ComplaintsforCedar City Motor Company, LLC

• Initial Complaint

  04/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my Ram truck to be repaired to Cedar City Motor Company in December. It is covered under a lifetime warranty. The vehicle was overheating. They have told me they have replaced the entire cooling system and that the next step is to diagnose and prove point of failure of the engine. My service advisor has repeatedly told me it is on the rack being diagnosed and awaiting approval from the warranty company. However, my truck has been parked in the exact spot since the first of February. I have had to get things out of my truck several times and it hasn’t been moved. Last week the Service Manager assured me that the truck engine was gonna be torn down to point of failure on Monday and within a few days I would know what the issue is, apply for approval and get parts on order. Wednesday I called my service advisor, he told me good news, my truck was on the rack and being torn down and I should know something by the end of the week. On Friday I was at the dealer and saw my truck unmoved from the spot it has been in for two months. I tried to talk to The service advisor and the Service Manager, but they were unavailable so I left messages. I have not heard back from them. I do not appreciate being lied to. The shop should prioritize vehicles for repairs that have been with them for five months over those appointments being made after that time, however they do not. My vehicle has repeatedly been pushed to the back of the service line or forgotten. Five months for diagnostic is excessive. I need my truck back in repaired, promised condition. I need the company to be honest with me.

  Business response

  04/22/2024

  We have reached out multiple times to the customer and unable to have correspondence. We have the truck disassembled to the point of failure. We have submitted all the findings to the service contract company and are waiting for their approval. Our service manager is working with them to expedite the approval for the repair. The customer has his personal cell phone number and not responded to him. The truck was moved, just reparked in the same location after doing the diagnosis. We can update this as we get more information. 

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