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Old 01-17-2023, 02:31 PM   #1
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Jeep / FCA Dealer Service ?

Curious if the experience I've been having with my CJDR dealer is just how Chrysler dealers operate? Our '21 WK2 has been at the dealer since Oct 5, 2022 for a very loud, nearly continuous interior rattle. So far the dealer has replaced the entire dash, the pano sunroof frame, sunroof glass panels and I'm not sure what else and have not been able to resolve the problem. In the process they've absolutely butchered the interior of the Jeep. I've been going back and forth with Corporate and they presented us with a rather offending offer to buy it back to which we declined as politely as we could. I spoke with a lemon law attorney about it after we received the offer and he wasn't able to provide any additional suggestions

I'm baffled that they have not gotten area/regional reps or engineers involved. I'm a 20+ year auto tech for a living, worked 10+ years at the dealer level for Vw and Audi and this type of handling would NEVER be tolerated there. Even when I had to take my 2006 Silverado in when it was under warranty did I ever have things handled in this fashion.

Did I take it to a completely incompetent dealer or is this just how it is with Chrysler service?

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Old 01-18-2023, 03:11 PM   #2
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Having spent nearly 40 years in the automotive industry, I can assure you that the dealer and FCA are both totally sales centered and could care less about aftersale customer service. You should take the FCA buyback offer if it still stands. Then go buy something not made by FCA.
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Old 01-19-2023, 10:39 AM   #3
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Having spent nearly 40 years in the automotive industry, I can assure you that the dealer and FCA are both totally sales centered and could care less about aftersale customer service. You should take the FCA buyback offer if it still stands. Then go buy something not made by FCA.
Too late. The offer was an absolute joke to put it decently anyway. I'll be way, way better off selling for less than market value if whenever I eventually get it back. Another new vehicle is out of the question with how prices have gone.

This my first ever new Chrysler brand vehicle and am appalled at the service experience so far. And this is the only time I've ever taken it in after 34k miles!
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Old 01-19-2023, 05:40 PM   #4
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Sorry to hear that. The WK is a great vehicle. I would ask to speak with the Service Manager or Service Director. Hopefully he will already be well aware of your issue. Ask him if he can get the Area Manager involved to help expedite repairs. That is a very nice Jeep and you should be out enjoying it. Some dealers are reluctant to call for help when they need it.

You didnít say where you are or what size dealer you are at. If youíre at a smaller dealer, you might get better service by taking it to a metro dealer with a good service reputation. Some secondary markets have dealers that are dualed with other manufacturers. Unfortunately in many cases, service suffers. (Jack of all trades, master of none). A stand alone CDJR store might be a better choice.
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Old 01-20-2023, 05:25 PM   #5
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I’m a CDJR tech. Rattles can be the worst to find. And if you find a bad dealer or they give it to a kid with no delicacy to taking apart things, things will get damaged.
Where does the noise sound like it’s coming from? I had no e that had a rattle that sounded like it was coming from under the right side of the dash. After hours/days of driving and looking I found it was the battery vent tube under the passenger seat. The tune came off of the battery and was tapping/rattling on the battery. The sound was traveling under the carpet (they use plastic to fill in the floor space) and was projected up and under the dash. That was a hard one to find.
I think you have a dealer and/or tech that doesn’t care.
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Old 01-23-2023, 04:32 PM   #6
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Iím a CDJR tech. Rattles can be the worst to find. And if you find a bad dealer or they give it to a kid with no delicacy to taking apart things, things will get damaged.
Where does the noise sound like itís coming from? I had no e that had a rattle that sounded like it was coming from under the right side of the dash. After hours/days of driving and looking I found it was the battery vent tube under the passenger seat. The tune came off of the battery and was tapping/rattling on the battery. The sound was traveling under the carpet (they use plastic to fill in the floor space) and was projected up and under the dash. That was a hard one to find.
I think you have a dealer and/or tech that doesnít care.
Thanks for the reply. It sounds to me like it's in the right area of the dash. I drove the vehicle for a year with the noise getting louder and more consistent before bringing it to the dealer as I wanted the rattle to basically be constant so it could be repeatable and consistent so they'd have a better chance to locate it. Knowing now that wasn't a great move for the sake of buy-back, lesson learned I guess. They're hellbent that it is something in the sunroof or roof area but I'll mention the battery vent tube. That is if I can every get someone to answer the phone over there. I'll probably just stop by on my way into to work in the morning.

Clearly I took it to the wrong dealer
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Old 03-21-2023, 06:20 PM   #7
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Sorry to hear that. The WK is a great vehicle. I would ask to speak with the Service Manager or Service Director. Hopefully he will already be well aware of your issue. Ask him if he can get the Area Manager involved to help expedite repairs. That is a very nice Jeep and you should be out enjoying it. Some dealers are reluctant to call for help when they need it.

