I am about to go to arbitration for my new 1995 Dodge Intrepid ES. I have
had it for 3 months and it has spent 18 business days in the shop
(apparently we don't need to use our cars on weekends so that doesn't
count towards time lost). Following is text of letters I sent. Take
special note of Chrysler's response. My hearing is June 3rd. I'll post
results once I know. By the way, there are new problems that haven't even
been covered in these letters.
March 10, 1996
Robert J. Eaton, Chairman
Chrysler Motor Corporation
12000 Chrysler Drive
Highland Park, MI 48288
Good day:
On February 13, 1996, I took delivery of a brand new 1995 Dodge Intrepid
ES. From the first day, I have had quite a few problems with this car.
Many of these problems have been, and are still being, addressed by the
dealer. However, I have had this car for less than a month and I have had
to bring it back to the dealer many times for repairs, adjustments, and
replacements. I purchased a new car so I would not have the worries that
accompany an older car: too many repairs; too many days in the shop; too
many days trying to arrange other transportation.
After taking delivery and driving the car home, I noticed that there were
many paint chips right down to the metal of the car. I immediately brought
the car back to the dealer where the sales manager took a vial of touch up
paint and filled in the chips. This strikes me as being a totally
inappropriate procedure for a brand new car which was off the lot for less
than thirty minutes.
The drivers side door also squeaked from the moment I first took
delivery. The salesman and then service put a lubricant on the door hinge.
This solved the problem temporarily. When the squeak came back, the
service department claimed they could not find the problem. However, after
their third attempt to fix the problem, I showed the technician the
squeaking problem. We decided at that time to leave the repair until the
next visit. Apparently, the lubricant he put on at this service visit took
some time to work. The squeak was not apparent for about a week, but it
has now returned. This appears to be a problem with which I have to be
concerned for as long as I own the car.
On the same day, I noticed that the cup holder did not operate properly
even though they had tried to fix this problem before delivery. After
another attempt at repair, they decided to replace the cup holder. This
has apparently solved the problem. This problem should have been solved
the first time and not the third.
The next day I noticed that the weather stripping around all of the doors,
except the drivers side, was separating from the moldings. It was so bad,
daylight appeared through the gaps. Service pushed the weather stripping
back where it belonged. The next day, I noticed that it was coming out
again. Service claimed that this was normal. Apparently, at the next
visit, they adjusted it again. It is now sitting in its track, but I worry
that it may still pop out again.
During the first week, the windshield wipers streaked horribly. They were
replaced and that problem was solved temporarily. Now, the passengers
side streaks very badly. The wipers should have been checked before I took
delivery of the car, but this is just a minor problem.
The gas filler door also squeaked when opening. This turned out to be the
door scraping on the opening and wearing away the paint. This problem was
solved temporarily by the sales manager. He pulled the door away from the
opening so it would not scrape. He also used the touch up paint to cover
the scrapes in the paint. The squeaking and scraping has since returned.
On February 16th, I noticed that there was a great deal of condensation
inside the headlamp assemblies. Both service and Dodge customer service
said this was normal and would dry when the lights were on. Most of the
condensation went away, but a pocket of it never went away by itself. At
the next service call, the headlamp was replaced.
On the same day, I discovered that the front passengers door did not
close properly. It was not aligned with the rear door as was the other
side of the car. Another appointment was made, this time with the body
shop so they could remount the door. The problem has been solved, but a
brand new car should not have this type of problem.
Around February 25, a rattle appeared from somewhere near the rear window.
I could not pinpoint the problem, but the service technician was able to
solve the problem. He explained that a tab in the rear right molding was
not installed properly. This further fueled my disgust with the lack of
quality of this car.
Around this same time, I began to feel a slight vibration while driving at
any speed on any road conditions. They have checked the tires and the
suspension and all appears normal. A road test has not been done because
of the inclement weather. When conditions improve, a road test will be
done and hopefully a solution can be found.
