Complaints

• Initial Complaint

  07/01/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I had received a letter in the mail that said there was a recall on an electrical part of my truck. There is also an open recall for the hood latch on the truck. The truck has a salvaged title, and I was unsure if the recall for the latch had been resolved. My hood had been moving while driving, since I bought it, so I wanted to make sure I was safe as well. I was informed by the service advisor that neither of my recalls were serviceable at the moment. She said the recall for the hood latch had already been taken care of and said she would close the recall. 180 miles later, I had not opened my hood at all. I was driving on a highway and my husband noticed my hood was moving more than usual, I pulled over immediately and opened the hood. After I opened the hood, we saw that essentially, the hood latch had been holding on by gravity. One of the bolts was completely out and the other 2 bolts on the latch were loose. There are only 3 bolts holding it in and all 3 were loose at this moment. So loose that my truck wouldn't even register the hood was closed after I shut it again. I had to drive 10mph the entire way home praying the hood wouldn't fly open on me. I called the dealership and they claimed that the tech never touched my hood latch. I find this extremely hard to believe considering 1 of the 2 items I brought the truck in for, was the faulty item, and so shortly after the service. I brought the truck in on June 6th, and the hood latch was disconnected completely by June 26th, after driven 180 miles. I have since fixed the issue myself. I am concerned, because this is a huge safety issue and could have cost me my life. I assume they have cameras. I would rather be proven wrong about this than let a tech put someone else's life in danger. I am requesting that this be resolved for the safety of others around me and for peace of mind that I am not sharing the road with vehicles that were unsafely repaired. I am not requesting any compensation.

  Business response

  07/12/2024

  We take all safety concerns of the highest importance, ***** brought her vehicle in for a recall.  This vehicle was on the recall list, this recall was a simple visual inspection, per the recall we were to visually inspect her hood latch for a striker plate, we did inspect it for a striker plate and it had already been installed previously by another dealership, so we did not perform any services on the recall.  I would include a copy of Repair Order but it includes personal information on the customer, I will include in quotes what our technician stated "this vehicle already has striker plate installed, but recall is still open, needs to come off customers vin report".  

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