Jeep cares and overall horrible experience

[rezar1]

Few months ago I had the dreaded axle sensor light com on. Took it to the dealer and they said it’s a sensor plug that needed to be replaced. However at that time due to the strikes, they didnt know when the parts will be available. They said it could be months. They also said the vehicle is not safe to drive.

I had made a post on the forum which I also tagged @JeepCares about parts availability and someone reached out to me from Jeepcare through forum mail. I explained the situation to them and told them that since there was no ETA on parts, I brought the vehicle home even though I was told by the dealer not drive it. I didn’t want the truck to sit at the dealership for unspecified amount of time.

They said they have opened a case and an agent will reach out once they were able to review the details.

An agent reached out on the phone and after explaining the situation again, they said they will help trying to expedite the parts and that I can get a rental and get reimbursed until repairs are completed which I did. This was over the phone.

Overall the truck was down for 2 months until the parts became available and repairs were completed. I however got rental for about 3 weeks.

Now I am being told by @JeepCares that since I took the vehicle home, I don’t qualify for rental reimbursement. The original agent that was helping is no longer there and she didn’t make any notes about rental. So in addition to not being able to drive the truck for months, I am out of pocket for about $1,700 for rental expenses even though I was told that they would cover up to $71 per day in rental expenses on the phone. I am not sure what recourse I have at this point.

This has been by far the worse experience I have had with any car manufacturer for the past 25 years. The sad part is that I now own two different vehicle by Jeep/Chrysler brand and had it not been for the horrible resale value of both vehicles, I would have sold both tomorrow.

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[CreepyJeepy]

it’s pretty hit or miss with the Chrysler cares service.

My Jeep was at the dealer for 7 weeks for the HPFP.

I didn’t bother with a rental… I borrowed wife’s car…

I did fight with them at the end and they gave me a 125k extended warranty, as well as 4 oil change credits for 150 each. So it did work out in my favor to work with them.

They were a mess to work with, accidentally closed my case 2x…. Had 4 different reps…

The best part is they called me a week after the HPFP recall was completed to let me know I had a recall for the HPFP… I reminded them that’s what we had been working on for the past 7 weeks….

 

[rezar1]

The truck was down for almost a month before I got a rental. I only got the rental after I was told it would be covered. Had I known it wasn’t, I would have made other arrangements.

 

[CreepyJeepy]

The truck was at the dealer for almost a month before I got a rental. I only got the rental after I was told it would be covered. Had I known it wasn’t, I would have made other arrangements.

A verbal contract was made, they need to honor it…don’t back off

 

[Hootbro]

I feel for you. JeepCares has always been a pig in a poke. I have a suspicion they are contract employees to Stellantis and always on a revolving door in and out.

The problem is finding one that actually "cares" (no pun intended) and follows through.

Maybe call them back and ask if they have "Quality Assurance" recordings of the calls and if they can search by time and date to see if that verbal statement was made of the prior rep authorizing reimbursement? Of course that is a hail Mary but would not hurt to ask.

 

[rezar1]

I know the calls were being recorded because they told me every time I talked with them. I did ask for the recordings of the calls but was told they are not available to me.

If it had not cost me $1,700, I wouldn’t care as much about quality of the service. But they told me it was covered and I made a decision based on that and now it has cost me.

They have definitely lost me as a future customer and a brand ambassador. People stop to talk to me about the truck a lot and so far I have always given them a positive feedback even with the few issues it had with such low mileage (~3,800 Miles). I was speaking so highly of the truck that my brother is thinking about getting one since his lease is coming up in couple of months.

But as you can imagine, I won’t be doing that going forward. If I can persuade less than 5 people for rest of my life to not buy a Jeep/Chrysler vehicle, it would make up for more than the expense of the rental. It will make me feel better about the whole situation.

 

[Hootbro]

Maybe file a complaint with your state consumer protection agency?

https://www.dca.ca.gov/consumers/complaints/consumer.shtml

I know California has a chubby against Stellantis going on right now. Maybe it will get some traction.

 

[Puch]

Few months ago I had the dreaded axle sensor light com on. Took it to the dealer and they said it’s a sensor plug that needed to be replaced. However at that time due to the strikes, they didnt know when the parts will be available. They said it could be months. They also said the vehicle is not safe to drive.

