Indigo Industrial

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]I do not accept this at allThey are saying the exact same thingBased on the paperwork I have, from Baraboo Motors, the situation/problem with the transmission are directly relatedWhen I brought the truck in the first ***e I specifically said that there was an issue when the transmission would go from 3rd-4th gear, or in that areaI firmly believe that Baraboo Motors failed to take the ***e to properly diagnose the issue at that ***eA test drive and a scan from a computer are not reasonable to say they fully looked into the issueThe transmission pan was never taken offFluid was never checkedThese are things that should have been done, by a trained mechanicWhen I took the truck in most recently, there were transmission updates available and required for that specific transmissionBaraboo Motors took the ***e to do the recall work, but failed to do any updates on the transmission, which may have resulted in a better performance of the transmission.Baraboo Motors Is now offering a lower priced transmission replacement, only after I brought that upA business with Integrity would have offered this on their own, especially considering the circumstancesBecause I used the Ram for business, this entire mess has cost me thousands of dollars In lost revenue, towing expenses and we are still not getting anywhereI feel that Baraboo Motors Is failing to take responsibility for not doing a proper inspection of the problem when I first took the truck to them with the transmission issueThey told me to continue to drive itI also feel that Baraboo Motors does not have much experience with working on the larger trucks, considering they sell very few of themAt this ***e, I am still requesting that Baraboo Motors fix, repair or replace the transmission.Thank You,*** ***
*** ***

To whom it may concernOn 09/02/14, Mr*** brought his truck in as he stated to have us diagnose a noise concern in his transmission as well as other maintenance items fixedThe vehicle had miles on it at that ***eOur transmission technician did take a road test with the customer,
then pulled the vehicle in and put on the hoist to perform a visual inspectionHe concluded the noise was in the drivetrain area, so he contacted STAR, which is Chrysler's technical resource center for techniciansBased on what our technician told them, they said they had recently heard other concerns similar to the one we were describingThey recommended not replacing any parts at this ***e as they were looking into a permanent fix for this concern. The customer states we were going to be in contact with him once there was a fix available. Simplistically stated, unless the vehicle is "not driveable- in our shop for repairs", we are not notified when repairs become availableThey do not give us a ***e frame for a repair, and there may never be an actual repair if they determine the noise is or within tolerancesThe point would be, the reason they would not want us to make repairs, if they determined it was a "noise" or the noise was consistent with others, a repair may not actually fix the concern. The customer states he made numerous calls to ***, but ***'s last day of employment at our dealership was 10/10/14. At that point, I would have been the person answering calls at the service department, and I don't recall any subsequent calls after that repair in September. The customer states there were several visits after that, but our only record was an oil change and check engine light diagnosis on 01/26/15, with miles. There was no mention on the repair order of a transmission noise so we did not address anything at that ***e. I spoke with the person that wrote up the repair order and he does not recall having a conversation with the customer about this concern, and would have written it into a job on the ticket if there were a noise concern mentioned. There were no other visits by the customer until the most recent one on 02/17/2016, and it had miles. The customer came in with a "no 4th - 6th gear" concern. The same tech that inspected on the first visit in 2014, also inspected it this ***e. He determined that there was an internal failure, most likely 4th gear (due to an active code of P0734-00, active gear shift incorrect ratio). At that ***e, we prepared an es***ate for the customer to replace the transmission. The customer was requesting assistance from Chrysler for the repairs. At this mileage, it was beyond the dealership's ability to get "out of warranty" assistance, so the customer said he was going to call Chrysler directly. Chrysler did call us back on 2/22/and spoke to our service manager, ***We gave the customer the requested repair order information from previous visits. The Chrysler call center agent then spoke to the customer and the repair was declined for any goodwill assistance. I also spoke to our district manager to seek assistance on the local level vs the corporate offices, and was also denied out of warranty assistance on this repair. Baraboo Motors is an independently owned Chrysler Dodge Jeep Ram dealership, and, like every other Chrysler dealership, we do not specifically warranty the vehicle or components, that would be the responsibility of the Chrysler Corporate offices. We could trade the customer out of the vehicle, but the trade in price would normally be adjusted to cover the cost of repairing the transmission. We have exhausted our avenues to get warranty coverage from Chrysler beyond the warranty limits on this component, which would have been months or 100,miles, whichever came first

