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Terrible Jeep Service Under Warranty

16K views 151 replies 30 participants last post by  Dfoster93 
#1 ·
Hey Jeepers. Maybe you all can help me out here, or at least feel my pain. I bought my 2015 JK Sport 3.5 months ago. It now has approximately 2600 miles. A few days after I bought the vehicle I went to install my side steps, and I noticed missing paint and rust under the truck. A local dealer looked at it and sent the case to Jeep. Jeep warrantied the work because they ruled it as damage from the transport. Fast forward 2.5 months, and a water leak has developed along the A pillar, drivers side door, and slightly on the passenger. I went to a local dealer as the previous dealer couldn't fit me in for 4-5 days. After 3 days I got my vehicle back, and it was fixed. Except that it wasn't. I noticed a horrible rattling and high pitched whistling noise from the roof. Note, I HAD NOT touched the roof yet. I then removed the panels and reinstalled them, thinking it was misaligned. The problem continued. This was all the same day I got it back. I took it back and hey adjusted the roof and components, promising it was fixed. Want to guess if it was or not? It rained a couple of days later and the drivers side was leaking still. I called the dealer back, and they had me drop it off. They wouldn't give me a loaner as I didn't purchase it from them, which is fine. The dealer I purchased the Jeep from doesn't do loaners anyways, and it's not nearly as convenient as this dealer. I only purchased it from them because it was the exact Wrangler I wanted. Anyways, back to the leak. They kept it for 4 days. I got
The truck back, and just down the road I heard the noise again, still. A horrible rattle. I immediately called Jeep and put a case in. I was told a rep would call me with 1 to 2 business days. This was a Friday. On Sunday night it rained and, you guessed it, it's still leaking. I talked to my case manager on Tuesday, and he assured me we'd get it fixed. I requested not to use the same dealer as they have done nothing to help yet. I chose another dealer that was close to me, the one I had the missing paint and rust fixed at. I called the dealer and confirmed my appointment for the following day, which was today. I woke up to a voicemail from my case manager stating that the dealer told him they were backed up and couldn't see my truck for at least 6-8 weeks. I called the dealer confused as to why they'd mislead me. I was told by the appointment secretary that I didn't buy my truck from them, so warranty or not, I'd wait. I asked to speak with a manager. She gave me the service director. He confirmed I would have to wait because the customers who bought from them are their priority, not me. He also added some extra information. He stated that Chrysler was having too many recalls for him to handle all of them. This dealer is the largest dealer I know of for jeeps, both sales and service. I found this to be a dumb excuse though, especially since I was in the business for years. I asked him what would happen if someone walked in with an issue. He stated that if a tow truck towed in a jeep they'd sold that the customer would still wait 6-8 weeks to even get looked at. Then, the best part. He said he was familiar with my case, and had refused to service it because he doesn't want to deal with it. He actually said that it was an ongoing problem with my truck obviously, and he doesn't want to headache of trying to resolve it. He also stated he didn't know of Chryselr would pay them to work on it. He told me to find another dealer because he won't touch it. I'd been respectful and nice to him, but this broke me. I told him that was the dumbest thing I'd ever heard and that I'd be reporting his actions to Chrysler. His response was to then spell out his name and dealer code so I got it right. I haven't heard back from my case manager. What's my neay step? So far my jeep has spent 12 days and 6 trips to jeep for service and/or diagnosis. It's only 3.5 months old. Has anyone else experienced this amount of blatant disregard or does anyone have tips? Thanks Jeepers.
 
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#2 ·
I confess to having only skimmed your post. IF it is a repetetive issue file a Lemon Law Claim (3 times same issue - not fixed) many members here have had their Jeeps bought back because of ongoing water leaks.
Dealers are a mixed bag. The Law - is Not.
 
#4 ·
Get it into the dealer that tried to fix it the first 3 times, then talk to your rep about lemon law. The last thing they want to do is buy back a jeep.
 
#8 ·
If it's been 6 trips to the dealer for the same issue, you have the start of your Lemon law case.

The New York State New Car Lemon Law provides a legal remedy for consumers who are buyers or lessees of new cars and certain "used" cars that turn out to be "lemons." If a car does not conform to the terms of its written warranty and the manufacturer or its authorized agent is unable to repair the car after a reasonable number of attempts, a consumer is entitled to a refund or replacement.

Cars covered by the law include any car that:

Was covered by a warranty at original delivery; AND
Was purchased, leased or transferred within the earlier of 18,000 miles or two years from the date of original delivery; AND
Was either purchased, leased or transferred in New York State or is presently registered in the state; AND
Is used primarily for personal purposes.

Duty to Repair:

A reasonable chance for a manufacturer or its authorized agent to repair a problem for a new car is considered to be:

Four or more attempts to repair and the problem continues to exist; OR
The car is out of service by reason of repair of one or more problems for a cumulative total of 30 days or more.
 
#11 ·
I didn't read all that... is this issue about a terrible dealer or something that can't be fixed?

Two different issues for lemon law stuff..

Try another dealer.

.
 
#19 ·
I received a voicemail from my case manager. He informed me that the dealer can refuse to work on any vehicle because dealerships are privately owned. Chrysler can't force their hand. It seems this should be in the purchase agreement "Warranty good only if dealer agrees to work on vehicle".
 
#21 ·
Having just moved to Georgia, I will say that I've gotten a decent amount of run-around on getting mine in for some simple things. I got the same line about "so-backed up due to so many recalls".

