Averitt Express

Good evening With all factors considered, we did repair the main cause of initial concern as listed in Line A of the repair order # [redacted] This was an overheating problemIt was noted on Lines A, B, E and D of that same repair order that there were still engine problemsThe truck was then driven 3,miles before the engine failedFor that and other reasons previously stated, we feel that nothing we did caused the engine failureWe maintain that Mr [redacted] still will still retain benefit of the cooling system work that was done once he has another engine put in his truckWhile the initial work was being done, as listed on Line E of repair order [redacted] , the valve cover was removed and the rocker reinstalled at a charge of $***The offer we have made is a discount of $*** off the retail price of the remanufactured engine and installation$ [redacted] of that discount is equal to the amount Mr [redacted] paid us for engine head work(repair order # [redacted] )The discounted price we have offered up to this point is $ [redacted] plus taxWe are willing to make a final offer to Mr [redacted] of an additional discountThe last and final offer we are able to make in hope of resolving this issue is that we will discount an additional $ [redacted] - Making the price Mr [redacted] would have to pay for a remanufactured engine to be installed in his truck $ [redacted] plus taxWe believe that, all factors considered, this final offer is fair to Mr*** Sincerely, [redacted] , General Mananger

As we have maintained, due to an overheating concern, the cooling system work was both needed and done and it was approved and paid for by Mr*** As previously stated the repair order noted that problems did still exist after the cooling system work and the truck was driven with no further complaint for 3,miles before the engine failure occurredRegardless of where any further work is done, Mr [redacted] still has the benefit of the new cooling system componentsWe feel we have been more than fair in the offers we have made and we also believe that we have all treated Mr [redacted] and this issue with professionalism and attempted to address his concerns in a timely mannerWe reject Mr***'s request for a $ [redacted] refund Sincerely, [redacted] , General Manager

Good Afternoon Thank you for the opportunity to address this concernWe have discussed this issue with Mr*** on a number of occasionsSeveral months ago, Mr***'s truck ran hotHe brought it in for this problem and we advised him to replace the engineThis engine has a lot of aluminum
components and will not tolerate overheatingAfter further discussion he authorized us to do repairs to the cooling system and to replace one of the headsThis is the bulk of the expense he has incurredSeveral months and miles later he advised us that he experienced internal engine failure while traveling in Anniston ALHe alleges that this engine problem was due to the engine having been overfilled with oilWe strongly disagreeFirst off, I do not believe that we overfilled it with oilSecond, he drove the truck over miles after he mentioned this to us and finally, in over years in this business, I have never heard of catastrophic engine failure caused by overfilling the crankcase with oilHis engine failed due to the damage done when he originally ran it hotIt should be noted that the truck has high performance equipment which will reduce the lifespan of the engineAlso, it has over 155,miles on itMost recently, we discussed putting a used engine in the truck and we made substantial discounts to do thisHe declinedSubsequently, I decided that this is not the best way to repair the truck so we have removed that offerA used engine is not guaranteed and we have not very good success repairing vehicles with used enginesWe have quoted him a discounted cost to repair it with a remanufactured engineIt is unfortunate that Mr***'s engine failed, but we have done nothing to cause itWe have tried to be very fair in correcting his problemPlease let me know if you need any additional informationSincerely,*** ***

Complaint: ***
I am rejecting this response because:
The vehicle never needed the entire coolant system replaced, the water pump and other components of the coolant system, except for possibly the thermostat, never needed to be replacedThe only reason I authorized this work was because I was told by the service department manager that this was the only problem with my truck and I was assured that replacing the coolant system would fix the problem and repair the truckI was also told that the cylinder head was fine and did not need to be repaired or replacedAll of this turned out to be incorrectAfter paying Howard Wilson Dodge over $*** based upon the assurance that this was the problem, replacing the coolant system did absolutely nothing to repair the vehicleThe truck was not in any way fixed or repaired after replacing the coolant systemI was then told that the cylinder head needed to be replaced (this was my initial concern and the reason I brought the truck in to begin with) although I had been told from the beginning that the cylinder head was not the problem and did not need to be repaired or replacedI have a letter written by the service department manager in which several statements are made, I included a copy of this letter in my past statementI have not been dealt with or treated in a fair and professional manner by this companyMy truck has been repaired by a different service departmentI do not need nor would I necessarily want to have Howard Wilson Dodge do any more so called 'repairs' to any vehicle I own after the way I have been treated by that particular dealershipI would like an apology and a refund of the money I spent on the coolant system due to the fact that this work did nothing whatsoever to repair my truck, in fact after this unnecessary expense my vehicle was still in the exact same condition as when I first brought it inI gave the people at Howard Wilson Dodge every opportunity and benifit of dought in the hope that at some point I would be dealt with fairly, fairness was all I ever asked of themI do not believe that asking to be treated fairly is asking too muchI will settle for a refund of the $*** that I spent on the coolant system, since this did nothing to repair my vehicleThat is the least amount that I will settle for, either by check or cash not in the form of "discounted" services
Regards,
*** ***

