This is a blog to respond to the review I left on Google Maps – (see images below):
——– Google limits characters so here is my response “OWNER” —
YOU NEVER provided me a LOANER and I DIDN’T REQUEST A HOODIE – I decorate garments for a LIVING I can make my own but I DID thank you for the gesture!!!! ———
Big M Chrysler Dodge Jeep Ram Management/Owner/Controlling Bodies,
I am really struggling with putting my disappointment into words.
Let me start by saying, many years ago, my husband and I gave you a chance and you failed us MISERABLY. We walked in with plans for not one car but two and left with nothing but disappointment. We took our business elsewhere — without issue. We refused to ever offer you our business.
Fast forward many, many years to October 2020. Personal situations had me considering a vehicle and driving by your lot every day, I found no harm in looking. I decide that maybe after all these years things are better, so I make a conscious decision to give you a chance. My husband and I dropped by on a Sunday, we walk around. I had my eyes on a few choices. I drove back on the lot, during business hours later that week…I got out and I began looking. Expecting a salesperson, I walked around. I was trying to justify my own decision. I was reluctant. I was not desperate. I “kick a few tires”. No salesperson ever walks out. After about half an hour, I leave. I repeated this process at least two more times. Each time, selling myself on not buying and when no sales staff offered me help, it made me feel that perhaps the universe was speaking to me. I convinced my husband to tag along to test a theory, we drove on the lot about an hour before closing on Tuesday, October 20th. At this point I have no reason to shop here other than not feeling like I was noticed. Dragging my husband only proved my suspicion, because as soon as we got out, we had a salesperson on approach. Mind you, I was in the same car I had just left the lot in and I was driving!
I have NO ISSUE with my salesman, Gabe. He is young and didn’t use any typical pushy sales tactics. I was interested in one vehicle, a Gladiator. Rubicon to be exact and was drawn to a black one. Within minutes, Gabe had me two options. He was very nice and very laid back. I told him he couldn’t convince me, I had to convince myself THEN he would have to work to make it happen. He quickly got both options from the front and I was climbing in for the feel. First up, the 2020 Black Rubicon Gladiator, manager demo I think it was. It was hard for me to get into without steps. He said he could talk to sales manager about adding them. Of course, I was leaning that way. He also had parked behind the black one, a 2020 White Rubicon already equipped with steps and a few other things. Easy for me to get into right off the lot. I took it for a drive. We quickly identified the positives and negatives, discussed the option of adding steps to the black one and of course threw around a few numbers. We briefly discussed my trade with what little information we knew, and it was agreed that I would bring the trade back. As promised, on Thursday October 22nd, just a bit after 5, I show up with my trade. I knew what I had, I knew what I wanted, and I knew what it would take to get me what I wanted. I also knew it was a unique situation, as I had something you wanted, and you had something I wanted. Inevitably I was going to walk away happy either way, with a “new to me” Gladiator or with my Cherokee Trailhawk aka “Tigerhawk“, which I still very much loved.
I was straightforward and honest. I wanted a smooth experience and I wanted to give BigM a chance.
The purchasing was …. easy. “Barb” was a nice touch…I figured she was brought in to make selling to a woman easy. Her eagerness to learn all about my fully customized Trailhawk was energizing to my spirit. Of course, I was glad to share the story and tell how my husband and I had put so much love into it for 4 years. Someone needed to know exactly what ya’ll were getting.
I didn’t need this physiological tactic, but I give you kudos, she was certainly fun to talk to. Gage got an easy sell because Barb did the work. I expected to be turned away, as I hadn’t financed anything in many years. I expressed this from the beginning, yet Barb was up for the challenge. I told her that getting my husband on board might be hard since he wasn’t with me. It wasn’t long, Barb had the numbers, financing and didn’t require my husband’s signature, except the transfer, and I was struggling with making the deal happen. I was getting cold feet. They knew it. Again, I was honest about it. I used a lifeline, called my husband. I had been at this for about 3 hours, he couldn’t believe I had gotten asking price for my trade. He was impressed. Time to seal the deal. I had things I noticed that were in need of attention on the Gladiator and Gabe promised to see to the work and list of items. Finance man was quick…seemed genuine. Though, I never did get a copy of everything I signed as I had requested…. but guess that doesn’t matter. What is even better, regarding financing, a few days after the dust settled, I got a letter lowering my interest rate and payment. That took the sting out of letting my beloved TigerHawk go.
