I purchased a used 2004 Chyrsler Sebring Convertible from Enterprise Car Sales on December 14. When we tested the car we told the salesman about some items that needed to be fixed on it before we would purchase it - twisted seat belts, malfunctioning rear defroster, tape player with cassette stuck in it, front seat that would not move forward, and missing support over spare tire.
When we picked up the car we were presented with a "109 point quality" inspection sheet and the assistant sales manager, who was not the person we dealt with initially, told us we would have nothing to worry about as they went over the car bumper to bumper.
We got in the car, everything appeared to be in order and we drove away quite satisfied and we even bought an extended warranty as we drive over 20,000 miles a year.
On the way home my wife said she could hear a squeaking noise when I put on the brakes, I didn't hear it, but our son the mechanic said they probably didn't wipe off the rotors when they installed the brakes - he was assuming they had installed new brake shoes.
A few days later I noticed the seat belts were not straightened but had been twisted on the bottom so they appeared straight.
The next day or so it got colder and frost formed on the windows, that's when I found out the rear defroster didn't work.
The noise from the brakes got louder, so I made an appointment to get everything checked out at a local Chrysler dealer. I called our salesman and he apologized and said they would pick up any deductible that would apply to any claim we filed on our warranty.
I took the car to the Chrysler dealer just about two weeks after we purchased it from Enterprise and they gave me a ride home.
When I got home I called Enterprise and spoke with Mr. DiGiacomo, our salesman wasn't in that day, to ask about how to handle the $100 deductible. He said he would get back to me on that as he wasn't aware of the situation.
Two hours later I got a call from the Chrysler service manager with an estimate of repairs. He said it would be about $300 to fix the problems.
They fixed the seat belts, said the rear window might need to be replaced, told me the rear brakes were squeaking because they were rusted and at about 50%, the spark plugs were fouled, there was no sticker indicating the last time the oil had been changed and found a mouse nest in the air filter, and the transmission seals were leaking.
I told him to go ahead since I assumed these were items that should have been addressed by Enterprises "109 point Quality Check" and I had a warranty.
I then called Major Guard, the Enterprise Mechanical Repair Protection Plan company and was advised they could not open a claim for the repairs, the dealer would have to call them first.
I called the Chrysler service manager and he told me they would not honor the Enterprise warranty and I would have to pay the bill myself and get reimbursed. They came
and picked me up to get my car.
I again called Major Guard from the dealer and they again told me the dealer would have to call them. I asked them if they would please call and they declined. The service manager at Chrysler again declined there coverage and I paid the bill.
After I got home, 5 hours after I brought the car in, I still hadn't heard from Mr. DiGiacomo. I called him twice and he returned my call. I went over the items on the bill and said. "It appears your "109 Point Quality Check" missed some items.
I asked him what good was an extended warranty if I couldn't get any coverage from the dealer or got such a hassle from them.
He said he would call the dealer and get it straightened out and would call me on Monday (this was Friday). I faxed him a copy of the $288 bill.
A week later I hadn't heard from him. I called an left two messages for him. The following Tuesday he called and said he wasn't avoiding me but, "soon things had come up."
I went over the items again. He said, I don't know anything about the seat belts being twisted, we'll take care of the rear defroster, and the other items appear to be "normal maintenance."
I said, "Normal maintenance on a car that was supposedly checked from bumper-to-bumper less than two weeks ago seems ridiculous. Your service guys missed a few points and I think you're liable for the bill."
He said, "Well, the Quality check is not done when you get the car, it's done when the car comes to our lot, so it might have been done up to 85 days ago." I said, "That's not what you were telling me when you were selling us the car."
I said, "It appears the car has been sitting somewhere and none of the maintenance was done, how else would you explain rusty brakes and a mouse nest in the air filter?"
He said, "My parents found a mouse nest in their car, it happens all the time, but we'll pay for the filter ($4 out of a $300 bill).
I asked if that was the best he would do, he said yes. I asked if I could talk to his supervisor or boss and he said he couldn't give me his boss' number, but he would have him call me.
A week later I still hadn't heard and my phone calls to Mr. DiGiacomo are not being returned. I've written letters to Enterprise with no result, but I expect to file a small claims action against them.
Peter
Dalton, Massachusetts
U.S.A.
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