ComplaintsforFort Collins Jeep

• Initial Complaint

  01/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased vehicle new and the HVAC system along with the steering and electric seats all showed major problems from day 1. 2 days after purchase I tried to return the vehicle because it is obviously piece of crap. It's been in the shop for over 40 days now and they have denied most repairs like the HVAC until it completely quit working (it never has operated correctly and it still doesn't) they then repaired it which took several weeks but the problems still exist. The electric seats don't fold and unfold correctly. while on a family trip the seat wouldn't unfold while we were in a rural area so 2 children had to ride without seatbelts. Dealer "fixed it" and the very next time we folded the seat down, same thing. It wouldn't fold back up to I took it to the dealer again and again they "fixed it". heater currently takes over an hour of driving, not warming up but driving, before it brings the heat up to a reasonable temp. My children about froze 3 weeks ago during the cold snap in colorado. Literallly had to get in snow gear for the ride to school. completely not working. $95,000 vehicle that doesn't work and all jeep has offered is $4500 in compensation.

  Business response

  02/06/2024

  Mr. Johnson and his 2023 Wagoneer have not been in for service since June 2023 when the vehicle had 4k miles. According to FCA's records the vehicle has been being repaired at another dealership since we have worked on it and now has over 22,000 miles on it. If Mr. Johnson is looking for a vehicle repurchase that is between himself and FCA the manufacturer of the vehicle. We at the dealer level cannot get involved in those situations. Mr. Johnson may refer to his owner's manual which will provide him with the information needed to pursue a vehicle repurchase from the manufacturer. Furthermore, Mr. Johnson is always welcome to have our service department diagnose and repair any remaining issues he has with the vehicle. He can always call the store and ask for myself.

  Thank You

  Aric Heuring

  Parts and Service Director

   

• Initial Complaint

  09/23/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Contacted this location after the dealer in Longmont stated the coolant was mixed up and the system was solidified. They confirmed the last vehicle to service my Jeep, Fort Collins on 8/14, were the ones to add the incorrect coolant in the vehicle during the service during t. When I brought the vehicle in Saturday, they did not look at it until Monday, and the service advisor Patrick stated he wouldn't admit or deny someone had put the incorrect product in but that they wouldn't cover the issue. Then I spoke to their service manager Bob who said he would try a powder he had to order in for the first time and would cover the labor but that is "all he can do", even though we repeated that the dealership caused the damage and should be responsible. They took 5 days to fix the vehicle, used 50 miles worth of gas, I filled the loaner car and we were hit with a bill of $405 that included labor, and the cost of the loaner that apparently they call a rental. Requesting a refund on theirmistake

  Business response

  09/28/2021

  We looked over both of the last two service visits. Neither one of them had a notation for adding coolant or a coolant leak. There would not be a reason that the cooling system needed additional coolant unless there was a leak somewhere. Even though there was not any evidence that we added coolant we agreed to flush the cooling system and to give them a highly reduced rate for correcting the issue. It took us several flushes to correct the issue. It was the customer's decision to rent the temporary replacement vehicle and it was specifically explained to them that this was a rental vehicle and all of the possible charges were fully disclosed. Vehicle was driven extensively after the repairs were performed to insure that the repair was successful. We deny any refund.

  Customer response

  09/28/2021

  Complaint: ********
  
  
  I am rejecting this response because: This dealer was the last to perform related service on the vehicle and confirmation from a sister dealership confirmed that based on the time line of the issue and the time the Fort Collins dealer performed the sevice, they in fact correlate. The dealer is now refusing to do the ethical response in refunding costs incurred from their work completed on the vehicle. It has been unprofessionally handled, from false follow through on covering the labor, to poor quality of work. A customer should not have to pay for issues incurred from a dealer, they can easily get away with that with the same excuse for any issue at that rate. They charged us for a "rental" that they took time in fixing the vehicle, racking up more days than it needed to be fixed, which is wrong. The vehicle had contaminants I it, and this specific dealer, who initially admitted to topping off the coolant, was the last place to touch the vehicle, making them responsible for poor quality of work.
  
  
  Regards,
  
  
  ******* *****

  Business response

  10/12/2021

  Mr. & Mrs. ***** brought the vehicle to us on August 14, 2021, for an oil change. At that time we notified them there was an oil leak but they did not want us to repair the vehicle. On September 7, 2021, customer took the vehicle to ******** Chrysler to have the oil leak repaired and 1 week after that repair the check engine light appeared on the dash. Customer took the vehicle back to ******** and was told that the coolant was contaminated and that it was our fault due to the service received on August 14, over a month ago. We disagreed but agreed to repair the coolant problem at a highly discounted rate and to rent them a vehicle, again at a discounted rate, which the customer agreed to. I believe we helped the customer with the discounts we applied but would be willing to refund the money the customer was charged for the rental vehicle as an offer of further goodwill.

   

  Steve

  Customer response

  10/13/2021

  Complaint: ********
  
  I am rejecting this response because: my husband and I were told on the phone together that we would not have to pay for labor, and this was the "only" thing he could do to help us out and we were in fact charged for labor at the time we picked the vehicle up. If the business is claiming to operate out of good will, then I believe that they should have stood by the word of management by honoring this, rather than "discounting" which was not what was promised on the phone conversation with my husband and I. 

  '
  
  Regards,
  
  ******* *****

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