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Thread: Venting Sorry

  1. #1
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    Venting Sorry

    **Just need to get this off my chest - thanks for listening (it's long sorry)

    Dealer is Johnson CJD in Budd Lake NJ. This is an email I wrote to their service department 2 weeks ago - with ZERO response. *followed up today with a call and I'm informed that the R28 that the car was in for did not happen (even though they told me it did). BTW - oil on floor = oil filter not tight after service.
    ++++++++++++++++++++++++++++++++++++++++++++++++++ ++++++++

    I brought my 2013 Viper GTS in for an oil change on Saturday 1st or 7th May (sorry I forget) but I was told that nothing could be done because "the Viper Tech" wasn't available. OK no problem, at least I have confidence that you have a "Viper Tech" and I'll get excellent service.

    Took a morning vacation from work on Wednesday 9th June to have the oil and filter changed by your Viper Tech and a couple of recalls taken care of:

    R14 - Door may open if moisture get into the handle.
    R28 - Oil contamination - filter to be sent to Dodge for assessment
    Oil and Filter change

    R28 Recall - issue
    When the car was complete, I was told that "the recall cannot be done as parts are not available". I asked, "what parts"? - the response was "Not sure I need to talk to the tech" I did state that this is R28 and only requires the oil filter to be sent to Dodge... When Courney got back from talking to the tech she stated, "sorry he thought he was doing the R29 recall that had already been done". So, I asked, "so is the R28 being done"? "oh yes no problem the filter will be sent off and we will get back to you..." My concern: If he didn't know he was doing the R28 until now, what happened to the oil filter in the meantime? Did it end up in the trash before being dug out and sent off? Has it really been sent off? who knows? Great - now I have no confidence in a major recall....

    Oil Change Issue
    Later in the day I'm getting the car out and notice a spot of oil on my painted garage floor (or at least my 7-year-old did) - so I crawl under the car with a light and see that the bottom of the oil filter is covered in fresh oil. So I jump on the phone with your service department who say, "sorry everyone when home come back tomorrow" So I indicate I can try to get there by lunchtime, so I don't have to take more time off and the response is "sorry the tech goes out for lunch at that time". I get frustrated but say "ok". After hanging up I'm even more frustrated that the "Viper Tech" doesn't even seem to be able to change oil, so I call back to see if I can come in Friday very early again to avoid me being out of pocket on my vacations. But seems no one comes in early and "sucks to be you" type of attitude. I asked for this to be escalated to John even requested that John give me a call back. It's now 3 days past and no call.

    My real issue is - if there is a genuine leak then your "Viper tech" should have informed me as part of the service. If there was no leak (nothing on the floor before bringing to Johnson) then what did he do that caused oil to form on the bottom of the filter - I cleaned the filter off but it still keeps coming back.

    Door handle issue
    Not reported yet as I only found this on Saturday - there was a clip (looks like from somewhere in the door panel) sitting on the door sill as I opened the driver door. Plastic, 2 push prongs. So now I have no faith in the door handle recall.

    I have 3 Mopar's - 2 Grand Cherokees and a Viper - I bought my wife's Cherokee from Johnson and a prior 2012 SRT Charger new. I bring (brought) all 3 in religiously for service and any warranty work.

    And the result of the last visit with Johnson and the "Viper Tech":

    No confidence that a true R28 recall has been done correctly
    Oil now on my garage floor and going to have to find another dealer to fix this.
    No confidence that the door handle recall has been done correctly.
    I get nickel and dimed for $4.50 for windscreen washer fluid that was never asked for on a $200+ oil change. (this really was the icing on the cake)

    Oh and now I'm down 1/2-day vacation.

    Needless to say, I will be sharing my "experience" with Dodge. And If you assume that people only report the bad, up to now with both Jeeps, my Hellcat and my 2012 Charger SRT all of which were serviced by Johnson - the feedback was always positive.

  2. #2
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    double check if the old gasket from the previous filter isnt still stuck to the engine with the new filter and gasket
    2013 RaceYellow/Black GTS Laguna
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  3. #3
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    From my experience, an email to FCA will do you no good. They claim the dealers are privately owned and they have no method of controlling the way these private dealers conduct business.

    With that said, my advice would be to find the email to the GM and send him everything you typed above and ask what they can do for you. Definitely mention specific names such as service advisor, servicing tech, etc. Each individual should be held accountable for their service or lack thereof.
    2014 GTS

  4. #4
    I’m sorry to hear this Boot. I would do as BSLSK mentioned. It’s definitely frustrating to deal with this. I literally just came home from buying all fluids and filter, etc so I can do it all myself. Not to save the money, but because I know that most people that get paid by the hour don’t give a shit anymore. Most of these people have no passion in what they do, even if it’s an oil change. Again, sorry to hear about the bad service. Best thing is reviews as to help the next person in line.
    2016 Viper GT - Gunmetal Pearl

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  6. #6
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    I would fully document everything about the R28 recall and tell them you would hold them accountable if your engine blows because you have no faith if it was done correctly or even at all.
    Last edited by daveg; 07-02-2021 at 06:55 PM.
    96 GTS (# 33, Bone Stock), 66 Mustang Convertible, 66 Mustang Hardtop, 69 Corvette Roadster

  7. #7
    Enthusiast Hamrhead's Avatar
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    I realize it's a complete PITA for you, but Bergey's Dodge/Jeep/Ram in Franconia, PA is the dealer I use and they always treat me and my Viper well.

