My
name is Jessica Meier. I believe you have been working with my husband,
Robert Meier. To remind you of the situation, we purchased a 2014 Jeep
Grand Cherokee, Limited. Our Jeep has less than 5,000 miles on it.
1.
On
February 14, 2015, we started having significant transmission problems.
Our car got stuck in 7th gear and the check engine light came on.
2.
Monday,
February 16th, 2015. We first took the car to the River Oaks
Jeep dealership to get it checked out where they proceeded to tell us our
transmission needed to be replaced and that it was unsafe to drive. They
sent us back to Northwest Dodge because that is where we purchased the car.
3.
We
arrived at Northwest Dodge on that same day, February 16th.
Your team said we had to wait (it would take up to a week and a half to
diagnose the issue) and would maybe have everything resolved by the end of
March. Your team put us into a loaner vehicle after several go-arounds
that day where they finally caved.
4.
We
drove the loaner vehicle for a week or so until Robert was able to meet with
you when you were able to move us to the “front” of the line. It was
determined that your team could fix the problems.
5.
We
stay in the loaner vehicle until repairs are made. You give us our car
back saying “It’s been fixed!”
6.
We
drive our Jeep and notice it is still having trouble shifting (up shift from 1st
to 2nd and downshift from 5th to 4th).
We take our Jeep back to Northwest Dodge where your team continues to declare
all is fine and that the transmission will “re-learn” what it needs to.
7.
We
take our Jeep back to you again on Tuesday, March 3rd saying that
no, it is not fine. Your shop manager rides around in the car with the
computer hooked up and did a quick learn which temporarily fixed the
problem. By the end of the same day, the car was having the same
problems.
8.
Robert
arrives the following day and rides around with another service tech who says
that the valve body on the transmission needs to be replaced. We get back
into a loaner vehicle for another week or so for further repairs to be made..
9.
At
this point, we have spent several hours on multiple occasions at your
dealership and are very irritated that our brand new car is spending so much
time in the shop and the issues not being resolved.
10.
On
Monday, March 9th, It is determined that our Jeep is “fixed,
again!” We take ownership of the Jeep only to notice that is still has
significant trouble downshifting from 5th to 4th.
You
have been in contact with Jeep and its determined that we can trade in our Jeep
and get a new one since a new car should not have these kinds of
problems. How can we even stay positive that the Jeep has been
“fixed?” How can we trust that we won’t have even more issues with the
car? This is a BRAND NEW car. It’s not even been driven outside of
the city. I drive this Jeep with my infant. I feel less than secure
in my car and have zero confidence in your repair department at this
point. Robert speaks with you and your team is under the impression that
we can be made whole again by trading in our Jeep for a new one that is similar
to what we currently own. Robert works with your team, specifically Dax, to
find Jeeps that are of a similar price and options to what we currently
have. We find a new Jeep that is similar in price, options and style.
We
arrive at your dealership on Saturday to complete paperwork. However, it
appears that nobody is on the same page. When we get to the financing
department, we must either bring to the table an additional $2k or get
into new car that is significantly less than what we currently own. I
have NEVER been treated with so much disrespect in my life.
Your
team should remember that we did spend $37,000 dollars with them. I
repeat: your team received $37,000 from us. A fair commission has been
earned and we are a paying customer. Dax was incredibly rude and kept
saying that “he doesn’t really care what numbers we are talking about.” “We
can talk circles all day long…” It was extremely apparent that all
anybody wanted us to do was to leave. I have never, ever been treated so
poorly. I gave you guys $37,000 for a car with a sticker price of
$40,275. That was the deal we had negotiated at the end of October.
All I want is a car that I can believe won’t break down on the highway with my
infant in the back seat. I want a car that is worth $40,275 for
$37,000. End of story. That’s how I can be made whole.
We
went back to the drawing board to find a car that was in-line with what we
currently have and your team wouldn’t give it to us without us paying
more. We have to get into a lesser vehicle that does not have all the
options we currently have. Albeit, with a cruddy transmission. To
make matters worse, when we went to look at this “lesser” Jeep with Dax, he
hopped onto another customer and basically left us in the dust. He
originally told us there were only 2 cars on the lot we could “afford” and when
we test drove that one we noticed a horrible smell. So, we wanted to look
at the other vehicle on the lot, but all of sudden he “only had one.” It
was clear he wanted us to just leave and he didn’t want to help us any longer.
I believe he said, “He doesn’t work for free.” He no longer had time to
sit with us at his desk or to work with us. He left us just waiting… for
about an hour before we just left. We were considering just getting this
“lesser” Jeep because we don’t have any more time to waste at your dealership.
But, Dax wouldn’t give us the time of day with his “new” customers. We
arrived at your dealership at 9:45 Saturday morning and left at 12:45 Saturday
afternoon because my babysitter had to leave.
Believe
me, I understand your frustration with the situation, but you have to
understand our frustration. I just want to be made whole. Right
now, I’m not getting to be made whole. I basically just want a straight
swap for a 2015 Jeep that is just like my brand new 2014 Jeep. That’s
it. It’s not my problem that you don’t have any 2014’s left to swap me
out of. I shouldn’t be the one paying extra for a defective Jeep.
What happened to customer service?
Again,
I have never been treated so poorly for spending $37,000. I just want a
vehicle similar to what I currently own for the same price that I can feel safe
in. I feel like your team is trying to make money off my bad
situation. I’m not looking to make a dime off of you. I just want
to be made whole.
I
will be working Jeep to rectify this situation and will be meeting with an
attorney this week if this cannot be resolved. I expect better for being
a repeat Jeep customer and considering the money I have already given your
dealership.
I
appreciate your attention to this matter.
Thanks,
Jessica Meier
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