Complaint: ***
I am rejecting this response because:
The comments in reply to my complaint are not the facts of the matterI was told from the first visit that my engine was fine and only the coolant system needed to be replacedI asked that the cylinder head be checked and either machined or replaced, I was told by the people working in the service department that the head was fine and the truck needed only a coolant systemWhen I came to pick the truck up after spending over $*** on the coolant system, I discovered immediately that my truck was still having the exact same problem, it had not been repairedIt was then that I was told that I needed an engineI asked that some of the money I had just spent by applied toward an engineI was then advised that all the truck needed was a new head and not an engineI was prepared to replace the engine from the beginning if I had been advised to do so, however after spending almost $*** based on good faith that this dealership would deal honestly and having nothing but trouble I was not willing to spend over$*** more for a problem that should never have happenedIn addition, overfilling a crankcase with oil can and will cause extreme pressure to build up leading to precisely the type of engine failure that has occurredI will be happy to provide evidence to support all of my statements as well as proof that Howard Wilson Dodge has and continues to make claims concerning this matter
***
Regards,
*** ***

In the times Mr. *** has brought any concerns to us, we feel we have been both timely and fair in addressing themWe believe the offer we have made is fair in this circumstance
Sincerely,
*** ***
General Manager

Complaint: ***
I am rejecting this response because:
The information provided in response to my complaints continues to disregard the facts of this matterThe fact is my truck ran hotThe fact is that I took my Dodge Ram to Howard Wilson Dodge and told the service department manager that I felt my truck needed the Right Side Cylinder Head repaired or replacedThe fact is that after leaving my vehicle with the service department I was advised that the cylinder head was fine and the truck needed a new coolant systemThis was what I was told so I approved the workAfter paying over $*** for this coolant system my vehicle was in no way repairedThe truck was still in the same running condition after the coolant system work and after a bill, which I paid in full, as it was when I first dropped the truck offI made an immediate u-turn back to the service departmentit was then that I was told that I needed to replace the cylinder headWhy would I have paid over$*** and then tried to pick my truck up if I had not been assured that a coolant system was all that was needed? It makes no sense at all to pay that much and not have my cylinder head replacedI am amazed at the lengths to which a large dealership such as Howard Wilson Chrysler Dodge has gone to conceal the the facts about this matterTo say that I was advised to have more work done after they replaced the components in my coolant system is at the very least misleadingThis company took my hard earned money time and time againThey told me that I did not need to repair or replace the head, and after paying for the coolant system, they told me I did need a new head just moments laterThey overfilled my crankcase with motor oil and claim that it never happened even though I have the photos to prove that it didThe facts support every statement I have made and refute the claims of Howard Wilson Dodge and its representativesThe only fair resolution to this matter is a refund of the money that I paid for unnecessary work, that amount being no less than $***
Regards,
*** ***

For those of you who are looking at purchasing a vehicle, I do NOT recommend Howard Wilson in Flowood. After giving them the price I could handle, instead of them saying, no, I'm sorry, we can't go do that, the sales manager told us to leave. And then, followed us out the door and yelled at us and got in my boyfriends face. I have never been treated so horribly in my life!!

Good evening.  With all factors considered, we did repair the main cause of initial concern as listed in Line A of the repair order #[redacted].  This was an overheating problem. It was noted on Lines A, B, E and D of that same repair order that there were still engine problems. The truck was then driven 3,000 miles before the engine failed. For that and other reasons previously stated, we feel that nothing we did caused the engine failure. We maintain that Mr. [redacted] still will still retain benefit of the cooling system work that was done once he has another engine put in his truck. While the initial work was being done, as listed on Line E of repair order [redacted], the valve cover was removed and the rocker reinstalled at a charge of $[redacted]. The offer we have made is a discount of $[redacted] off the retail price of the remanufactured engine and installation. $[redacted] of that discount is equal to the amount Mr. [redacted] paid us for engine head work(repair order # [redacted]). The discounted price we have offered up to this point is $[redacted] plus tax. We are willing to make a final offer to Mr. [redacted] of an additional discount. The last and final offer we are able to make in hope of resolving this issue is that we will discount an additional $[redacted] - Making the price Mr. [redacted] would have to pay for a remanufactured engine to be installed in his truck $[redacted] plus tax. We believe that, all factors considered, this final offer is fair to Mr. [redacted].
Sincerely,
[redacted], General Mananger

