Bournival Jeep - Service Center

Bournival Jeep responded

Joey, Thank you for your continued support and the candy you bring us. Have a blessed Thanksgiving. We love you visiting us. Alissa

Bournival Jeep responded

I am responding to this negative review, because it is very important to try and resolve customer issues and/or concerns. As for this specific customer, I tried offering a few options to assist in this matter and we must have still fallen short. When I became aware of the situation and the issue he was having with the vehicle and our service department, I personally called him. I called him to apologize and try to resolve the issue at hand. First of all, we did place him in a loaner vehicle, a very nice New Jeep Wrangler, which is very similar to his. I wanted him to have a safe and reliable vehicle, while waiting for his service appointment and repairs. After speaking with him on the phone, I also met him in person to offer some resolutions, because he was unsatisfied with the vehicle and how the situation was being handled. Here are a few options that I offered, because I sincerely believe in customer service and satisfaction. 1. Replace the transmission with a new one, shipped directly from the Chrysler facility. No out of pocket costs to the customer and we would continue to supply a loaner, while the vehicle was being repaired. 2. Replace the existing Jeep with a brand new one, and equipped with the exact same options. Again, without any additional costs to the customer. 3. Offered to make his first payment, because he wasn’t driving the vehicle and I understood his frustration. It became very clear, regardless of what I was offering, nothing would help resolve his poor experience with the vehicle or the service department. Unfortunately, machines are not perfect and sometimes can break down without reason. With that being said, humans are not perfect and can also breakdown without reason. I have since spoken with our service department, and we are working to improve our efficiency and effectiveness in our daily processes, especially with customer service. I have done everything to the best of my ability to assist in this matter. It seems apparent that I cannot recreate his initial positive experience. Best, Alissa Bournival

idskeg responded

I was willing to move on and let all if this go, but feel compelled to respond to this latest response from Bournival due to the inaccuracies of the situation described. I would like to note that my recent dealings with Mike in service have been much better and he genuinely seems to support my original request to replace the transmission. Bournival did supply me with a Wrangler Unlimited (much to my surprise) but it should be noted that this vehicle (per rental agreement) is on my insurance so I have limited my travel to commuting (back and forth from work) out of fear anything should happen to it since it does not belong to me. Essentially I have been without a vehicle for recreational/personal use for almost (4) weeks. Now let's address some of those aforementioned inaccuracies: For the record, Alissa "became aware of the situation" (11) days before reaching out to me. Her first correspondence was a private response to the referenced negative review (4) days after I posted it but it was nothing personal, just a canned response. After spending a week fighting with service and Chrysler to get them to do the right thing, and replace the transmission rather than fix the bad one, I still had no luck getting them to do what I wanted done and no answer as to when I would get it back. As last resort, I requested a quote from the Bournival GM for trading in the Jeep and received the following response "he took a look at it and is not interested in buying it back". It was then, (7) days after her initial acknowledgment that I posted a private reply to Alissa After my private reply, I received an actual call from Alissa with the offer of possibly swapping out the vehicle for another model perhaps with an automatic transmission and was told this has happened once before and that was the resolution. At this point the transmission replacement (my original, day one request) was still not an option. Now on to the "Options" 1.) The offer to replace the transmission (my original request), did not become an option until (2) weeks after they picked my vehicle up. 2.) The offer to replace the vehicle with a brand new one suddenly was limited to a single vehicle choice exactly the same as the problem vehicle (specifically, one I didn't choose to buy in the first place), and not an automatic which was her original pitch to get me to meet with her. 3.) Her offer to make my first payment was made after I not only explained that I am not the type of person who just tries to get something for nothing (I wasn't raised that way), but after I had pointed out how stressful this whole situation has been ( both mentally and physically), the fact that I was going to make my first payment and didn't have the vehicle, and would rather just put the experience behind me and return the vehicle The entire time I was speaking with her I was constantly reminded of how much she's doing for me and how difficult this has been (for her)....like she's doing me a huge favor by getting Chrysler to do the right thing. So far as understanding my frustration...That was downplayed as "not that bad" at every opportunity during my conversation with her. It took little time before it became perfectly clear that I had wasted my time taking time off from work to drive an hour to the dealership to have a conversation with someone who wasn't willing to accept that this experience was ruined for me (or even how it has effected me) and who wasn't serious about the offers made to get me there. The ETA on the transmission is supposed to be Thursday Oct 12th at which time they will still have to fix the Jeep. As of Friday the 13th, they (Bournival) will have had my brand new 2017 vehicle for (4) weeks (I only had it for 3) and as previously stated I've already started making payments on it. What does it say about a dealership whose management and ownership aren't willing to stick up for their customers (by hiding behind Chrysler protocols), is unwilling to stand behind their product (by refusing a trade-in), and go so far as to insinuate that I (the customer) am a "Broken Human Being" which I find goes far beyond insulting and straight to offensive! They say "Live the Dream, Drive a Jeep" I say "Experience the Nightmare, Buy it from Bournival"

Bournival Jeep responded

Thank you for the great review, yes.. we are very fortunate to have Mike on our team. Thank you for trusting us too Happy Motoring Alissa Bournival

Bournival Jeep responded

Thank you Thank you we really appreciate your great review and continued support. Live the dream, drive a Jeep and stay safe and warm in your travels. Alissa

Bournival Jeep responded

Bournival Jeep said on 02/08/2017 12:39 PM (Private Message) I apologize that you are unhappy in regards to what was on your credit report for inquiries. This is something that typically, we do not do. I am unsure if there was a reason in securing the best, rate, term or finance amount. We do not like to "shot gun". I would like to further research this and at least give you a better explanation. Please contact Jessica Gorman at 603 431 8900 or email directly to jgorman@bournivaljeep.net. I spoke with her and we both are wondering why this did happen. Please reach out when you have a moment, so we can give a better explanation and try to further understand this. Customer service and satisfaction is very important to me, as an Owner, and I apologize that you are less than satisfied with the entire process. Look forward to hearing from you. Best Regards, Alissa Bourniva unhappycustomer1 has read this message I am sorry you have not responded to me I have tried to reach out to you numerous times.There were other dealers in the area that pulled your credit that accounted for your hitting of your score. Best wishes and happy motoring Alissa

Bournival Jeep responded

Steve, Thank you for everything. It has been a pleasure helping you with your purchase I love the color you choose for your Wrangler. Live the dream,drive a Jeep Alissa

Bournival Jeep responded

Robert I am happy we could assist you LIVE THE DREAM DRIVE A JEEP Happy Turkey Day Alissa

Bournival Jeep responded

Mike is very special to us and we are thrilled to have you as a customer Alissa

Bournival Jeep responded

On behalf of Mike and Bournival Jeep thank you thank you Happy Fall Alissa

Bournival Jeep responded

Paul, Thank you for being such a loyal customer. We appreciate you. Alissa