This is the letter I sent to Dodge Customer Service Center:
This is just to advise you regarding the disappointing and disheartening experience I recently had with Fairbanks Dodge, Coconut Creek, Florida. I have been a faithful customer of Fairbanks Dodge, Coconut Creek, Florida since 1999. I purchased the car at Fairbanks and have since then taken the car to Fairbanks for all and any service and/or repairs.
On Wednesday, March 16, I took my car to Fairbanks since the steering felt strange, and there was a problem with the driver-side door lock. I was told by the service consultant that the car would be checked and I would be called back with an estimate of the cost of repairs. The next day I received a call from the service consultant around 10.00 A.M., who advised me that there was a problem with the lock and tierods. The service consultant gave me an estimate (for both the tierods and door lock) which I was pleased with and authorized the repairs. Some time later during the day I received another call, and was advised that the rack and pinion was loose and/or cracked and that one of the tierods had to be replaced and that the cost of repairs now increased to approximately $956.00 plus taxes. I asked whether this was the overall total amount and the service consultant confirmed it was. I was quite disappointed since this is a lot of money for repairs to a 1999 model car that has only 35,500 miles and a car that I drive with great care. Nonetheless, I authorized this amount and I was informed that the car would be ready on Friday, March 18 around 7.00 P.M. I received a call around 8.00 P.M. On Friday and was informed that the car was still being worked on and that I could pick it up the next day.
Saturday morning I called to advise that I was on my way to pick up the car, and I was informed that the car was not ready, but that it would be ready on Tuesday, March 22. I advised that I needed the car for work and was having problems to get there and back and whether they had a loan car for me. I was informed that the company does not furnish loan cars to customers but that they have Hertz on the premises (I was quoted $199 per day by Hertz). I asked to speak to the Manager but he was not available.
On Tuesday, March 22, I went to pick up the car and I was slapped with an amount of $1,237.25 for the repairs. I asked to speak to the service consultant and when I queried the amount she kindly informed me that I probably misunderstood. I asked the service consultant whether she recalled that I asked whether the total amount for the repairs would be approximately $956.00 plus tax, and the service consultant advised me that yes, she recalled me asking but that she was only referring to the tierods and rack (?!?!). I needed to pay an overall total amount when I picked up the car, so it was obvious that I was asking the overall amount for the repairs, since I needed to make sure I had the money available. I asked to speak to the Manager, but again I was told that he was not available.
I had of course absolutely no choice but to cough up and pay. When I got into the car, the car's digital gas gauge indicated that there was 0 gas in the car. I asked another service consultant where the nearest gas station was since Fairbanks Dodge had left my car totally gas-free, and I was indicated to the nearest gas station. I made it to the entrance of the Chevron gas station on SR7, Coconut Creek, when the car stalled. A couple of gentlemen were kind enough to assist me to get the car to the actual gas pump. This is really unacceptable and deplorable since the car had more than enough gas when I left it at Fairbanks and further, I may not have had the cash nor the means to pay for gas to get me home. The manner in which Fairbanks Dodge conduct their business leaves much to be desired and Fairbanks nor any Dodge dealer will perform any repairs to my car again.
Lorenza
Parkland, Florida
U.S.A.
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