In April we took our family vehicle, a **** Dodge Durango Citadel, to our mechanic disc...
GetHuman-weldisho's complaint issue with Dodge from May 2019
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The issue in GetHuman-weldisho's own words
In April we took our family vehicle, a **** Dodge Durango Citadel, to our mechanic discovered an issue with ** cylinder which resulted in metal shavings going into our engine. Our mechanic estimated the repair exceeding over $****.**. We then contacted our local Dodge dealer (Jeff Wyler of Lawrenceburg) to see if there were any recalls or if they were familiar with the issue. We spoke to Donny who stated the engine requires service after so many miles and said that worst case if you had to replace everything that the repair would be around $*,***. This was going to be much easier to afford, so we dropped it off on May * to be diagnosed, late that afternoon we received a phone call from Donny stating that they would have to replace everything and it would be $**** plus tax, so we agreed to the repair. A couple days (May *rd) Donny contacted us stating the manifold has * broken bolts and would need replaced, cost $*** more, however they would not charge us labor because they were already working on the engine. May **th we received a call from Donny stating our car should be done that day or the next and our cost would be over $****.**. With that being much more that discussed, we questioned and wanted this explained. Donny stated that “all calls are recorded” and that he would get the phone recording, look in to it and call us back on Monday. On Monday, May **th Donny called us back and stated our ending balance was now over $****.**! He said that he listened to the recordings and everything was clearly stated. We told him we wanted to hear those recordings, to which he responded he had already deleted from his phone but would see if he could get them again. He also stated the “best he could do” would be to take off some labor, bringing our balance due to $****.**. With much frustration and the continuing increase of cost we called his manager, Eric. We explained this our story in much detail. Eric stated we had $****-$****.** in parts. He stated he’d look into it, speak with Donny and then take it to their GM, Jim. He then stated there was a new issue and our vehicle would not even start, however that should be resolved in a day or two. The next day, we spoke to Donny again who stated, Jim was out, on vacation and would return to the office that following Monday, and until his return, nothing could be changed. We immediately called Matt, the GM of Sales who then got involved. Matt was very sympathetic with our situation and said he would reach out to Jim and check on the recorded conversations and get back with us as soon as he could but assured us that he would help to get the cost down. The next day Matt called us back stating our calls had been greater than ** days and were no longer available. Our original calls were the end of April, not exceeding * weeks! From here we called Jeff Wyler Corporate Office, leaving a message for David Wyler and we reached our to Jeff and David Wyler via FB. One of the Wylers did reach out to Matt, but did not contact us. We were told the “there was no one else to contact and there was nothing more they could do other than taking $***.**. With complete devastation, frustration and exhaustion we reached to the Wylers one more time, without success, then went to pick up our vehicle on ****. We were charged $****.**. We had to charge most of this cost to our credit cards because we were not prepared for such an issue nor the increase of expense. They pulled our vehicle in the garage for us to leave due to a thunder storm. When we got in our vehicle to leave, our tire pressure was extremely low, causing the sensors to go off. One tire was **lbs under pressure and the other *lbs. All we want is the original price that we were quoted plus **% for all the stress that this has put on our family.
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