22 gladiator issues and no loaners

[Gvsukids]

Anyone else dealing with the same issues?

https://www.jeepgladiatorforum.com/forum/threads/dealers-dont-have-loaners.49026/

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[Bjeepz]

Find a rental, reserve it, have dealer pay for it. The rental lots I've dealt with try not to do dealer rentals because they've got an agreement for a lower rate. Lots of fuckery for sure. Escalate it everywhere you can.

 

[Puch]

Hello!
I’ve had my 22 gladiator high altitude for about 6 months and 4500 miles. Yesterday, my truck seemed to have a misfire. It was sputtering and the check engine flashing. It eventually went back to normal. I called the dealerships in my area (I bought out of state) and was told that loaners are not available until months down the line. This is my only truck, and my primary vehicle. Im in the northeast of MA and called Kelly jeep, and their suggestion was not to drive it, but also couldn’t provide me with any sort of alternate transportation if I were to drop it off. Im not entirely sure what they were expecting me to do (this was told to me by the dealerships GM). Anyone else having issues with dealerships like this? As a customer that’s very early in ownership, I would have expected them to at least have a solution or be able to work towards one. I called around to other dealers who just tell me sorry no loaners. I did not expect to have this poor level of customer service for a 60k vehicle so early in ownership. Anyone else dealing with the same issues?

My wife brought her Mustang in for a recalled backup camera. There wasn’t anything wrong with, she just figured she would get it “fixed” before it acted up. Shortly after getting it back the camera turned green then blue then scrambled. Then the mirrors stated moving on their own and the dash went blank.
3 weeks at the dealership and they had the car ripped apart and refused to provide a loaner. Finally got in touch with fords equivalent of Jeep cares. They offered her $25 dollars a day for three days of rental if we could find one. When I asked if she had tried to rent anything for $25 a day she had no response. I should also mention that the car is 2 yrs old with 10k on it.
I think this kind of crappy customer service is here to stay for a long time.

 

[Jesusberna1024]

Been having same problem since i got it off dealer they have done software updates replaced several parts including an intake camshaft wich was either not done or done incorrectly by Viva dodge chrysler Jeep in El Paso, Tx. Long story short I ended up at Dick Poe chrysler with much better service. They had to replace camshaft again and everything seems to be working much better. Just got it back so not sure yet. I called Jeep for a rental and they told me to just get one and they would pay for it when repair was done. They only approved up to 50dlls per day and it took me avout a month o calling then almost every day to get them to approve. What i did is have jeep care here on the forum open a case for me then i asked them for the customer service number and called directly to get what i wanted. And don't ask if they can approve you a rental just tell them you want a rental. And call everyday if necessary.

 

[wchevron]

For the prices they charge, for these vehicles, it's amazing the poor service you receive. My Rubicon didn't cost much less than my wife's Mercedes.
Hers is under a lease while I bought mine outright but when she wants service, oil change, etc, they send out a driver with a loaner. Bring it back washed and interior cleaned.
I can't imagine buying a new Wagoneer, for $104,000.00 and getting the same poor service experience most here report getting.

 

[Viper112]

For the prices they charge, for these vehicles, it's amazing the poor service you receive. My Rubicon didn't cost much less than my wife's Mercedes.
Hers is under a lease while I bought mine outright but when she wants service, oil change, etc, they send out a driver with a loaner. Bring it back washed and interior cleaned.
I can't imagine buying a new Wagoneer, for $104,000.00 and getting the same poor service experience most here report getting.

This is exactly what I told the GM of the dealership I spoke to. My wife had a Mercedes at one point, under warranty. While times were different, they’d never hesitate to get me a loaner when warranty work was done. I’m sure that even if they didn’t have any, they would figure something out for me. I’m just amazed that the expectation from jeep is that I do all the leg work to find suitable-options for transport. You Fork over 60k, and the customer service ends there.

