ComplaintsforGroove Subaru of Silverthorne

• Initial Complaint

  09/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This is for Groove Chrysler Jeep Dodge Ram. In April of 2022, my 2021 Jeep Unlimited Sport started experiencing the "Jeep death wobble", a violent shaking of the front end of the vehicle and steering wheel when driving at high speeds. I called and explained the issue, also asking for an oil change and tire rotation. In June 2022, I first brought the car in for the issue. Apparently they had only scheduled the oil change and I was told they couldn't do anything. I made a new appointment for February 3rd, where they had my car for 7 full days without providing me any updates or returning my numerous calls/texts. We took the car back with nothing having been done. On February 23rd/24th, we went back to have the dampener replaced, where upon driving off the lot, we experienced the very issue it was supposed to fix. We had the technician get into the car and experience it himself. He agreed that it was an incredible safety hazard and put in an order to replace more parts. We called and followed up countless times and it took them 5 months to finally get back to us and "find our service order". They then scheduled us for August 14th, 2023. We assured the repair would take only 4 hours first thing in the morning. When we drop the car off, we're told they need it for multiple days and they are extremely rude telling us to "leave it overnight or take it and go home". They then tell us that the parts ordered won't fix the problem and that they won't do anything since they can't replicate the problem right then and there. (Mind you, the problem had been replicated and experienced by multiple techs prior - their excuse? They apparently no longer work there.) We show them two tires that have been destroyed by the issue and having the car for 3 full days, they don't even do an alignment, which was explicitly asked for and promised. They have never attempted to resolve the issue and they don't call us back despite multiple attempts and messages to speak with a manager.

  Business response

  09/14/2023

  Unfortunately I can not answer for any of there past visits due to the current staff and myself not being here at those times.  But as for the most recent visit we had a Master Jeep technician drive the vehicle multiple times and multiple days to try and duplicate the customers concern.  He could not duplicate there concern therefore is not able to perform a repair under warranty as per the manufacturer.  To answer the question about the time it took to get into the shop it is something we are facing due to a shortage in technicians that are qualified to perform certain repairs.    

  Customer response

  09/14/2023

  Complaint: 20604342
  
  I am rejecting this response because:

  - It does not cover why we were constantly ignored / not contacted (including recent visits totally within their current staffing)

  - It does not explain why an alignment was asked for, promised, and never done by CURRENT STAFF

  - It does not offer a solution or resolution, such as new tires for the damages directly caused by their negligence. 

  - Just because a problem happened with previous staffing, does not negate current responsibility.

  
  Regards,
  
  Kristianna Hoffman

  Business response

  09/14/2023

  I have and will continue to address the concern of the staff not reply in a prompt manner this an error on our part. 

   As for the alignment I am not showing a request for alignment but fortunately I was able to find the alignment check that is automatically performed when the vehicle is driven in the service drive.  Please see attached. 

  Without seeing the tires and the damage it is hard to determine what the cause is, but something as simple as lack of rotation every 5,000 to 7,500 miles depending on the tire manufacturer can cause wear issues.   We would be more than happy to help with the pricing on tires if needed.  

  I completely understand your frustration in this matter and would be more than happy to have our master technician go for a test drive with you so we can try and duplicate your concern so as to get it fixed for you once and for all. If this is what you would like please let me know so we can get it setup for you as soon as possible 

  Customer response

  09/22/2023

  Complaint: 20604342
  
  I am rejecting this response because:

  I would like to come to a resolution other than just “We’re happy to help…”

  We have received that before and gotten nowhere in over a year.

  Thank you for the alignment information. When we picked up the vehicle, we specifically asked if one was done and was told “Oh, sorry, we didn’t have time to get it in there”.

  Since we have only ever gotten service from Groove Silverthorne, there should be ample records of the Jeep’s past alignments and rotations and proof that it left your shop aligned, came back aligned, and records of texts between myself and the tech asking to look at the tires, sending specific pictures of the tires uneven wear, and then nothing getting done to explain or rectify the issue causing extremely hazardous driving conditions.

  Please see the attached photos that include both tires that were wearing unevenly from the outside. Both tires were on the driver’s side front and after one was swapped for the spare, the other then wore the exact same. This uneven wear only started after our previous visit on February 24th where Groove Silverthorne replaced the dampener and performed an actual alignment, assuring us our tires were fine. Over the span of 4 months, 2 of our tires then proceeded to wear so unevenly as to be dangerous to drive on. 

  Regards,
  
  Kristianna Hoffman

  Customer response

  09/22/2023

  Forgot to attach supporting tire photos

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