My rant about local dealer and ext. warranty

[KoBear]

First time I went to unscrew the cowl bolt on my 22 JTR, it was clear something was wrong, as the bolt spun and spun… turns out the nut wasn’t welded to the body that held on the cowl.

I managed to get it off and the nut fell into the fender. Notified my local dealership (Ciocca Jeep) and got an appointment. I have a 7 year 75k extended warranty. Was told it covers everything by Koons; “I’d call it bumper to bumper but it covers everything except the bumpers.”

It was going out of town for a long weekend and decided to drop the truck off. When I picked it up, they told me they were unable to find any issue and proceeded to hand me a bill for $458. They would not let me take my truck without paying it. The manager was gone for the day so I called back the next day and they refunded me for the PCM flash that they told me needed to be done in October when I first reported this problem (was still way under on original warranty mileage).

I then took photographs and sent it to them showing the missing bolt and nut.

.

I brought it back and they installed a rivnut and put a non-matching bolt in but refused to cover it under warranty.

I contacted @JeepCares and was emailed by Jessica on June 4 and I sent her the bill and the pic of the already rusting bolt.

I heard nothing back until July 11th, when I received an email from Vaneisha.

I called her immediately and explained the problem again. She called me today and said “Ciocca said it’s not covered under warranty, and we don’t question our dealers. We trust their judgment.” I asked her how a weld not being done (or done correctly) couldn’t be considered a manufacturer defect. She just repeated herself.

I asked if I could get the results of my claim with her findings emailed to me, and she said “There is nothing to email and your case is now closed.”

Only other new truck I’ve owned is a Toyota Tundra, and I felt that their customer service blows Jeep’s outta the water.

I just needed to vent. Thanks!

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[Trailman]

Can anyone explain what Jeep Cares does? Any examples of Jeep Cares fixing a problem that wasn't fixable in another way?

 

[Scott L]

You know wwhen I was looking for my Gladiator i found one with everything I wanted in the color I wanted at Ciocca. Called them up said it’s about an eight hour drive but I want to make a deal on the phone or internet whatever give a credit deposit then I’d be in the next day to pay the rest cash or finance whatever they wanted. The salesman said we don’t sell cars over the internet you have to come in. When I told him it was eight hours he said tough. I told him I was willing to pay MSRP. He again said we don’t talk pricing over the phone. I honestly don’t understand how a dealer like this stays open.

 

[Scott L]

Can anyone explain what Jeep Cares does? Any examples of Jeep Cares fixing a problem that wasn't fixable in another way?

Because Jeep Cares DOESNT CARE

 

[Mr._Bill]

Can anyone explain what Jeep Cares does? Any examples of Jeep Cares fixing a problem that wasn't fixable in another way?

They are essentially a liason between the customer, dealer, and Jeep. They can find and expedite parts, give some refunds, and do a few other things to move the process along. They are not a technical resource, and cannot create solutions. They have to work within the system using the resources available to them.

 

[Bjeepz]

Can anyone explain what Jeep Cares does? Any examples of Jeep Cares fixing a problem that wasn't fixable in another way?

They do fuck all based my experieicen being Canadian lol ffs.

 

[Mr._Bill]

Can anyone explain what Jeep Cares does? Any examples of Jeep Cares fixing a problem that wasn't fixable in another way?

They were able to locate and expedite delivery of the updated steering gear box for my first Gladiator so the dealer could complete the TSB. At the time, there was roughly a six week delay on getting them. I have not had any dealer issues and not needed them for anything else.

 

[Rahkmalla]

Jeep Cares is useless. The fact that it even exists is a waste of money.

 

[Zachanadandy]

Am I reading the invoice correctly they chargers you $400 in diagnostic fees to diagnose that the pcm needed flashed (which they told you previously) and that the nut fell down in the fender (which you told them)? This is why extended warranties are a joke. The way I read that they didn't even fix it, just told you it wasn't covered? The service rep should be competent enough to tell you that if weeks buys aren't covered just from your conversation if that's really the case.

 

[BlackOak]

From experience with a dealer on the corrosion issue, warranty coverage is discretionary. In my extended warranty inquiry "we cover everything listed and corrosion is not listed". Also, the skill level at the dealership was a reason they couldn't cover my issue. It's best if you ask before taking it in if they can fix a problem like a loose or missing screw.

 

[Dave D]

You have tge wrong impression of JeepCares.
They dont care about you they care about company profits.

 

[Mr._Bill]

You have tge wrong impression of JeepCares.
They dont care about you they care about company profits.

They're just like everyone else, they care just enough to not get fired. They care as much as corporate will let them. They do what they can within the limits placed on them.

 

[Dave D]

They're just like everyone else, they care just enough to not get fired. They care as much as corporate will let them. They do what they can within the limits placed on them.

I picture a call centre in a 3rd world country with scripted responses.
Maybe its not even a real person.

 

[Chaos Theory]

Their job is to ensure complaint threads don't blow up into larger issues for the company. Forums like this are basically an advertisement, where everyone should be talking positively about their Jeep experience.

I'm not saying they're useless, but they're certainly not a "back door" customer service option, as they don't have any additional authority.

BBB complaints, followed by Demand Letters and actual legal action are your best recourse in most cases when you have a legitimate complaint. Most people aren't willing to take those steps, as it requires legwork and sometimes money upfront.

 

[KoBear]

Took the bolts out to inspect them…

front bolt

rear bolt (that they replaced)

they clearly took a bolt from under someone’s toolbox, cut off the end and screwed it in. Unreal.

its already rusting. NEVER GIVE YOUR MONEY TO CIOCCA.

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