As I stated, I hadn’t really prepared emotionally or physically to part with my trade, so I asked if I could take mine home, remove some aftermarket equipment/radios and personal items and pick up the Gladiator Saturday, giving you the time to see to the few checklist items I wanted done. Again, in true sales fashion, Barb was quick to solve the dilemma. She informed me that I was leaving the lot with my Gladiator and my trade. They would schedule me with service on Saturday when I brought my Cherokee back. She informed me; Gabe was following me home that night. I was impressed. I mean, I know businesses are operating in a pandemic and every sell is important, but never have I ever had a sale go this way. Gabe followed me home with the Gladiator, I insisted on me driving my TigerHawk. (THIS IS A COMPLIMENT)
I spent the next day and a half, as all of us do, learning the features of the new ride and beaming with pride. Sadly, that pride was quickly washed away because the rain revealed a leak. I did my research and of course this is a known issue and there was even a TSB. Wondering why a dealership wouldn’t do a thorough check including TSB and recalls is beyond me. So, I add this to the list to bring up to Gabe when I drop off my trade.
Saturday, October 24, 2020, I drop off my trade. I also inform Gabe of the leak and he walked me to service and things were setup.
This is where things went to hell.
The following Monday, October 26th, I dropped my 2020 Jeep Gladiator off for agreed upon work, which was (in no particular order);
–battery replacement, as the start/stop was NOT working during test drive and instrument panel read “start/stop disabled, battery charging”. Having driven my now traded in 2016 Jeep Cherokee Trailhawk for 4 years and two batteries because of this EXACT issue, I KNEW it was a bad battery. Since Gladiators come with two batteries, unlike the Cherokee Trailhawk, it is likely to be a bigger issue and more expensive issue. –spare key, those fobs cost a lot of money…why hadn’t both been turned in on trade is again beyond me.
–winch cable, being equipped with an aftermarket bumper and winch, the previous owner seems to have gotten the last laugh and kept the cable needed to actually use the winch.
–bluetooth speaker, another small item that is standard equipment but was missing.
–rear window leak, a standard and known “problem” according to Jeep.
–slight pull to left, also a standard and known “problem” according to Jeep;
–Adaptive Cruise Control/Forward Collinson Warning (ACC/FCW) error, pops up immediately after about a half mile of driving.
I got to talk to Gabe a bit while waiting on my ride. Let me pause here and say, I WAS NEVER OFFERED A LOANER…which is fine – I’m blessed with available friends and extra cars of my own. Gabe assured me he was in touch with previous owner for spare key and winch controller cable.
Got a call later that day. David informed me that “they had pinpointed the leak, they weren’t able to duplicate the pulling to left, the battery checked good, and they hadn’t looked at the ACC/FCW warning.”
I advised they could keep it another day to work it out. Next morning, I am on my way to work and I pass my vehicle, apparently out for an early test drive. I got a call at some point from a tech about the pulling, he said they were told pulling right. I corrected him and said, “surely you checked both directions”. He said he would get on it and get back to me. I picked it up later that afternoon, David informed me that they were unable to do pretty much anything we agreed on. He said, “The battery checked good, the pull to left was NOT felt by his techs, nor the machine”. He showed me the computer alignment and went on to tell me “it was likely to be the pitch of the road and Rubicon’s are known for that”. I knew then he wasn’t the sharpest knife in the drawer. I asked about the leaky roof and ACC/FCW error. He said he “was advised that window would be replaced”. He would call me to schedule that as soon as a window was ordered. As for the ACC/FCW error, he said, “it required a special tool that they didn’t have and was going to order”. I told him at this point I would prefer we focus on window and ACC/FCW error. Remember this!!!
