Quote:
Originally Posted by Taprod
I’ve been in a long running battle with Rolfe Jeep in the ACT for a while now. My vehicle was making a sort of ‘belt noise’ and I brought it in a couple of times as they instructed me to, before my warranty expired but as it was intermittent, they couldn’t identify it.
Later they said they identified it as belt noise and removed and cleaned the belts. Nope, the noise came back and worse. In the end when it was getting really bad I went and stood in the service area and refused to leave until someone looked at my car because it was most certainly not belt noise.
The mechanic took about 2 minutes to identify that it was not belt noise, which says to me that they did not even investigate it the first few times I asked.It turned out to be a bearing in the water pump, which could have been absolutely catastrophic if it seized. It cost me $1200 to have that fixed when it should have been covered under warranty. They did not record my pre-warranty expiry visits in their system and basically left me for dead.
I complained by email to the dealer principal who did not even acknowledge my complaint and got his warranty advisor to call me and tell me that they stop investigating when they find the first ‘fault’ to save the customer money rather than performing a proper investigation! She said they would be doing nothing about my complaint but offered me $100 off my next service, as if I’d be trusting them with my vehicle again.
I’ve escalated to FCA who have been pretty responsive so far.
Real shame, my experience with Rolfe has left a bitter taste in my mouth. I believe it is individual incompetence rather than some systemic issue. I sent my vehicle there because I thought they were the experts. In the end taking my vehicle exclusively to Rolfe counted for nothingn.
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That is exactly why I suggest to anyone that if they ask for something to be checked out during a service that this request is listed in the invoice/work order you receive when you pick up the vehicle. I requested three times that a Jeep dealership check out the reason/cause of a slow leak from my windscreen washer reservoir, all during the warranty period. Each time they "weren't able to find the leak" but topped up the reservoir. Nothing noted in my vehicles service record.
First service at a new dealership and, coincidently, the first one out of the warranty period, a crack was found in the washer reservoir and because it is now outside the warranty period, customer to pay. Price for a new one.........around the $1000 mark!
Once I got back up off the floor I explained that I had raised this issue previously X3, their response was that as that there was no record of it being raised it was not going to be covered.
Once I got home I emailed Jeep and raised it with them. It took quite some time (01 Feb 17 to 07 Apr 17) but I was finally able to talk to a very reasonable person from Jeep Australia and the points I relied on were the following:
1. I had previously raised the issue 3X but acknowledged that I had no evidence of this.
2. It is reasonable for a consumer to expect that a plastic container costing $1000 should last FOREVER (the only time a ridiculously high price for a car part has worked for me).
3. That there was plenty of evidence that the failure of my washer bottle was not an isolated incident.
It was replaced under goodwill.
Final word - Make sure your concern/fault/issue is noted, it's not what you know, it's what you can prove.