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Renfrew Chrysler Review: My Jeep Hybrid's Service Experience | PissedConsumer
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Feb 2, 2024
Renfrew Chrysler Review: "I love Jeep but see below:On Oct 26, 2023 I replaced the tires for the brand new Hybrid Grand Cherokee (purchased from Renfrew Chrysler in Calgary, pump house location) After tire replacement it didnt move. More than 20 times calling service department with no response. Oct. 27 after calling Jeep Canada and filing a complaint, the vehicle towed to the service dep in Renfrew. After many in person follow ups ( Kaitlin was telling me, theyre so busy but warranty will cover the rental car) On Nov 22, I got the vehicle back and surprisingly I got" 0:05 - Purchase of New Hybrid Jeep Grand Cherokee (August 2023) 0:40 - Tire Replacement Issues and Warranty Services 1:30 - Customer Service and Communication Challenges with Renfrew Chrysler 4:00 - Escalating Service Department Issues and Miscommunication 7:00 - Attempts to Resolve the Car Service and Rental Issues 10:00 - Confrontation and Police Involvement; Seeking Legal Action 13:12 - Final Remarks on Experience and Renfrew Chrysler Review Read the full Renfrew Chrysler Review on PissedConsumer: https://www.pissedconsumer.com/renfrew-chrysler/RT-F.html #OnlineReviews #PissedConsumer #renfrewchrysler If you are a company representative and would like to get in touch with this consumer in order to resolve the issue, please let us know: https://www.pissedconsumer.com/contact/business-inquiry.html If you are a pissed consumer and would like to create a similar video and try to resolve your issue, please let us know: https://www.pissedconsumer.com/contact/media-inquiry.html
View Video Transcript
0:00
I purchased a brand new hybrid Jeep Grand Cherokee back in August 2023 and then it was
0:14
under warranty for minimum one year and five years of services. And then in October 27, actually October 26, Thursday, this year, I switched the tires
0:31
and I installed winter tires that I had from my old Grand Cherokee
0:38
And when I'm saying old, it was 2020 year or model. And I didn't know the size of the tire is not exactly the right size for the brand new one
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If it's smaller, then it's stuck with the tires and I couldn't move the car
0:58
I called the Renfrew Chrysler, which I purchased the car from them, the dealership
1:05
And they do have a service department. No responses for at least 10 calls
1:12
All the time that I called in, it went through the voice message and the voice message said
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say your name with a phone number. We will get back to you as soon as possible
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Then the whole day I spent my time just to call them and with no response
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Then I tried to call the Jeep Canada and with Jeep Canada, they filled up a form, complaint
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form for me and they told me they will contact Renfrew Chrysler Calgary to be in contact
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with me. Then it didn't happen. And on Friday, October 27, I called back in those guys and they said they're going to
1:55
set up a truck to tow my car, to take it to their Renfrew Chrysler in Calgary in downtown
2:04
the same place that I purchased the car. And we'll go from there
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And I said, sure. At 2 p.m. on Friday, the truck was at my house
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We towed the car together with the driver to their Renfrew Chrysler
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It was about 3.30, we dropped the car and the lady that names Kaitlyn, the service department
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she admitted my car. I mean, she accepted the car. And at the beginning, they said that there is no rental car at the moment
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After some talk, I said, I need a car. This is a brand new car
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It is under warranty. And I know I'm eligible for a rental car
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And they said that, sure. They found the car for me. I don't know why it didn't happen at the beginning, but they found the car for me and they gave
2:53
me that rental car. Saturday, Sunday, nothing happened. On Monday, I called back in to follow up with my car
3:04
What was the issue with my car? No response, nothing. Again, same thing as Thursday
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I called in once, twice with more responses. And I do have all of the records for this call, that is missing call through that dealership
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And when it went to the voice message to Kaitlyn or service department, simply they said, we
3:23
are busy and we're going to get back to you as soon as possible. I thought maybe they are busy or whatever, then I didn't follow anymore for that week
3:35
After that, I saw, okay, there is nobody calling me. I found that I left the garage door opener in the car and I had to go and get it
3:49
When I went there, they couldn't find my car keys. It was lost
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It was missing. After searching around together with the service department guy, we found the key inside my car
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It was at the same place that we dropped the car. Nobody touched it
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Nobody looked at that car. And then I asked them, did anybody take a look at this car that was going on with the car
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Kaitlyn told me that we are so busy. Don't worry. You have a rental car and it's under warranty
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And then go and then when we are done, we will let you know
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The week after, I went back to the sale department because I'm dealing with the sale department
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and sale department, the lady, Sarah, that I was dealing with, and they got the car through
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that sale person. She told me, why you are not trying to trade the car with another car, with another Jeep
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And I said, why not? Let's take a look because the rental car, I'm enjoying it and it's not hybrid and it's
5:00
regular and I like the acceleration and all of those things. And then I went back to the service department
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I asked for my car and Kaitlyn said that, oh, we hear that you are in trading procedure
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And then go and deal with them. They are nice guys. And at the same time, don't worry about the car
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We need your winter tire. We found that the issue is when you switch the winter tire, it's not fitting and it's stuck
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We need a winter tire. And she told me that I am suggesting do not buy it from us because it's $2,400 and it's expensive
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Go and find some winter tire and bring it back to us
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And I said, oh, I want to make it easier. I'm not going to buy any winter tire
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I'm going to just bring in the seasonal tire that I got with the car and just keep that
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one back on. No need to wait for me. I went back home
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I brought in the tires and I dropped it in the leadership, I mean, the service department
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And I went back to deal with maybe trade in with another car
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Then it was November 15th and I do have the records that I started to negotiate with the
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sales department. And in November 16th, the day after, it means that only two days, the day after I wrote
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back and I'm very happy that they have all of these things recorded messages
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On November 16th, the day after I wrote back to Sarah, I am not interested to trade it
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Sarah, service department is not responding to me. Could you please go and check with them if my car is ready to be picked up
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And then I went back to the service department on November 17th and I asked for my car
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They said, oh, we are busy, but still, it's under warranty. And then your tires are right here and we're going to do it right away
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And I said, sure, let's do it. And then when I saw that they are not doing anything, I went back home
