ComplaintsforBournival Jeep

• Initial Complaint

  08/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have made one payment on my jeep and all the lights on the dash are on I bought a very expensive warranty that comes with the jeep I have 2 cars in my open driveway connected to a road one sits and dont move I bring my jeep there tge charged me $709 trying to tell me a rodent chewed the wires so I cant use my warranty I see online they have used this excuse for others as well obviously the wires are just defective I asked for the wire they tell me O cant have it and send pictures???? No rodent chewed through wires my warranty should have covered this

  Business response

  09/16/2024

  Ms. ******* brought her vehicle in for a check engine light.  One of our master technicians inspected and diganosed the vehicle.  He found nesting material and a chewed wire harness.  Rodent damage is not a covered item under warranty and would be responsibility of the customer. The wires were able to be repaired and the vehicle returned to the customer.  

• Initial Complaint

  08/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Date of Transaction: 8/7/24 Car initially taken in for service: 7/10/2024. Dealership had car from 7/10/2024 - 8/7/2024 Amount of money paid to business: $6568.37 Business committed to diagnostic and auto repair for concern related to check engine light and engine overheating.Nature of dispute: Car picked up on 8/7/2024 after Jeep notified us repair was complete. Car was not driving from 8/8-8/15 as we were away on vacation. On 8/18, car was driven for the first time on the highway and it overheated, a replication of same exact concern that was to be repaired, and had to be towed to the dealership. Message left for dealership on 8/18 (business was closed) and again during business hours at 8:09AM for service manager. No return call, not even to confirm they had received the vehicle/were aware it is on premise. Called service again at 9:55AM. Service is not able to give any indication of when they will resolve or assess the incorrect repairs or even look at vehicle. At this point, I have been without a vehicle for six weeks and in a rental car (not provided by dealership) and now service **** at dealership is not addressing repair needs or addressing customer concerns around what appears to be faulty repairs, the level of inconvenience, the extensive amount of time the vehicle has been "out of commission" without service department assessing repair needs, despite originally having appointment for service, and now is not giving any indication of how they will resolve the problem.

  Business response

  08/27/2024

  The vehicle was brought in on 7/9/24 for an appt scheduled on 7/10/24.  Initial diagnosis indicated we would need more time to tear down the engine.  Parts were ordered on 7/28/24 and  extensive repairs began about a week later.  Replacement and final road tests were completed and the repair order was closed on 8/7/24.  Miles in were ****** and miles out were ******. The vehicle was driven twice and operated as designed during both.  The vehicle was picked up. The vehicle was towed back in and recieved by our dealership on 8/19.  A message was left on my extension but I was not in the office due to my father's passing a couple of days prior.  I did make contact with ******* as soon as I returned to let her know I recieved her message and to apologize for the delayed response.  She was in contact with the service advisor during my absence.  The vehicle was immediatley looked at and found to have a clamp that had backed off and out of position.  The car was serviced again and road tested on the highway for 32 miles.  Repair was confirmed.  While in the shop the first visit ****************** was advised of safety repairs needed for her vehicle.  I offered to replace the rear brake pada and rotors and addressed a sideview mirror wiring concern at no charge to her.  She thanked me and appreciated the effort and accepted the additional repairs.  These repairs have a customer cost of over $793. During our conversation I did tell ****************** that there were multiple factors in the initial repair spanning several weeks  when it normally mimght have taken 2-3 at most.  We are a small dealership and illness has taken it's toll during this time frame.  I also offered ****************** a complimentary oil change and rotate (value $120) as she was due in a thousand miles and I extended my wish to mend and continue our professional relarionship.  

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