Greenbrier Motor Company

Revdex.com: I have reviewed the response 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 This does not correct the issue And I did not wait until 7/to notify them that the problem was not corrected I have the phone records to prove I picked up the truck on 6/and called 6/ Their timeline is not correct This squealing sound only occurs when the exhaust brake is on and engages heavily while braking during towing When I drove the vehicle home, I obvioulsy did not have a trailer to create these circumstances On 6/15, I went after a load of lumber and while towing it home with the exhaust brake engaged, I noticed the exact sound from the earlier complaint again, and called the dealership I was told that service would call me back to discuss Which they never didAfter wating a week or two I called again and talked to [redacted] the salesman who sold me the car, he got service on the line, and they said I would have to bring the truck back in, so since I am hr min away they said: "the next time you are going to be in Lewisburg, let us know and we will work it in" Fair enough, until a week or two later when we where going to be in town and I called, they said it would be two weeks until I could get an appointment ( not what they previously mentioned about "working it in") I stated I would have to look at my schedule and call them the following week to see if we would be back in lewisburg on business Thus started the back and forth of everytime I call they are two weeks outFinally After talking to the [redacted] on July 20, and complaining enough he talked to the service manager and said if I could arrange to drop it off they would work it in the next week So on July 28th I called to say I would be in the area on business and could drop it off and they said they couldnt guaranty they could look at it it might have to be in the shop for a couple weeks til they could get around to it That was not acceptable, as I use this vehicle for my livelihoodI got ahold of [redacted] again on 8/and he said to drop it off and they would do there best to look at it, which I did on 8/4, and now they want to charge me to fix the problem they did not fix in the first place, stating it should have been in there sooner under these conditions They never once stated that it was a major problem, only said to bring it it the next time I'm in the area They did not seem pressed to get it back in, so I assumed it was not a major issue and they would correct it once we could come together on scheduled since this problem and symptoms were reported before their warranty was up Not only that but they had the truck in the shop to fix this problem, and their remedy did not cure this problems This should be covered at their expense since they could not correct the issue when they had the truck in the shop the first time for this problem Regards, [redacted]

To *** ***: Writing back on concern submitted to you on 8/5/with concern assigned ID # ***This *** came in our shop 5/19/with miles with concern of vibration in which we started diagnosing and done a recall about two hours into diagnosing customer
said he didn't have time to wait for us to finish he had a job he had to get to Truck then returned on 6/4/2015, miles on it for vibration concern and added that he had a concern of loud squeal from exhaust brake in which we diagnosed and repaired both vibration and exhaust leak at EGR cooler at no cost to customer Then customer called in around the week of the 20th of July with concern of squeal noise and we were booked up for about two weeks but was told it he would bring it and leave it with us we would work him in He then called back and talked to our tech and described the problem and he was told that he was just going to have to bring it in so we could diagnose it He then brought truck in on 8/4/with miles and we found exhaust manifold leaking at #port in which he stated had been leaking since he left but had been drove miles If it had been leaking since 6/4/we told him he should have come back then but by the evidence on side of engine tech stated it had been leaking maybe for a couple of weeks or so and progressively getting worse We took care of all repairs and more than we told him we would take care of on his second returnService Manager *** ***

Revdex.com:
I have reviewed the response 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.
This does not correct the issue.  And I did not wait until 7/20 to notify them that the problem was not corrected.  I have the phone records to prove I picked up the truck on 6/08 and called 6/15.  Their timeline is not correct.  This squealing sound only occurs when the exhaust brake is on and engages heavily while braking during towing.  When I drove the vehicle home, I obvioulsy did not have a trailer to create these circumstances.  On 6/15, I went after a load of lumber and while towing it home with the exhaust brake engaged, I noticed the exact sound from the earlier complaint again, and called the dealership.  I was told that service would call me back to discuss.  Which they never did. After wating a week or two I called again and talked to [redacted] the salesman who sold me the car, he got service on the line, and they said I would have to bring the truck back in, so since I am 1 hr 45 min away they said:  "the next time you are going to be in Lewisburg, let us know and we will work it in".  Fair enough, until a week or two later when we where going to be in town and I called, they said it would be two weeks until I could get an appointment.  ( not what they previously mentioned about "working it in").  I stated I would have to look at my schedule and call them the following week to see if we would be back in lewisburg on business.  Thus started the back and forth of everytime I call they are two weeks out. Finally  After talking to the [redacted] on July 20, and complaining enough he talked to the service manager and said if I could arrange to drop it off they would work it in the next week.  So on July 28th I called to say I would be in the area on business and could drop it off and they said they couldnt guaranty they could look at it it might have to be in the shop for a couple weeks til they could get around to it.  That was not acceptable, as I use this vehicle for my livelihood. I got ahold of [redacted] again on 8/3 and he said to drop it off and they would do there best to look at it, which I did on 8/4, and now they want to charge me to fix the problem they did not fix in the first place, stating it should have been in there sooner under these conditions.  They never once stated that it was a major problem, only said to bring it it the next time I'm in the area.  They did not seem pressed to get it back in, so I assumed it was not a major issue and they would correct it once we could come together on scheduled since this problem and symptoms were reported before their warranty was up.  Not only that but they had the truck in the shop to fix this problem, and their remedy did not cure this problems.  This should be covered at their expense since they could not correct the issue when they had the truck in the shop the first time for this problem.    
Regards,
[redacted]

This letter is in response to case id: [redacted] We received [redacted] truck on 11/25/2016. He had left it overnight with a concern of message coming up on dash for service needed for DEF system. He contacted us early that morning asking us to look at his truck as soon as possible so we got it...

in that morning without an appointment to provide good service for someone traveling through our area. Upon inspection we found code P207F in the trucks PCM which 1 have attached a copy of the diagnostics procedure for this code as well as a bulletin of what to do in such a case. Upon testing of the fluid with a refractometer and a hydroscopic test strip we determined the fluid quality to be out of specified range. We then called the customer and advised him of the situation and asked for his permission to remove the tank and pump assembly to perform further inspection at this time he was advised that repair would not fall under warranty parameter's due to possible contaminated fluid. He agreed to the removal and inspection of tank. Upon inspection of the tank and pump we found the electrode heater elements to be distorted as shown in figure attached the fluid felt oily and had a sticky feeling to it, we also removed the injector assembly and found it to be stopped up by deposits of the fluid. We then called [redacted] and explained to him what we found and provided him an estimate of repairs at that time, [redacted] did agree to repairs and did ask for a sample of the fluid which my technician did save in a glass beaker but could not find a suitable container at that time he did have a water bottle drying out but had not poured the fluid into as of that evening. We completed the repairs the same day and contacted [redacted] and told him the final total nothing was said about picking up on the 26th which was a Saturday in which is not during our tech's normal schedule nothing was mentioned about saving old parts during any conversation with the customer. The service advisor that he dealt with on Saturday could not find the sample for the customer and tried to contact the technician but got no answer, the customer was asking for his old parts at that time which had been discarded on Friday evening. [redacted] called [redacted] on Monday complaining about the repair not being covered by warranty which Chrysler contacted us about, we told them our test results and they said the same thing that it was not warrantable repair due to outside influence of DEF fluid and explained to him in the same manner we had already done. We do apologize about the sample issue but in our defense we was not aware of customer picking up outside of normal business hours. It is not in our practice to perform tests that are not under [redacted] guidelines for such issues and we do feel we treated the customer fairly and contacted the customer upfront before any repairs were performed. [redacted] Service Manager