[Asylum9]

We've bought our 2015 Jeep Cherokee limited new off the lot and it currently has 34,927 trouble free miles with the exception of the passage side cv axle shudder that was covered under warranty. Our only real issue with the car is the interior, specifically rear seat room. It starts getting small quick when you start putting car seats in the back. We liked the Jeep and where currently looking at the Grand Cherokee as a 2nd vehicle.

We where looking until today when we took our vehicle in for squealing tensioner that this model is known for when the temp get extremely cold.
I called the dealer spoke to service explain the issue gave them the TSB # 07-001-15 and said to replace it and asked if it would be covered under warranty or recall.
I got a call this morning stating the repair would cost $620.96. I was blown away and asked which why so much & what pulley was bad. She explained it was in a very difficult spot to replace, they had to R&R the coolant, replace the pulley, re- diagnosis it to make sure that was the only bad pulley and possibly replace another if it was making noise also. They couldn't tell me what pulley was bad.
I said no, it sounded irrational. I asked how much to replace the tensioner that I originally asked them to replace. I was told $335. Well that's still didn't sound right so I called jeep cares. While on the phone with jeep, jeep was also on the phone with the dealer who then quoted $280 to replace the tensioner.
At this point I had enough and nothing says shady like receiving 3 different quotes for the same repair.

I went to pick up the car and much to my surprise they where going to charge me $190.00 for diagnostic. I asked why, I wanted the tensioner changed and that wasn't done. He said that may not of fixed it and could possibly have to replace the idler. When I replied with "that's what you were going to do anyway, you couldn't tell me what pulley was bad and if you didn't replace the correct one you would charge me to replace another. If I wanted a new battery, you would replace it because that's what I paid for. Not run a $190 diagnostic on it".

It was at this point they where getting mad and responded with just take your vehicle and leave. They asked they I not return to there dealer.
I'm assuming the service manager wasn't aware I was going to by another vehicle or the owner knows the service manager is dictating who can come to there dealership.

 

[AK4wheeler]

They are called stealerships for a reason. At least you got out of there without paying. Here, they would keep your car until you pay their price.


AK4wheeler

 

[Omicron]

Try another dealership, they are not all created equal.

 

[18Jeepers]

Hey Asylum9 ~ Don't feel bad ~ if it were me, I would have been told, not asked. >
Just do your best to find a new/better dealer

 

[sanghill]

I finally figured out how to find a Jeep dealer on jeep.com
https://www.jeep.com/find-dealer.html

 

[Bruce Lindsay]

I guess I’m lucky I have like 17 dealerships in 50ish miles. I would have told him that he didn’t have to ask me not to come back because I wasn’t after his shady practices.

 

[Jeepster1]

We've bought our 2015 Jeep Cherokee limited new off the lot and it currently has 34,927 trouble free miles with the exception of the passage side cv axle shudder that was covered under warranty. Our only real issue with the car is the interior, specifically rear seat room. It starts getting small quick when you start putting car seats in the back. We liked the Jeep and where currently looking at the Grand Cherokee as a 2nd vehicle.

We where looking until today when we took our vehicle in for squealing tensioner that this model is known for when the temp get extremely cold.
I called the dealer spoke to service explain the issue gave them the TSB # 07-001-15 and said to replace it and asked if it would be covered under warranty or recall.
I got a call this morning stating the repair would cost $620.96. I was blown away and asked which why so much & what pulley was bad. She explained it was in a very difficult spot to replace, they had to R&R the coolant, replace the pulley, re- diagnosis it to make sure that was the only bad pulley and possibly replace another if it was making noise also. They couldn't tell me what pulley was bad.
I said no, it sounded irrational. I asked how much to replace the tensioner that I originally asked them to replace. I was told $335. Well that's still didn't sound right so I called jeep cares. While on the phone with jeep, jeep was also on the phone with the dealer who then quoted $280 to replace the tensioner.
At this point I had enough and nothing says shady like receiving 3 different quotes for the same repair.

