Landmark Dodge, Inc
Morrow, GA.

Sir: Re: your request for a written accounting of the relevant events.

On Nov. 5 I had occasion to bring my 1995 Dodge Ram2500 Pick-up truck to Landmark Dodge for service. I requested the following services please note the results of each action in italic:

1. Oil change - completed

2. tires balanced - tires reported to have been installed incorrectly, work not accomplished

3. front-end alignment - truck is equipped with a lift kit, will not fit on your equipment

4. Investigation and correction of a driveability problem - found the throttle body contaminated with mud, cleaned
5. Brake inspection - rear brakes and drums replaced, Rear hub seals replaced rear bearings inspected and found to be serviceable and front brakes allowed to continue in service at my instruction.

6. Estimate on repairing the rear differential. I suspected a bad pinion bearing - an estimate for $2400 was given, I declined, as the cost was $500 more than Jasper Engines had given me one week before. I have to note the differential rear cover had not been removed for inspection. The estimate was given on the experience of the service manager.

7. Your Service Department also informed me that three recalls that had not been accomplished - 2 of the recalls were accomplished, the third needed to go to the Body Shop. All inspections had been completed and the truck was ready when promised.

I was very impressed with the courteous and professional manner the Service Department reported themselves. However, on return from a camping trip the following weekend the right; rear wheel bearings failed on Interstate 85. I had put less than 200 miles on the truck from the time I had picked it up at your facility. As a result of the failure I had the truck towed to Maddox Truck Repair in Riverdale for repair. Upon disassembly Mr. Maddox found the inner and outer wheel bearings on the right rear wheel over heated the cage had failed on the inner wheel bearing allowing the liberation of the rollers. Mr. Maddox suggested inspection of the left rear wheel bearings at this time. Upon disassembly of the left rear wheal hub Mr. Maddox reported finding the retaining nut over torqued and the wheel bearings overheated (blue). At this point this is a mild inconvenience for me - I have other cars. The bearings from the right side of the truck had a considerable amount of burnelling and fretting damage.

I contacted your Service Manager to let him know what had happened and what Mr. Maddox found. He asked, "what do I expect him to do about it?" I replied that "I would like to discuss reimbursement for the parts damaged." I listed the components in question: Inner and outer wheal bearings for the left and right hand side of the truck and hub seals. I also attempted to inform him that the right rear hub and axle housing may not be repairable (Maddox was able to repair both the axle housing and hub). At this point he became irrational and irate. He accused me of trying to "scam" him and of "lying". At this point I collected the parts from Maddox Repair and drove over to Landmark to see if we could come to some solution. What I was meet with was a red faced, angry, out of control man who had lost all composure and professionalism. He made the same accusations about my truthfulness and told me I was not welcome at Landmark ever again. Several other members of your staff witnessed the exchange. Now I felt betrayed and angry. I felt it best to deal with this issue with the owner or general manager. I departed and got into my car (for the clarity of the following, a 1966 Oldsmobile 98 Convertible) and it would not start. Knowing what the problem was I opened the hood to correct the problem - the service manager took the opportunity to shout, "I see how much you know about quality". I responded "at least I know how to fix it" for that I apologize. I should not have insulted the man's ability.

For the record I am a Project Engineer with Northwest Airlines. I am currently assigned to support the activities of the Engine Overhaul Shops in our Atlanta facility. My duties include detailed failure investigations of engines and engine components including ball and roller bearings. Additionally, I am a licensed Airframe and Powerplant Mechanic and formerly an ASE Certified Mechanic at a GM Dealership. I have been restoring cars from the time I was 14 years old. I know a bit about automobiles.

The reality is that the rear hubs had not been installed correctly. As a result my truck was damaged. I was left without the use of my vehicle for another week after your shop completed the defective repairs. The estimate that I was given for the rear differential overhaul was over 4 times the cost of the actual work required. The problem with the differential was in fact the pinion bearing (a common problem with the Dana differential).

Mr. Moore all I want is some recognition that this is not the correct way to deal with customers. We had discussed a prorate of the wheel bearings damaged by the incorrect installation. This would be acceptable. However, as you have requested that I take time out of my busy schedule to provide you with this recount I think it only fair to request a written apology from the Service Manager for his crass behavior.

Mon Jan 8 20:13:55 EST 2001 For all the kind folks on this site - It has been over a month and no reply.