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I drive a 2017 Jeep Grand Cherokee.
My service air suspension light came on a couple times in early Feb so I immediately looked into getting it fixed.
Feb 4th, an inspection at Main St Automotive revealed I had air leaks in my right front and rear shock and strut assembly. After talking to the dealer (who had parts on backorder) I spoke to Main Street again, further inquiring about their expertise. They assured me that they work on all the premium cars with air lift suspension all the time and were very well qualified to do the work.
Andrei O, the owner, and I had a long discussion about the importance of buying factory OEM Mopar Parts although they were more expensive. I had been looking at alternative parts sellers (Mopar branded available for $800-1000) but Andre convinced me these sites would be fraudulent and that they would only use Mopar genuine OEM parts. He advised against buying anything anywhere outside of Mopar direct as they'd be fake. He gave me a long story about how he used to work there and knew the GM personally. He sent me the factory link where the parts were priced at $2281.25.
Although the bid of Main Street Automotive was more expensive, I authorized them to do the work. I brought the car in on Feb 5 for the service for which Andrei said he had the parts in stock.
At 4pm Feb 5th the front desk girl called to tell me "the car is finished and ready for pick up". I arrived to pick it up at the appointed time and Andrei advised that 1) they had just started reprogramming the computer and 2) it could take up to an hour to complete. After waiting 30 minutes with no visible progress, I had to leave for a family affair.
They kept the car another day, and advised that they had to open a case with a master technician to resolve the reprogramming. After working with their "master technician", Feb 6th the front desk called back near end of the day and advised "the car was done and ready for payment and pick up" (again). I immediately paid $3300 in cash in good faith. The car immediately failed while driving off the property.
Ultimately the vehicle was taken to the dealer by Main St. to correct the problem, but the diagnostic given to the dealer was incomplete, testing only the top 2 ride heights of which there are 5. The car still did not work correctly in aerodynamic or exit/entry mode. Andrei advised they did not initially have the proper high speed cable required to complete the job. Main St, I learned, can also not complete this job without nitrogen from the dealer.
Main Street Auto then advised I should get all further work completed at the dealer. Their OWN STAFF advised the car was unsafe to drive in its current condition. THEY COULD NOT COMPLETE THE JOB that I paid for.
When the dealership received the car again, the master technician (38 years) at the dealer advised that the computer had been reprogrammed incorrectly with the rear suspension ride height improperly set so the rear was always elevated. They asked me "why did Main Street Auto attempt to reprogram it at all, the replacement of shocks/struts and air suspension requires no reprogramming"?
I called to discuss this with Main St. after it was shared by the dealership and the front desk guy put me on hold for 10 minutes for "an emergency with the boss". When he returned, told me that the only thing the shop did was check the calibration numbers (an evasive reversal of facts). He said "any remote reprogramming was done by someone offsite". I asked who that was and he would only tell me "someone in their network" and then quickly rushed me off of the phone. The dealer continued to advise that they NEVER adjust the computer under ANY circumstances from factory settings unless it is a brand new computer because it is a challenging calculation process and CANNOT BE DONE remotely.
Of principle concern, the master tech at the dealership shared that the cheaper AFTERMARKET PARTS used could be part of the issue. This came as a shock after Andrei pushed so hard for Mopar parts and sent me the exact link and price for them. The dealership also notified me of OLD parts used in the repair. The owner is simply deceitful. Refused to take calls for a week until I threatened action.
I'm certain Andrei will reply w/ how they went "above and beyond" but believe me when I tell you it will be full of half truths and poor handling of a job they were unqualified to do for while charging me for OEM and using discount and used parts obvious to the dealership.
Quoted: https://store.mopar.com/oem-parts/mopar-air-suspension-spring-and-shock-assembly-right-front-68253206ae
And while you cannot see the aftermarket parts installed here. You can on Yelp.
Note: I wanted to hear your side & handle this amicably, but was left no choice. You refused calls or meeting for weeks, and still won't acknowledge (or deny) concerns..