Jeep Wave Customer Care disappointment

[Jay1313g]

Our 2021 Gladiator Sport EcoDiesel is our first Jeep. Honestly, I've been a Toyota fan for a long time, but Toyota didn't have a convertible diesel that looked this frickin' cool. Sold the Harley and dove in on a Gladiator.
During the sales process, I did like that the Jeep Wave program would not only cover the first 3 rather expensive oil changes and tire rotations, but they would also give us a loaner car to drive while this was being done. That meant I didn't have to work my schedule around picking up and dropping off the wife at the dealership.
It just turned over 5k miles and I wanted to get the first oil change done. Today, I tried to schedule this with the Dealership only to be told they don't do the loaners. I called the number from the fancy Jeep Wave Customer Care brochure I was sent and the Claims Manager told me that I couldn't get a loaner unless the dealer participated in the loaner program.
I told her that JEEP's Wave program promised me a loaner and not the dealer. She apologized and said that if I rented a car, she would process a reimbursement for me. (That's almost as much trouble as picking up and dropping off the wife.)
Seems like a bit of false advertising to me @JeepCares. Am I misunderstanding the program?

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[MrZappo]

Our 2021 Gladiator Sport EcoDiesel is our first Jeep. Honestly, I've been a Toyota fan for a long time, but Toyota didn't have a convertible diesel that looked this frickin' cool. Sold the Harley and dove in on a Gladiator.
During the sales process, I did like that the Jeep Wave program would not only cover the first 3 rather expensive oil changes and tire rotations, but they would also give us a loaner car to drive while this was being done. That meant I didn't have to work my schedule around picking up and dropping off the wife at the dealership.
It just turned over 5k miles and I wanted to get the first oil change done. Today, I tried to schedule this with the Dealership only to be told they don't do the loaners. I called the number from the fancy Jeep Wave Customer Care brochure I was sent and the Claims Manager told me that I couldn't get a loaner unless the dealer participated in the loaner program.
I told her that JEEP's Wave program promised me a loaner and not the dealer. She apologized and said that if I rented a car, she would process a reimbursement for me. (That's almost as much trouble as picking up and dropping off the wife.)
Seems like a bit of false advertising to me @JeepCares. Am I misunderstanding the program?

Dealer failed you, jeep customer care tried to make it right. You declined.

These dealers suck in a lot of ways but their inventories are largely depleted nowadays. Dealers who may have had loaners in the past may not have them now.

These are hard times. You found a person/department that offered a solution that was within their power.

You didn't like the solution.

I get it but these are not normal days.

 

[Sorbs]

You do realize your oil change will take less than 30 minutes, right?

 

[Mr._Bill]

My dealer puts you in an Enterprise rental car that they pay for, but only if they have to keep it overnight or longer. I have never expected or asked for a replacement vehicle while just getting an oil change.

 

[pcrawfordpt]

Every other brand of vehicle I have owned always gave me a loaner for anything I had done under warranty or for any service. Was told the same thing regarding Jeep Wave, and my dealership NEVER has loaner vehicles. More like the Jeep Middle Finger…lol

 

[Summitsearcher]

I’ve always understood it was for overnight services only. Some dealers do just not have the loaners to give. We have to be a little more flexible in these trying times.

 

[Jay1313g]

To answer or clarify for a few responses.
A SAME DAY LOANER is part of the Jeep Wave program. (Not an overnight thing.)
An oil change CAN be done in 30 minutes, but your vehicle sitting in line takes longer than 30 minutes. First come first serve. The Service Advisor recommended my wife arrive at 6:30 am to get in line for their 7 am opening time for the shortest wait.
This failure is on JEEP, not necessarily the dealer. The fancy marketing and program is from JEEP, not the dealer.
The cost of this program IS included in your purchase price, believe it or not, and I'm not getting the convenience I was sold.
I was offered a solution by their rep, but it is more complicated with me arranging a rental car, picking it up, dropping it off, paying for it, and submitting for reimbursement. Nah... That's not like, "Here's the keys to a loaner Charger. We will see you back this afternoon."
JEEP, the manufacturer, and the Jeep Wave program are failing on this promise.

 

[punk'n]

Unfortunately, I don't see jeep failing on this promise. Jeep offered the rental just as they promised. Because it wasn't convenient for you in your personal situation (picking it up, submitting for reimbursement etc.) doesn't mean they failed.

Your dealer never promised a rental. So, they do not have to have loaner available for you or on their lot.

