Complaint Review: Grayson Jeep/Pontiac

"The service department failed to assemble our passenger side door correctly during our last visit, causing us to have severe problems with our driver's side door and window"

So, allow me to better understand. You had your PASSENGER door fix wich caused your DRIVER door to have problems? The truth is you had your DRIVERS side door repaired almost year before you came back saying that we failed to assemble your passenger door back when in fact we NEVER touched your passenger door! And if you were traveling in a tornado, thats your own fault not ours.

Thankssssssss.

and probably sooner than you think. Maybe you want to start planning where you will get it now?

If one of the requirements for satisfactory service at a Dealership or Independent Garage was "perfection" then we'd all be working on our own cars because NOBODY is perfect. So the fact that Service Departments (or their customers) sometimes make mistakes is NOT what is at issue here. What is at issue, is how the Dealership chooses to handle those mistakes. If the Dealership management takes the position that Rule #1 is : The customer is always wrong, and Rule #2 is: When the customer is right ... see Rule #1, then when the opportunity for a problem presents itself there will ALWAYS be a problem. Manufacturers seem to understand this concept better than some of their Dealers. The Manufacturer's response is called a New Car Warrantee. A Warrantee doesn't keep a part from breaking, it keeps Customer Relations from disintegrating.

I have been a Grayson customer for years and have noticed a complete lack of concern for Customer Relations when it comes to "out of Warrantee work" I've had done there in the past. On one occasion, I took my wife's Jeep into Grayson's Service Dept. for a new FWD switch. The mechanic pointed out a torn LF Axle Boot so I agreed to have it changed. When my wife went to pick up her Jeep two days later, the Service Manager told her the LF CV Joint was bad and he cautioned her against driving the Jeep until it was repaired (for an additional $685.00 + Tax). She immediately called me at work and told me the bad news. When I called the Service Dept. and explained to the Service Manager over the phone that the CV Joint wasn't bad when I took the car there two days earlier, he told me I was either "mistaken or lying about it" .... (Grayson's Rule #1).

I went straight to Grayson's to see this "bad CV Joint" for myself. I road tested the Jeep on Grayson's back lot with the Service Manager sitting next to me and sure enough, there was a definite "clunking" noise in the left front when the Jeep cornered. We took the car into the service bay and I talked to the mechanic who changed the axle boot. He had no "good" explanation for why he didn't catch this problem while he was changing the boot.

I wanted to see this "bad CV Joint" for myself so at my request, they put the car on a lift .... and before the wheels were even off the shop floor, I could see what the problem was .... a very loose LF alloy wheel!!!!! I told the mechanic to "torque ALL of the wheels down to the factory specs and let's go for another road test". And guess what ..... BINGO ..... problem solved.

Now, you'd THINK that the Service Manager would have at least offered an explanation or apology, but no way .... (Grayson's Rule #2).

If Grayson's Service Dept. staff is as sharp as "Anonymous" would have us believe, then there must have been some "method to this madness". Personally, I would rather believe that this was just a case of poor workmanship ... but who knows, I've been wrong before.

I have many friends in the service department at Grayson Jeep, and I Have the "Whole story". I cant believe someone would go to this extent to degrade a very compentent team of well educated service professionals!!!

To start off you should tell the whole story, Let everyone know that your 8 year old vehicle that has over 90,000 Miles on it and has only seen that service department 2 other times in it's history, One time was an unrelated repair!!! That to me sounds like a loyal, long standing customer to me. Whew.. I hope they have enough room in the bank to stash all of your money.

Next you should let everyone know how uneducated you are about the mechanical components that are inside the door of this vehicle. Considering 4 months prior to this recent visit, you came in and had a "DOOR LOCK ACTUATOR" replaced, Which by they way has nothing to do with your "WINDOW REGULATOR" cable getting balled up in a twisted mess, more than likely from abuse. It seems rather odd that it takes 4 months for something unrelated to fail and you want to blame it on that service department.

Further more, you had another So Called Competent Mechanic with a roll of Duct tape go as far as removing the door panel, and could not fix it while he had it apart so he taped it up, I guess he didn't have enough duct tape to fix it real good for you. How could you even take the word of this mechanic that maybe worked on 3 whole Jeeps in his life? I think it takes a lot of ignorance to belive that an aging vehicle couldn't ever possibly break on it's own. It must be someone elses fault.

This world is full of people who want something for nothing. It is so easy to blame others for your own misfortune. Maybe when your motor blows up because you dont take your vehicle to competent Qualifed, Well Educated and Honest service professionalls for regualar maintainance you can blame it on them too.