Joel Schwerd

dated 3/8/2024 - Over the past three weeks, Moore has had my Grand Cherokee for about seven days to diagnose and fix a vibration problem that happens at around 1500-2000 RPM. The first three days spent there my Grand Cherokee for about seven days to diagnose and fix a vibration problem that happens at around 1500-2000 RPM. The first three days spent there, the diagnosis came back that the fuel system had excessive carbon and needed to be cleaned. It was stated that that would fix the problem. It cost $450 and did not fix the issue. They also tried to sell me on a spark plug change and brake fluid flush for over $1,000. The spark plugs would have been 25,000 miles to early and the owners manual schedule says nothing about flushing the brake system. I declined those services and I'm glad I did. A few days later I went back and took the service writer, Joel, for a ride and demonstrated the vibration. He agreed there was a problem. The car went back this week and the diagnosis was bad motor mounts. My extended warranty would pay for it with $100 deductible. After four days in the shop, I was told that the replacement motor mounts did not fix it, but that the shop would take care of the deductible. So now I'm out $350 for the fuel system service that did not fix the issue. I told the service writer I wanted my $350 credited and then spoke with Jake the service manager. He said he was sorry Joel told me the fuel system service would fix the vibration. He said they would not credit me because it is "recommended in Arizona" to clean the fuel system because of the local gas. The owners manual schedule says nothing about cleaning the fuel system ever. So now I'm out $350 for a service that did not fix the problem and Moore won't do anything about it. Needless to say, I am quite angry and have lost any trust I once had with this service department. Watch out for the upsells for services you probably don't need. More

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