ComplaintsforThurston Chrysler, Dodge, Jeep and Ram

• Initial Complaint

  10/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I dropped had my car towed into Thurston for repair. They took multiple weeks. When I picked up my car I noticed it was left unlocked with my belongings in it. I turned on the car and noticed a new noice. Checked the radiator and it was low on coolant, right after picking it up, while still in the parking lot. They tried filling the overflow and saying it was fine, I said the radiator was low and the tech filled it. I took it home hoping all was well. Took my car on an hour drive to an interview the next day. During that trip a check engine light came on. The code was for oil pressure being out of parameters. Upon checking the oil level, I found it was not even indicating on the dip stick it was so low. There are no indications of a leak, just that they did not fill it, just like the coolant. I was hoping to see if maybe a sensor was disconnected and causing the code to persist and it be an easy fix. The first bolt I touch is so loose I can just pull it out. I tried calling them for three days and got no calls back and never was someone available even tho I called at least three times a day. I went in today and explained why I want a refund. I've gotten a refund for the "work" performed but believe they caused more damages than they fixed. They know they performed shoddy work, that's why they refunded and couldn't stand by their work. I have an appointment to take it into a shop Nov 1 2024. Today is Oct 31 2024. I'm hoping to bill the dealership for anything the shop finds. Can y'all help?

  Business response

  11/01/2024

  Our first interaction with this guest was back in April of 2024 when he contacted us to diagnose his vehicle for an intermittent overheating issue and HVAC heater not getting warm enough, customer thought he had an extended service contract from when he purchased his vehicle, however,when we contacted the extended service contract company we were informed it was expired. Customer had been attempting repairs himself and had replaced the thermostat several times requested a quote to replace the heater core which was provided tentatively over the phone with the explanation that the vehicle had not be diagnosed and we felt it best to diagnose the vehicle prior to any set quotes being offered. Customer objected to the pricing of heater core replacement stating that he could do it himself much cheaper. Customer brought his vehicle in for diagnosis on 4/03/2024 and upon inspection found HVAC temp door actuators failing, inspected coolant which was found to be full but dirty and our technician discovered a flush hose tapped into heater hose indicating someone attempting to flush the coolant at some point prior to us seeing it.Customer was advised it was recommended to replace the tempt door actuators to start but may need radiator and heater core as well. Estimates for all repairs provided to customer who declined any further repairs/services and took his vehicle.
  
  Our second interaction was unrelated when customer came in on 10/10/2024 with a concern of vehicle has engine oil leaking. Vehicle was inspected  and found oil filter housing to be leaking oil and recommend replacing the oil filter housing. Customer had recently replaced the oil filter housing with a NON OEM part from *************** and requested we replace it with another NON OEM part he provided from **** due to the part having a warranty on it through Napa Auto Parts.  Customer was quoted the going rate to replace oil filter housing, customer complained about cost to replace part and that he could do it in twenty minutes etc.  We ended up agreeing to an amount of only $190.00 to replace the part in the interest of customer satisfaction. After completion and vehicle being picked up approximately 2-3 days later customer returned requesting a refund due to shoddy work, service manager offered to re-inspect for any concerns with repairs that were performed in an attempt to,if any workmanship faults found, correct them. Customer demanded a refund and refused to have vehicle re-inspected. Customer was provided with full refund of $190.00.

  Attachments of Repair Orders can be provided if necessary.

  Customer response

  11/02/2024

   
  Complaint: 22499287
  
  I am rejecting this response because:

  The response is an attempt to deflect responsibility and cast doubt. The right to repair act allows us to do what I do. They include the work that I have done to make me appear like a fool. This is an insult to my intelligence and I will not stand for it. The work I perform was done within spec and according manufacturers recommendations. The technician at Thurstons couldn't even tighten all the bolts down, left it low on coolant, oil, and left the doors unlocked overnight with thousands of dollars of equipment inside. The low oil caused a P 0520 code for oil pressure and potential damages that are being investigated. A report in being generated by another accredited shop. I expect Thurstons to pay for the inspection and repairs required.
  
  Sincerely,
  
  **** ******

  Business response

  11/04/2024

  Good afternoon and thank you for the response/opportunity to respond on our end.  We apologize as no intent was made to insult and information was only provided as to completely give the BBB the chain of events and information requested.  As stated prior, attempts were made to re-inspect the vehicle seeing as customer had concerns about work that was performed. In these situations we do our best to accommodate our customers and make any potential comebacks a top priority and if any errors were found we would have taken care of at our expense. Due to the fact that customer declined letting us re-inspect vehicle and not being able to confirm or deny accusations we decided to refund customer in an attempt at goodwill and customer satisfaction.
  
  As customer noted above regarding low oil pressure code the code in question P0520 is not specifically for oil pressure or lack of oil pressure the code description (taken from ****************** library) is P0520- engine oil pressure sensor circuit this indicates there is a circuit fault with the sensor. Typically when this code sets the sensor is faulty and there is a technical service bulletin (#**-034-14) (see attached) for this code which directly states to replace the oil pressure sensor with an updated sensor. In the event that we were given the opportunity to diagnose the vehicle and address the customers concern we would test the circuit to the sensor,check power and grounds and if there were any faults on the circuit address them, if the circuit were to test good then our recommendation would be to replace the sensor. It is possible that during repairs the sensor may have not been plugged in or connector clicked in causing the circuit code and diagnosis would determine if it were in a fact a workmanship issue, which would have been addressed at no cost to the customer or a faulty sensor and recommendation would have been made. Unfortunately not having gotten the chance to inspect it we cannot say for certain but what is certain is that the code in question is a circuit code indicating faulty sensor or connection issue not low oil pressure.
  
  Please also see attached RO that was refunded (RO 42882)where it was noted that oil was indeed topped off.
  
  In light of information provided and the facts provided we are confident nothing we did or did not do has caused any damage to customers vehicle and customer has been refunded. So no other accommodation is going to be made at this time.
  
  Thank you and have a wonderful day.
  

  Customer response

  11/05/2024

   
  Complaint: 22499287
  
  I am rejecting this response because: 

  They did cause damage. I have attached a photo that was sent from the shop that I took my jeep to after Thurstons. On top of the damaged gasket, they damaged the oil pressure sensor. The shop found that the sensor had been damaged upon reinstallation to the oil filter housing by Thurston. Shop stated that oil sensor being damaged caused the code however, the low oil could have caused damages that are yet to been seen. Thankfully I noticed the low oil level and corrected it myself or the damages would appear much sooner. At this point, I still expect Thurstons to pay for the inspection, the labor, the parts that have been installed, and potential future damages, within reason. Low oil level leads to excessive wear on internal parts, we all know this. Just because it didn't blow up, doesn't mean it has no excessive wear imparted on it due to Thurstons failure. Took weeks to get it done, the vehicle was left unlocked over night with thousands of dollars of equipment, low on coolant, low on oil, new code, broken oil sensor, loose intake bolt, a ruined intake gasket and I couldn't get a call back when The code appeared for three days, I had to come in to speak to someone. The list has just got longer and longer. They failed, cause damage/excessive wear and need to make it right. 
  
  Sincerely,
  
  **** ******

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