    Hopefully your Viper problems will be solved soon.
    2015 Viper GT
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  8. #8
    Enthusiast darbgnik's Avatar
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    Sorry to hear about your less than stellar experience. Not all dealers are the same. My little local dealer really goes out of their way to provide the white glove treatment with the higher end cars. They ensured the car was inside overnight, and even went so far as to to pilon off my car at the rear of the service bay, so it wouldn't even get parked beside, while I was on my way to pick it up.

    Lets hope there are other dealers near you.
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  9. #9
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    FWIW I've had good experiences at the same dealer as OP. The viper tech there is outstanding, very nice guy. It seems to me the work done on your car was not actually done by the viper tech. It should say on your printout who did the work. If it doesn't say Brian R., than it wasn't their viper tech who did the work on your car.

    In the service center, ask Brianna to take care of you. She is head of the department and is very good.
    Your friendly neighborhood certified driver coach.
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  10. #10
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    Don't know how many times I have to say it there is absolutely ZERO dealers in NJ worth bringing a viper to. I ended up just using a buddy who runs a local mom/pop shop for everything or chuck Tator in ny state.

    If you need a guy who you can definitely trust with a ton of experience, he's in pompton plains on the boulevard. Let me know
    Last edited by plumcrazy; 07-06-2021 at 07:54 AM.
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  11. #11
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    My $.005 (half a cent of perspective)

    When I purchased my Vipers, I/we did not have a go to shop. Issues were handled ad hoc and by helpful region members.

    I tried with my local dealer, but could not make the progress I wanted.

    Their "former" Viper Tec who was now Shop Supervisor. I called him after two years and he was at least agreeable to stop by my house to talk. We then talked with the Service Manager. A small step in a better direction. We agreed that the Shop Supervisor would do the work and their mechanic for Hellcats and diesels would assist. They completed all the work I needed. They took their time to walk me thru each Viper. I was not 100% comfortable, but I was getting there. Since then, the Hellcat guy is our Viper guy. I have had AC, end links, tie rods, alignment, tires, and a number of small things completed.

    I also took a page out of Steve Fess' book (Fess Up - good title, right?). Took a dozen or two donuts every once in a while to the guys and staff. Built a relationship so my Viper just wasn't another vehicle has been important. Tomorrow, taking cold drinks since it will be 98 here and humid.

    As I made posts about the work completed, other Viper owners started going as well. In 2019, they worked on five Vipers, maybe. 2020, a dozen. 2021, a dozen in the first six months. They are now a small sponsor of the regional and the preferred shop in the area.

    The point is this, when you decide on a shop decide - build a relationship. A business owner wants more business. Can you help? When others take their Viper to them, can you help?

    Whoever you decide to be your mechanic, build a relationship, and actively manage the relationship.

    And to be clear, you/I/we should be able to take our Vipers in and get work done correctly without relationship building. Relationships will make it easier over time, but work still needs to be completed correctly.

    I look forward to hearing about the resolution.
    Last edited by Viperenvy; 07-06-2021 at 09:34 AM.
    Brian
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  12. #12
    I just built a relationship with myself over the last 37 years. Plus having you guys as help before doing any work is second to none. The forum and its members are better than any service tech I’ve known.
    2016 Viper GT - Gunmetal Pearl

  13. #13
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    Quote Originally Posted by pMak26 View Post
    FWIW I've had good experiences at the same dealer as OP. The viper tech there is outstanding, very nice guy. It seems to me the work done on your car was not actually done by the viper tech. It should say on your printout who did the work. If it doesn't say Brian R., than it wasn't their viper tech who did the work on your car.

    In the service center, ask Brianna to take care of you. She is head of the department and is very good.
    I talked to Brittani and Brianna (Brittani original service writer) - and the post is the original email to the dealership. It does say Brian R on the invoice as the tech... but this was sadly miss handled from the start. :-(

  14. #14
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    Quote Originally Posted by AAA96 View Post
    I just built a relationship with myself over the last 37 years. Plus having you guys as help before doing any work is second to none. The forum and its members are better than any service tech I’ve known.
    100% Where I'm at. Fully agree.

  15. #15
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    Quote Originally Posted by Fatboy 18 View Post
    100% Where I'm at. Fully agree.
    also 100% agree

  16. #16
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    So did the dealer respond or did they just leave you hanging?
    2014 GTS

  17. #17
    Enthusiast Jack B's Avatar
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    This may sound counter intuitive, here we go. In the future, if the topic is oil change only, DIY or take it to a shop with a pit or drive-on lift I do not like frame lifts for a Viper, which most new car dealers use. The Viper is one of the easiest cars ever made for changing the oil. If a tech gets an oil change wrong, that is problematic beyond the oil change itself.

    I guarantee that many Vipers have hidden (from the owner) sill damage from frame lifts.
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