service, and have a copy of it in my glove box. At this service, further showing that they had no idea about it, the service department staff even asked me to email them a copy of it so they could have one on file.
I am beyond frustrated at this point, now knowing that my vehicle has not been serviced per the terms of my extended service contract. I did not receive any call back from a single employee until I was sent an email survey on 7/20/21, where I detailed the experience I am detailing now. I received a call the next morning from Will Grenier, who is the Jeep Service Department Manager. We spoke on the phone in the afternoon on 7/22/21, where Will listened to my concerns, validated them and assured me he would speak with his warranty specialist Denise to review my entire record, all previous service invoices, and would let me know if I was overcharged at any point over the past 5 years so they could issue me reimbursement. He promised me a call back, “before end of day tomorrow.”
It is now 9/2/21, over a month later, and I have yet to receive any sort of contact back from Will Grenier or anyone at this dealership. I have left multiple voicemails and still no return call to offer any reassurance that this matter will be taken care of appropriately. Still waiting for a call back from Will, or literally anyone at this point for a resolution. I will update this review if I get one.