 

[MrZappo]

To answer or clarify for a few responses.
A SAME DAY LOANER is part of the Jeep Wave program. (Not an overnight thing.)
An oil change CAN be done in 30 minutes, but your vehicle sitting in line takes longer than 30 minutes. First come first serve. The Service Advisor recommended my wife arrive at 6:30 am to get in line for their 7 am opening time for the shortest wait.
This failure is on JEEP, not necessarily the dealer. The fancy marketing and program is from JEEP, not the dealer.
The cost of this program IS included in your purchase price, believe it or not, and I'm not getting the convenience I was sold.
I was offered a solution by their rep, but it is more complicated with me arranging a rental car, picking it up, dropping it off, paying for it, and submitting for reimbursement. Nah... That's not like, "Here's the keys to a loaner Charger. We will see you back this afternoon."
JEEP, the manufacturer, and the Jeep Wave program are failing on this promise.

Yep, hard times ... Covid took an unprecedented toll on countless people and companies ... They cant respond as they once could. It will take some time to get everything back to capacity.

You bought a $50k vehicle and are upset because the loaner car that was offered to you was less convenient than you'd have liked. One was offered, you didn't like the extra work ...

Again, I get it ... You want everything you are entitled to ... And in normal times I suspect you would have it ... These aren't normal times.

What you are expecting makes sense ... But when people complain during a once in a lifetime event because they dont get exactly what they want, it just sounds a little whiny to me ...

Get over it ... Life is short, have a beer ...

 

[Wally's Dad]

The lady who sold me my Jeep has literally driven me to my house and then picked me back up, same day, when the Jeep was ready.

 

[Mr._Bill]

What about having the dealer come pick up the vehicle to be serviced? That is supposed to be an option being offered now, and was started due to Covid.

 

[LostWoods]

You do realize your oil change will take less than 30 minutes, right?

The oil change itself maybe but my dealer is always backed up for LOF even with an appointment. Staffing is rough these days.

 

[Jay1313g]

Yep, hard times ... Covid took an unprecedented toll on countless people and companies ... They cant respond as they once could. It will take some time to get everything back to capacity.

You bought a $50k vehicle and are upset because the loaner car that was offered to you was less convenient than you'd have liked. One was offered, you didn't like the extra work ...

Again, I get it ... You want everything you are entitled to ... And in normal times I suspect you would have it ... These aren't normal times.

What you are expecting makes sense ... But when people complain during a once in a lifetime event because they dont get exactly what they want, it just sounds a little whiny to me ...

Get over it ... Life is short, have a beer ...

I feel you.
When I was told about the program in February 2021 during the purchase pricess, I should not have been sold on this being a benefit of the program. Offer me a 4th oil change under the program because you can't do the loaner. Tell me up front that dealer participation is optional.

How many Rubicon owners would be pissed if they hit the switch only to find out they really didn't have a front locker they were supposed to have?
It's what you paid for. Right?
No big deal? Hard times, huh?
Yes, that is equipment and not a service, but both have value.

?????

 

[kevman65]

It's really pretty simple. If you need a rental, have them meet you at the dealership at drop off. Tell them you will call them to pick up from same dealership when service is complete.
Send the receipt in for reimbursement.

You were offered your loaner, you just don't like the options given. There's nothing in Wave Program about being convenient for you.

 

[Mr._Bill]

To answer or clarify for a few responses.
A SAME DAY LOANER is part of the Jeep Wave program. (Not an overnight thing.)
An oil change CAN be done in 30 minutes, but your vehicle sitting in line takes longer than 30 minutes. First come first serve. The Service Advisor recommended my wife arrive at 6:30 am to get in line for their 7 am opening time for the shortest wait.
This failure is on JEEP, not necessarily the dealer. The fancy marketing and program is from JEEP, not the dealer.
The cost of this program IS included in your purchase price, believe it or not, and I'm not getting the convenience I was sold.
I was offered a solution by their rep, but it is more complicated with me arranging a rental car, picking it up, dropping it off, paying for it, and submitting for reimbursement. Nah... That's not like, "Here's the keys to a loaner Charger. We will see you back this afternoon."
JEEP, the manufacturer, and the Jeep Wave program are failing on this promise.

Jeep did what they could to accommodate you, under the circumstances. Jeep does not own or control the dealership. Jeep cannot force the dealer to participate in the vehicle loaner program. Some states have restrictions, liability, insurance, and other requirements that make loaner cars difficult to provide. Due to that, dealers here partner with Car Rental companies and offer free shuttle services.

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