Redbullhamster
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This is to serve as a warning to never EVER buying a vehicle from Lake Elsinore Chrysler Dodge Jeep Ram & a warning about FCA’s quality control.
This is series of events that may not read particularly exciting but it is a series of frustrations of complete failures by Lake Elsinore CDJR that needs to be documented & discussed somewhere. They took our money & though malicious intent or staggeringly overwhelming incompetence took 6 FULL DAYS to reply to our issue of being sold a defective & dangerous vehicle.
A quick TL;DR is that Elsinore sold a vehicle I think they knew had an issue.
Here is a rundown of timeline I have dealt with. I will update this timeline as it progresses. I have a feeling this is far from over.
Tuesday 5/14/19
Chrysler failed to deliver a vehicle that was not a hazard on the road. Even a technically savvy person would have likely driven the vehicle to failure had an observant person not noticed the oil spots early on. I’m not sure what happens when you drive a vehicle with no power steering fluid for too long but I’d sure rather not find out at 70mph on the freeway. Or in the middle of the San Bernardino mountains off-road. My mother drove this vehicle to dinner the evening before. I’m unsure how this wasn’t an emergency for Lake Elsinore CDJR to handle immediately but they managed to put it off for 5 days. It is also beyond me how you can sell an anticipated vehicle the day after it is first delivered to the dealership, be advised it is out of commission immediately for, at best, 4 weeks & not offer a replacement. Let alone a rental car.
In summary, avoid Lake Elsinore CDJR at all costs. Their reviews tell the same story from many frustrated customers. I realize dealerships probably attract negative reviews, but I wouldn't eat at a restaurant that has 3.9 stars. You can say we should have known better or done our homework but without this issue it likely wouldnt have mattered what we thought of the dealership & it’s inhabitants.
The reality is these dealerships are the face of the manufactures. We were eventually able get help from pretty high up, it remains to be seen if that really solves anything, but until we can knock on the manufactures door & yell at them these slimy dealerships are the conduit for enjoying & dealing with these brands we choose. Many customers aren't so lucky to have some support at the manufacturer level like we have manahed to squeeze out here.
For Lake Elsinore CDJR to act in this manner is unconscionable.
@JeepCares I do not appreciate that your thread is locked "to avoid confusion" and you request DMs. Seems like a way to get ahead of launch issues & keep them off the searchable internet. I see you encourage @'s but your efforts seem to point towards keeping rustled feathers flattened.
Feel free to chime in with your issues. Feel free to ask questions. Feel free to spread this.
Feel obligated to look under/in/around your new Gladiator with a magnifying glass when you take delivery.
EDIT; 6/5/19
The truck was returned to us 5/30/19 fixed.
McPeek was able to get us a steering box from the production line through dumb luck apparently. The service manager Craig at McPeek had a contact who had a friend (Tuan Nguyen) that was able to pull the part & have it overnighted to the dealership. So sorry if your Gladiator you ordered is now in limbo because it's missing a steering box while being built.
This was all while we were in contact with Michael Manley, FCA CEO's, secretary Jennifer. She was somewhat helpful in taking over the issue & escalating but unable to locate the part or offer a real solution. She was very careful about not putting any communication in writing & only calling to talk about this issue or reimbursement.
In the end, McPeek made it clear that this Tuan Nguyen is the one that made getting this part happen, not the higher ups at FCA. I'm sure it helped having everyone involved & staying pissed off, but not being rabid & rude.
But the moral of the story is that it seems lucky I had this Jeep towed to the this specific dealership where they had these connections. instead of the 4 others in the area or the original dealership who continues to be unhelpful & non-responsive to requests for extended warranty documents we never received. Of which, we will be canceling.
The compensation received for all of this was the 125k mile/8yr warranty & one months worth of payment. This obviously helps alleviate the stress of having to deal with all of this & helps put some confidence back in the vehicle & the company.
This is series of events that may not read particularly exciting but it is a series of frustrations of complete failures by Lake Elsinore CDJR that needs to be documented & discussed somewhere. They took our money & though malicious intent or staggeringly overwhelming incompetence took 6 FULL DAYS to reply to our issue of being sold a defective & dangerous vehicle.
A quick TL;DR is that Elsinore sold a vehicle I think they knew had an issue.
- Vehicle prep after signing paperwork took an extra 1.5 hours.
- The Gladiator lost all power steering fluid in 114 miles because of faulty steering box.
- Lake Elsinore CDJR did not return our multiple calls & messages for 6 DAYS despite assuring a Manager or General Manager would.
- Lake Elsinore CDJR had me tow a vehicle purchased >24 hours before to a different dealership.
- Lake Elsinore CDJR has made no offer to fix this issue or put me in another vehicle.
- I want a Gladiator. I will get another gladiator. I do not want Lake Elsinore CDJRs Gladiator.
Here is a rundown of timeline I have dealt with. I will update this timeline as it progresses. I have a feeling this is far from over.
Tuesday 5/14/19
- 2:30pm 5/14/19. Purchased a 2020 Jeep Gladiator Rubicon from Lake Elsinore CDJR. Jeep had >10 miles.
- 9am 5/15/19. Noticed oil in driveway. Power steering fluid reservoir DRAINED & fluid weeping from steering shaft input to steering box. 114 miles on odometer.
- 9:48am 5/15. Call Lake Elsinore CDJR service. Advise them I have a NEW 2020 vehicle purchased the day before that is undriveable. Service advises me to call FCA roadside assistance as their dealership “does not have tow capabilities.
- ~11am 5/15/19. FCA roadside assistance picks up vehicle to take to McPeeks in Anaheim. Elsinore CDJR is “outside the 14 mile tow area.”