I thanked him and went to locate Gabe, as he was to have my extra key from previous owner. He had also promised me a full tank of gas. The key wasn’t in his possession yet, would be in the next day or so but he took me for gas.
November 4th, I get a call from David, scheduling the window replacement for November 11th.
November 11th, I drop it off, got a ride to work and waited, again, I was NOT offered a loaner. By 1145am David called, it was ready but if I could let it sit inside for a few more hours that would be awesome. I told him “no problem, I didn’t think I would be by until about 5 anyway”.
Around 3 my husband was able to pick me up and drop me to get my truck. I picked it up and immediately went to get gas and back to work. During that time, I noticed the ACC/FCW error again. I called David and he said “he totally forgot about that”. Apologized and said he would “call me back”. I never got a call back. I looked at the window. What caught my eye first was the mess that was left behind. The installers left dust and debris all over my interior. Then, the window itself was covered in dust! Thick coating of dust. Very visible and not one attempt by anyone to clean it. Then, I noticed the missing latch. I was pretty upset. I knew calling back immediately would only result in me losing my temper, so I decided to sleep on it.
I was in the service bay first thing the next morning, November12th.
I asked David to join me and look at the window to tell me if he knew what was wrong. I got tired of waiting, so I pointed out the missing latch! Even the service tech didn’t notice it. I also pointed out the mess, the service tech popped in immediately saying “the glass installer did that”. I rebutted wtih, “I left it with YOU to take care of. It was YOUR responsibility to make sure the work was done correctly and cleaned up after anyone who did the work. If people you contract don’t take pride in their work and you don’t, then I don’t think I want you touching my car again”. David accepted responsibility and offered to clean it. I told him “no thanks. I had to go to work, they could learn from it and not let it happen when they get me another window”. Before leaving I asked about the special tool to fix the ACC/FCW error. I was informed that they had ordered the “special tool” and he went to locate it. He came back to inform me that the “special tool” wasn’t located as of yet and he would make sure it was by the time I scheduled next window install.
I left with the understanding that another new window would be ordered as well as the “special tool” located to fix the ACC/FCW error.
Thursday, November 19th, called and was told “no window yet” and they also had no idea where the special tool was. Based on my experience with Jeep OEM products, my next call was to Jeep Cares. I opened a case about the window. They were going to see if they could expedite the shipment of a window. It was also agreed that though I could take it to another dealer, in all fairness, I should make current dealership fix it. I reported the other items on the list and again, advised that I could always choose another dealer.
I dropped in a week later because I had gotten no calls. David said that a window had arrived but was damaged and they had to reorder. The “special tool” was also lost, and they would locate. He talked to service manager and indicted that the tool was due to arrive December 2nd and he suspected they could have a new window by then as well.
Saturday, December 5th. I called, finally got David. Tool is in as expected December 2nd but no window. I decided to make a call to another Jeep dealer. I asked their service department about a “special tool” and was advised they hadn’t heard of this. The window issue could be fixed fairly fast, never had problems getting a window. I gave them NO identifying information about my vehicle or myself or BigM. I was merely calling as a Jeep Owner.
At this point, I was beyond disappointed. I cannot believe I allowed myself to get this deep in this mess. I also know that if I did raise too much hell, I would be ignored and put off and risk the work being rushed to get me out of your hair and not done correctly. So, I kept my temper at bay. I really struggled. I cannot accept this type of service for a vehicle that costs so much. I know Jeeps are a “money pit”, we have 3!! But this is not about money so much as it is about being treated fairly. I feel as if I’m being strung along, ignored and devalued. I know my number is “flagged” because my call December 5th went into dead air twice. I used my husband’s phone and got a totally different set of menu options, including “are you a new or existing customer” and straight through to service.
December 8th, I got a voicemail and email from Jessica Gainey. She was requesting me send her the VIN and pictures of the window. This was ludicrous and I was vocal about that. This was just another delay tactic.
