ComplaintsforUrse Dodge, Inc.

• Initial Complaint

  05/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am attempting to get warranty repair work completed by Urse Dodge Chrysler Jeep in Fairmont, West Virginia: Telephone Number ***** ******** for my 2021 Jeep Wrangler with less than 18k miles. I had my Jeep towed into Urse DCJ on 4/30/2022 with what appears to be a leaking radiator hose (all coolant was lost at once) through the road side assistance program. The Jeep Wave warranty program states that a loaner vehicle is to be provided to the customer while the vehicle is being repaired. Urse DCJ stated that there were no warranty appointments available until June and they can not provide a loaner vehicle until they diagnose what the problem is. Urse DCJ service staff told me they could find time through either a cancellation or between scheduled appointments to diagnose my vehicle in order to get me a loaner vehicle. After inquiring on the status of my Jeep on 5/2-5/4 I was told by the Service Department Manager that I was being unreasonable. When I asked him when my scheduled appointment was in June he refused to give me a date and only stated that they “were trying to work me in”. I replied that at a minimum I should be given an appointment date and just try to fit it in asap. He refused to say what place my Jeep was in as regards to any towed in on the lot vehicles that were waiting to be looked at. He told me that they were a family business so contacting Corporate Jeep would do me no good. I stated that all I wanted was to get a loaner vehicle so I did not have to pay out of my pocket for a rental vehicle while the Jeep was waiting to be repaired under warranty. The Service Manager then told me that he can refuse service and that I should pick up my Jeep and have it serviced somewhere else. He was very unprofessional and rude.

  Business response

  05/05/2022

  Re:            Response to Customer Experience - ***** ******* 

  I appreciate the opportunity to respond to *** ******* concerns expressed in his complaint.  We certainly understand *** ******* frustration over not being able to have his Jeep concerns addressed immediately.  It also appears he has asked for a set date for his vehicle to be looked at and a loaner vehicle to use between now and whenever his vehicle is returned to him.  

  I concur that *** ******* should have been provided an appointment.  To that end our first available appointment is June 1, 2022 at 10:00 AM.  Should there be a cancellation we may be able to address it sooner.  In response to *** ******* assertion that the Jeep Wave program provides a loaner vehicle while in for service is not totally accurate.  The program provides a loaner vehicle for 1-day of service while the vehicle is being worked on for maintenance related items, but not to exceed one day or overnight use.  This program is not an extended service contract that provides a loaner vehicle for mechanical breakdown that spans multiple days.  

  I have attempted several times to reach *** ******* on the phone number provided, but have not been successful in reaching him.  We will certainly attempt to reach out to explain this in greater detail, should that be required.  Furthermore, we will make every effort to fit his vehicle into a cancellation prior to his appointment should one become available.

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