- 2:23pm 5/15/19. Call Mcpeek for update & what they have found. They can not start on vehicle as VIN is too new to show buyer/owner of vehicle. I am told Lake Elsinore CDJR is non-responsive to requests for info.
- 2:25pm 5/15. Personally text & call receptionist to send McPeek info they need now.
- 2:40pm 5/15. Receptionist messages me she did so.
- Day 1. NO CALL BACK from Lake Elsinore CDJR. Multiple messages left. Voicemail & operator.
- Mcpeek advises new steering box. All parts “blocked” & unavailable. Mcpeek working with area managers to resolve issue.
- McPeek Advises opening Care Report through FCA 1-800 # to help put pressure on situation.
- No solution by end of day. No part # or order placed.
- Day 2. NO CALL BACK from Lake Elsinore CDJR. Multiple messages left. Voicemail & operator.
- Called Mcpeek for update. None to give. Trying to find part or way to get part. McPeek advises there will be no updates over weekend.
- Called on update for “Care report.” Told it is moved up to case manager with a “Dylan.” Given case number. Was told I would receive a call. I was not called.
- DAY 3 NO CALL BACK from Lake Elsinore CDJR.
- Visit McPeek for update. They advise that parts availability says June 4th at the earliest. They do not seem optimistic.
- 1:30pm Call for update on Care Report as no call was received.
- Dylan, FCA case manager calls me while I am on the phone with FCA 1 800 #.
- Abriana (who I was on the phone with initially from FCA when Dylan interrupted) calls me back to inform me that in the 10 minutes we were disconnected she has contacted both McPeek service & Lake Elsinore CDJR.
- Escalation to supervisor reveals report is filed as “Just a tow” still. Supervisor Anthony assures me he will review Dylan’s frustrating call log & change status of report from “Tow issue.”
- DAY 6. 6 DAYS AFTER PURCHASING THE VEHICLE. 5 Days after notifying them there was an issue, Sales associate Bobby calls me because Abrianna has contacted him.
- Advise Bobby I need a full refund. Vehicle is inoperable for 4 weeks, at best. Likely longer. MORE IMPORTANTLY, Vehicle was sold defective & dangerous to drive.
- Certified mail sent to Lake Elsinore CDJR & CEO of FCA Group Mike Manley requesting full refund for defective vehicle. Copied as email to both parties as well.
- Receive email reply from CEO Michael Manley’s assistant, Jennifer, advising she has looked into the issue & is taking over all related matters.
- As it stands now I am dealing directly with her.
Chrysler failed to deliver a vehicle that was not a hazard on the road. Even a technically savvy person would have likely driven the vehicle to failure had an observant person not noticed the oil spots early on. I’m not sure what happens when you drive a vehicle with no power steering fluid for too long but I’d sure rather not find out at 70mph on the freeway. Or in the middle of the San Bernardino mountains off-road. My mother drove this vehicle to dinner the evening before. I’m unsure how this wasn’t an emergency for Lake Elsinore CDJR to handle immediately but they managed to put it off for 5 days. It is also beyond me how you can sell an anticipated vehicle the day after it is first delivered to the dealership, be advised it is out of commission immediately for, at best, 4 weeks & not offer a replacement. Let alone a rental car.
In summary, avoid Lake Elsinore CDJR at all costs. Their reviews tell the same story from many frustrated customers. I realize dealerships probably attract negative reviews, but I wouldn't eat at a restaurant that has 3.9 stars. You can say we should have known better or done our homework but without this issue it likely wouldnt have mattered what we thought of the dealership & it’s inhabitants.
The reality is these dealerships are the face of the manufactures. We were eventually able get help from pretty high up, it remains to be seen if that really solves anything, but until we can knock on the manufactures door & yell at them these slimy dealerships are the conduit for enjoying & dealing with these brands we choose. Many customers aren't so lucky to have some support at the manufacturer level like we have manahed to squeeze out here.
For Lake Elsinore CDJR to act in this manner is unconscionable.
@JeepCares I do not appreciate that your thread is locked "to avoid confusion" and you request DMs. Seems like a way to get ahead of launch issues & keep them off the searchable internet. I see you encourage @'s but your efforts seem to point towards keeping rustled feathers flattened.
Feel free to chime in with your issues. Feel free to ask questions. Feel free to spread this.
Feel obligated to look under/in/around your new Gladiator with a magnifying glass when you take delivery.
EDIT; 6/5/19
The truck was returned to us 5/30/19 fixed.
McPeek was able to get us a steering box from the production line through dumb luck apparently. The service manager Craig at McPeek had a contact who had a friend (Tuan Nguyen) that was able to pull the part & have it overnighted to the dealership. So sorry if your Gladiator you ordered is now in limbo because it's missing a steering box while being built.
This was all while we were in contact with Michael Manley, FCA CEO's, secretary Jennifer. She was somewhat helpful in taking over the issue & escalating but unable to locate the part or offer a real solution. She was very careful about not putting any communication in writing & only calling to talk about this issue or reimbursement.
In the end, McPeek made it clear that this Tuan Nguyen is the one that made getting this part happen, not the higher ups at FCA. I'm sure it helped having everyone involved & staying pissed off, but not being rabid & rude.
But the moral of the story is that it seems lucky I had this Jeep towed to the this specific dealership where they had these connections. instead of the 4 others in the area or the original dealership who continues to be unhelpful & non-responsive to requests for extended warranty documents we never received. Of which, we will be canceling.
The compensation received for all of this was the 125k mile/8yr warranty & one months worth of payment. This obviously helps alleviate the stress of having to deal with all of this & helps put some confidence back in the vehicle & the company.
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