Complaints

• Initial Complaint

  22/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My 2018 ***** *** was taken into Terrace ******** on Feb 8th 2024 to have warranty Repairs done to the Electric door locks. 45 days have gone by and my truck is still on their lot with much of interior being removed, but no solution to the problem being found. During the time that it has been sitting there, the warranty has lapsed, so I do not have the option to taking it to another dealer for repairs. I have asked Terrace ******** if ******** Canada has a resource person that could help them solve the problem, apparently they do not. On 2 and only 2 occasions have they called me to provide an update on the status of my vehicle, when I have called them, I was told, " you will be notified when it is ready" I was in Terrace last Saturday for shopping and decided to look at my truck to see if anything had been changed, only to fine it unlocked and all my papers, and other items thrown thru out the cab of the vehicle, this was witnessed by one of ********s Salespeople All I am asking is that the locks be repaired, and if they are unable to do that send it to someone that can at their cost, as the vehicle was still under warranty. I am sure 45 plus days is plenty of time to come to some type of a resolve to this issue. I will give them credit they did supply me with a rental vehicle after 5 weeks of complaining. Difficult to carry a camper on a ****** *** *

  Business response

  05/04/2024

  Sorry for the late responce, BBB had an email that has not been valid for 3 years now. 

  Customer has his truck back. Unfortunitly with the wait on parts ( Approx 4 weeks waiting for a back ordered part ) and the random wire in his tail gate that was broke. ******** canada had thieir engineering team on it. There was nothing more we could do any more quickly other than wait for the part and for the support to provide the reccomneded direction the auto tech needed to take. These types of scinerios can happen when a wire is broke and vehilces now a days have miles of wires, and one break can couse hours of diag in attempt to find. Customer was updated as much as possible during the wait for the part, but we refuse to call a customer daily when there is no update. 

  Please let me know if you have any questions. 

  Charley 

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