 

[GobiGladiator7]

I’m going to apologize for the long post…..recently left the car business after 8+ years. I worked at a Chevy/Buick/Cadilac dealership but had access to 17+ brands. Our CDJ store was beside us and always was over there doing stuff or selling a vehicle there. With the inventory issues most dealerships are making the hard choice of leaving new vehicles on their lot or pulling them for service loans. Most dealerships are leaving them on the lot to try and let their salespeople make a living. Plus most of the vehicles arriving are already sold. We started using rental cars/used vehicles when available. Rental cars are hard to find and well used car inventory for a while hardly existed. Most dealerships cann’t afford having 8+ used vehicles off the lot for loaners. Also CDR has the worse possible loan vehicle programs in the business. On the GM side when you pulled a vehicle for service; there is a set time/mileage that most be met for the loaner vehicle. Once you reached that you would receive a rebate for x amount based on the vehicle model. This would help with lowering the cost so you could have a better chance getting an approval for someone with bad credit or a lot of negative equity. CDR has no program like this but forces the dealership to buy/title the vehicle. This turns it into a used vehicle by state laws(being titled) and gives the dealership no incentives. Basically they lose a new car and 85% of the time take a loss on that vehicle. I remember selling a Chrysler 200 that was a loaner right after they discontinued them. That store had to take a $15,000 loss on that vehicle. A lot of CDJ will buy newer CDJ from auction and use those as loaner vehicles. That plan works until used vehicles are hard to find and they are selling for super high prices at auction. The people bring up Mercedes….luxury car programs are 100% different. To be a stand alone top tier Cadillac store you have to gut a $100k Escalade and upfit it for a 24hr service vehicle….and the list goes on. We dropped down a level on Cadillac ranking because we didn’t get a new Cadillac for 8months (that wasn’t ordered)and had none to put into service. I guess my point is the dealerships aren’t trying to screw you over. They are trying to get by at a really hard time in that business. You honestly think a GM wants to get yelled at by someone not having a loaner vehicle available for someone several times a day? Be glad if they can actually get the parts to fix the vehicle with the current supply chains issues. People honestly can’t look at the big picture of everything that is going on in the auto world but the fact they can’t get everything they want like years past. When they don’t get it they throw a temper tantrum and go full blown Karen about how this place 5years ago did it different( not taking consideration of 5 years ago people where taking $15k off a new vehicle because they had so many)

 

[ShadowsPapa]

I'm still amazed at how Jeep people expect dealers to have loaners.
Like any other dealer - some will, some won't.
Like any other dealer, some never have, some have for years.
But these days, even people who travel for work like my son does, have problems finding rentals.
When there's nothing much on the lot to sell, there's even less to loan out.
Rental companies in some places are really stretched thin.

No offense - but is this your first new vehicle experience?
Sounds like it.
I've been buying cars (new) since the 1970s and very little has changed - except the expectations people have.

Please read the warranty, the other info in the packets............ no loaners/rentals promised other than the wave 1 day thing (IF available! read that print, as well)

Welcome to the world. Rentals and loaners are pretty thin out there, and good grief, it's not just Jeep. This isn't "a Jeep thing".

I guess it's an entitlement world.
I have always made sure I had my ducks in a row before taking a vehicle in. It's part of ownership.
Don't compare a Mercedes to a truck - these are expensive, but not in the same class as a Lexus or Mercedes.

 

[Viper112]

