Chrysler Group LLC 6 weeks of failed repairs, written promises of extending warranty, failure to honor Auburn Hills Michigan

In April of 2013, the check engine light came on in our 2010 Chrysler Town and Country. We took it to the dealership to be inspected under warranty.  No cause was determined. They simply cleared the error and sent us on our way. Within a week, the engine light came on again. The engine was running a bit hard as well. We took it to the dealership again. They charged us almost $200 for some procedure to resolve the issue. The van was in the shop for a couple days, then returned. Within a week, the light came on again, so back to the shop. 

This repeated several times with various parts being changed:  catalytic coverter, computer... The list is long. Chrysler had an engineer from Detroit flown down to oversee the repairs. After 6 weeks, about 5 failed attempts the van was fixed. 

During this time, my husband and I were in contact with Mike MacDonald, Executive Referrals Manager with Chrysler Group LLC. Initially he had offered to extend our warranty on our 2010 van, but we had little confidence in the repairs. So he offered us a new van at employee pricing. We explored this option, but the 0% interest we had on our 2010 was not available on a new one, plus the trade-in offer on our 2010 was insulting. It didn't work out. 

We reached back out to Mr. MacDonald regarding extending the warranty on our van, to which he replied he could extend it to 7 years / 100,000 miles with a $0 deductible. This was great. The van was finally fixed and we wouldn't have to worry about future issues because of the extended warranty. 

Recently while having routine service done on the 2010 T&C, I asked the guys at the service desk to check on the status of the warranty for me, out of curiosity. They informed me there had been no changes. I reached out to Mr. MacDonald asking for help in resolving this. I assumed that something had just slipped through the cracks and it would be an easy remedy. 

Despite having the offer in writing in an email exchange, Mr. MacDonald denied that was ever an option. I pointed out, through email, that when my husband asked specifically about the extension of our warranty, he had replied with the 7/100,000/$0. Mr. MacDonald insisted "That is not the offer that was made." He then phoned me to go over this "misscommunication", offering an extension much less than the 7 years - 2 years and 70,000 mi, giving me until the end of the day to decide or the offer was off the table.  Additionally during this call he proceeded to deny what I had in writing, refused to give me the contact information of his superior, yelled at me, and hung up on me. 

Later that same day, (November 21, 2013), I received a call from Jill Carter with Chrysler, claiming to be Mike MacDonalds supervisor. I explained to her the situation, to which she responded there was a misscommunication on the parts of both parties. I disagreed, because I had the agreement very clearly in writing. She again offered me the 2 year / 70k mile offer and stated the deadline was a formality, not an ultimatum. She had called while I was on the road, so I requested that we continue the conversation the next day. Today. 

I spoke with Ms. Carter today and she is now offering me a 3 year extension, unlimited miles, with a $100 deductible. I explained to her that I did not understand why they could not just agree to what they promised originally. She insisted this was a better deal, though I did not agree. I have 34k miles on my 3 year old van. I will most certainly hit 7 years before I hit 100,000 miles. And the difference between a $0 deductible and a $100 deductible is huge. She said she would have to call me back and assure me it would be today. 

What I thought was a done deal back in May is turning into an endless nightmare. We have been made to feel insignificant to the Chrysler Group. Not only did we suffer six weeks of uncertainty with our family vehicle (we have 3 children who are in that van daily), which included stress and financial burden, we lost confidence in what we thought was a great product,only to be lied to and betrayed by Chryslers written word. 

I hope that this is resolved as it should be. I find it hard to understand why it is so difficult to honor their word. To attempt to threaten me into accepting a less than desirable alternative offer is unethical and irresponsible and a real disappointment.