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Disappointment with Jeep franchised dealer


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Earlier in Sept I was concerned about a warning message on the dashboard of my 2012 Jeep Grand Cherokee bought second hand in 2018 with full Jeep dealer service history and 60k on the clock.  The Jeep was due for its MOT and service on 21st Sept.  I did not buy from the dealer in question and it is not on finance.

 

The warning was regarding a message "Serv 4WD" plus the Electronic Stability Control (ESC) Activation light glowing. I had a 3 year service plan with the Jeep dealership and this covered up to £750 of repairs that may be required as a result of the MOT or service.  It was due for its 100k or 8th year service as per the manufacturer's specifications. 

I dropped the Jeep off at the Jeep dealership in the morning with the warning "Serv 4WD" message permanently on. Anyway the Jeep went through the MOT which was done by a third party with no reference to the warning message, but had other advisories. I collected the Jeep after the service and no warning message so was quite pleased.

However between the date of the service and now we have done less than 500 miles with the Jeep. Unfortunately the message "Serv 4WD" and ESC Actitivation light are now both back up. I am now beginning to suspect that in order to save money the Jeep dealership accessed the onboard computer, removed the error message and did a temporary fix for the Jeep to pass the MOT however I have no way of proving this.

In addition to the above, they never did the correct service and instead of a full service where a number of belts need to be changed etc for the 100k or 8th years service the dealer only did an interim service i.e one required every 6 months if the vehicle is used for police, taxi, heavy towing etc.   Although the Jeep has only done 60k as it is 8 years old it should have had its 100k or 8 year service. They did the interim one for 93.5k instead and then told me it was the correct service although the service plan clearly indicated 100k or 8th service.

 

The plan was sold to me indicating that the vehicle was insured for repairs related to the service up to a value of £750. At its service last month it was pointed out to me that the rear brakes were corroding.  The MOT tester had an advisory that there was a slight leak from one of the shocks at the rear.  I asked the dealer why the brakes had not been replaced as per the service plan and then I was told that only related to a MOT failure and we would need to pay nearly £500 for the discs to be changed?  We were definitley not told that "service" repairs were not covered when we took out the plan.  Both my wife and myself were present when I agreed to the plan.  Their excuse is that their rep acted improperly and has been fired.  To my mind they were still acting on behalf of the company and if it was improper it should have been picked up when passed to management for approval.

 

Attached is a copy of the service contract with hopefully all details removed. Note where it states "MOT £54.85, MOT Check & Repair 12 month Cover £750."  The 12 month cover indicated that the Jeep was covered for repairs up to £750 for 12 months.  We were given the impression that this included repairs required at time of service and not just repairs aligned to the MOT.

They eventually conceded I was correct and the Jeep is going back for the proper 100k service on Tuesday, but I am not sure where I stand regarding the warning message, MOT advisories plus their own health check mentioning rear discs wer 60% corroded the as my gut feeling is that it should be covered by CRA 2015. Any input would be welcomed. Thanks.

Instrument panel.jpg

Jeep service plan.docx

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I'm not going to go through the service plan terms and conditions. I'll leave that to you to decide whether or not you think that your reasoning is correct.

However, you are quite right that even though somebody might have acted improperly on behalf of the company – the fact is that that person binds the company and they could not use that to escape responsibility to you.

You've been here such an enormously long time that you are well aware that one needs to record these conversations so no doubt you have got evidence of this conversation. Bravo

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In the T&Cs there is no definition for MOT Check & Repair 12 month cover £750.  Actually it is not even mentioned at all in the T&Cs.  I have track of the emails disputing the service regime and that is not being disputed any more. 

 

The issue being disputed is that under the service contract as per the "12 month cover £750" the MOT, minor fault and advisories should have been repaired.  In addition, their own health check indicated that the rear discs were 60% corroded and I am of the opinion they should have been repaired at the time of the service.  They quoted me nearly £500 to replace the rear brake discs.  I had the same job done on a 2005 Jeep GC and the cost was under £200.

 

By the end of the 3 year contract we will have paid in £1487.16.  We took out the service plan believing it to insure us against any expensive repairs at the time of the MOT or service. What was the point in paying for the "insurance" part of the plan if it does not work.  I am now also wondering if the credit payments would be covered by FOS although this is not mentioned in the T&Cs?

 

As said we now have the warning light on again so it does appear that they may have frigged the software to make the message disappear for the MOT.  I have no way of proving this. 

 

I need to mae sure that I have the correct information to argue my case as more then likely they are going to baulk when the "Serv 4WD" issue is brought up when Isee them on Tuesday.

 

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You can get the warning messages interrogated at an independent, this also shows what’s been reset in the past on most cars. You could consider getting this done to see if it confirms your suspicions. But please double check that they can get resets on a Jeep

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3 minutes ago, CraigMcK said:

You can get the warning messages interrogated at an independent, this also shows what’s been reset in the past on most cars. You could consider getting this done to see if it confirms your suspicions. But please double check that they can get resets on a Jeep

Thanks and tried that route.  Seems they can for Jeeps up to about 2010, but not the newer versions.  I even tried an ex-Jeep franchise and same answer although they can service and reapir Jeeps, if a repair is done where the software needs to be updated,  I need to go to a franchsie dealer and cost is about £120. 

I am wondering if a Subject Access Request can be made showing all documentation including a read out from the ECU on the Jeep?

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The issue has been resolved amicably and to the satisfaction of both parties.  Stood my ground and they agreed I was correct as I had all the paperwork to hand.

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