Complaints

• Initial Complaint

  10/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased TRUCK at *** ******* of ******. I've tried addressing Truck issues with dealerships. When addressing major transmission issues I was told its normal that new truck has as breaking in period. REF-R/O- *****- ****** miles- truck was taken to dealership for TRANSMISSION ISSUES. NO RESOLVE -R/O ******- ****** miles -On 01/11/17 Truck was taken AGAIN to *** ******* **** of *******, for severe engine and transmission. Dealership noted severe engine problems. Insurance warranty **** and **** **** arrived at dealership and concluded that ORIGINAL engine was BAD. Insurance warranty would cover repair cost. R/O ******- ****** miles 04/18/17, Truck was taken to *** ******* of *******. Dealership noted my Transmission concerns, found driveshaft to be slipping and addressed issues. Transmission continues to date to be problematic. I researched several **** forums and found that several **** owners also have similar Transmission Issues. R/O ******- ****** miles 05/28/19 Finally **** acknowledges that they indeed have a Transmission issues with this series of vehicles. Took truck to Bill Jarrett, In less than 15 minutes truck was returned INFOMED transmission had to be reprogrammed. 11/19 I returned to ***** for treatment at the ********. Truck continued to downshift, so I went into *** ******* of ******* and explained the fix. I was told there are no recall on transmission and eventually Transmission would streamline.156,000 miles- Since reprograming truck has been double downshifting/bucking in first gear, which I have been stating to **** and to date has NEVER BEEN FIXED. IT IS DEFFENTALLY A SAFTY CONCEREN THAT **** ISNT ADDRESSING! On 05/17/24, I called **** and stated my concerns. I was told to go into dealership to have it checked. On 05/18/24 went to Bill Jarrett where my concerns was noted. Informed that warranty of recall ended at ******* miles and I would have to purchase a new transmission for$ ********

  Business response

  10/31/2024

  Customer was seen at the ********************** service department on May 28, 2019 with ***** miles on the vehicle for Recall Campaign 19S07-Sudden Transmission Down-Shift Powertrain Control Module Reprogramming which has been superseded to customer satisfaction campaign ***** under Repair Order ******. Recall campaign 19S07 for the *** software update was conducted and released to the customer within the same business day the customer brought the vehicle into the facility. The customer did not return to the ********************** service department until October 18, 2024 at ****** miles under Repair Order ****** with a transmission concern stating that the vehicle was "bucking when shifting from 1 to 2." The same business day the vehicle was brought in by the customer our senior master technician verified the concern and ultimately diagnosed the vehicle with internal transmission failures- furthermore recommending a transmission unit replacement to correct the customer's concern. The Customer was given an estimate for repair including parts and labor costs and the vehicle was then released back to the customer. Under recall campaign ***** superseded with the Customer Satisfaction Program ***** released by ****************** listed that the program terms are to be limited to in the event an affected vehicle exhibits Malfunction Indicator Light and/or wrench light in the instrument panel cluster with diagnostic trouble codes P720, P0722, P0731 and/or P1500 dealers are to replace the molded lead frame in the transmission. If the affected vehicle has other transmission related concerns and diagnostic trouble codes P0720, P7022, P0731 and/or P1500 are not stored in the powertrain control module the program does not apply. The extended warranty of the transmission lead frame listed in the campaign terms consists of up to 10 years of service or ******* miles from the warranty start date of the vehicle. The warranty start date of the vehicle is February 28, 2011. Therefore, when the vehicle was brought into the dealership with the transmission concern in October of 2024 with ****** miles on the vehicle it was no longer eligible to get the repair done under the program 19S07 superseded by 19N01. 

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