LOST JEEPS :: View topic - Letter I sent to my Stealership

Dear Sid,
If you are really interested in how you guys did, then read on. If not, and you are not concerned about losing customers, then hit delete now.

Actually, I am totally dissatisfied with the repair that was done to my Liberty. Not just this last one but for the past almost 4 years. With yesterday's repair, not only did the tech use an impact wrench on my wheel lock which resulted in the head being sheared off, when he tried to remove the broken piece with a drill instead of the proper tool, he tore up my rim. I have a set of wheel lock removal sockets (the kind you bang on with a hammer and have little teeth in them) in my toolbox and I'm only a weekend mechanic. Why doesn't a tech at a 5 star dealership have a set? Anyone knows you can't drill out a hardened wheel stud without the drill walking all over the place. I didn't even ask for anything to be done on the rear wheels. The KJ was in for the ball joint recall. Which are in the front. Why was he removing my rear wheels to check the brakes? I didn't ask for it AND you can clearly see the almost brand new brake pads just by looking through the huge space between the spokes on my rims.

So, I lost the use of the car for a 2nd day. My ride had to drive me there and back an extra time. I lost a wheel lock which your tech broke and now you guys won't replace. I have to come back yet again to get a replacement rim and wait while it's installed, another day off work lost. Maybe it'll match the other 4 on the vehicle which have been fading for 4 years of sunlight and car washes, maybe it won't. And to top it off, after all the aggravation, you guys charge me full pop for all the services I had done that day. One of which was an oil change. At the VERY LEAST you guys should have at least attempted to make this right by not charging me for the lousy $20 oil change when I was dropping $400! And I still think you guys owe me a wheel lock for the one you destroyed. Granted, it may have been frozen but it's funny that the other 3 weren't and surely there was a better way to remove it. Maybe the head wouldn't have sheared off if the tech hadn't been using an impact wrench.

The last time I was in, you guys overcharged me for a fuel pump because "You had to get it from another dealer." Which was bull because when I scheduled the service I was told it was in stock. When I questioned this I was told there are 2 fuel pumps for my model and you had the wrong one in stock and you needed my Vin# to get the right one. Funny, but all my services have been done by you guys. I bought the vehicle from you. So, I know you have my Vin in your computer system because everytime I come in you look it up and tell me what services are due. You even send me reminder letters. Why didn't your service dept check that out before telling me it was in stock, then it wasn't, then charging me $80 over what you sell it over the counter for? Which by the way is like $40 over retail to begin with. AND you didn't have the rivets needed to put my cargo tiedowns back in so, again, I had to come back another day so they could finish the job. I was told "Just stop in anytime, it takes 5 minutes." When I did stop in the next week I was told I had to make an appt and come back yet again. Why didn't they make sure they had the required rivets when they checked on the fuel pump stock to begin with? Whatever happened to not starting a job unless all the required parts were in stock?

Prior to that I had a clunk in my front end for almost a year. You guys even replaced a driveshaft under warranty to try to solve the problem as well as greasing the slip yoke a couple of times. I brought it in at least six times for various things and each time complained about the noise. It was on the lift several times and the noise never went away. Finally, when I was having front brakes done at Strauss, the mechanic (wow, not even a "Tech") showed me the loose front end suspension components. Funny how after he tightened them, I never heard the clunk again. How did your guys miss something so obvious? Several times?

Going back to when I purchased it, I was told by the salesman that I had LIFETIME free oil changes. Since then, when I've come in for oil changes I've been told various stories by various service writers. Such as "Yes you have free oil changes every 3k miles", "You don't have free oil changes, we don't offer that." "You have free oil changes EVERY OTHER oil change." "You have free oil changes for a limited time but you need the coupons you were given when you purchased your vehicle." At least Sandy in service has been consistent and saw to it that I got free oil changes every other change. Any promise made by a salesperson pertaining to service should be entered right into the service database so it comes up when a service order is written. Wow, what a concept!

Any of these complaints I mentioned above are clearly spelled out on my ROs. And those are just the highlights. All you need to do is pull my ROs to see how much money I've spent with you guys over the price of the KJ and how many problems there have been with the service I've received. You might want to review those.

Those were just the highpoints of the last 3 years of dealing with you guys. I'm mentioning them now because my 7/70 warranty is just about up and I will be replacing the KJ with a new '07 or even '08 Jeep depending on when I sell mine. I WILL NOT be purchasing this vehicle from your dealership for obvious reasons (see above).

