Wednesday, March 30, 2011

POST # 8: RATS, MICE or FOUL PLAY????

so, I'm on my way home from work at 4:30PM, I arrive at daycare and notice I have a missed call from Jonathan at Headquarters at 4:33PM and a voicemail. I listen to it...here's the skinny:

Hi Jessica, I hate the be the bearer of bad news, but...Newburgh Park Motors took another look at your 2007 Dodge Charger and it turns out theres a rats nest in your car. So, the part is no longer covered under warranty and you will be responsible for the first PCM (originally referred to as ECM)which I was told was delivered defective on Saturday March 26th, the 2nd PCM that was supposed to be delivered today - that we were told wasn't in hand at 3PM today, but somehow they claim they installed it and it died because of a short caused by rats - oh wait, back up - Newburgh Park Motors says MICE...sounds fishy, no? And we will also be responsible for the THIRD one they plan to install (mind you, none are available in the Country for 17 people..right?) as well as all the parts, labor and wiring harness that they claim was destroyed by rats/mice...

Jonathans message continues to say this is not covered as it is looked at as being "an act of god" and that I should call Newburgh Park Motors as they have pictures of the rats/mice nest and I can call him tomorrow to discuss, but it will be the same outcome.

We dropped our car off last Monday - 9 days ago...it was assessed and evaluated by a professional mechanic employed by Newburgh Park Motors. The diagnosis was a dead ECM. How is it, 9 days later, we have a new assessment? Would that not have been noticed then? Who's to say these alleged rats/mice didn't make their supposed cozy home while parked outside in a lot at the dealership????

Our family is getting together and planning our next move...Jonathan and Chrysler think this is over and they won. not so fast...

22 comments:

  1. For a retailer in this economic time to treat a customer like this is mind blowing and unacceptable. Word of mouth travels fast and I don't believe these people understand who they are dealing with and the connections you have to so many people in the surrounding communities The way you are being treated is disgusting and the run around only shows that this business is being run poorly with no integrity and loyalty to their customers. My husband and I will not be purchasing now or ever from Chrysler and will continue to inform our friends and family of this horrific experience you are enduring right now.

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  2. I can't believe all the issues that you and your family are having with a company who no more than a few years ago was pleading with the American public to put their faith back into American cars. Chrysler is spitting on their promise to deliver good reliable automobiles. My wife and I are currently in the market for a new vehicle and were actually looking at buy a Chrysler or Dodge. We really appreciate knowing the issues that this company puts it's customers through to fix a factory defect on a car still under warranty. It seems that Chryslers warranty is not even worth the paper it's printed on. We will never again think about going to Chrysler. Thank you for posting these issues so that more consumer's don't have to go through this mess.

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  3. First - As a shareholder, meaning American Taxpayer who bailed out Chrysler with $7 Billion (that's with a B), I am ashamed that MY company treats it's customers in such a manner.
    Second - I suggest you find out if any mutant rats and mice with ninja kung-fu grips have escaped from a zoo or animal testing facility recently as I have no idea how they are capable of building and maintaing a nest in a vehicle that is driven most every day on the highway. I imagine 9 days sitting in place would be enough time to build one and find some nice electrical components to chew on.
    Third - Installing piece after piece, funny how they keep coming in after your first post stated none could be found anywhere, only to find out that some wiring has been chewed and causing a short is kind of like replacing every light bulb on a christmas light strand only to find out that you didn't plug it in.

    Overall, these are some of the most unbelievable stories and comments from Chrysler that I have ever heard. I have been in the retail industry for over 17 years and if I ever represented my brands in this manner, I would be out on my ass. The manner in which Chrysler has gone to dismiss, dodge and shift responsibilty for an obvious issue, unless the other 17 customers with this issue have the same mutant mice and rats in their cars at which point we will cease to be the dominant species on this planet, is embarassing and downright wrong. I have already swayed two of my employees considering new vehicles away from Chrysler and will continue to do so for here on out.

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  4. March 24 at 8:55pm ·LikeUnlike · · Share.


    Joe Toombs good for you guys! everyone should read this series of blogs. even if you don't own a chrysler (i do...and am obviously concerned.) Corporate america is bloated and attempts to control us. they think they (gov't too) have us right where they want us. keep us in debt, keep us buying what we don't need, negatively impact policy, etc. well the gig is up. social media is putting the power/ knowledge back to the individual. we set the agenda, don't anyone forget that. good for you jess & ant!