I’m going to apologize for the long post…..recently left the car business after 8+ years. I worked at a Chevy/Buick/Cadilac dealership but had access to 17+ brands. Our CDJ store was beside us and always was over there doing stuff or selling a vehicle there. With the inventory issues most dealerships are making the hard choice of leaving new vehicles on their lot or pulling them for service loans. Most dealerships are leaving them on the lot to try and let their salespeople make a living. Plus most of the vehicles arriving are already sold. We started using rental cars/used vehicles when available. Rental cars are hard to find and well used car inventory for a while hardly existed. Most dealerships cann’t afford having 8+ used vehicles off the lot for loaners. Also CDR has the worse possible loan vehicle programs in the business. On the GM side when you pulled a vehicle for service; there is a set time/mileage that most be met for the loaner vehicle. Once you reached that you would receive a rebate for x amount based on the vehicle model. This would help with lowering the cost so you could have a better chance getting an approval for someone with bad credit or a lot of negative equity. CDR has no program like this but forces the dealership to buy/title the vehicle. This turns it into a used vehicle by state laws(being titled) and gives the dealership no incentives. Basically they lose a new car and 85% of the time take a loss on that vehicle. I remember selling a Chrysler 200 that was a loaner right after they discontinued them. That store had to take a $15,000 loss on that vehicle. A lot of CDJ will buy newer CDJ from auction and use those as loaner vehicles. That plan works until used vehicles are hard to find and they are selling for super high prices at auction. The people bring up Mercedes….luxury car programs are 100% different. To be a stand alone top tier Cadillac store you have to gut a $100k Escalade and upfit it for a 24hr service vehicle….and the list goes on. We dropped down a level on Cadillac ranking because we didn’t get a new Cadillac for 8months (that wasn’t ordered)and had none to put into service. I guess my point is the dealerships aren’t trying to screw you over. They are trying to get by at a really hard time in that business. You honestly think a GM wants to get yelled at by someone not having a loaner vehicle available for someone several times a day? Be glad if they can actually get the parts to fix the vehicle with the current supply chains issues. People honestly can’t look at the big picture of everything that is going on in the auto world but the fact they can’t get everything they want like years past. When they don’t get it they throw a temper tantrum and go full blown Karen about how this place 5years ago did it different( not taking consideration of 5 years ago people where taking $15k off a new vehicle because they had so many)

while I understand the landscape is different with todays issues, I’m still not sure that’s really an excuse for terrible customer service.

Stellantis made a 15 billion dollar profit last year. You mean to tell me they can’t afford to offer a rental when they run out of loaners? To offer better solutions to your customers who, more likely than not, were affected by the pandemic more than a billion dollar corporation?

The chip shortage isn’t new. I can rent a car from enterprise tomorrow. There’s rentals available. They should be doing more than what they currently doing

 

[Viper112]

I'm still amazed at how Jeep people expect dealers to have loaners.
Like any other dealer - some will, some won't.
Like any other dealer, some never have, some have for years.
But these days, even people who travel for work like my son does, have problems finding rentals.
When there's nothing much on the lot to sell, there's even less to loan out.
Rental companies in some places are really stretched thin.

No offense - but is this your first new vehicle experience?
Sounds like it.
I've been buying cars (new) since the 1970s and very little has changed - except the expectations people have.

Please read the warranty, the other info in the packets............ no loaners/rentals promised other than the wave 1 day thing (IF available! read that print, as well)

Welcome to the world. Rentals and loaners are pretty thin out there, and good grief, it's not just Jeep. This isn't "a Jeep thing".

I guess it's an entitlement world.
I have always made sure I had my ducks in a row before taking a vehicle in. It's part of ownership.
Don't compare a Mercedes to a truck - these are expensive, but not in the same class as a Lexus or Mercedes.

I’ve had new vehicles before and never had an issue with getting a loaner.

You may call it entitlement, I call it expectations. I’ve got a warranty issue on a 6 month vehicle with 4500 miles. They should be taking care of it, and doing what they can to make sure that I as a customer is satisfied. That’s how you retain business and get referrals. There are Mercedes’ that cost less than what I paid for my truck.

 

[GobiGladiator7]

while I understand the landscape is different with todays issues, I’m still not sure that’s really an excuse for terrible customer service.

Stellantis made a 15 billion dollar profit last year. You mean to tell me they can’t afford to offer a rental when they run out of loaners? To offer better solutions to your customers who, more likely than not, were affected by the pandemic more than a billion dollar corporation?