Oil changes and other profit centers are all running on time.
 
#26 ·
"It's not about having that dealer fix it. It's about speaking to me that way and being that unprofessional. "

aggravating, yes
actionable, don't hold your breath
 
#31 ·
OP, since the a$$hole doesn't want to work on your vehicle, let him work on his own. Throw a brick through his car window. First off, dealers don't even make much money off new car sales. They make their money off service and parts. So that service director is a moron for turning you away for warranty work as he loses potential service upsells later on. I would just return to the dealer that actually tried to fix your Jeep. Let them keep trying and then resort to your lemon law for recourse. Or, just fix it yourself. I do not let dealers touch my vehicles unless I have to. Good techs are the minority. I used to work for Honda dealers. Chrysler is no different.
 
#32 ·
Thought I'd give a update here. My jeep went in to service on Tuesday. I called the dealer yesterday and received a call back/voicemail that indicated they can't solve the rattle yet and they're keeping it longer. This means the earliest it will be ready is Monday. That'll be a week it's been there this time. That'll be 19 or 20 days in less than 4 months it's been at the dealer for warranty work. This is getting rediq.
 
#33 ·
Update. On Monday I got an email from my case manager. The dealership needs a part that is on back order. They can not guarantee a time line. If anyone who reads this has ever had a vehicle bought back/ swapped out/ or lemoned please give me some info and help. Thanks.
 
#37 ·
I know Lemon laws can be altered depending. I was hoping someone here who's been through the lemon law or buyback process could point me in the right direction and explain the process.
 
#39 ·
Spoke to my case manager. The dealership has had my vehicle for 9 days now, 21 total. He said the service department is telling him that the sponge type sealing on the top is damaged. That's what causing the problems. They've been sure of multiple reasons it's leaking and al fixes have failed. There is no time table for it to be fixed because the part is on back order. Next Friday will be day 30 and lemon law ready. Id rather avoid lemon law and just have Chrysler buy it back and allow me to swap it out for a similar wrangler. I don't think this is asking for too much. Even if I get the truck back by Monday then only 4 more days are required to lemon it. I would be in the next 20 months or 15000 miles it will need 4 more days of warranty work.
 
#41 ·
Id rather avoid lemon law and just have Chrysler buy it back and allow me to swap it out for a similar wrangler. I don't think this is asking for too much.
You may as well wish final peace for the middle east while you are at it.

There is no 'mulligan' according to FCA. You get what you were dealt and like me paid all told ~$1,200 to exchange for another unit.

FCA is not involved at this point, it is between you and the selling dealer if you want to 'exchange' for another.

Or get an attorney.
 
#47 ·
With the large number of wranglers sold, problems have to be anticipated. Dealers with bad or incompetent employees compound the issues...that's why it is titled as bad service.

My advice, seek out a good trustworthy dealer and report back here with the bad ones. Word of mouth, or today, social networking, is the best advertisement, good or bad.
 
#48 ·
With the large number of wranglers sold, problems have to be anticipated. Dealers with bad or incompetent employees compound the issues...that's why it is titled as bad service.

My advice, seek out a good trustworthy dealer and report back here with the bad ones. Word of mouth, or today, social networking, is the best advertisement, good or bad.
Not sure it's appropriate to name the bad dealers.. I wouldn't do it, I don't think the admins will allow it. The OP really needed to take his Jeep back to the dealer he purchased it from and allow them to resolve. I believe it states that in the NY lemon law rules. There's nothing wrong with second opinions - the stakeholders are the original dealer, manufacturer, lienholder and registered owner.

The manufacturer will typically get a field engineer involved before allowing it to reach the buy back or lemon law thresholds.

.02

.
 
#50 ·
UPDATE: Got a call from the dealer today that my truck was ready, so off I went. I was promised everything is fixed. No issues now. Guess what? Nothing was fixed. I called my case manager and expressed concern. They called the dealer who peniciled me in for Oct 2. Until then I have a leaky and rattling jeep. I have filed out all of the paperwork for an arbitration request. It will be in the mail tomorrow, certified. According to the dealers paperwork, my jeep has been under warranty work for 31 days. Meanwhile I've only owned it about 130 days.
 
#52 ·
UPDATE: Got a call from the dealer today that my truck was ready, so off I went. I was promised everything is fixed. No issues now. Guess what? Nothing was fixed. I called my case manager and expressed concern. They called the dealer who peniciled me in for Oct 2. Until then I have a leaky and rattling jeep. I have filed out all of the paperwork for an arbitration request. It will be in the mail tomorrow, certified. According to the dealers paperwork, my jeep has been under warranty work for 31 days. Meanwhile I've only owned it about 130 days.
Here... I thought I already posted this for you to read..

http://www.wranglerforum.com/f274/me-vs-chrysler-corp-902929.html

Get ready.. you're about to go to battle with some heavyweights..

Keep the faith..

.
 
#58 ·
Btw guys, my trade in allowance was $24k. I obviously received a tax credit toward the purchase of my jeep. Any experience in getting the tax credit on the wrangler id buy to replace?
 
#59 ·
You should consult a tax man. I know when they took my TLC I rented a car from Enterprise for a long time.. approx 12 months until I could find what I wanted.

Well.. I wrote off the entire amount I spent as a loss. I can't recall what line item, but my CPA did it without an issue.

.
 
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