In case you think I don't know what I'm talking about service wise I'll give you a little background on myself. My family owns a Yamaha motorcycle sales/service store so I have a passing fair background in sales and service of vehicles. I also belong to a Jeep Liberty owner's group (LOSTKJS.com) with over 3500 members so basically every aspect of the Liberty is familiar to us. Oh and by the way, our group was featured in the '05 Jeep Liberty brochure after we were contacted by Jeep.

I doubt you will be seeing any business from our club members either. With just a modicum of customer service you guys could actually have gone on the list as one of our "recommended dealers" instead.

I'm sending a copy of this email to:
Jonathan Grant
President
Central Ave Chrysler Jeep

in response to his email as well as to Jeep.

Author:	Cacher123 [ Sat Dec 09, 2006 3:09 am ]
Post subject:	Letter I sent to my Stealership - opinions?
In case anyone hasn't been following my saga, it's here: http://www.lostjeeps.com/forum/phpBB3/viewtopic.php?t=15285&start=15 This is a copy of the email I sent to the president of the dlr as well as the service manager: Quote: Dear Sid, If you are really interested in how you guys did, then read on. If not, and you are not concerned about losing customers, then hit delete now. Actually, I am totally dissatisfied with the repair that was done to my Liberty. Not just this last one but for the past almost 4 years. With yesterday's repair, not only did the tech use an impact wrench on my wheel lock which resulted in the head being sheared off, when he tried to remove the broken piece with a drill instead of the proper tool, he tore up my rim. I have a set of wheel lock removal sockets (the kind you bang on with a hammer and have little teeth in them) in my toolbox and I'm only a weekend mechanic. Why doesn't a tech at a 5 star dealership have a set? Anyone knows you can't drill out a hardened wheel stud without the drill walking all over the place. I didn't even ask for anything to be done on the rear wheels. The KJ was in for the ball joint recall. Which are in the front. Why was he removing my rear wheels to check the brakes? I didn't ask for it AND you can clearly see the almost brand new brake pads just by looking through the huge space between the spokes on my rims. So, I lost the use of the car for a 2nd day. My ride had to drive me there and back an extra time. I lost a wheel lock which your tech broke and now you guys won't replace. I have to come back yet again to get a replacement rim and wait while it's installed, another day off work lost. Maybe it'll match the other 4 on the vehicle which have been fading for 4 years of sunlight and car washes, maybe it won't. And to top it off, after all the aggravation, you guys charge me full pop for all the services I had done that day. One of which was an oil change. At the VERY LEAST you guys should have at least attempted to make this right by not charging me for the lousy $20 oil change when I was dropping $400! And I still think you guys owe me a wheel lock for the one you destroyed. Granted, it may have been frozen but it's funny that the other 3 weren't and surely there was a better way to remove it. Maybe the head wouldn't have sheared off if the tech hadn't been using an impact wrench. The last time I was in, you guys overcharged me for a fuel pump because "You had to get it from another dealer." Which was bull because when I scheduled the service I was told it was in stock. When I questioned this I was told there are 2 fuel pumps for my model and you had the wrong one in stock and you needed my Vin# to get the right one. Funny, but all my services have been done by you guys. I bought the vehicle from you. So, I know you have my Vin in your computer system because everytime I come in you look it up and tell me what services are due. You even send me reminder letters. Why didn't your service dept check that out before telling me it was in stock, then it wasn't, then charging me $80 over what you sell it over the counter for? Which by the way is like $40 over retail to begin with. AND you didn't have the rivets needed to put my cargo tiedowns back in so, again, I had to come back another day so they could finish the job. I was told "Just stop in anytime, it takes 5 minutes." When I did stop in the next week I was told I had to make an appt and come back yet again. Why didn't they make sure they had the required rivets when they checked on the fuel pump stock to begin with? Whatever happened to not starting a job unless all the required parts were in stock? Prior to that I had a clunk in my front end for almost a year. You guys even replaced a driveshaft under warranty to try to solve the problem as well as greasing the slip yoke a couple of times. I brought it in at least six times for various things and each time complained about the noise. It was on the lift several times and the noise never went away. Finally, when I was having front brakes done at Strauss, the mechanic (wow, not even a "Tech") showed me the loose front end suspension components. Funny how after he tightened them, I never heard the clunk again. How did your guys miss something so obvious? Several times? Going back to when I purchased it, I was told by the salesman that I had LIFETIME free oil changes. Since then, when I've come in for oil changes I've been told various stories by various service writers. Such as "Yes you have free oil changes every 3k miles", "You don't have free oil changes, we don't offer that." "You have free oil changes EVERY OTHER oil change." "You have free oil changes for a limited time but you need the coupons you were given when you purchased your vehicle." At least Sandy in service has been consistent and saw to it that I got free oil changes every other change. Any promise made by a salesperson pertaining to service should be entered right into the service database so it comes up when a service order is written. Wow, what a concept! Any of these complaints I mentioned above are clearly spelled out on my ROs. And those are just the highlights. All you need to do is pull my ROs to see how much money I've spent with you guys over the price of the KJ and how many problems there have been with the service I've received. You might want to review those. Those were just the highpoints of the last 3 years of dealing with you guys. I'm mentioning them now because my 7/70 warranty is just about up and I will be replacing the KJ with a new '07 or even '08 Jeep depending on when I sell mine. I WILL NOT be purchasing this vehicle from your dealership for obvious reasons (see above). In case you think I don't know what I'm talking about service wise I'll give you a little background on myself. My family owns a Yamaha motorcycle sales/service store so I have a passing fair background in sales and service of vehicles. I also belong to a Jeep Liberty owner's group (LOSTKJS.com) with over 3500 members so basically every aspect of the Liberty is familiar to us. Oh and by the way, our group was featured in the '05 Jeep Liberty brochure after we were contacted by Jeep. I doubt you will be seeing any business from our club members either. With just a modicum of customer service you guys could actually have gone on the list as one of our "recommended dealers" instead. I'm sending a copy of this email to: Jonathan Grant President Central Ave Chrysler Jeep in response to his email as well as to Jeep.

