Agreeing to Repairs

Tuesday, July 27, 2004
We met at MacIVER Dodge with Phil, the District Manager from Daimler Chrysler Canada, and with Frank, the General Manager of MacIVER Dodge. Together we reviewed the outstanding issues with our vehicle. Initially, Phil was still a little reluctant to admit that were any major problems with our van. However, after we kindly (or maybe not so kindly) pointed out several documented problems from our appraiser's report and from our mechanic' notes, he opened up a little and was ready to discuss a course of action.

It was decided that the interior of our van would be gutted down to the metal. All interior cloth and fabric (including carpeting and roof liner) would be replaced. Any areas of significant rust were to be replaced. If there were signs of corrosion on wires, the wiring was to be replaced. The ventilation system was to be cleaned.

I also provided Phil with a list of items that I wished to be re-imbursed for - out-of-pocket expenses, my missing PocketPC, 3 months of lease payments, etc. He was adamant that I would not be re-imbursed for lease payments, and that the issue with the PocketPC was between myself and MacIVER Dodge. However, he did indicate that he would look into having me re-imbursed for my out-of-pocket expenses. He would call me back within a few days and let me know the final decision.

August 4-12, 2004
I had not yet heard back from Phil re: being re-imbursed for my out-of-pocket expenses. I left him a voicemail and waited a day - He did not return my call. I left him another voicemail, and waited... no return call. After several voicemails and no returned call, I called Frank to find out if he had heard from Phil. Phil had apparently been in touch with Frank and let him know that I would not be receiving any monies for re-imbursement. I wanted to know why but Frank did not know - and asked me to call Phil for more information.

More voicemails for Phil... and no return call. I called Phil's manager, Charles (because I had his phone number from the list that I obtained from the Mississauga office). Charles promised that he would have Phil contact me. Phil did eventually call me and leave me a voicemail. His voicemail simply stated that "Due to the new evidence that you have presented, Daimler Chrysler has agreed to make the repairs as we discussed. We do not feel, however, that there is any reason to provide re-imbursement. Please do not leave me any more voicemails. I will not return any further calls." Very nice!

Since that message, I have continued to try and obtain re-imbursement from Daimler Chrysler Canada. I have called Customer Service numerous times. I have visited the Mississauga office and spoken to Charles, Phil's boss. Charles even told me that "we have not recognized a problem with your vehicle" and that "the only reason that we are making repairs to your vehicle is for customer satisfaction". Therefore there is no need to re-imburse me. These Daimler Chrysler guys are a piece of work, eh? If they are going to make up stories, which they seem to do a lot of, they really need to coordinate and compare notes.

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