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.

> 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.

Just out of curiosity, what were the suspension components causing the clunk in the front end?

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.

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"