Author:	SavageUrge [ Sat Dec 09, 2006 3:45 am ]
Post subject:
I would send a copy right to Daimler Chrysler as well - especially if you plan on purchasing another DC product. They may be willing to "persuade" you with an extra rebate or a nifty little "coupon" or something similar if it means they'll retain you as a customer. Hey, it certainly couldn't hurt right? At best, the dealership manager will get torn a new ( * ) and get his act together. At worst, you get a form letter from DC saying something akin to "Thank you for your concern..."

Author:	itsajeepthing [ Sat Dec 09, 2006 10:22 am ]
Post subject:
Nicely done! Will be interesting to see what kind of response you get to this letter. Very curious to see if you a) get a reply at all, and b) if you do get a reply, will he just blow smoke up your @ss or will he actually try to address some of the poor service history outlined. 5 star dealer? I think not! I'm really interested to see what kind of response you get from these jokers....

Author:	snowsport [ Sat Dec 09, 2006 10:53 am ]
Post subject:
Good letter. Make 'em sweat it for the lousy service they gave you. Be interesting to see what response you get from DC, keep us posted!

Author:	zeero [ Sat Dec 09, 2006 11:34 am ]
Post subject:
Yeah nice letter....kick 'em where the sun doesn't shine...I approve. My little story is pale in comparison....more of an irritation. As some of you know I had ordered a 2007 Rubicon Unlimited back in November. Well it arrived at my dealership on Thursday afternoon....great right? Well not really....my sales guy (whom with which I had purchased the Liberty from LAST year in November) calls me Friday morning on my cell phone..... He says "Hey man! I got your Rubi here, came in yesterday when do YOU want to come pick it up?" I of course said "Great! Is as soon as possible ok? haha" he says "Sure, give me a day and a time and we'll have it ready for you" and I said "Ok well I'm off shift today at 2pm" and hes says "We can't do it today we're too busy" and I said "What about Saturday?" and he says "Nope we don't have a PDI tech in or detail staff, and Sunday we're closed" and I said "Really?? Ok last chance man, what about Monday morning?" and hes says "oooo can't count on it....Tuesday would be better even Wednesday" so I say "Are you kidding....you call me up and ask when I want to come and get it and you shut me down each time?? You better make it Monday morning 10am...I'm serious, I'm not leaving my new truck that I paid a bag load for sitting on that dealership lot where you sales guys can spin it around with potential customers all weekend and half of next week?!" He says "I'm sorry man, we're just really busy" and I said "Look, I've been down to your dealer ALOT, don't forget I bought here last year as well....its a small dealer with a small customer base....you can't tell me that you're pumping out new cars EVERY day here....get it done for Monday 10am" he says "ok hold on let me get the manager" Manager comes on the phone right when I'm taking a call at work (I work in Law Enforcement so those calls are more important than listening to some bone head) I tell him to hold on, and he says "Excuse me?" and I say "I SAID HOLD ON!" I take my call and start off to it lights and wailers going, the manager says "Umm are you busy?" and I said "Yeah I work in Law Enforcement Gary you know that" and he says "Ohhh right, well whats going on when are you coming to get this Rubi?" and I said "I wanted to come tomorrow but your boy there says its no good....so I've asked him to push it through to Monday at 10am before I go on shift" manager says "Hmm ok we'll make sure its done....sorry for the trouble" So I say "Its alright, but I think you two have to be a little more connected on that sales floor....seems the left hand doesn't know what right is doing.....OH S**T!" and I drop the phone and I assume all he can hear is "GET DOWN DROP THE BAT NOW!!" as I take down a dude who is in a fight. I call him back and apologize to HIM...wow....and confirm pick up for Monday at 10.....what a pile of fun. Sorry to hijack your post....I just think these 5 star dealers need to step back and check there star rating sometimes.....we spend ALOT of hard earned money in these places and we're treated as second rate....I've nearly dropped $75,000 total here and I expect and demand a certain level of service for that kind of money. So best of luck with your letter and I hope your issues at that dealer get straightened out.

