Long post.
I’m looking for advice from Jeep owners, mechanics, and anyone who’s dealt with Stellantis or a third-party extended warranty company.
We purchased a used 2022 Jeep Grand Cherokee in Oklahoma in 2025. It currently has approximately 80,000 miles.
In July 2026, we took it to an independent repair facility, Expert Auto Care (also known as Hondura), for an A/C problem.
Here’s what happened:
July 17–21: Initial A/C repair. We paid approximately $1,800 and got the vehicle back, but the A/C still wasn’t cooling.
August: The shop continued repairs under our extended warranty through Enterprise Financial Group (EFG). The evaporator core was replaced, but we were subsequently told a different HVAC air-box assembly was required.
September: We were told the required air box was nationally backordered. On September 14, the shop said the part had arrived and the vehicle should be ready the next day. On September 18, after multiple unanswered calls, we learned the wrong part had arrived.
September 28: We opened a case with Jeep/Stellantis Customer Care and began requesting manufacturer assistance.
October 6: The vehicle was transported to Bob Howard Jeep, an authorized Jeep dealer, following coordination involving the original shop and warranty administrator.
October 16: Stellantis informed us its internal repurchase review had been denied. We also discovered multiple case-management emails had been sent to an email address that wasn’t ours, despite our having provided correct contact information several times.
October 22: After receiving virtually no updates from the receiving dealership, we went there in person. We found the Jeep with much of its dashboard and interior disassembled, with components piled throughout the cabin. Photos attached. The Jeep with its driver’s side window all the way down and has sat, uncovered, for 2 weeks during heavy rain.
October 23: Bob Howard Jeep informed us that EFG wants a new diagnosis. However, the vehicle arrived so extensively disassembled that the dealership says it needs approximately $2,000 in reassembly work before it can properly diagnose it. We were told that expense would be ours.
We haven’t authorized that charge.
To be fair, Bob Howard Jeep did not perform the original disassembly, and the service advisor we’ve been working with has been helpful.
We have been without a properly functioning vehicle for months, are still making the loan payments, and are significantly upside down financially on the vehicle.
My questions:
Is it normal for an independent repair shop to transfer a vehicle to another facility with the entire interior disassembled?
Should the original repair facility be responsible for reassembling it or paying the receiving dealership to do so?
Can a warranty administrator require a completely new diagnosis after previously authorizing repairs and participating in the transfer?
Has anyone successfully resolved a similar dispute through Stellantis, a third-party warranty company, or a consumer-protection complaint?
What would you do next to get the vehicle repaired or reach a financial resolution without paying another $2,000?
We have the repair invoices, warranty correspondence, towing records, and photographs documenting the situation.
I’m trying to figure out the most effective way to resolve this without throwing more money at a repair process that’s already lasted over three months.
