[JamesJ]

I should have known the first time that I scheduled a service appointment and was told that the dealership that I purchased from wasn’t a certified Wagoneer dealership and that they wouldn’t honor the concierge service agreement that this was going to be a headache.
I enjoy owning this vehicle but if concierge service is a major selling point for you, I would take into consideration that it’s sub par at best.

 

[WagoneerCxSvc]

I should have known the first time that I scheduled a service appointment and was told that the dealership that I purchased from wasn’t a certified Wagoneer dealership and that they wouldn’t honor the concierge service agreement that this was going to be a headache.
I enjoy owning this vehicle but if concierge service is a major selling point for you, I would take into consideration that it’s sub par at best.

We certainly regret to hear these sentiemnts and apologize for your experience so far. If you are currently in need of repairs and want some extra support while there, feel free to contact us via private message.

Kate
Wagoneer Client Services

 

[JamesJ]

We certainly regret to hear these sentiemnts and apologize for your experience so far. If you are currently in need of repairs and want some extra support while there, feel free to contact us via private message.

Kate
Wagoneer Client Services

Kate, I have responded as requested.

 

[mrmanishs]

Even at the certified dealerships, the 10 promises are a joke. Client Services has no power over the dealers

 

[Assyrian_knight]

I'm looking at a WS1 with the premium group (Sunroof, 20in wheels, etc) and didn't know dealers had to be certified to service wagoneers until one day I was doing a dealer inventory search on wagoneer website and noticed that some dealers had the certified label and others didn't. The dealer that has the Wagoneer I want is NOT certified but another closer dealer is so now I'm wondering if I can take a vehicle I purchase to another dealer for service and get the same level of service that I expect?

 

[SWIMRWO]

As with all vehicle sales in the USA, the manufacturer has little/no short-term influence over any local dealership. The dealerships are independent businesses that have their own approach to business.

That said, you have the power to choose whichever dealership for service that you think will do the best job for your needs. You may get BETTER service at one or the other dealership depending upon those needs.

Talk with friends and other locals that have similar brand vehicles, check out the organization and cleanliness of the work areas, talk with the service managers, then try them out. Just because you go to dealer A for brakes doesn't mean you must choose them for interior problems. The 'certified' dealer may be better trained, but the other may have better mechanics.

And... don't forget - YMMV because of your needs and wishes.

 

[Assyrian_knight]

As with all vehicle sales in the USA, the manufacturer has little/no short-term influence over any local dealership. The dealerships are independent businesses that have their own approach to business.

That said, you have the power to choose whichever dealership for service that you think will do the best job for your needs. You may get BETTER service at one or the other dealership depending upon those needs.

Talk with friends and other locals that have similar brand vehicles, check out the organization and cleanliness of the work areas, talk with the service managers, then try them out. Just because you go to dealer A for brakes doesn't mean you must choose them for interior problems. The 'certified' dealer may be better trained, but the other may have better mechanics.

And... don't forget - YMMV because of your needs and wishes.

The dealer that has the exact wagoneer that I like is a bit farther away (14 miles) and their showroom is dismal and their service department even worse. They remind me of a large chain lube shop. The Wagoneer-certified Jeep dealer doesn't have the car I want. All his stock is way too fully loaded and expensive. Even with $10K off MSRP, I still can't afford the vehicle but they have gone through a full remodel of the whole building (showroom and service department) and I have done service with them for my Wrangler and they are really good.

 

[JamesJ]

Finally got my Wagoneer back to the dealership for the original vibration issue, albeit after a tad bit of confusion and with some additional concerns:

Vehicle not coming out of aero mode after speed decrease
Popping in passenger front speaker
Waterline stain in headliner

To be imagined, all but the vibration could not be reproduced…and the stain is still in the headliner along with some new scuffs along the driver’s b pillar from what I’m guessing was the mechanic’s keys on his side.

After two weeks at the dealership I was told that the vibration had been resolved…this is after the third rebalance of the tires. Not much to my surprise, the vibration was not resolved.

I brought it to an independent tire shop this morning. Every tire was out of balance and the rear passenger tire doesn’t spin true and shows twice as much wear as the other three tires, almost like it came off of another vehicle. (The whole conversation with the service advisor of them originally “fixing” a vibration that I didn’t have now starts to make sense…my tire may have very well fixed someone else’s vibration concern.)

Next week I guess starts what I’m certain will be a fight of having the dealer replace that tire, figuring out who’s reimbursing me for the $60 spent having someone else diagnose what they couldn’t, seeing if they can’t remove the water stain or if they just didn’t try and what they’re going to blame the b pillar scuffs on.

 

[Assyrian_knight]

Finally got my Wagoneer back to the dealership for the original vibration issue, albeit after a tad bit of confusion and with some additional concerns:

Vehicle not coming out of aero mode after speed decrease
Popping in passenger front speaker
Waterline stain in headliner

To be imagined, all but the vibration could not be reproduced…and the stain is still in the headliner along with some new scuffs along the driver’s b pillar from what I’m guessing was the mechanic’s keys on his side.

