Stateline CJDR

Unprofessional & Unorganized I purchased a 2015 Jeep Grand Cherokee Summit Diesel on November 9, 2018. The buying experience was good as my salesman (Walix) was excellent. I agree I purchased a 2015 Jeep Grand Cherokee Summit Diesel on November 9, 2018. The buying experience was good as my salesman (Walix) was excellent. I agreed upon almost full asking price based upon the fact that this vehicle had very low miles and are rare to begin with. I also bought the top of the line warranty for it which includes the cost of a daily rental. Thank God for foresight. Below is a numbered ( ) list of issues I have found with the vehicle and what the dealership has tried to do to repair them. Upon delivery of the vehicle (Friday, November 9, 2018), (1) the spare key (which was promised at negotiation/signing) was not present. Also, and this is really what I thought was the biggest problem, (2) the reconditioning department used some type of lacquer based cleaner under the rear cargo mat which constituted driving with the windows down back to my house. It rained for the next three days. The smell inside the car was unbearable. I had to leave it parked in my garage with the windows down until Monday morning. New car...sitting in the garage for four days and it was undriveable. Not happy about it, I ended up going back to driving my 2014 Jeep Grand Cherokee Diesel during that time. Over the course of the next week (mind you I haven't had it for 7 days at this point) (3) the rear brakes begin to squeak all the time, (4) a loud noticeable thud/rattle coming from the left rear tire location when going over a bump and also, (5) the right rear passenger seat back reclining handle came off in my hand. It was during this time, that I also noticed that the (6) 19 speaker sound system in my new Summit didn't quite sound right - no surround sound. The button lit up and shut off but the sound never changed. Everything sounded muffled and faded toward the back. (7) Two weeks into ownership of the new Summit, the radio stopped communicating with my iPhone intermittently and then starting resetting (shutting off - black screen) regardless of whether it was paired with my phone or not. Again, I own a 2014 Jeep Grand Cherokee Overland Diesel, which is almost identical to the Summit, so it was very easy to compare all of these problems. The 2014 has no problems. As if this all isn't bad enough? I got a flat tire and had to call AAA. (The dealership had installed four new tires prior to showing the vehicle to me.) (8) AAA couldn't get one of the lug nuts off of the tire because it had been overtightened by the dealer's mechanic. If you're familiar with Dodge products, their chrome lug nuts are faux chrome covers over basic lug nuts. If you tighten them too much the cover will strip preventing you from removing the lug nut. The AAA driver and I ended up wrestling with the lug nut until the faux cover snapped off allowing us access to the lug nut itself. We were then allowed to remove the tire. Cold, visibly upset and having used an impressive amount of expletives, I believe the AAA driver was happy to be rid of me (I was swearing at the Jeep, not him). Due to my busy work schedule and constant driving (I put 3,000 miles on it in 4 weeks since taking delivery of the vehicle), I was able to get the vehicle back to Stateline Jeep (I live in RI - the dealership is just over the line in MA) on December 11, 2018. My service adviser, Josh, greeted me and wrote down my concerns: 1. Break squeak 2. Thud/rattle coming from rear 3. Tools missing from rear tire 4. 2nd set of keys 5. Surround sound does not work 6. Right rear seat handle has come off 7. Wheel locks (none on the vehicle at delivery which I found to be odd) Josh then put me into a 2018 Jeep Grand Cherokee Limited rental and I was on my way. Almost three weeks later and a lot of back and forth on the phone, the vehicle was delivered to me. Sounds like it was a minor imposition but that it was all corrected, right? Think again. First of all, the person answering their main phone line does not know how to handle calls. She consistently kept hanging up on me or putting me into voicemail during this period of time. Same problem exists in the Service Department. You would think there was one person working at this dealership. My frustration level was pushed almost to the limit just by their unprofessional and unreliable phone skills. Moving on. Apparently the dealership was "understaffed" during training/school/classroom sessions during the almost 3 weeks my vehicle was there. Not my problem. They pacified me by putting me into the rental which clearly bought them time during the repair period. Or at least they thought it would. Again, back and forth on the phone over a period of almost two weeks and I find out that everything was corrected except that they ordered, or perhaps had delivered, the incorrect amplifier which they diagnosed as the source of the surround sound malfunction. Per my premonition, they contacted me at 4:30pm on Friday, December 22, 2018 - last minute after I had been hounding them for an update on the vehicle's repair status - that it was ready for pickup. I lost it at this point. They expected me to travel to MA from RI in rush hour traffic on a holiday weekend to pick up the Jeep. They said they had no one to deliver it. A day earlier (Thursday, December 21, 2018) I had left a voicemail message for Damon (a sales manager) to contact me to discuss the lengthy status of the repair (almost as long as this letter I'm typing right now...with pleasure by the way). Damon returned my call on Saturday, December 23, 2018 stating he was off the past day and couldn't return my call any earlier. I expressed my concerns to him. He went to the service department personally only to find that the vehicle was in fact not ready and that the head unit for the main radio had to be replaced. Furious, as I was leaving that day for a week-long vacation, and feeling as if I was being held hostage at this point by the dealership, the Summit remained there while the part was ordered. My parting words to Damon on the phone were "Don't sit on the repair just because I'm traveling. Fix it as soon as the part comes in." He assured me it would be repaired immediately. Yesterday, December 31, 2018 the Jeep was delivered to my office in RI. Interestingly, the runner they sent down (nice guy) to swap the loaner with my car witnessed my displeasure with the service. While swapping items over from the loaner back to my vehicle, I opened the passenger side front door to find the broken seat handle on the floor where I had placed it three weeks earlier with Josh. I then immediately went to the radio where I found the same issue with the surround sound system. No difference in sound. Almost inconceivable really. They did manage to correct the brake squeaking, the thud/rattle in the left rear and furnished a spare key. By the way, did I mention that the dealership sent a separate vehicle alongside the runner? Did they not understand that they were dropping off my car and picking up the rental? Hey, not that I care but it's just another clear sign of miscommunication and mismanagement of this dealership in general. The icing on the cake: the paperwork states that all issues had been corrected and "working as designed". Right down to the wheel locks that they charged for but didn't install. I don't want this criticism to reflect poorly upon the Jeep Grand Cherokee. It's a very nice vehicle. What this review should do is shine an ultra bright light on the clear mismanagement of this dealership. I understand it was acquired within the past year (it was previously called Somerset Chrysler Jeep). Again, that's not my problem. But it is clearly the dealership's problem. I cannot imagine reviews like this are something you look forward to but it's something you deserve. I will be bringing my Stateline Chrysler Jeep...blah blah blah... paperwork to a reputable dealership in RI to diagnose the remaining problem with the radio and will purchase the wheel locks there as well. As for the $100 deductible that I "owe" for the service contract work, I think you clearly know that I will not be paying that. I think you also know that the next time you list a car for sale on your lot, you should really perform the multi-point inspection that you state you did rather than roll the dice and hope for the best. Looks like the best doesn't always work out, does it? Lastly - don't bother contacting me. But I think that goes without saying. Or does it? More