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  5. From:
    Date: Mar 30, 2011 10:15 PM
    Subject: Re: Mariani Family Needs YOUR Help - Chrysler Update
    To:


    Jess and Anthony
    I am appalled at what you are going thru with Chrysler. I can not believe that with all the technological advances made in the world of automotive diagnosis,that Chrysler,burnt out 2 ECM modules.
    The first order of diagnosis should have been to test the first module to see what failed, and then determine the cause before you waste time and money on a replacement module. isn't it convenient,that a Mouse nest was found after 2 ECM units were installed, and a third one on its way,when all of a sudden Mickey and Minnie decide to take up residence in your wire harness! I imagine they must have moved in during the night after Jess returned from work,and the engine compartment was hot enough to fry them, or no maybe during the night after the engine cooled down,and just before it is restarted each morning to take Lorelei to school, and Jess to work every day. They had time to build a nest, and smart enough to stay put and enjoy a daily road trip to get home just in time to help make dinner. Or wait a minute if the car was idle for 9 + days behind Newburgh Park Motors,you don't think they could have signed a lease and moved in then?
    I have bought Chrysler products since 1994, Both Aunt Steph and I have replaced our vehicles every 2 years since 2004, we bought 2 -2007 nitro's, and last year traded them in on 2009 and 2010 nitro's, I have Uncle Ronnies 1997 Dodge Dakota, we have a Family history of supporting Chrysler products , that is why I was comfortable recommending them to you and Jess, especially when Lorelei came along . Both Aunt Steph and I will be interested to see how Chrysler handles this with you,as it will definitely make a difference, what brand vehicle we will choose next. I understand Nissan Murano offers a full 100,000 mile warranty,bumper to bumper, Jay and Tara switched from Chrysler to Nissan Muranos, Jay gave up his Jeep sport,Tara traded in her Jeep Commander. I tried to discourage them, but now I can see why. they both had routine maintenance on their cars worked on at the dealer, they got loaner cars without question, and did not spend a dime!!!!! They didn't have to ask ,they were advised that it was available if they needed it, not even a warranty ISSUE !!!! Really makes me want to continue to buy American made autos. I think Chrysler may have squandered their BAILOUT money, and have decided you guys can pick up their slack, what a crock of petunias.... if you are not given satisfaction, WE will be visiting the Nissan dealer right up the road from Newburgh Park Motors, I can't get over the lameness of that excuse to cover their inability to perform a proper diagnosis and provide customer satisfaction but a MOUSE NEST ?? I can't get over that !!! How original can you get?? On a car that is a daily driver, give me a break. My 88 Corvette ( Chevy made) only comes out of the garage on sunny days , it sat in the garage all winter since I owned it over the last 3 years, I bought it from the original owner ,who also kept it on blocks in the winter. I have yet to encounter a mouse nest, and as you know I have a detached garage. Maybe they are feeding on the CHEESY excuses you are getting fed from Chrysler, who knows?!
    Uncle Ed

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  6. It is unbelievable that Chrysler a company already on shaky ground would treat a customer like this. Common sense would tell anyone that if your company is trying to bounce back for bad financial times that you would go the extra mile to make sure your customers are satisfied and would buy your product again in the future. Not only does it seem that Chrysler does not care about customer service but they are now trying to get out of work that is covered under warranty. This type of behavior my them is not helping there already tarnished image.

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  7. I find it hard to believe that a technician working on an engine would fail to see a 'mouse' nest the first time they worked on it. I had a Saturn that became a home for a mouse over one winter. The nest was on the top of the engine and consisted of the sound-proofing material on the underside of the hood. This mouse must have gone to Raymour and Flannigan if there was no evidence of disruption of the insulating material. Additonally, there was no eating of any wires. In fact the Army needs to know that there are copper eating mice around. They might be useful in the cyberwars. It's the insulation on the wires, dummy! Sounds like you need to get the local congressional staffs working on this.

