Our first experience with the Olympia Jeep dealership (part of the Bruce Titus Automotive Group) was when the starter went out in my 2009 Jeep Grand Cherokee Limited at our home in DuPont.My Jeep currently has an Extended Warranty and most things on it are covered. While it was there, we got a call from the service manager complaining to us that they had to wait on hold to get authorization from our warranty provider. We weren't quite sure what to make of that. We also had to be the ones to call to see when our Jeep would be ready to be picked up- when we did call they said it was complete a day or two prior and somebody must have forgotten to let us know. Additionally, we asked the service department to please let us know about any other findings from their 120-point inspection and, if they found something, to go ahead and fix it because the Jeep is under warranty. We said this several times.
After WE had to call to see if our Jeep was done, when we went in that evening to pick it up, the service tech went over our paperwork with us and noted that the only thing they fixed was the bad starter. He also noted that the transmission fluid was low and we asked if they topped it off- he didn't know so he had to go back and ask. They also failed to let us know to bring our other key to get re-programmed, so that was left at home, requiring another trip down there. The only other thing that was pointed out to us in all of the paperwork was that we should consider getting our brakes done in about six months or so.
While there, we explicitly asked if there was anything else wrong with the Jeep that they found that needed to be fixed. We were told no, that we were "good to go." With that in mind, we drove the Jeep across the state to Spokane for the holidays. While in Spokane, on an icy mountain road, the Jeep let our a huge bang and the front wheels locked up- literally almost resulting in my husband going off the side of the road and down the mountain. So the day before Christmas Eve, we had to have the Jeep towed to the nearest open dealership to be fixed.
The dealership in Spokane noted that the front differential had failed- and we thought this was odd, seeing as the Jeep had just been in the Olympia dealership. After paying a small fortune out of pocket for a rental car on Christmas Eve, when we got home, we looked at the paperwork from the Olympia service department. At the very bottom of their paperwork they noted several seal leaks- that were NEVER brought to our attention. They also noted our front differential as red- meaning it needed IMMEDIATE attention. Again, this was NEVER mentioned to us as an issue, even when we called and asked AND when we went to pick up the Jeep. Their lack of attention to detail and communication almost resulted in my husband and father-in-law losing their lives. We would never have taken the Jeep from them that night, much less driven it across the state, if we had known there were ongoing issues that needed to be fixed.
After seeing this, we immediately contacted the dealership. Michael Titus reached out to us and let us know that this had never happened before and that he wanted to do everything he could to make things right. We expressed to him that we would be interested in looking at getting a new car, potentially, but that we would need to trade in my current Jeep and that we weren't in a financial position to take a large amount of negative equity. He said he understood and that he just wanted to make sure we were taken care of. After test driving a few options, I was pretty insulted when it came time to look at the numbers they gave us; I guess Michael Titus' idea of "taking care" of a family his service department almost killed is $5500 in negative equity on our trade-in and a mere $2000 off of a full-price MSRP. The monthly payments for a downgraded model Jeep were more than double what my current monthly payment is.
In addition making false promises about getting us a "good deal" on a comparable Jeep, we also have yet to get reimbursed by Olympia Jeep for the cost of our tow, the rental and the deductible we had to pay for the repair that was necessary due to their service department's negligence. My Jeep is still currently sitting at the Jeep dealership in Spokane; Mr. Titus said he would arrange to have it picked up and delivered back to us, but that also fell through and now we need to make the trip ourselves. He said he would send us a gas card, but again, that has yet to make it to us.
If you've made it through this whole post- my recommendation is to stay away from the Olympia Jeep Dealership, which is part of the Bruce Titus Automotive Group. Their service department is absolutely negligent and dangerous and Michael Titus feigns concern when really, at the end of the day, his profits and bottom line are more important than the lives of his customers. Suffice it to say, we will never again step foot into that dealership.