Dealer Issue

[Idaho Native]

Back in the end of Dec 04, I brought my pickup in to the dealer for warranty work on the door seals which had torn after a month of use. It was a struggle, to say the least, to get the dealer to understand that there was a "fix" available, as I showed them on the SRT-10 on the showroom floor. Anyway, after several days of discussion, including me providing the service with part numbers and the TSB, they asked me to bring the thing back in and have them replaced with new strips until the next TSB comes out in Feb.



So, in the process of helping the dealer out with information and being so accommodating, the service dept agreed to install the full rear fender liners for me, at what I assumed (I know that's dangerous) and was told to be no charge. When I picked my pickup up on 31 Dec, I signed the invoice that stated "0. 00 due". I was very happy and subsequently filled out a dealer requested feedback sheet with all kinds of glowing words.



Lo and behold, in today's mail, I get a bill from the dealer for $108 referring to invoice XXXX. It does not say why I owe the money... just that it's "due". I retrieved my copy of the invoice and wouldn't you know it, it still says "0. 00 due". It'll be interesting to see what the billing and service have to say tomorrow when I go in with my copy of the invoice. I don't think they have a "legal" leg to stand on, but I'm sure they're going to try and force the issue. I'm in the mood for a good showdown :-{}



By the way, this particular dealer is in the process of being bought out by the Lithia group, for which I have NOTHING good to say.



I'll post my answer here when I find out.



Loren

 

[AKAMAC]

Just remember that there is often little communication between the accounting and service depts. Jane may have seen invoice showing liners that were "missed" on the WO written by John. To show how competent she is, the bill is mailed and no questions will be asked of John until your money is mailed back to them. Welcome to corporate America.

 

[abdiver]

Idaho Native tell me about the Lithia group as there is a new Lithia dealership north of me and I was going to stop by and kick a few tires



Thanks

 

[Idaho Native]

I think AKAMAC hit the nail on the head... I stopped by on my way to work. I took my invoice and the bill to the cashier. The place was a madhouse to say the least Both of the ladies behind the desk were employees at the Chrysler dealer next door two days prior. They got moved to the "new" dealer with no training at all. I felt sorry for them. They had to refer my situation to one of the new owner's "suits" to handle.



Anyway, when the old dealership was "clearing it's books", exactly what AKAMAC said is what happened. They tried their darndest to get me to pay for it, but I was holding an invoice with "0. 00 due" on it... they said their billing department had "made a mistake". I asked them to "say that again, please. " You should have seen the look on her face She then led me to the service department to see the Service Rep that made the deal for me back in Dec. He took one look at it and said "what did you bring him here for?... his invoice is cleared... I spent 45 minutes fixing this problem with the accounting department two days ago... he should have never been billed!"



So, it worked out in the end. But it reinforced to me that it is really important to keep copies of receipts. As for this being a Lithia dealer, I'll let things settle down a bit before I make a final judgement. Evidently they took about 50% of the folks from the Chrysler/Jeep dealership, moved them to the new Dodge/Chrysler/Jeep dealership, and let about 50% of the Dodge folks go. But I have seen poor results from the Lithia Ford dealer here... my neighbor has not been treated well at all. So far, his "service after the sale" has been poor at best. I don't know if it's because of the personalities at the Ford store or if it's a Lithia corporate mentality. I'll find out the end of Feb when I call to see if the "new design" door seals are ready to install.



Loren

 

[DocDetonancour]

I found the Lithia dealer too tough to deal with when I was shopping for my truck. doc