I called on December 22nd with an issue where the car... - se_wilbur
I called on December 22nd with an issue where the car would not shift in to gear. As I had an extended warrantee I purchased through Papa's with the vehicle, I had to call someone else to get the issue taken care of...weird. I called as instructed and had the vehicle towed the same day to them.
After hearing nothing by late the next day I called and they had to go find the car. No one could even verify it had gotten to them. They were to call me back, again nothing so I called back again. I had also asked about a loaner while the car was in, i was told they don't have loaner cars available.
(Without going into how extremely calling the service department is, EVERY CALL GOES TO VOICEMAIL AND NO ONE RETURNS MESSAGES!!!
They let me know parts had to be ordered but they would be in the following Tuesday.
On Wednesday since I had not received an update I called to see if parts had arrived. After calling multiple time and of course no return calls from voicemails, found the parts arrived and the vehicle would be ready late the next day.
SUPRISE, no communication to let me know if the vehicle was finished and no return calls when I called late in the day. I finally reach someone on Friday after leaving pointless voicemails telling me that this is a huge job and it will be ready tomorrow. Again, no answer the next day so I waited until later on Monday to call, leaving more voicemails.
After the lack of follow up and the voicemail drama, I called Jeep and lodged a complaint and I did get a call later in the day telling me the vehicle would be ready the next day and they suddenly want to give me a loaner...apparently they do have loaners.
The next morning I get a call from a new service tech taking over the account wanting to know what needs to be done!!!!
The car was ready later that day and I did get a call from the Dealership Manager and Service Manager after I emailed in apologizing.
95% of calls roll over to voicemails which no one returns is extremely frustrating to a client and entirely unacceptable.
I also have an issue that the service techs would not answer questions about what was being done, if the work was started etc....
In researching the Service Department, my experience was not an isolated one. It seems they have a track record of poor service on the Service end of the business.
I will not be returning to purchase or for service.
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