Complaints

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• Initial Complaint

  Date:08/02/2023

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  Approximately 2 months ago I brought my 2018 Ram to Ponoka Chrysler because my engine was burning 1 1/2 to 2 liters of oil in about 500km there was also a slight ticking noise. My vehicle was still under its 100,000km power train warranty. I had owned the vehicle for Approximately 1 year. I purchased it from a dealership in BC. I provided all my service receipts and the Inspection documents from the dealership I purchased it from. All my oil changes were done within the timeframe of the manufacturers oil life meter Installed on my vehicle. I have always used a full synthetic oil and 90% of my KM were highway km. The report filed by the service manager stated I was 17.000km over on my oil changes. Therefore chrysler denied my warranty. The service technicians diagnosis said the engine had cam and lifters failure. A common problem with these engines. So to fix my vehicle they said they could replace the cam and lifters at a cost of $9500. As I was left with little choice I had them do the repairs. 1 week after getting the vehicle back from the dealership the check engine light went on and I checked the oil, which barley registered on the oil dipstick. So I returned the vehicle to the dealership. They did an oil change replaced the pcv valve and air filter and had me drive it 1000km to see exactly how much oil it was consuming. In 1000 km it used over 8 litres of oil twice the consumption it was using before the repairs. Upon returning the vehicle I was told that it needed a new engine at a cost of another $8000 after they had me put almost 10,000 into the current engine. I had been in contact with my service rep about the oil consumption Numerous times before the Initial repairs and during yet the technician obviously failed to address this issue otherwise he would have known the engine needed replacing. So the technician failed to do his job diagnosing my engine and the service manager failed to give an accurate report to Chrysler denying me warranty.

  Business Response

  Date: 02/03/2023

  When Mr ******** came in and the original diagnosis was completed, we asked for his maintenance records as this is one of the first things that is required to claim warranty for engine failure. Chrysler deemed it unwarrantyable due to available maintenance records only showing sporadic maintenance. Vehicle maintenance in Canada is required every 5-8000km. When Mr ******** came in the 2nd time, after we diagnosed his concern of oil consumption which was not properly stated on the 1st visit.
  Having sympathy for Mr ******** I made an offer to him to help out, in which immediately he stated that he would get his lawyer involved. At this point I had to pull my offer as he threatened legal action.
  

  I understand after this he has tried to purchase a new vehicle from our sales dept.

  
  

  Customer Answer

  Date: 02/03/2023

  
  
  Complaint: 19366120
  
  
  
  I am rejecting this response because:

  First, to address the warranty. My oil changes were done at the end of every oil life cycle from the oil life meter installed by the factory. As well the oil life changes with certain conditions such as using a full synthetic oil as I did, and my service receipts I provided to the dealership will confirm this.
  As for the work that was performed on my vehicle. The oil consumption issue was clearly addressed in the appraisal and work order in witch I have a copy of. As well the service representative in witch I was working with will confirm that we had neumourous interactions and conversations about over the phone and in person about the oil consumption. The technician clearly did not address the issue when he was diagnosing the problem and recommended the repairs.
  
  
  
  Sincerely,
  
  
  
  ***** ********