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Complaint Details
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Initial Complaint
08/22/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I paid $3543.79 to the service department of Sierra Motors, Ruidoso, NM, on July 29, 2023, after being assured that repairs made and parts installed in my 2007 Dodge Ram, beginning approximately July 25, corrected the problem that the pickup, driven over 100 miles in the summer heat, suffered in complete loss of acceleration on the highway. I drove the pickup away from the dealership on July 29; however, I attempted an uneventful trip back to Ruidoso on July 31; nonetheless, the truck experienced the same highway breakdown, so no change or correction to the lost acceleration was achieved at all. Once again, the truck was towed back to the Sierra Motors’ service department. I was informed that the problem could not be identified, so no resolution was achieved. I requested that the Dodge headquarters in Michigan be contacted for troubleshooting; however, I was advised that the head company would not be bothered; Sierra Motors’ policy is not to contact the corporate office over a vehicle as old as one from 2007. It is noteworthy that I paid a premium price to Sierra Motors, but Sierra Motors did not reciprocate with full service with even a phone call. To add insult to injury, when, after leaving the truck at Sierra Motors until August 18, I drove it back home on August 19, only to hear a disabled muffler the entire trip. On August 21, a local mechanic found that Sierra Motors had not properly connected an exhaust pipe to a catalytic converter that the company had installed, so my mechanic had to reweld the pipe to the converter, and I was out that additional time and money to repair Sierra Motor’s “work”. On August 18, I had requested a full refund from Sierra Motors, but was denied. When I asked for an adjustment to the bill, I expected a reasonable accommodation, but only was offered approximately $350 that I declined, as that was woefully inadequate considering no progress on the problem for which I took the truck in, and continued jeopardy to me on the highway.Customer response
09/07/2023
Verbal Update: Refund received and issue was resolved amicably.
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Customer Complaints Summary
1 total complaints in the last 3 years.
1 complaints closed in the last 12 months.