LOST JEEPS http://www.lostjeeps.com/forum/phpBB3/

Letter I sent to my Stealership - opinions? http://www.lostjeeps.com/forum/phpBB3/viewtopic.php?f=1&t=15399	Page 1 of 2

Author:	Cacher123 [ Sat Dec 09, 2006 11:40 am ]
Post subject:
Response from the owner this morning: Quote: > Chris, I have reviewed your email. Thank you for your response. I will discuss it in great detail with Sid on Monday and I will get back to you sometime next week. I look forward to earning back your trust and your business. What's the saying? "Too little, too late."

Author:	RQuarte [ Sat Dec 09, 2006 12:04 pm ]
Post subject:
Where is this dealership located?

Author:	Tokyojoe [ Sat Dec 09, 2006 12:16 pm ]
Post subject:
Maybe if they do some major aasskissing and give you tons of freebies (worthwhile freebies)...........

Author:	habitTrail [ Sat Dec 09, 2006 1:18 pm ]
Post subject:
Letter looks pretty good. If nothing else, you will have cleared your head by putting all this down. Just out of curiosity, what were the suspension components causing the clunk in the front end?

Author:	Cacher123 [ Sat Dec 09, 2006 2:52 pm ]
Post subject:
Quote: Just out of curiosity, what were the suspension components causing the clunk in the front end? Evidently the "Cam adj bolt" or something like that. It had to do with the wheel alignment. When I hit the brakes it was loose enough that the whole arm slid forward and made the clunk. Got worse when it was wet because the water reduced the friction on the bushings. This bolt:

Author:	zeero [ Sun Dec 10, 2006 12:31 am ]
Post subject:
Seems like an honest letter in return, and looks like Sid is going to get an as* whooping....hahaha So here is the latest SAGA in my Rubicon woes.....so seeing as I know this truck of mine will be sitting on the lot ALL weekend I decide on my way home from work tonight to drop by and check on it....... I get there and hmmm....its not where it was parked before (Not the fisrt time, I suspect theyve been driving it as a demo for new customers all this time, rocks in tires, spray on the body work from the road, parked in different locations etc etc).....so as it wasn't in its usual locations, I drove around the lot to look for it...... Then...OH! there it is....wait.....thats an X model....thats not my Rubicon......keep driving.....can't see it anywhere on the lot....I drive around again to be sure....nope not there.....maybe its in the shop area? I stopped at a bay door and peered in the windows....can't see it....wait....nope thats not it....so I pulled around to the other side of the building to look in those windows..... Nope not there.....!?!?! Its not here....its not at the dealership at all.....I drive down the street to the next DC dealer.....look around.....not there. Where the h*l is my Rubicon? Has some clown attached a dealer plate to it and taken it for a weekend joyride???? The dealer is closed tomorrow.....so some dude who works there has MY Rubicon wheeling around somewhere in the Greater Toronto Area on a Saturday night.....if I take delivery of that thing with 200 kms on it there is going to be Hel to pay....seriously. Not too pleased at this point....and I haven't even taken delivery....geez.