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  8. This is really hard to believe. How can Chrysler be so irresponsibile with their handling of your warranty problem? First, they tell you the part needed to repair your warranty problem is not available anywhere in the US and in fact it could take up to 5 months to get one, they deny your request for a loaner car; then they approve a loaner car for you thank goodness; them OMG they find the part (the same one that was supposed to take 5 months to find and the only reason they found the part is because they are bearing the expense of the loaner car); they ship the part to the dealership in Newburgh and the part is defective; then they find yet another of these ellusive parts and ship that one to your dealership and that one doesn't work either. So it looks like some mechanic at the dealership has been inside your engine compartment at least 3 times. Now this gentleman named Jonathan informs you that there is a rat's nest in your engine that caused the problem and it is no longer a warranty issue? Are they KIDDING? He tells you they have pictures to prove it? You know there are pictures of BIG FOOT out there TOO...is your rat's nest any more believable than Big Foot? So you never had a problem with rats before and now all of a sudden yesterday they showed up? If there really is a nest, with I find unlikely, maybe the little critters made a home in your engine compartment while your vehicle was in the care of the dealership for the last 9 days. This looks like one more attempt to transfer responsibility and blame from the multi-billion dollar corporation to you the consumer. If I remember correctly, didn't the American public, yes you, me and the people living in the USA reading this blog, bail Chrysler out when they were on the brink of bankruptcy? This is how they show their gratitude for us the consumers in the USA taking responsbility for them? I want to know who will bail out this family from the finanical hardhsip that Chrysler is saying is now their responsibility? Chrysler you should be ASHAMED OF YOURSELF!! Why not do the right thing and take care of this family? Is the cost of resolving this warranty problem greater than the bad will and negative PR you are receiving? DO THE RIGHT THING - TAKE RESPONSIBILITY FOR THIS MISTAKE AND FIX IT!!!! And oh by the way - whatever happened to the 17 other Chrysler Charger families waiting for the very same part this family is waiting for? Did their part show up and if so from where? Did it take them 5 months to get it? Did they have rats nesting in their engine compartments? Maybe Big Foot will visit their dealships? This is why I drive a German manufactured vechile. Chrysler...SHAME, SHAME SHAME ON YOU!!!

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  9. All you people are all idiots that are commenting on one side of a story and from what it sounds like have never worked on a modern automobile...there are computers that diagnose electrical problems and I would imagine this diagnosis led them to the dead PCM, so there is no need to go further until the PCM is replaced. After the PCM is replaced, the vehicle can now run and other concerns be found...which sounds like were caused by rodents. Yes, rodents do eat insulation, plactic and anything else they can chew on...when wire insulation is eaten through, the copper rubs against the copper strands of another wire, and they short out and burn out things like computers and electrical switches. So unless you people know what you're talking about, you should stop badmouthing others.

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  10. Just wonder 23138648-5bd1-11e0-a87d-000bcdcb8a73 Mystery Human or Robot why have you posted your comment anonymously? If we are all idiots like you say we are why don't you tell us what you do and where you work that makes you such a knowledgeable commenter? Please enlighten us

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  11. I think before you start calling people idiots you need to reread the blogs more carefully. We all know the the car was diagnosed with a computer which led to the outcome of a dead PCM and they still haven't gotten one that works. After going in 2x to put a replacement PCM that ended up being defected they then supposedly found the rats nest. So the question still remains how did they not see this "rats nest" the first 2 times they worked on the car?????

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  12. Oh and by the way why would you even defend Chrysler and their handling of this situation when it was all of us that BAILED them out and allowed them to stay in business. If I was them I would do everything I could to make the customer happy because as this blog proves how fast word of mouth travels. Proof is here that just looking at the comments Chrysler has lost 4-5 customers at least. I bet that number will grow the longer this issue is out. I own a jeep and all I have to say is CHRYSLER YOU BETTER GET YOU ACT TOGETHER. You are making me rethink future purchases of your Jeep vehicles!!!

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  13. I have been in the car business for 29 years...you don't have to remove the nice big engine covers under the hood to perform electrical diagnosis as the diagnostic connector is under the dash and the PCM's are usually on the side of the fender, so a tech would not remove the engine cover to do that...only after the pcm didn't repair it 100% would the cover be removed to check other components. Thats how I know. I have owned many and still own 3 chrysler products and I have had great service out of all of them, because I service all of them as required. I also know several people who have had goodwill repairs extended to them for being loyal chrysler customers while far beyond the warranty period, so it seems they DO take care of their loyal customers. I will continue to buy AMERICAN whenever I can. It's where I live. And Dan, if the government didn't bail them and GM out, this country would have been in worse turmoil than it already is and if you are a chrysler customer and would defect because some twitter birdbrain wants to badmouth a company because she doesn't want to pony up to repair her vehicle which clearly is not a manufacturing defect, then I am sure you are just as much a birdbrain as she is.

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  14. First we are called "Idoits" and now Jessica is an irresponsible "twitter birdbrain". Who are you people? Jessica I think you are making an impact. The proof stands clear, attack the person not the problem...unfortunately the two unknown writers have not taken the time to really look at the blog. Mr. I don't who you are car business person for 29 years...I too am very proud American, with a son in the Air Force who has spent time in Iraq defending your right to attack Jessica through free speech....and no Chrysler is not taking care of a loyal customer and no the "twitter birdbrain" - oh yes you are on a blog not twitter - is standing up for rights as an American consumer. Continue to keep the pressure up...let's see if we can get down to the truth; Why were you told the part was no where to be found in the US? Why would it take 5 months to get it? When exactly did the rats move in? Where is the proof.