I went to pick up the car and much to my surprise they where going to charge me $190.00 for diagnostic. I asked why, I wanted the tensioner changed and that wasn't done. He said that may not of fixed it and could possibly have to replace the idler. When I replied with "that's what you were going to do anyway, you couldn't tell me what pulley was bad and if you didn't replace the correct one you would charge me to replace another. If I wanted a new battery, you would replace it because that's what I paid for. Not run a $190 diagnostic on it".

It was at this point they where getting mad and responded with just take your vehicle and leave. They asked they I not return to there dealer.
I'm assuming the service manager wasn't aware I was going to by another vehicle or the owner knows the service manager is dictating who can come to there dealership.

It matters not what the service manager was aware of. Its his culture of customer service that will permeate through that dept. In fact its the GM's or the owners attitude that will permeate down to the service department. Typically if the employee can not handle a particular customer for one reason or another their supervisor handles the problem. The chain of command works like that so no customer leaves that business a non customer. To be told not to return is not the corporate culture I can imagine any successful business being built on.

In your case a conversation with the GM would have been a very important step. The GM might not have been aware that stuff was going on in the service dept.
In my case as a manager, a customer call, that is usually a tip off that I have a problem in a particular dept. with a particular employee that needs to be addressed ASAP. Fixing that problem or attitude as I would call it, will stop that from becoming a larger attitude problem within the system. That is why all business needs immediate feed back on issues. If business is reluctant to listen then the business is beyond hope.

Also a typical dealership, the successful service department requires return business. If return business is not all that good then cash flow issues with that dept. will be there for the dealership. Most often you will see stuff like you experienced with pricing ect. All that pricing is out of a "book" for any given repair.

My dealership, I go to, is very busy. No time for games ect. That is probably the difference between the two. Yes, an attitude does get thrown out there occasionally, but is easy to deal with.
I also go in and tell them what the issue is and let them diagnose the problem. I never tell them the part that needs to be replaced or tell them a TSB. Basically that's their job and I have learned that I can trust them over the years.
They always call me and tell me the problem and cost estimate. Also any options I have on the repair.

Please talk to the GM of the dealership or send them an e-mail. A good service dept. can be a cash cow for a dealership. This one sounds like there are problems.

 

[gravitywell]

I called the dealer spoke to service explain the issue gave them the TSB # 07-001-15 and said to replace it and asked if it would be covered under warranty or recall.
I got a call this morning stating the repair would cost $620.96. I was blown away and asked which why so much & what pulley was bad. She explained it was in a very difficult spot to replace, they had to R&R the coolant, replace the pulley, re- diagnosis it to make sure that was the only bad pulley and possibly replace another if it was making noise also. They couldn't tell me what pulley was bad.
I said no, it sounded irrational. I asked how much to replace the tensioner that I originally asked them to replace. I was told $335. Well that's still didn't sound right so I called jeep cares. While on the phone with jeep, jeep was also on the phone with the dealer who then quoted $280 to replace the tensioner.
At this point I had enough and nothing says shady like receiving 3 different quotes for the same repair.

You were given three different quotes, for three different services.

1) $620 for the replacement of two parts
2) $335 to replace 1 part
3) $280 was a discounted rate to replace 1 part, since you had Jeep Cares on the phone.

Diagnostic fees are pretty normal at dealerships, they're usually waived if you have the service done. And "diagnostic" basically means you have someone looking at your Jeep, trying to determine the best course of action.

I find it hard to believe they'd ask you to leave just because you were questioning pricing.

Find a new dealer, schedule a meet with the service manager and explain what's going on and your experience with the other dealer.

 

[Asylum9]

The fact that they even told me to take the car and get out and never return kind of speaks to there professionalism and customer retention. And no I wasn't being an ass, causing a scene or raising my voice.
I took the Jeep there already knowing what the issue was. I asked them to replace the idler and if it would covered under warranty. They how many miles and said they would have to look at it. I assumed they ment to see if it was under warranty.
The issue was I wouldn't pay there $600 to replace the pulley, flush the coolant, test drive and recheck belt alignment. Or there $190 diagnostic charge.
I simply took the car in with the tsb and said replace this.

 

[Reel Crazy]

Act fast, A few more miles and your warranty for this expires. If your in eastern Mass. I've had good experiences at the service dept. at the Jeep dealer in Marshfield.

