My 2021 keep grand Cherokee L has no Quadra lift suspension and fam cam

[Boyeannan]

Just bought a 2021 keep grand Cherokee overland only to realize it has no Quadra lift suspension fam cam, forward cam and navigation cluster on the dash board!!

 

[SweetAndLow]

Just bought a 2021 keep grand Cherokee overland only to realize it has no Quadra lift suspension fam cam, forward cam and navigation cluster on the dash board!!

That's in the tech package and they stopped shipping them with air suspension 2 months ago. It's all on your window sticker. I bet you don't have the tow package either, just the tow prep package. On top of that you paid more than someone who got all that stuff 2 months ago.

 

[Boyeannan]

I have been raging with anger ever since I realized my huge mistake. The dealership said they will work with me to address some of these missing features!! I have no idea what the heck they can do!!
So much Regrets!!

 

[BerettaBri]

It seems they shouldn't even offer a car badged as an Overland or Summit without air ride suspension. If they can't get the units out with those parts built in because of a parts shortage or something like that, halt the production of that trim and come up with an "in-between" special edition like they did with the 80th Anniversary 2021 2-row GC. I got one and it was great - Protech II and some special badging and interior accents from the High Altitude. But it just seems wrong to offer a model, whose biggest highlight - to me, anyway - is the air ride suspension. I bought a 21 GC-L Limited a few days ago that I found used with 4000 miles on it, that was only put into service in July 21, that has a lux/tech package with nearly everything from an Overland minus back massagers, air suspension, tow hooks, and a couple of other creature features that didn't mean a lot to me - and 7K off the sticker for a new one. I couldn't even find any Limiteds for sale new anywhere regionally around me that has this package.

 

[maddscot]

We also got the Overland and due to the chip issues, it did not come with the tech package or the air suspension. However we were able to work with the dealer who we buy from to get a reduction in price a bit but we are happy with the vehicle. It is primarily my wife's vehicle and she loves it and the features it has and most likely would not use it for anything more than passenger, travel or base camping / outdoor use. We have other vehicles for that (TRD Pro Tacoma), and even our JLUR is really used for my fly fishing outings and trips. However the geek in me wishes the WL had all the features it should have come with...

 

[kwood1065]

I have been raging with anger ever since I realized my huge mistake. The dealership said they will work with me to address some of these missing features!! I have no idea what the heck they can do!!
So much Regrets!!

Right there with you! ready to call a lawyer because the dealer doesn't have any answers and isn't helping at all!

 

[elsabito]

Right there with you! ready to call a lawyer because the dealer doesn't have any answers and isn't helping at all!

I understand the frustration, but how bringing a lawyer into this makes it better for you?
Were you deceived by the dealer? Did you place an order and these items were then deleted in the build?
Or you took delivery from dealer stock?

You are way better off trying to negotiate with the dealer a reduction in price or a buy back.

 

[BerettaBri]

I understand the frustration, but how bringing a lawyer into this makes it better for you?
Were you deceived by the dealer? Did you place an order and these items were then deleted in the build?
Or you took delivery from dealer stock?

You are way better off trying to negotiate with the dealer a reduction in price or a buy back.