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
*** *** Hello, there are numerous reasons why this does not resolve my complaint1) I paid $50,for this truck, specifically so that I would not have transmission problems, or any other problems2) I was told by *** that Baraboo Motors would contact me about the transmission and would replace or repair the transmission, once he knew what the Issue wasAs a consumer, I have no control over who works at Baraboo MotorsIf *** failed to pass this Information on to the new Service Manager, It should not excuse Baraboo Motors from being responsible for repairs3) I did make attempts to contact Baraboo Motors to see if a fix was availableagain, It should not matter If *** was working there or notI referenced ***s name because he was the person I had originally dealt withIt is also Important to say that Star On Line said they were Investigating A Cause*** assured me Baraboo Motors would contact me when they knew how to repair the transmission.4) In the reply from Baraboo Motors, It says that Baraboo Motors Is an Independently owned dealership and they do not specifically warranty the vehicle or components, that would be the responsibility of the Chrysler Corporate officesThis doesn't make sense with what the reply previous to thatFurther above In the reply from Baraboo Motors, it says that I requested assistance from Chrysler for the repairs(which I did, because that Is exactly what Baraboo Motors told me to do) Once I contacted Chrysler and explained my situation, Chrysler put me on hold for over minutes so they could call Baraboo MotorsThe reply states that *** took that callI'm not sure who *** Is, but this seems like it would be someone who may not have all the Information about my truckI did not talk to *** when I went to Baraboo Motors on 2-17-Further more, this goes against the statement about Baraboo Motors not specifically warrantying vehicles or componentsWhy else would Chrysler directly contact Baraboo Motors about my situation?5) This Is not simply about warranty work eitherWhen a customer Is told by a dealership that the dealership will contact them when they know how to fix the problem and the dealership fails to do so, they are responsibleThe dealership put this In writing, that they were Investigating the problemNow there Is an $11,plus repair bill and no one wants anything to do with itThey are over charging for the transmission tooBaraboo Motors quoted me $7,for a reman transmissionI went to another Chrysler dealership and was quoted $for the same transmission6) I do have copies of the paperwork from Baraboo Motors and will be mailing them to the Revdex.com

Note:The previous followup and this followup letter were both sent by [redacted], I am also the person who spoke with [redacted] at the counter the day he was here.  I am also the one who relayed the information to [redacted] when Chrysler called her to ask specific information about the repair.  Chrysler protocol would require them to ask for the Service Manager, which is [redacted]'s job responsibility.  She happened to be on a day off the day the truck came in on Feb 17th.  Chrysler's normal protocol would be to place the customer on hold, and call the servicing dealer to verify the concern and to fill in any blanks they may have about the vehicle in question. Based on the notes from the technician on repair order 150154, his research indicted that Engineering was investigating a few concerns about driveline noises.  Simply telling us to not replace parts did not mean they didn't know what the fix was. It could have  indicated they were close to releasing a service bulletin with repair procedures,  or could have simply meant that the noise in question is normal and needed no repair.  They do see dealers that slap thousands of dollars in parts in a vehicle trying to fix a "normal" noise.  The dealers are not privy to the reasoning behind this.  I did look today, and there was never a service bulletin released to specifically address a transmission repair for this particular transmission.  There is a service bulletin that came out to address certain concerns with shifting, but it is only a software update to the transmission control module and doesn't appear to be directly related to the original concern.  So with that said, there was never an update sent to Baraboo Motors from Chrysler.As far as the transmission price goes, there are alternatives to the quote we gave that day. Since we were trying to get assistance from Chrysler, we were not eligible to install the less expensive remanufactured transmission.  We are required to use the transmission that we priced out if Chrysler were to be involved.  Now that we are aware there is no goodwill being offered from Chrysler, we do have a transmission that is less expensive, around $$6400 plus fluids and labor to install, plus the trans cooler/radiator that we also recommended. Lastly, I did attempt to get assistance again today from Chrysler.  I was told the same thing as I was told months ago, that the failure occurred outside of their 100,000 mile powertrain warranty and could not offer out of warranty assistance at this [redacted]e.

We as a company have had this set to be picked up from the customer. We have advised a full refund of the product to him and he says he is not sending back without payment to him first unfortunately as a company we cannot do that. I have offered for him to tell me once it has left his possession...

that I would send for the refund he did not want that either. At this time we are at a stand still with this customer.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.Thanks for you help.

A refund was given to the customer in the amount of $1,892.50 which was the total cost of the invoice on 12/19/17.

This has been resolved with the customer as the product was reconsigned to a different location without knowledge to us. I have had this sent out and customer should have already received the product