I have worked in and with dealership service departments for over 25 years. When my niece was ready to go to college out of state at my advise she purchased a 2007 caliber with chrysler service contract and maintenance agreement (from another dealer in KY). I thought I had piece of mind thinking that she would be taken care of with little or no hassle. Was I ever wrong. The first couple of visits to Lakeland Chrysler for oil changes and a few other little things went for the most part ok. Around Sept 2015 she had a noise coming from the front of her car, they informed her it was the hub bearing and replaced it under the contract, the noise was still there. My niece had picked up the car and was going to take it back. The car was then involved in a rear end collision, and it was borderline being a total loss. This was in October. While waiting for the insurance company to settle, the transmission went out. The car was now 400 miles beyond the contract period. it is now late November. I contacted Chrysler Service Contracts (an upstanding company) and discussed the situation with them, they said they would replace the transmission, for the dealer to contact them. I went to visit the service manager in person, to review all the information with him and asked for his assistance. He informed me it would be no problem have the car towed in and we did. We waited for a response for almost a week and a half. I was contacted by Matt, who informed me that he had contacted Chrysler Service Contracts and they denied the repairs and it would be $5000.00. I wondered what went wrong so I contacted Chrysler Service Contracts again. They informed me the dealership never contacted them. I then contacted Chrysler customer assistance and filed a complaint. It took me calling Chrysler customer assistance 3 times over a period of a week before the dealership contacted Chrysler Service Contacts for approval. The transmission was approved and replaced just before Christmas. As a gesture of no hard feelings, in spite of the recommendation of others, we left the car to be repaired by the body shop at Lakeland Chrysler. It was almost a pleasant experience, except for the alignment that was supposed to have been done by the service dept. I looked at car and could tell the rear axle was not in specs. The body shop manager sent it to another shop to be aligned. Guess what it was out of specs and the left front tie rod end was worn( the socket was loose). Wait a minute, the tech had had this part disconnected at least twice in the last 1500 miles and an oil change inspection and most recently 50 miles ago when the transmission was replaced! Along comes the new year we finally have the car back, all fixed, Chrysler and State Farm has paid around $8000 for the repairs to this car. My niece gets the car back and I hope the nightmare is over. Nope! The car develops a shutter at 35 mph intermittent. We take the car back to Lakeland Chrysler, they keep it a couple of days and Matt informed us the "tipm" needed to be updated and it would be $110.00. I refused because, we did not authorize any charges and with my experience I felt it was a bad diagnosis. I did eventually agree to pay $49 for check out if when my niece picked up the car and drove it that it did not shudder. She picked it up and drove it a week, it was back again. I instructed her to take the car back to the dealership when it was malfunctioning and have someone in service ride with her. She did. Lakeland Dodge confirmed it was a shudder again, they Don (new guy) called me later to sell my another $5000 transmission, at which point I reminded him they just put one in it and it would be covered by Mopar Parts warranty. I was then told they would order the transmission and we would have the car back in a week. I requested a loaner for my niece because of her need for her vehicle, and even asked she couldn't drive hers until the replacement trans got there. Don said he would put her name on the waiting list for a loaner. A week goes by neither my niece or I have heard from Lakeland Chrysler. I call and speak to Don he is hopeful the transmission will be in and ready to pick up the next day, that was on a Wednesday morning. Don calls me on Wednesday afternoon, he informs me they did further diagnosis on the car and it doesn't need a transmission but a $500 throttle body. I agree with this diagnosis in theory, but at this point the history with this dealership service department, I think I will pay another dealer to confirm the diagnosis and repair.
Again I have 25 years experience with service and parts operations in Chrysler dealerships. I know things can happen. I expected that my niece would be well taken care of. If there was ever a problem with the car, I expected it to be brought to our attention so that we could have it repaired. She drives over 1200 miles one way to get back home. This dealership service department failed on safety inspection, proper diagnosis, and quality control in my mind.
I Recommend This Dealer:
Matt, Don, and service manager
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