Wabash Valley Chrysler, LLC

Initial Business Response / [redacted] (1000, 5, 2016/11/17) */ Customer brought their vehicle to the dealership with a vibrationUpon inspection our factory trained technician inspected the vehicle and found that the center carrier bearing had failedOur technician then installed the center carrier bearing as instructed by FCA's guidelinesThe bearing is to be installed until seatedThe following is the manufacturer recommendations for any adjustments "Shudder is a symptom associated with vehicles using a two-piece propeller shaftTo decrease shudder, lower the center bearing in 1/inch incrementsUse shim stock or fabricated platesPlate stock must be used to maintain compression of the rubber insulator around the bearingDo not use washersReplace the original bolts with the appropriate increased length bolts." We offered to look at the customer's vehicle with no charge to him and he declinedAs with the guidelines from FCA removing the driveline could cause a vibration that can be adjusted with the proper procedureCustomer did decline an inspection to verify issueThe boot the customer has referenced had been torn and the clamp had been removed before arrival at our dealershipThe customer did state that a previous repair facility had replaced universal joints in the driveline before arrival that would have had the boot removedWe did offer to replace the previously damaged boot and clamp for the customer at no chargeThe customer did decline that offer also Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/11/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) your response about me declining to let you inspect why the vibration was still there is a liethe service manger looked at my truck when I bought it back after noticing the vibrationHe didn't even notice that the bearing had not been installed properlyI have documentation and pictures from Fort Wayne Clutch and Drive line,showing the center bearing needing to be pressed on another 1/inBecause it wasn't pressed on all the way, it put the bearing in a bind causing the vibration.Yes I did have the drive line completely rebuilt XXXXX miles agoYou failed to remember you replaced two pinion seals and rebuilt the entire rear end in April of this yearI know you had to remove the drive shaft in order to work on the differential,I am sure that is when you tore the boot, and didn't bother to replace itYes you did offer to replace the bootBut you couldn't have done that because the center bearing was not installed properly so the boot would only have one install point to use the clamp and that would be on the rear spline.The service manger needs to step up to the plate and be responsible for work not done right.I have the center bearing they installed showing where part of the metal housing had been bent,the boot where you can see where it was cut square with a knife.It was my decision to take the drive shaft to Fort Wayne Clutch and Drive line to have the u joints replaced and also the center bearingI wanted it fixed right.Not like the rear end they worked on to the tune of over [redacted] and it still has a pinion seal leaking This will be number But it won't be repaired by Wabash Valley Final Business Response / [redacted] (4000, 19, 2016/12/19) */ I am sorry for the delayWe didn't receive it as closed until 12-2-The refund would have been sent out at the end of DecemberOnce this case is closed again we will expedite it for youOnce again sorry for the delay Final Consumer Response / [redacted] (2000, 21, 2016/12/20) */ (The consumer indicated he/she ACCEPTED the response from the business.) Thank You for all your help

I bought a Jeep Liberty last week from Wabash Valley ChryslerThe customer service I received from the dealership was extremely poor and bordered on discriminationUpon arriving at the dealership for a test drive the sales associate, Blake, disregarded me and gave me the cold shoulderI wiped that off but things just got worse from thereAfter the test drive I told him I was worried about a sound the car was making and he said he wanted to drive it to hear it for himself and asked me and my boyfriend to get in the carAs I was getting in the back seat he began quickly accelerating while my body was only half way in the jeepI had to pull myself into the vehicle to stop myself from falling out as he acceleratedI could have fallen out and been badly injuredHe smirked afterward acknowledging he understood what happened and gave a half hearted 'sorry'When you go to a small town dealership, you may not a expect star experience but the salesman should at least care for your well being, and after this happened it was clear that Blake did notI didn't want to pass the car by, but I also didn't want to take the poor treatment of the sales associateI decided that the car was worth it and I would go ahead and buy it, and that I wasn't going to let a rude salesman ruin my chance to get the car I wantedI returned to the dealership less than a week later to purchase the jeep and was met with the same rude behavior from BlakeWhen I went to shake his hand he turned around and walked away, called me a b [redacted] under his breath, he rolled his eyes at my boyfriend when we walked in, he didn't offer me a seat and left me standing while he went to get paperwork and was overall demeaning and rudeI felt as though he didn't want to sell me the jeep due to discrimination since he had a problem with me from the minute I walked on the lotWhen I arrived to sign the paperwork the finance manager told me that the computer systems were down nationwide or state wide, but they were working right before I arrivedI was told that I would either have to drive the Jeep home without signing for it and receive the paperwork in the mail or come back laterI didn't feel comfortable driving over an hour away in a car I hadn't signed for, so I asked for a written sales receipt to take with meWe walked out to the jeep to leave and spoke to the manager on the way outAfter speaking to him, the computer system that I was told was down was suddenly working again and I was able to officially sign for the carSo far the Jeep hasn't had any issues, but I don't think anyone should have to deal with the type of mistreatment I did to get the car they wantIf you want good service, don't go to Wabash Valley Chrysler

