ComplaintsforLPK Chrysler Dodge Jeep Ram Of Defiance

• Initial Complaint

  02/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We took a 2014 Jeep Grand Cherokee to replace a coil in the engine. I suggested they replace all coils and spark plugs while they were working on it. They looked at it and agreed that we replace all coils and all spark plugs because once to take the manifold off you have paid for 90% of the labor so you should replace anything in question while you have the manifold off. I asked if there was anything else we should replace while they had the manifold off and they said no. They took off the manifold and found a gasket was bad so they replaced it along with the other parts. When we got the Jeep back we ran it for a while and noticed that there was a small leak under the Jeep. I assumed it was the drain plug as I had recently changed the oil. I tightened the oil drain plug but it continued to have a small leak. Then the engine stared to smell hot and smoke was coming off the engine. I got a flashlight and looked and saw oil on the top half of the engine by the gaskets they had replaced. We took it back and had them look at it thinking the gasket was leaking again. They told us the oil cooler was bad and that Jeeps are notorious for this problem and they had replaced five of them this week alone. They now want $1000 to replace the oil cooler that should have been replaced when they had the manifold off replacing the coils and gaskets. This is very shady business and I feel like they did this to create another issue to get another $1000 rather than fixing it when they should have. The oil cooler was leaking when we got it back so it was leaking when they replaced the coils and gaskets. This is an obvious oversight that is inexcusable! Very shady service department!!! Stay away from these guy's!!!

  

  Business response

  02/21/2023

  Good Afternoon, we have replied below to each of the customer’s problems.  It is our standing that the oil cooler was not leaking at the time of the original repair on 7-13-22.  The customer did not return with an oil leak concern for over 6 months and drove over 5,000 miles during that time.  Furthermore, the owner of the vehicle is not the complainant.  Please, contact me if additional information is required.  Invoice copies are attached for your review.
  
  Sincerely,
  ****** ******
  Fixed Operation Manager
  LPK Defiance

  
  Complaint Involves:
  Repair Issues
  
  Customer’s Statement of the Problem:
  
  We took a 2014 Jeep Grand Cherokee to replace a coil in the engine. /Vehicle was brought in for this repair 7-13-2022
  I suggested they replace all coils and spark plugs while they were working on it. / Customer provided spark plugs 7-13-2022/ 2 ignition coils were purchased at dealership.
  They looked at it and agreed that we replace all coils and all spark plugs because once to take the manifold off you have paid for 90% of the labor so you should replace anything in question while you have the manifold off.
  I asked if there was anything else we should replace while they had the manifold off and they said no. They took off the manifold and found a gasket was bad so they replaced it along with the other parts. When we got the Jeep back we ran it for a while and noticed that there was a small leak under the Jeep.  I assumed it was the drain plug as I had recently changed the oil. I tightened the oil drain plug but it continued to have a small leak.  
  Then the engine stared to smell hot and smoke was coming off the engine. I got a flashlight and looked and saw oil on the top half of the engine by the gaskets they had replaced. We took it back and had them look at it thinking the gasket was leaking again. / Customer returned to dealer 5,181 miles after initial repair, more than 6 months elapsed on February 9,2023 for oil leak concern
  They told us the oil cooler was bad and that Jeeps are notorious for this problem and they had replaced five of them this week alone./ No charge to client for inspection, Oil cooler unrelated to prior valve cover gasket repair/not uncommon that over torqued during oil change can cause this problem.  No history of oil change at LPK Defiance.
  They now want $1000 to replace the oil cooler that should have been replaced when they had the manifold off replacing the coils and gaskets./ Customer is correct on price of replacement of oil cooler including labor.
  This is very shady business and I feel like they did this to create another issue to get another $1000 rather than fixing it when they should have.
  The oil cooler was leaking when we got it back so it was leaking when they replaced the coils and gaskets. Customer returned to dealer 5,181 miles after initial repair, more than 6 months elapsed since previous repair on February 9,2023
  This is an obvious oversight that is inexcusable!
  Very shady service department!!!
  Stay away from these guy's!!!

