Dealer Difficulties.

[Sweetums]

General grousing, griping, and grumbling about dickheaded dealers.

I've had it with my local dealer, Ken Garff in West Valley, UT, they can't seem to get anything right on the first try, or the second... or third.

Most recently I had my truck in for corrosion warranty replacements and got a new hood, tailgate, and three out of the four doors replaced. Upon picking up the truck I found immediately that the wing mirror was only adjusting on one axis, but not the other. Since that door was replaced I had to turn around and take the truck back for them to fix whatever wiring they screwed up. I spent the next couple weeks mostly driving in town and at lower speed, but on a road trip where I could open it up I found the Rubicon hood vents were loose and moving about 1/8" in the wind. That was going to drive me nuts and eventually wear through the paint, so back to the dealer it goes for that to be fixed and for the power steering electrical recall.

This was their "fix", a messy smear of adhesive goo gluing the vent right to the hood. This is the type of crap I'd expect from some 17 year old kid building a drift car in his parents driveway. Now I'm going to have to tear my hood apart and figure out how to clean this crap off myself so I can properly fix the problem. This messy smear isn't evenly applied, but looking down the length of the hood (as one does from behind the wheel) makes it look even worse. It's been there a few days and it's driving me up the wall; a constant reminder of premium-cost half-assery.

@JeepCares is this one in the factory service manual or TSB for a hood replacement?

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[BlackRuby23]

That kind of BS is why I only take my vehicles into the dealer when absolutely necessary. I have been known to just repair things myself instead of sending my baby in for a molestation.

 

[Sweetums]

Yeah, it was a mistake on my part. I thought something as simple as a part that literally clips into place without the need for tools would be inside the margins for a factory-certified technician.

 

[ArcticDreadnought]

You need to make the request to find out who the lead technician is that is determining the level of care for your Jeep. Cross reference that with whomever is being assigned to your Jeep, and then whoever is signing off on the final product of their "repairs".

Frankly, it sounds like the person who is signing off on these "completed repairs" is completely burned out and needs to be replaced. Otherwise, their either incompetent or being openly malicious towards you continuing to bring your Jeep in.

@JeepCares, this is absolutely a job for you.

But first, Sweetums, document document document. Paperwork of incoming customer complaint vs. signed out paperwork on what was actually accomplished. Times of calls of complaint, who you spoke with, ect. Everything.

Build your case and build it unassailable. Half the people I know think I'm being paranoid or overcareful in keeping a file with dates, times, names, signatures and files. I probably am, but in the end, if something goes wrong and I know for a fact it was nothing I did, then I have complete proof that would stand up in court as to why. Hell, I've even gone so far as to have them mark down each individual nut/bolt and corresponding torque that they've tightened it to.

I do this because I fully plan on this truck to be my forever vehicle, and I'll do what it takes to make it so.

Do what you need to get this resolved, and good luck.
The only thing to remember is this will not be a sprint. This is a marathon.

 

[Sweetums]

You need to make the request to find out who the lead technician is that is determining the level of care for your Jeep. Cross reference that with whomever is being assigned to your Jeep, and then whoever is signing off on the final product of their "repairs".

Frankly, it sounds like the person who is signing off on these "completed repairs" is completely burned out and needs to be replaced. Otherwise, their either incompetent or being openly malicious towards you continuing to bring your Jeep in.

@JeepCares, this is absolutely a job for you.

But first, Sweetums, document document document. Paperwork of incoming customer complaint vs. signed out paperwork on what was actually accomplished. Times of calls of complaint, who you spoke with, ect. Everything.

Build your case and build it unassailable. Half the people I know think I'm being paranoid or overcareful in keeping a file with dates, times, names, signatures and files. I probably am, but in the end, if something goes wrong and I know for a fact it was nothing I did, then I have complete proof that would stand up in court as to why. Hell, I've even gone so far as to have them mark down each individual nut/bolt and corresponding torque that they've tightened it to.

I do this because I fully plan on this truck to be my forever vehicle, and I'll do what it takes to make it so.

Do what you need to get this resolved, and good luck.
The only thing to remember is this will not be a sprint. This is a marathon.

Honestly, at this point I plan to fix it myself so I know it's done right. I don't plan to have my truck back at this dealer again; the last two times I pointed out that they damaged the truck or didn't complete repairs it seemed like pointing out the problem was an annoyance for them rather than their responsibility to make right. From the beginning I got the impression that they didn't want to do the corrosion repair, that their damage to the wiring was a giant PITA for the tech - probably because they weren't being paid since they caused the damage in the first place. Now this.

The service writer called to inform me on Friday that the truck might not be done by the end of the day as estimated because the body shop tech who did the paint was called in to fix it and he was "stuck in traffic" and "he has to drop the headliner" [sic]. I had communicated a week prior about the issues the truck was in for and they could have given the guy a heads up, instead it sounds like they pulled him in on his day off with no warning.

I had told the service writer they could keep the truck an extra day so they had time to do it right, but I got a message the truck was good to go just 90 minutes later. I'm guessing the guy showed up with a chip on his shoulder about being called into work and just did the easiest thing possible with a tube of industrial glue so he could go back to his Friday night plans.

I have no trust in this dealer and every time I go back with a problem my truck shows up worse off than when it started. Rather than fight this fight and maybe win a Pyrrhic Victory, I'm going to cut my losses and just do it myself. Fighting this with the dealer will, at best, just put my truck back in the hands of inept and resentful dickheads who will probably abuse it and once again do the crappiest job they can get away with; not worth the time or aggravation when I could do it myself faster and better.

 

[Freems]

Sweetums, like you corrosion repair buy the dealers. They called me to come pick up the rig, got there and the service manager took me to inspect the rig. First thing I noticed was the hood nipples were put on the new hood with so much torque the hood nipples we’re at the bottom of a crater. Looking at the door hinges on 3 of the 3 replaced doors, all 3 doors replaced had the same craters, too much torque putting them back on with an impact set on I don’t give a F__k. Mgr looked at it and said, that’s the way they come from the factory. I was so pissed I asked him to follow me to his new JTs lined up at their sales lot. Told him find me one on your new lot that had craters on the same items. Not a single crater to be found. Took them two more days to de-crater the JT. Aholes from the bottom to the top of the dealer organization.

 

[ChrisNLA]

Every time I remember I need to take mine for hood corrosion - I see stuff like this.

Then I'm like - well I can just buy a Rubicon or Mojave hood kit online and have a body shop paint it, then install it all myself, and just not worry about it.

Guess we'll see here later this year

 

[JeepCares]

Honestly, at this point I plan to fix it myself so I know it's done right. I don't plan to have my truck back at this dealer again; the last two times I pointed out that they damaged the truck or didn't complete repairs it seemed like pointing out the problem was an annoyance for them rather than their responsibility to make right. From the beginning I got the impression that they didn't want to do the corrosion repair, that their damage to the wiring was a giant PITA for the tech - probably because they weren't being paid since they caused the damage in the first place. Now this.

The service writer called to inform me on Friday that the truck might not be done by the end of the day as estimated because the body shop tech who did the paint was called in to fix it and he was "stuck in traffic" and "he has to drop the headliner" [sic]. I had communicated a week prior about the issues the truck was in for and they could have given the guy a heads up, instead it sounds like they pulled him in on his day off with no warning.

I had told the service writer they could keep the truck an extra day so they had time to do it right, but I got a message the truck was good to go just 90 minutes later. I'm guessing the guy showed up with a chip on his shoulder about being called into work and just did the easiest thing possible with a tube of industrial glue so he could go back to his Friday night plans.

I have no trust in this dealer and every time I go back with a problem my truck shows up worse off than when it started. Rather than fight this fight and maybe win a Pyrrhic Victory, I'm going to cut my losses and just do it myself. Fighting this with the dealer will, at best, just put my truck back in the hands of inept and resentful dickheads who will probably abuse it and once again do the crappiest job they can get away with; not worth the time or aggravation when I could do it myself faster and better.

