Clint Newell Auto Group

To whom it may concern,We received your letter regarding the complaint of [redacted] ***- [redacted] We have reviewed this case and would like to clarify with the following? ? The customer came in for a water leak, and as our repair order describes, we found the sunroof package tray (designed to catch water and divert to the sunroof drains) was too shallow causing water to flow over the tray and into the vehicle when larger volumes of water were encountered.? With extensive water testing we found the tray filled very quicklyPer our technical support division, we installed oversized drain tubes for the sunroof package tray, which allows the tray to drain at a higher rateAlthough this alteration helped drain the water faster, the tray would still overflow when encountering higher flow volumesWe also learned this problem is common for this vehicle modelWith further technical consultation, the only option was to check for any updated OEM parts to address this concern from the manufacturerWe checked and there were no updated parts offered for this issue.? The only option left was to modify the package tray but it would unlikely be a permanent fixRegardless of the material used, it eventually it is going to fail and leak again, or it would interfere with the operation of the sunroofWe were not comfortable in performing this type of modificationWe felt it would certainly fail at some point due to the poor designWe advised the customer of this situation and charged her for the work we performed.? The customer took the vehicle to Lithia to get a second opinionThey essentially went through the same processAfter three hours of water testing, they ended up sealing up the package tray rail with sealer for a repair we were not comfortable doing, as noted earlierUnfortunately, she is likely to incur the same leak at some point in the future, as temporary repairs usually create future problems.We understand the customer’s disappointment with this issue, but we did not create the poor designIn a subsequent discussion, we agreed to fund 50% of her bill from Lithia as a gesture of goodwillShe was acceptable to this resolution, she was great to work with, and we do feel for her situationIf you would like any additional information, please contact me.Sincerely,Frank M***Fixed Operations ManagerClint Newell Motors

To whom it may concern,We received your letter regarding the complaint of *** ***-***We have reviewed this case and would like to clarify with the following? ? The customer came in for a water leak, and as our repair order describes, we found the sunroof package tray (designed
to catch water and divert to the sunroof drains) was too shallow causing water to flow over the tray and into the vehicle when larger volumes of water were encountered.? With extensive water testing we found the tray filled very quicklyPer our technical support division, we installed oversized drain tubes for the sunroof package tray, which allows the tray to drain at a higher rateAlthough this alteration helped drain the water faster, the tray would still overflow when encountering higher flow volumesWe also learned this problem is common for this vehicle modelWith further technical consultation, the only option was to check for any updated OEM parts to address this concern from the manufacturerWe checked and there were no updated parts offered for this issue.? The only option left was to modify the package tray but it would unlikely be a permanent fixRegardless of the material used, it eventually it is going to fail and leak again, or it would interfere with the operation of the sunroofWe were not comfortable in performing this type of modificationWe felt it would certainly fail at some point due to the poor designWe advised the customer of this situation and charged her for the work we performed.? The customer took the vehicle to Lithia to get a second opinionThey essentially went through the same processAfter three hours of water testing, they ended up sealing up the package tray rail with sealer for a repair we were not comfortable doing, as noted earlierUnfortunately, she is likely to incur the same leak at some point in the future, as temporary repairs usually create future problems.We understand the customer’s disappointment with this issue, but we did not create the poor designIn a subsequent discussion, we agreed to fund 50% of her bill from Lithia as a gesture of goodwillShe was acceptable to this resolution, she was great to work with, and we do feel for her situationIf you would like any additional information, please contact me.Sincerely,Frank M***Fixed Operations ManagerClint Newell Motors

To whom it may concern,We received your letter regarding the complaint of [redacted]. We have reviewed this case and would like to clarify with the following.    The customer came in for a water leak, and as our repair order describes, we found the sunroof package tray (designed...

to catch water and divert to the sunroof drains) was too shallow causing water to flow over the tray and into the vehicle when larger volumes of water were encountered. With extensive water testing we found the tray filled very quickly. Per our technical support division, we installed oversized drain tubes for the sunroof package tray, which allows the tray to drain at a higher rate. Although this alteration helped drain the water faster, the tray would still overflow when encountering higher flow volumes. We also learned this problem is common for this vehicle model. With further technical consultation, the only option was to check for any updated OEM parts to address this concern from the manufacturer. We checked and there were no updated parts offered for this issue. The only option left was to modify the package tray but it would unlikely be a permanent fix. Regardless of the material used, it eventually it is going to fail and leak again, or it would interfere with the operation of the sunroof. We were not comfortable in performing this type of modification. We felt it would certainly fail at some point due to the poor design. We advised the customer of this situation and charged her for the work we performed. The customer took the vehicle to Lithia to get a second opinion. They essentially went through the same process. After three hours of water testing, they ended up sealing up the package tray rail with sealer for a repair we were not comfortable doing, as noted earlier. Unfortunately, she is likely to incur the same leak at some point in the future, as temporary repairs usually create future problems.We understand the customer’s disappointment with this issue, but we did not create the poor design. In a subsequent discussion, we agreed to fund 50% of her bill from Lithia as a gesture of goodwill. She was acceptable to this resolution, she was great to work with, and we do feel for her situation. If you would like any additional information, please contact me.Sincerely,Frank M[redacted]Fixed Operations ManagerClint Newell Motors