Direct Dodge, Chrysler, Plymouth, Jeep

I have reviewed the response offer made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.I have been back and forth with both the warranty company and Direct Dodge disputing the fact of having to pay the rest of the bill. Warranty ***- *** *** states that I, nor their company (Warranty-***), is responsible for the cost of the repairs for the long block due to it being a misdiagnosis/malpracticeYes, I did state that I assumed the problem was a "lifter pecking" due to taking the vehicle to two other licensed mechanics, and that is what they "suggested" the problem was but did not have the right equipment to repair the engine. I am not a licensed mechanic and that's why I took the vehicle to Direct Dodge to be repaired and for their company to run the $diagnostics. I also am disputing the fact that, yes, they did fix and replace the long block, but they are asking me to pay for something that's not in my vehicle or in my possessionThey still have the old engine and parts (except for two injectors they used to put in the new engine).
I understand that Direct Dodge does not "honor" after market warranties. They state they repaired my vehicle as a "favor". I as the consumer should not have to pay for the company's misdiagnosis/malpractice; just as the warranty company stated as well.Regards,*** ***

As a company, we sincerely apologize for Ms***'s wait in our lounge
Much like a doctor's office, other patients'visits sometimes exceed our
expectationsWe stand behind our diagnosis of the headlamp assembly and
will refrain from commenting on the level of competency of our
fellow
techniciansThat is closely monitored by the VA State Police and the record of
Direct Chrysler Dodge Jeep Ram is unblemishedVA State Inspection requires
removal of wheels and a locking lug nut prohibits that operation
The description of ***'s demeanor is disturbing and will be addressed in our
Service meeting as well as his job review
*** *** is an experienced, award winning, Master technicianMore
importantly, he is a quality person, devoted family man, and very active in
church and civic organizations
The fact that a Lexus dealer miles away could, and would, "assure" that
nothing was wrong with the headlamp assembly is ludicrous
We are dismayed that we have been unable to meet Ms***'s
expectationsWe will continue to strive for perfection in all areas of customer
service, but completely understand and support Ms***'s right to choose
who services her Lexus
We have already mailed her requested refund of the VA State lnspection fee

[redacted] said they do still have the old parts but not the engine, usually the business that supplies the new or used engine wants the old one.

Review: On September 23, 2014 I contacted [redacted], the shop manager at Direct Dodge Chrysler Jeep Ram Truck, after being recommended to them from another shop to work on my 2009 Dodge Journey, which has a 3 year bumper to bumper after market warranty through Warranty Solutions-[redacted]. He said that they normally do not honor after-market warranties but would make an exception due to the fact that [redacted] is a pretty reliable company. He then ask what the problems were I was having. I told him there was a ticking in the engine that sounded like a lifter was pecking and that it gets worse when you speed up and that I was having trouble with what seemed to be the anti-lock brake system locking up when I was getting off the interstate and when I came to a stop or turning sharply. He took that information and we set up an appointment for me to drop the vehicle off at the shop on September 26, 2014, and they would begin looking into the problems the following Monday. I called and spoke with [redacted] the following week and he stated that the diagnostics came back saying there was a lifter pecking and they would have to replace the rocker arm assembly, I authorized for them to make the repair as long as it was covered by the warranty. No diagnostic's codes came back for the anti-lock brake system, but the technician recommended an alignment, I asked them to hold off on doing the alignment because the warranty would not cover that and I was unsure if I could afford it. After having the rocker arm assembly replaced the technician noticed there was still a noise occurring further down in the engine. The technician recommended that the engine be replaced do to finding metal debris in the oil pan because of a spun rod bearing. At first the warranty company was wanting the engine to be broke down to make sure that the problem was what the technician had found. Direct Dodge Chrysler Jeep Ram Truck did not want to break the engine down do to their shop not being able to put the engine back together. After over a week of waiting on a response from the warranty company and them sending an adjustor to look into what needed to be done they finally okayed for the engine to be completely replaced with a used engine in which they would supply. After the shop received the engine they replaced the old one and found that there were two injectors misfiring and replaced those injectors with ones from the old engine. The labor was paid for by the secondary company which found the engine. I called [redacted] on November 6, 2014 to see how things were going with my vehicle, he said it was finished they were waiting to be paid by the warranty company, he should have it by the end of the day. I didn't receive a call from [redacted] that evening so on November 7, 2014, I called him back. He stated that I would owe over $1,000.00 because the warranty didn't cover something. Before anything was done to the vehicle I was told all I would have to pay was the $100.00 deductible to the warranty company and the diagnostic cost. Which should've been less than $300.00. He asked me to come in and sign the bill so he could fax it to the warranty company and make sure of what I was to owe and we would go from there. On November the 7. 2014 I showed up at the shop around four pm and signed the bill so the shop would be paid by the warranty company and they could release my vehicle. After receiving payment from the warranty company the bill showed that I still owed $1130.70 because the warranty company didn't cover something and the shop couldn't tell me what it was. After reviewing the bill I noticed that there was a charge for and alignment of $69.95, I stated that I did not authorize the alignment and I was not paying for it, they were nice enough to take the bill off, but I stilled owed $1060.75, which includes the deductible and the diagnostic for the engine. [redacted] stated I would have to call the warranty company to see what they didn't cover. On November 10, I called the warranty company and they stated that the rocker arm assembly was a misdiagnosis so therefore they would pay that nor should I pay for that mistake. I contacted [redacted] and told him what I had found out and he stated that there was no misdiagnosis that there were broken parts and he could prove that. He then stated he would call the warranty company and explain that to them, he would take care of it. On Wednesday I received a phone call from [redacted] saying that the warranty never said anything to me about a misdiagnosis that the reason they didn't cover the rocker arm assembly repair was because that was not what fixed the problem with the vehicle and that I was responsible for what the warranty didn't cover. My complaint is, when is it the customers responsibility to pay for the companies mistake. I do not have control of the computer that runs the diagnostics. I also do not have the engine with the rocker arm assembly in it.Desired Settlement: Smaller bill.

