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| - I hope others will read this review and take in to account the service received from Keffer and FCA (the owner of Dodge, Chrysler, Jeep and Ram) before deciding on their next purchase.
In January 2018, my Dodge Dart caught fire while driving down the interstate from an electrical issue in the engine bay. The fire totaled the car, melting all plastics and most metals outside of the frame and engine. The fire only burned about 5 minutes but was so hot it melted away the steel hood.
In the 1.5 years leading up to this electrical fire, I made almost a dozen trips to the dealership to fix multiple issues with many being electrical issues. During these trips, the service received was far below acceptable. Many of these appointments were made days in advance with plenty of notice to Keffer and it was known the car would be left and I would receive a loaner. However, on the days I arrived, I always had to wait for a loaner a minimum of 1 hour. There were a couple times where I was supposed to have a loaner and when I arrived they didn't have a loaner and I had to reschedule the appointment, or be shuttled back to my house with no car to use. Because of issues with loaners and getting service completed, I had to open cases with FCA on a couple occasions to have them intervene and they struggled many times to get in touch with anyone or get things moving forward. Chrysler engineering also had to be involved for one of the electrical issues. My car was at the dealership for over 30 days and Chrysler engineering could not determine what was wrong and said the car looked like a car that was struck by lighting. That should've been warning enough that something wasn't right with my car.
The most disappointing service by far was after my car caught fire. This fire happened after multiple electrical repairs and after I submitted a request to have FCA buy back the car because of the electrical issues, which they denied. The third party fire investigator my insurance hired concluded the fire was caused because of an electrical issue in the engine bay and in the area of the parts replaced multiple times in the past for being faulty. I opened a case with FCA after the fire as well and even though I hav a third party fire report linking the electrical issues and fire, FCA denied any fault on their end.
While FCA denying fault is not a reflection on Keffer specifically, how Keffer treated me during the 4 weeks awaiting a decision from FCA and after are the concern During that time, I was only called once by a representative at Keffer and was only informed they would try and reach out to FCA.
As my car was totaled, I had to move forward and buy a new car. I only had a discounted loaner available for 30 days at which point I would have to pay for it myself. I expected after buying my car new from Keffer, having all service completed there, they would want to work with us and help us move on from this event. We also have a new baby who was only 6 months old at the time, my wife and I both work and our kid goes to daycare, so it was imperative to have a replacement (new or used) car quickly. his put us in a rough situation as we had a loan on the totaled car as well and were not planning on buying a car. Had Keffer reached out or responded shortly after the fire to try and help, I wouldn't be upset. I never expected a new car for free or anything irrational. I just expected someone to call and say they know it was a terrible situation and wanted to be there to help me find my next car and show they cared.
Instead, I was never contacted again by Keffer. I only received a letter from FCA saying they don't believe it was their fault and they know I will understand. I called FCA every two days and was never called back in almost 4 weeks before that letter. The first response back from Keffer was after telling them I would be notifying local news sources of the service I received. Even then, after meeting with the service manager, I was told I would need to contact FCA for arbitration as they could not do anything. After contacting FCA, they denied being willing to have any arbitration or do anything else with my case. I contacted Keffer again and was only told that's not good and I would need to involve legal resources.
We are extremely thankful our baby was not in the car during the fire and that I was alone and that nobody was injured. But it has become very obvious that because there were no injuries, and little to no basis for legal action because there were no injuries, FCA and Keffer are not willing to accept any fault or assist in any way.
When a companies slogan is "Your Family Store" you would expect to be treated like family. I don't know anyone though that would treat family like my family has been treated. Especially after something as catastrophic as a car catching fire while you are driving it from an electrical fault caused by parts previously replaced that were faulty.
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