Sorg Dodge Inc.

Initial Business Response /* (1000, 8, 2016/02/03) */
Contact Name and Title: Ryan [redacted] GM
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@sorgcdj.com
Mr. [redacted] did in fact bring his truck in to have the transmission fluid changed as stated. We performed the work as requested. The customer...

brought to our attention that within just a short amount of time the transmission was not functioning properly. After further research it was determined that the technician that had performed the transmission service had used the incorrect fluid for Mr. [redacted]'s Ram. We took full responsibility for this error and paid to have the transmission fluid drained, flushed, and refilled with the proper fluid. As a courtesy to our customer for the inconvenience and peace of mind [redacted] Dodge purchased an extended warranty on behalf of Mr. [redacted] for his truck. The customer then contacted us again stating that the transmission was in his opinion not functioning properly. So we instructed him to take it to the nearest Dodge dealer which happened to be [redacted] in Yuma, Arizona. The dealer inspected the truck and informed us that the truck was functioning properly and no problems were detected. A Chrysler representative was also requested to inspect the transmission and determined that there was also no damage. The information communicated to us from the dealer directly stated "test drove vehicle, check transmission fluid, check for codes, no codes present at this time, fluid quality is ok. Remove and disassemble transmission per customer request, inspect all clutches, no signs of slippage found, replace transmission per customer request." Mr. [redacted] was not satisfied with either trained professional's diagnosis and requested that the transmission be replaced regardless. So after the vehicle was inspected by a factory trained professional as well as a manufacture representative that determined that there was nothing wrong with the transmission it should not be my responsibility to pay for something that was determined to not need repair or replaced. The customer chose to have the transmission work completed against professional advice and should be responsible for the bill. The work order that was sent to us from Fisher Dodge is available if requested. Thank you.
OFFER:
None
Initial Consumer Rebuttal /* (3000, 10, 2016/02/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I would like to start by quoting from page 448 in my 2008 Dodge Ram Truck Owner Manual.
Quote "CAUTION! Using a transmission fluid other than the manufacturers recommended fluid may cause deterioration in transmission shift quality and/or torque converter shudder. Using a transmission fluid other than the manufacturers recommended fluid will result in serious damage to the transmission." End quote.
I was told by Sunbelt Chrysler of Lake City Florida and Fisher Chrysler here in Yuma Arizona that using the wrong fluid could cause damage to the seals and/or torque Converter.
Sorg says they purchased an extended warranty on my truck as a courtesy to me. I think they purchased it because they knew we were going to have more problems and they were hoping to get Mopar to pay for their mistake. We drove from Texas to Yuma Arizona with the transmission slipping in 3rd and 4th gear.
Sorg was right. When the transmission was disassembled there was no visible sign of damage. The fluid was clean, but it had only been driven under 4000 miles since it was changed.
Before the Mopar warranty representative inspected it they told me if there was any thing broken they would cover it but if the problem was the seals or torque converter or anything else from the wrong fluid they wouldn't cover it because it was Sorgs mistake for putting the wrong fluid in. Evidently Sorg does not employ "factory trained professionals".
We were advised by Fisher Chrysler to replace with a remanufactured transmission as we would continue having problems if we put the old one back together. I guess I should have driven it until it quit but didn't want to be stranded along the road somewhere.
Final Business Response /* (4000, 12, 2016/02/16) */
Contact Name and Title: Ryan [redacted] GM
In the quotes provided by the customer it clearly states that the use of unrecommended transmission fluid "may cause deterioration" and the dealer said that "using the wrong fluid could cause damage." However, the fluid was changed back to the manufacture's recommendations almost immediately and both the technician from the Dodge dealership in Yuma Arizona and the Mopar Manufacture Representative said that there was no signs of damage or slippage. Furthermore, there were also no warning codes present in the cluster which would have indicated a problem. The customer elected to have the transmission replaced as a preventative measure for issues that they anticipated "could" happen but could not be confirmed by the Mopar Manufacture representative or the Chrysler certified technician from Fisher Dodge. The transmission was functioning to factory specifications, no diagnostic trouble codes existed, the customer concern could not be duplicated and after the transmission was torn down there were no signs of necessary repairs needed. The customer requested the transmission replacement on his own accord. We feel that the actions we have taken thus far are complete and are offering no further assistance.
OFFER: