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Some of you may have read about an issue I recently had with Ramsey Saab in Ramsey, NJ. To make a long story short, I brought my 01 9-5SE in for an oil change and with a complaint about a squealing noise from the engine compartment. They came back and indicated there was a problem with the pulley--a known wear item on a 9-5 with 55k miles on it. However, they did NOT--I repeat--DID NOT say, "This is a preventative maintenance item we're suggesting you do." Instead, they indicated there was a problem with the part and it needed to be replaced RIGHT NOW.
Ok, not being someone who wants to be stranded and wind up with a larger repair bill I decided to let them replace the pulley/belt. They then informed me it wouldn't be covered under my CPO warranty because it's a normal wear item. I wasn't very happy about that but I felt I had no real choice at the time.
Had the work done (still have the noise, btw) and came here to ask whether I should have been charged. Got varying oprinions but the answer seems to be, if the part is broken, it's covered under CPO. If it's just preventative, it's not. Fair enough. However, I took issue with the dealer because they didn't indicate it was preventative maintenance, rather, they indicated there was a problem with the pulley/belt. So I felt I should have been reimbursed for the service performed. (I'm not debating whether the part should have or should not have been changed at that time.)
So I contacted the dealer service manager and explained my problem with what they did. Now, keep in mind I've bought 2 other Saabs from that particular dealer and have always had my Saabs maintained (more or less) on time at that dealer. So they've made a few dollars off me. In fact, I had my friend buy HIS Saab from there and he services it there as well.
Anyway, the dealer is not budging on the issue of it being preventative maintenance. But he reimbursed me for some lights which were replaced (and I SHOULDN'T have been charged to have replaced) and for the pulley. No labor, no belt. So I contacted Saab USA and started a complaint there. They basically did the same thing I did--called the dealer to find out what happened. Of course, the dealer told them the same thing. (This is shortening the story but this is pretty much what has happened over 2+ weeks of going back and forth.)
The last conversation I had with Saab USA indicated the dealer said I signed the service order indicating I would pay for the labor. Well, yes, I DID sign it BECAUSE I was told it HAD to be changed RIGHT NOW! I explained this to her and asked if the part(s)/labor would be covered under CPO had the part failed and she indicated it would have been covered. Well my whole complaint is it was explained to me as if the part was broken! The lady then replied, 'Well you're going to have to take that up with the dealer." At that point I asked her why Saab has customer service if they weren't going to get involved with a dealer who is not being 100% honest with their customers?
It's just amazing. I guess Saab USA doesn't really care about dealers out there not taking care of customers. I've now owned 3 Saabs, ok, some of you have owned more, but that's almost $100k in cars over the last 7 years. I've been a loyal customer. Forget about the dealer dropping the ball, I'd hope Saab USA would do a little more to investigate the sitatuation and try and come up with an equitable solution.
If you're planning on buying a new Saab in Northern NJ I would suggest NOT going to Ramsey Saab. I would also suggest not having your Saab serviced there either. I've had many other issues with Ramsey Saab's service but this has been the worst to date. I also understand a few of you have had similar experiences with Ramsey Saab.
Sorry for the long post but I figure people should know how bad the dealer is.
The Rickster
posted by 64.2.72...
, Mon, 31 Jan 2005 11:35:21
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