Grandy's

The issue relating to the repair of the customer's 2007 Outlander has been resolved. The initial repair was a recall that involved a significant amount of rust. During the repair, the steering gear was unable to be removed from the vehicle without damage; therefore the manufacturer agreed to cover...

that ancillary repair under the initial recall repair.Unfortunately the replacement steering gear was on backorder. We worked with the OEM to try to expedite. The OEM does not provide rental car coverage and Sendell Motors cannot provide free loaner vehicles indefinitely especially when we were not at fault for the rusted steering gear nor that it was on backorder. As soon as the replacement steering gear was available, we completed the repair within a day.

Regarding the complaint, the customer advised that their vehicle had a vibration, but that the tires were new, had been balanced and were inflated to the manufacturer's recommended psi of 50.Given that at least the tire pressure information was incorrect (the recommendation is actually 35), the...

service department did the most logical next step which was to adjust the tire pressure correctly, rebalance and test drive the vehicle. Unfortunately a vibration persisted. The customer was then informed that the axle assembly would need to be diagnosed and that there was some chance it was not a manufacturers defect so there was the possibility of it not being covered under warranty. The customer declined all further work.As far as the length of time for the repair, not only was the vibration issue investigated, but also two recalls were performed. I don't see how the service department did anything incorrect however I will refund the customer on the condition that the vehicle is not returned for future work.