Amherst Chrysler - Poor Service, and excessive repair cost due to misdiagnosis of problem with vehicle.
Get ready for this one, I had my 2013 Dodge Ram 1500 trailered to Amherst Chrysler on March 9th. It would start but not run.
I called on March 10th to see if the problem had been diagnosed.
The service dept. told me that it was the fuel pump, it was running but had (low PSI, checked at the engine, not pump) and they would have to order one, and that the vehicle should be ready on March 11th in the afternoon. We drove up on March 11 (Friday) to pick it up.
When we arrived, the service dept. told us it still would not run after installing a new fuel pump assembly at a cost of over $772, not including labour!
Apparently the truck was doing the exact same thing after the installation of the new pump, it would start but not run. This led me to believe that the fuel pump was not the problem.
I spoke with the mechanic in person, and he told me that he did not have a clue what the issue was, but he was going to call tech. support to see if they could assist in diagnosing the problem?? I asked the mechanic if he was sure the fuel pump was the issue since its replacement had not solved the problem.
I also indicated that I had done some research myself since I had a history in vehicle repair and maintenance for 16 years.
I told him that there were other mechanical components that could cause the fuel pump to give a low PSI reading at the engine other than the fuel pump itself. He did not respond to that comment, and said that he was waiting on tech. support to call back. That was Friday (March 11), and my vehicle is there until at least Monday.
I called 2X again on Monday March 14th to check on my vehicle's status, no return call the first time from the Service Manager, whom I requested to speak to.
When I finally got hold of the service manager, I asked him if a pressure test was done on the old fuel pump after removal. He was unsure, but said he would speak with the mechanic and call me back. I never got a call back that day.The next day March 15th, I got a call from the mechanic and he said they would be looking at the vehicle again that afternoon, and that tech support had given them a few leads to go on (No mention of testing old fuel pump for pressure reading)??
Again, I mentioned that a fuel pump replacement was often a common mis-diagnosis (as I had researched it), when it could be less expensive items that could cause low fuel pressure ( ie. fuel pump module, relays etc).
On March 16th they called again, and informed me that the fuel pump module was the problem, and they had to order one which would take approx. three days to arrive!
So on March 18th I called again, and they informed me that it still hadnt arrived and to call back on Monday (March 21st!). On March 21st the dealership called and said the fuel pump module was installed, and the vehicle was running properly and was ready for pickup. I then requested that they keep my old fuel pump since I did not believe that it was the problem, and that I wanted to have another independent certified mechanic to look at it to see if it was faulty.They said they did not know if it was still there??
This raised a red flag for me because they knew (a week prior) that I did not believe that the fuel pump was the cause of the problem.
So why would you dispose of it before the job was completed, and before the customer was satisfied?? We went up on March 22th to pick up the truck and discuss the whole issue with the service manager. Upon arrival we discovered that the fuel pump had disappeared and could not be found by anyone, even though they claimed they looked everywhere??? We had no success in dealing with the service manager as he was not interested in resolving the issue to our satisfaction.
He even told my wife that she was threatening him by indicating that she was going to pursue it further, and she spoke in a diplomatic manner with him the entire time, no raising of voices, no colourful language???
All we wanted at this point was the old fuel pump assy. so we could have it tested by another mechanic to verify that it was faulty, and to support their claim that it was! On their invoice it stated that the old fuel pump module was cracked and corroded.
So why did they not see this as the problem first before jumping to the conclusion that it was the fuel pump assy??? The module cost $43 plus tax and took one hour to replace, a total cost for that would have been under $200.
However, the total cost when I picked up the truck was $1482.75!!! It was at the dealership for 12 days while I hired a truck to do what I needed to do!
This whole experience has sickened me and I will never deal with this dealership again, even though they asked me if I was interested in trading up for a new one, while I was still patiently waiting for my truck to be repaired!!!
All I want at this point is for them to compensate me for the costs of the fuel pump and labour since they could not supply me with my old fuel pump assy so I could have it tested to see if I was wrongfully charged with something that was not needed on my vehicle?? I did not buy the vehicle there, but the dealership I did buy it from (Saunders Motors in Bridgewater) was a reputable dealership, unlike this one
User's recommendation: Beware!
Monetary Loss: $1200.
Preferred solution: Price reduction.
Amherst Chrysler Cons: Poor service department.
Location: 118 Robert Angus Drive, Amherst NS B4H 4R7
User's recommendation: Beware of service dept and mechanic's diagnostic abilities (trouble shooting).problems.
Location: Toronto, Ontario
Thank You for Your Reply! We are processing your message.