I told her bottom line, “I promise, if they just fix my window…they won’t see me again!! Forget the ACC/FCW error, battery or slight pull…that will be on me.”
I waited for a call, as advised but never got it. So, I let time pass, 6 days to be exact. I emailed her December 14th. Advised that I was going to be leaving town December 19th and would really like to have this resolved before then.
I called on December 15th around 9am. I was put on hold for about 8 minutes while David got an update. He said “Jeep Cares has been calling as well but he has no idea where the window is”. I was pretty harsh and stern with David. I told him about the call and email from Jessica and the promise to follow-up that never happened. Considering I was making all the calls, I had been pretty patient. I hung up and called Jeep Cares. My case agent informed me that she has just spoken to David that morning! I asked when. Turns out I had spoken to him about 20 minutes after she had. Why he put me on hold for an update when he had essentially just discussed this case prior to my call, is beyond me. I told her this and she too found that to be very disturbing. She informed me that she had “expedited a window and it was delivered that morning, but Big M claimed to not have it”.
Magically after that call I was called back the next day and the appointment was made for December 18th. One day before I was to leave town. They tried to make sure I had a loaner THIS TIME, but I declined. That had never been offered but I figured this was a tactic to try to keep me from being angry.
I dropped it off the day before and waited for the pickup call. Upon pickup, Jessica approached me and asked me, “what size hoodie do you wear?” She said for me to hang on she would get my keys and she had me a surprise. She returned with a hoodie and my keys. She walked with me out to the truck and we both look it over. The window had a latch!! She assured me there were NO LEAKS. Which I can report to be true to date.
Now, you may be wondering about the ACC/FCW error. Well having talked to a dealer I was assured it was a quick fix, no “special tool” needed. It was suggested that perhaps I let the window down and try cleaning the camera. I hadn’t been able to get to that until weather permitted.
Finally, on March 21, 2021… I took that advice. I dunno what “special tool” was required. Unless we are referring to the one that just might fix incompetence! I discovered the problem as soon as the window lowered. Assuming it was the previous owner … I feel confident that no one at BigM even attempted to look at the issue. The error was caused by the cover used to protect the camera when the window is down – which was left on! Yeah! Pretty sure there is no “special tool” to fix this ignorance. If only BigM really did a thorough check of their vehicles this would have been avoided.
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So, Montgomery CJDR I DIDN’T “desire” the hoodie. I decorate clothing for a living I can make my own!!! You asked me “what could you have done better”?
First, get the facts STRAIGHT. I was offered a loaner ONCE which I admit I declined. The latch wasn’t broken by YOUR techs, it was assumed to have been received broken – because your techs said the installer (glass shop) did the work.
Second, learn to actually COMMUNICATE with your customers. I did all the calling. What times your service department reached out was more of delay tactic, like asking for the VIN number and pictures. There was NO sense in that. The last phone call I made was a joke because I was put on hold just moments after my Jeep Cares agent had discussed my situation with David.
Third, if you don’t know, say you don’t know. The “special tool” excuse was just pulled out of thin air. No such thing exists. No such thing was needed. I don’t understand why. The pull to the left DOES exist. It has NOTHING to do with being a Rubicon. I have videos comparing my 2020 Gladiator and my husband’s 2020 Gladiator on same roads, mine CLEARLY pulls. Funny thing, consumers have a “special tool”, called the internet, we can find things that help us BEFORE we resort to a dealer for a fix. This is a known problem; a service bulletin #08-074-20 calls for replacement of steering gear and replacement of EHPS software. The battery issue is a known issue. The secondary battery is known to go bad in as little as 2 years. When it goes bad it causes a LOT of electrical issues. Mine isn’t 2 years old BUT it does have rather high mileage, so it pretty much goes without saying that it is potentially the secondary battery that is causing the START/STOP failure.
Lastly, just listen to your customers…women too! Don’t worry, I won’t be back in your service bay so long as other dealers are still standing and I have access to my own “special tool”.
CLIMB ABOARD MY SOAPBOX 