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I got the jack, the jack just to replace it by myself
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I put the jack at the back of the rental car. I went back to rental Chrysler
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I asked Caitlyn, let me, if you are so busy to just put on four tires and it takes so
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long, let me do it myself. I need my car. And she said that, no, we do have a policy
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Nobody can touch any cars inside. And I said, OK, if that's a policy, I'm happy with that
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Let's do it for me. And she said, OK, we will do it
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Finally, in November 22nd, October 27th, I dropped the car. In November 22nd, my car was ready
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And then Caitlyn told me you should pay $165 something for this replacement and something
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like that. And I paid it and I took my car and I was happy
8:12
Still I was happy after 25 days for just putting four tires on the car
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Still I was happy because I was frustrated. And at the moment I was happy
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After two hours, somebody called me from budgets. And the guy told me that you should pay $1350 and 60 cents, something like that
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I said, for what? He told me for a red car. I say, what
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For the red car? Really? And then I told the guy, I didn't deal with you guys
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I am dealing with Redford Cars. And then if you have any issues, contact them
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The guy told me, we know what's going on. Then they knew about the story
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I didn't know. You go and discuss it with the Redford Cars
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Otherwise we need to push it into your credit cards because they provided us your credit card
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I went back and I talked to Caitlyn and I said that you told me it's under warranty
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You assured me that I'm not going to pay anything. And she, she simply told me, no, I didn't say this
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I told you maybe. And I say, okay, if you do have a car and you are dropping in the service department
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and it took you 25 days just to install four tires, nothing else
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Show me if you did anything else on this car. The document shows that you only replaced, reinstalled four tires
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If it is your car, are you going to accept that? Or are you, are you, am I that guy that I'm going to pay for 25 days for a Redford car
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to just install four tires? Really? And then I asked for the manager
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Manager didn't help. Manager pushed me back. And then when I say that I'm not going to leave here until somebody is answering me
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properly, they said, we will call police. And I say, I will be here to see the police
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And then for, for 10 minutes, they just played with me and they thought, okay, I'm gonna
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I'm gonna step back and I'm gonna leave. But when they saw that I'm not going to get any, go anywhere, they called the police
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Police was there. Police came in and police say that because they called us, you should get out of this
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space and let's talk outside. I say, sure. We went outside. I talked to the police
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I told him the story. And he told me, wait a second
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I'm going to go back and talk to them. And when he came back, he said that, buddy, I know what's going on
10:59
You can legally follow this case. And I asked him how, and he mentioned to me, it's better to first talk to the general manager
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not to the service department manager. And I said, but I don't know anybody here
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Could you please just go and ask this guy who is the general manager here right now
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He went back, the police went back in and he asked them and he came back and he said
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that this guy, the service department manager, is saying that there is no other manager in Sharsheer
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He is the only manager for this property. And then the day after I called in again, I found who is the general manager
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It was Sean, the other person. I talked to Sean. Sean asked me for details of what happened, what happened
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And I told him the story, same as right now I'm telling you this story
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And then finally, he went back to them and he got another report from them that he wanted
12:07
to convince me. They put some screws, new screws on the tire and they didn't charge me
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And then because of that, let's just don't talk about this anymore
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I believe he was going to offer me half of the rental payment, but I said that I am looking
12:31
for the full rental payment if I am not looking for more because I wasted a lot of gas on
12:37
this regular car. My hybrid car didn't need that much gas. I spent a lot of time that I came back and go and come and go
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I got frustrated with the situation and mentally I was, I was abused by you guys, by your service department
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But anyways, I, after two hours talking, I found that he cannot help
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At least maybe he wants, but he cannot help. And I told him that I'm going to take this to the courts for sure
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And I'm going to take this to the media. Be prepared for this
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I went back to the, to the rental budget, rental agent. I got the invoice
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I got whatever they did half of that contract from 27 to 22nd of November for 25 days
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I got charged on the year. Where am I? I guess I want to, I want to tell the rental Chrysler clients, be careful, be careful when
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you are dropping a car, making sure that you know the policy, you know, who are you dealing
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with and do not just trust their words. They are saying something
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They're saying, we are busy. We are be careful. Take care of yourself on your own
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You're going to be alone there. Yeah. I'm expecting to, first of all, I get a couple of apologies from that service department
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manager and that technician or service department lady, Caitlin, and the service department
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manager who is Mike. And also Sean is a nice guy, but he's a general manager to me
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And I told him you are a nice guy, but you should do something about your department
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about your, your rental Chrysler and so on. Beside of those apologies, I want to making sure that my car is in the right situation
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because I don't know. I don't trust these guys anymore. I don't trust these guys anymore
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And then lastly, I need to get at least reimbursement of $5,000 because $1,350, it goes to the rental
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and I spent gas and I spent a lot of time, of my time
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I took days off from my work and I do have all of these documented
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That at least $5,000 just renders my time. And I'm not talking about how much I frustrated and how much mentally I got hurt
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