Here is what you will get if you call Chrysler/FCA customer service: Nothing. I bought a 2021 80th Ann GC in August. They had brochures that touted the Protech II tech package that was included in it, and part of that list was Automatic Dimming High Beams. I bought the car and over the next two days couldn't get the auto high beams to work. Called my dealer, they looked up my build sheet and the feature wasn't there. I called FCA customer service and all I got back was a form email that stated "We reserve the right to change features in a package without notice. See the legal print on the next page." I couldn't even read that small print blown up on a 30" monitor, it was so small. I was irate about that. GM never treated me that flippantly with 6 vehicles I bought from them over the years - in fact they fixed an issue with an Avalanche I had after I ran out the warranty at no cost to me (due to a dealer oversight), but they could have dodged me if they wanted to. But the Jeep dealer was "mostly" helpful about the issue with the lights - they wanted me to be happy. They also, more than anything, wanted my "perfect 10" score on their survey from FCA. I questioned them about possibly getting that feature added by getting the correct mirror with the sensor put on and programming the ECU to turn on the feature, but they claimed it couldn't be done (forums I read said otherwise), so I asked them, "So what do you think the retail value of that missing feature is? On a 48,000 car, what is the value of the parts and programming that would have given me auto high beam headlights? I work in marketing and brand advocacy - you guys are suffering. if you haven't read the local Facebook Jeep forums lately, your name hasn't come up favorably in regard to customer comments. You want a 10 from me on my dealer survey. I didn't get what was advertised. You say you want to help and make me happy. What do you want to do? What is the retail value of my missing option?" They got back to me and determined they would give me $400 in parts or accessories of my choice. I negotiated that I wasn't going to accept a dealer mark-up on the parts, so they gave me internal cost. I gave them the 10 and kudos for making the effort. But definitely work with your dealer on any missing features. You won't get diddly from FCA but a canned answer about their reserved right to eliminate features.

 

[Juggernaut]

Here is what you will get if you call Chrysler/FCA customer service: Nothing. I bought a 2021 80th Ann GC in August. They had brochures that touted the Protech II tech package that was included in it, and part of that list was Automatic Dimming High Beams. I bought the car and over the next two days couldn't get the auto high beams to work. Called my dealer, they looked up my build sheet and the feature wasn't there. I called FCA customer service and all I got back was a form email that stated "We reserve the right to change features in a package without notice. See the legal print on the next page." I couldn't even read that small print blown up on a 30" monitor, it was so small. I was irate about that. GM never treated me that flippantly with 6 vehicles I bought from them over the years - in fact they fixed an issue with an Avalanche I had after I ran out the warranty at no cost to me (due to a dealer oversight), but they could have dodged me if they wanted to. But the Jeep dealer was "mostly" helpful about the issue with the lights - they wanted me to be happy. They also, more than anything, wanted my "perfect 10" score on their survey from FCA. I questioned them about possibly getting that feature added by getting the correct mirror with the sensor put on and programming the ECU to turn on the feature, but they claimed it couldn't be done (forums I read said otherwise), so I asked them, "So what do you think the retail value of that missing feature is? On a 48,000 car, what is the value of the parts and programming that would have given me auto high beam headlights? I work in marketing and brand advocacy - you guys are suffering. if you haven't read the local Facebook Jeep forums lately, your name hasn't come up favorably in regard to customer comments. You want a 10 from me on my dealer survey. I didn't get what was advertised. You say you want to help and make me happy. What do you want to do? What is the retail value of my missing option?" They got back to me and determined they would give me $400 in parts or accessories of my choice. I negotiated that I wasn't going to accept a dealer mark-up on the parts, so they gave me internal cost. I gave them the 10 and kudos for making the effort. But definitely work with your dealer on any missing features. You won't get diddly from FCA but a canned answer about their reserved right to eliminate features.

