Last Thursday Sept 26, I had my vehicle towed to Laurentian Chrysler. I own a 2017 Jeep Cherokee sport. I had been having issues for a little over a week with my vehicle stalling (in busy, heavy trafficked intersections) multiple times on my way to work.
They had my vehicle for over 24 hours, couldn't diagnose a problem, couldn't replicate the problem so I was basically told there was nothing that could be done and that I could pick up my vehicle.
Let's put this into perspective here - I am a full time, working mother. I have a one and a half year old daughter who I drive to day care every morning. We are in Lively ON and I commute into the city of Greater Sudbury (about a 25 min drive both ways.) After being told time and time again, 'nothing we can do, no problems are presenting themselves' i'm asked to take back an UNSAFE vehicle. Not offered a rental of any type because "it's 'drivable' and they don't have any in stock anyway." Okay great.
I park it at my Mother in Laws for the time being because again, I am not comfortable in this vehicle. Having had it stall and die time and time again, has caused me great anxiety, being a mother afterall.
We are assured 'it's fine, it's running smoothly, no issues.' Okay great. She takes it to work yesterday (October 1) and it stalls and dies 3 times on HER way to work. After being assured it would be safe and fine to drive, and after I TOLD THEM that it would happen again, surprise! It happens again.
I get it towed AGAIN to Laurentian Chrysler. It arrived by 10am. I call from my place of employment at 3pm to check the status. The receptionist CAN'T EVEN FIND RECORD OF MY VEHICLE BEING AT THEIR LOCATION!!! I give my name. My maiden name. My phone number. NOTHING! I had to finally give my VIN. She then explains that, "I can't really give you much information just that it hasn't been looked at yet." HASN'T BEEN LOOKED AT? It's been sitting there for 5 hours and not one peep from Laurentian about their plans to fix or diagnose my vehicle.
Frustrated, I ask for a mechanic or service rep to call me as soon as there's an update.
I get a phone call around 430pm explaining that MY CAR IS IN NEED OF OIL. Excuse me? You've been servicing this car for over a week now. This problem has been happening for close to THREE WEEKS now. And you've checked the vehicle over, so you claimed? I'm no mechanic, but oil seems pretty standard to check right? When you're trying to diagnose anything, you should make sure that there is.. you know.. OIL IN THE VEHICLE? So he asks if I authorize him to give an oil change. Like, obviously? If this is the problem which you are claiming it to be - why wouldn't you just do it and then call with an update after-the-fact? But whatever. I say fine, do it.
No call from Laurentian. I'm waiting waiting waiting. Finally at 7pm I call because I see on the website they close at 8pm. NO NO. The SERVICE is closed at 5pm, it's SALES that is open until 8pm. Derek, the mechanic (or service worker) that I mentioned earlier has since GONE HOME and I have again - been left out of the loop and without a damn vehicle.
To say i'm frustrated is an understatement. To say the customer service has been despicable is an understatement.
I have already looked into getting rid of this vehicle and changing to a more personable, integrity-based, HONEST dealership in town who, when I explained my situation, WANTED TO DRIVE TO LAURENTIAN AND TAKE IT OFF THEIR LOT. They were angry for me, empathetic to my situation and understood how QUALITY, HONEST and VALUABLE customer service can go along way.
I will NEVER in my lifetime own another Jeep vehicle. I WILL NEVER recommend a Jeep to any of my loved ones as long as I live. After posting on my personal social media page, the frustration that I was feeling after dealing with your location and your 'workers' I was met with tons of private messages telling me that you are one of the WORST dealerships to deal with in the Sudbury area and to get out as soon as I possibly can.
Shame on you. Shame on you for making a mother endanger her baby's life. Shame on you for not taking this seriously and shame on you for continually doing NOTHING to right this absolutely WRONG situation. read more