On March 1st, as I was installing a front end mask (purchased because I
feel that the paint is very fragile on this car), I discovered two rust
spots under the hood. Rust spots! At this time, I also discovered more
paint chips reinforcing my belief that something is wrong with this paint.
I have owned the car for less than a month and already another appointment
has to be made with the body shop to repair this rust! A brand new car
should not have any rust or paint chips down to the metal regardless of
how long it has been on the lot.
On March 9th, after a night of snow and ice, I discovered a buildup of
thick frost on the inside of the windows. I have never owned a car where
I had to scrape ice from the inside! This shows me once again that this
car is not built well.
While some of these problems have been solved, I am very disappointed with
my new car. As I stated earlier, I purchased a new car so I would not have
the worries and problems that accompany an older car. However, this new
car is giving me as many worries as an older car. A new car should be
stress-free and a joy to drive. Instead, I worry that something new is
going to go wrong every time I start the car and I do not feel that I am
getting the quality and ride one should have in a car that listed at well
over $22,000!
I feel that Rockingham Dodge has done as much as they can. Since the
problems keep reoccurring, I believe that a replacement vehicle or a full
refund (including provisions for the extended warranty I purchased) is a
reasonable solution.
Please note that I have also been in touch by phone with the Chrysler
Customer Center. For the most part, they have been patient and have given
me reasonably good advice. My file number is 3242183
Sincerely,
Edward S. Kotzen
cc: United States Chrysler Customer Center
P.O. Box 302
Center Line, MI 48015-9302
Research Department
Chrysler Corporation
P.O. Box 5022
Rochester, MI 48308-9973
Chrysler Motor Corporation
550 South College Avenue
Newark, DE 19713-9870
Robert A. Lutz, President
Chrysler Motor Corporation
12000 Chrysler Drive
Highland Park, MI 48288
Emmett Horgan
Rockingham Toyota, Dodge, Nissan
354 Main Street
Salem, NH 03079
May 2, 1996
Customer Arbitration Board
P.O. Box 815
Concord, NH 03301
The purpose of this letter is to detail continuing problems that I am
having with a new 1995 Dodge Intrepid ES. Attached to this letter is a
letter mailed to Chrysler on March 10, 1996. At that point, I had owned
the car for less than a month and already the problems were building! As
of this date, there are new problems and old, unresolved problems. Also
attached is a list of problems that was to be fixed when I dropped my car
off at Rockingham Dodge on April 16, 1996. After two weeks in service,
some of those problems remain.
On April 29, 1996, after the car had been at the dealership for almost two
weeks, I picked up the car and consulted with the service manager. First,
and most importantly, they did not solve all of the problems. Some parts
were still on order so the other problems were to be solved later that
week. A repair on the cup holder required some type of epoxy; the smell
was horrendous. The service manager apologized for not airing out the car.
After driving the car for about an hour and getting dizzy and nauseous, I
informed the service manager that I was bringing the car back so they
could air it out and take care of the unresolved issues. One of those
issues was and is the windshield wipers. On the 29th, the passenger side
wiper did not contact the windshield on the top half. Another adjustment
was made; I picked the car up on May 2 and the wiper still does the same
thing as if no adjustments whatsoever were made!
On the 29th, the rust spots under the hood were not repaired
satisfactorily. Some of the paint chips (that the dealer is taking
responsibility for) were not repaired satisfactorily. These were to be
handled during the next repair effort. On May 2, the rust spots were still
not repaired satisfactorily. There are now new paint chips under the hood.
Apparently, something is contacting the hood.
On the 29th, I was told that the dealership or Chrysler will not take
responsibility for the paint chips. The excuse given is that these were
caused by industrial pollution. These chips have been on the car since the
day I took delivery. Someone from the dealership should be taking
responsibility for the protection of the cars finish. Some of the chips
appear to have been caused by tree sap.
