I purchased a brand new 2014 Jeep Wrangler from a dealership in Calgary, Alberta during the month of September 2014. Previous to that purchase I owned a Jeep Liberty for just over 7 years. I’ve always been a fan of Jeep, love the look, what the brand stands for and I’ve always had a positive experience. Unfortunately that positivity has been swayed with my current experience with Chrysler Jeep Canada.

On the morning of Thursday January 28th, 2016 I noticed that the clutch in my Jeep was unresponsive on command, and was really delayed taking my RPM to 5 or 6 before it started to move and decline to 2 RPM. I recently moved to Vancouver, BC but since I purchased the vehicle in Calgary, Alberta - I immediately called the dealership there, and after a conversation with a service male, he explained that I had 60,000KM under warranty, or up to 3 years. He also referred me to a dealership in Vancouver, to which I called and spoke to a service male there, Jaime, who explained the same information of 60,000KM under warranty, or up to 3 years. I then proceeded to book a time at the dealership in Vancouver for the following morning to drop off my Jeep Wrangler for them to take a look at.

On the evening of Thursday January 28th, 2016 when my Jeep Wrangler’s clutch stopped working completely in the middle of traffic. 45 minutes waiting for a tow truck in downtown Vancouver, $75 tow truck fee, and $18 dollars for a cab ride home due to no longer having a vehicle. The next morning (January 29th, 2016) I had to take a cab to Vancouver transit ($11.00) then another cab from transit ($18.00) to get to work. Mid-afternoon I receive a call from Jaime at the dealership in Vancouver that currently had my Jeep Wrangler. He tells me to “sit down for this” and proceeded to tell me that I owe $1,600CAD to fix my clutch and that it is “completely done”. When I had asked why this happened, he proceeded to tell me their service guys believe it was “my driving”. When I asked about the warranty conversation we had the previous day, he denies the 60,000KM conversation and says it’s now 20,000KM under warranty to fix a clutch, and that it is a “wear and tear” issue. Of course, my vehicle is at 30,125KM so it is no longer under warranty.

Upset that I have to pay for this – since the Jeep is a 2014 and only 16 months old – I’m shocked that no one is willing to pay for this service, as a clutch should last significantly longer than 16 months after purchasing a new vehicle. I proceeded to call the Calgary dealership who I purchased it from and spoke with the General Manager Chris who then also was shocked that it was a 20,000KM warranty, since he’s been working there for 7 years and stated “he had never heard of this either”, and that “they are just ripping me off”. Fifteen minutes later Roger from the Calgary dealership (a service tech) calls and says it is 20,000KM warranty and unfortunately “he sees this all the time” and there’s “nothing he can do for me”. He also told me it could be “because I’m driving on hills and through the mountains” because I’ve lived in Calgary + Vancouver. Which as a side note, it’s an off-roading vehicle and if it can’t be driven on highways and through the Rocky Mountains of Canada, then why does Jeep advertise how durable and reliable it is? He proceeded to give me the Chrysler Canada customer service number, which I then called immediately after.

The Chrysler Canada customer service line was a waste of time. I spoke with a girl there who basically called the Vancouver dealership to get the background and kept stating to me the 20,000KM warranty and refused to let me talk to a manager or anyone else. Useless, a waste of my time and got me absolutely nowhere – it was like talking to a robot as she was instructed to say certain things to my questions.

I then called the Vancouver dealership to ask “what was faulty about the clutch” in my Jeep to the service guy Jaime. Jaime proceeded to tell me again it was “my driving”, which I responded that that was impossible, as I am a very good driver and have been driving a clutch vehicle for years. Jaime then stated it would cost “$500 to pull apart the clutch to tell me what is wrong with the clutch”. I then asked for a Manager there who then told him that “It wouldn’t cost anything to pull apart the clutch and find out what is wrong.” I then asked if something was found faulty, what are the necessary steps to get the cost paid for, as this was not my fault and it was a faulty part from Jeep. The Manager there then said “we would contact Chrysler but that only happens 1% of the time, and probably won’t happen for this case”.

At the moment my Jeep Wrangler has been towed (again – another $75 charge) from the Vancouver dealership lot. Why? Because speaking with 5 different employees between Calgary and Vancouver, none of them seem educated on how their processes work, their warranty and they are all contradicting themselves – aside from the 20,000KM warranty, so none of them have to pay for this problem. Although I was lied to when I asked about the warranty the first time, which was stated at 60,000KM.

To summarize, I’m very disappointed, upset and I feel completely unsupported and used as not only a consumer but a Jeep owner. I’ve been a supporter of Jeep for many years, hence why I planned and purchased a 2014 Jeep Wrangler. But asking me to pay for the repairs of something that shouldn't have broke so soon in the first place, is unbelievably unfair.