Susquehanna Chrysler Dodge Jeep Ram

The customers *** was in for a pinion seal replacement on 4/27/with 77,milesDuring that repair visit we had noted during our multi-point inspection that the front pinion seal was leaking fluid out of the differentialThe vehicle had been in again on 8/04/with miles
for needed maintenanceDuring this maintenance repair, our dealership performed a multi-point vehicle inspectionAt that time there were no visual signs noted during the Multi-Point inspection indicating the previous repair had failedThe pinion seal that was repaired months prior was not leaking and the customer had not made any mention of noiseThe next customer visit was on 1/09/with milesIt had come in specifically for the noise being reported while in 4wdOur technician reviewed the customer concern and determined the noise was internal in the differentialThe pinion seal was not leaking and nor was there any play in the pinion bearing which would be a possible indicator of improper workmanship on our partAfter reviewing the technicians findings, it had been determined the current customer concern was due to an internal failure of the differential and was not a result of the repair made previously by Susquehanna AutoThat information was communicated to the customer and to FCADue to our research and findings upon reviewing the vehicle, Susquehanna Auto feels strongly that the failure was not due to workmanship and is not willing to reimburse the customer

*** *** was provided contact information for our Sales Manager, Kyle D*** to explore the opportunities to trade her vehicle.? To ensure that Kyle recognizes the situation, *** *** was asked to provide a copy of the August 31, letter from Susquehanna Auto Inc.Damian **? W***Vice President / Dealer OperatorSusquehanna Chrysler Dodge Jeep Ram

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered]
? Complaint: ***
I am rejecting this response because: The condition of the hinge, which never caused any problems to previous mechanics, has absolutely nothing to do with the damage to door and fender, which is solely caused by brute force being applied by an incompetent service person through wedging an inproper tool, possibly a screwdriver or tire iron, between door and fenderThe car was brought in with no damage to the body, and I expected to get it back that way.If the condition of the hinge got worse when being operated by the mechanic, it is due to the careless and respectles handling of my vehicle by said mechanic,which again is responsibility of the dealership he works forI want this business to take responsibility for the damage they caused, if they want to be called a reputable car dealership and service station?
Regards,
*** ***

To Whom It May Concern:It is always our goal that our customers are satisfied with their purchases and interactions at our dealership.? Concerning this issue, there is no resolution at this point.? Written correspondence is occurring, and we have requested additional documentation from the
customer.? We will update when a final determination is made.Damian SW***Vice President / Dealer OperatorSusquehanna Chrysler Dodge Jeep Ram

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
 Complaint: [redacted]
I am rejecting this response because:  I will be in contact with the sales manager
Regards,
[redacted]

[redacted] brought her vehicle in on January 25th, 2016 for a transmission concern, oil change and an oil leak. The repair order number was [redacted]. The technician diagnosed the concern as an internal transmission failure that was creating the issue. Technicians’ notes on the repair order are as...

follows:  “Started and road tested cold, the transmission will drop out of gear, slip and just shift badly. pulled in and checked the fluid, it is low, black in color, smells burnt, and has debris on the stick. Scanned the controllers, the PCM has 2 fault codes #1 [redacted] - Loss of Hydraulic Pump Prime, #2 [redacted] - Manifold Tuning Valve Control Performance. With the transmission fluid being low it will set code #1. There is no external trans fluid leak. Filled out a TRANS DIAG SHEET, both the UD & DC CVI's are out of their indexes. There is internal damage to the trans and it will need to be removed and rebuilt or replaced with a reman unit. For code #2 With the scan tool, Cleared DTCs in the Powertrain Control Module (PCM), used the scan tool, actuate the MTV Solenoid Control State. The code did not return active at this time.” Informed [redacted] that until the transmission is disassembled, we can not provide and exact quote, however, a worst case scenario would be $6500 for a new transmission.  [redacted] declined all work on the transmission and picked up the vehicle on February 2, 2016.   Since that date, Customer’s only contact with us was about 8 months later on 8/30/2016.  At that time she stated that another facility stated the only problem with the transmission was the fluid being low, and demanded a refund of her diagnostic charge from February.   Our Service Manager, Ryan S[redacted] explained that we had noted that the fluid is low on the paper work back in January, and that topping off the bad fluid will just be masking the issue with your transmission. The technician’s notes indicate that there is wear occurring internally in the transmission. Technicians finding of debris on stick, black transmission fluid, and out of spec CVI (clutch Volume Index) are all symptoms of internal transmission failure.  We stand by our original, well documented diagnosis and will not be providing a refund. Susquehanna works hard at providing a high quality mechanical service and doing business the right way.  We believe strongly that we succeeded in this instance.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:Had your service department listened to me when I made the 1st appt there would have been no need for appointments 2 and 3!!!I told your service dept that [redacted] said it was the PCM and my online research pointed to the PCM.  With one of the symptoms being that I unhooked the battery 4 different times and the problem would temporarily "fix" itself, which Jarod said was "coincidental".    Your competitor Dodge dealership LISTENED to my concerns and replaced the PCM # [redacted]  with PCM# [redacted]   They fixed the problem in 1 1/2 hr while I waited with a 3pm appt!  As for your statement of no work order being written up for the 3rd visit... No matter what your juveniles at your service department tell you, the appointment is DOCUMENTED by CHRYSLER - JEEP CUSTOMER CARE because THEY set up the appointment 11 days prior, for Monday, July 20 @ 3:15 pm.  If your service department failed to follow procedure, that is something YOU need to address.  As for the valve body being least expensive - WRONG AGAIN!$847.28 for your valve body "fix"$828.18 for your competitor's PCM FIX.Now I ask, which is cheaper???As for "Susquehanna Chrysler Dodge Jeep Ram going "over and above"  by offering the labor to install the PCM is a joke for a 2006 Jeep Wrangler!!!It consists of 2 screws and 4 plugs. Its harder to change a tire...My original complaint stands, however, I will never return to Susquehanna Dodge.   
Regards,
[redacted]

