Lost confidence in dealership service

I know there are good and not so good service departments at car dealerships. I have always tried to give those service departments the benefit of the doubt when issues come up... until now.
Daughter's vehicle has a 3.6 L V6 in a 2015 Town and Country. It has 94,000 miles and had a valid Chrysler Max Care Extended warranty good until 100,000 miles.
She took to her dealer because it started running rough and the check engine light came on. Was diagnosed as a engine misfire - one cylinder. Service department quoted her $600 for her "100,000 mile maintenance" which included replacing the spark plugs and also included charging her for ONE coil pack replacement. I told her to inform them of her contract and that the coils should be covered. Their answer was that it comes up as billable. I had her ask for a price on the coil pack replacement and was told $191.00. (Rock Auto has the Mopar coils at $26.79 ea.)
My biggest issue with all this is that on page 4 of the Chrysler contract clearly states the ignition coil/coil packs are covered under the extended warranty, minus her $100 deductible.
She told them not to do any work on it and paid $125 to get her van back. She literally drove it across the street had the work done by an independent repair shop her friend recommended. That repair shop had to call the dealer because some engine covers were missing or just laying there and a hose wasn't reconnected on the engine. One of their mechanics had to walk across the street with the missing parts.
I purposely got her the extended warranty because she drive 50 miles round trip every day to work and has three small children. I wanted her to have hassle free ownership. Imagine her with her kids driving on the interstate with all that stuff missing in the engine bay.
I'd love to hear what response a Dodge Cares rep would have. Coils covered or not?

 

@DodgeCares should respond to this, they should get in touch with the dealer to make things right....unreal.

 

The reply from Dodge cares will be a pathetic corporate BS response. He’s nothing than more than a “UDO”, Under Desk Operator. If you want answers rattle the GM’s cage.


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It's a shame that your daughter was mistreated by the dealership service department. Personally, I would've spoken to the service manager before removing the vehicle from the dealership.

 

She was by herself four states away. Their explanation was that the coil is considered a maintenance item thus not covered under the ext warranty. I know some manufacturers exclude the coils and maybe Chrysler Dodge does now, but its clearly stated in writing on the contract.
I had her pull it out because this wasn't the first go-round with this dealer. Her husband had issues with them a few years back not wanting to cover a sliding door wiring harness, again saying it was a maintenance item. Service Mgr wouldn't do anything for him, he had to go to the zone level, had four different calls which took about two months, just to get his money back.
I wish I were there in person.

 

That sucks! Been there, done that. Until this year, my wife and I lived up in Delaware while our daughter was down here in South Florida. Luckily, that apple didn’t fall far from the tree. What she lacks in automotive knowledge she easily makes up for in guts. She's got no problem arguing with service personnel.

 

It doesn't need to be this way. I worked on the line at a big 3 manufacturer that was also building a Japanese vehicle under contract. The Japanese engineers who supervised construction for the first 6 months were some of the best people I've ever worked with. The other guys... not so much! It's no surprise that Toyota/Nissan/Mazda have so many satified customers. Building a quality product was priority 1 for the Japanese, and they made no bones about letting us know when something wasn't right. One Japanese engineer said to me; "We do not want place our dealerships in a postion where they are forced to correct mistakes that should have been corrected during assembly." The general attitude of the big 3 contractor was "Don't worry about it... the dealership will fix it."

 

You'd have to be living under a rock if that surprises you. Americans have become increasingly lazy, self-centered and immoral. I know there are a lot of Americans that still believe in things like honor, integrity and getting paid an honest wage for an honest day's work but our numbers are dwindling my friend.

 

really the worse part is for the service manager to blatantly deny coverage of an item that is clearly covered in writing. They also charged $125 for the diagnostic work, shop supplies and data storage fee instead of the $100 deductible + tax.

 

Precisely why I would've raised hell before taking the car.