Timebuyer complaints

Company states; Customer purchased 2015 Chrysler 200 on 6/26/23 with 109,216 miles, and a NYS Limited Warranty of 30 days of 1000 miles, whichever comes first. Tire pressure sensors are not covered under any warranty, and all customers sign a document that specifically addresses that fact. We DO NOT "reset" tire pressure monitor lights as customer states. We have no record of the customer stating the car was "smoking", and if we had, we would have advised her to come back so we could check it out. The first time we heard from the customer about service issues was for "clunking when accelerating and squeals when going in reverse." We scheduled an appointment for 7/25/23, for which the customer did not show up and did not call to reschedule. We then saw the vehicle on 8/9/23 for "coolant leak" and "clunking when accelerating and brakes smell like burning." We found a leak at the thermostat housing unit. Customer's NYS Limited Warranty had already expired as she had driven over 3600 miles since purchase. However, we replaced the thermostat housing, checked fluid levels, mounts, and relearned shift adaptives and test drove the car. We found no issues with driving or shifting. We performed all this At No Cost to Customer even though customer was well over limits or NYS Limited Warranty. The invoice was discounted from $425.74 to $0.00 as courtesy. The customer contacted us on 9/11/23 and told us the car was "dinging." We advised her that since she was out of warranty, she could take the car anywhere to have it diagnosed and let us know what they find. We did not hear back from the customer until 9/26/23, when she called and asked if her radiator was covered under warranty because it broke and dumped coolant. We advised the customer it was not covered under warranty, that she could take it anywhere to have it diagnosed and repaired. We gave her the contact information for a local shop if she chose to take it there. The next day, the customer called back and stated she did not call that shop, or take it there, but that her husband is a mechanic and that he states the radiator is cracked. We again advised the customer this is not a covered item, but we would help. We quoted the customer $460 plus tax to replace the radiator, but in the interest of helping her, we could do it for $280 plus tax. The customer chose Not to accept that offer, and advised us on 9/29/23 that she already had some else replace the radiator. The customer is beyond her NYS Limited Warranty. We offered to fix the radiator at a 61% discount. That offer still stands if the radiator has not been replaced. If the customer needs further assistance, we would be happy to look at the vehicle at no charge, and make any necessary non-warranty repairs at a 20% discount off the labor. We hope this will resolve the customer's concerns.

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Company states: The customer purchased a 24,000 mile power train warranty when he bought his car from us. At the time of purchase, his vehicle had 40,203 mile on it, hence, he would be covered up to 64,203 miles. We performed timing work on his vehicle in November of 2022 under warranty. At the time his vehicle had been driven approximately 14,500 miles, so his 24,000 mile power train warranty was still in effect. His vehicle now has 69, 857 miles, which means his original power train warranty has expired. Nonetheless, we agreed to look at his vehicle AT NO CHARGE on 9/21/23. On that date, we examined the VVT solenoids and timing chain, and they appeared to be functioning properly. We did, however, determine that the internal engine was very dirty. We recommended an engine flush and oil change WHICH WE OFFERED TO PERFORM FREE OF CHARGE AS A COURTESY. The customer authorized the service. We flushed the motor, did the oil change, then added another engine treatment which is meant to be used over time while the customer drives normally. This was over $260 in parts and labor that we waived entirely. The customer is scheduled to return to our service center on 10/10/23, at which time we will check the condition of the internal engine and possibly perform another flush. In conclusion, the customer's vehicle is NO LONGER UNDER WARRANTY, yet we are attempting to help him at no charge. If it is determined that his vehicle does need timing repair, we will offer to perform the work at a discounted labor rate.

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Company states; As stated in our initial response, customer is No Longer Under Warranty. However, we have been attempting to assist customer at little or no cost to him. In that effort, the customer was scheduled for an appointment on 10/10/23, at which time we intended to check the oil and the condition of the internal engine and possibly perform another flush free of charge. The customer did not show up or call to reschedule. Also, as stated in our initial response, if it is determined that the vehicle does need timing repair, we will offer to perform the work at a discounted labor rate.

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