Thank you for the notification that we delivered less than satisfactory service to one of our customers.   We always want to know when we don't measure up so that we can improve.  Mr. [redacted] brought his Jeep in on October 9th.  We preformed an oil and filter change, tire...

rotation and a tune up.  We gave him a quote on replacing the front and rear brakes and rotors, servicing the transmission, brake lines and coolant system.   We did not do this work.  From what I understand, Mr. [redacted] got angry because we did not go ahead and do the extra work that we quoted.   We always give an estimated cost of repair and get approval before we do the work.  We want our customers to know exactly what the repairs cost and either approve them or budget them for a future date.  It was late in the day before we actually talked with him and we did not have time to do the remaining work.  Obviously we want to do the work but we certainly don't want to do anything against our customers wishes.  I do not know why we did not respond to his calls.  That should never happen and I assure you it will be addressed with the service advisors.  Also, they are supposed to immediately verify the information in our computer system.  Our computer still showed the previous owner's name and address and it should have been corrected when Mr. [redacted] first arrived.  I am very sorry that we did a poor job in communicating with him.  Additionally, I will be happy to meet with Mr. [redacted] personally to inspect the repairs if there is any doubt that we did not do the work we charged him for.  We sincerely want all of our customers to be happy with their cars and our service.   I am very sorry we did not meet that objective in this case.  Please feel free to call if I can help in any way.  [redacted]?

Complaint: [redacted]
I am rejecting this response because: 
When I brought my Dodge Ram 1500 truck to Howard Wilson due to the engine overheating I asked that the right side cylinder head be checked for damage. I left the truck at the dealership for any needed repairs. After a few days I was told by the service department that the head was fine and my coolant system needed to be replaced, I was assured that this would fix the problem. Howard Wilson Dodge proceeded to replace my coolant system and charged me over $[redacted] for a new coolant system. After paying almost $[redacted] for what turned out to be an unnecessary coolant system replacement, the truck was still not fixed. I Realized this as soon as I picked the truck up( obviously no one had test driven the vehicle) because the truck was still in the exact running condition it had been when I first brought it in, which is to say that although the vehicle could always crank it had not been repaired. The Engine was running no better at all. I Made a U-turn and immediately took the truck back to the service department, no more than 5 minutes had gone by since I had paid and picked the truck up. I was then told that the truck may need an engine, I asked that some of the nearly $[redacted] that I had paid just moments before be applied toward the new motor. I was immediately advised that all the truck" really needs  is a new cylinder head". I was prepared to replace the engine from the beginning, but I was told it was the coolant system, I was prepared to replace the engine again , but I was told all it " really needs is a new cylinder head" , so once again I took the advice of the dealership and paid for a new head. After paying out an additional $[redacted]+ I again was assured that the truck was repaired. It was not. I had to return to Howard Wildon Dodge a third time because the truck was not running properly. It was then that I noticed the oil level had been grossly overfilled, along with not running properly there were several other issues with the 'repair' work. The truck was taken back to the service department for the Third time in a couple of weeks. I addressed the issues and literaly showed the serv. dept. manager as she stood with me looking at my engine, in person. The engine had been overfilled by at least several quarts of motor oil, This was never drained to to appropriate level I later learned. I was prepared to do whatever needed to repair the vehicle, I was not expecting to be milked or fleeced. The so called "reduced" price of an engine replacement is a continued insult. I have a letter written by the service department manager that I believe directly contradicts the statements made to the Revdex.com regarding this matter. I also have copies of my service record as well as photographs all of which, in my opinion, contradicts the replies to my complaint. I believe that Howard Wilson Dodge owes me an apology as well as a refund of my money.
 
Regards,
[redacted]

As we have maintained, due to an overheating concern, the cooling system work was both needed and done and it was approved and paid for by Mr. [redacted].  As previously stated the repair order noted that problems did still exist after the cooling system work and the truck was driven with no further complaint for 3,000 miles before the engine failure occurred. Regardless of where any further work is done, Mr. [redacted] still has the benefit of the new cooling system components. We feel we have been more than fair in the offers we have made and we also believe that we have all treated Mr. [redacted] and this issue with professionalism and attempted to address his concerns in a timely manner. We reject Mr. [redacted]'s request for a $[redacted] refund.
Sincerely,
[redacted], General Manager