Jeep customer care and MVP is horrible!!!!

473 Views 16 Replies 12 Participants Last post by Leems, 3 d ago

rlefig

Discussion Starter · 6 d ago

After purchasing my 2019 Jeep Cherokee Trailhawk in November 2022 as a CPO. I ran into multiple ignition coil problems and a check engine light in January. I spoke with Jeep customer care and they said to take it to a dealership. I called 4 local dealerships and were told they could work on the car in 3-4 weeks. Totally not good enough. Customer care then told me I can take it to a 3rd party and get reimbursed, so I did.

I was then told customer care could not authorize this and I should have gone through MVP. Customer Care however did state they would pay 75% of the charge because they "recoginized" their error. So I submitted through MVP and they said it would take 90-120 days to process. Just found out today that MVP denied the claim. So at this point after 4 months I just want some money. I call customer care and they state that they will have to open a new case. Told them not good enough and I need my reimbursement today as it has been 4 months. Wanted to speak to a supervisor, nobody was around, I have the ID of the original guy I spoke with not around.

If this does not get resolved to my satisfaction this will be the last Jeep I own!!!! I will go back to Toyota or something else.

Totally frustrated and pissed!!!

ANy help or ideas would be welcomed.

Thanks Rob

Reactions: 2

1 - 17 of 17 Posts

sanghill

· #2 · 6 d ago

The bad news is we can no longer buy a new Cherokee so it may not matter.
I am surrounded by Jeep dealers. I got lucky, the Jeep dealer I bought my 2014 TH was dealerrated.com 4.5 out of 5 stars. All of the other Jeep dealers were either not rated or rated poorly. Only one Jeep dealer a fairly long distance away was rated 5.0.
So, check your 4 Jeep dealers and find the best one on dealerrater.com, talk that Jeep dealers Service Manager and see if you can persuade him to make you happy.
I am pretty sure my next off road vehicle will be a Subaru Outback Wilderness. My nearest Subaru dealer is only a couple miles away and Service rated 5.0. This won't do you any good but explore the 'process'.
If it wasn't for the fact that my 2014 V6 TH is the perfect vehicle for my off road needs I would never buy anything from FCA!

Duke2015

· #3 · 6 d ago

sanghill said:
The bad news is we can no longer buy a new Cherokee so it may not matter.
buy anything from FCA!

Why can't we buy a new Cherokee?

Steveinmedford

· #4 · 6 d ago

Try your local Atty General/Consumer Affairs office. Some local Newspapers and TV channels have consumer advocates that'll look into it for you. The evil doers hate bad press.

Reactions: 1

Fj4080

· #5 · 6 d ago

Duke2015 said:
Why can't we buy a new Cherokee?

Production ended in February. We now own modern classics.

Reactions: 5

AZJeeper

· #6 · 6 d ago

"Customer care then told me I can take it to a 3rd party and get reimbursed, so I did. " ...and... "Customer Care however did state they would pay 75% of the charge because they "recoginized" their error."

Told you in writing? You have a case. Told you verbally? Verbal contracts are valid in nearly every state, but good luck proving it. I understand your frustration, but if you search the interwebs you'll see similar FUBARs with every car brand. IMHO, Lower your timeliness expectations and stay on them.

"Good things come to those who wait" (Mary M. Singleton, AKA Violet Fane, 1892). Not always, but often enough I keep falling for it.

Flybynightcru

· #7 · 6 d ago

rlefig said:
If this does not get resolved to my satisfaction this will be the last Jeep I own!!!! I will go back to Toyota or something else.

Totally frustrated and pissed!!!

ANy help or ideas would be welcomed.

Man, that's sketchy as hell. Stay persistent and vigilant with them. I'd be pissed too. I guess I'm fortunate too, and have a really good dealer. I haven't needed any work done on my Trailhawk yet (knocking on wood), but I've purchased several vehicles from other brands from them with zero issues with regular servicing or warranty work from their service department.
Hopefully they work it out with you soon, and your Trailhawk doesn't give you anymore problems. Good luck, and keep us posted...😎

Reactions: 1

Duke2015

· #8 · 6 d ago

Fj4080 said:
Production ended in February. We now own modern classics.

I went to the Jeep page and they are taking orders for 2024 Cherokees, the starting price is $37k!

