Susquehanna Dodge Complaint - Don't buy from Suquehanna Dodge

Review by ktheth27 on 2010-07-01
WRIGHTSVILLE, PENNSYLVANIA -- On June 21,2010 I purchased a 2007 Dodge Nitro from Susquehanna Dodge in Wrightsville Pa. When I test drove the vehicle the ac did not work, so when I went to pick up the vehicle I asked if they had fixed the ac. I was told they filled the freon and if it still didn't work to bring it back and there was one more thing that they could do to fix it. So I left the dealership with my "new" car, the next day out of pure bad luck driving threw a construction zone I hit a piece of metal and got a flat tire. Little did I know what that would bring! I took my truck to a friend who is a certified Dodge tech, he fixed my tire and looked over my truck and found that The windshield wipers were torn and wouldn't even pass inspection, my tires were dry rotted and the front passenger side wheel was bent! So with all that my boyfriend called the dealership and they said to bring it in so they could see for themselves.
So the following week I did that and The service guy came out to look at it and told me the tires just had road wear! And that he won't do anything about them then said he would have the wheel fixed. And new wiper blades put on. So I left and called my boyfriend again telling him about the "road wear" on the tires needless to say he was not happy! So he called there and talked to the manager and the manager said he would check it out and get back to him. A few minutes later the owner of the dealership called him to tell him that the service guy has a bad way of wording things, but he looked at the tires and doesn't feel that they can help us!
So when I went to pick it I found out there was a recall on the wipers from Jan when the dealership had owned the vehicle and never fixed the recall and the ac was apparently a computer update! They also didn't update the inspection stickers, I was told the run them on a six month basis and I said well it is the sixth month! They did give me new inspection stickers. So I left there with no relief of my tires and a bent wheel. When I called back to see what they were gonna do about my wheel and I was told they weren't gonna do anything! So I paid $18,000 to have to now pay at least $1,000 to replace tires that are dry rotted! I would never recommend going to this dealership! There sales staff lack knowledge on there vehicles and there service staff doesn't want to fix things the way the should be fixed!
Company Response on 07/04/2010:
As owner/operator of Susquehanna Dodge Chrysler Jeep Ram, I was disappointed to see this review. Especially because I personally worked with these customers prior to delivery, helping them to obtain financing, and then again to address these concerns.

We had tested the A/C after it being raised as a concern and it tested to 49 degrees which is at the very top of the acceptible range. I told them on delivery of the vehicle that if after driving the vehicle, they still found the A/C to be not cold enough that there was a proceedure that we could perform to address their concern. This procedure was later completed at no cost to the customer.

After recieving the additional complaints our Service Manager replaced the wiper blades and went over and beyond our state inspection policy by renewing their inspection with 6 or more months remaining on the existing inspection. I personally reviewed the customers tire concern and inspected the tires and strongly disagreed with their position. The tire cracks that they were referring to are normal and can be found on a one year old tire with less then 10,000 miles. In this case, the tires were in great shape with well more then 50% wear remaining and easily met Chrysler Motors Certification Standards.

It is very unfortunate that the Nitro was damaged in the construction zone. We understand that it is discouraging and frustrating to just have gotten a new vehicle and have this occur the day after.

The certified Dodge tech that the customer referred to did not represent the dealership where he is employed when he looked at his friend's vehicle. I firmly believe that this diagnostic would not have been supported by his management at that dealer.

We work very hard at satisfying customers and we do a very good job at it. We are a Better Business Bureau Accredited Member with a rating of A+. We are also a Certified Dealer with a 4.9 rating out of 5. Again, we try very hard to satisfy all customers, however with some it is not possible.
Comments:1 Replies - Latest reply on 2010-07-01
Posted by spiderman2 on 2010-07-01:
Sounds like you should have had your friend who is a Dodge tech look at the truck before you bought it. Wouldn't a bent wheel make the vehicle drive funny?

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