Lithia Dodge has Failed to Honor Warranty

[Huskerman]

1. Five Star Dealership = Screws the most customers. Five Star is 100% about how much money they make for Daimler Chrysler Corp and has absolutely nothing to do with customer service -- unless you count the customer satisfaction surveys they fill out for you that you never see. Even if you were allowed to return your own survey it's a very small factor in who gets the star. The more stars; the more profitable they are for Chrysler Corp (least warranties honoroed). That's the bottom line. I think customer satisfaction is inversely related to number of stars.

Obviously each person's experience is going to vary but it's been my experience that this is NOT true. Not only have I gotten a customer service survey each time, but I got a call from Chrysler as well. The survey was MAILED to me with instructions to mail it back to Chrysler, not turn it into the dealer.



In fact, I believe with the last survey, I was given the opportunity to complete it online. I might be mistaken however. Each time I had service performed, the service manager told me that I would get a survey and that if there was any reason I would couldn't give them the highest rating on any category to call him and let him know.



I was told by Chrysler and the dealership that the 5-Star rating was directly impacted by those surveys and that the rating also dictated pay (I am guessing bonuses and such) for the service department.



I am NOT defending Chrysler in any way, shape or form. I agree with most of you folks that dealers and companies in general aren't very service oriented any more. I do think however that the statement above is just a little over the top.



I am glad to see people posting their experience with Lithia here. Lithia owns a TON of the dealerships here in Boise and although I haven't purchased from them in the past, now I also know not to purchase from them in the future.



Huskerman

 

[Big MAK]

My last experience with Lithia was June of last summer. They had the survey behind the counter where I paid. They filled in part or all of it if you didn't when you paid the bill and filtered what went to Daimler/Chrysler. Maybe they changed the policy since then (I doubt it).



The "Five Star" rating is DEFINITELY based in large part on the profitability of the service department from Daimler's perspective regardless of whether or not the surveys are legitimate. It's their way of steering business into the shops that make them more money (pay less warranty = make more money).

 

[CBrahs]

If memory serves me correctly, that is the truck that lithia called me about when I was working at a Jeep Chrysler dealer in the service dept here in Albuquerque. The guy on the phone told me that they had a vibration that they could not fix and wanted me to look at it. (like I said, it may be the same truck but not totally sure).



Here is a question for all of you. How many times when you take your ride in for service, does the service advisor tell you about the "survey"? DC only sends out surveys for new vehicles to the original owner for the first 12 months of ownership. They get on their knees and BEG for a perfect survey and often offer free oil changes or tank of fuel so you bring in the survey and hand it to the advisor and he fills it out to his liking and you get the "free" LOF or tank of fuel. This is how they are getting that 5 star rating BY CHEATING. Every dealer does it or else they would have DC up their ***** on an audit wondering why the poor performance. I had a service manager tell me he had NO morals when it came to the CSI survey (this coming from a very catholic and i mean VERY catholic person). He basically told me to do what it took to get that survey from the person and fill it out myself or to have the customer fill it out in front of me and I mail it in. I guess I have too high of morals to do so and that is 1 reason I left. If everyone filled out the survey honestly then every dealer (no only DC) would be hurting. After the 1st 12 months of ownership and the surveys are not sent out anymore then they leave you hanging. We had to mark the repair orders with SURVEY on the top so we knew it was going to affect us and the techs knew it was a survey.

 

[sag2]

Nordby, looked this unit up on DealerConnect and here is what I see. Purchased used but warranty was never transferred. This is a free transfer, but it was never done and is still listed in the first customers name. So technically your friend Dillman has no warranty coverage. In December 2005 a dealer in New Mexico put in a new front crank seal. The technician obviously had the damper off to replace the seal, so it would appear this problem is ultimately the fault of the technician that did the work in the first place, as he did not tighten the bolts properly. So I can understand that your friend is mad at Lithia, but they only sold a used vehicle, and did not transfer the warranty. Beyond that, it does not appear to be a factory defect, but faulty workmanship by the technician that should not be covered by the defect warranty, even if transferred. From these additional facts, it appears Lithia may not be as bad as you make them out to be. It still puts Dillman in a pickle, but you need to direct your (and all the TDR members that have responded) anger and frustration to a party that might be more responsible for this mess.

 

[Huskerman]

Every dealer does it or else they would have DC up their ***** on an audit wondering why the poor performance.

Oh brother.



The question is, do they do it while flying their black helicopters???



Huskerman

 

[Nordby]

sag2 - Thanks for the information - this is stuff Dave and I, and tdr need to know. The only inkling we have of "Some dealer in Albuquerque" was the original issue in Lithia, Billings - the site of the first stranding. And, as was mentioned by a member here and verified by Dave - these folks treated him quite well.



