Lithia Dodge of Kennewick removed and replaced the intake manifold on my 1995 Dodge 2500 Pick Up truck. This repair was being performed under an extended warranty.
This intake manifold was not my original complaint. I took it to them complaining of a knocking noise. They insisted that the noise was coming from the water pump.
During the pump replacement, they insisted that the intake manifold gaskets were leaking and needed to be replaced. They contacted the warranty company (Heritage) who gave them permission to replace them.
They also managed to find several hundred dollars worth of other repairs they said it required. This amounted to nearly $3,000. The warranty company agreed to these repairs and they were made.
After these repairs were made, I still would hear this knocking noise in the morning when starting it after sitting for a day or more. I had complained about this noise many times prior, so I knew this would fall on deaf ears if I was to again complain.
I decided to just waite until this noise reached a point that it would be unmistakeably "Rod Bearings" as I knew it would eventually do. I was raised a mechanic's son, and rather certain that this is what the noise was.
I also was quite certain that this would happen prior to my warranty expiration, so I felt confident in allowing this noise to get worse. I also knew that I would get nowhere complaining to the warranty company without coaberation from Lithia technician's anyhow.
What happened next though, changed the entire picture! One morning it smoked so bad I could not drive it without getting a citation for the blue smoke poring out the back. I drove it around the block until it cleared enough to drive it out to Lithia Dodge.
This time the knocking was very pronounced, and the technician claimed it was "piston slap." I left it and several days later called them to discover that the compession was low on three cylinders.
Upon tear down, Lithia discovered that those three pistons had collapsed compression rings. The warranty adjuster denied my claim due to what he claimed was intake manifold leakage. Just prior to his evaluation, Lithia technicians also made the exact same claims.
The Lithia technician that performed the work, however, was not aware that other technicians from his shop had removed and replaced that manifold on an earlier occasion. Lithia immediately went on the defence, especially when they found that I was in the process of consulting an attorney to sue either the warranty company, Lithia Dodge, or both.
Shortly after the conversation with the technician, the service manager and my attorney, the paperwork for the prior work order misteriously disappeared from the packet in the glove box along with the gaskets that were removed.
My attorney informed me that the cost to sue for damages could reach $2,000 or more, which I don't have. He advised me to talk to Lithia management in hopes that they would take note and correct the problem. We both hoped that Lithia management would deal with this problem faily.
My hopes were not to be realized.instead, the service manager insisted that Lithia did nothing wrong. What's more, he wanted me to purchase a used motor from a Wrecking Yard and pay them half of the installation cost! About $2,500!
I could not believe my ears! First, they do something to cause my engine to fail, voiding my warranty... Then they want me to buy another engine and pay them to install something they "screwed up!"
I then wrote a letter to their general manager with a plea to resolve this customer relations problem, since the sign on their door states the following..."we want every customer to be a satisfied one!" I also included a copy of a letter that I intended to email all my family and friends about how unfairly I was being treated asking them in turn to email that to all their friends and family.
About a week later, I received a call from this general manager wanting a meeting. His exact words were, "we think we have a solution that you are going to be satisfied with." If I had known what Lithia was now going to propose, I would never have attended that meeting.
The district manager was there at this meeting and lead the discussion. He insisted that I had threatened him with that letter. I made it very clear to him that was the fartherest from the truth! But, I did feel it my duty to inform unsuspecting people in the area how unfaily Lithia Dodge treated it's customers.
The conversation then turned to a discussion of how Lithia felt they did nothing wrong. The service manager was in attendence and attempted to stand on their 12,000 mile warranty rule. That statement, I believe, admitted that they indeed caused the problem.
I argued the point, to no avail, that regardless of their warranty expiration period, what they did... Voided my warranty with Heritage. I also argued the point, to no avail, that had that gasket been installed properly, it would have outlasted the vehicle.
The conversation then turned to another rediculous proposal! They said that they would install that motor from that Wrecking Yard for free. But, I had to buy the motor. I was to refinance my vehicle to obtain the money to purchase the motor!
Under duress, I agreed. At the time, I thought I would at least get my vehicle back which I need despirately! However, upon arriving at home and talking this over with my wife we both agreed that this was really wrong!
I then decided that I would take my plea higher up in the corporation hoping that the top management would see what was happening and help me. No such luck! I sent a certified letter to every member of the board of directors along with the letter of my story.
It has been two weeks and I still haven't gotten a reply from anyone. I attempted a phone call to the chairman of the board and get caught in a never ending phone message loop! Press this button... Press that button... Finally you hear... Good by!
This is a brief explaination of what happened. I have a letter that describes in much more detail the Warranty Adjuster's... And several Mechanic's analysis. That letter will be supplied on request.
PLEASE! I urge all who read this to avoid any dealings with Lithia Dodge of Tri-Cities! And, based on the "no reply" from the upper management, I would question any dealings with Lithia Dodge dealerships... Anywhere!
Thanks for reading this and I hope anyone planning repairs, or a purchase from Lithia use extreme caution!
Earl
Benton City, Washington
U.S.A.
0 comments