Author:	snowsport [ Sun Dec 10, 2006 12:02 pm ]
Post subject:
Zeero, it would be interesting if you could be at the dealership Monday morning when they brought it back, with a camera and a voice recorder...before they have a chance to clean it up...

Author:	zeero [ Sun Dec 10, 2006 1:16 pm ]
Post subject:
Yep thats the plan actually....I'm going to sit there for when they open up....I'm not going to go as far as a camera and recorder...but I will be asking a few questions when the first guy shows up for work.

Author:	moose [ Sun Dec 10, 2006 1:28 pm ]
Post subject:
Um, Catcher, did you just let all that stuff build up? I mean, I think you should have gotten on them when the crap started, rather than blind side the owner once he really can't do anything to make you happy again. Just a thought.

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Author:	Cacher123 [ Sun Dec 10, 2006 2:00 pm ]
Post subject:
Quote: Um, Catcher, did you just let all that stuff build up? I mean, I think you should have gotten on them when the crap started, rather than blind side the owner once he really can't do anything to make you happy again. Just a thought. See, each individual thing wasn't a huge issue at the time. They kept replacing stuff for the clunk (even though they weren't the ones that ultimately fixed it) The tiedown/fuel pump overcharge was rectified on my bill after I complained. I did get free oil changes every other change. And the wheel thing just happened. It was the cumulative effect of thier overall crappy service that I pointed out in the letter. I shouldn't have had to go through all the "Bring it back a 2nd time and we'll fix it." deals.

Author:	Jeepjeepster [ Sun Dec 10, 2006 2:22 pm ]
Post subject:
haha, zero, please keep us up-to-date on that. I really want to know where you jeep is!! Cacher123, im only 20 and ive already had my fair share of dealer encounters. Some of them just plain suck.. But now I believe ive found one that I really like and will always go there when I have troubles with my jeep. Very nice, take everything I say seriously and doesnt stare at me like im crazy.. 5 star dealer for sure. Ohh, and the manager goes to Jeep Jamborees!! And knows all about the local Ky Krawlers club that Im a member of!!

Author:	moose [ Sun Dec 10, 2006 4:29 pm ]
Post subject:
Cacher123 wrote: Quote: Um, Catcher, did you just let all that stuff build up? I mean, I think you should have gotten on them when the crap started, rather than blind side the owner once he really can't do anything to make you happy again. Just a thought. See, each individual thing wasn't a huge issue at the time. They kept replacing stuff for the clunk (even though they weren't the ones that ultimately fixed it) The tiedown/fuel pump overcharge was rectified on my bill after I complained. I did get free oil changes every other change. And the wheel thing just happened. It was the cumulative effect of thier overall crappy service that I pointed out in the letter. I shouldn't have had to go through all the "Bring it back a 2nd time and we'll fix it." deals. Don't misunderstand my post for sympathy for Sid. The service was sub-par and he deserves to get reamed by his boss.

Author:	KJ_Dave [ Mon Dec 11, 2006 3:38 pm ]
Post subject:
PLease let us know what goes on with the rubi.

Author:	zeero [ Tue Dec 12, 2006 8:39 pm ]
Post subject:
Okay, the Rubicon issue. I was sitting there waiting at the dealership before they opened up....still on shift, when to my surpise a big flatbed towtruck pulls in. Its right about sunrise, when this truck pulls in.......with my Rubicon riding on the back of it.....I said to myself "What the heck is going on???" I stopped the truck driver and asked him where he brought the Rubicon from. He said "From a dealer in Mississauga" (A border town to my town). So I say ok, and leave to close my shift. I go back during business hours because its delivery day, and ask my sales guy why it wa sin Mississauga. He says "Because we lost the darn keys, and we had to send it to get rekeyed. I had towed to keep the mileage off, because you made a comment about having the delivery mileage lower than normal" I was surprised to say the least. I signed all the paperwork then we went to look at it. Perfect condition, and only 12 kilometers on the odometer.....very pleasing. Well, thats it. I have it now, and the war is over. They are slowly winning back my trust they had before.

Author:	Cacher123 [ Wed Dec 13, 2006 1:40 am ]
Post subject:
Quote: He says "Because we L.O.S.T. the darn keys, and we had to send it to get rekeyed. I had towed to keep the mileage off, because you made a comment about having the delivery mileage lower than normal" So now if you lose your keys and call in the Vin# to roadside assistance, they won't be able to have a local locksmith cut you a key by code.... Don't laugh, it happened to me. Twice!