NHTSA Complaint #11101705 — 2013 DODGE DURANGO

IN DECEMBER 2017 SAID VEHICLE WAS TOWED TO THE SHOP FOR A NO START CONDITION. AFTER BRINGING IT IN WE DETERMINED A SEVERE SHORT IN THE ELECTRICAL SYSTEM, TRACED TO ALTERNATOR. WE ALSO FOUND MELTED BATTERY. FOUND THIS VEHICLE FELL UNDER THE T36 RECALL FROM FCA. WE GOT APPROVAL AT THAT TIME TO REPAIR THE VEHICLE AND RECEIVED A CASE NUMBER FOR REIMBURSEMENT. WE HAD TO CALL BACK MULTIPLE TIMES TO CONTINUE AUTHORIZATION, AND WAS TOLD AS LONG AS THE PROBLEMS WERE RELATED TO THE ALTERNATOR THEN THEY WOULD BE REIMBURSED FROM 30-60 DAYS FROM THE TIME OF SUBMISSION. AFTER SUBMITTING NEEDED PAPER WORK AND DOCUMENTATION WE WAITED. THE CUSTOMER STOPPED IN IN MAY AND ASKED US TO CHECK ON IT SINCE HE HAD NOT HEARD ANYTHING YET. CALLED FCA AND FOUND OUT THAT NOTHING HAD BEEN DONE WITH THE CLAIM BECAUSE OF AN INTERNAL ERROR THAT SENT THE PAPER WORK TO THE WRONG DEPARTMENT. AFTER CALLING AGAIN ON 6/13/18 WE FOUND OUT THAT AGAIN, IT HAD NOT BEEN FILED OR SENT TO THE RIGHT PEOPLE. TODAY (6/13/18) I SENT THE INFORMATION AGAIN AND WAS PROMISED IT WOULD BE TAKEN CARE OF. IT HAS NOW BEEN 6 MONTHS FROM THE DATE OF THE REPAIR AND NO EFFORT HAS BEEN MADE TO REIMBURSE THE CUSTOMER FOR ANYTHING. FCA SAID IT WOULD BE HANDLED IN 30-60 DAYS. I FEEL THAT THIS IS UNREASONABLE. THIS CUSTOMER HAS BEEN VERY UNDERSTANDING BUT IS RUNNING OUT OF PATIENCE. WE NOW HAVE 3 DIFFERENT CASE NUMBERS AND I HAVE DOCUMENTATION OF TALKING TO 4 DIFFERENT PEOPLE TO RESOLVE THE MATTER. THE CASE NUMBERS THAT HAVE BEEN ASSIGNED ARE AS FOLLOWS: 1) [XXX], # [XXX], 2) CONTACT: [XXX], # [XXX], 3)[XXX], #[XXX]. I FEEL THAT AS IT IS A RECALL AND CHRYSLER DID NOT HAVE A SOLUTION FOR THE PROBLEM AT THE TIME, AND AUTHORIZED US TO REPAIR, THEY HAVE HANDLED THE SITUATION VERY POORLY. PLEASE LOOK INTO THE MATTER OR AT LEAST PLEASE LET ME KNOW WHO I CAN CONTACT TO MAKE A PROPER COMPLAINT. THANK YOU, [XXX] INFORMATION REDACTED PURSUANT TO THE FREEDOM OF INFORMATION ACT (FOIA), 5 U.S.C. 552(B)(6). *TR