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  15. Ouch with the big words....Actually I am both a Chrysler customer and a Lexus owner and my jeep already had a problem with it and my Lexus has twice as many miles and never had a problem. So yes I would consider not buying another Jeep because of the quality and the customer service provided. Jess is a good friend and I stand by my friends when they are treated unjust. But if we are birdbrains I am happy to be friends with a fellow birdbrain.

    PS. Again this is a blog and not twitter Mr Mysterious

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  16. Mr. 29 years in the car business,

    1)How long have you worked for Chrysler??
    2)How does someone perform required service on a resident rodent?? I would really like some elaboration from an individual of your extensive knowledge since your connotation is that this could have been prevented. Or, are you just trying to educate all of us "idiots" and "twitter birdbrains??"
    3)You do realize that 20% of Chrylser is owned by Fiat (a foreign company) and 2.46% owned by Canada?? Yet WE the taxpayer bailed out this AMERICAN company you speak so highly of and our money kept you working.
    4)Why do you seem content to attack an AMERICAN citizen exercising their first ammendment rights?? None of the posts so have attacked anyone or any company, they have all addressed the issue and how it is being handled only. Perhaps you lack the ability to view an issue objectively because you are on the other side of this.

    Bottom line here for everyone reading this, nothing that has been, can be, or will be said will deter Jess, Anthony, and those of use behind them from seeing this issue dealt with properly. None of us are using 5th grade name calling to get our point across, stay out of this unless you have something constructive to add to the conversation.

    BTW, my name is Chris, just like my profile says, why hide behind random characters??

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  17. Don't worry Jessica Chrysler and Newburgh Park Motors will not get away with this. Reading this blog and hearing the way you have been treated has me infuriated. I will start making some phone calls and spreading the word tomorrow. I will help any way that I can until this gets resolved. As for the childish comments from Mr. Hide Behind My Computer, don’t even waste your time responding back. This will all work out in the end for you; there is no way they will get away with this.

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  18. Hey Mr. I have 29 years in the business you know… I actually believe based upon the tone of your blog and the loyalty you have portrayed in your verbiage that you obviously ousted yourself as the inept mechanic whom has no clue as to what he is saying. Obviously either you are misinformed or you chose not to actually read this blog from the beginning so I will enlighten. Upon delivering this vehicle to the dealership it was determined by I’m guessing you or another employee… oh I’m sorry “mechanic with 29 years in the business” whom with the plethora of knowledge that all of us I believe the term you used was “idiots” found the PCM as faulty. Now for all of you whom actually have been reading this blog I do apologize for the monotony of having to re-visit all aspects however this is for Mr. 23138648-5bd1-11e0-a87d-000bcdcb8a73/ “I have 29 Years in the business” So as I was saying how is it that you missed the “rodents” the first time and second time putting in the PCM. A quality mechanic with 29 years in the business would have definitely looked under the hood don’t you think? Especially since the first computer which oh by the way was on back order for six months as explained by the dealership blew. So riddle me this Mr. Mechanic I ask you again do you open your eyes and inspect the car or do you just rely on plugging in your computer? It seems quite fishy that a huge company such as this was able to find 3 of the exact part that could not be found 10 days ago anywhere. One last thing I have an American SUV and a German SUV both of which are excellent! Chrysler needs to do the right thing and take care of this issue consumers should not be treated this way! Hang in there Jess

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  19. I will not even comment on how ridiculous this is. All I can tell you is that I know several people who WERE interested in buying a Chrysler, I have shown them your blog and Chrysler's response to your dilemma, and am proud to say that I have swayed them to buy elsewhere. In addition, my father has a Chrysler, and is appalled by what he has read and has already put car up for sale. I WILL NEVER buy a Chrysler because of your situation alone. I wish you nothing but the best, and fight til the end!

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  20. Please do not bother our senators with this. I'm sorry that you had terrible customer service, but is this the first time you've had a car break down? Or a bad experience at a car dealership? I'm not surprised at all by your story.

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  21. Using my TV connections to get Channel 7 On Your Side.

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  22. Wow Jess! So sorry to hear
    Chrysler is putting you through this. Nobody will be buying Chrysler in this area after I let them know how they treat their consumers. Even if the car gets fixed, you should look into another manufacturer.

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