I am writing this review in hopes of saving others some - JGoode
I am writing this review in hopes of saving others some of the stress and aggravation I had with both my Jeep and dealing with Dutch Miller Chrysler Dodge Jeep Ram (DMCDJR) on a minor warranty repair that took nearly 3 months start to finish!
In August 2021 I purchased a new Jeep Grand Cherokee L Summit Reserve. Leading up to this purchase my wife and I explored several mid to high end import SUVs (BMW X5, Mercedes GLE 350, Volvo XC 90 & Audi Q7). All were in close price range and similarly equipped to this Jeep but we chose Jeep because it was American made and thought that would be an edge in service and parts. I never expected to test this theory.
On August 17, 2023 the Jeep’s gear selector knob refused to rotate out of park. Roadside assistance was called and it was towed that evening to DMCDJR. I spoke later that day with Svc. Advisor Tommy and he saidhe was waiting on a hole in his schedule to look at it and most likely it would be the following week. The next week I checked back multiple times being told they hadn’t had any openings and were waiting on a cancellation in order to work it in. Into the 2nd week I finally had to ask to be scheduled for fear this waiting game would just keep pushing us further down the line plus we had to keep renting a car for weeks at a time and a timeline would help us better plan. Miraculously Tommy had scheduled us that day for an opening several days later.
By the 3rd week they had at least diagnosed the problem saying it needed a Valve Body/TCM Assembly. Several weeks went by with no movement. Eventually they located the part and had it installed but it did not fix the problem. Fortunately I called the day after to find this out and when I asked what the next steps were I was told they were trying to reach a Jeep engineer for better guidance.
Finally an engineer made contact with DMCJR and told them the replacement Valve Body/ TCM Assembly was “probably” bad and to order another one. Several more weeks went by, and my calls to (DMCDJR) grew from weekly check-ins to twice a week, to every two days or more. Eventually I got an email from Jeep cares that my part had been delivered to DMCDJR. The next day I called Tommy who confirmed it had arrived and I was next on the list (I was always next on the list). Each day that week I called to check in and got one story after another as to why my part hadn’t been installed. The best was early the following week with no movement, I was told they were going to get me in as soon as they got a part in for another car having a transmission repair. Perhaps foolishly I asked why we were waiting on some other guy's parts and that it seemed they could get to mine while waiting, only to be told the other car was up on their rack and couldn’t be moved.
Finally I received the call the Jeep was ready. To add to this insanity I was told that when they installed the 2nd Valve Body/ TCM Assembly the day before it didn’t fix it either and that they had called to start the engineering request over but almost as an afterthought their transmission guy ordered a replacement electronic shift module, which Tommy said was cheap and easy to get, received it that morning and it fixed the problem. While relieved to get it back, I was even more furious that the Jeep had been down a whopping 84 days and they could have had the part in 24hrs if they’d have diagnosed it correctly.
This whole process was insane and I wouldn’t wish it on anyone. It cost us a fortune to rent cars over this period and it felt like every time we called we were told something to pacify us but that there was no real plan or timeline (and it was always us calling them, I think in the nearly 3 months our Jeep was at DMCDJR, I got no more than 4 calls from them). I traded that Jeep less than 24 hrs after picking it up from DMCDJR and will never buy another Stellantis product or anything sold or serviced by Dutch Miller. Caveat Emptor!
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