I'll start this review by saying the Sales team here was great. The process of buying a vehicle at this dealership is phenomenal. It was easy, and painless, and all around good experience.
Now- the most unfortunate thing about this location is the Service Department.
I purchased a 2018 Jeep JL Wrangler on June 30th. And within 2 weeks the vehicle wasn't starting and the check engine light came on. The fans wouldn't shut off in the car, and the auto start/stop function didn't work at all. I called the dealership and they informed me that there weren't any appointments for about three weeks.
On August 7th, I finally was able to get an appointment to bring the Jeep in. I was driving it for around 3 weeks with the issues all occurring, but they told me it would be a safe ride even though the car stranded me multiple times where it would not start.
I dropped the Jeep off on the 7th and received a loaner car. The car was absolutely filthy with garbage bags, half eaten food, and it smelled like cigarettes. When I said something prior to departure, they laughed and told me " I don't know what to tell you".
A week passed before I heard anything from Merrick. I had to call them to get a status update. When they called me back, they said they couldn't recreate the issues (that the car had when I dropped it on the 7th) and that they "resealed a coolant tube" and that was it.
I went to pick the car up the next day. When I went outside to get in it, the car sounded like it was overheating. The check engine, electronic throttle service, and auto start stop failure lights were all on, and the coolant temperature gage was below zero. All of the problems I had dropped it off a week prior to were still happening.
My husband went back into the service department, only to get a nasty reaction from the technician who kept interupting him with an attitude saying that the "car wouldn't start and the battery was dead". When the Sales Manager, Keith, came outside with the list of codes the computer pulled up, he clearly saw that there was an issue still with the car. We took the loaner and left again.
Two days later- still no update from Merrick. I had to call again. They couldn't figure it out and had to call me back. The Service Manager called and told me that they had no idea how to fix the problem and had to open a case with jeep. He was going on vacation the next week, so he hopefully would have an answer.
I called Jeep Corporate who proceeded to open my VIN number and blatantly tell me that Merrick did not open a case, and that there was nothing in the file on that car. They told me to go into Merrick and cause a scene and that's how this problem would be fixed.
Two weeks later and the car still is not fixed and they don't know what to do. I called again today (clearly before they call their customers) and they actually said that I "picked the car up last week". When I finally was forwarded back to the Service Manager, he said that they didn't know why Corporate would say there wasn't a case open, and that he still didn't have a solution for what was going on with the vehicle.
This truck has 1000 miles on it and its a month old. This is completely unacceptable. I would have 100% purchased another car from Merrick, but this Service Department really ruins the entire experience. Go elsewhere with your vehicles.