I am writing to formally request that your dealership accept responsibility for the most recent…read morerepair required on my truck and reimburse me for the $95 towing charge. Based on the condition in which my truck was previously returned to me, the repeated discovery of missing and improperly secured fasteners, and the circumstances surrounding this latest failure, I believe this damage is directly related to work previously performed by your service department.
History of the Repair
I originally brought my truck to your dealership for warranty service because your location was the closest authorized Ram service department. My complaint was a rattle/grinding noise. I was initially told that the truck needed a flex plate and torque converter and was assigned a service advisor named Christen.
Initially, Christen provided updates every few weeks. Over time, however, communication became increasingly difficult. Your dealership ultimately kept my truck for approximately six months, while additional problems and repairs continued to be identified. At one point, Christen told me that the truck needed a new engine but that Ram would not cover it, essentially telling me that I would have to accept the outcome.
There was also approximately a two-month period during which I could barely get any communication from Christen. I was not calling excessively or demanding daily updates. I simply expected a reasonable update every few weeks, even if there had been no progress.
After approximately six months, and after I began calling regularly trying to get information, I was finally told that I could pick up my truck.
What I found after getting it home was unacceptable.
The truck had:
- A coolant leak;
- A turbocharger connection/clamp that had not been properly reinstalled;
- Numerous oil-pan bolts missing;
- Loose or missing fasteners around the fan shroud; and
- The same rattle for which I had originally brought the truck to your dealership.
I had to return the truck to your dealership twice because I continued discovering problems with the work that had been performed.
During those subsequent visits, I was told that Christen had been terminated following similar complaints and that the dealership would "make it right" because of my experience.
On my last visit regarding the turbo connection that had been left improperly installed, I also asked about the continuing rattle. I was told words to the effect of, "Yeah, those trucks do that. They will probably come out with a recall eventually."
I immediately drove the truck to the Ram dealership in Walla Walla. Their response was very different. They told me that the noise was not normal, identified the area around the motor mount as the source, and offered to schedule the truck for further diagnosis.
When I later inspected the area myself, I discovered a rock lodged between the motor mount and the frame. I removed the rock, and the rattle disappeared completely.
In other words, my truck spent approximately six months at your dealership, underwent extensive repair work, and was returned to me with multiple loose or missing fasteners, an improperly connected turbocharger, a coolant leak, and the original complaint unresolved.
Current Brake-System Failure
That history is particularly important because of what has now happened.
While I was recently in Hermiston, my truck suffered a serious brake-system failure with my wife and three-year-old child in the vehicle.
When I inspected the truck, I discovered that the brake master-cylinder/booster assembly was no longer properly secured. The upper mounting stud/bolt was broken, while the lower mounting point was missing its retaining nut.
I contacted my mechanic and described what I found. I was advised that an improperly installed or insufficiently torqued mounting nut could loosen over time, allowing movement in the assembly and placing excessive stress on the remaining mounting point until it failed.
I understand that a complete technical determination may require inspection. However, this failure is extremely concerning given the documented pattern I experienced immediately after your dealership's work: missing bolts, missing nuts, loose fasteners, and components that had not been properly reinstalled.
This is not an isolated cosmetic issue. It involved my braking system and created a potentially catastrophic safety hazard for me and my family.
I am now being told that the master cylinder and/or related components require replacement.
Formal Demand
I am requesting that your dealership:
1. Pay the full reasonable cost necessary to repair the brake/master-cylinder mounting failure and any resulting damage;
2. Reimburse my $95 towing expense;
3. Confirm in writing that these costs will be covered; and
4. Preserve any parts removed from the vehicle, including the master cylinder, booster or mounting assembly, broken stud(s), nuts, bolts, brackets, and related hardware, so that they may be independently inspected if
