On May 25 I purchased a Chrysler Pacifica Touring edition SUV from Rairdon Chrysler Jeep of Smokey Point. At the time of the test drive Jared, the salesperson told me that the vehicle was “certified used” meaning that there was a 160 point inspection performed on the vehicle so they know that the vehicle is safe and sound and free of defects. I also asked at the time of purchase that the salesperson pull a car fax report to ensure that the vehicle had not been in an accident, this was done and the report showed that the vehicle had not been reported as been in an accident. Jared had told me also that the vehicle was only being sold to me as used because it was a former rental vehicle through Chrysler. During the test drive I did notice the vehicle had a slight vibration in the steering and asked that it be looked at and was prior to me taking ownership of the vehicle that day. On July 15 I was making a turn at a corner close to my home and suddenly heard a loud popping noise and very loud noise that sounded like something broke apart and fell out from under the vehicle, at this point I lost control of being able to steer the vehicle during the turn as if I suddenly lost power steering, I was able to pull the vehicle over to the side of the road. I called my friends husband who is a retired dealership mechanic and told him about the noise and what happening in the steering, he proceeded to tell me he thought it perhaps may be something in the steering pump and to have the vehicle towed. So the next morning July 16 I had the vehicle towed to a local Chrysler dealership in Everett, because Chrysler said it would cover towing costs to a local dealership only. The tow truck drive lifted the vehicle onto the tow bar and showed me underneath where the frame of the vehicle was hanging down and the engine and transmission were also leaning down due to the frame of the vehicle was hanging down and that I was lucky to not have been driving at a high rate of speed or on the freeway because I could have been in a major accident and could have been killed. I then proceeded to contact Jeff Lingbloom the Sales Manager at Rairdon’s and told him about what had happened and he said that they did not have the vehicle there to look at, I told him where it was and could they please have it towed to them, he said “no need” we will just wait to hear what service finds out, I gave him the assistant service managers name and telephone number of where the vehicle actually is. Then that same day the service assistant manager in Everett had the vehicle looked at that same day and contacted me at 4pm to let me know that the bolts that hold the under frame of vehicle had broken off and that they would have to order the parts and it would take 4 days for the parts to come in and then they can lift the vehicle up on a rack and see the rest of the underside, they did not want to move the vehicle without installing the new bolts first because of the dangerous appearance and non drivability of the vehicle. She also mentioned that something like this is very unusual for such a young vehicle and that I could have been killed as well! She asked me if I had been in an accident in the vehicle at any time to which I replied “No” since I never have. My friend a retired dealership mechanic called the assistant service manager at the dealership where my vehicle was towed to and asked about the vehicle problem and what was going to be done and then called me back and explained to me exactly what had happened and what they needed to do and said that such a thing is unheard of in a vehicle less than 2 yrs old, unless it was involved in a major accident. I proceeded to go on July 19th to the dealership where my vehicle was and see if they had a loaner vehicle for me in the mean time because I could not afford to loose time from work. I was told that they do not offer such a vehicle and that I need to go back to the dealership where I purchased the vehicle and speak with Jeff Nolan the General Sales Manager at Rairdon's Chrysler dealership where i purchased the vehicle and tell him what has happened and ask for a loaner vehicle from them and see what they can do to make this situation right for me. So I went to Rairdon’s dealership right away. Upon arrival at Rairdon’s I went to the front desk where there were 2 men sitting at the front desk working on computers, I proceeded to ask for Fred Nolan and that I needed to speak with him about a vehicle matter. The man proceeded to type and so I asked again if I could please speak with Fred Nolan, he then acknowledged that he was Fred Nolan and continued to look down and keep typing on his computer. I asked that when he was done with whatever he was working on if we could please go and talk somewhere about what issue was at hand and he proceeded to ask me what I wanted with him as he kept typing.