[redacted] was provided contact information for our Sales Manager, Kyle D[redacted] to explore the opportunities to trade her vehicle.  To ensure that Kyle recognizes the situation, [redacted] was asked to provide a copy of the August 31, 2017 letter from Susquehanna Auto Inc.Damian ** W[redacted]Vice President / Dealer OperatorSusquehanna Chrysler Dodge Jeep Ram

To Whom It May Concern:It is always our goal that our customers are satisfied with their purchases and interactions at our dealership.  Concerning this issue, there is no resolution at this point.  Written correspondence is occurring, and we have requested additional documentation from the...

customer.  We will update when a final determination is made.Damian S. W[redacted]Vice President / Dealer OperatorSusquehanna Chrysler Dodge Jeep Ram

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
 Complaint: [redacted]
I am rejecting this response because: The condition of the hinge, which never caused any problems to previous mechanics, has absolutely nothing to do with the damage to door and fender, which is solely caused by brute force being applied by an incompetent service person through wedging an inproper tool, possibly a screwdriver or tire iron, between door and fender. The car was brought in with no damage to the body, and I expected to get it back that way.If the condition of the hinge got worse when being operated by the mechanic, it is due to the careless and respectles handling of my vehicle by said mechanic,which again is responsibility of the dealership he works for. I want this business to take responsibility for the damage they caused, if they want to be called a reputable car dealership and service station.  
Regards,
[redacted]

VIN: [redacted]
Customer: [redacted]
Summary: According to the letter sent to us from Revdex.com, the
vehicle was in for a shifting concern on June 23rd, 2015, again on
June 26th, 2015, and lastly on July 20th, 2015.
First Repair Order – 6/23/15: Vehicle came in for a shifting
concern....

Technician could not reproduce the concern but found there was a shift
enhancement software update for the PCM. Performed Flash and returned vehicle
to customer. Service Manager drove with customer after software flash to verify
if the customer could reproduce the concern he was describing. Customer was not
able to reproduce the concern. Vehicle then left. Customer was charged minimum
diagnostic fee.
Second Repair Order – 6/26/15: Vehicle returned. Customer
stated concern is still there. Brought vehicle back in for us to verify and
continue our diagnosis. Technician was only able to detect minor shift concern
from 1st to 2nd gear once. There were no diagnostic
trouble codes and the issue did not reappear. Technician was not able to
reproduce and continue to diagnose the concern. Technician informed service
advisor Jarod that it’s possible it could be a valve body or internal
transmission concern. Jarod relayed that information to the customer about what
the technician believes it could be. Jarod suggested valve body as it was a
cheaper repair. Customer is stating that Jarod said if we were wrong we would
not charge the customer. That is not the case and was not said. Technician was
not certain what would fix the concern since he was only able to duplicate a
slight harsh shift once. We would not back a repair without a confirmed
diagnosis. Customer is responsible for the valve body replacement on this
repair. Technician or the service manager was not able to reproduce the concern
after the repair either.
Third Repair Order– 7/20/15: There was never a repair order
generated for this date. Customer left vehicle sit overnight and came in on Monday
to test drive with service manager. Customer was able to reproduce the concern
twice with service manager. Service manager asked if it was ok to keep vehicle
at the dealership for further diag and research with Chrysler’s technical
support team. Service manager stated he would not charge the customer for any
more time and offered to replace the PCM for no labor charge and just parts
cost. Customer declined offer and took vehicle with him. Service Manager offered
the no additional labor charge as a gesture in an attempt to smooth things over
for the customer satisfaction issue. Susquehanna Chrysler Dodge Jeep Ram tries very hard to satisfy customers.  We went over and above to try to address and satisfy [redacted]'s concerns and were mistreated in response.  We will continue to place customer satisfaction as the keystone to a successful business. If you have any farther questions, please contact me by email at [redacted]@susqauto.com.Sincerely,Damian *. W[redacted]Vice President / General ManagerSusquehanna Auto Inc.