Thanks for bringing this to our attention. @ArcticDreadnought

We are very sorry to hear about your experience regarding this situation and that you feel this way. We completely understand your concerns with the dealer given past interactions. Nevertheless, should you reconsider, our team would like to accompany you during your visit so we can help find the best solution for you. @Sweetums

Gia
Jeep Cares

 

[Sandman 4x4]

Wow I can empathize with all Jeep owners, new owners that have paid tens of thousands of dollars for a very cool vehicle with deep heritage, only to be saddled with slacking or just downright lazy and not honorable dealers and their employees. When in the market a couple years ago now I found almost exactly what I needed, a Sport S, with safety and convenience packages, with hardtop and automatic. Plus a $15k discount! MSRP of $51,400, for $36,400, or about the price of a used 2022 Sport S with low mileage. Over the two years, starting at 14,800 miles the dreaded death wobble appeared, called the dealer in Central Florida, Thunder JCDR, who told me to bring it in carefully. Upon arrival on a Friday afternoon my Gladiator was brought rigt in an a tech said the steering damper was leaking that I could see, but was on order to arrive on Monday. That plus alignment. Without hesitation the service manager had paperwork for a free rental saying he would call. Monday at noon he called and I went to pick it up. That improved the return to center and smoother that ever. That dealer is an hour away and twice as far as the closest. Next at 24,500 the batteries are dead, called the closest dealer, the only one Jeep Cares will provide the free tow and diagnostic service to see exactly what was wrong, no lights no starts. Then he said they will need another 5 daze to fit me in? I called Thunder Service and was asked it I could jump start with a starter device to be sure I could make it and that’s what I did. We arrived at 11:00 and had two new batteries and on our way home by 1:00! The only other trips in between were oil&filter changes because I now have faith in them. I can’t see going anywhere else!

 

[verde]

Has anybody had their hood and tailgate replaced that’s satisfied? I’m waiting for warranty work to be approved for this.
I wonder if they will let me keep the old hood?
I always thought factory paint was better than a body shop paint job.

 

[Wheelin98TJ]

Has anybody had their hood and tailgate replaced that’s satisfied? I’m waiting for warranty work to be approved for this.
I wonder if they will let me keep the old hood?
I always thought factory paint was better than a body shop paint job.

Hood and tailgate replaced on mine in June. Everything looks great as of now.

The new steel hood is heavy as hell.

I agree factory paint seems to usually be better, but maybe not in this case.

 

[Wheelin98TJ]

If I can add another dickhead dealer to the thread:

Yark Jeep in Toledo, Ohio.

Told me 6-12 month wait for paint work and my warranty would expire while waiting. They don't want any warranty corrosion work, even if it's a customer that bought their vehicle from them new.

Fine by me. If they don't want the work, I don't want them doing it. Charlie's Jeep in Maumee was happy to help.

 

[verde]

Are all hoods replaced with steel? I thought they were aluminum.

 

[Sweetums]

Are all hoods replaced with steel? I thought they were aluminum.

I just checked my replacement and it appears to be aluminum - at least according to the magnetic tail on my flashlight.

 

[Freems]

Has anybody had their hood and tailgate replaced that’s satisfied? I’m waiting for warranty work to be approved for this.
I wonder if they will let me keep the old hood?
I always thought factory paint was better than a body shop paint job.

Both of mine replaced and yes I’m satisfied with the color match, the installation and the finish of the paint. Note: I made them wet sand and buff everything because all the new pieces they replaced came out of the paint booth with orange peel. Keeping the old pieces was not possible, the dealership has to return any warranted part to Jeep for evaluation to receive their warranty credit. I even tried to purchase the tailgate shell from them, but they said no because of the warranty credit back to them would be held by Jeep. Factory paint vs local dealership paint is a wash…go to a Jeep dealer and look closely at the new Jeeps on the lot…most of them will have orange peel. Modern paint application is a very detailed process to apply, right temperature, proper prep work, proper wipe down, and accurate timing the different applications that need to be applied.

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