ComplaintsforDuluth Chrysler Dodge Jeep Ram

• Initial Complaint

  12/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was having a shifting problem so decided to call duluth dodge, they said i need an update to my computer.I brought my 2015 durango into dodge to get it updated, (very meticulous owner)while there they said i was almost due for oil change, we agreed to do oil change also.paid them there couple hundred dollars. I left and parked my truck in my garage, over night i had oil and coolent all over my garage floor. Brought my vehicle back to dodge and was told i now needed a radiator and it would be **** dollars. I said i need second opinion because i felt something shady going on. Brought my truck to superior auto and they confirmed my thought that someone cut into my radiator and replaced the radiator for **** dollars.come a couple months later i need an oil change and bring to valvoline and they cant do oil change because last place that did change used an impact on the drain plug and seized the plug into the pan. i bring my durango BACK to dodge and confront them, they use an impact to take out and replace..... (i watched through window) i asked if it was hard to take out and they said no, we just twisted it on out and replaced it, no need to bring here ********* doesn't know what there doing... I want my money back from the radiator and believe they owe me a oil pan.. i don't know how weak the oil pan is now due to the stress they put on. they refuse to acknowledge me and what i'm saying and saying oh well its all done get out and don't come back.this business has so many local complaints im just sick of them taking advantage of people.i'm tired of it. yes i lost my cool, yes i told the general manager off.. Im very upset and he disregarded everything i said and offered an oil change... Bad Business Bad ********************* i'm contacting superior automotive for my receipt if you need it you can email me or call me and i will provide,right now i do not have it while typing this.-***********************- ********** ******************

  

  Business response

  12/15/2023

  Dear BBB,
  Addressing Mr ******* complaint:
  1. Duluth Dodge changed Mr. ******* oil on 5/15/2023 at 105,592.
       **************** accused Duluth Dodge of Damaging is vehicle during the repair.
       We were provided no evidence of that fact. (Oil changes and Radiators do not share the same  
       real estate of the engine compartment) We could not accept responsibility for his accusation.
  
  2. On 12/14/2023 at ******* Miles **************** accused Duluth Dodge of using an impact wrench to    
      tighten the oil drain plug during the oil change referred to in #1. He claimed that another store had
      told him that we had improperly replaced the plug and over tightened it to the point they were
      unable to remove the plug. The innuendo being that we had possibly damaged his truck.
      What ************** found was a drain plug which had evidently had an improper torque wrench    
      applied in an attempt to remove the plug. This resulted in the plug being striped on the outside, or
      rounded off.  Their excuse being that we had over tightened etc.    
      Using the proper tool ************** was able to easily remove the plug and change oil/ filter and
      replace the damaged drain plug for **************** at no cost to him.
  
  3. Duluth Dodge makes mistakes at times. If it is evident that we have we will take responsibility for
       them. ****** we may have tightened the drain plug to tightly or the other shop may have used the  
       incorrect tool to remove the drain plug. The end result was that Duluth Dodge removed the damaged    
       plug replaced it and completed the oil change at approximately ***** miles after Mr. *****************************  previous oil change in this store.
  
  4. Customer Satisfaction: The fact of the matter is that Duluth Dodge has one of the highest Customer
       Satisfaction Ratings in North East ********* and North West *********. Our employees pride
       themselves on the fact that we take care of our customers. We always have and we always will.
  
  Thank you for your consideration in this matter.
  
  *********************************
  General Manager
  Duluth Dodge

  Customer response

  12/22/2023

   I am rejecting this response because:
  
  I gave dodge proof,  the day after my oilchange was done on the original date when they supposedly upgraded computer, I brought my vehicle back to them..  they denied they did it and I got a second opinion. And they validated what I had originally told them.

  When I was at my oilchange place they had the right tool, it was not slipping.  It was so tight it was not removable by hand.  I witnessed.

  Duluth dodge keeps pushing fault on others and seems to feel this will just pass..

   

  I'm not letting it go this time, I contacted bbb because of this.  And have no problem calling the Attorney General also.

   

  My truck tells me when to change the oil, so the milage isn't the issue at hand.  It's the improper equipment used to do the oilchange in the first place, and the fact my vehicle had no issues going in and full of issues coming out. 

   

  With the amount of drainage that happend there is no way it wouldn't have been damage caused by the place the truck was just at.

   

  Your tech lied to me to my face as I watched him pull the plug with an impact..  then told me there was NO issue with the plug.  Now ur saying it was stripped and had to be replaced..

   

  You proved its not an honest ordeal in your own wrighting.

   

  Very unpleasant 

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