One of the worst dealership experiences I've had. - Jeep Driver 530
One of the worst dealership experiences I've had. I'd brought my 2017 Jeep Grand Cherokee to a local shop in South Lake Tahoe, which had run diagnostics and tests on the issues. They unfortunately did not have the software to correct the problem and told me a Jeep dealership would be the only folks capable of fixing the error messages that were popping up. I scheduled a 9:30am appointment for a service. I waited for 20 minutes or so before being brought in to talk with a service advisor in person. The previous shop had given me about 6 pages of notes & a synopsis to give the service people at the dealership to give them some insight into the problems it was having. The service person I worked with was on his phone half the time and at one point, as I was talking says "sorry, I was distracted by this message" pointing to his phone. He obviously didn't listen to what I was saying. He also didn;t take the 5 pages of codes the other shop provided me. I should have asked for the service manager right then. I live in a completely different town at the top of the mountain, about an hours drive back to the dealership. I'd explained I would be in between spots that day, so if it was ready, I would drop by on my way back home. I asked for an ETA of when I would hear from them. He assured me by 1pm I would get a call with an update. By 3pm, there was no call. So I called them back. He told me he would check with the tech and give me a call back. Nothing. Then another 2 days went by, it was now new years eve and I knew they would be closed for the holiday and possibly the following day. So I proactively called them. I asked for the service person I'd worked with. He didn't even remember me or my car. He said he'd go talk with the tech who worked on it. He calls me back 10 minutes later and tells me there is nothing wrong with my Jeep. He says they drove it for 75 miles or so, the check engine light never came on and it didn't have a rough idle. The funniest part about that is, had he listed to me in the first place, or read the extensive notes I'd brought him, that was NOT the issue they were looking for. It was the codes being thrown for the stop/start system not working correctly. He told me that it didn't throw up any messages for the tech. Which is an absolute bold face lie. I got in my Jeep after them charging me over $200 to do nothing to it. I got in my Jeep and the first message that pops up is a start/stop system error message. I figured I would let it go and never return here. Sometimes not having to deal with incompetence and walking away is the best move. I ended up talking to the first shop again and they agreed that their work down at Carson Jeep was horrible and sounded like it barely got looked at. The Jeep ended up getting much worse after about 3 weeks. So I decided to call the service manager Don. I left him 2 messages (non emergency) on his work phone and still haven't heard back. I finally decided to have it towed to somewhere other than Carson. I will never go back to this dealership even if it costs me twice as much to have it towed somewhere that actually cares about their customers. I feel like they scammed me out of a couple hundred dollars down here and could care less about the time of mine they wasted. I should've taken the advice of the 4 people who'd told me it was a mistake to gop down there in the first place. Bottom line, don't take your car here if you need something fixed. They'll be really nice to your face and can sell their service well. It's the after care and communication once they have your car that is horrible. Seems to be a running theme in the reviews as well.
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