Insulation Pro

Mr [redacted]’S 2008 Dodge Nitro...

had an engine replacement on November 29, 2016 at 105,331 miles. The vehicle returned to West Herr Dodge on Saturday August 28, 2017 with 117,400 miles on it with a no start concern. Upon initial diagnosis, we found oil leaking at the oil pan, and oil spray in the engine compartment (see attached pics). We diagnosed the vehicle with a rear main seal leak causing internal engine failure due to oil starvation. We submitted a case to Chrysler on Tuesday August 29th with our findings. They requested oil change receipts and an engine teardown for further failure diagnosis at the customers expense prior to authorizing. We found that the oil filter was a mopar filter that came with the remanufactured engine from Chrysler. We found and saved 2 quarts of dirty oil in the oil pan. Upon teardown, we found that the rear main seal was not the cause of failure. The failure was from the oil pan leak which caused the starvation that caused a spun rod bearing that created the no start. Customer could not come up with the required 2 oil change receipts and their warranty claim was denied by both Chrysler and their extended warranty company. We repriced the engine replacement at a discount and presented to Mr. [redacted], who denied the repair. We have since offered $500.00 of dealership funds towards the repair as a customer goodwill.

West Herr has continuously tried to aid in solving the customer concerns in this situation, and is still trying to resolve the customer concerns at this time. West Herr has invested time, money and several hours of employee focus to aid in resolving the customer’s issue, and the last time the...

vehicle was at our location we could not duplicate her concerns. We have advised the customer on their financial situation, and continue to have open communication with the customer to do what we can to help.

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.  Regards,  [redacted]