Initial Business Response /* (1000, 5, 2016/11/17) */
Customer brought their vehicle to the dealership with a vibration. Upon inspection our factory trained technician inspected the vehicle and found that the center carrier bearing had failed. Our technician then installed the center carrier...

bearing as instructed by FCA's guidelines. The bearing is to be installed until seated. The following is the manufacturer recommendations for any adjustments "Shudder is a symptom associated with vehicles using a two-piece propeller shaft. To decrease shudder, lower the center bearing in 1/8 inch increments. Use shim stock or fabricated plates. Plate stock must be used to maintain compression of the rubber insulator around the bearing. Do not use washers. Replace the original bolts with the appropriate increased length bolts." We offered to look at the customer's vehicle with no charge to him and he declined. As with the guidelines from FCA removing the driveline could cause a vibration that can be adjusted with the proper procedure. Customer did decline an inspection to verify issue. The boot the customer has referenced had been torn and the clamp had been removed before arrival at our dealership. The customer did state that a previous repair facility had replaced 3 universal joints in the driveline before arrival that would have had the boot removed. We did offer to replace the previously damaged boot and clamp for the customer at no charge. The customer did decline that offer also
Initial Consumer Rebuttal /* (3000, 7, 2016/11/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
your response about me declining to let you inspect why the vibration was still there is a lie. the service manger looked at my truck when I bought it back after noticing the vibration. He didn't even notice that the bearing had not been installed properly. I have documentation and pictures from Fort Wayne Clutch and Drive line,showing the center bearing needing to be pressed on another 1/2 in. Because it wasn't pressed on all the way, it put the bearing in a bind causing the vibration.Yes I did have the drive line completely rebuilt XXXXX miles ago. You failed to remember you replaced two pinion seals and rebuilt the entire rear end in April of this year. I know you had to remove the drive shaft in order to work on the differential,I am sure that is when you tore the boot, and didn't bother to replace it. Yes you did offer to replace the boot. But you couldn't have done that because the center bearing was not installed properly so the boot would only have one install point to use the clamp and that would be on the rear spline.The service manger needs to step up to the plate and be responsible for work not done right.I have the center bearing they installed showing where part of the metal housing had been bent,the boot where you can see where it was cut square with a knife.It was my decision to take the drive shaft to Fort Wayne Clutch and Drive line to have the u joints replaced and also the center bearing. I wanted it fixed right.Not like the rear end they worked on to the tune of over [redacted] and it still has a pinion seal leaking . This will be number 3. But it won't be repaired by Wabash Valley.
Final Business Response /* (4000, 19, 2016/12/19) */
I am sorry for the delay. We didn't receive it as closed until 12-2-16. The refund would have been sent out at the end of December. Once this case is closed again we will expedite it for you. Once again sorry for the delay.
Final Consumer Response /* (2000, 21, 2016/12/20) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank You for all your help.

I bought a 2012 Jeep Liberty last week from Wabash Valley Chrysler. The customer service I received from the dealership was extremely poor and bordered on discrimination. Upon arriving at the dealership for a test drive the sales associate, Blake, disregarded me and gave me the cold shoulder. I wiped that off but things just got worse from there. After the test drive I told him I was worried about a sound the car was making and he said he wanted to drive it to hear it for himself and asked me and my boyfriend to get in the car. As I was getting in the back seat he began quickly accelerating while my body was only half way in the jeep. I had to pull myself into the vehicle to stop myself from falling out as he accelerated. I could have fallen out and been badly injured. He smirked afterward acknowledging he understood what happened and gave a half hearted 'sorry'. When you go to a small town dealership, you may not a expect 5 star experience but the salesman should at least care for your well being, and after this happened it was clear that Blake did not. I didn't want to pass the car by, but I also didn't want to take the poor treatment of the sales associate. I decided that the car was worth it and I would go ahead and buy it, and that I wasn't going to let a rude salesman ruin my chance to get the car I wanted. I returned to the dealership less than a week later to purchase the jeep and was met with the same rude behavior from Blake. When I went to shake his hand he turned around and walked away, called me a b[redacted] under his breath, he rolled his eyes at my boyfriend when we walked in, he didn't offer me a seat and left me standing while he went to get paperwork and was overall demeaning and rude. I felt as though he didn't want to sell me the jeep due to discrimination since he had a problem with me from the minute I walked on the lot. When I arrived to sign the paperwork the finance manager told me that the computer systems were down nationwide or state wide, but they were working right before I arrived. I was told that I would either have to drive the Jeep home without signing for it and receive the paperwork in the mail or come back later. I didn't feel comfortable driving over an hour away in a car I hadn't signed for, so I asked for a written sales receipt to take with me. We walked out to the jeep to leave and spoke to the manager on the way out. After speaking to him, the computer system that I was told was down was suddenly working again and I was able to officially sign for the car. So far the Jeep hasn't had any issues, but I don't think anyone should have to deal with the type of mistreatment I did to get the car they want. If you want good service, don't go to Wabash Valley Chrysler.