Business

Response:

I’m disturbed that the customer is finding fault with our company instead of her service contract provider. Our reluctance to deal with secondary providers is well founded and based on a great deal of experience. This provider refusing to reimburse her total billing amount is simply not unusual. Many customers of these cut-rate insurance companies find themselves in for quite a battle to get their repair paid in full. The fact is that the damage to the engine was caused by metal debris in the lubrication system – a fact confirmed by the independent inspector. The customer’s complaint of a “lifter pecking” prompted our technician to inspect that area initially. The rocker and ‘lifter’ assembly were indeed damaged. We still have these parts, and the wear is indisputable. The fact that the contamination of the lubricant caused a breakdown of other internally lubricated surfaces throughout the engine is of no surprise.I don’t have access to the customer’s service contract, but I suggest they check the terms of the agreement and demand full reimbursement of their repair if that’s what their agreement calls for.We stand behind the quality and integrity of our work.Additionally, I’m dismayed that the customer’s service contract provider chooses to repair vehicles with used parts. Thank you,[redacted] Dealer

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.I have been back and forth with both the warranty company and Direct Dodge disputing the fact of having to pay the rest of the bill. Warranty [redacted]- [redacted] states that I, nor their company (Warranty-[redacted]), is responsible for the cost of the repairs for the long block due to it being a misdiagnosis/malpractice. Yes, I did state that I assumed the problem was a "lifter pecking" due to taking the vehicle to two other licensed mechanics, and that is what they "suggested" the problem was but did not have the right equipment to repair the engine. I am not a licensed mechanic and that's why I took the vehicle to Direct Dodge to be repaired and for their company to run the $84 diagnostics. I also am disputing the fact that, yes, they did fix and replace the long block, but they are asking me to pay for something that's not in my vehicle or in my possession. They still have the old engine and parts (except for two injectors they used to put in the new engine).

I understand that Direct Dodge does not "honor" after market warranties. They state they repaired my vehicle as a "favor". I as the consumer should not have to pay for the company's misdiagnosis/malpractice; just as the warranty company stated as well.Regards,[redacted]

Business

Response:

[redacted] said they do still have the old parts but not the engine, usually the business that supplies the new or used engine wants the old one.

Review: The business about which I am sending this letter is Direct Dodge, [redacted], Wytheville, VA 24382 and their telephone number is ###-###-####.

On August 26, 2014 I took my Lexus car, which has 61,000 miles on it, to Direct Dodge to get an inspection sticker and I had an appointment for 4:00. I decided to go to Direct Dodge as they take appointments and some of the other businesses do not and you may have to wait a long time. I sat in the waiting room for 45 minutes and then they told me that my headlights needed adjusting to pass inspection and would be a cost of 51-5.00. [redacted], the service department rep, also asked me where the