I have had this car for about 2 = months. During this time, the car has
been in for service for sixteen (16) business days. Counting the weekend
days, this car has been unavailable to me for almost a full month. The
dealership has had the car in their possession for almost as many days as
I have been able to drive it. During this time, the passenger door has
been remounted since it did not close properly, the hood has been
remounted since it did not align properly, the CV joints have been
replaced since I had a clunking noise when accelerating, the wipers have
been replaced, the cup holder has been fixed or replaced four times, and
many other items have been serviced.
There is a rattle coming from the steering column or the dashboard. The
rear window rattles. The cruise control does not maintain a steady speed.
The auto climate control does not work properly (it did before the last
round of repairs, but now the air conditioning compressor will not shut
off). Removing the key from the ignition has become difficult. There is a
vibration sensation while driving at any speed. There is a musty odor
emanating from the heater. There is a sulfur smell coming from somewhere
at various times.
I now have another appointment for more service. Another day to make
arrangements for alternate transportation and take time from work! I am
requesting a full refund or replacement, but I prefer a full refund.
Sincerely,
Edward S. Kotzen
May 14, 1996
Marisela Mata
National Center for Dispute Settlement
1111 W. Mockingbird Lane, Suite 300
Dallas, TX 75247
Good day:
This letter is in response to Chryslers statements.
Chrysler states: "Repairs have been performed according to the terms of
the warranty."
My response: The repairs have not been completed satisfactorily. The rust
spots under the hood still need to be repaired. Passengers still cannot
see out the windshield when it is raining because the wiper still does not
make contact. The paint chips are still present because no one is claiming
responsibility for them. The bucking and the inability of the cruise to
maintain a consistent speed are still present. The musty odor from the
heater (along with a new chemical smell) is still present. The sulfur odor
from somewhere still exists. The steering wheel still rattles. I do not
believe that the terms of the warranty state that the customer has to
accept what they cannot fix.
Chrysler states: "The vehicle is currently operating as designed. Chrysler
Corporation will continue to honor the terms of the warranty. The owners
expectations seem to be rather excessive.
My response: I am surprised that Chrysler designed the car with rust
spots, paint chips, CV joints that need to be replaced after two months, a
door that squeaks, a steering wheel (or dashboard) that rattles, a door
that has to be remounted, a hood that has to be remounted, frost on the
inside of the car, something rolling around in the dash, wipers that do
not clear the window, a cruise that allows the car to speed up, an air
conditioning compressor that will not turn off, and other unwanted items.
If this car is operating as designed, why is it now in the shop AGAIN for
other repairs?
Obviously, Chrysler feels that a person should buy a car and then not
complain. I do not feel that my expectations are excessive. This car
listed for over $22,000 and I expect a car that I can drive for that kind
of money. I have a 1988 Subaru which has over 225,000 miles. The steering
wheel does not rattle, no doors or hood every had to be remounted, and it
has spent less time in the shop than my Dodge has. I really cannot say MY
Dodge, because it has been at the dealership for almost as long as I have
been able to use it. I did not buy a new car so I could make arrangements
for alternate transportation every other week! However, that is exactly
what has been happening and I feel that I have been very patient.
Presently, in addition to the other problems detailed in my previous
letters, these new problems have added to my "enjoyment" of this Chrysler
product: rear passenger door squeaks, new chips have appeared under the
hood, there is something rolling around inside the dash, the steering
wheel rattle has gotten worse, there is a chemical odor from the
heater/air conditioner when it first turns on, clunking noises when making
left or right turns.
Because new problems continue to arise, the quality and safety of this car
is suspect. For example, how can I be sure that the safety features of
this car will perform properly in an accident? Will the air bags deploy?
Will the anti-lock brakes work?
If this car is operating as designed, why does Ford, General Motors,
Toyota, Subaru, Hyundai, and the others not build their cars this way?
Sincerely,
Edward S. Kotzen
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