I am writing in response to a complaint filed with your agency. I have attached copies of the service tickets that pertain to this vehicle for your review....
The only customer pay services we performed on this vehicle was a tune up and replacement of the air filter which were both at the customer's request on July 3, 2014. While trying to find the ticking noise, we performed repairs on July 11 to repair a broken bolt in the exhaust manifold and did not hear an abnormal noise when it was brought in on July 18. All repairs to find the ticking noise were covered under Chrysler warranty and were not paid by the customer. We have not had contact with the customer since that time and had no idea that she had issues further with the vehicle. A tune up is a routine service that needs to be done on all vehicles, therefore we don't think that this contributed to the need for an engine replacement. The letter we received didn't indicate the date that she had the engine replaced so we don't know if it was immediately after she had repairs at our dealership or at some time later. Either way, we don't believe that any repairs that were performed at our dealership that would have caused the vehicle to throw a rod. Malfunctions can happen at any time with a vehicle so if the rod was intact while at our dealership, there would be no way to know that it would fail at some time in the future. Warranty will not approve any repairs to parts that have not failed.
We are very well known in our community for providing excellent customer service so we would have appreciated a call from the customer expressing her concern. This is the first we have heard of her issues and, perhaps, the problem could have been handled between her and us on a one to one basis had we known the issues. We regret that she was inconvenienced by her repairs but we just don't think that there was anything we could have done differently that would have prevented the repairs.
Sincerely,
[redacted], Office Manager
I am writing in response to a complaint filed with your agency. I have attached copies of the service tickets that pertain to this vehicle for your review....
The only customer pay services we performed on this vehicle was a tune up and replacement of the air filter which were both at the customer's request on July 3, 2014. While trying to find the ticking noise, we performed repairs on July 11 to repair a broken bolt in the exhaust manifold and did not hear an abnormal noise when it was brought in on July 18. All repairs to find the ticking noise were covered under Chrysler warranty and were not paid by the customer. We have not had contact with the customer since that time and had no idea that she had issues further with the vehicle. A tune up is a routine service that needs to be done on all vehicles, therefore we don't think that this contributed to the need for an engine replacement. The letter we received didn't indicate the date that she had the engine replaced so we don't know if it was immediately after she had repairs at our dealership or at some time later. Either way, we don't believe that any repairs that were performed at our dealership that would have caused the vehicle to throw a rod. Malfunctions can happen at any time with a vehicle so if the rod was intact while at our dealership, there would be no way to know that it would fail at some time in the future. Warranty will not approve any repairs to parts that have not failed.
We are very well known in our community for providing excellent customer service so we would have appreciated a call from the customer expressing her concern. This is the first we have heard of her issues and, perhaps, the problem could have been handled between her and us on a one to one basis had we known the issues. We regret that she was inconvenienced by her repairs but we just don't think that there was anything we could have done differently that would have prevented the repairs.
Sincerely,
[redacted], Office Manager