2023 Jeep® Cherokee | Your Next Big Adventure - Jeep

The 2023 Jeep® Cherokee is built for on and off-road adventures. Explore the pricing and capability of the Jeep Cherokee mid-size SUV. Enjoy the journey!

www.jeep.com

it says the Belvidere plant stopped making them so I'm assuming it's going to be made in Mexico now?

rumrunner

· #9 · 5 d ago

it's just a corporate cluster-F. deep breaths, take a walk & keep working it. sounds like you're getting there. frustrating yes. def. takes away from the joy of ownership

I loved a Forester but didn't like getting jerked around all the time. bailed on the vehicle but I often miss it

hang in there, good luck!

osimj

· #10 · 5 d ago

Duke2015 said:
I went to the Jeep page and they are taking orders for 2024 Cherokees, the starting price is $37k!

2023 Jeep® Cherokee | Your Next Big Adventure - Jeep

The 2023 Jeep® Cherokee is built for on and off-road adventures. Explore the pricing and capability of the Jeep Cherokee mid-size SUV. Enjoy the journey!

www.jeep.com

it says the Belvidere plant stopped making them so I'm assuming it's going to be made in Mexico now?

The Jeep site only has 2022 and 2023 KL Cherokee choices , it has been announced for a couple months that KL Cherokee production has ended. See below 😎
Been a few posts on this forum discussing this already.

driving.ca

Jeep Cherokee discontinued, Grand Cherokee remains in production

After a 49 year run, the iconic nameplate is taking a break, but Jeep hints it may return as an EV

driving.ca

Reactions: 1

AZJeeper

· #11 · 5 d ago

Duke2015 said:
I went to the Jeep page and they are taking orders for 2024 Cherokees, the starting price is $37k!

The US Jeep page? It doesn't show anywhere I can find to order a new KL from any year, and no models for 2024. For KL, only "Search Dealer Inventory". What's at the dealer lot is it.

Wishful thinking?

rumrunner

· #12 · 5 d ago (Edited)

2

this morning saw the first billboard (that I noticed) for the Dodge Hornet. who will be brave enough to be the 1st buyers? starting price near me, only $38K ... hahahaha omg good luck w/ that!

I do like red w/ black wheels tho

but here's a nice used one, w/ 31 miles for only $34k?
seller's website

warning lights are pretty

See less See more

Reactions: 1

rlefig

Discussion Starter · #13 · 5 d ago

thanks, I will be calling them frequently and then will take it to the atty general or something like that. I was only following what they said and I do have some of it in writing via chat.

Just really annoyed.

Reactions: 3

XJ99

· #14 · 5 d ago

Great this is what I have to look forward to trying to get Jeep to pay for towing, room, and car rental...

UmpJJ

· #15 · 4 d ago

Light them up on Facebook on your page and on theirs. Social media can be a good thing for you and a very bad thing for them.

Reactions: 1

rlefig

Discussion Starter · #16 · 4 d ago

i will be doing that just hopefully can get it worked out. just want to speak to somebody other than first line tech, the notes are all there they just don't have authority. I should have taken the 75%up front instead of trying to go through mvp for the 100%

Leems

· #17 · 3 d ago

Have you reached out to JeepCares directly? Production may have stopped on the KL Cherokee, but Jeep still has a lot of vehicles coming off the production line. There is a way for you to get better service I'm sure. You just have to get in touch with the right people. Good luck.

2015 Trailhawk; 2.4L; Factory Tow package; 8.4A, 6 speaker - upgraded with Alpine KTP-445U stereo amplifier, Rockford Fosgate 2-way, 3.5" (dash) and 2-way, 6x9" (door) speakers; Remote CD; Rage Powersports roof bars; GoRhino black hitch step; Auxbeam 12" LED low and high beam front bumper mounted light bar; Interior and license plate LED's; Rear bumper mounted LED pod lights with Mohawk Fab bracket; MFC Off-Road LED (amber) Fog Lights; K&N '77 Series' cold air intake system; MagnaFlow performance resonator; HazardSky 1-1/2" lift; Dick Cepek Trail Country EXP LT265/65R17 tires; Bilstein B4 struts and shocks; Modern Performance ported Throttle Body; X2 Power AGM battery; Xpel PFF clear film on front end paint (hood & driving light panels); Rhino-Rack 'Pioneer' roof platform w/ Rotopax locking gas can, tie downs and shovel attachments.

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