Havill Spoerl Chrysler, Plymouth, Dodge, Jeep

Review: • I took delivery of a new, 2014 Jeep Wrangler Unlimited on Thursday, Sept 12th 2013 from Havill Motors. The vehicle, having been ordered approximately 5 weeks prior, arrived with 18 miles on the odometer and was parked on the street adjacent the business on my arrival.

• Two days later, while loading the vehicle for a 2 ½ week vacation, we noted what appeared to be a shallow crack in the front right tire. The crack did not appear deep, nor a major concern; however, given the vehicle had only 72 miles on it, I thought it appropriate to have it checked by a dealer .

• I contacted Havill Motors and spoke with their sales manager, Mr [redacted]. I indicated what I saw and asked if I could take the vehicle into the nearest Jeep dealer to have it checked. He advised it should be returned to Havill to determine if a replacement tire was warranted. Due to the late hour, I did not have time to make the trip to Jefferson that night. The following day the dealership and service department were closed. We also departed for our vacation.

• After returning from vacation on October 3rd, I took the vehicle into Havill the following morning, explaining my concern to the original sales rep, Mr [redacted]. He then directed I drive the vehicle into the adjacent service department and they would take care of it.

• As I pulled into the service area, Mr [redacted] was speaking with an older male behind the service counter. The gentleman did not introduce himself, but appeared to be unshaven, wearing jeans and old Sturgis t-shirt.

• As I parked and walked over explaining what I had observed, I began to say “My first thought is that it was a cut….” when the individual interrupted and stated “That’s exactly what it is”. He made this observation while still behind the counter over 25 feet from the vehicle. I would point out, there is no way to see the crack from that distance (please see attached picture).

• The individual then continued to say, “You hit something. I’m sure … (I do not recall the name he used) offered you a tire hazard warranty, but you probably didn’t pay for it, so this is not going to be covered.”

• I explained that not to be the case, the vehicle was delivered in this condition and based on his statement is not fit for it’s intended purpose. He ignored my response and simply indicated that’s why they sell a road hazard warranty. Any type of tire damage or defect needs to be addressed with the tire manufactured, not Havill or Jeep. He then went on to say I’d need to go to Goodyear and see what they would be willing to do…while he appeared to be mumbling “But it won’t be covered because you hit something.”.

• I would note, this crack/cut was observed on the tire with less than 75 miles on the vehicle, I took delivery of the vehicle in Jefferson with 18 miles on the odometer and drove it home. The following day I drove it to my daughters and back. At no time did I hit any object in the road, nor did any object hit this vehicle.

• I spoke with Mr [redacted], asking who else I could speak with about this, to which he simply shrugged his shoulders and said there was nothing they could do. I indicated this response leaves me no real option other than to escalate my concerns outside of the dealership, to which he stated “Do what ever you need to, we don’t take it personal”.

• I then took the vehicle to Goodyear in Johnson Creek. The Service Manager, after taking a very close look at the tire, opened the crack/cut and both explained and showed me the depth of the damage. He then indicated it was clearly a cut and given the facts, most likely resulted from either loading or unloading from the auto transport. Although he did not have a similar tire in stock, he did locate one at another store in Waukesha. He also offered to remove the tire from the vehicle replacing same with the spare as he indicated the vehicle was not safe to operate in it's current condition.

• I took the vehicle to Discount Tire in Waukesha and had the tire replaced for a cost of $131.85.Desired Settlement: Given the dealerships refusal to offer any assistance in this matter, I was forced to take the vehicle to another facility for repairs. I would now like a full reimbursement of the direct costs.

Business

Response:

Mr. [redacted]-

I reviewed your complaint and I apologize for the essentially lack of caring displayed by my employees in service and sales as it relates to your concern. I take customer complaints very seriously. Our reputation is one of our biggest priorities.

It also sounds like there was poor communication to you as far as the process we must go through when we receive a vehicle from Chrysler. It might have helped give you a better idea as why it is unlikely caused by transport loading/unloading as diagnosed by Johnson Creek Goodyear store. The Goodyear store probably also does not fully understand the process of vehicle delivery and preparation.

When we receive a vehicle off of the transport, the first step in the process is to inspect for content and damage due to transportation. If any there is any damage (body, tires, rims, etc.) The damage is noted on the inspection sheet and the carrier is billed for the damage. In this instance the carrier would have had to pay for a new tire.

Secondly, as part of the pre delivery inspection, one of our technicians must drive the vehicle for a minimum of 10 miles. Once complete they must inspect the vehicle for leaks, mechanical condition, etc. One of those checks is to inspect the tires and wheels. They are looking for defects or damage. Again if the defect/damage was found on inspection either Goodyear or the transportation company would have paid to have it replaced depending on cause.

I checked with the salesperson who checked in your Wrangler and he does not recall seeing any damage to your tires and nothing was noted on the delivery sheet. I also checked the pre delivery inspection report and the technician who inspected your wrangler. Again nothing found or noted. One final thing I did was check with my detailer who was responsible for removing the "blue" coating that comes on Outside White Letter tires, in addition to dressing the tires for delivery. He did not remember seeing anything. He is responsible to ensure that nothing is wrong with the vehicle (paint, condition, etc.) If there is, it is his job is to notify the salesperson to address the issue before delivery is made. I checked with him and he did not recall anything being wrong with the tires.

That is why it is unlikely to be damage by transportation since there are 3 people in the process that would have all missed it. Again, if there was, we have no reason to not replace/fix damage since we are paid to do so by the transportation company since they are the one responsible.

Did the Goodyear store in Johnson Creek or Waukesha provide another explanation for the cause of the crack/cut? Manufacturing defect, etc.? Did you happen to take a picture of the crack/cut? My service manager did explain to you correctly that Chrysler does not warranty tires that they purchase. The actual tire manufacturer is the party responsible for the warranty of the tire they made.

Again, your satisfaction is extremely important to us. If you could please provide me with a little more information, that would be extremely helpful.

Thanks-

Havill Chrysler Dodge Jeep Ram

1121 S. Main St.

Jefferson, WI 53549

Consumer

Response: