- Report: #673765
Report - Rebuttal - Arbitrate
Complaint Review: Chrysler Group LLC.
Chrysler Group LLC.P.O. Box 21-8004 Auburn Hills, Michigan United States of America
Chrysler Group LLC. Chrysler Group Customer Care Failure to warranty or recall known defective parts. Failure to provide any customer assistance. Failure to ensure quality at dealerships. Maker of inferior autos. Auburn Hills, Michigan
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Brought my 2003 PT-Cruiser on 6-11-2010 for repairs at Rosenthal Chrysler Jeep, 3400 Columbia Pike, Arlington VA 22204. The dealership contacted me several days later recommending several other things that were just recently done. Anyway, the car had broken motor mounts, broken right front axle, and bad C/V joint. That is why I brought the car in and I authorized the dealership to repair these items along with tire rotation, transmission service, minor brake service and oil change. Although I feel that the broken motor mounts should be covered under the extended power train warranty, Chrysler Corporation refused to honor the warranty. Motor mounts fail before 40,000??
On 6-19-2010, I picked up my car and later noticed the driver's seat lower and upper cushions were damaged and there were grease stains. It appears that someone placed a large heavy object (axle?) in the drivers seat for a period of time while at Rosenthal. Also, the car now makes a deep sound under heavy acceleration. Sounds like some type of exhaust leak.
I returned the car the next day, 6-20-2010, and pointed these things out to a female service advisor. I do not remember her name.
I called Saturday morning, June 26, 2010, to inquire about the status. I was told that the service advisor was on a test ride but will call me back when they return. Nobody returned my call.
I called a couple times a week after that trying to get an update on my car with no resolve.
Sometime after July 4, 2010. Ryan called me and I explained the situation. He stated the he would look into it.
I continued to call a couple times a week to get the status of my car with no resolve.
On July 27, 2010, I called and was told the car was not ready. I asked to have a Service Manager call me.
On July 29, 2010, I called again and was told that the car the car has been ready since 7-26-2010. This is not what I was told on July 27, 2010.
On July 29, 2010, at approximately 6:00 PM, I went up to pick up my car and planned to leave my other 2004 PT-Cruiser for service. When I looked at the invoice, I notice my complaints regarding the drivers seat and engine noise. However, the invoice stated that no work was performed. I looked the car and no work was performed. The cashier told me I had to speak to a Service Advisor. The Service Advisor told me that I had to speak to the Service Manager and/or tech. However, they were gone for the day. Extremely frustrated, I left the car at Rosenthal and told the Service Advisor to have someone contact me regarding my car. I then contacted Chrysler Customer Service regarding this situation.
On July 30, 2010, Chrysler Customer Service called and stated that they are trying to contact the dealership.
On or about August 3, 2010, Chrysler Customer Service called and stated that they are still waiting to hear from the Service Manager.
On August 5, 2010, I received voice mail from Jeff stating the car has been detailed (?) and is ready for pick-up. I called back immediately and spoke to Jeff. Not knowing exactly what he meant by detailed, I specifically asked Jeff if the seat and engine noise were repaired. He stated that everything was taken care of and the car was ready for pick-up.
On Saturday, August 7, 2010, I again went to pick up my car, only to find that no work was performed. I again left the car at the Rosenthal so the repairs can be made on the drivers seat and engine noise that were created by Rosenthal when the car had the original work done. I was told that the Service Manager was Mike Murphy at that time.
On August 8, 2010, I sent an e-mail detailing all these issues to firstname.lastname@example.org and filed another complaint via online with Chrysler Customer Service.
On August 9, 2010, Chrysler Customer Service contacted me. I again explained all the issues listed above.
I did not hear back from Rosenthal or Chrysler since August 9th.
On August 16, 2010, I decided to send another e-mail to Mike Murphy. At that time, I noticed that my original e-mail, sent August 8th, did not have the proper e-mail address format. I resent the original with the proper e-mail address.
On August 17, 2010, Jeff from Rosenthal called and stated that Mike Murphy told him to call me. At that time, Jeff stated that they were going to have Chrysler come out and look at the car. I then reminded Jeff that, two weeks ago, I specifically asked him if the seat and engine noise were repaired. I reminded him that he told me that all repairs were completed only to find out nothing had been done. He stated, Well, that is what I was told.
On September 16, 2010, I sent another e-mail to Mike Murphy requesting an update on my car. Did not receive any response from anyone.
On October 7, 2010, I called and left a voice message with Mike Murphy requesting he contact me at 202-327-0953. I also sent another e-mail requesting that someone contact me.
On October 16, 2010, I received a voice mail from Rosenthal stating that my car was ready. I called Rosenthal to verify if the any work had been completed. At that time, I was told that there was nothing found. I filed another complaint via Internet to Chrysler Customer Service.
On October 18, 2010, Chrysler Customer service called and went over my complaint.
On October 20, 2010, Chrysler Customer service called again. She stated that they had spoken to Mike Murphy and he informed her that the seat was damaged from normal wear and tear and that they never touched the exhaust. I find it interesting that a physical separated seat cushion is normal wear and tear with less than 40,000 miles. I also find it interesting that when I first brought the car in, they tried to up sell me on everything, but never mentioned the exhaust noise. She stated that she was going to speak to Mike Murphy later that day regarding this matter and will call me on the next day.
On October 22, 2010, I received a voice mail from Cathy of Rosenthal stating my car was ready for pick-up. No action was taken. Still waiting for Chrysler Customer service to call me regarding this matter.
On October 26, 2010, I received another call from Rosenthal stating that my car was ready to pick up. At that time, I informed the cashier that I am currently in a dispute with the dealership and awaiting some type of resolution from Chrysler Customer service. I then contacted Nick of Chrysler Customer service and explained that the case was assigned case manager, but I have not heard anything from that case manager since October 20, 2010. Nick stated that Cecilia was the case manager assigned to the case and he would contact her. Shortly later, Cecilia left a voice mail stating that she was still trying to contact Mike Murphy, but they kept missing each other.
On October 29, 2010, I received a final call from Cecilia of Chrysler Customer Service. She stated that Mike Murphy stated that there was nothing wrong with the exhaust and the seat was damaged from normal wear and tear. Well the exhaust did not make that noise before I took the car to Rosenthal and the drivers seat was not damaged before I took the car to Rosenthal. Also, how can a compressed upper seat cushion be from wear and tear? Are they saying that I sat on the seat back for an extended period of time enough to permanently compress the cushion on the upper back of the seat? Most likely, this was caused by placing a replacement part on the seat until the mechanic services the car. Also, when they tried to up sell me on other unnecessary repairs, they never mentioned the exhaust. However, Chrysler Customer Service stated there was nothing that they could do and I have to take these issues up with the Dealership via legal channels. Instead, Chrysler Customer Service offered free oil changes at some other Chrysler dealership. NO THANKS.
On October 30, 2010, picked up my 2003 PT-Cruiser. Damage not fixed. Car was so dirty that I could not see out of the windshield. Took the car to a car wash so I could see.
So, my car was at the Dealership for nearly four months with no assistance from Chrysler Customer Service. During that time, the Service Manager, Mike Murphy, made no attempt to discuss my concerns.I now have to take my car somewhere else to repair the exhaust and replace the seat that Rosenthal Chrysler Jeep damaged or sue Rosenthal Chrysler Jeep. Plus, I had to get the car washed from all the dirt from the dealership.
This is not the first time that Chrysler Customer Service refused to provide assistance regarding their dealerships.
On July 18, 2005, I took my 2003 PT-Cruiser to Heritage Auto Plaza, 1800 Old Richmond Highway, Alexandria, VA 22303. The car had failed inspection because the right front inner brake pad was worn all the way down. Yet, the outer brake pad has about 70% left on the pad. This condition is cause by a faulty caliper and has been reported by other PT-Cruiser owners. However, this dealership charged $366.90, stating this was normal wear. Chrysler Customer Service did nothing to resolve this matter and explained that each dealership is individually owned and operated.
On June 30, 2009, I brought my 2003 PT-Cruiser to Ourisman Chrysler Jeep Dodge of Alexandria, 5900 Richmond Highway, Alexandria, VA 22303. The car had failed an emissions inspection and the outside trunk release was broke. Although Federal law requires vehicle manufactures to offer extended warranties regarding emissions, Chrysler refused to cover the repair stating the warranty was only for certain parts. As far as the trunk release, the dealership scratched that hell out of the paint on the rear trunk trying to pry the broke latch off. Improperly glued the new latch on and it was the wrong color. I told then that was unacceptable. When I came back the next day. The latch was secured better, but was still the wrong color and the trunk was still all scratched. The service advisor stated that they order parts by the vehicle VIN#, but did nothing to resolve the damage to the paint on my trunk. So I now have a black latch on a scratched white trunk.
I actually have two PT-Cruisers, and on both cars, the engine mount brackets have gone bad with under 40,000 miles on each vehicle. This is a known issue with the PT-Cruisers. Yet Chrysler refuses to honor the repair under the extended 7 years 70,000 power train warranty or recall the vehicles. The check engine light goes off every couple of months usually due to a fouled spark plug or an expensive emissions repair. The engines misfires, backfires and constantly chirps. Both cars have had emissions problems resulting in costly repairs with less than 40,000 miles on the vehicles.
In summary, Chrysler makes an inferior product resulting in expensive repairs that have never occurred on the life of any other vehicle that I have owned. Three out four dealerships that I have visited have ripped my off, refused to honor the warranty or have damaged my vehicle. Chrysler Customer Service has failed to provide any support for their vehicles and has failed to hold their dealerships accountable. Yet, us taxpayers were forced to bailout this miserable company for a second time.
This report was posted on Ripoff Report on 12/20/2010 08:35 PM and is a permanent record located here: http://www.ripoffreport.com/r/Chrysler-Group-LLC/Auburn-Hills-Michigan-48321-8004/Chrysler-Group-LLC-Chrysler-Group-Customer-Care-Failure-to-warranty-or-recall-known-defe-673765. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.
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