Complaint Review: Orange Park Dodge - Jacksonville Florida

My 1999 Dodge 1500 Truck had a slight ticking noise start about 2 weeks ago. The day I noticed it I called and scheduled and appointment at Orange Park Dodge. The day before it was scheduled for service it got louder so we carried it in that day. They did a diagnostic test and could not find anything so I had to give permission to tear the engine apart. Upon breakdown they found a 3 rods broken.

Due to being under warranty an inspector was sent out to determine if we abused the vehicle or it was our fault. The findings showed "no" not our fault. In fact the tech stated we took excellent care of the vehicle.

They replaced the engine and orange park did the work. The day we picked up the truck I had just left the service department about a mile away and notice the Gas fumes. I called the service department and asked why the fumes were so bad. I was told it was because they had to disconnect the fueline to change the engine and to drive it for a couple of days and if the fumes got no better to bring it back. The fumes never got better. The 2nd day I was driving and the truck back fired and I lost all power like running on 4 cylinders. I pulled over immediately and called the service department. Looking under the hood I could see gas leaking. They towed my vehicle in and the service department told me they had broke the fuel rail and had it patched but the patch did not hold so now they were going to replace it.

They keep my car two more days. They called and told me it was ready then I started the it, it sounded like nuts and bolts were falling everywhere. It was not making this noise when it was towed in. I went in and got the service rep but before listening to the vehicle she said the converter is shot.

No tech would come out to listen not even the manager. I spoke to the manager and he immediately said you must change your converter. I told him everything was fine before they broke the fuel rail. He refused to fix my truck. He wanted to charge me 600.00 for something they knew they did. He refussed to give me a rental unless I had them repair it. When I tried to drive my vehicle it would only go 10 miles per hour. When the mechanic I took it to changed the converter he put in writing it was due to the broken fuel rail. I have called the service manager and the manager of Consumer Affairs. They both have accused me of abusing my vehicle saying I did not take care of it and ran it to the ground.

Consumer manager said she was standing behind her service managers decision. She said he did not break the fuel rail. If he did not break it why did they patch then have to replace it I asked. She got very rude and said this conversation is over. When I was speaking to the service manager about the broken fuel rail he admitted to breaking it an dpatching it but now he denies that. Basically Orange Park did a diagontics on my car said nothing was wrong but the rods. Dodge was paid $2000.00 to install a engine and then broke a fuel rail and advised me to continue to drive it which caused the converter to ruin which now has clogged the muffler and they must be replaced. They say Customer Satisfaction is their Number 1 goal. Right no customer satisfaction was gained. I am now looking at other options. Don't think for a minute the same thing will not happen to you. They knew they broke my truck and they refused to fix it. Proof is also in the mileage. From the time my car was towed in the mileage never changed so they never drove it to see if they had fixed it.

Pamela

orange park, Florida
U.S.A.