I had made a post on the forum which I also tagged @JeepCares about parts availability and someone reached out to me from Jeepcare through forum mail. I explained the situation to them and told them that since there was no ETA on parts, I brought the vehicle home even though I was told by the dealer not drive it. I didn’t want the truck to sit at the dealership for unspecified amount of time.

They said they have opened a case and an agent will reach out once they were able to review the details.

An agent reached out on the phone and after explaining the situation again, they said they will help trying to expedite the parts and that I can get a rental and get reimbursed until repairs are completed which I did. This was over the phone.

Overall the truck was down for 2 months until the parts became available and repairs were completed. I however got rental for about 3 weeks.

Now I am being told by @JeepCares that since I took the vehicle home, I don’t qualify for rental reimbursement. The original agent that was helping is no longer there and she didn’t make any notes about rental. So in addition to not being able to drive the truck for months, I am out of pocket for about $1,700 for rental expenses even though I was told that they would cover up to $71 per day in rental expenses on the phone. I am not sure what recourse I have at this point.

This has been by far the worse experience I have had with any car manufacturer for the past 25 years. The sad part is that I now own two different vehicle by Jeep/Chrysler brand and had it not been for the horrible resale value of both vehicles, I would have sold both tomorrow.

I’d be really surprised if they don’t have their calls archived. As long as you can provide the day and maybe the approximate time, they should be able to review the call.
I learned a long time ago to write down dates, times, names and request any verbal agreements be backed up in writing (email). Never had to do this with Jeep. They always just say “can’t find the problem” when I deal with them. They did offer me $25 a day for 3 days of rental one time. I said no thanks.
Hope it all gets resolved. Good luck.

 

[punk'n]

When I dealt with JeepCares, I was told they had to keep notes on our conversations (of course, I kept my own too). And, if I remember right, I was even told to "hold on" while they typed them.

I would fight them and advise them that since their employee did not do their job and keep notes, its not your problem. As stated above, it was a verbal agreement.

 

[Gvsukids]

They have definitely lost me as a future customer and a brand ambassador. People stop to talk to me about the truck a lot and so far I have always given them a positive feedback even with the few issues it had with such low mileage (~3,800 Miles). I was speaking so highly of the truck that my brother is thinking about getting one since his lease is coming up in couple of months.

Good or bad, you still are an ambassador. Shouldn't your gripe be with @JeepCares and not the truck?

 

[Dickster]

It sucks for sure to deal with that, but just remember covid shut downs messed with all manufacturer. Go join a chevy or Ford forum and look at wait times.

 

[rezar1]

Good or bad, you still are an ambassador. Shouldn't your gripe be with @JeepCares and not the truck?

Jeepcares is an extension of an overall Jeep experience and if that’s how they treat their customers, how can I in good conscience recommend a brand like that?!

I really can’t.

They cost me unnecessary expense.

 

[JeepCares]

Jeepcares is an extension of an overall Jeep experience and if that’s how they treat their customers, how can I in good conscience recommend a brand like that?!

I really can’t.

They cost me unnecessary expense.

Hello, We apologize for the experience you had to go through. Please send us a private message, we shall assist you further with your request. Sylvia Jeep Cares

 

[Jtschnel]

I feel for you. JeepCares has always been a pig in a poke. I have a suspicion they are contract employees to Stellantis and always on a revolving door in and out.

The problem is finding one that actually "cares" (no pun intended) and follows through.

Maybe call them back and ask if they have "Quality Assurance" recordings of the calls and if they can search by time and date to see if that verbal statement was made of the prior rep authorizing reimbursement? Of course that is a hail Mary but would not hurt to ask.

This case provides a very good reason to initiate the call by letting them know you are going to record the conversation, and then doing so. That said, it’s a pretty sad commentary in general, and of a brand I hope to continue to use, specifically Jeep.

 

[SoK66]

Having run customer service operations for a Jeep competitor, all the research says you do your company a big negative when you "over promise and under deliver" like has been done to the OP. Stellantis saying "Jeep Cares" and then really not giving a rat's @$$ is pretty bush league. OTOH, Jeep has so many quality issues it doesn't surprise me they often don't follow through like we see often on this Forum.

Probably a lead pipe cinch "Jeep Cares" is outsourced to some outfit like MSXi, or other manpower outfit. Very common in industry these days. IOW, "We just want to market & sell, we don't actually want to deal with clients. So, lets see if we can contract all this squishy, messy, no-win customer stuff off somewhere and let then deal with it. Besides, we'll be able to say we cut headcount at the same time." Ah, corporate life!

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