I am shocked to hear this. I know everyone’s experiences are different but I have had the total opposite experience than you had. I have had not just what I consider to be excellent, but quite outstanding customer service from Stellantis not just once but SEVERAL times concerning issues I had with dealerships making mistakes that cost me quite a bit of money. Stellantis really stepped up to the plate for me multiple times. They made it right. That’s actually a huge understatement. Their actions to remedy these situations for me saved me several thousands of dollars. I certainly would be very upset to have what you described in your situation happen to me. I see that sort happening with the upper GCL trim levels as well. Features that used to be included all of a sudden removed. But usually when that has happened on the GCL the window sticker was adjusted and credits were shown for the removed features. From what you write I assume that was not the case on yours. I have since educated myself by reading this forum about missing equipment. I have noticed dealerships don’t seem to alert you that things are missing. It only seems to happen when you say something specific like “I need a tow pckg or I need a tow receiver”. Only then you get told that item is missing due to the chip shortage. I had one deakership be very upfront with me about certain items such as air suspension not being in most of their Overlands due to the chip shortage before I even got into stating the equipment I wanted on it. That is a good dealership in my eyes. They alerted me right away as soon as I mentioned the overland trim line. I would say in your case the dealer seemed to have dropped the ball by not telling you those features were removed especially being nobody told you it was no longer included but was in the brochures they showed you. I know I was very surprised when I went to pick up my GCL and after signing everything the salesman got in the truck before I left and was going over the features when I noticed the rear view mirror wasn’t auto dimming. I had mistakenly thought being it was a limited trim level that it would have it especially being I came from having two previous Durangos (one being a limited) and both had them. Nobody at the dealership I purchased from told me a limited GCL had that feature, I made the mistake of assuming it. To me although I wasn’t too pleased about the missing auto dimming feature, it wasn’t enough of a big deal for me to squash the deal I just signed. So your situation is quite different. I’m just very surprised when you said Stellantis did nothing for you in your situation because for me they bent over backwards a few times. (It wasn’t over the non auto dimming rear view mirror…as I said that was totally my fault). In my case it was over some other issues I had with a few dealerships. In fact my situation was already resolved (atleast in my mind it was, I was very happy with how the situation was handled) and Stellantis called me a day later and offered to take care of me yet again. It was totally unexpected and greatly appreciated. I even said “ you already took care of the situation for me. I’m very happy…thank you”. That apparently wasn’t good enough for them and they “well we really want you to be happy and show you we appreciate you as a loyal customer”. I have NEVER had that happen before in all my years as a consumer. I have never had a company step in after I contacted them and fix an issue to my satisfaction and then cold contact me again a short time later and do something additional to make me even more happy. When I think of good customer service, I think of the likes of Apple or Amazon. After my recent experience with Stellantis, I now put them in that same group. After my experience with them. I actually put them above those two. That is really saying something because those other two companies are at the pinnacle of customer service.
I see that you said you recommended working with the dealership to resolve issues. I have seen both good dealerships and bad ones. They are independent so luck varies there. I have not had such great luck there. All I know is whenever I had a Chrysler Dodge Jeep dealership fail me, Stellantis stepped up to the plate for me big time. So I’d advise people to try the dealership first. If the dealership won’t help reach out to Stellantis. Unfortunately in your case that didn’t seem to work. Maybe reach out to them again? Obviously they are probably hearing from A LOT of people these days because of the rippling repercussions of the chip shortage and maybe that came in to play here. I’m not sure though because my interaction with them was just last month. The chip shortage was going on then too. In any case good luck! I hate to hear when bad things happen on expensive transactions. That is never fun.

 

[BerettaBri]

