My husband and I bought a used 2007 Jeep Grand Cherokee from Bob Penkhus. Their customer service was terrible, and that should have been a warning sign. We were not provided with a car fax or any sort of vehicle inspection information. That should have been another warning.
We spent 15 thousand on the vehicle and had negative equity from our trade in. Witihin two days of buying the vehicle, it would not start. I called the dealership and they had it towed in, they told me it was the after market alarm causing the battery to die, and removed the alarm.
Within two weeks the vehicle was in the shop again for the same issue. Again it was towed in because it would not start. After having it two days they told me the vehicle started right up for them and did not do any repairs.
Shortly after that, the vehicle would not start again, I was left stranded three times with my children in the car and 8 months pregnant. Yet again the dealership towed it in. They sent it to a jeep dealership near by. I was told that the neutral safety switch needed to be replaced.
I spent 4 days in the hospital having my daughter and during that time the jeep was in the shop for repair of the neutral safety switch. My husband and I had to borrow a car to take me and my daughter home from the hospital, as I was unable to get in and out of his lifted truck after a c section.
The first time I went to drive my vehicle after my c section and it being in the shop for over a week it did not start again. I brought it back in, only to be told that they "must have wiggled some wires loose" after a couple days, I got my vehicle back.
Three weeks later, the vehicle would not start again. My husband had just left for a month of pre deployment training with the military. I was left stranded half an hour away from home with a newborn and one of my older children.
Again, the vehicle was towed in, this time I was told it needed a new starter. The starter was replaced.
This time they gave me a dealer rental, for the time my husband was gone. They told me when he got home they would buy back the Jeep, so that I was no longer stuck with the problem vehicle. When my husband returned home, we went to speak with the manager who gave us the rental and promised to buy back the jeep.
We were completely blown off by the manager and met with a sales person. He told us that he had spoken to the manger and that the only thing they could do for us is buy back the jeep, and put us into the rental we were driving. The rental was five thousand dollars over what we paid for the Jeep. The payments were too much for us, and they told us that is all they could do, that we could take that deal or leave with the Jeep. Since we could not afford the deal they offered us, we left with the Jeep.
Three weeks later... and now the Jeep doesn't start again. I called the dealership friday afternoon, and I was told a manager would call me back. I didn't get a phone call back. I called again saturday, and the manager I spoke with was rude, and told me there is nothing they can do for us. He offered to send a tech out to look at the Jeep, I was told I would get a phone call back, and that never happened. No one showed up to look at the vehicle.
I have talked to several managers, sales people, service managers, and every one is rude and unhelpful. I am promised phone calls back numerous times just to be blown off. I have sat down with two managers face to face and discussed the problems and explained my concerns with paying so much for a vehicle that leaves me stranded regularly with three kids and a husband who is often gone due to military commitments. I was promised to have the Jeep bought back, only to walk away with a vehicle that has the same issue.
I am paying 350 dollars a month for a vehicle that has spent almost half of the time I have owned it in the shop. I hold my breath every time I go to start the car. I have been given the run around, the customer serivice is terrible, and these people are dishonest and rude.
If this was a new vehicle, I would be able to pursuit legal action through the Lemon Law, but because it is a used vehicle and not under the factory warranty, I do not think I can do much about it. I feel like my husband and I were taken advantage of, treated terribly, and then forgotten about.
My hopes are that NO one buys a vehicle from a business that would treat their customers with such dishonesty and disrespect. My husband and I work hard for our money, and we do not have fifteen thousand dollars to throw away on a car that does not run. I am disgusted with the terrible customer service and the way this dealership does business.