Complaints

• Initial Complaint

  08/30/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Crenwelge Motor Sales has had our Jeep Grand Cherokee in their service department FOR FOURTEEN MONTHS. They said that they would install a refurbished engine in it on June 17, 2021. They worked on it for over seven months. The engine they "installed" went dead after less than two weeks. We made the mistake of taking the car back to Crenwelge Motors again, since they claimed it was under warranty. It sat in their shop for months until today. We have given Crenwelge thousands and thousands of dollars for this issue alone. My recommendation is, do not take your vehicle to Crenwelge unless you're wealthy and don't need a ride for over a year. We've done business with this company for decades, and this is what we get for customer service? Never again.

  Business response

  09/22/2022

  In Reference to BBB complaint ID ********, *************************
  
  Vehicle was originally towed in to our dealership for no start no crank with no Appointment on or around 06.14.2021. Vehicle pushed into shop on 06.15.2021, we found the engine was 4 quarts low of oil and the engine holds 6 quarts with filter. Filled engine oil to specs, tried to start and found that starter failed. Ordered starter after customer approval and waited 2-3 working days to get starter. Installed starter cranked engine over and found knocking noise coming from engine at idle, turned engine off. Contacted customer, found that the customer just had the oil change completed at an independent oil change facility with possibility of not filling the oil to specs and customer drove, which caused the bearings to fail in the motor. Told customer that the vehicle was going to need an engine. The customer contacted the Oil change facility and they were to send out an adjuster from their garage liability insurance to inspect. We received and estimate on or around the first part of November 2021 from the garage insurance. The estimate was too low for repairs and on 12.14.2021 we sent out another estimate to the customer and they discussed with insurance. Customer had to haggle with garage insurance as they would not put in a remanufactured motor and agreed on a used motor which the garage insurance company had located. Customer agreed on repair of this type of replacement on 01.10.2022, we ordered the engine along with other parts needed for the repair (ETA for engine 01.18.2022). The actual repair replacement price they approved, but additional parts were needed and the customer had to pay an additional $1000.00, as the insurance company would not offer any additional assistance. The used engine arrived (01.19.2022) and was installed and all parts that needed to be exchanged from old engine to used engine was completed topped off all fluids. Started vehicle with used engine from supplier and found that it had a misfire on cylinder #4 checked for compression and found zero compression on cylinder #4 and #6 found left head failure. Will need to replace complete head on left side along with additional parts as needed. Left head and gaskets came in and we installed left head, tested, no leaks detected working as designed, ****** miles. **** completed on 02.10.2022. 
  04.27.2022 vehicle came back in for rear brakes replaced rear brake rotors and pads, replaced 4 tires and performed alignment vehicle completed 05.02.2022, ****** miles. ******* related to original repair.
  05.11.2022 vehicle comes back in ****** miles, check engine light on and some sort of water or oil leak.  Found ignition coil failed on cylinder # 4 replaced ignition coil. Found oil filter adapter O-rings leaking replaced oil filter adapter O-rings test drove all working as designed.
  07.13.2022 vehicle comes back ****** customer states vehicle overheating found oil filter cooler adapter leaking coolant causing to lose coolant, replaced oil filter adapter housing. Test drove vehicle and all working as designed.
  Customer told the dealership that all they wanted to do was to get the vehicle running, as they were going to sell the vehicle once it was completed. The engine was a used engine that was approved by the independent garage liability and customer agreed to proceed with the repair. Unfortunately, when using a used engine, we are unable to determine what parts may fail, as it will take time and miles to determine. All we can do is check once all parts are installed and test drive for 50- 100 miles to verify no more issues are present before the vehicle is delivered. 
  Thank you,
  *******************
  Service Mgr
  Crenwelge Motors
  *********  ************  ext 117
  Fredericksburg ************  ext 213
  
  
  

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