Lithia Chrysler Jeep Dodge of Eureka

We thought it is a good idea to share with you, the unbelievable service we received at Lithia Dodge in Eureka. What should have been a simple warranty repair of the turbo on our Dodge Ram 3500 truck, turned into a complete nightmare. We own our own small company and thought you would be interested in the business practices of one of your dealerships.



Lithia Dodge

4320 Broadway

Eureka, CA 95503

Service Manager: Robert Matlock

707-268-1512



•Our truck had a 21 inspection at Autowest Dodge in Roseville at 58,917 miles.

•September 23, 2011, on our way to Eureka, the truck experienced a problem with the turbo, 569 miles after the last inspection.

•The truck was towed to Lithia Dodge.

•The turbo and engine are under warranty until 9/30/2011.

•We received a phone call from the service department notifying us, that a rag had been sucked into the turbo and obviously not be covered under the warranty.

•We could not understand how a rag could have possibly entered the system since it was last inspected.

•We were given a phone quote for the replacement of the turbo and told the part would be ordered.

•We were later notified, after they replaced the turbo and when they started the engine, it “ran away” until it blew out the freeze plugs, right there in their service department. Now we need a new engine.

•We have learned, after discussing the matter with several diesel truck mechanics, that failing to drain the inner cooler prior to starting the engine will result in a “runaway”, as a result of the oil from the inner cooler entering the engine. The engine goes to maximum RPM and it only stops when it blows up. There is no way to shut it off.

•Lithia Dodge certainly failed to follow proper procedures in the replacement of the turbo resulting in an engine “runaway” and then engine failure.

•Lithia Dodge has failed to be honest in admitting the error in the turbo replacement, resulting in the engine failure.

•We do not feel it is likely that Autowest Dodge left a rag in the air cleaner when they inspected it at 58,917 miles. If they had, it is not likely a rag would remain in the air cleaner for the next 569 miles. Originally we had thought it was possible for Autowest Dodge to accidently leave a rag in the system. However, after discussing the matter with several diesel mechanics, it does not seem the least bit possible.

•It is our opinion, the Lithia Dodge’s mechanic accidently sucked a rag into the turbo while diagnosing the problem and is not admitting fault. This is our opinion, partly because, Lithia Dodge did not admit fault in their obvious error that caused the engine to “runaway” and blow up.

•It appears the repairs necessary may lead to a total loss. From what we understand, at a minimum, the repairs would include the turbo, the engine, catalytic converter, radiator, and exhaust.

•Lithia Dodge charged us $2697.09 (INVOICE #133348) to replace the turbo and subsequently blow up the engine.

•Lithia Dodge in Eureka basically destroyed our truck and refused to take any responsibility. This bill was satisfied in order to get them to release the truck for investigation. We believe Lithia Dodge is under the assumption, this is a closed matter.

•We were unable to resolve the matter with the dealership and felt like we were at a dead end. We have turned the matter over to others to handle.