North Jersey Truck Center

I am rejecting this response because: The DEF issue was the secondary issue that was brought to our attention after the vehicle spent weeks at their facility All of the sudden, the DEF tank had water in it which could've accumulated or been intentionally put into the system while in their possession The freight charge that they are giving back to us was only granted because we complained to the manufacturer This was an overnight shipping charge incurred because their only Mitsubishi mechanic was on vacation (which we later learned from the Mitsubishi representative and not the dealer) It shouldn't be the burden of the owner to pay costs associated with the dealers incompetence

This vehicle was towed into our service facility for engine problems and basic performance issues. After a great deal of diagnostic time, it was determined that water was in the DEF tank, which is a serious issue and can cause major issues. Fortunately it was caught early enough to avoid major... problems and we were able to repair the vehicle. When the vehicle came in, we did verbally estimate approx $500 in repairs, prior to knowing the extent of the problem. Not including tax and freight, the invoice still came close to that original estimate. We also did offer to refund the customer $50 in freight charges, and that offer still stands as they have not returned our attempts to contact them. Working on todays complex trucks and engines can be very complicated and time consuming. An invoice for about $750 for a problem that could have been very serious was actually very reasonable. We regret the customer feels cheated, and would offer a free oil change as a good faith gesture.

I am rejecting this response because:
The DEF issue was the secondary issue that was brought to our attention after the vehicle spent 2 weeks at their facility.  All of the sudden, the DEF tank had water in it which could've accumulated or been intentionally put into the system while in their possession.  The freight charge that they are giving back to us was only granted because we complained to the manufacturer.  This was an overnight shipping charge incurred because their only Mitsubishi mechanic was on vacation (which we later learned from the Mitsubishi representative and not the dealer).  It shouldn't be the burden of the owner to pay costs associated with the dealers incompetence.

This vehicle was towed into our service facility for engine problems and basic performance issues. After a great deal of diagnostic time, it was determined that water was in the DEF tank, which is a serious issue and can cause major issues. Fortunately it was caught early enough to avoid major...

problems and we were able to repair the vehicle. When the vehicle came in, we did verbally estimate approx $500 in repairs, prior to knowing the extent of the problem. Not including tax and freight, the invoice still came close to that original estimate. We also did offer to refund the customer $50 in freight charges, and that offer still stands as they have not returned our attempts to contact them. Working on todays complex trucks and engines can be very complicated and time consuming. An invoice for about $750 for a problem that could have been very serious was actually very reasonable. We regret the customer feels cheated, and would offer a free oil change as a good faith gesture.