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Complaint Details
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Initial Complaint
10/25/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
TruWest CDJR changed my oil, rotated my tires, checked all fluids, and performed a multi-point inspection on my 2021 JLU Rubicon on 9/29/23, a Friday afternoon (cost was $195.28). We drove the Jeep on Saturday and Sunday. On Saturday we noticed fluid on the ground underneath the Jeep. I was hoping it was just residual oil. We could not return the vehicle to the dealership because on Monday we left Colorado to return to Texas, towing the Jeep behind our motorhome. I did reach out to the dealership to alert them we may have an issue with a leak, and we were told to take it to a dealer in Texas and we’ll see what happens. Upon returning to Texas, we drove the Jeep and the leak persisted. I took it to a dealer in Kerrville that diagnosed it as a transmission pan leak, but they could not perform repairs for 4-5 weeks (I communicated this to TruWest). Because of the long time before a repair could be completed, I took it to a second dealer who diagnosed the issue as “transmission pan note drain plug on the right rear of pan loose and leaking fluid.” The Service Advisor said the bolt was not even finger tight. It’s clear that the technician at TruWest did not re-tighten this bolt after checking my fluid. There had been no leak prior to the service, and in fact no leak was reported on the multi-point inspection. It was a costly repair to have the transmission flushed and filled by the dealer in Texas ($753.51) to correctly repair the leak. I texted TruWest to let them know of the issue and cost created by their technician, and also called and left a voicemail for the Service Manager, but have so far not received a response. We’ll see if they stand behind their work. It’s disconcerting to know that a simple oil change can create such an expense due to technician error. I can only imagine the issues if I had driven the Jeep back from Colorado and possibly destroyed the transmission.Customer response
10/27/2023
the business did reach out to me and we have come to an agreement to resolve the dispute. They are providing the refund that I wanted. So I believe that this complaint has now been resolved to my satisfaction.Initial Complaint
01/06/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
We had our 2014 Dodge Durango towed to TruWest Auto in Cortez, Colorado on 11/23/2022. We were told they could not give us an appointment until 12/8/22 but that we could take it there and they would see if they could work it in sooner. They were able to run some diagnostics and determined that it needed a transmission. We do have an extended warranty. It is now 01/06/2023, they have had our vehicle for 44 days! We have been calling for the past two weeks to find out what is happening because that last we heard we would have it back by Monday 12/19/2022. We have been told that they cannot find the transmission that was ordered for our vehicle. It has been shipped but has never arrived. Earlier this week we were told that the transmission would be here by yesterday, 01/05/23. I called today and was told that the transmission has not arrived and "the shipping company" does not know where it is. I asked how they were going to remedy this and they have no answer. I have been out of a vehicle for over 6 weeks!! I am still making payments on it and paying the insurance. Somebody has made a HUGE ERROR and nobody is taking responsibility to make this right!!! WE, my husband and I have to call them for any information, they do not call us to keep us in the loop. I am very angry that they do not seem to care about how terrible their customer service is and they are not even trying to move this along. I have asked for phone numbers to the shipping company and to the place that they ordered the transmission from but they will not give them to me. I want some help to get my vehicle back in proper working order ASAP.Business response
02/16/2023
The vehicle was towed to our dealership and not on the schedule but we were able to get their vehicle into our schedule earlier than 12/8. The diagnostic told us that the transmission needed to be replaced. We contacted their warranty company and they approved a used transmission to be installed. It took a week for us to receive the transmission and when we received it, we removed the pan for an inspection. The pan was full of metal so we called the supplier and informed them that the transmission they sent was a bad transmission. They told us they would find another transmission and be in contact with us. almost a week later they called and said they could not find another used transmission, so they approved a re-manufactured transmission and told us that it needed to be built. We received the transmission 16 days later. We installed the transmission and test drove the vehicle for 40 miles. A couple days after we released the vehicle to the customer, they called us and said that the vehicle would not move so we sent a tow truck to bring it back to the shop. We removed the transmission and upon inspection, we found that the re-manufactured transmission was also full of metal and it was considered an internal failure. We are currently waiting for their warranty company and the supplier to let us know if they are sending us another re-manufactured transmission or if they have to build one. We were told we would have their answer by the end of the day on 2/16/23. If we do not hear by that time, we will call the supplier to hopefully get an answer. We have all documentation of the situation, including the customers approval to perform the repairs. If we need to submit any documentation, please let us know. We are doing the best we can, given the fact that we were sent two faulty transmissions. Our goal is to keep our customers happy and get them back on the road as soon as we are able to.
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Customer Complaints Summary
2 total complaints in the last 3 years.
1 complaints closed in the last 12 months.