You didn’t say where you are or what size dealer you are at. If you’re at a smaller dealer, you might get better service by taking it to a metro dealer with a good service reputation. Some secondary markets have dealers that are dualed with other manufacturers. Unfortunately in many cases, service suffers. (Jack of all trades, master of none). A stand alone CDJR store might be a better choice.
JT, I forgot to hit 'submit reply' in January apparently so here's an update:

This is at a smaller CJDR only dealer. The service manager that was there has since left and the guy in charge now is quite a helpful fellow. I say that with VERY heavy sarcasm.

The dealer forced me to pick the vehicle up on Feb 10 with no resolve to the issue. They were waiting for a regional rep to come down from up north they said and it might take a couple of weeks and that they could no longer provide the loaner vehicle I had been in since mid November. The WK2 sat parked in my garage for 3 weeks before I took it to another dealer at the request of Jeep Customer Care. They had it for about 2 weeks before they decided they did not want to be involved with it following what the original dealer had done with it so I picked it up and brought it back home. Customer Care has offered a cash amount for 'good will' but it won't even cover the monthly payments from while the vehicle was at the dealer so I'm waiting for a reply back on that.

I have since located the noise and fixed it thanks to "Dodge Guy" in this thread. Now I'm in the battle to get the damaged interior repaired....
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Old 03-21-2023, 07:25 PM   #8
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Glad you found it. Many times experience is what it takes to fix issues such as this. Iíve spent hours myself chasing noises and know how frustrating it can be - for the dealer tech and the owner. I could tell you some stories that you wouldnít believe from my years as a factory Tech Advisor.
Enjoy your Jeep, itís a wonderful vehicle.
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Old 03-21-2023, 08:53 PM   #9
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You are saying that it was the battery vent tube?
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Old 03-21-2023, 09:53 PM   #10
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Glad you found he problem.
Don, Yes it was the battery vent tube. The WK has 2 batteries under the passenger seat. The main and aux battery have tubes that snap into the side of the battery and vent out through the floor. Well the main battery tube has a tendency to pop out. It then sits on top of the aux battery and will bounce/tap on the top of the aux battery as you drive. This is then projected up to the front footwell and sounds like it’s coming from under the dash. There is a void with a big plastic filler that allows it to do this. I’ve had a couple since the first one that took me a long time to find and a bunch of visits from the customer.
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Old 03-22-2023, 09:49 AM   #11
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Thanks Dodge Guy. I have a '13 and a '14 GC but don't have the rattle. I did not know there are two batteries under the seat, I have seen one but not the other. Goint to take another look
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Old 03-22-2023, 02:58 PM   #12
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Thanks Dodge Guy. I have a '13 and a '14 GC but don't have the rattle. I did not know there are two batteries under the seat, I have seen one but not the other. Goint to take another look
Yours may only have one battery. Only vehicles with the stop/start feature have a second, smaller aux battery.
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Old 03-22-2023, 03:34 PM   #13
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I bought my 2005 Jeep GC in 2009, really liked the ease of towing and didn't have any problems.....
UNTIL I got the first recall on the transmission slipping out of neutral while parked. Got the recall notice and immediately scheduled the recall which was basically reflashing the ECM. Thought all was good until we went on a trip and couldn't get the Jeep to go into neutral to pull. Actually had to drive the Jeep separate back from FL. Several more trips to the dealer with no luck, my wife was almost stranded up in NY but took the Jeep into a dealer up there and they reflashed again. My dealer and customer service were in DENIAL (no no the river in Egypt) saying they had no reports of problems even though I could find hundreds of them on line. Finally came up with a work around by pulling a fuse which reset the ECM. Jeep finally came up with a fix and reflashed which solved the problem.
Then the next recall was for the ignition switch, got the recall done but ~1 year later started have the problem again and found a fix on line. Took it to the Jeep dealer but they would not do what I wanted but said I'd have have a $250 diagnostic done first. Screw them, just took it home, ordered the part off the internet for ~$30 and fixed it myself.

Now I am battling a O2 sensor issue. Changed all 4 sensors but I am still getting a code. Going to try adding a nonfouler extender to see if that will fix it.





Then there is my wife's Chrysler Van, she bought it new at the same dealer. She took it to them for all the servicing, as soon as the 5 year warranty was up they gave her a list of ~$2500 worth of stuff that needed to be fixed. Said the rack and pinion steering was leaking and needed to be replace ~$1800. She called me crying, told her to just take it home and I'd look at it. I could not find a single leak but the reservoir was low. So I added some steering fluid, that was ~12 years ago, had never used any oil and the steering has never leaked. My hunch is they pulled some oil out of the reservoir and were betting on her just having them do the work. I did make a visit to the dealer and talked to the owner. I asked why they didn't find any of this stuff while it was under warranty, He said it's like going to the Dr, if you don't complain about something they don't look/fix. Not a great business model, we will never buy from them again.
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