I am shocked to hear this. I know everyone’s experiences are different but I have had the total opposite experience than you had. I have had not just what I consider to be excellent, but quite outstanding customer service from Stellantis not just once but SEVERAL times concerning issues I had with dealerships making mistakes that cost me quite a bit of money. Stellantis really stepped up to the plate for me multiple times. They made it right. That’s actually a huge understatement. Their actions to remedy these situations for me saved me several thousands of dollars. I certainly would be very upset to have what you described in your situation happen to me. I see that sort happening with the upper GCL trim levels as well. Features that used to be included all of a sudden removed. But usually when that has happened on the GCL the window sticker was adjusted and credits were shown for the removed features. From what you write I assume that was not the case on yours. I have since educated myself by reading this forum about missing equipment. I have noticed dealerships don’t seem to alert you that things are missing. It only seems to happen when you say something specific like “I need a tow pckg or I need a tow receiver”. Only then you get told that item is missing due to the chip shortage. I had one deakership be very upfront with me about certain items such as air suspension not being in most of their Overlands due to the chip shortage before I even got into stating the equipment I wanted on it. That is a good dealership in my eyes. They alerted me right away as soon as I mentioned the overland trim line. I would say in your case the dealer seemed to have dropped the ball by not telling you those features were removed especially being nobody told you it was no longer included but was in the brochures they showed you. I know I was very surprised when I went to pick up my GCL and after signing everything the salesman got in the truck before I left and was going over the features when I noticed the rear view mirror wasn’t auto dimming. I had mistakenly thought being it was a limited trim level that it would have it especially being I came from having two previous Durangos (one being a limited) and both had them. Nobody at the dealership I purchased from told me a limited GCL had that feature, I made the mistake of assuming it. To me although I wasn’t too pleased about the missing auto dimming feature, it wasn’t enough of a big deal for me to squash the deal I just signed. So your situation is quite different. I’m just very surprised when you said Stellantis did nothing for you in your situation because for me they bent over backwards a few times. (It wasn’t over the non auto dimming rear view mirror…as I said that was totally my fault). In my case it was over some other issues I had with a few dealerships. In fact my situation was already resolved (atleast in my mind it was, I was very happy with how the situation was handled) and Stellantis called me a day later and offered to take care of me yet again. It was totally unexpected and greatly appreciated. I even said “ you already took care of the situation for me. I’m very happy…thank you”. That apparently wasn’t good enough for them and they “well we really want you to be happy and show you we appreciate you as a loyal customer”. I have NEVER had that happen before in all my years as a consumer. I have never had a company step in after I contacted them and fix an issue to my satisfaction and then cold contact me again a short time later and do something additional to make me even more happy. When I think of good customer service, I think of the likes of Apple or Amazon. After my recent experience with Stellantis, I now put them in that same group. After my experience with them. I actually put them above those two. That is really saying something because those other two companies are at the pinnacle of customer service.
I see that you said you recommended working with the dealership to resolve issues. I have seen both good dealerships and bad ones. They are independent so luck varies there. I have not had such great luck there. All I know is whenever I had a Chrysler Dodge Jeep dealership fail me, Stellantis stepped up to the plate for me big time. So I’d advise people to try the dealership first. If the dealership won’t help reach out to Stellantis. Unfortunately in your case that didn’t seem to work. Maybe reach out to them again? Obviously they are probably hearing from A LOT of people these days because of the rippling repercussions of the chip shortage and maybe that came in to play here. I’m not sure though because my interaction with them was just last month. The chip shortage was going on then too. In any case good luck! I hate to hear when bad things happen on expensive transactions. That is never fun.

Yeah, they weren't helpful at all. In fact, I got a call from their customer care department last week while I was traveling following an emailed survey they asked me to fill out on the 2021 WK model I no longer have. I explained again my displeasure in how the situation with the omitted Auto-dimming headlights was handled - and I was cool with them, I wasn't being hot-headed at all - and it was still more or less dismissed. But while I had them on the phone, I expressed my concerns over the advanced braking system not seeming to work for me on the WL I purchased and they took that under advisement. The next day I got a call from the dealer asking me if I would drop in and let them check it out. All setting appeared to be correct in the setting menu I told them that several people on this forum had expressed concern as to whether their advanced braking system is or is not working correctly. So they are going to do some research on it and get back to me.

 

[Rogjenn]

It seems they shouldn't even offer a car badged as an Overland or Summit without air ride suspension. If they can't get the units out with those parts built in because of a parts shortage or something like that, halt the production of that trim and come up with an "in-between" special edition like they did with the 80th Anniversary 2021 2-row GC. I got one and it was great - Protech II and some special badging and interior accents from the High Altitude. But it just seems wrong to offer a model, whose biggest highlight - to me, anyway - is the air ride suspension. I bought a 21 GC-L Limited a few days ago that I found used with 4000 miles on it, that was only put into service in July 21, that has a lux/tech package with nearly everything from an Overland minus back massagers, air suspension, tow hooks, and a couple of other creature features that didn't mean a lot to me - and 7K off the sticker for a new one. I couldn't even find any Limiteds for sale new anywhere regionally around me that has this package.

My Overland rides and drives better than my 2017 Summit 4x4 with air ride ! I’m sue not going off-road with a 60k+ vehicle!

 

[Thumper]

That's in the tech package and they stopped shipping them with air suspension 2 months ago. It's all on your window sticker. I bet you don't have the tow package either, just the tow prep package. On top of that you paid more than someone who got all that stuff 2 months ago.

What is the tow prep package?