MicroCel International

Mr. *** came to Brickner’s of Antigo on 5/11/2017 seeking warranty coverage on a condition that he had diagnosed, obviously by someone other than a franchised facility, and was looking for warranty coverage. Brickner’s of Antigo is a Customer First Award for Excellence Recipient and has... earned the power to offer Good Will Warranty for customers meeting the criteria. [redacted] , Service Manager extended the “good will” repair in hopes of creating a relationship with Mr. *** for his future vehicle purchases as well as repairs of vehicles with Brickner’s of Antigo, even though he was out of warranty by almost a year and by 5128 miles. The total repair came to $3579.49 of which Mr. [redacted] was responsible for a $500 deductible as per their agreement.We verified his concern with the truck and as per Warranty protocol. (See RO # *** that is attached), we performed the procedure as agreed upon.Notice on the RO that the vehicle mileage in is 105128 and mileage out is 105133, which is because the vehicle was road tested to be sure the warranty operation had fixed the concern. Mr. [redacted] did come back with a engine miss concern and it was recommended to change the plugs, as that may be his problem and that would be the first and least expensive thing to check. (Warranty does not cover spark plugs and they probably were the original ones so were due to be changed). Mr. [redacted] left expressing his feelings in a not very professional manner. We still would extend the offer to address his concern and if it is something directly related to the repair, we may be able to cover under warranty, otherwise Mr. [redacted] would be responsible for any repairs.We fixed a concern with new parts that performed to OEM specifications and it is working with an engine that has 105128 miles on it. That can compromise worn components. Note that that concern was never addressed again in the future with Brickner’s. When the truck was repaired for the good will repair, the air conditioning system was evacuated in order to perform the repair and re-charged after the repair. If the system had a significant leak when we recharged the system, the machine used to charge the system will default and not let the operation be performed. Thereby reinforcing that Brickners did not damage his system. We diagnosed the A/C concern on 6/12/2017 as per attached RO # 57271 with mileage of 106238, and the evaporator, which is located behind the fire wall, was leaking internally. The compressor, which has to be taken off the engine to perform the fix, has lines that go to the receiver dryer which is securely mounted to the body of the truck and then lines go to the evaporator making the accused damage highly unlikely. Evaporator cores generally fail due to moisture and debris contained in the evaporator box. Mr. [redacted] feels that since we did evac and charge the A/C system, that is what caused the evaporator to go bad and we should be responsible. Is it possible that by evacuating and re-charging the system that it compromised a susceptible evaporator core? Absolutely, especially on a system that is of that age and mileage. And if that did happen we would not be responsible as we could not prevent it.Often repairs to a vehicle will cause related things to fail. That’s a fact of the business. Just as a doctor performs a procedure other concerns can develop as a result of that procedure.Is it possible that Mr. [redacted] could have caused the leak when he changed the spark plugs? Anything is possible as we have stated before, but not likely. After conversation with a Master Certified FCA technician a A/C leak could not be heard by a hissing other than if a line was blatantly broken which it was not. If the hissing sound he heard would have happened to be refrigerant, the leak would have had to have started very close to the time he heard it as there is only 1.6 lbs. not liters of refrigerant in the system and would leak out in a very short time frame. As far as conversations with [redacted] , who works at a different dealership which is not the “main office” as referred to by Mr. ***. [redacted] would not have had the information at his finger tips to make a decision to the accusations and threats by ***, but did indeed follow up with [redacted] who is the service manager at Brickners of Antigo where the work was performed and agreed with Joes decision. We apologize for the unforeseen circumstances and assure you we have the customer best interest in mind and is evident in the good will gesture.To help Mr. [redacted] with his A/C problems Brickner’s of Antigo would be willing to discount the A/C work that needs to be done by 20%. Thank You, [redacted]

Revdex.com:
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.
As far as the matter is concerned I feel as the refrigerant leak was noticed within hours of receiving my vehicle. My vehicle held Freon before the repairs and will not after the repairs. Knowing that extensive work is involved in pulling the dash and replacing the part I am sure that some places would like to see if they could get one over on the customer. Just like the 2 heater hose standoffs that I found broken off when I changed out the plugs. But if I had not changed them out I guess I wouldn't have known that either. The fact remains that I only have 105000 miles on my vehicle (and came from California and has only been in WI for 2 years, so it doesn't have any rust or other problems that might cause metal fatigue) and Brickner's treats that as if it is worn out and time for a new vehicle. Yes, I got rude after they charged me $55 to tell me that they didn't cause the A/C damage and I  probably did while changing out the plugs (which the response said wasn't likely). They didn't mention the Service manager being rude and telling me how he got in trouble for extending my warranty and that I was nothing but trouble since the day he "helped" me. Is wanting your vehicle repaired correctly a problem for them? I would like to also say that the repairs I took it in for are a manufacture defect that has been occurring on the HEMI engine since 2003 and should have been recalled or redesigned long ago. The second I mentioned the problem to 3 separate mechanics they all told me that those engines were known for loosing a lobe on the camshaft. So I don't feel that the dealer was so far off in extending the warranty (might save a class action lawsuit). If a company won't stand behind their work it isn't a company that I want to do business with.
Regards,
[redacted]

