Complaints

• Initial Complaint

  13/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  April 2023, I had my 2014 **** 500L in for diagnostics due to a recall issue with the transmission. I Paid $97.64 for the diagnostic service and was told that the problem seemed to stem from the recall concern. I also asked for a quote for the transmission to be replaced if the recall wasn't approved and given a quote of $14,462.42 without any breakdown of the costs.I submitted the diagnostics to **** CANADA. **** CANADA said that when they contacted Oxford Dodge, they were told by the service department that this wasn't a recall issue. This is a complete conflict of interest as by telling **** Canada this, they would not have to do the transmission recall but instead have me pay for it at the inflated rate of $14,462.42 I have taken the car to 2 different independent transmission specialists who confirm that this transmission replacement should be covered under the outstanding recall for this vehicle. Both of those service providers have tried to do the repair but the only place to get the transmission part is from a Chrysler **** dealer and when contacted they again only offer the part at the inflated price of over $10,000.This is also in contradiction of the recent class action suit of dealers price fixing parts.

  

  Business response

  27/07/2023

  Thank you for providing us with the opportunity to clarify our previous explanation of the repairs required on your vehicle.  We can certainly understand your frustration, however the issue you experienced does not fall under the current recall campaign, which specifically addresses the vehicle not coming out of park. There is an internal mechanical issue with your transmission which is why a transmission replacement was quoted. Unfortunately, your 2014 vehicle is well out of warranty and Chrysler is unable to assist with your current concern.   While we regret any inconvenience you may have faced, we made sure to conduct a thorough inspection of your vehicle to accurately address the shifting issue you reported.. Our technicians provided a diagnosis for the repairs necessary  to ensure the safety and optimal performance of your vehicle. 

  We value your patronage and are committed to providing you with the best service possible. Should you have any further questions or concerns regarding your vehicle or our service, please do not hesitate to contact me.
  
  Thank you,

   

  ***************************

  Service Manager

  Customer response

  29/07/2023

   
  Complaint: 20313656
  
  I am rejecting this response because:

  The recall on this vehicle was not completed. The failure of the transmission is not just coming out of PARK but also unable to find gears. This problem has been clearly documented in teh recall history of this vehicle.

   Transmission issues are one of the most prominent complaints on the 2014 **** 500L, with the main source being the shifter. Multiple owners report getting a gear unavailable warning while the shifter prevents from shifting to any other gear from park mode. This issue was brought to the notice of the automaker quickly and the issue was traced to be with the sifter module. A recall (ID-14V103000) was initiated in the same year rolling out updated software for the module or providing replacement if issues were found with the physical unit.

  The software update  for the module was completed but it did not solve the problem. This is well known by *********** and dealers. 

  "**** will voluntarily be recalling approximately ****** **** 500L models equipped with the dual dry clutch automatic transmissions to upgrade their transmission software and/or replace the Gear Shift Module. It was determined that some **** 500L models may experience a loss of communication from the Gear Shift Module (***) to the transmission which may result in the transmission remaining in an undesired gear range or the park position and/or delayed shifting in certain temperature conditions.
  
  Issue
  The cause of this issue is the **** manufactured ********************* S.A.of *****. Wide build tolerances within the Supervisor Microcontroller (***) inside the Gear Shift Module can allow temperature to affect the data transfer rates. When the data transfer rate of the *** becomes desynchronized with the Main Microcontroller (MMC), the *** resets and signals to the transmission may be delayed. This can result in an inability to get the vehicle out of park and/or the transmission not receiving, or there is a delay to receive, the intended gear selection.
  
  Remedy
  To fix the problem, **** will replace the *** or reflash vehicles with updated *** software as necessary. 

  I had the same problem with my previous **** 500L and after SEVERAL trips to the dealership service center where they denied there was a problem, I finally went to another Chrysler dealer who agreed with the issue and sent it back to Oxford Dodge to have the transmission replaced.

  This is the same circle of denial that I am dealing with a Oxford Dodge. I have had 2 other transmission service specialists analyze and diagnose this transmission and both had said that this is definitely a recall issue and should have been covered. The independent shops are unable to get the replacement parts unless they purchase them through a **** Chrysler dealer at an extraordinarily inflated price.

  There is no reason for me to pay for this repair when it is well documented that this is a recall issue and should be replaced at the expense of *********** and Oxford Dodge Chrysler. I should also be compensated for the 3 months and running that I have been unable to use my vehicle.

  Either do the recall repair on this vehicle or pay me out the value of it.

  Sincerely,
  
  ***************************

  Customer response

  29/08/2023

   
  Complaint: 20313656
  
  I am rejecting this response because: It is exactly the same false information that was given in the first response.

  I have several independent sources that can prove this is a recall issue. The only resolution that is acceptable it either providing the replacement part so that I can get it installed by my trusted mechanic or to buy me out of the car.

  This is the same run around I received when I tried to have my previous **** 500L fixed.
  
  Sincerely,
  
  ***************************

  

  Business response

  30/08/2023

  We understand your frustration regarding the situation.

  The recall you are referencing was to address a specific concern regarding the automatic transmission shifter mechanism and was completed on your vehicle in 2014. Based on your description of the current issue and our initial diagnosis the repairs required involve additional transmission components not related to that previous recall.

  Please understand that as a dealership we do not have the authority to extend warranty coverage to the extent that you are requesting. We have previously communicated a detailed overview of your issues and complaint with the appropriate department at Stellantis, and their position on your request for out-of-warranty assistance aligns with our evaluation. At this point Oxford Dodge is unable to offer any further assistance in this matter.

   

   

   

  Customer response

  13/09/2023

  I was away and unable to respond until today.

  The dealership has done nothing to solve this problem. This is not a warranty issue it is a recall issue. I have received and submitted third party evaluations that clearly state this is under the recall.

  The dealership has ONLY used internal sources which is a conflict of interest.

  They need to either provide the part or buy me out of the vehicle.

  ***************************

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