Complaint Review: Royal Jeep

I took my Jeep Liberty in to the service department in April 2008 to have them work on the ball joints that were recalled, and decided to go ahead and have a complete detail job done while they had it (since I was about to go on Vacation).

I usually clean my own vehicle, but it had gotten quite out of hand (with my two boys dirtying it up all the time) and I felt like I would treat myself to this special service.

I took it in at 0730 in the morning and dropped it off. I had to get my mother to pick me up at the dealership (since the courtesy van doesn't provide service to my area).

I stayed at my mothers house for about 8 hours waiting for them to finish with my car. It was a long wait, but the idea of having my car nice and clean for our trip made it worth it. I really thought I would get my car back nice and clean and fresh.

They finally called and said my car was ready about 4:30PM. Mom took me back in to pick it up. The service manager said they had spent extra time on the hood and had to take it to the body shop to have some road oil buffed out, that they just couldn't get off in the wash. This was going to cost me extra. He sent me to the cashier to pay my bill, and it ended up costing me $159 for the detail job. I paid it, not yet seeing my vehicle.

The service tech then bought my car around, jumped out and took off before I could even check it out. After looking around I had a sickening feeling and could feel my face flush with anger.

The $159 detail job was HORRIBLE! It looked as if they did not clean my dash, gear shift area, seats, or door panels before they smeared all the dirt around with a lint packed dirty rag filled with ARMOR ALL or something.

There was still crumbs and dirt everywhere stuck in greasy armor all!

There were still dirty little boy handprints all over my light grey leather seats and door panels.

There was sunflower seeds, straw wrappers, and gritty dirt in the crevices of the seats and under the seats.

The car did not smell clean and fresh like I imagined it would.

At first I thought "well, I could go home and clean up what they missed and forget it", but then one of the sales managers walked by and I asked him to come look at the "detail" job I just paid for.

He said it was very bad and told me to bring it back for a "reclean" and even gave me an "extra clean" on top of that.

I felt pretty satisfied with that, even though the thought of having to make arrangements to be picked up and wasting an entire day waiting for them to do it again was dreadful.

This was the first time I had ever paid anyone to clean my car, I don't really have the extra money or time to have this done very often.

I ended up waiting 2 months before taking the car back to Royal for my "extra cleaning", I never did get it recleaned because I just didn't have time.

I took it in yesterday, June 23, 2008. We are going on vacation again, I wanted my oil changed, inspection sticker, and tires rotated along with the "extra cleaning".

I had my mom pick me up. I waited 7 1/2 hours for them to finish the job. Mom took me to pick up the car up.

It was just as bad as it was the first time, even worse! This time they didn't even clean alumanum rims and the rubber mats (that line the storage rack in the cargo area) were missing.

I immediately had two of the service techs and the service manager inspect the car, and find my rubber mats.

They both agreed that the job was unacceptable and that I was right.

However, they told me that they did not think that they would ever be able to clean the car to meet my standards and they were just going to give me my money back. They said that they would not clean it again.

However, the two people who could refund my money, were both gone by this time and the service manager said they would mail me my check. I asked for this in writing and he abliged.

Now I wait for my refund in the mail. Expecting that it will never show up, and that I will have to waste more time on the phone with these people in order for justice to be served.

They made me feel like I was being too picky, or something. I really felt sick about the whole deal.

I wasted two days to get my car detailed and they couldn't get it right.

Does anybody know what a "complete detail" job is? This service department doesn't have a clue!

They acted as if I concocted this whole ordeal in order to get a free cleaning! or something?

I will never buy another car from these people, and I surley will never use their service department again!

Bobbie
given, West Virginia
U.S.A.

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