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| - Awful service department experience. I leased a 2015 Jeep Cherokee in January 2015, after many years of being a loyal Honda owner. Boy do I regret my decision. I came to This dealership at the recommendation of a friend. The sales experience was satisfactory, at best. The reason for this review, however, is the terrible service department experience I have had in the short 9 months of having this Jeep. I first had the vehicle in for a recall issue about two months into my lease. I was quoted a time of less than 30 minutes for the recall to be completed. I went before work and spent more than hour in the waiting area. When I finally went up to the service counter, they were very abrupt and dismissive. I explained I needed to get to work. Well, after an hour and half, I was finally out of there. No apologies. They instead acted like they did me a favor-and I was in for a recall!!!
Today, I presented to the dealership service department for a scheduled inspection, oil change and to have the engine/transmission checked out for issues I have been experiencing for the past few months. There are a few concerning issues with the engine stalling when I pull out into traffic from a stop and the transmission increasing rpms as I decelerate downhill. I called once my check engine light came on and they said they couldn't schedule me for more than two weeks, unless I was towed in. At that point I decided i might as well wait for my inspection appt. the check engine went off eventually. I scheduled my inspection appt for 830am. I arrived on time. Justin was less than friendly upon arrival. I explained I was here for my inspection and to have the other issues looked at. He acted very put out about the issues I described and attributed them to possible software issues, but did not elaborate. I waited more than two hours with no contact/update from a service department person. At the 2:15 mark, I finally went to the desk and Justin acted annoyed by me. He waved me off saying my Cherokee was done and he was finishing paperwork and would be with me in a minute-very dismissive. I sat back down and was finally called 15 minutes later. 2.5 hours for an inspection of a 9 month old car. When I asked about the transmission/engine issues, he dismissed my concerns saying there were "software updates" that "should" help. He said Jeep was aware of the issue and did these updates from time to time, but i would not be notified in the future of there was a new one. The only way I could find out was by stopping for an oil change or service. Really? Bc I would go out of my way to travel to Shorkey for service after two horrible experiences? Are you kidding me? I cannot wait for this lease to be up and I will be returning to Honda as soon as I can. Better quality and a wonderful service department-although I rarely used it bc the product was superior and didn't have these issues.
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