George Lacanilao

Review of Jack Powell Chrysler Jeep Dodg...

I've been coming here for service for a few years,...

I've been coming here for service for a few years, primarily for oil changes and recall work, and had no complaints. However, this last time I thought showed their true colors, and was the worst experience I've ever had at a dealership. It was also the first time I came to Jack Powell for something other than maintenance.
A few days before, my Durango started hesitating while accelerating, and the check engine light came on. I had an OBD II scanner and checked the trouble code when I got home. It threw out 0304, which meant cylinder 4 was misfiring. My first thought was that it was just the spark plugs, since I've never changed them from when I bought the vehicle new, over 110k miles ago.
At first everything went smoothly. They told me they were going to check it out and give me a loaner. After a couple of days without hearing anything, however, I started to get a little anxious. I called and left a message. The advisor called me back shortly after and told me they need my permission to tear down the engine. They think it has something to do with the cylinder itself. I asked incredulously, "Are you SURE it's not the spark plugs? I've never had them changed." The advisor assured me that it wasn't and that the technician needs to tear down the engine at a cost of $1,000. I told them I have the unlimited warranty and said fine, if it's NOT the plugs, then I guess you have my permission.
Fast forward to a few days later with no word back. I called several times, left messages. Still nothing. Finally, the advisor called back and told me if I had time to talk. Of course I do! Well, she told me there are a couple of issues. They did a compression test and didn't find anything, so the technician is going to change the plugs. But unfortunately, I would be on the hook for the $1000 teardown. I was beside myself, almost yelling into the phone. "I ASKED you twice if it was the spark plugs and you told me no both times! I shouldn't have to pay for the unnecessary teardown, which costs one grand and seven days of time. And what about the loaner? Am I responsible for this as well?" She said that she 'understood', but couldn't do anything about it. She could do something about the loaner though.
I hung up and called the MOPAR warranty center. The operator was very friendly, telling me that anything related to the engine is covered. But unless the dealership fixed something in the engine when they tore the engine down, they could not cover the costs. I understood this but told them they did this unnecessarily to gouge me when the only thing wrong was the plugs, which I mentioned to them BEFORE they did any work. The operator asked me if I gave them permission and I said that I did, but only AFTER they assured me it wasn't the plugs. The operator then told me that no one from the dealership called. WTF??!
I called the advisor back and told her that either they fix something in the engine to have it covered under the warranty or remove the charge from my invoice completely. I also mentioned that the warranty center never received a call from anyone at the dealership, so how can she say nothing was covered?? She said she understood and would call them. After a few minutes she called back and said nothing was covered. I told her it was and then gave her the number. She then said she didn't have this number. "Then who the f&*# did you call??" I wanted to ask (but didn't).
After a while, she called back and said that yes, the radiator would be covered and that she would remove the charge, but that she would have to charge me for 2 days of rental, since I had the loaner for 7 days. BUT THE ONLY REASON I HAD IT FOR A WEEK IS BECAUSE YOU GUYS SCREWED UP, TURNING A SIMPLE SPARK PLUG PROBLEM INTO A WEEK OF UNNECESSARY WORK. WHO ARE YOU PEOPLE?!
In the end, wanting to just get it over with, I agreed to pay for the 2 days of rental, spark plug change, and deductible for warranty work. The total came to just under $500, which is ridiculous. Needless to say I'll be going to another dealership for service in the future. Beware of Jack Powell Dodge!