Jeep connect and my dealership are now in agreement to buyback/replace our 21 overland. It has been in the shop multiple times the last four weeks. Got the call yesterday and an email this morning documenting that we are now headed down this path. Stay the course y’all. It’s frustrating having this continue but it does eventually pan out.
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Buyback /Replacement in Progress
- Thread starter Mmmauldin
- Start date
chriskay110
New member
Sorry this had to happen to you. I feel like I am slowly headed towards the same path with my Altitude. Less than 600 miles on the odometer, been in the shop 3 times since purchase, twice in the same week for the same issue of a front end knock. Hopefully the process is smooth for you.
Sarge
Well-known member
Anyone in this boat should be documenting every instance of whatever issue they're having. Ideally keep a spare phone or camera in the center console to record the issue (in case it's an issue involving phone connection, requiring the phone to remain connected).
The people assessing your situation who have the final say will never meet you or see your car, so giving them incontrovertible video proof can be paramount, especially if the dealer is not being helpful.
The people assessing your situation who have the final say will never meet you or see your car, so giving them incontrovertible video proof can be paramount, especially if the dealer is not being helpful.
Jeepowner?
Member
For those in lemon law states, why not go this route from the start? From what I've read here, almost all with serious complaints qualify within the first few months.
Sarge
Well-known member
If you document your issues with video and service visits, and know the lemon law requirements in your state, you give yourself a little extra financial negotiating power by leaving the attorney cost out. It takes months to navigate the process regardless of whether you have a lawyer, but if you know your rights and how it works, you can potentially be in a better position without a lawyer, in a sense.
Lawyers won't generally take your case on contingency unless they are pretty sure you'll win, and Jeep won't settle with you with or without a lawyer unless it's pretty clear they're going to lose, so either way you will have to document and prove your case to get help from either a 'free' lawyer or Stellantis.
It doesn't hurt to consult a lawyer, though, as they will usually advise you what you need to prove your case and what your rights are in your state, and how best to go about it, whether they take your case or not.
If the manufacturer doesn't have legal expenses to pay on your side, they may be more inclined to waive things like the mileage offset, etc, or give you a better deal on a replacement, for instance.
It's a slow process IME regardless of anything, so expect that, but if you're really getting stonewalled by corporate and your dealer, an attorney can make the difference.
Jeepowner?
Member
I wasn't specifically referring to getting a lawyer. I just meant going down the formal lemon law process vs. some negotiation with the dealer or manufacturer. Once the LL triggering requirements are met, I think demanding LL remedies should be pursued especially where the issues are well known not to be satisfactorily repairable as has been documented here.
In CA at least, there are presumptions which trigger lemon law payment/replacement. The obligation is fairly straightforward and not subject to negotiation. There is also an attorney fee provision to pay your lawyer if you choose to retain one.
Sarge
Well-known member
Yes, I've lemon lawed a couple of vehicles in CA decades ago, I'm familiar. The specific requirements that must be satisfied in CA are available online, but there is some wiggle room where you have to know how to present and argue a few things, depending on the situation.. From what I can tell in my current case, the options are essentially to use Stellantis' buyback department and communicate directly with them (by starting at Customer Care), or get a lawyer and have them file a suit, or go pro se and file your own suit (which I wouldn't recommend). Maybe CA has some sort of other avenue, but I've never heard of such a thing.
The initial direction I was given from Stellantis Customer Care stemmed from my direct conversations (email and phone) with them regarding all of my issues (which were all well-documented with video proof for most things). I eventually simply asked them to speak to someone about a buyback (as the problems kept cropping up without resolution), and a month later, out of nowhere, I received an email that my buyback case was approved and they asked me for a bunch of documentation regarding the purchase, financing, miles on the vehicle (for mileage depletion), etc.
At the time I got the notice, I was also working with their Executive Referral manager/director who handles exactly that (I had reached out to several executives about my situation as well, and was referred to him by one of them). He and I were both unaware my case was otherwise being reviewed for a buyback by the buyback department, so at that point I essentially had been approved by his channel as well as the other. As far as I know, those are the only ways to go without either getting lawyer or representing yourself pro se (no reason to do that in CA). I had an absolute litany of thoroughly documented issues, otherwise I don't think I would have gotten anywhere on the executive side (they sell thousands of lemons every year, and probably get tens or hundreds of thousands of complaints/inquiries overall, so it presumably has to be pretty bad to get traction on the executive side).
Because the legal requirements are relatively cut and dry, if you know how to build your own case and represent yourself strongly with the in-house customer care channel, they will likely respond to you directly just as if a lawyer had made the case for you, because then they save a couple grand (or whatever it is these days) on paying your lawyer as well. If they can see your case is strong, they don't want you costing them even more by going to a lawyer, and if there's a dealer willing to do a trade assist (as can be done in some states, but maybe not all), then they may also be able to avoid the expense of giving the vehicle a branded title which kills a huge chunk of the residual vehicle value.
Some people just want a replacement vehicle, and are able to negotiate a real sweetheart deal on that as well (ie higher trim for the same price, more options, etc) as Jeep can remain in the black on both vehicles if you make the process less costly for them.
So, there are a few options, depending on the state where you live, but I've never heard of anything other than the above as far as channels to pursue.
The initial direction I was given from Stellantis Customer Care stemmed from my direct conversations (email and phone) with them regarding all of my issues (which were all well-documented with video proof for most things). I eventually simply asked them to speak to someone about a buyback (as the problems kept cropping up without resolution), and a month later, out of nowhere, I received an email that my buyback case was approved and they asked me for a bunch of documentation regarding the purchase, financing, miles on the vehicle (for mileage depletion), etc.
At the time I got the notice, I was also working with their Executive Referral manager/director who handles exactly that (I had reached out to several executives about my situation as well, and was referred to him by one of them). He and I were both unaware my case was otherwise being reviewed for a buyback by the buyback department, so at that point I essentially had been approved by his channel as well as the other. As far as I know, those are the only ways to go without either getting lawyer or representing yourself pro se (no reason to do that in CA). I had an absolute litany of thoroughly documented issues, otherwise I don't think I would have gotten anywhere on the executive side (they sell thousands of lemons every year, and probably get tens or hundreds of thousands of complaints/inquiries overall, so it presumably has to be pretty bad to get traction on the executive side).
Because the legal requirements are relatively cut and dry, if you know how to build your own case and represent yourself strongly with the in-house customer care channel, they will likely respond to you directly just as if a lawyer had made the case for you, because then they save a couple grand (or whatever it is these days) on paying your lawyer as well. If they can see your case is strong, they don't want you costing them even more by going to a lawyer, and if there's a dealer willing to do a trade assist (as can be done in some states, but maybe not all), then they may also be able to avoid the expense of giving the vehicle a branded title which kills a huge chunk of the residual vehicle value.
Some people just want a replacement vehicle, and are able to negotiate a real sweetheart deal on that as well (ie higher trim for the same price, more options, etc) as Jeep can remain in the black on both vehicles if you make the process less costly for them.
So, there are a few options, depending on the state where you live, but I've never heard of anything other than the above as far as channels to pursue.