 

[Mark_]

Act fast, A few more miles and your warranty for this expires. If your in eastern Mass. I've had good experiences at the service dept. at the Jeep dealer in Marshfield.

It's a 2015, I'm guessing 3/36 has already expired (more than 3 years).

Maybe I'm missing something here. Two known causes for this squeal : belt tensioner or idler pulley. Tensioner is covered under 3/36 and idler pulley is powertrain (IIRC). TSB for the tensioner is this one :
http://www.wk2jeeps.com/Misc/Cherokee/KL_TSB/KL_07_001_16.pdf
... and it clearly shows only 0.5 hours labor to replace, from a *semi-skilled* tech. If a customer walks in and asks for the tensioner to be replaced, knowing full well it may not fix the squeal, then dealer should just perform the work per request, no diagnostics charge.

The idler pulley (edit : see next post also) : that's more involved, with I guess a mandatory coolant flush. But this is covered under powertrain, as far as I know. So... if replacing the tensioner doesn't cure the squeal, replacing the idler pulley should, no charge to the customer (well there is the deductible on the powertrain warranty). This is where it might get tricky with some dealers : some may insist on diagnostic time before completing a possible warranty job. This squeal is difficult to t-shoot because you need a very cold morning, Jeep parked at their facility outside overnight, with a tech armed with a stethoscope willing to suffer from a little time in the cold. Squeal usually lasts only a few seconds so confirming the source of this noise is very difficult. Most dealers would just replace it and charge FCA for it, no time wasted on trying to pinpoint the source. Dealer here seems to want/like their diagnostic fees though...

The simple approach here is, I think, to pay for a new tensioner and hope it cures the squeal. Mine has virtually stopped squealing on its own after 4 winters, so I haven't had any of those two items replaced.

 

[Mark_]

Oops, idler pulley TSB : http://www.wk2jeeps.com/Misc/Cherokee/KL_TSB/KL_07_002_15.pdf

0.3 hours total, no coolant flush. Interesting...

 

[Jeepster1]

The fact that they even told me to take the car and get out and never return kind of speaks to there professionalism and customer retention. And no I wasn't being an ass, causing a scene or raising my voice.
I took the Jeep there already knowing what the issue was. I asked them to replace the idler and if it would covered under warranty. They how many miles and said they would have to look at it. I assumed they ment to see if it was under warranty.
The issue was I wouldn't pay there $600 to replace the pulley, flush the coolant, test drive and recheck belt alignment. Or there $190 diagnostic charge.
I simply took the car in with the tsb and said replace this.

As insulting as that was did you push that issue up to the next level at the dealership? Primarily to the GM and/or owner.
That would be mandatory in your case. I personally would not let a situation like that pass if I was treated like that.

To be fair to the dealership though, there may have actually been an issue with another part from their diagnosis. Many times parts are interrelated and replacing one will not permanently fix the problem. Another part can cause a failure again in that replaced part.
Unfortunately, you do not know what the problem is for sure, regardless of what you think. That's why within that diagnostic fee is the answer. TSBs are issued for the dealership service depts. only, not the consumer, to ID known issues. That does not necessary mean that will always be the issue. It could be both interrelated parts. I am sure you would not be happy if that did not solve the issue for you.
The dealership for sure would not be happy to have to deal with your vehicle a 2nd time to fix something that should have been fixed the first time.
That $190 diagnostic fee meant they did something to figure out the problem. The problem was obviously more that just the TSB you presented. Also diagnostic time is expensive for the dealer as they have to pay the Tech's time to do it.

Actually vehicles are expensive to fix these days. If $600 is the cost including coolant flush and belt alignment ect then that might not be all that bad. Coolant flush will give you 10k/10 years from that date eliminating that future maintenance item. I probably would change out the belts while I was at it.

Actually the same issue comes up many times with the timing belt on vehicles. The dealership will want to replace the water pump at the same time as the timing belt not because the pump is bad but because its easy to do (labor wise) at the same time. But there is extra cost involved for the pump.
Brakes are another issue. A dealership would very likely refuse just to change out the pads if that is all you wanted. Its much cheaper that way. From their experience that would lead to premature wear of the new pads, and less than satisfactory braking if the rotors are not turned or replaced at the same time.

