Recently I had routine service on my Jeep Compass at the dealer where I purchased it – State Line Chrysler Dodge Jeep Ram in Kansas City, Missouri. It didn’t exactly go well. I sent this e-mail to them via their contact page.
This morning I was in to have my 2018 Jeep Compass Latitude serviced. Oil change, tire rotation, and cabin air filter replacement. I was there for around 2-1/2 hours. Checking in at around 8:30am, and not leaving till 11am. For an oil change, tire rotation, and cabin air filter change… When checking in I was told it “shouldn’t be long”.
After I’d been there for well over an hour, nearly an hour and a half, one of the desk attendants told me they didn’t have the cabin air filter in stock, so had to acquire one from someplace nearby. Okay, fine. Except they should have told me as soon as they realized they didn’t have the air filter. After that update… almost nothing. I walked out into the service area at one point and overheard them talking about the Compass and how it should be done soon.
Needless to say, I was growing more impatient and angry as time passed.
Then came the actual check out at about 10:45am, paying for the cabin air filter service, and being told that my vehicle should be brought up front “shortly”. Only to be waiting *another* almost 15 minutes before [REDACTED] *finally* brought my vehicle out and I could actually leave. Another customer in the waiting area saw me check out and commented she thought I was done, and I could only respond with “so did I”. She actually left almost immediately after that exchange as they’d actually brought her vehicle out as she was checking out. Meanwhile mine had yet to be brought forward so I could leave.
To summarize, despite not being short-staffed, I was still there for nearly 2-1/2 hours for routine maintenance that was delayed due to not having the cabin air filter in stock, and not being told about that till, I presume, after they acquired one from someone else in town. And, making matters worse, I was still waiting for my vehicle to be finished and brought forward for nearly 15 minutes after I’d paid and, presumed at that point, would be able to actually leave.
This isn’t the first time I’ve had service take an inordinate amount of time. But the previous time that occurred, I was told up front they were unexpectedly short-staffed. And they comped me on the tire rotation for the inconvenience. This time, I was told they had plenty of staff, yet what should’ve been simple, routine service still took an amount of time that was, in the kindest terms, unacceptable.
Now I do want to point out that this was likely unusual. Typically when I have my vehicle serviced, I drop it off on a weekday morning and have my wife drive me back home, and I work from home during the day – one of the perks of my current employment. And then I pick it up some time in the afternoon. I typically avoid Saturdays since everyone brings their vehicle in on Saturday.
And a thought I had after sending this e-mail, regarding being told they didn’t have the air filter in stock, I should’ve been given the opportunity to not have the filter changed rather than waiting for them to get one, and then the inordinate amount of time I had to wait on top of that.
But given the numerous shortfalls of this service encounter, and the fact customers who checked in after me were leaving before me, I just had to write in about it.
As of this article going live, I have not received any kind of response.