From there I must disagree with you. Lithia deserves the full anger of TDR, and all mistreated customers. Look at the posts with other experiences, google "lawsuit lithia" and read my reasons for this situation below.



Lithia has treated Dave nothing short of awful. They ignore his calls, lie to him, cannot even dump the codes from his truck until he tells them how over the phone, park his truck at the dealership for a total of 4 months to accomplish < 2 man days worth of work. We can now add total incompetance to the long list of things Lithia, Santa Fe is guilty of. That they sold a truck to Dave and did not transfer the warranty, or help him do that, is pretty poor service. And, that they didn't figure out, via the same records you searched, that the Albuquerque dealer likely caused the problem and helped Dave with that issue is pretty sad. Instead they drill out broken bolts, insert helicoils, and reinstall what they later determine is a faulty harmonic balancer. Lithia took ownership of the problem right then and there when they started applying band-aids and causing more issues with his truck. All causing the engine more damage at least, and potentially dealing the fatal blow to it from the first issue which could have been fixed with a crank replacement.



A few things come to mind here. Looks like Dave did not take the initiative to transfer the warranty - probably didn't know - I sure didn't on any of our personal used trucks so I guess I am not covered either! A piece of paper and who signed it makes no difference in the scheme of what is right and wrong. Chrysler, and its network of dealers should honor it. No matter who did what. The engine of truck was under warranty (85K miles when this all started).



Furthermore, who cares who caused the problem. Chrysler and its franchises need to sort that out, behind the scenes, for a customer. To me, I shouldn't have to care. If they want to point fingers and shuffle funny money around while a happy customer drives his truck, let them have at it. It is a broken business model and totally against the reasons why Chrysler has a network of dealers (read - network of support and warranty work across North America).



Thanks again sag2 - I don't meant to direct my opinion at you in any personal way. I may be wishing for Utopia here - but my goal informing TDR about this is because I think we can get a little closer by exposing dealerships like Lithia and how disconnected Chrysler is from the customer.



Thanks, jon.

 

[Nordby]

P. S. Monday was a day of speaking with lawyers' receptionists, no other progress at this point, and no return phone calls from them yet.



jon

 

[bighammer]

I would guess Heli-coil is fine for a static application, but doesn't a harmonic balancer have a specific job? And maybe a Helicoil in a dynamic situation upsets that balance? I'm no engineer and maybe it's no big deal. I can't comprehend what the big heavy pulley on the front of every engine does, but it must be important. SO maybe the guy that understands what it does and why it's there should say whether a mod like that is OK. (not your Joe Goodwrench who can just make it stay there)

 

[Huskerman]

Lithia has treated Dave nothing short of awful. They ignore his calls, lie to him, cannot even dump the codes from his truck until he tells them how over the phone, park his truck at the dealership for a total of 4 months to accomplish < 2 man days worth of work. We can now add total incompetance to the long list of things Lithia, Santa Fe is guilty of. That they sold a truck to Dave and did not transfer the warranty, or help him do that, is pretty poor service. And, that they didn't figure out, via the same records you searched, that the Albuquerque dealer likely caused the problem and helped Dave with that issue is pretty sad. Instead they drill out broken bolts, insert helicoils, and reinstall what they later determine is a faulty harmonic balancer. Lithia took ownership of the problem right then and there when they started applying band-aids and causing more issues with his truck. All causing the engine more damage at least, and potentially dealing the fatal blow to it from the first issue which could have been fixed with a crank replacement.

Bad service all the way around IMHO!! There is no doubt that the dealership has basically treated your friend like a red-headed step-child. It's disgusting.



It also points to something that I have realized even when I have gotten GOOD service: there seems to be a real lack of knowledgeable diesel mechanics at the dealerships no matter WHERE you are. You would think that a company that sells as many diesels as Dodge would make hiring competent diesel mechanics as job priority #1!!!



Huskerman

 

[Big MAK]

Bad service all the way around IMHO!! There is no doubt that the dealership has basically treated your friend like a red-headed step-child. It's disgusting.



It also points to something that I have realized even when I have gotten GOOD service: there seems to be a real lack of knowledgeable diesel mechanics at the dealerships no matter WHERE you are. You would think that a company that sells as many diesels as Dodge would make hiring competent diesel mechanics as job priority #1!!!



Huskerman

I've had some discussions with dealerships about this. I've been asked by dealers. . "In your opinion why is service so bad? We would stack our mechanics up against anyone. They have extensive training and expertise. "



My Answer: "You have a few experts for the big things -- but everyone else is an underpaid idiot. "



They have highly trained experts. . just very very few of them (or only one). . so it's a rare day indeed that person gets to work on your truck.



I suspect the median time-in-service (as an employee) of the people in a dealer's shop is less then one year (definitely less then two years). Note I said median not average. There are those few experts that have been there a long time that skew the 'average'. The median (number in the middle of a sorted list) is the typical person working on your truck.



