2015 Jeep Grand Cherokee, purchased new at and serviced by Tom O'Brien Chrysler Jeep Dodge Ram, US 31 South, Greenwood IN
Vehicle was in for 3 things: Recall Issue, Drivers Side Strut Replacemnet and to have a Body Issue assessed.
Advance appointment was made and vehicle was dropped off on specified date first thing in the morning with the understanding it would be ready for pick up by end of business that same day.....it took 3 weeks.
The recall issue was addressed and corrected same day as it was a software update. The dealership had to take photos of the body issue and submit to Jeep for approval, was told this process should take 1 to 1-1/2 weeks just for them to hear back from Jeep and they would then need to call and let me know. The strut issue took 3 weeks.
From day one it was my responsibility to check the status of the strut repair, customer service being non-existent. It has always been my understanding that part of a Service Advisers duty was to keep the customer informed and up to date on status.
Repeated daily phone calls and even a personal visit into the dealership to speak with the Service Manager did nothing to rectify that situation. A simple statement of "we will need a week to make the needed repairs would have sufficed, or at least bought 7 days of understanding on my part, however, it went on this way for 3 weeks.
It would erroneous of me to say no calls where made on their behalf as they did make one or two. One even to say "we will be working Saturday to make sure this repair gets finished, something that never happens"....or so I was told. Guess what? It didn't happen, and again no call letting me know one way or another.
As to why it took 3 weeks for a strut replacement (that originally should have taken a day) on a 2015 Jeep Grand Cherokee? I have no idea. I was told a few things in my many, many calls...."your Jeep has a new strut we have never replaced, we don't have the right equipment......"we took it to our other dealerships, no luck"....."our equipment is broken, we are waiting for a a part to repair it"...."we ordered a new spring compressor, let us get it mounted to the wall and give you a call".
No matter what it was, there was little to no communication initiated by the dealership, which in turn hurts any future credibility.
After this experience I began to look at other reviews and came across quite a few noting this very same issue with lack of communication, bad customer service. Of these, almost all had a response from the G.M. stating to the likes of "this is so unlike us, we will do better"...."we strive for 100% customer satisfaction, please call to discuss further"...."this issue has been resolved"
To me, this is an ongoing issue that no one is concerned with, addressing of resolving, which is sad.
Customer Service, however basic, is a core value. Figure it out or lose longtime, repeat customers.
Interesting note: As of this post, it has been over 2 months and I am still waiting on the call about the body issue.