The chip shortage isn’t new. I can rent a car from enterprise tomorrow. There’s rentals available. They should be doing more than what they currently doing

First off the dealerships arent the manufacturer so that would be a big issue. Most new cars have like $600-1500 profit for a dealership from the manufacturer. Many dealerships are struggling right now that’s why so many have added fees to their pricing…..to try and keep the doors opened. You literally want a dealership to make a car appear on their lot for you to use as a service loaner while they can hardly get a vehicle to sell in general. The auto industry lost $210billion in 2021
https://www.motortrend.com/news/aut...conductor-chip-shortage-reasons-solution/amp/

Chip shortage isn’t new you are correct. So you should know not many new vehicles are available. You may have noticed a lot of the rental cars are older than normal(because they have bought used cars to try and replace their fleets). You may have noticed the pricing has gone up. To say rental companies are not affected would be ignorance at its best.

But literally you proved my “Karen” point with your response….it’s not the answer you want even though it’s very realistic but it’s not convenient for you so nothing else matters…..so I will ask you this question “ why would any dealership not try to help you if it was possible? You think they want to hear you complain to them about it? Do you think they want to deal with all the complaints on social media and review pages? Really what reason would someone do that to deal with the aftermath? Truth be told you can’t see the current situation as a whole picture outside of what affects you

 

[Viper112]

First off the dealerships arent the manufacturer so that would be a big issue. Most new cars have like $600-1500 profit for a dealership from the manufacturer. Many dealerships are struggling right now that’s why so many have added fees to their pricing…..to try and keep the doors opened. You literally want a dealership to make a car appear on their lot for you to use as a service loaner while they can hardly get a vehicle to sell in general. The auto industry lost $210billion in 2021
https://www.motortrend.com/news/aut...conductor-chip-shortage-reasons-solution/amp/

Chip shortage isn’t new you are correct. So you should know not many new vehicles are available. You may have noticed a lot of the rental cars are older than normal(because they have bought used cars to try and replace their fleets). You may have noticed the pricing has gone up. To say rental companies are not affected would be ignorance at its best.

But literally you proved my “Karen” point with your response….it’s not the answer you want even though it’s very realistic but it’s not convenient for you so nothing else matters…..so I will ask you this question “ why would any dealership not try to help you if it was possible? You think they want to hear you complain to them about it? Do you think they want to deal with all the complaints on social media and review pages? Really what reason would someone do that to deal with the aftermath? Truth be told you can’t see the current situation as a whole picture outside of what affects you

The chip shortage isn’t new and dealerships as a whole as ambassadors of the jeep brand should have solutions to issues during these times.

Not sure why you keep saying it’s a Karen thing. What’s Karen about wanting an issue sized thats affecting my brand new jeep? I bring up the profit as in the mother company can afford rentals in case like this. They can reimburse the dealership and keep the customer happy.

I certainly understand todays issues and the bigger picture. Just saying more can be done.

Did you just came here to call me a
Karen? To defend the honor of all these dealerships?

 

[wchevron]

I’m going to apologize for the long post…..recently left the car business after 8+ years. I worked at a Chevy/Buick/Cadilac dealership but had access to 17+ brands. Our CDJ store was beside us and always was over there doing stuff or selling a vehicle there. With the inventory issues most dealerships are making the hard choice of leaving new vehicles on their lot or pulling them for service loans. Most dealerships are leaving them on the lot to try and let their salespeople make a living. Plus most of the vehicles arriving are already sold. We started using rental cars/used vehicles when available. Rental cars are hard to find and well used car inventory for a while hardly existed. Most dealerships cann’t afford having 8+ used vehicles off the lot for loaners. Also CDR has the worse possible loan vehicle programs in the business. On the GM side when you pulled a vehicle for service; there is a set time/mileage that most be met for the loaner vehicle. Once you reached that you would receive a rebate for x amount based on the vehicle model. This would help with lowering the cost so you could have a better chance getting an approval for someone with bad credit or a lot of negative equity. CDR has no program like this but forces the dealership to buy/title the vehicle. This turns it into a used vehicle by state laws(being titled) and gives the dealership no incentives. Basically they lose a new car and 85% of the time take a loss on that vehicle. I remember selling a Chrysler 200 that was a loaner right after they discontinued them. That store had to take a $15,000 loss on that vehicle. A lot of CDJ will buy newer CDJ from auction and use those as loaner vehicles. That plan works until used vehicles are hard to find and they are selling for super high prices at auction. The people bring up Mercedes….luxury car programs are 100% different. To be a stand alone top tier Cadillac store you have to gut a $100k Escalade and upfit it for a 24hr service vehicle….and the list goes on. We dropped down a level on Cadillac ranking because we didn’t get a new Cadillac for 8months (that wasn’t ordered)and had none to put into service. I guess my point is the dealerships aren’t trying to screw you over. They are trying to get by at a really hard time in that business. You honestly think a GM wants to get yelled at by someone not having a loaner vehicle available for someone several times a day? Be glad if they can actually get the parts to fix the vehicle with the current supply chains issues. People honestly can’t look at the big picture of everything that is going on in the auto world but the fact they can’t get everything they want like years past. When they don’t get it they throw a temper tantrum and go full blown Karen about how this place 5years ago did it different( not taking consideration of 5 years ago people where taking $15k off a new vehicle because they had so many)