After two weeks at the dealership I was told that the vibration had been resolved…this is after the third rebalance of the tires. Not much to my surprise, the vibration was not resolved.

I brought it to an independent tire shop this morning. Every tire was out of balance and the rear passenger tire doesn’t spin true and shows twice as much wear as the other three tires, almost like it came off of another vehicle. (The whole conversation with the service advisor of them originally “fixing” a vibration that I didn’t have now starts to make sense…my tire may have very well fixed someone else’s vibration concern.)

Next week I guess starts what I’m certain will be a fight of having the dealer replace that tire, figuring out who’s reimbursing me for the $60 spent having someone else diagnose what they couldn’t, seeing if they can’t remove the water stain or if they just didn’t try and what they’re going to blame the b pillar scuffs on.

And how can Jeep try to get into the luxury market and sell six figure luxury SUVs with this kind of amature job dealership service experiense? smh....

 

[JamesJ]

And of course it gets better…while we’re experiencing extreme low temperatures across the US my passenger seat heater is now unavailable.

 

[Krampus Wagon]

And of course it gets better…while we’re experiencing extreme low temperatures across the US my passenger seat heater is now unavailable. View attachment 1715

Mine both shut off after about 8 minutes of driving and can't be turned back on. Seriously irritating but I'm also not interested in dealing with the dealer and having a POS rental for a week.

 

[JamesJ]

Mine both shut off after about 8 minutes of driving and can't be turned back on. Seriously irritating but I'm also not interested in dealing with the dealer and having a POS rental for a week.

It’s funny that so many people are experiencing the same issues and every conversation with the dealer and Client Services would make you believe that you’re the only one having a problem.

 

[JamesJ]

Now it seems that lane keep assist isn’t working anymore either. 🤦‍♂️

 

[JamesJ]

After more weeks of sitting at the dealership, I was told that everything was fixed. They did replace the door speaker that was popping (the one that they couldn’t hear) after I sat with the service advisor in the vehicle and pointed it out to him. Still have the vibration, passenger seat heater still malfunctions and active lane management no longer seems to exist. I’ve been turned over from Client Services to Customer Retention. They told me to schedule with a different dealer, which I did (maybe I no longer have the benefit of concierge?). My appointment is tomorrow. They called yesterday to inform me that there are no loaners available and that I could rent a vehicle and, after my vehicle is returned, they would consider reimbursement. I believe I’ve satisfied the requirements here in Louisiana for a Lemon. Any suggestions on attorneys?

 

[Krampus Wagon]

After more weeks of sitting at the dealership, I was told that everything was fixed. They did replace the door speaker that was popping (the one that they couldn’t hear) after I sat with the service advisor in the vehicle and pointed it out to him. Still have the vibration, passenger seat heater still malfunctions and active lane management no longer seems to exist. I’ve been turned over from Client Services to Customer Retention. They told me to schedule with a different dealer, which I did (maybe I no longer have the benefit of concierge?). My appointment is tomorrow. They called yesterday to inform me that there are no loaners available and that I could rent a vehicle and, after my vehicle is returned, they would consider reimbursement. I believe I’ve satisfied the requirements here in Louisiana for a Lemon. Any suggestions on attorneys?

"Consider"......that's terrible. And the Wagoneer "10 promises" is complete BS, I'm guessing that's why they don't advertise it anymore, because they know they can't hold to it.

 

[SDGrandWagoneer]

"Consider"......that's terrible. And the Wagoneer "10 promises" is complete BS, I'm guessing that's why they don't advertise it anymore, because they know they can't hold to it.

Anyone have screenshots of the 10 promises? I’m thinking of bringing a lawsuit for unfair and deceptive advertising, among other things unique to my vehicle. The service is atrocious. I’ve kept records of everything and if the vehicle is not bought back (they started the buyback process this week), I’ll be bringing suit. $100k+ to be treated so poorly is a shame. It’s real money.

 

[Krampus Wagon]

Anyone have screenshots of the 10 promises? I’m thinking of bringing a lawsuit for unfair and deceptive advertising, among other things unique to my vehicle. The service is atrocious. I’ve kept records of everything and if the vehicle is not bought back (they started the buyback process this week), I’ll be bringing suit. $100k+ to be treated so poorly is a shame. It’s real money.

Do you work in compliance by chance lol

 

[SDGrandWagoneer]

Do you work in compliance by chance lol

Lol I practice in the area.

 

[Krampus Wagon]

Lol I practice in the area.

Haha lucky guess, as do I

 

[JamesJ]

Figured an update is in order. Customer Retention agreed that they will reimburse for the rental once my Wagon is out of the shop. I dropped it off yesterday morning and the update yesterday afternoon was that they hadn’t diagnosed the problem yet. If we do happen to get it fixed this time, I’m wondering what kind of excessive wear the vibration has caused on all of the other components.