• Initial Complaint

  09/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Sep 12 I took my 2009 Jeep commander to lpk chrysler dodge jeep of defiance ohio to have the ignition switch replaced, New keys, and the sun roof looked at for leaks. I spoke with ***** *** directly.. On sep 15 I called to see where they was at and I was told by **** ****** it was tore apart and **** ***** was on vacation. The new key wasn't available until September 26th. They diagnosed it as leaking oil pan gasket / oil pan sensor. On 16th they called me to pick up the vehicle that it was ready. When I picked up vehicle I was given half a key and a bill of $640. I took the vehicle to get 2nd opinion that says LPK is false diagnosis. Sep 19 I called and spoke with **** ******, which I advised him I was recording the conversation. He lied to me multiple times in the conversation about diagnosis and work performed. He threatened me in the recorded conversation. He then chose to hang up the phone on me and blocked my phone number from calling the dealership. Ultimately I paid to have the ignition replaced because it needs reprogrammed. That is the outcome I would like. Along with that it requires new keys which I should not have to pay for again. I have the phone recordings available upon request.

  

  Business response

  10/13/2022

  [BBB Transcription via Email]

  **** ****** <*****************>
  Attachments
  10:03 AM (11 minutes ago)
  to me
  
  most of this is correct.  yes he did bring the vehicle here, i did include a ro from the original concerns the customer requested. clearly states diag 3 concerns... each concern diag charge is 129.78 per hour. water leak was from the drain tubes not being maintained full of debris. **** asked for diag on why the vehicle would not start at times. In diag we confirmed the key fob provided by customer was the issue for the no start. ordered a key and the key was on back order. The vehicle is ten years old or older which is why we do not carry the key in stock. key came in and programmed and confirmed the operation of the vehicle. The vehicle also came with no oil on the dip stick. ( this scenario can cause a random shut down or no start). being no oil on stick and oil pan being not dry but moist and signs of oil seepage. customer declined the repair of the oil pan and plug.  we did top off his oil for him free of charge. So his vehicle would start for him.
  
  customer paid the bill then went out to the parking lot and looked under the car for himself.  Left and then a couple of days later called back and wanted to inform us that someone else diag his "oil leak " as a miss diag.
  customer informed me that he is recording the call, after a while into the conversation after I asked a couple of times "what are you asking me for ****?" he said he has a lawyer retained. we did not block his calls.  to answer his phone call, per the instruction we had been given before.
  so I have attached the work order with tech notes for his findings.
  
  earlier I mentioned 129.78 per item requested for diag, which would be 3 hrs total just in diag. we only charged the customer for 2.5 hours of labor. I authorized a lower amount do to the wait for the keyfob to come in.
  
  I also have calculated the total for what **** says that he asked for...
  
  parts alone are 1537.50 plus 3 hrs of diag 389.34 plus the programming which is .5 per key, and .1 to cut the door key for the back of the fobs(.2) program the win module..
  
  that total is 1966.84 / with labor to install the ignition switch and programming.
  
  so if we did not do our job properly and only followed the customer story which is different from how the work order was written up there is a large difference in the cost. 
  
  So ******** I hope this help with some clarity. 
  
  **** ******, Service Manager
  
  LPK Chrysler Dodge Jeep RAM of Defiance 
  
  Direct: ************
  
  Main: ************ Ext. *** 
  
  Fax: ************ 
  
  ***************** 
  
  ***************
  
  *************** ****** **** ****** *** *** ***** ************ ** **** *** *** ********* **** * **** ****** ** *** ****** ** ********* **** ** *** *********** *** ******** *** *** ********* *** *** ******* ******* *********** **** ** *********** ************* ************ ** ********* ********* ** **** *** ************** ************ ** ******* ** *********** ** *** *** *** *********** ********* **** ****** ****** ** ******* ************ *********** ** *** ****** ** ********* **** ** *** *********** ** *** **** ******** **** ************* ** ***** ****** ******* *** ******** ******
  

  
  

*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. ↩