Thursday, December 05, 2013

Ramon Garcia 604 W. North St., Livingston, TX 77351

FIAT CUSTOMER CENTER TOM PO BOX 21-804 AUBURN HILLS, MI 48321-8004 PHONE: 1-888-242-6342

On November 20, 2013 at around 6:39 a.m. I was driving to work, when my vehicle stopped abruptly. And I was prompted to shut down the car. I moved to the side of the road. I was shocked that my 2012 FIAT 500 will leave me stranded on the road, without any previous signs of malfunctions, so I called the FIAT road side assistance and they dispatched a towing truck. An hour and a half later the vehicle was towed and taken to the FIAT Service Center at the North side Fiat Center in the Woodlands.

I was advised to call them and let them know my vehicle was being towed to their location to be inspected, and so I did.

Later, Mr. Steven from the North Side Fiat Service Center called my daughter saying we had to pay $42.50 to have an oil change. I questioned Mr. Steven if that was the problem? Mr. Steven replied, I don’t know the problem yet, but we first need to add oil to the car to start the inspection, so I declined to pay until he provides to me the facts of the problem. Because previously my vehicle was sent to the same location to replace a passenger window that was shattered by a truck that was passing by and to replace the bumper that was scratched on the right side due to the impact. The experience we had with this Service Center is totally unsatisfactory. When I picked-up the vehicle I realized that they replaced the bumper with a different color, and most outrageous, the vehicle was infested inside with ants.

It was outrageous to see this done to my vehicle. Steven laughed at me when I picked-up the car and realized the infestation. I ask Mr. Steven to clean the inside of the vehicle. He went around, took some time, and returned the vehicle in the same way he initially gave it to me INFESTED WITH ANTS.

Due to the fact of the kind of service I was provided from the North Side FIAT Center and Mr. Steven, I called MASTERTECH Vehicle Protection Program, who declined to help me because he said the vehicle is still under the Manufacturer’s warranty. So on November 29, 2013 at around 9:42 a.m. I called the FIAT Manufacturer’s telephone number 1-888-242-6342 and spoke with Mr. Tom.

I explained the situation I was experiencing with my vehicle and the North Side FIAT Service Center at the Woodlands, Texas and after several minutes and several questions I was told, Mr. Tom will contact them to find out the problem and that he will get back to me; he also provided me with a CLAIM # 24257429.

However, it has been over a week since I have spoken with Mr. Tom. He only sent me an email letting me know the shop was closed for the Thanksgiving Holiday, and that he will call them back on Monday November 25, 2013. Today is December 5, 2013 and I have not been contacted about the claim.

In the mean time, I am struggling to go to work and school because I was not provided with a rental or loaner vehicle neither from the North Side FIAT Service Center nor the Manufacturer. As a result of the Northside FIAT Service Center at the Woodlans, Texas replacing my bumper with a different tone of the vehicle, I am now demanding to have the bumper replaced with its original color, and I decline to pay any charges because the vehicle is still under the manufacturer’s warranty.

I have had too many problems with this vehicle and I don’t feel confident with it anymore. I certainly, do not want to deal with racist, unprofessional people working for the FIAT that instead of providing good service to the customer uses his position to take advantage of a customer charging upfront charges for a service, before performing a diagnosis to find the problem.

On December 5, 2013 I called Mr. Tom to find out the status of the vehicle. However, Mr. Tom was not available and CSR Jennifer spoke with my wife. I requested to speak with someone in Spanish and CSR Jennifer told my wife, since Mr. Tom is familiar with the case and she did not want to give us the wrong information, he will call my husband tomorrow December 6, 2013 with an interpreter. CSR Jennifer said he might not be available at that time, so I requested to inform the translator to give me the information or sent an email.

Per my conversation with Mr. Thomas over the phone on December 14, 2013 at around 1:24 p.m. Mr. Thomas stated that the vehicle problems does not fall under the manufacturer’s warranty, It is ironic to say that, since they haven’t even determine the cause of the problem in the vehicle, “The oil change” does not guaranty to be the solution to the problem, as a matter of fact, if the last oil change was performed over three weeks ago, and no signs of malfunctions were shown, no liking whatsoever, not even a drop, it is obvious the problem is something else. If the oil change was the problem the vehicle wouldn’t go as far as 300 yards. It is known the FIAT has several Recalls on Engine and Engine Cooling.

RECALL

2012 Fiat 500 Engine And Engine Cooling Service Bulletin 337454 NHTSA: Action Number: 10045079 Service Bulletin Number: 337454 • Report Date: Mar 01, 2012 • Component: Engine And Engine Cooling •
Summary: Chrysler (Fiat): see document search button for owner letter. Due to non-compliance of regulations by Environmental Protection Agency and California air resource board, the diagnostic link connector (dlc) cover needs to be removed.

RECALL

2012 Fiat 500 Power Train Service Bulletin 333413 NHTSA: Action Number: 10044185 Service Bulletin Number: 333413 • Report Date: Mar 21, 2012 • Component: Power Train •
Summary: Chrysler: flash mil illuminating or cancel cruise control bump feeling or chime with message cluster- coolant over temp turn ignition off. js My 2012 FIAT stopped running on the road while driving to work, a message alert me to shut off the vehicle immediately "Oil Low Pressure" I stop the vehicle and was towed. Why? There were no signs of malfunction, no liking of any kind?

Dear Mr. Tom,

We haven't heard from you regarding the status of our claim# 24257429. Today is December 09, 2013, eleven days after the claim was open and nineteen days since the vehicle was taken to the Northside FIAT. Regardless of the decision reached by the manufacturer and the Northside FIAT, we just do not feel confident and satisfied anymore receiving the same vehicle. We feel that because the vehicle is still under the manufacturer’s warranty, we should receive a new car, since we are still paying for satisfaction and good performance. Can you be kind enough to help us obtain another vehicle as soon as possible? One with which we can feel confident driving again and satisfied with your Company as well. I have my cellular phone at all times. You can contact me at 936-328-0367 and be email at ramone2l@yahoo.com

12/14/2013

Dear Mr. Tom, the car payment on my 2012 FIAT 500 will be due on December 15, 2013 and I haven't heard from you regarding my claim #24257429 filed on November 29, 2013.I am asking you to replace my vehicle for another one that has no problems. Thank you, I will continue emailing you and calling you since you seem not to have the time to update me on my claim. Ramon Garcia

On 12/14/2013 at around 1:24 pm I spoke with Mr. Thomas over the phone, regarding the FIAT claim#24257429, Mr. Thomas stated that the North Side Service Center is still not doing a diagnosis on the vehicle because I haven’t approved (meaning agreed to pay $42.50 for an oil change before telling me what the problem is) the oil change does not guarantees solving the problem Mr. Steven said, of why the vehicle broke down in the middle of the road. They blame the last oil change, however that oil change happened over three weeks ago, I drove 40 miles 5 days a week for 3 weeks without any liking or problem and they blame on the last oil change? Ridiculous, so, neither the Manufacturer nor the North side FIAT Service Center are interested in performing a diagnosis in the vehicle. Need help!