Complaints

• Initial Complaint

  08/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Our 2014 Dodge Charger has been in and out of Klaben Dodge Services. We have been long time customers. So we have been very trustworthy of them until now. Here is a breakdown of services : 11/29/22-12/01/22- went in with a check engine light on. Replaced Fuel Injector. 01/24/23-3/25/23- went in due to front noise and check engine light. Upon repair to oil pump found excessive amounts of metal debris indicating mechanical failure present in engine. Both advisor and service manager both said engine was deemed unrepairable and needed new engine but Mopar warranty denied new engine and instead they installed new right side cylinder head gasket, can shafts, rockers, lifters, valve cover gasket, intake gasket, oil pump. Replaced both front outer tie rods, two front ball joints . Replaced battery and battery in key fob. Recommended sway bar links , front and rear brakes, all 4 tires, thermostat wnd both converters. 4/20/23-4/24/23- noise in front. Replaced both front sway bar links, thermostat, and left front wheel speed sensor. 09/19/23-11/11/23- Pop noise came from rear and could not be driven. Replaced rear diff. 2/28/24-3/13/24-vehicle when accelerating will stall and check engine light on. Test drove and ran, verified hard to start and engine does not run as designed. 1/3/5 all show misfires. Recommend replace converters, spark plugs. Advise to limit or not to drive vechile until repairs performed to prevent further possible damage to engine. My son drove to autozone on 3/17/24 had codes read, codes for oil pump and engine oil pressure control circuit stuck off. Klaben has failed us by not appealing the first time it was in there with warranty for a whole engine replacement instead of having them replace parts that were going to fail again seeing metal shavings were already throughout that engine and now it needs a new engine once again and they have denied new engine . We are now supposingly stuck with a car with not a working engine that has a loan on.

  Business response

  08/06/2024

  I have been in communication with *** **** and truly have empathy for the ****** position.  In a service contract warranty repair of this magnitude, which requires replacing the engine, the governing warranty company (Stellantis MVP) sends an independent inspector to inspect the vehicle and determine warranty repair eligibility.  During the inspection of the ****** vehicle, the inspector found that the engine was significantly over full of engine oil.  The engine oil being over full is what led to the internal engine damage.  Over full engine oil is not a warrantable repair as it was deemed that someone had to have over filled the oil.  Therefore, warranty coverage was denied.  Klaben, twice tried to appeal the decision of no warranty coverage, and both times the appeal was denied.  The vehicle in question is 10 years old with 122,000 miles on it.  If the ****** wanted to pay us to replace the engine, we would try to talk them out of it, because it doesn't make sense to invest that much money in this vehicle.  As it sits, the vehicle is worth approximately $500.00 to $1000.00.  The ****** owe significantly more than that on the car.  In the interest of goodwill, Klaben has offered to give them $7000.00 for the vehicle.  Either as buying it from them for that amount, or applying that amount to trading in on another vehicle.  We gave them both options, as we don't want them to feel as if they have to buy a car from Klaben.  Again, this is simply a goodwill gesture in trying to help a Klaben customer.  The ****** are reviewing our offer and deciding on how they want to proceed.

  Customer response

  08/13/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

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