Forum Discussion

ib516's avatar
ib516
Explorer II
Jul 24, 2014

Dealer's service dept frustrating me

I have a 2014 Jeep Cherokee that I took in for an oil change a while ago. We have two Chrysler dealers in town, and it just turned out that I bought the Cherokee from one, I'll call dealer #1, and my Ram 2500 from the other, which I will call dealer #2.

So, the first story. I take the Cherokee in to get the OEM trailer hitch installed. I negotiated it and installation into the deal when I bought it. I get the Jeep back and they had installed the rear tow hook in upside down when they put it back on. So, I call them and make another appt to get that flipped, and book an oil change at the same time. Get the Jeep back and the tow hook is now installed correctly, but the oil life monitor hasn't been reset. So I look it up in the manual and reset it while I'm still at the dealer. Then I think to myself...hmmm...I wonder if they could have possibly forgot to do the oil change and THAT'S why the OLM hasn't been reset? So I go back into the dealership, go to the washroom to get a chunk of paper towel and go pull the dipstick. Nice clean oil - good...but they cap that covers oil filter access in the plastic engine cover is just sitting there loose, and the engine has been slightly overfilled with oil.

That was enough for me. Had I driven away, that could have fallen on the exhaust and melted or started a fire. I march back in and ask to see the service manager.

I tell him I'm pretty disappointed in their service and explain what I found. First the flipped tow hook, then the oil change issues.

He apologizes and gives me credit for a free oil change next time. I leave satisfied.

Now comes time for my truck to get an oil change. I also had been mailed a notice that it needed a reprogram for the keyless entry system or something like that. So I make an appointment at the selling dealer (dealer #2) and take it in at 7:30am when they open the day I am supposed to. My salesman had thrown in one free oil change when I bought the truck.

The service adviser tells me that his diesel guy will have to do the reprogramming - I correct him and tell him it's not a diesel, it's a 6.4L Hemi. To be fair, he hadn't heard it run and obviously didn't look close enough at the fender badges. As I talk to him, I think that MAYBE I should mention to make sure they put the proper oil in it when they do the oil change. He assures me they will in a dismissive kind of way.

I stand around for a few minutes waiting for the service shuttle to take me to work, then I think maybe I should be a little more specific. I go back to the service guy and explain that the new 6.4L Hemi takes only 0w40 synthetic oil - same as the SRT cars. He takes it sort of in stride, but I read from his reaction that he maybe didn't know this as it's a totally new truck engine for 2014 models, and most guys around here buy diesels.

Just as I am leaving to get on the service shuttle, I see my service guy go over to the oil change guys as my truck is rolling in and I overhear him saying "0w40 .....SRT" as he is pointing at my truck. Good enough - 'mission complete' I tell myself.

Soooooo....I go to pick the truck up at the end of the day and guess what's on my work order? "5w20 synthetic oil". :M IDIOTS! Now it's the end of the day, oil change guys are gone. Service guy tells me he thinks they just "billed it out wrong" but actually used the proper oil. He says he will talk to the oil change crew in the morning when they return and call me when he finds out.

After I left, I got a little more angry and called to talk to the service manager. Of course - he's on holidays this week. So I call my service adviser and leave him a voice mail explaining that I want the job redone as I have my doubts it was done properly. Once I get home, I also decide to crawl under and check the infamous front drive shaft joint that is supposed to get greased. There's even a decal on the rad support showing that it needs service and where it is. You guessed it....Bone dry :M.

Why can't these clowns do anything right? 3 easy jobs, all 3 were screwed up.

Now I know why I like to do oil changes myself. I'm just reluctant to as I don't want to give them any way to wiggle out of the warranty if I ever need it.

/rant

20 Replies

  • So what's the point in posting here? Just to rant? Your situation is still not resolved is it? Stop ranting and whining and find a service center you are con=mfortable with or DIY.
  • Just to add on to what someone said about the Surveys. My Buddy works for a Large Mercedes Dealership as a Service Writer. He also used to be a Service Manager for BMW, but times are tough now. Anyway, he told me that the Dealership really cares about what we say on those surveys. He went on to say that they care more about getting Good Reports than upselling. He also said that they get something from Mercedes for getting a high percentage of favorable surveys. I do know that whenever I have given a bad score on a survey I almost always get a phone call from the Dealership.
  • Both our vehicles included lifetime oil changes, we just have to supply filters. We buy them cheaper online. Our local dealer is horrible though. Everytime we go in, its something else. Heck, I brought my truck in 5,000 miles ago, they tell me my rear brakes are bad. The rotors are glazed and pitted and the pads are below spec and have to be changed. I pulled my wheels, rotors and pads look fine. Nowhere near the wear mark on my pads. I ignored it.