Then the man sitting next to him acknowledged me and said he was the Sales Manager Jeff Lingbloom and that he would help me instead. Fred just kept typing and did not even get up or seem to care one way or another what was going on. Jeff then handed me off to a salesman to who said he would take care of everything and I need not worry. I explained the situation to him and told him that I am terrified to drive the Pacifica now and that all I want them to do is to make things right, he said they would put me into a vehicle that was comparable in size, price and amenities to my Pacifica. We proceeded out to the parking lot where he proceeded to show me a 2005 SUV used, with none of the amenities that I had in my Pacifica, I explained that I have children and need a vehicle for space for them and safety and good gas mileage. He then proceeded to tell me that I have to be willing to spend at least $100 to $200.00 dollars more a month in payments. I told him I cannot afford to do that, and was not expecting to have to a year after I bought the vehicle from them and this kind of thing should not be happening to a vehicle that was inspected. I proceeded to ask the salesman how they “certify” their vehicles? He told me that they “do not” certify their vehicles but that they do a 160 point inspection before putting the vehicles out on the lot so they know they are safe and sound. I told him that when I purchased the vehicle that I was told the vehicle was certified, he said he could not explain why I was told that but they don’t certify their vehicles and lets move on to finding a car. He proceeded to show me another very large SUV out of my price range and payment affordability and said that I was just being difficult. I explained that I am not trying to be difficult but I have to stay within my means and that I should not even have to be spending money on another vehicle when they sold me a vehicle that was obviously not safe or sound and that they were not standing behind their vehicle. He proceeded to get very loud and irritated with me and said that I am stuck and need to buy another vehicle and let’s run some numbers to see where I was at. I did fill out a credit application and told him that I was not expecting to have to buy another vehicle so soon and since I last purchased the vehicle I bought a home, was laid off for 4 months from work and that my credit profile was not quite as strong as it was then, no late payments or defaults, just a lot of credit used to keep my family going during my period of being laid off and now a house payment. He told me after running my credit that he could see what I was talking about and proceeded to tell me that I have to expect to spend more money and need to take what they can give me for a vehicle otherwise they cant help me. I went back to Fred Nolan and asked him if we could please speak about this situation. He said that if I was not willing to buy another vehicle there is nothing he could do to help me, he proceeded to say that he didn’t even have the vehicle there to see it, I asked him if he would please have it towed there and he said “No”. I asked that I would like the vehicle replaced or for them to buy it back from me at what I paid for it less a years depreciation and he said “No” and proceeded to tell me that they have had vehicles returned to them in worse condition and with people in the hospital and that I should consider myself lucky I was there and not like them. He did not want to speak of the matter any longer and then the salesman came over and got in my face and proceeded to raise his voice in front of other customers, my husband and young daughter and yell at me that “look lady your credit stinks, you spend too much money and that I don’t make enough money and that I have to expect to spend more money or he doesn’t want to help me anymore”. There were customers there looking at me, I was horrified at the way this salesman just yelled at me and that Fred or Jeff who were also nearby did not stop him or say anything to him afterwards. I looked at Fred who just kept typing on his computer and asked are you going to do anything and allow this kind of treatment? He said there is nothing he was going to do period! So I left the dealership very shook up, crying and disgusted and my husband drove us back to Dwayne Lanes where we spoke to Todd the Sales Manager who was absolutely horrified at the treatment we received at Rairdon’s. And asked me to please come in and let’s see what he can do to help us out. He is trying to help me get into another vehicle as he realizes that I am terrified to ever drive the Pacifica again and realizes the whole issue at hand. He did give me a loaner car in the meantime as they are trying to work out financing but the issue is that since it’s only been just over a year since the purchase of the Pacifica I am approximately $11,000. Upside down in value vs. Trade in. On Wednesday July 23. The service assistant manager at the local Chrysler dealership called me and said they installed the bolts on the frame they were waiting for and were able to get the vehicle up on a rack and needed 2 additional jacks to support the vehicle because the front frame of the vehicle bolts were hanging on by a thread and upon further inspection of the frame the spacers were never installed above the bolts and that the entire under frame of the vehicle had been replaced before and who ever did the replacement never installed any of the spacers with any of the bolts and that’s why they broke and the frame fell down and locked up the steering. Again specifying they have never seen anything like that before. I asked the assistant service manager how on earth could something this big be missed in an inspection the dealership I purchased from said they did and she was was pretty surprised herself and said that she could not imagine how it could be missed. The vehicle at some point had to be in an accident for the under frame to have to be replaced. And with this in mind the repairs would not be covered under the Chrysler basic warranty and that I would need to pay for the repairs of $853.00! She advised me to let the dealership know where I purchased it and I told her what happened just a few days prior and she was shocked at how horribly I was treated by Rairdon’s. I went back and spoke with my good friend the retired mechanic and told him what the outcome of what kind of problem the vehicle had and what needed to be repaired and he proceeded to tell me that the vehicle must have been involved in a major accident in order for the under frame to have to be replaced and that somewhere someone has deceived me and that the dealership where I purchased the vehicle should make the situation right. It would be a terrible mistake to even drive the vehicle again because of they type of breakdown it had and that such a breakdown can cause further and bigger damage to other critical areas of the car. So now i have a vehicle that cannot be driven, not safe and i have called and left 3 voicemails for the owner of the dealership Greg Rairdon who has yet to return my calls in the last 2 weeks... I stand to loose $13,000.in equity in my vehicle since i have only owned it 14 months and this will be a substantial loss in which the dealership shows absolutly no care about. They do not stand behind their vehicles and they do not treat their customers ethically or honestly. Buyers beware of this dealership!!
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