ComplaintsforMarkquart CDJRF, LLC

• Initial Complaint

  07/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  end of April 2021 took our Ram 2 replace the ****** within 24 hours had driveline issue tires were worn waited 2 contact until replaced them contacted *********** blamed new tires then # of other things Our mechanic used camera & saw adapter plate was broke & flexplate had rubbing looked like caused from instillation error Due 2 chrysler warranty could only have chrysler touch the ****** or would void warranty we couldn't get another dealer 2 touch it kept communication with them & spent thousands 2 rule out any other possible cause finally got them 2 pull the ****** & change the adapter plate they charged ****.?? **** Markquart had assured we would b allowed 2 come & view the truck when ****** was out & we were not they were supposed to send pictures of both sides of flexplate but after fighting 4 pictures all they sent was side without damage we spent more money 2 rule out other possible issues including having new tires warrantied out went 2 multiple shops & took backing plate & every shop stated damage could only b caused by improperly installing ****** & forcing in place could destroy ****** transfer case ************** plate even cause issues in the motor bearings I spoke with **** ************************* insisted was due 2 tires or shocks he proposed before warranty the ****** they would like 2 replace shocks they would cover cost then replace ****** if problem persist problem still ************ insisted was our tires this was end Aug 2021 May 2022 ****** went out contacted J Markquart again he denied liability & to reimburse adapter ************** charges Took 2 another dealer after 2 months we have new complete ****** & had 2 pay 4 flexplate Invoice states due 2 previous repair 1 mechanic said thats the truck ? broke at Markquart when he worked there Markquart was very rude through process & new they were responsible. I have file full of supporting documents and parts they broke have given JM several chances to make right if he doesn't court is next

  Business response

  08/05/2022

  Thank you for the chance to respond to the complaint made by High Fives Towing. We disagree profoundly with their assertions.
  We replaced the transmission for High Fives Towing in April of 2021 at ******* miles. They complained in August of 2021 at ******* miles that there was a vibration present since we installed the transmission. In between those repairs, we replaced a wheel bearing in July of 21 at ******* miles. ** that time, there was no complaint of a vibration.
  Somewhere between July and August, they took their truck to a different shop who used a bore scope to determine there were cracks in the adapter plate. The adapter plate is not something that is normally removed during a transmission replacement and it was not removed when we replaced the transmission in April. In August we verified the vibrations. We disassembled and replaced the adapter plate assembly after verifying there were two cracks in it. The cracks had corrosion in them, indicating the issue pre-dated the transmission replacement. After reassembly, there was still a vibration present.
  The tech noted the tires failed road force balancing and one of the rims was bent. When a tire fails a road force test, it indicates that either the tire or the wheel has an imperfect shape that can cause a vibration. Our recommendation was to replace the tires and a wheel at that time. The customer insisted that we bent the transmission input shaft during installation and that is what caused the adapter plate to crack. The input shaft is what receives the power from the engine and it is a very thick shaft. I verified with several senior technicians that it would be impossible for a person to bend this shaft. Furthermore, if the shaft was bent from a manufacturing defect, the transmission would have catastrophically failed shortly after installation. The customer took their vehicle back without performing further service.
  The customer came back in the beginning of September at ******* miles. They requested we pull the transmission. We swapped wheels and tires from a brand new truck and the vibration went away although there was now a clunk. We replaced all of the shocks on the truck at no cost to the customer. I then personally verified the repair with the technician. The customer and her husband came in and we went on a 10+ mile test drive on a variety of road surfaces. They insisted there was still a vibration but there wasnt.
  ** that point I advised the customer their transmission is covered under a Mopar parts warranty and they can have any Mopar dealership perform warranty work it.
  Hive Fives Towing owns a vehicle that is worked hard and has high miles on it. The most recent RO showed that the truck now has over ******* miles. We have worked diligently with the customer to identify and repair the issue of vibration that they have complained about. We have enlisted the expertise from qualified technicians from three different Markquart dealerships to try to corroborate or question the diagnoses of our Mopar technician who handled the repair. In our experience these techs are willing to tell us if they have concerns about the work of another Markquart tech. Yet none of these technicians found fault with our technicians diagnoses, and none of them agreed with the assertions of the customers expert who pushes the bent transmission input shaft theory. It is our position that we have done everything we can for the customer despite a hostile and cynical attitude that the customer treated us with. We are confident we properly installed the transmission and we are confident we have followed the most respected diagnostic procedures to attempt to fix the issues on a high mileage, heavy use vehicle.  In our assessment, the customer owns a vehicle they are unhappy with and looks to blame us for their situation.

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