Joseph of Philpot, KY on Dec. 10, 2000
On 3-5-99 I leased a 99 Dodge Dakota. This was a brand-new truck. One and one half hours after I drove off the dealers lot I had to call and set up my first service appointment to get the heating and air conditioning system repaired. To date this truck has been in the shop 19 times for repairs. I went to arbitration because I could not get needed repairs made to my truck. I requested that Chrysler buy back the truck. The district manager, Ron Heyduck, stated in the meeting that I was telling the truth but he said that in the interest of customer care they were going to make the proper repairs to the truck. The arbitrator ruled against me stating that the truck was under warranty and that Chrysler was going to make repairs.
After I received this ruling I took the truck in to the dealership to have the work performed. They kept the truck for one day and called and told me to come get it. They had not done anything to even attempt the repairs and they said they did not know how to fix it and Chrysler's technical personnel did not know either. I called Ron Heyduck and left a message on his voice mail asking why my truck was not going to be repaired. Mr. Heyduck returned my call the next evening and informed me that the dealership was not going to work on my truck any more and that the repairs were not going to be made. I asked why and he said in his opinion nothing was wrong and that they were not going to fix it. This is the man that promised in arbitration that these specific repairs would be made to my truck.
I videotaped the problem and refiled for arbitration requesting a buyback stating that Chrysler was refusing to honor their warranty. I again presented my case to another arbitrator and again Mr. Heyduck agreed that I was telling the truth. He also admitted that he had told me if this were his personal vehicle he would not be satisfied with it. He again stated that in the interest of customer care and service Chrysler would make the proper repairs to the truck. The arbitrator asked when this work would be completed and Mr. Heyduck stated no later than the end of June 2000. The arbitrator again ruled against me stating that the truck was still under warranty and that Chrysler was going to make repairs. The repairs were not completed until the end of September!
I have called Chryslers customer service number and have always been told we are sorry there is nothing we can do for you. I have written letters to Chrysler and one of my favorite responses was, we understand your concerns and we apologize but there is nothing we can do to help you.
I am making a lease payment of almost $400 per month on a vehicle that is averaging almost one trip per month to the shop and this is not including trips for routine maintenance such as oil changes. I have tried to sell the truck but no one will buy it after they find out how much trouble I have had with the truck. The payoff on the lease and residual is about the same as trade-in value. I had a used car dealer that contacted me about the truck and I asked him if he would take it off my hands. All I wanted him to pay was the amount still owed on the truck. He wanted to know about any problems I had with the truck.I told him about all the times it had been in the shop and he said he did not want it. I told him there was still over one year and almost 16,000 miles left on the factory warranty. He told me he did not want that vehicle on his lot! I cannot even sell the truck for trade in value which is almost $5,000 below the wholesale value of the truck.
Mr. Heyduck has told me he is not going to do anything to help me out. He did offer me an extended warranty the first time I filed for arbitration. This was with the condition that I would not take the matter to arbitration. Since I went to arbitration and did not accept his offer he has made it very clear that he is not willing to help me in any way! The responses I have gotten from Chrysler have been basically, you bought it, tough luck!
This is why arbitration is not a good way to clear the backlog of cases in civil court. It is nearly always bought and paid for by the manufacturer. The way to clear the backlog of court cases is for manufacturers to stop making defective products and stiffing consumers who complain about them. It's too bad Joseph wasted on this time on arbitration when he probably could have sued under the Lemon Law statute. It may very well be too late now, so arbitration has been doubly beneficial for Chrysler and doubly damaging for Joseph.