Mr. [redacted] came to Brickner’s of Antigo on 5/11/2017 seeking warranty coverage on a condition that he had diagnosed, obviously by someone other than a franchised facility, and was looking for warranty coverage. Brickner’s of Antigo is a Customer First Award for Excellence  Recipient and has...

earned the power to offer Good Will Warranty for customers meeting the criteria.  [redacted], Service Manager extended the “good will” repair in hopes of creating a  relationship with Mr. [redacted] for his future vehicle purchases as well as repairs of vehicles with Brickner’s of Antigo, even though he was out of warranty by almost a year and by 5128 miles. The total repair came to $3579.49 of which Mr. [redacted] was responsible for a $500 deductible as per their agreement.We verified his concern with the truck and as per Warranty protocol. (See RO # [redacted] that is attached), we performed the procedure as agreed upon.Notice on the RO that the vehicle mileage in is 105128 and mileage out is 105133, which is because the vehicle was road tested to be sure the warranty operation had fixed the concern. Mr. [redacted] did come back with a engine miss concern and it was recommended to change the plugs, as that may be his problem and that would be the first and least expensive thing to check. (Warranty does not cover spark plugs and they probably were the original ones so were due to be changed). Mr. [redacted] left  expressing his feelings in a not very professional manner. We still would extend the offer to address his concern and if it is something directly related to the repair, we may be able to  cover under warranty, otherwise Mr. [redacted] would be responsible for any repairs.We fixed a concern with new parts that performed to OEM specifications and it is working with an engine that has 105128 miles on it. That can compromise worn components. Note that that concern was never addressed again in the future with Brickner’s. When the truck was repaired for the good will repair, the air conditioning system was evacuated in order to perform the repair and re-charged after the repair. If the system had a significant leak when we recharged the system, the machine used to charge the system will default and not let the operation be performed. Thereby reinforcing that Brickners did not damage his system. We diagnosed the A/C concern on 6/12/2017 as per attached RO # 57271 with mileage of 106238, and the evaporator, which is located behind the fire wall, was leaking internally. The compressor, which has to be taken off the engine to perform the fix, has lines that go to the receiver dryer which is securely mounted to the body of the truck and then lines go to the evaporator making the accused damage highly unlikely. Evaporator cores generally fail due to moisture and debris contained in the evaporator box. Mr. [redacted] feels that since we did evac and charge the A/C system, that is what caused the evaporator to go bad and we should be responsible.   Is it possible that by evacuating and re-charging the system that it compromised a susceptible evaporator core?  Absolutely, especially on a system that is of that age and mileage. And if that did happen we would not be responsible as we could not prevent it.Often repairs to a vehicle will cause related things to fail. That’s a fact of the business. Just as a doctor performs a procedure other concerns can develop as a result of that procedure.Is it possible that Mr. [redacted] could have caused the leak when he changed the spark plugs? Anything is possible as we have stated before, but not likely. After conversation with a Master Certified FCA technician a A/C leak could not be heard by a hissing other than if a line was blatantly broken which it was not.  If the hissing sound he heard would have happened to be refrigerant, the leak would have had to have started very close to the time he heard it as there is only 1.6 lbs. not liters of refrigerant in the system and would leak out in a very short time frame. As far as conversations with [redacted], who works at a different dealership which is not the “main office” as referred to by Mr. [redacted].[redacted] would not have had the information at his finger tips to make a decision to the accusations and threats by [redacted], but did indeed follow up with [redacted] who is the service manager at Brickners of Antigo where the work was performed and agreed with  Joes decision.  We apologize for the unforeseen circumstances and assure you we have the customer best interest in mind and is evident in the good will gesture.To help Mr. [redacted] with his A/C problems Brickner’s of Antigo would be willing to discount the A/C work that needs to be done by 20%. Thank You,[redacted]

Revdex.com:
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.
The leak in the air conditioning system gets worse when upward pressure is put on the lines that run over the top of the head and valve cover assembly that Brickners removed. The lines are located inches above the valve cover and would have been a tight fit to remove the valve cover and cylinder head. We both know the reason this is an issue is because it requires the dash to be removed which is extensive maintenance. I have checked with other dealer garages in the area and have found out that you can in fact service the air conditioner with a leaking system. This was found within 3 hours of picking up the vehicle. I find it hard to believe that a Dodge is "worn out" at 105,000 miles. Especially since it spent all but the last 2 years in the Californian desert. I just want to get this resolved and not have to take Brickners to court. I would drop the issue in return for the repair costs refunded. This would give me half of the money to get my trucks air conditioner repaired and that would not be worth my time to purse the issue any further.
Regards,
[redacted]

Brickner’s did a repair that involved evacuating the A/C system so we could move A/C condenser located in front of the engine, and set the compressor on the left side of the fender-well to perform the repair. The evaporator is in the dash inside the cabin on the right side, behind the firewall. You cannot physically get to the evaporator unless you disassemble the dash and heater housing so we did not touch it. The tech that performed the repair is a top level Chrysler Technician and has over 30 years of experience and we are certain to have done the job correctly. Refrigerant put into the system under the hood is the only thing that touched the evaporator core during the repair and we are not responsible for its failure as we did nothing wrong.We will not fix his air for free and we are pursuing to get the credit card charges for $527.50 reinstated that he canceled. Best regards,[redacted]
Brickner’s of Antigo