They have had my car for 1.5 weeks. We have been m...

They have had my car for 1.5 weeks. We have been more than reasonable. They have continued to say they do not know what is wrong with our car, but already told my husband that they would be charging a diagnostic fee. For diagnosing what? We asked them several times to be honest and let us know if they were unable to fix the Jeep and we would take it elsewhere. They did not reply. Never called us to follow up in 1.5 weeks. We have always had to call. Just show some respect with at least an update to let us know you care about the customer. They still have our car and I'm sure after this review, we will be charged an arm and a leg and be told that unnecessary work is required. I am just asking for honesty: can you do the work or not? If not, that is fine. Let me know. We are now out of pocket renting a car so that we can get to work.

I was perfectly reasonable when speaking to the salesperson, Sam, (on the phone). I understand he isn't the service manager and can't give me an update. For some reason, they still put me through to him because service was closed for the day. That's fine. I just wanted someone at Serpa to give me ANY information about our Jeep. He suggested a shuttle service from Serpa to get me off his back. Mind you, all I asked for was an update. He told me that he wasn't the service manager. Understood. I was understood. He then told my husband (when my husband went to the dealership this morning) that "Your wife demanded a shuttle." No. You suggested it. If you think that asking the status of a car that you have held for 1.5 weeks with no calls or updates is acceptable (and trust me....I was controlled and understanding), then the awareness of customer service and human decency is severely lacking.

I repeat: Zero follow ups. Zero solutions right now. Yet have already told us that we will be charged for diagnostics. Zero sense of urgency or respect for the customer. I am out of pocket going to work renting a car every day. Just tell me: can you fix it or not? Don't jerk us around. We have asked point blank to just be honest and let us know. Never a response. They keep saying they will call us the next day by X time and never call us.

Our Jeep is still being held hostage there as I type this.

Update: Told they would follow up with an update. 2 days later, nothing. No call, no one has reached out. We're going on nearly 2 weeks now. Have had other garages offer to take a look. We just need the Jeep back at this point to take it somewhere else. In good faith, the towing fee to a new garage or waiving what they already charged as a diagnostic fee (for diagnosing nothing, as it appears) should be offered in good faith.