Avery Beck

My experience with the Service Center was quite possibly the worst I’ve ever had with any company. I brought in a 2022 Wrangler Sahara with 24,000 miles that had misfired and was showing a check-engine lig the worst I’ve ever had with any company. I brought in a 2022 Wrangler Sahara with 24,000 miles that had misfired and was showing a check-engine light. Ten days passed with no communication from anyone. When I finally reached someone by phone, they had no updates. Another week went by before I received a call saying the vehicle needed a new engine and that they were working to get it covered under the powertrain warranty. A week after that, I was told the repair would not be covered because the vehicle originated from Canada. The cost quoted was $16,000 for an engine replacement. I explained that I was unsure how to proceed and needed to contact Jeep corporate to see whether they would stand behind their product—an engine failure at only 24,000 miles is clearly not consistent with normal life expectancy. I was immediately told that if I was not going to authorize the repair, the loaner vehicle had to be returned right away. I acknowledged this but also said I needed more than 30 seconds to make a $16,000 decision. I asked whether my Jeep was still driveable or if it needed to be towed. I had driven it in, but after three weeks I had no idea what work (if any) had been performed. I was told someone would call me back with that information. Three more days passed with no follow-up call. I then went to the dealership in person to understand the diagnosis and how they had concluded a new engine was required. The first words spoken to me were “Where’s the loaner vehicle?” I spoke with a manager at length. He said the Jeep had set DTC P0300 and that when they removed the oil filter they found metal debris, which pointed them toward rocker-arm and camshaft-lobe failure. When I asked to see the filter, I was told a new one had already been installed. I asked for a SKU number or any other way to verify the claim and was simply told they were trustworthy. It seems odd that during a diagnosis of this magnitude no photos were taken of the metal in the oil filter and no documentation was provided. Just “take our word for it—you need to spend $16,000 on a vehicle with 24,000 miles.” When I looked under the hood myself, I found a consistent layer of dust and no evidence that the oil filter had been touched. I will be getting a second opinion. Hopefully SCDJR Troy was not trying to unnecessarily replace an engine. More

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I always have the best experience here when I come in for service (Not just the best dealership service, but the best customer service experience in general anywhere, stores, restaurants, etc). Everyone is a service (Not just the best dealership service, but the best customer service experience in general anywhere, stores, restaurants, etc). Everyone is always so courteous, kind and attentive. When I called to schedule service, I didn't know that mobile service was an option- AMAZING. Scheduling was so efficient, I actually thought I was working with an AI tool, but it was Avery! :) Luke came out to my house, and was so punctual and nice and he completed an oil change and recall repair in under 30 minutes while I joined meetings and worked from home. The whole experience and service was incredible. 20/10. More

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