The Last Time I Use the Night Drop

[billroper]

So the check engine light came on in daisy_knotwise's van on the way out of Capricon. Although it had gone away again by later that evening, we decided to take it to a dealer to have it checked out. Since the dealer we bought the van from was sold to someone with a distinctly avaricious service department -- the last time we took it there, we got the "clean the fuel injectors" song and dance -- we decided to run it down to Larry Roesch Chrysler down in Elmhurst, since we'd had a good experience with their now-closed Ford dealership. Last night, I met Gretchen there, we filled out the forms, dropped the keys in the night drop slot, and left the van on the lot.

This morning, we got a call from Corey at the service department who informed us that essentially nothing that was wrong was covered by our extended warranty. Ok, I didn't expect a tune up to be covered and since we were getting new plugs and ignition wires, that was fine. I questioned the reprogramming of the computer and he allowed as to how that was covered. He also pointed out to me that the plastic piece that holds the controls for the power driver seat was broken off and he could replace it -- although it wasn't covered under the warranty. (I recall that it used to be. Apparently, they break too many of those. It certainly seems to be a consistent design flaw.) I declined on the grounds that it would simply break again. If I decide I need to fix it, I'll find a way to fix it that will actually work.

So I got a call this afternoon to come and pick up the van. I drove over, parked my car, and paid for the repair. They pulled the van around, parked it, and gave me the keys. I wandered off to look at the showroom for a moment, to see what there was to see (not much, to be honest), then hopped in the van to drive it home.

And discovered that the windshield was cracked longitudinally right down the middle.

Basically, they're telling me it was broken when they got it. If so, then it somehow died on their lot overnight. Given that the thorough Corey didn't manage to mention the broken windshield, I have my doubts as to the veracity of the paperwork that they showed me indicating the windshield came to them broken, since he certainly mentioned the broken plastic part with no prompting.

Loud conversation ensued, including the fellow in the service department who I brought this to the attention of shouting an insult at me as I drove away. I had said, "This is why the industry is in trouble."

"Yes," he shouted. "Because of customers like you."

Of course. Because it's far too demanding to ask to have your vehicle returned to you in no worse condition than when you dropped it off.

I'll talk to my insurance company in the morning.

Comments

[daddy-guido.livejournal.com]

I think you just talked me out of buying a Dodge Challenger.
*sigh*

[spiritdancer]

I'd certainly let the insurance company know where the van was at the time the break showed up, as well as the shop's response.

The shop may find itself on the receiving end of an _interesting_ call from the insurance company. Maybe. Worth a shot, anyhow, since it looks like you're already going to be searching yet again for another shop :-(

[catalana.livejournal.com]

Oh good lord. That's terrible. *hug*

[jrittenhouse.livejournal.com]

My sympathies and best wishes in this one, and fervent hopes that your insurance company will call you over to watch while they threaten the dealer's staff with a red-hot tire iron.

[filkerdave.livejournal.com]

I'm pretty much never buying anything from Chrysler again.

[filkertom.livejournal.com]

Jeez marimba. Not to mention the manager, or higher. So sorry, Bill.

[madfilkentist]

Have you considered talking to a lawyer as well as the insurance company? But I suppose they can claim that someone came onto their lot and smashed the windshield after you dropped it off, and I'm sure they have fine print saying they aren't responsible when that happens.

[johnridley.livejournal.com]

I agree they're being shitty about it, but won't your insurance pay for a new windshield anyway? It's an inconvenience but I think most will. Ours did. They even paid for an on-site place to just come out and do the work in the parking lot.

[shsilver.livejournal.com]

Ours did also. It was cool to watch, but how quickly they did it made it seem like a really easy way for thieves to break into a car.

[shsilver.livejournal.com]

When I had service and attitude problems with Chrysler several years ago, I followed up with a letter to the BBB, the dealership, the regional manager, and the President of Chrysler.

I got a phone call from the President's secretary and we worked out something mutually agreeable (although probably not so much for the dealership).

[mbcrui.livejournal.com]

I'm with Steve, Call Chrysler. Complain about the service department response, especially the person shouting at you. Dealerships live in dread of the call from headquarters. (If my cousin is around, I might even have a person to call and ask for at Chrysler. He's in the process of moving up here, having just retired.)

[kyril.livejournal.com]

Worst comes to worst, the windshield is covered under your car's comprehensive insurance. But you may have a deductable on that. And I would definitely agree, complain to more people, a.k.a. "escalate".

Windshields aren't usually deductable

[capplor.livejournal.com]

It's so important (and so catastrophic if it were to break on the road) most insurance covers it 100%.

[jcw-da-dmg.livejournal.com]

Blame the customer. Brilliant.

It sounds like

[sffilk.livejournal.com]

you need to contact a few state agencies including the state board of consumer affairs.