special lug nut was in my car so they could take off my tires. I told him that no one had ever asked me that question and they had inspected my car before. An employee in the service department/parts department told [redacted] to tell the tech that it is usually kept around the spare tire. I agreed to have them adjust the headlights and then about 30 minutes later I was told that they were unable to adjust the right headlight and they had put a rejection sticker on my car and that I might even have to get a new headlight that would cost me 5500. I asked [redacted] if they would look at it again the next day and he said that he was not sure and I would have to contact the service manager, [redacted], on August 27 as he had already left work for the day. I asked [redacted] several other questions and he always said that he did not know. [redacted] was very stern, uncaring and never smiles and in my opinion is not a good customer service representative for this business. I then paid 516.00 for an inspection sticker that had "rejected" on it and it was placed on the windshield of my car. I feel like they did not want to work on my car anymore that day as all there were interested in was going home. I did contact [redacted] on August 27 and he told me that the tech, [redacted], was unable to adjust the right headlight. I asked [redacted] if [redacted] was a new tech and he said he was one of his oldest techs. I told him that I was not having any issues with my headlights or any other part of my car. I told him how upset I was and he said that if they could not please me that I should go some other place or take the car to a Lexus dealership. [redacted] also told me that they did business by the book and that other dealerships in town did not. [redacted] told me that his customer service reviews were good and I told him that I had heard that the service department business was really down. [redacted] had no response to this statement. I told him that was fine and that I would be sending a letter to the Revdex.com and he said ok. I had to drive around with one headlight adjusted and one that was not.

I then went home and called the Lexus dealership and told them what had happened with Direct Dodge and they told me that they could assure me that there was nothing wrong with my headlights and that I did not need to buy a new headlight and that they would come and get my car, give me a loaner car, check the issue and bring my car back to me, I was unable to have them do this as I was planning a trip out of town and wanted to get the inspection sticker as soon as possible locally as I only had 10 days to get the sticker. Lexus then suggested that I take my car to another dealership in Wytheville and I did. I explained to the dealership what I had experienced at Direct Dodge and told them about my discussion with Lexus. My car passed inspection with no issues and they explained to me how they test the headlights and they said that my headlights had been ok to begin with. I then paid another $16.00 for an inspection sticker.

I have dealt with Direct Dodge for many years as they are close to my house. I used them for oil changes, inspection stickers and things of that nature. They have always been ok to deal with, but in the last two years, I have had some issues. I also had a tire that had a slow leak and they patched the tire for a cost of $10 and told me that I had a nail in the tire, but I kept getting a light that my tire was low and it was always the left driver side tire. I went back numerous times to ask them about this and they would add more air in the tire and then said that they would look at the patch again. They told me that they found another nail in the same tire. I questioned this and the $10 was taken off. I took my car to another dealership and they were able to repair the tire in a short amount of time. Another time Direct Dodge worked on my car and had changed the odometer reading to another reading and I was unable to reset it. I went to Direct Dodge on three occasions and [redacted] would reset it and then it would go back to the same screen. [redacted] told me that he really should be able to do this and not have to consult with a tech. Obviously, he could not. He did give me his card and it had 515.00 credit for my next service. On another occasion, I went for service on my car to Direct Dodge and [redacted] quoted me the wrong price for the service and I asked them to give me the price that [redacted] had quoted me and they reluctantly did this. I kept giving them the benefit of the doubt even after so many issues and them not being able to get anything quite right, but after the inspection sticker issue, I am done with this dealership. I feel that I should be reimbursed for the $16.00 for the rejected inspection sticker as they claim that they can do an inspection, but as you can see they are unable to fix any issue and the real problem is that there was apparently no issue at all. I do feel that the inspection sticker was in retaliation because I made them correct the other issues in the past and I do wonder that if I had been a man, would things have been different?

I feel that this issue has caused me to waste an inordinate amount of time and feel that I was treated very poorly as I have been a long time customer with this business. What adds insult to injury is that there was no apparent issue to begin with so it makes me wonder if they were just trying to generate some revenue. I will never visit this dealership again and will tell people how I was treated.Desired Settlement: I feel that I should be reimbursed for the $16.00 for the rejected inspection sticker.

Business

Response:

As a company, we sincerely apologize for Ms. [redacted]'s wait in our lounge.

Much like a doctor's office, other patients'visits sometimes exceed our

expectations. We stand behind our diagnosis of the headlamp assembly and

will refrain from commenting on the level of competency of our fellow

technicians. That is closely monitored by the VA State Police and the record of

Direct Chrysler Dodge Jeep Ram is unblemished. VA State Inspection requires

removal of wheels and a locking lug nut prohibits that operation.

The description of [redacted]'s demeanor is disturbing and will be addressed in our

Service meeting as well as his job review.

[redacted] is an experienced, award winning, Master technician. More

importantly, he is a quality person, devoted family man, and very active in

church and civic organizations.

The fact that a Lexus dealer 100 miles away could, and would, "assure" that

nothing was wrong with the headlamp assembly is ludicrous.

We are dismayed that we have been unable to meet Ms. [redacted]'s

expectations. We will continue to strive for perfection in all areas of customer

service, but completely understand and support Ms. [redacted]'s right to choose

who services her Lexus.

