Complaints

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• Initial Complaint

  Date:02/08/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello
  We are ****** and ***** both retired. We purchased a used 2018 ram from the dealer for 45000.00
  The salesperson told us the vehicle was as new with 102000 km .
  Sounded good to us so we sent a cheque of to the dealer.
  We are in B.C and were to pick up the truck two weeks later. We made good time and were able to pick up the truck by the end of the business day.
  Drove the vehicle to the hotel spent the night and left in the morning. So we traveled 450km and 300 km from home the engine very dramatically failed.
  So here we are broken down in the middle of nowhere we've owned the truck for about 20 hours driven 450 km and now paying a 1300.00 tow bill to our home.
  Ericsson Nissan could care less about our problem but suggests we have the problem evaluated at the Chrysler dealership they would then see what could be done for us. More bad news the entire engine is destroyed and will cost us 22000.00 that's twenty two thousand dollars to replace.
  So **** ******* at Ericsson Nissan offers to have the truck towed to their dealership and have it repaired at a cost of 18000.00 to us.
  Sadly for us that's really not looking after us at all and in ****'s words they will not refund our money and take back the truck

  Business Response

  Date: 03/08/2022

  This is certainly a situation that is unfortunate.  We always ensure vehicles go through a complete mechanical fitness assessment and any safety concerns or potential driveability concerns are addressed.  This particular vehicle went through a thorough mechanical inspection and there was nothing evident that would have predicted any engine failure. Despite our best efforts, there is no way to possibly know when and where any component on a vehicle is going to fail, this is why customers are always offered the opportunity to purchase extended warranty which helps mitigate any potential issues that may arise.  With that being said, the warranty on the powertrain was 5 yr / 100,000km and given the km's that are on the vehicle, there should be a case to be made by the customer through a Dodge dealership to attempt to have an exception granted and potentially have the issue covered under warranty.  We do have a Dodge dealership within our auto group and are familiar with the steps that would need to be taken and could certainly assist in this process but with respect to any direct financial compensation, we would not participate.

  Customer Answer

  Date: 04/08/2022

  I am rejecting this response on the grounds that it is not complete.
  
  **** suggested he would arrange having the truck towed to their Dodge dealership upon which time they would apply for the warranty from Chrysler. ********* *******r already rejected that notion. So my understanding from **** is they tow the truck to Alberta and I have no guarantee that Chrysler would accept the warranty claim. Upon which time their dealer would perform the repairs at an $18000.00 cost to us.
  
  My concern is I'm to send my 45000.00 purchase to an individual who I don't trust and at the end of it have no choice but to pay the $18000.00 repair bill in another province and basically be at their complete mercy.

  Business Response

  Date: 05/08/2022

  I understand the situation is not ideal.  Our technician performed a thorough mechanical inspection and unfortunately there is no way to possibly know when & if something will fail on any component on a vehicle.

  We are not guaranteeing that we will be able to get this issue covered under warranty, but we are willing to put forth to do so because we firmly believe this is an issue the manufacturer should be held accountable for.  We don't need the vehicle in our possession to work towards getting a pre-approval, when / if we are able to gain a pre-approval, we would transport the vehicle back to us to get this resolved.

  Customer Answer

  Date: 06/08/2022

  
  
  ********** ********
  
  
  
  I am rejecting this response because:
  Nothing has changed. We drove the vehicle for less than six hours and are faced with a 21000.00 repair bill. That's a very expensive ride. Ericsson Nissan keeps bringing up the point that ******** ****** should cover the cost of repair. But what happens if ******** ****** does not. I believe this to be a more realistic path. My reasoning is,I approached ********* *******r an authorized Chrysler dealership with the the possibility of putting the warranty claim through Chryslers goodwill program. Sadly my request was denied as there was no service records available. So my next effort was to contact ******** ****** personally which I did . Same problem no records of service no goodwill warranty. In my conversion with Chrysler I asked if a dealer thought goodwill was appropriate for the circum****ces and the agent said yes,but we still require proof of service records. That ended my conversion with ******** ******. In my conversions with **** I had requested service records so we could proceed with ********* *******r to which he replied we do not have any records. So without these documents ******** ****** is not willing to offer any goodwill services on the 2018 ram we purchased. Would this whole mess be simpler to correct by just refunding our money and have the Ericssen Nissan group deal with Chrysler, repair the vehicle and resell as that is there business. The Chrysler warranty keeps being passed around but what happens when the goodwill is denied. My wife and myself have a $45000.00 piece of junk sitting in a shop,no idea as to when we may be able to enjoy our purchase.
  Thanks for listening
  ****** ******

  Business Response

  Date: 08/08/2022

  I understand that this is not the easiest of situations, but as I have previously stated, we believe that this is a concern that the manufacturer should rectify and we will work on the customers behalf to have this looked after.  If they come back and say no, it won't be because we didn't try.

  We have reached out directly to the consumer and are in contact with them and will update them accordingly.

   

  Customer Answer

  Date: 08/08/2022

  
  I am rejecting this response because:
  
  With ****'s statement we're still on page one. Nothing has changed, Ericssen Nissan has placed the entire burden on the goodwill program with ******** ******. So my under****ding at this point is that if Chrysler denies the request we will be expected to pay the repair bill without consideration for Ericssen Nissan. Also there seems to be a confusing point that keeps coming up. That being the the service and safety report being two completely different tasks. Still it's not clear if Ericssen actually serviced the vehicle or mearly performed the mandatory vehicle safety inspection. My understanding is the service that Ericssen keeps mentioning is the mandatory safety report and not a complete service as indicated by *** and ****. Had a complete service been performed the engine oil could not have been fouled to the degree evident. So my point is if Ericssen Nissan
  
  did not change the oil, Ericssen Nissan may be completely at fault for the dramatic engine failure. As **** I'm not a mechanic but I believe Finning does very detailed oil analysis. We see ourselves as the victims here, we thank everyone for their sympathy and under****ding but that won't pay the bill and in no way should we be expected to either.
  
  ****** ******

  Business Response

  Date: 12/08/2022

  We have been in direct contact with the customer as we have stated repeatedly in this forum, we are working to resolve this as our position is that the manufacturer should be held accountable for this.  It is without question a regrettable circumstance, but one that we are attempting to resolve.  We have not stated or decided what our final position will be as we are still working to hold the proper people accountable.  I understand that given the situation, attempting to point the finger at a technician and attempting to question their integrity may seem logical, it is not reality nor will any such talk be tolerated or help resolve the situation.  

  Customer Answer

  Date: 25/08/2022

  We and Ericssen Nissan thanks to **** have come to a mutually acceptable solution. Though not perfect it will work for us. 

  Thank you for all your thoughts and efforts. 

  ****** and *****