For anyone looking to buy or have service done on their Jeep, please do not use Westbury Jeep in Westbury NY or any of the Westbury and Grand Prix dealerships. This dealership keeps getting worse by the year. Since my LBJ failed on March 24, I have driven my truck for about 5 days over the last month. I just picked the truck up this past Friday.
The first round at the dealership they replaced the pass LBJ, upper control, axle and a few misc part as a result of the LBJ failing and the tow destroying the passenger front suspension. The first thing to set the anger ball in motion was the car porter smoking while he was checking in my truck and sticking his head in with the lit cigarette in his mouth, things like that just set me off
. The next was dealing with a service writer who shrugged the smoking incident off. Over the next 13 days I kept getting half answers and miss information about what is going on with the truck. When I picked up the truck the wheel that was damaged from the LBJ landing on was not replaced. I saw the service writer and she said that the wheels were not covered because they are aftermarket. I then told her that they were factory wheels, even with the Jeep labels all over them. Apparently the Chrysler warranty rep does not know what Mopar factory accessories are! So, the truck now has to go back in to have the wheel looked at. What drives me nuts that day, is they were never going to tell me that the wheel would not be fixed. I go and get the truck and find a juice bottle stuck in one of my ARB foglight holes. I was too mad to go in and yell again, I might have made a very bad scene. I get the survey call on Thursday and give them a very bad rating, I think all 2's. The next day the dealer calls and tries to smooth things over. Now the truck is scheduled to go in on April 10th for the wheel to be checked, I picked up the truck on the 5th. I start finding a few more problems, ABS light comes on, truck pulls hard to the left, and the windshield washer bottle leaks.
On the 10th I drop off the truck, I go and talk to a brand new service rep who just started that day. He does not ever tell me his name, barely 2 words come out of his mouth. So my complaints are: wheel inspection, ABS light, pull to the left, and washer bottle. I can already see that this visit is going to be worse than the first visit. So Tuesday the Chrysler rep is coming to look at the wheel. I get a call from the service manager Tuesday early afternoon, I don't see damage on the drivers front wheel, what is wrong with it? Apparently my service writer does not know which is left or right on a car. A few hours later, I get a call from a different service writer, your truck is done...come and get it. I ask, what about the ABS light, pulling and washer? Oh.....I'll call you right back. No call back, next day...what is going on with my truck....answer....Don't know. A few days pass and I am told that the alignment is not covered under the repair of LBJ, the wheel is ok, and the ABS is being fixed. Ok, what about the washer bottle? Don't know. I ask..How can the alignment not be covered when half the front suspension was replaced? Oh...it's out of your warranty period. Ford does not cover it either, he says to me. I felt like saying, I don't care what Ford does! He says, call your service writer in the morning. I call him and he is no help, just says to call back later and speak with the service manager. I ask, why should I call back when you can transfer me to her now. Apparently they were shorthanded and she was not taking calls. Nice customer service, right? Here come the argument...I speak with the service manager, and she and I start fighting about the bottle and alignment issues! After strongly talking to her for a few minutes, she agrees to fix the washer bottle and talk to the rep about the alignment, she will call me back. This was on the 19th. Do I get a call back....no. I call back on Friday, now she won't take my calls. She just sends a message thru the receptionist. They haven't heard back from the rep yet. I call back on Monday, What is going on? Message passed to the receptionist says they are waiting for an answer. On Wednesday, What is going on with the truck? Message passed on to the receptionist...I will be aligned. Ok...When is going to be fixed? They are working on it today. I call back on Thursday, What is going on with the truck? Message to receptionist....It's being worked on. Thursday night, I get a voicemail....please bring back your loaner so you don't get charged extra days. Call the dealer, Oh...don't worry about that. I ask if my truck is finished? She does not know, please call back in the morning. I call back at 7:40AM to speak with the service manager...she is off till Monday. I am getting mad at this point. I get a message thru the receptionist from my service writer that the truck will be done at 12:00. 11:00 I call to confirm and I get told that the alignment was finished last night. Then I get asked..What was is happening with the washer bottle? I angerly tell him that the service manager ok'd the fix. Is it fixed? Uh...not sure. Let me call you back. I say I need to know right away because I am 1/2 an hour away and I need to change my work schedule. Ok..I'll call you right back. 11:31 I call back. I get put on hold twice, then I leave a message on his voicemail. I angerly tell him that I need an answer right away, because of the time frame, as to what is going on. About 11:45, he calls back and tells me the the service manager ok'd the bottle to be fixed not replace. Ok.....was it fixed? Oh....no. At that point I lost it! Asking him how can they call me..tell me the truck was done and not even finishing the work. He tells me he is sorry and that the work will be finished by this afternoon. I proceed to tell him I am picking up the truck between 3:30 and 4:00 and that it better be done. He says he's sorry and that he just started this past Monday and he was stuck in the middle of this job and that I should pick it up after 5:00. I tell him that he was the one who wrote up my service 2 weeks ago, amazing how he does not remember when he started a new job, and that it will be done at 3:30 when I am coming to get it. Since I called him on his lie, he thought it would be a good thing to have it done by 3:30 also.
So on Friday I go to pick up the truck at 3:30 and I am waiting with another guy at the car porter station. We wait and wait and wait and no one is there. He starts complaining about the place, I start complaining about the place. He goes up to the 2 two kids yapping at the check in counter and they page the car porters. Another few minutes go by...2 porters come to the desk and both go to look for his keys. They leave me and I am waiting with this guy. I finally get even madder and go to the check in counter, finally get my paper work and go back to the porters desk. The same guy is still waiting for his truck. Apparently, one of the car porters went on break with his keys and they don't know where he is. I finally get my truck and leave. Just to also let you know, that this is supposed to be the only Elite 5 Star dealer on Long Island...does not say much for Chrysler. At this point, I am close to never buying another Chrysler prodsuct. Sorry it is so long, but I think people need to know how bad this dealership is and to stay away from them. This also is not the first time that I had problems like this either.