My Experience with Lithia of Wasilla, Alaska
Reference Invoice #: 123197 01/17/2019 Customer #: 135951 Bill Luce I brought my 2005 ½ ton PU in to get it serviced to drive down to MT around the first week of Jan. I informed the service mgr that the truck sounded like a lifter was clicking. After it was evaluated, I was told that it would take a week or so to order the parts and make the repairs and that the mechanics stated that they were surprised on how good of shape the truck was in and needed to only need minor repairs. The original estimate was around $4500 and I said OK. I did not have the truck for very long and was not aware of the maintenance history. During the cold snap my other truck 2009 1 ton—the heater went out so I called up and made arrangements to pick up the 2005 while the shop was awaiting parts and leave my 1 ton. After the evaluation, I was told that the water pump was out and I needed a flush to the tune of $1000. I said OK get it fixed. I drove the ½ ton for a day or so until the 1 ton was ready for pick up and swapped vehicles. Still only the possible lifter was clicking at low RPMs . Some time after that I was called and told that the repairs would take another $1000 dollars. I told the service mgr to do it—no questions. Some time later I was called and told the repairs would be an additional $300 or so more. I told the service mgr to fix the truck –no questions asked. On Jan 17 I came to the service desk and talked to both the service mgr and the mechanic at the same time. The mechanic told me that everything was good except that in the future I may need a valve job due to one sticking. He then proceeded to tell me in front of the service mgr to get sea foam and put it in both the fuel tank and the engine and that would probably fix the sticking valve. I paid the bill with a cashier’s check of over $5700 with no hesitation and no further questions. The service desk had the truck put over on the street and I presented the paid bill to the driver to get the set of keys. I had my wife drop me off at the truck to drive home. I drove directly to OMaleys and bought two cans of sea foam and did exactly as the mechanic told me to do in front of the service manager. I proceeded to drive home and I made it almost to Lucille Street on Selden in Wasilla when I heard a metal sound and the engine stopped. I coasted to the side of the road and tried to restart the engine and it would not turn over. I called a tow truck and had the truck towed back to Lithia and the keys were put in the drop box. On Jan 18th I called numerous times to talk with the service desk and was put on hold so long I drove over to Lithia while still on hold to find service mgr was out an that they found the key in the drop box while I was there and did not know the truck was on the side street. I was told that it would get looked at and I would get a call—there were apologies as to the over site. On Monday Jan 21 I received a phone call from the service mgr that stated I need a new engine and there are two options. I asked why and she told me that she would get the mechanic. I waited until the mechanic answered with, “What question do you have?” I stated, “Why do I need a new engine?” He stated that the valve we talked about dropped .” I stated, So you have looked into the engine to know this?” He stated, “No”. I stated, “So you do not know that the valve dropped.” He confirmed that and stated he would scope the engine and call me or I would get a call on Jan 23 around noon. Currently I have received no calls. My issue is that within the last 2 years I have spent some $20,000 at Lithia with no question as to the validity of the work required to include one bill almost at $10,000 for the 1 ton. I have never given any mechanic a hard time for anything, they have stated needed to be done until now. I asked previously Does it sound like that if having the valve job done or not would have saved the engine that I just put over $5700 into--that I would not have allowed it? Sir, you are the general manager and I am requesting that you look into this matter and provide me guidance as to the way ahead. I never before have questioned what your mechanics were doing for me until now. Thank you for your time, Bill Luce
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