To whom it may concern:
We had immediately committed to reimbursement for a lost key.  However, our processes and people failed to follow through on that commitment.  There are no valid excuses.  The reimbursement and apology has been mailed to [redacted]...

[redacted]
Damian *. W[redacted]
Vice President / General Manager
Susquehanna Auto Inc.

To whom it may concern:We had immediately committed to reimbursement for a lost key.  However, our processes and people failed to follow through on that commitment.  There are no valid excuses.  The reimbursement and apology has been mailed to [redacted]Damian *. W[redacted]Vice...

President / General ManagerSusquehanna Auto Inc.

After reviewing our documents, it is determined that while the vehicle was in for repairs, the technician had installed 9 quarts of automatic transmission fluid indicated on the customers repair documents. The particular transmission requires a max fill of 9.72 quarts. Only 9 quarts was added...

because there will be fluid that remains in the torque converter during the repair we performed. What the customer is describing as the vehicle concern after the valve body replacement was also determined to be normal operation under that customers described extreme driving situation. The customer had duplicated the concern by suddenly applying the brakes in effort to have the vehicle come to a complete stop. We had discussed with the customer that the transmission under that extreme circumstance is unable to quickly and smoothly shift to the appropriate gearing. The vehicle had not exhibited a shift concern under any other normal driving circumstance. Our review of the situation did not reveal any errors in repair or misdiagnosis, and therefore we decline to reimburse [redacted] and expense incurred at another facility.Damian ** W[redacted]Dealer PrincipleSusquehanna Auto Inc.

Review: On 22Feb2013 Susquehanna Chrysler replaced the alternator on my 2001 Ford Ranger with a rebuilt alternator. On 8Oct2013 [redacted] had to repair fire damage and replace the alternator which was installed 22Feb. When I paid the bill I was informed that it was still under warranty and I was given the alternator to take back to show Susquehanna Chrysler. After three visit and calls I have not succeeded in receiving any reimbursement. Even though communications were polite and they still have the alternator core which should be returned to [redacted], it seems like they just want me to go away and not deal with the warranty.Desired Settlement: Reimbursement of the $1068.25 it cost me to repair the fire damage to my truck

Business

Response:

To whom it may concern,

Review: My trucks transmission was repaired on August 21, 2012 by Susquehanna Doge. The transmission failed again and needed repaired in Feb 28, 2013 related to the same failures that occurred in the original transmission that was repaired in August 2012. The transmission needed repaired for the third time in November 2013. Susquehanna Dodge refused to cover the cost of this repair for the transmission - they stated that the millage was over and that it was over the year warranty. The year warranty should go from the second repair in Feb 2013 and not the repair in Aug 2012. That being said the millage and the year should have started over after the second transmission repair. Susquehanna Dodge refused. We had to take the truck to another repair shop to have it repaired. In one year we had to pay for the same transmission to be repaired twice. We are looking to get a refund for the failed repair of the transmission by Susquehanna Dodge.Desired Settlement: We are looking to get a refund for the failed repair of the transmission by Susquehanna Dodge which would be $3600.00

Business

Response:

VIN: [redacted]

Customer: [redacted]

Summary: According to the letter sent to us from Revdex.com, the

vehicle was in for repairs on August 21, 2012, again on Feb 28, 2013, and

lastly in November, 2013. This information is not correct.

First Repair – 2/28/12: Vehicle came in for 2nd

gear slipping at times. Technician found that the transmission had an internal

failure in the transmission, requiring the transmission to be rebuilt.

Second Repair – 8/21/2012: Vehicle came in for when putting

vehicle into gear it feels like it wants to push vehicle ahead with brake on.

Technician had found a faulty converter was the issue. The failed converter had

caused the transmission coolers to clog and they needed to be replaced as well.

This repair fell under the 12month 12,000 mile [redacted] parts warranty and was at

no charge to the customer.

Third Repair – 10/02/2012: Vehicle had small leak coming

from trans cooler hose. Hose needed to just be tightened, toped of small amount

of lost fluid, test drove vehicle and re-checked for leaks. No leaks after

tightening up transmission cooler hose clamp.

The customer did speak to the previous service manager in

November of 2013 about having another issue with the transmission. Nevin had

informed the customer that the [redacted] parts warranty would not cover any repairs

needed since his 12 month 12k mile warranty had expired by time. The warranty

states that the parts are covered from the original installation date, which

was 2/28/2012. That means [redacted] would have had coverage on those parts up

until 2/28/2013, permitting he had not exceed the 12k mile portion of the

warranty.

Susquehanna Auto tries very hard to satisfy customers. In this case, because the parts warranty had expired, we were unable to provide the repair work under warranty perimeters. If you have any farther questions, please contact me by writing or email at [redacted] or by phone at [redacted].

Sincerely,

Vice President / General Manager

Susquehanna Auto Inc