How do I get Jeep to fix my brand new Gladiator?

[Nomeansno]

I custom ordered a 2023 gladiator from Gupton in Tennessee on the 27th (they were great) and drove it home 400ish miles. By the time I got home the gladiator was already making horrible noises out of the front end, to me it sounds like the FAD is busted based on some research. Called a few local dealers and one said I can drop it off and they’ll have it diagnosed within 3-4 business days (Gurnee Jeep, Gurnee IL). They told me I should not be driving it either and to just leave it with them. It’s now been there 9 days and no one will talk to me or answer me anything about my gladiator nor has anyone even looked at it. Contacted jeep wave once and created a case and told they would reach back out to me within a day but never got a call. Called Jeep wave again and found out they never even assigned my case to anyone, the rep then assigned it to herself and tried to call the dealer on my behalf but they also wouldn’t tell her anything about my jeep. I asked what do I do at this point and if I just go and take it to a different dealership and was told she doesn’t know and it’s up to me what I want to do. Basically seems like I’m SOL contacting jeep on this and am going to get no help with it. We’ve had plenty of Jeeps in the family and bought two within the past 3 months. Parents spent $70k+ on a 2023 grand Cherokee that’s been in the shop for over a month now and I spent over $50k on the gladiator that I got to use for one day before going in the shop. Parents dealer is at least communicating with them so they’re annoyed but been willing to deal with it. I’m on the other hand getting very pissed for spending so much money and jeep completely not caring as soon as I drove off the lot that they sold me a broken vehicle from factory floor. Told I can’t drive the vehicle but yet no one will talk to me from the dealer or even look at it. How do I get them to fix my truck? I’m pissed enough to hire a lawyer as soon as it gets to 30 days at the shop and lemon the truck out, I really would prefer not to have to go that far since at that this point if I have to do it for my truck, parents will end up doing it for their grand Cherokee as well as it already qualifies as a lemon here. Anyone have any advice?

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[jay21mojave]

Suggest contacting JEEP (not wave) this number which is different from Wave.. this is the Jeep Customer Service Number.

• Jeep · Customer service
  
  1 (877) 426-5337
  https://connect.jeep.com/us/en/contact-us
  
  BTW .. Dealerships are independent businesses with Sales and Service Agreements with FCA-Stellantis. Ask Jeep Customer Service for a representative from the Mid West Business Center to assist.
  
  

 

[RavensEyeOffroad]

Id go get it and either take a look at it myself or another dealer call and keep escalating until SOMEONE takes responsibility.

 

[Mojave2021]

Just curious, have you tried to visit the dealership that you dropped the Gladiator off at in person, since you originally left it there? If not try stopping by and ask for the service manager/GM. These days no one seems very good at returning phone calls.

 

[Nomeansno]

Suggest contacting JEEP (not wave) this number which is different from Wave.. this is the Jeep Customer Service Number.

• Jeep · Customer service
  
  1 (877) 426-5337
  https://connect.jeep.com/us/en/contact-us
  
  BTW .. Dealerships are independent businesses with Sales and Service Agreements with FCA-Stellantis. Ask Jeep Customer Service for a representative from the Mid West Business Center to assist.
  

Thank you, I’ll be doing this first thing tomorrow morning. I thought jeep wave is all you get when it comes to help with warranty work.

 

[bleda2002]

Jeeps not fixing your jeep, the dealer is, if you are unhappy with the service you are receiving take it to another dealer is my best advice. Ask around locally if you can to find the best dealers. Sadly a lot of dealers are not great at customer service

 

[Nomeansno]

Just curious, have you tried to visit the dealership that you dropped the Gladiator off at in person, since you originally left it there? If not try stopping by and ask for the service manager/GM. These days no one seems very good at returning phone calls.

I haven’t had a chance to. I was not offered a rental so transportation has been a little challenging, I was going to get a chance to do so tomorrow evening so I was planning on going in person if i didn’t get an answer beforehand.

 

[Mojave2021]

I haven’t had a chance to. I was not offered a rental so transportation has been a little challenging, I was going to get a chance to do so tomorrow evening so I was planning on going in person if i didn’t get an answer beforehand.

Totally understand. It sucks that they won't return your calls, but hopefully once you're there they will give you the attention you deserve. Good luck.

 

[Nomeansno]

Jeeps not fixing your jeep, the dealer is, if you are unhappy with the service you are receiving take it to another dealer is my best advice. Ask around locally if you can to find the best dealers. Sadly a lot of dealers are not great at customer service

This dealer had great reviews which is specifically why I took it there. If I can’t get a concrete answer tomorrow I’m just going to go pick it up and take it to a different dealer. I understand dealers and jeep are different entities, I just thought jeep had some power when it came to warranty thing and dealers not attempting to help.

 

[wildtaco]

I'm having a very similar issue. Custom ordered in Dec, picked up 2 weeks ago and drove home roughly 350 miles. Within the first couple days I noticed a creaking sound coming from the front end on seemingly random bumps. Hopefully my dealer experience will be smoother. I take mine in next Thursday.

 

[BUZZHEAD]

I custom ordered a 2023 gladiator from Gupton in Tennessee on the 27th (they were great) and drove it home 400ish miles. By the time I got home the gladiator was already making horrible noises out of the front end, to me it sounds like the FAD is busted based on some research. Called a few local dealers and one said I can drop it off and they’ll have it diagnosed within 3-4 business days (Gurnee Jeep, Gurnee IL). They told me I should not be driving it either and to just leave it with them. It’s now been there 9 days and no one will talk to me or answer me anything about my gladiator nor has anyone even looked at it. Contacted jeep wave once and created a case and told they would reach back out to me within a day but never got a call. Called Jeep wave again and found out they never even assigned my case to anyone, the rep then assigned it to herself and tried to call the dealer on my behalf but they also wouldn’t tell her anything about my jeep. I asked what do I do at this point and if I just go and take it to a different dealership and was told she doesn’t know and it’s up to me what I want to do. Basically seems like I’m SOL contacting jeep on this and am going to get no help with it. We’ve had plenty of Jeeps in the family and bought two within the past 3 months. Parents spent $70k+ on a 2023 grand Cherokee that’s been in the shop for over a month now and I spent over $50k on the gladiator that I got to use for one day before going in the shop. Parents dealer is at least communicating with them so they’re annoyed but been willing to deal with it. I’m on the other hand getting very pissed for spending so much money and jeep completely not caring as soon as I drove off the lot that they sold me a broken vehicle from factory floor. Told I can’t drive the vehicle but yet no one will talk to me from the dealer or even look at it. How do I get them to fix my truck? I’m pissed enough to hire a lawyer as soon as it gets to 30 days at the shop and lemon the truck out, I really would prefer not to have to go that far since at that this point if I have to do it for my truck, parents will end up doing it for their grand Cherokee as well as it already qualifies as a lemon here. Anyone have any advice?

Not sure where you are located at in ILL.
I have had good luck at GREIGERS JEEP VALPARAISO IND.
219-246-5228 JOE LUCIANO
They have taken care of all my factory flaws from the beginning.

 

[Lunentucker]

Take a day off from work.
Drive to the dealership and park somewhere that you won't be easily noticed.
Take your extra fob with you.
As soon as they open, hit the panic button.
Wait five minutes after they've turned it off and do it again.
Repeat the process until they take it in to see what's wrong.
When they have it in the shop, walk in and ask the service manager what's going on, because you happened to be driving by and noticed it's not on the lot.

 

[Bobchadwickga]

I would become familiar with your state's lemon law.

 

[HankB]

OP
Keep this in the back of your mind: A dealer has to service a vehicle under warranty regardless of where it was purchased. They don't have to like it. A dealer does not have to give a "foreign" vehicle owner the same service, or benefits, as they do their customers who have bought from them.

That is a legitimate position because all of those perks and benies are absorbed by the dealer's overhead and paid for out of the profit margin on their new vehicle sales. Loaner cars, free shuttle rides, priority service scheduling etc., etc., etc.. That shit ain't free, the dealer's customers, the folks who buy their cars willingly and happily paid for it as part of the deal (and price structure) of buying from their local dealer.

So what happens when one of their sales customers calls up with an urgent "my new jeep is broke!" call? Do they say, "we can't take you for three weeks because we are tied up with a car that came in from a guy who bought from an out of state dealer"? Or do they say, "come on down, we'll move some jobs around and take care it ASAP"! And of course you get pushed to the back of the queue because a dealership service department is staffed on the basis of expected work loads. And wait for it, what makes up service workloads? The demand from owners of cars sold through the sales department. So there is probably no slack for foreign customers. This is the same as Emergency Room Triage, sickest get help first, only it's not sickest, but "our sales customers".

I don't want to be harsh, but you made a decision to buy your jeep out of state, you now have to live with the consequences.

For all the other posters who suggest being a pain in the ass, don't do it. The odds are most likely things will just get worse. I would suggest you have a sit down with either the service manager, or general manager and honestly talk this out and try to make peace. At this stage all you have going for you is showing the dealership that this is their chance to show you they should have been your first choice, and that they will be your choice for your next jeep.

 

[jay21mojave]

HankB is on the mark!.. best advise "BE Nice" .. this applies to all seeking service. If possible befriend the ser mgr and even a tech or two. You will receive a customer survey and when you score and reply what you report will go to Gupton .. not this dealership; that is the way the system works. This causes dealerships to focus on Their sales Customers 1st.. just so all Know. Good Luck, up date on how things are progressing.

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