Awful customer service, service center staff is disrespectful and unprofessional, and management does not take responsibility.
We have had our Jeep in 3 times in the last 2 weeks only to find something else wrong each time we have picked it up. The first time I picked it up (after having the 4-wheel drive fixed) I noticed that my dashboard lights and clock were not lighting up, my heated seats no longer worked, and the cigarette lighter squealed when my phone charger was plugged in (all of these things did not happen before I brought it in). I pulled my Jeep up to the service window, had to go to the cashier window because nobody was in the service center, and had to wait 5 minutes to be seen. Jake finally came out, I told him what was wrong, and he told me that there was nothing wrong with it and that I didn't know what I was talking about. I left and called customer service immediately to file a complaint. They made another appointment for me to get it looked at a couple of days later.
I brought it back for my next appointment, the woman at the service desk was very kind but again, Jake was extremely rude. I told the woman at the service desk that I hope I wouldn't have to pay anything because I tried to get it looked at before I left a couple of days prior. She said she could not guarantee anything. I told her to contact me with any updates.
The following day, I had not heard anything so I called to check in. Jake answered the phone and told me that he didn't know why I was calling because he had just talked to my husband. I told him that I was to be contacted and that I still wanted an update. He told me that there was a fuse missing. I asked him why this happened AFTER they had fixed the original issue. He told me not to accuse his staff of any foul play--I was not doing this, but only asking a simple question. He brushed me off, yet again and told me that it was a simple fix and would be covered under the warranty we had with Sorg. I told him that I would not be paying the deductible because it was an issue that we noticed during the pickup. He told me there was nothing he could do about that.
We got a call three days later that the Jeep was ready to be picked up. We got there at 5:58, 2 minutes before closing. We got to the Jeep and noticed that the brake peddle was grinding when in park (AGAIN, this was an issue that was not happening BEFORE dropping the vehicle off). We went back inside (was not 6:00 yet) to find NOBODY around. We called to see if we got an answer--no answer. My husband too a video to prove that we had not left the lot when issue was notice.
My husband went back the next day and asked to speak to the General Manager. The General Manager stated that the grinding of the brake was an issue that Jeep vehicle get over time (apparently while in the Sorg service center). The General Manager stated that the Service Center manager would be calling us on Monday morning. We still have yet to hear from anyone at Sorg.
I am sick over the experience we have had with this company. The customer service, service center (specifically Jake--the women there was lovely), and management do not even deserve 1 Star. I have never been treated with disrespect like this before. We will be taking our Jeep elsewhere. We are out $300, even with a warranty. We will never bring our vehicles back to Sorg nor will we ever recommend their services to anyone in the area. read more
