Szott I-96 Chrysler Dodge Jeep Ram — Local services in Lyon Charter Township

Edit, added two stars back. The dealership reached out to me via phone, they did not ask me to change or edit my review which was nice. We talked about the concerns I had, they owned their mistakes, talked about how they are trying to improve and make things better, and offered ways to try and mend our relationship and get my business back. I was happy with the way the conversation went.

My first few visits to the service department were great. I felt like they listened to me, fixed what was needed and charged a fair price. Had friends recommend this place because they had similar experiences. My last two visits not so great. I had taken my ram in for noise coming from the back, thought maybe transmission or rear bearings, felt like it was rear bearings. They came back with a lot of suspension things like front control arms and bushings, etc... I had them replaced a few even though I had just had some of those things replaced. They told me the after market, good brand, were the issue. Well when I left it was quieter but the noise in the back was still there, they never mentioned if they looked at the back or transmission. Finally found a at home mechanic to look at it and sure enough, rear axle bears were bad, rear diff needed work, and because of the bad rear bearings I wore out an axle shaft. They didn't look at the rear end like I had asked. Then this time around I took my ram in for a new air compressor for the air ride, had it done about 3-4 years prior at a another dealer for about $1200 or so, was expecting a $1500 bill with rise in costs. I had two tother requests, cut and program a new key I provided, and just check my overall shocks as they were original and probably needed replacing. I was shocked to get a $6300 request, and request was sent via text with no real break down of parts and labor. I went up there. They had 2k of things listed as red and needing repair based on mileage alone. Like $900 for spark plugs, I had did mine own not too long ago for a fraction of that. They wanted to do a wheel alignment, why? I just had it done when I got new tires. They never reached out and asked about any of this just put it on the text for me check yes. They didn't have my key programming on there, and nothing about new shocks or springs. When I asked how much just for the compressor, $4300. Said it was $3200 for compressor and $500 for valve block, so $3700 in parts alone. This is what really makes me angry about this place. You go the mopar site and yes its $3100 for compressor but was discounted to $2100 or $2700 depending on what dealer you went through. So they were already up charging me full price when their website had it listed as cheaper. The worse part, the $500 valve block, it was included in the air compressor kit he was already charging me $3200 for. So he was double charging me. Luckily I am smart enough to call out this robbery and ordered my own parts online and brought them in and only paid the $700 labor. I was told that he had 4 other people come in and pay the original price for the compressor replacement, which he probably charged them for a valve block that was not needed too. My first experience was with Cindy, she was great, The new guy, I won't name right now, is robbing people and I won't be back. Quote me $6300 when I ordered my own part and with labor was around $1000 when done. I give it two starts because there are some good people there but beware, read your quotes carefully, ask for price break downs. look up part numbers and make sure you are not being charged for parts that are already included in kits. Also when I asked to check the condition of my shocks, asked on the phone and put it in writing in a note left in my truck, didn't even look at them or mention anything to me. Did the same thing when I asked about my rear bearings last time I brought it in. So there are some people in the service who are the exact people you want to stay away from, they list as much stuff as they can and try and get your money and completely ignore the things...

1/14 I was hoping someone would call me today. Didn't happen. Review launched...

1/13 I pick up the car. But there has been a pretty big snowfall and the dealership doesn't have any ice scrapers so I am focused on getting the ice off the windshield and for the second time my lack of attention to detail doesn’t help me, again.

So, I get home and realize the passenger seat is in the same condition as it was 4 weeks ago. I drive back to the dealership. The representative tells me that my person isn't there but he will arrive in about 1/2 hour. She does get the car taken to the back. Approximately 20 minutes later she tells me that the seat which is one of the 3 items I originally needed repaired 28 ago has been fixed….yes in 20 minutes.

Ugh, that confirms they “fixed” the driver seat which I had no idea that it was broken but apparently threw a code. The back of the passenger seat was literally blown out ..but yeah...I waited around 2 weeks for parts and paid $500 to fix the wrong seat. They did give me a $400 discount, before we realized it was the wrong seat, for what that is worth.

I’m really glad they weren’t amputating my leg.

I feel like the individuals that I have worked with at this dealership have been generally kind and they do seem to care but something isn't working.

1/9 I receive a call telling me my car is ready. I'm out of town, so it will be a few days.

Update 1/7

Vehicle Off Road for 22 days

Parts for the windshield fluid problem arrived. But the parts for the seats were not correct. Waiting for info on delivery time.

Sales manager was very apologetic...but at this point what can he really say. He did give me a bigger loner car as I need the car to haul some things this week.

Update 1/6 Communication from service manager ...parts will be here tomorrow 1/7

Update 1/4

The service manager called me. He was polite and apologetic. He then updated me with the status of the various parts I am waiting for. I'll get another update on Monday.

Original post:

I have a 2022 Jeep Grand Cherokee L with somewhere around 90,000 miles on it.

Just under 3 weeks ago I took my car to Szott with three issues. I had chips in my wind shield, and I wanted to get a OEM replacement. My window washer fluid was shooting out my front grill so didn’t work. And at one point the lumbar support in the passenger seat blew up all by itself but it didn't stop and blew out the back of the seat.

I took the car in on a Monday. I was told the other parts would take a few days, but the windshield would take about 10. I called a couple times midweek but there was no progress on the parts. I called Friday and was told the parts would not be coming till the next week.

I think I only called once early in the second week, and they said the parts would not be in till later in the week. I called midweek and they said the parts for the seat would not be in but they would fix the problem with the wiper fluid on Thursday, I guess they had the parts for that.

I picked up the car Thursday late but like an idiot didn't test the windshield fluid. Friday, I headed into work early In a storm with a bit of snow and a lot of salt. And realized the windshield fluid was still not working. After my meeting I drove directly back to the dealer, and realized that the fluid was still shooting directly out of the grill. I was told that they needed to order another part and it would take a few days.

Starting to understand we are more on the lackadaisical program in the 3rd week I didn't call until Tuesday or Wednesday and was told the part would be in on Friday (Today).

I called today and was told by the person that answered the phone that the parts department told him that it will be there on Thursday. For those of you keeping track at home this will be week 4. My confidence level is zero.

I will say after the wiper fluid incident they did give me a car, so I have spent less than $700.00 on rentals so far.

I'm VOR for 18 days as of today. I look forward to your AI generated...

I brought my Jeep in for service two weeks ago for an apparent coolant leak inspection and repair. I dropped my vehicle off at 9am Friday morning for a service appointment as scheduled online. My vehicle then proceeded to sit until Saturday with no service tech able to get to it. During these two days I was without a vehicle as their online booking system showed no available loaner vehicles. I picked it back up Saturday afternoon thankfully before they closed to have through the weekend.

The following Monday morning for a second time I brought my vehicle back for a service drop off. I originally was anticipating a $200-$400 service bill for the coolant leak issue but they called recommending a new coolant hose to fix the original leak and in addition a new oil valve gasket that was leaking plus new rear brake pads that were almost spent. I approved all repairs for a $1,600 total which wasn’t what I had budgeted for but fine, it was necessary maintenance. They had to wait for the hose part to be delivered so I was then able to pick up my car on Wednesday afternoon.

During this additional 3 days of waiting I was without a vehicle and had to reschedule work and appointments. When I picked up my Jeep and paid my service bill I checked my coolant tank and noticed it was under filled below the “MIN” line. I found that annoying but whatever, I have coolant at home and topped off.

For the next few days I continued to check my tank before driving and noticed the leak was still happening. I filled my reservoir up at least 4 full times before bringing back the next Monday for another service appointment.

For this 3rd time around they finally identified the coolant tank as an additional leak and replaced it. They admitted the service tech hadn’t properly inspected the coolant pressure after the hose replacement on the 2nd visit.

During my 3rd visit my car was in the shop for another 3 days, bringing the total to 8 days of no transportation. When picking up my vehicle I was given another $200 repair bill for parts and labor. I was expecting some type of discount for the dissatisfying service experience but none was given. Luckily I was confident enough to ask for a discount on labor which they then approved to waive leaving me to cover instead $100 for parts. This time around they were also kind enough to overfill my coolant tank.

While I found Chris, my customer representative to be very polite and professional, my satisfaction with the Service Dept. as a whole I found disappointing. Being a licensed Jeep dealership I expected a higher quality service experience than what I received.

I’m understanding of people making mistakes but for the amount of issues I witnessed I’m honestly not sure if I will be a returning customer in future which is a lost opportunity because this is conveniently located only 10 min away...