It's a total mystery how they excuse their $60+ per hour shop rates when the people working on the truck are just out of highschool or jail. They really need to start regulating that stuff like they do other industries (sadly; I hate regs) because it's so abused by dealerships.

 

[llotton]

I had some work done at Lithia in Medford Or. The work performed was two TSBs. I told the service writer that I had an extended warrantee (truck is a 2003) and asked him to confirm coverage. I had pre ordered and paid for the parts thinking that the warrantee would cover them later, When the work was done I was told that nothing was covered by the warrantee. I confirmed this for myself.

I wrote a letter to the "service Manager" telling him of the total transaction and that I beleived that I had an obligation to confirm coverage prior to service but that I also beleived the "dealership" had the same duty. I offered to split the difference on parts and labor. They agreed and cut me a check. The service writer is GONE. The dealership rehired a past service manager named Travis, good guy, he is the one that got the thing straightened out. I have bought three vehicles from this dealer and refered one other customer to them.

Just wanted to throw this into the mix. From sales to service I'm OK with Lithia Medford.

 

[llotton]

I forgot to say that for a salesman you can trust to be honest and fair see Donovan Smith, a good guy and he will work with you. Larry

 

[Diesel Nut]

I am so glad I bought mine from Dave Smith. And my local dealer is absolutely AWESOME for service, not that they ever see my truck. Not much warranty left on mine!:-laf

 

[Nordby]

Llotton, Diesel Nut and others mentioning individuals, small dealerships, etc -



Good that we are listing some folks that are good to deal with - probably more important at this stage of the game to take a positive slant and help tdr find the good folks to do business with.



thanks, jon.

 

[DonFitzwater]

Lithia has been a joke, as far as I'm concerned, for a long time. Every time that I have shopped them, they have had worthless salesmen, and most certainly worthless service personnel. My local dealership, Gene's Chrysler, is pretty fair with most things... ... ... ... . service is a little slow but I do live in Alaska and things take a little while to get here. As far as this gut having issues with Lithia, GET A LAWYER! ASAP! I'm sending an email to that bimbo who's email is listed on the first page of this thread... ... . she's probably got huge... ... ... ... well... ... ..... you get the point!

 

[DonFitzwater]

I sent that little sweetheart an email, we'll see if she responds or not?

 

[RJWEST]

If a Dodge dealer is selling a dodge truck with remaining warranty,
Why would they not want to inform the purchaser that a transfer of
warranty is in order? Or just transfer it for the purchaser...

 

[brods]

P. S. Monday was a day of speaking with lawyers' receptionists, no other progress at this point, and no return phone calls from them yet.



jon

Make absolutely sure he finds out all the fees and potential costs likely to be incurred if he goes the lawyer route. Get it in writing!! A guy I know asked his lawyer if he wanted to go out for a drink after a meeting and then got a bill for the time the lawyer spent at the bar!!! Find out who pays if it goes to arbitration and if it is a fixed fee or based on time spent. A guy I know had binding arbitration take 40 hours and the bill for the three arbitrators was over $40,000. 00 And he had to pay half!



I have heard so many stories where people wound up paying more than they gained fighting the legal system. Remember the legal system is designed to separate you from your money, the case is a secondary consideration.



I hope everything works out for your friend. Have him weigh his options carefully!

 

[NUKEMAN]

It also points to something that I have realized even when I have gotten GOOD service: there seems to be a real lack of knowledgeable diesel mechanics at the dealerships no matter WHERE you are. You would think that a company that sells as many diesels as Dodge would make hiring competent diesel mechanics as job priority #1!!!



Huskerman

Why? 5 Star is just a phone call away.....

http://www.youtube.com/watch?v=Mv3M-XotQkQ&mode=related&search=



Sound familiar?

 

[BGlidewell]

Make absolutely sure he finds out all the fees and potential costs likely to be incurred if he goes the lawyer route. Get it in writing!! A guy I know asked his lawyer if he wanted to go out for a drink after a meeting and then got a bill for the time the lawyer spent at the bar!!! Find out who pays if it goes to arbitration and if it is a fixed fee or based on time spent. A guy I know had binding arbitration take 40 hours and the bill for the three arbitrators was over $40,000. 00 And he had to pay half!

I have heard so many stories where people wound up paying more than they gained fighting the legal system. Remember the legal system is designed to separate you from your money, the case is a secondary consideration.

I hope everything works out for your friend. Have him weigh his options carefully!

http://www.araggroup.com/ Legal insurance. I had to sick a lawyer on a dealer and it cost me $0 other than the $20/month fee. The dealer and DC have on-staff legal services and can probably out-last most if they really want to. But, what they fear most is two words. "class action".