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When I first observed the problem in late October 2017, I called the dealership and I was asked to come in to get the situation assessed. I drove in to the dealership to seek advice. As I entered I explained to the young lady that I seem to have a situation with my truck and I would like to get it diagnosed and that they should inform me if it's a problem that has to be resolved by me or by the dealership. The vehicle was taken into the back and inspected by the service department staff. It was diagnosed and classified as repair and therefore the parts need to be ordered for the work to be done. I agreed and before leaving I posed a question about whether or not I would have to bring the vehicle in at a specified time or would I have to await a call before coming in. The CSR informed me that I should wait for a call from them since the flaps have to be ordered.
November went by, and at some point in December I found it a little odd that I had not heard anything from the dealer, and therefore I placed the call to them. I spoke with an individual named Joe in the parts department and explain the situation to him. Joe informed me that whoever has to deal with the situation or whoever can answer my questions about this problem is not available and with today being a Friday, he assured me that on the Saturday no one would be available either thus, I should look forward to a call on Monday. Monday went by as did the whole week.
The following week I place the call to the dealership again. This time I spoke with a young lady and explained the situation all over to her again explaining that following my my conversation with staff, I was expecting to receive a call back from someone however no one had called me back. I asked her to give me an indication of the date when I had come in to make that complain, she did not do so but instead she asked me to hold on and came back to the phone telling me that the part is not in yet and that they are not sure that the company will do the repairs at no cost and that they are trying to communicate with Chrysler. At this point, I ask to speak to the manager and she came back and informed me that the manager and she put me through to someone named Michael and explained that he is going to speak with me.
Michael explained that he understands and is aware of the situation, he understands what has to be done on my truck. However, ‘they’ have been looking into it and trying to get Chrysler to clarify whether I would have to incur the cost of the repair or whether the cost of the repair will be will be incurred by Chrysler. I explained that it is less than a year of owning the vehicle, I came to see them and got the problem assessed and diagnosed by them and I don't understand what the issue is with the flaps. I was told my Michael that he would personally handle my repair, that I would have to leave my truck with him, and they would give me a loaner car because it takes about 4 to 5 hours to get the work done and that since I'm a teacher and work in Toronto, I will be required to leave my truck with them overnight and I would go to school the next day with a loaned vehicle. Then, on my way from work, I would pick up the truck. That was an agreement I had with Michael. He further informed me that he is trying to get the paint to be a perfect match so he will let me know when I can drop the truck by.
This conversation with Michael and I are occurred in January. At some point in March I noticed that I have not heard anything from the dealership neither Michael, nor the CSR and no one had called me regarding that repair on my truck and that the gaps with the flaps on the body of the vehicle or getting wider and wider and more noticeable as well because many people were drawing it to my attention. On March 9th, I placed a call to the dealership and asked to speak to the manager. Mr. Dodd, who identified himself as the manager, asked what the situation was. As exhausting as it was, I went over the situation with him, explaining that the previous year I had noticed the defect that the vehicle had, brought it in and that I had not taken it upon myself to be an expert and had the vehicle inspected by his staff who informed me that the repair had to be done and that it would be done by them. I lamented to him my disappointment in the fact that no one had been calling me back and following up on the situation and I continue to drive the truck with it's defect. Though it was not affecting the operation of the vehicle, it was affecting the appearance. Mr. Dodd explained to me that he will take personal responsibility and have me bring the vehicle in the week of the 11th of March, 2018.
However I explained to him that on the Sunday March 11th to Sunday March 18th I would be traveling out of country since it was March break. Mr. Dodd agreed that it would not be appropriate to have the vehicle repaired in my absence therefore upon my return on the 18th he promised to call me the week of March 18th. I heard nothing from Pickering Chrysler.
- Chris E.,
Ajax, ON, Canada