I would say if you are not willing to bring this issue up to the GM or owner for resolution then there is more to the story than stated here.
Its just hard to believe they would kick you out the door with a no return statement.

Hope you get this resolved with this dealership.

 

[Desoto]

Whole experience could have been avoided had the Dealer followed some basic rules. If the work order states "Replace Belt Tensioner per customer requests. They may also add "Customer declined additional repair and diagnoses". So simple.

 

[BurtonRW]

Personally, if I have to escalate anything above the service advisor, I’m done with that dealer’s service department. Sure, the GM might fix things, but then you’re banking on the service department taking good care of your vehicle and not sabotaging anything.

Same thing as complaining in a restaurant before you get your food and assuming even though your complaint was legit, the back of the house isn’t going to spit in your food.

No thanks.

Maybe it’s a cynical view, but I’m not taking unnecessary chances with my primary means of transportation.

-Rob


Sent from my iPhone using Tapatalk Pro

 

[Jeepster1]

Whole experience could have been avoided had the Dealer followed some basic rules. If the work order states "Replace Belt Tensioner per customer requests. They may also add "Customer declined additional repair and diagnoses". So simple.

Absolutely!! That covers the dealer and satisfies the customer. But that's a simple solution!

 

[Jeepster1]

Personally, if I have to escalate anything above the service advisor, I’m done with that dealer’s service department. Sure, the GM might fix things, but then you’re banking on the service department taking good care of your vehicle and not sabotaging anything.

Same thing as complaining in a restaurant before you get your food and assuming even though your complaint was legit, the back of the house isn’t going to spit in your food.

No thanks.

Maybe it’s a cynical view, but I’m not taking unnecessary chances with my primary means of transportation.

-Rob


Sent from my iPhone using Tapatalk Pro

If escalated the problem might have been resolved quickly. Also the GM might have had no idea that there was an issue.
The GM would probably be grateful you clued him/her in. He gets paid on satisfied customers not unsatisfied ones.
As far as revenge on the customer goes its likely not going to be an issue at a dealer if the GM is worth his pay.
I had to work a complaint up the chain twice over the years. Never had a problem and once it seemed they bent over backwards the next time I came in. But again I was always respectful of the people issue and was constructive in the complaint.
A Chrysler dealer's star rating is based on customer satisfaction. That does carry weight and even more weight on repeat problems.

Now a restaurant is a different matter. Never before you get your food would I complain. That I agree is looking for trouble.:surprise:

 

[GomerPyle]

For resturaunts never complain until the end or ifvya do try it in a nice way. Even after you get your food if it goes back for any reason you never know what they will do however if you complain at the end of the meal a lot of the times they will take it off or discount your bill. I got a few meals for free (not just mine either whole bill) just for making a comment like it could have been more well done etc....with out even really complaining.

 

[jcw7897]

My 2015 Limited also does this high pitched squeeling during cold temps. Was this a recall issue? If so, how might I find out if the work was performed?

 

[Jeepster1]

My 2015 Limited also does this high pitched squeeling during cold temps. Was this a recall issue? If so, how might I find out if the work was performed?

Do not believe it was a recall issue. A TSB is only a notice for the dealer that a particular issue might be a problem for the customer that owns a particular vehicle within a particular date range.

Now that particular issue can be addressed if you make an appointment at your dealership with that complaint. There was a TSB dealing with it.
If your vehicle is out of warranty then it will cost you to have it repaired. So be forewarned about that possibility. There are two different parts involved. The belt tensioner was one of the parts I believe. Its an expensive repair.

Also that was a common problem years ago with the engine belts when it was cold for vehicles in general. It was a sporadic problem.
Basically the belts stiffen up in the cold. When they warm up a bit the problem is gone.
Basically one or both of those parts are not working correctly to cause that lack of adjustment for the belt in cold weather.

If you have not done so open an account at Jeep.com with your VIN number.
Any recalls and customer satisfaction notices will be posted under your vehicle. It will list them as completed or not completed.
Also a full owners manual and other information on your vehicle will be available.
Sign up and check it out.