I understand what you are saying and I understand where the dealerships are in regards to the chip shortage and overall vehicle shortage. But if Jeep wants to start selling vehicles with "luxury car" prices, they are going to need to change their business model and start offering luxury car service.
My mother has a year old Mercedes, a lease. The ac compressor died. The manufacturer won't have a new compressor for a year and it can't be repaired. At first they gave her a loaner, one of the cheaper lower end models. She called and said if she was going to be without her car for a year, she wanted a comparable model. No problem, they dropped one off the next day.
I'm sure at the dealership they were scrambling to find something for her, complaining about losing a loaner for a year, etc. But all she knew was she called and asked for an equal model, it showed up the next day. That's customer service. That's why Mercedes has the reputation it has. That's why you are paying a premium for their cars.
If Jeep is going to started charging Mercedes prices on some vehicles, they are going to have to up their game. Maybe not in the short term, during this shortage, but once supply is back to normal, they may find their higher priced vehicles aren't selling.

 

[GobiGladiator7]

The chip shortage isn’t new and dealerships as a whole as ambassadors of the jeep brand should have solutions to issues during these times.

Not sure why you keep saying it’s a Karen thing. What’s Karen about wanting an issue sized thats affecting my brand new jeep? I bring up the profit as in the mother company can afford rentals in case like this. They can reimburse the dealership and keep the customer happy.

I certainly understand todays issues and the bigger picture. Just saying more can be done.

Did you just came here to call me a
Karen? To defend the honor of all these dealerships?

I didn’t come here to call you Karen. But you neglected everything I’m saying from the situation. You have no idea what the chip shortage has caused and Have no idea on “loaner programs”. You need to realize that the manufacturer and the dealership are two different groups. The only answer you want that is good enough is that you get a loaner vehicle no matter what. Once again……what reason/motivation does the dealership have to go through all of this by not giving you a loaner vehicle? Clearly you not getting a loaner vehicle is going to be an issue…..why would they put themselves in this situation intentionally if there was a way to get around it?

 

[Viper112]

I didn’t come here to call you Karen. But you neglected everything I’m saying from the situation. You have no idea what the chip shortage has caused and Have no idea on “loaner programs”. You need to realize that the manufacturer and the dealership are two different groups. The only answer you want that is good enough is that you get a loaner vehicle no matter what. Once again……what reason/motivation does the dealership have to go through all of this by not giving you a loaner vehicle? Clearly you not getting a loaner vehicle is going to be an issue…..why would they put themselves in this situation intentionally if there was a way to get around it?

I’m not neglecting what your saying. I’m just pointing out that despite what your saying, there are other ways to keep customers happy other than just saying sorry, you are out of luck. My situation is not unique as I’m sure others are having the same issues. I just think that In tough times, even with the chip shortage, that they can come up with a solution that works for both dealership and customer. The motivation for a dealer and company to do this is would be customer retention and brand loyalty. These cars aren’t exactly cheap, so the comparison to luxury car brands is fair.

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