    Took truck back this past week... no mention of brake issues. According to my paperwork, the brakes passed their "inspection" this time. I wonder how many people fall prey to their little scare tactics and would have paid $700 to get their rear brakes done?

    A couple of oil changes ago I saw some old timer coming in for his 15K mile service. It was a $400+ estimate for what basically is a standard oil change. All they do at 15K miles is check this, inspect that, etc. All that is included in a regular oil change!!! Its just an additional $360.

    Crooks...
  • I feel your pain on this one. Gosh, we put enough money in these rigs, we want the supposedly simple things done right. Like service work at the dealers.

    I hate to bad mouth a local business, but my home town Ford dealer, where I bought my pickup, REFUSES to put the severe service 5W/40 synthetic oil in my truck. I haul a 4,000 some odd pound camper almost all the time now, sure appears to match the severe service guidelines for using the 5W/40 in the 6.7L Powerstroke.

    Local dealer would only put in the 10W/30 diesel oil or 15W/40. Both of which they stock on hand. Refused to even allow me to furnish the 5W/40 oil and let them change it.

    So I changed it myself in my driveway.

    Feel better, cause previous oil change (at same local Ford dealer) I put in the 10W/30 they had and later noted the oil filter leaking. Not tightened sufficiently.

    So this time I KNOW things were done right. Guess one almost has to do it yourself to get this knowledge.

    Not much choice for me around hometown. I may have to try Dodge/Ram dealer here in town as they do stock the 5W/40 and said they'd be happy to change oil for me.

    Only other choice is Jiffy Lube, and I would not take my lawn mower there for an oil change.
  • I do something each summer to our 05 chev so this summer was flush the radiator and new antifreeze and use distilled water that I would supply. I made a big deal about the distilled water and it was written on the paper work that I was doing this. 7 gallons sitting in the truck, More than needed of course. Truck was ready to pick so after I was home again I saw 7 gallons of distilled water not opened. Next day it was re done. Good chev dealership but the information didn't get to the tech or he didn't read the instructions. Stuff happens

    chevman
  • Yep it's hard to find good quality service. And once you do you got to continue to give them work to keep them in business.

    After the OP's senerio I would do my oil changes myself and keep good documentation with receipts for any future reference if needed. With the type of crappy service your almost guaranteed you'll need warranty work in the future.

    Now that the dealer credibility is gone I would insist to see the 0W40 oil containers before they perform the second oil change if I was going that route. If these guys don't sell/service SRT products they most likely don't even stock this expensive oil.
  • That is frustrating, especially when you spend that kind of money.

    I recently had the oil changed on my 2013 Dodge Grand Caravan at the dealer. After I got home, I noticed the invoice said 10W30 was used, but the owner's manual says 5W20 is required. The 3.6 Pentastar V6 is so common, the dealer should have known what to use. I called them and they said the number on the invoice was wrong and that they only have 5W20 in bulk in the shop. That is their story, and they are sticking to it.
  • Actually I have 2 Chrysler dealers I deal with for my 2008 and 2009 PT Cruisers. One is stupendous the other is only stupid. I have learned to put everything I want done in writing with specifics.
    Today was transmission service day at stupid dealer So when I went in I talked with service advisor and confirmed exactly what was to be done, price and parts to be used.
    Since I have started giving specific instructions my problems have lessened considerably and in case of discrepancy I have it in writing so there is no wiggle room.
    To the OP I feel your pain don"t you get satisfaction surveys from Chrysler? I do almost every time and I fill them out with the truth about the service.
  • That's why I do oil and lube myself. There are 9 zerk fittings on my truck. Never once have they been hit with a grease gun when I paid for LOF.
    It is a shame but unfortunately many shops operate as you described.
    I am a proclaimed DIY'r because of this. No one cares for my investments the way I do. Most RV dealer's are no different.
  • Usually the oil change guy is some kid with no real experience.
    My step son worked ay Jiffy Lube and they were all kids who never did anything mechanical.