After a long gruling seach, I finally found a 2004 Dodge 3500, quad cab, short bed, leather pickup I wanted. I made the purchase on a Thurs night at Bossier Dodge in Bryan, Texas. Over that weekend, a very bad vibration was noticed when the speed got up to 70 or above.
That Monday, I took it into my local Dodge Dealership for service (Sam Nay's Waco Dodge). They called me later that afternoon and said they have been having problems with this vehicle and the front drive shaft. They ordered the part and will have it in 2 or 3 days to put on.
After a week, they finally got the part and I took it back to have the new part applied. Shortly after that, the vibration was noticed again. It didn't fix the problem. I called Sam Nay's Waco Dodge again and since they only service vehicles by appointments, I had to make another appointment for it to be looked at again for the same problem. I scheduled this past Monday (6/21/04) to drop it off at noon.
At 4 pm, I called and they said they had done everything they could to it and couldn't find anything wrong so they called the "Star Engineers" for help. They haven't heard from them yet. I called my boyfriend to let them know. He proceeded and called them as well and asked what the deal was. They said bringing in the vehilce at noon that they could not promise service. (what is the point of the appointment then!) He asked if the vehicle was put back together so I could pick it and and re-scheduled for an appointment for Wed at 8 am.
I went to pick up the vehicle and noticed that it hadn't moved since I brought it to them. I asked (believe me I was angry by now) what was the purpose of the appointment if they were not even going to look at it. Why didn't they just call the "Star Engineers" without wasting my time or theirs by having me bring in the vehicle. All I got from the manager was that we had this discussion about bringing in the vehicle at lunch. I asked but I thought you worked off appointments.
I got the other manager, we went through the whole thing again with her final words being, I could take the vehicle back to Bryan where I bought it or be satisfied with their customer service. (I was furious now) I walked up front and asked to speak to Sam Nay, this manager trotted herself up to me and told me he wasn't available. I told her I wasn't talking to her I was asking the receptionist to talk to Sam Nay. Once again, was denied.
The next day, I went to Dodge's wonderful website and filed a complaint and filed one with the BBB. Later that day, my boyfriend called and said we would be taking it to Bossier to be fixed and they would give me a rent car until it was. Now this is taking care of the customer. So about 4 pm, Sam Nay's manager calls me and says that they got the call from "Star" and that it has noted that this is a known problem with this truck and they haven't figured it out what was causing the problem so there would be no reason for me to bring it in cause they have no solution.
I proceeded to call my boyfriend back cause I didn't want to drive to Bryan, Texas and them not be able to fix it. He called Bossier and they said this was so bogeous and to call her back and get phone#'s, claim #'s and any other information.
I called her back, and was told that she didn't have it sitting in front of her to give me the claim #. I told her I would hold. She came back to the phone and said that when they called that morning with the results the truck was not here and she didn't have a claim number. She also asked who was asking for it. I told her someone I was working on with this problem. She said that she couldn't give me the number and there was no claim number and even if she had one she couldn't give it to me.
So here it is, I am suppose to take my vehicle to Bryan to be fixed with an unfixable problem. I thought about it all night. I just spend $40k on an inferior product and I am getting the run around. Nobody wants to be responsible. I call back the customer assistance # with Dodge Corp to add the above episode to my file. I continue to tell her that Dodge knowingly sold me an inferior product. This is not right! She pulled the "Star" report herself and said that Waco Dodge did get the report saying that they didn't have a solution to the problem.
I addressed her and told her so you too are admitting to me that Dodge has an inferior product and it is still out their for people to purchase with no conveyance of the problem. I asked for a copy of the report cause I know there has got to be a lawyer out there who would love to get Dodge Corp for an inferior product and knowing about it and letting it continue to be sold. I started giving her my fax# and she said she couldn't fax it to me. I asked why? It is on my truck.
I asked to speak to a manager or supervisor. She informed me that there was nobody else I could talk to. She had the final decision with customers. I asked her if this was true or not on Dodge's commericals. Customer Satisfaction. She said yes. I told her I was not satisifed, and I would like to talk to a manager, supervisor, and get a copy of my report. She said she couldn't do any of those things. I asked her what if it is something to do with my wheel and it falls off and I have an accident and it kills someone. Her response was we will deal with that if it happens.
I called my boyfriend back and told him all the above. I call Bossier Dodge in Bryan and talk to their customer relations person. I explained everything that has happened up to this point and I told her I was to the point that I just want my money back and they can have the truck. I mean for $40k, haven't even made a payment on the truck and it is fixing to go back into the shop for the 4th time with evidence that I have an inferior product, give me a break.
She said she would have to get with the GM and have him call me. Well the sales person calls me, apologizes and offers to have his wife come pick the vehicle up tomorrow and bring me a rent car and then vice versa when getting it back. I had agreed, but my boyfriend said no cause if they had a wreck, scratched it and so forth we are taking it tonight.
I called Dodge Corp to get a copy of my e-mail orginal complaint (lemon laws) and they refused and said that I would have to get an attorney to get that information. I tried again and entered it online to see the steps I went through. It dosen't even give you an option to print off what you send or send it to another address.
They e-mailed me back refusing to supply me with the information. I only have the confirmations that they received it. My boyfriend had called back and talked to this lady and she told him that obviously we were just hostile people. Wouldn't you be too spending $40K with problems and nobody wants to solve.
Anyway, as we sit right now. The truck is going to Bossier to see if it can be fixed. A lawyer has been hired to make sure we abide by all Texas Lemon Laws.
Wish me Luck!
Janet
Axtell, Texas
U.S.A.
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