We have already mailed her requested refund of the VA State lnspection fee

Review: I have a jeep that has a hole in the floorboard and you can hear all the road noise. The drivers seat is broke which causes pain in my back. Every time I take this jeep back they will not fix any problems I am having with the jeep,it makes a grinding noise and it sound like the transmission is going to fall out of it. This jeep is a lemon! The bottom of the jeep is rusted off and the muffler now needs to be replaced this vehicle is only 1 year old and I am having to pay a $600. a month for a brand new jeep that is all out of wack! The front end suspension is going out to can hear the noises coming from the front end. So it's not right to sell a vehicle with a warranty on it and the company will not honor the warranty.Desired Settlement: I have tried to trade the jeep in on a truck, and they wanted 2 thousand down and my payments would have went up to $740.00. I am already paying $ 600.00 a month. so I really need someone to help me resolve this matter.

Business

Response:

feel that we have made every effort to accommodate the many complaints made by the customer and

to affect the proper warranty repairs in those cases where a complaint was verified. Unfortunately,

many of the various listed road noises, grindings, rattles, and groans have not been duplicated by our

techn¡c¡ans. Within manufacturer's warranty guidelines, we have performed any and all repairs we have

verified. lf the customer desires, he may contact the manufacturer thru the toll free Customer Care

number (found in his Owner's Manual or available on request) and request action from the company on

his 'lemon' status. Customer satisfaction is the highest prioríty of both this dealership and the

manufacturer, We were able to help thls customer when his previous vehicle proved unsatisfactory (a

pre-owned vehicle he purchased from us) by facilitating the purchase of his new Jeep. At his request,

we have attempted to facilitate his wish to trade the Jeep for a pickup truck. Unfortunately, lender

constraints limited him to financial considerations that were unsatisfactory. As always, we will continue

to serve Mr. [redacted] to the best of our ability.

Review: On July 10, 2015 about 5am, as we were travelling to [redacted]. At about 7am, we were in Virginia, my car began to run hot. My daughter was driving. We stopped at a gas station, looked under the hood, then added antifreeze. We drove back onto the interstate, the car started to overheat again. We called the insurance company who told us to take the car to the Dodge dealer in [redacted] which is only 10 miles away. Lucky for us, a gentleman stopped to help who happened to be from [redacted] but grew up in [redacted] and he was headed to the dealership himself to get a trailer hitch put on. He added water to the radiator, then led us there. The car did not run hot. We did not know it at the time, but the air conditioner was causing the car to run hot. Anyway, we get to the dealership, the shop technician said that it needed a cooling system service, a thermostat, flush the radiator and a radiator fan module. He said he would have to order the radiator fan module. It would not be in until the next day. We needed to be on [redacted] today. The dealership arranged for us to rent a car from [redacted] We go to [redacted] and return Friday morning, 10am, July 12. The car was not repaired. The service manager stated the part had just arrived. Okay. So around 12 noon, they said the car was ready. They charged $915.27. We paid. We transfer our bags from the rental car to our car. We return the rental car to [redacted] We get on the interstate, the car begins to overheat. We pull over, turn everything off, including the air conditioner. We continued to [redacted] and made it home safely. We rode without the a/c. The car is still overheating so we took the car to the Dodge dealership in [redacted]. They could not see that any work was done. They replaced the radiator, thermostat, antifreeze and did a radiator flush. They charged $526.97. The [redacted] Dodge dealership paid $263.49. I paid $226.97. Therefore, I feel that I should get a full refund from the [redacted] Dodge Dealership. They were untruthful.Desired Settlement: I am seeking a full refund from the [redacted] Dodge Dealership.

Business

Response:

Mrs. [redacted] had her 2003 Dodge Neon with 132038 miles on it towed to our repair facility on 07/10/2015. We diagnosed the overheating condition as debris in the cooling system and the radiatior fan not operating properly. We recommended replacing the radiator fan, Thermostat, and perform a cooling system service. The vehicle was driven and tested after repairs were completed and was found to be operating properly. On 07/14/2015 Mrs. [redacted] informed us that the vehicle had overheated again and it was recommended for her to replace the radiator, thermostat, and perform a cooling system service. We reimbursed Mrs. [redacted] $263.49 at that time which was the amount of the repairs we had done that needed to be completed again. The fan motor we replaced was still operating properly and I do not feel we owe a reimbursement for that part of the repair. However the vehicle came in overheating and we did not fix all the problems with the cooling system. With that in mind we will be refunding Mrs. [redacted] the remainder of $651.75 which is the total for the repairs we completed less the amount we already reimbursed($915.27-$263.49).Thank You,[redacted]General ManagerDirect Chrysler Dodge Jeep Ram

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,