I was once the proud owner of a Jeep Liberty. My recent dealings with this dealer and Chrysler quickly changed that opinion. Service and support provided by both parties are abysmal! I wouldn't wish our experience with them on our worst enemy. Please, please, do yourself a favour and buy somewhere else. See below for more info.
On May 02 I took my car in because I was experiencing engine problems. I knew this was going to be an expensive fix. My first quote was around $5000 plus tax, a week later it grew to $8665 plus tax. We have been without our vehicle and waiting for 6 weeks. The dealer says they can't get the parts (our understanding and patience requested due to the crisis in Japan).
Re parts. I fail to understand what the situation in Japan has to do with respect to my Jeep. Last week the service people seemed very proud to tell us that they had discovered that same day that our engine originates in Italy. How does Japan fit in? Re parts and Japan. This is not the first time we've experienced issues with the lack of availability of parts. Every repair takes extra days because the parts aren't in stock. Basic items like brake discs and pads are out of stock. Mopar parts not available. Need to wait a few days in order to even get after market items. This is definitely not a new phenomenon resulting from the situation in Japan! Excuses, excuses!
The dealer owner showed little interest in our plight. He suggested we contact Chrysler to complain and that perhaps that would ensure more speed in them getting the appropriate part.
7 weeks later, I ask for a detailed listing of costs and hourly service charges. Oh, Oh! That same day I'm told that it's funny but that when they went to do the costing, new prices became effective June 1 and that as a result one of our parts had increased in price by $1000 and that they had also discovered another problem (which until now they neglected to inform us of). Our new projected bill was in the neighbourhood of $11000. We are still unable to receive a breakdown as they are reviewing. The dealer doesn't want to get into all of the legalities, but suffice it to say, they will honour the $8665 bill. Once the bill is finalized (and the work done) they will revisit the invoice in an effort to see what can be done. A little bit late in my view, as the work will be done!
Still no Jeep, still no parts. Dates being thrown around are mid-July (by dealer), mid-June (by Chrysler). Who knows??????
2 days after our initial contact with Chrysler Customer Services, they are able to tell us that they have been in contact with our dealer and that our elusive part has an ETA of June 14. That being said, the dealer denies ever having been communicated this by the Customer Service Rep in Windsor. The disconnect is frustrating. Not only are the stories different, but apparently they are on different tracking systems for parts. Ughhh!!
Complaining to Chrysler leads nowhere as the dealers are independent. They filed our complaint but we see nothing happening as a result.
The saga continues...