Complaint Review: Premier Dodge Chrysler Jeep of Lebanon LLC - Mount Juliet Tennessee

BBB of Middle Tennessee, Inc. - Complaint ID#: 37176912

J. Von Almen's 2002 Chrysler PT Cruiser had the heater core replaced 1-27-17 costing $1245. This heater core had to be replaced again 1-10-2020 costing her another $1,000+ in new parts/labor.

Premier Dodge Chrysler Jeep (Charles Smith) was contacted on Jan. 3, 2020. I was informed the Heater Core repair was out of warranty. That possibly Chrysler may offer warranty on the "Mopar" part, but all Premier could do is diagnose the new issue at no charge.

J. Von Almen chose to have Gateway Tire in Hermitage, TN do the 2nd heater core repair so the card would not have to be towed again to Premier in Mt. Juliet, TN. Gateway Tire completed the heater core replacement and gave the failed heater core to Bruce Von Almen (Joyce's son). The mechanic at Gateway Tire explained the failed heater core had failed because the previous mechanic had not installed the heater core properly.

There was obviously pressure from a bracket causing the intake and exit fittings to be out of parallel alignment. This improper installation causing pressure on the heater core resulted in a 3" to 4" fissure in the heater core which allowed the engine coolant to leak out.

After paying for the 2nd heater core repair at Gateway Tire, B. Von Almen took the failed heater core to Premier Dodge and spoke with Will Daly, Service Manager on duty Jan. 10, 2020. The situation was explained to Mr. Daly. He took a picture of the failed part and said he would get with Charles Smith and call Bruce Von Almen back with what could be done. Bruce called and left a message for Will Daly, but as of writing this explanation, Bruce still has not received a call back from Premier Dodge.

Premier Dodge's response to BBB of Middle TN, Inc. case #37176912:

"We feel that if the heater core had been improperly installed as stated by the "tire store" it would have failed way before 3 years. The technician that performed the work is Master Certified Through Chrysler and does excellent work. Most locations only give a 30 day labor warranty and the part would have carried a 2 year warranty from the date of the repair and this was way beyond that 2 years."

The 87 year old (limited income) person who has now paid over $1,000 a second time for a faulty repair is just out her money. She has been ignored by Premier Dodge-Chrysler-Jeep of Lebanon. This Chrysler Dealer is hoping she will just "go away." Premier Dodge has stated their mechanic is certified by Chrysler and does good work, however if the mechanic had properly installed the made in China heater core, it should have lasted at least 10 to 15 years as the original factory Mopar Part lasted.

The mechanic at the Gateway "Tire Store" is also ASE Certified. He could tell there had been stress on the Heater Core (see picture) because it was installed without removing the AC bracket. Their mechanic took a shortcut (obviously).

Further more, no where on the Premier Dodge Heater Core does it read MOPAR Parts, only made in China. When you look at the attached picture of the failed heater core, there is a 3.5" stress crack as a result of the part being improperly installed. The part also shows the intake and exit fittings are at an angle and out of line due to pressure from the improper installation by Premier's mechanic.

Because the Chrysler Certified Mechanic at Premier Dodge-Chrysler-Jeep took a "shortcut" and forced the part in against the AC bracket, the part failed in just less than three (3) years. This is not acceptable. The whole reason the 87 year old person trusted the Premier Chrysler dealer to do the initial heater core repair is because she trusted it would be done correctly to manufacturer standards. No where on the part does it state MOPAR genuine parts. Additionally, Premier Dodge-Chrysler-Jeep charged $275 for their China made part. The similar part installed by the ASE certified mechanic at Gateway Tire cost less than $90.

The complainant in this case needs reimbursement for all or part of the faulty heater core repair by Premier of January 2017 regardless of warranty period. There is also the related stress and inconvenience of having to stop 6 to 8 times to allow the car to cool down before the car made it home and could be towed. Stress an 87 year old lady does not need to experience. Premier Dodge-Chrysler-Jeep of Lebanon would not even have contacted the 87 year old or her son had we not filed this BBB complaint. Not a good business practice for a business wanting to serve provide customer satisfaction. Not a good business practice for a business of ongoing concern.