Where to start... I'll first say that I have been a
customer of NW Jeep for several years. It's where I leased my Jeep, where I have taken it for service, where I was planning on purchasing said Jeep f
customer of NW Jeep for several years. It's where I leased my Jeep, where I have taken it for service, where I was planning on purchasing said Jeep from, and where I've sent friends and family for their Jeeps and Dodges.
After my experience with the service department over the past few days, I can no longer recommend NW Jeep to anyone due to the unethical treatment I received from John Goodner, the service department manager, and Lalena McKnight, a service advisor.
I took my Jeep in to have factory towing capabilities enabled in the computer. This process has been done by other dealerships for other people many times. I installed the factory hitch and wiring harness as recommend by many Jeep mechanics across the country, and Mopar itself using my VIN. It's a process that has been done successfully using the exact parts I used and the procedure I asked for many times by other Jeep users. I dropped my Jeep off with the NW Jeep service department,who quoted me 1 hour to do this work. The team immediately did not seem knowledgeable about the procedure. They took 5 hours while I waited in the lobby with no one updating me on the status.
After it was done, I tested the trailer light connection and was not getting any power. I went back inside asking Lalena if they had tested the fuses specific to towing in the fuse box for power (there are 6 of them), as this would indicate if they had activated all the right things in the computer. I was met with immediate attitude. She directed to me to John, the service manager, who went completely went off on me and started from a position of defensiveness and condescension. He told me they were not responsible for verifying the quality or accuracy of their work. I told him to please test the fuses because they would be receiving power had the job been done correctly. He told me that "if I know so f'ing much about the procedure, then I should just do it myself". After about 10 minutes of back and forth, he decided he would test the fuses and keep my Jeep overnight. He told me if I was wrong, I would pay for it.
I received a call from Lalena the next day saying I "used the wrong wiring harness" and she told me "the parts guy said I needed to use another wiring kit". The wiring kit she quoted is for non-Trailhawk models, as 2019+ Trailhawks were updated to have the required tow wiring all the way back to the rear hatch. This is confirmed by another Jeep dealer and the official Mopar wiring diagrams. The harness, however, was never the point of this extra day they took with my Jeep. They were supposed to test fuses and they didn't, instead choosing to focus on the wiring harness "being the wrong one" because it gave them a way out of not doing the job properly.
I picked up my Jeep today, was met with more attitude at the service counter, then they charged me for keeping my Jeep overnight and coming up with ways to scapegoat me, so I took it home to test the towing fuses for power myself. The 6 fuses do NOT have power to them, indicating that they did not do their job or perform the work I paid for, and the wiring harness I used has nothing to do with this fact. They seem to be unaware of this well-documented procedure and parts used for it.
If you need service done, I would STRONGLY recommend not going to NW Jeep and dealing with their utter disdain and sheer lack of respect for their customers. Where I'm from, the customer's concerns are priority and an utmost level of respect and professionalism needs to be maintained. You will not find this at NW Jeep. Even if the work had been done correctly, I would still be writing this review due to the unethical treatment I received from the service department.
There are many other Jeep dealerships in the Portland area. I have been in contact with another dealership who is friendly, willing to squeeze me in for an appointment, and is knowledgeable and able to do perform the work NW Jeep could not.