ComplaintsforMarshall Motor Company, Inc.
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Complaint Details
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Initial Complaint
10/09/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I bought a 2014 Ram 1500 5.7L Hemi from ****** **** **** *** in Kansas. Took the truck to Marshall Motors in Salina, Kansas on 10/6/23 for an oil change. Spent $350 on a service contract meaning I would pay nothing for the next four oil changes and tire rotations. When driving on the highway for the first time since the service the truck began smoking. I pulled over, checked the tires and then got back on the highway. Then it started smoking a lot and I pulled off the highway again on 10/7/23 about 24 hours after the oil change. I started a road side service request and it was going through on my phone with the progressive app. My wife’s grandparents came to check on me as I was broke down. My wife’s grandpa **** **** pulled the engine oil dipstick and said it was bone dry. He then checked under the truck and seen there was no engine oil drain plug. We called the dealer Marshall Motors who had performed the service and they arranged for a wrecker to pick the truck up and they said they would have a car for me to drive when I got there. When the tow truck dropped me and the truck off. ***** ******* the general manager came out asking if the vehicle was salvage. I told him no. He then proceeded to say it had a Juno yard rear end in it. He claimed to have seen the markings on the rear end when it was on the tow truck. He began speculating that something was stripped in the truck (possibly the drain plug bolt or pan I assume). He assured me he was speculating. But, if it was their fault they would make it right. I’m not sure if what the comments about the rear end and assuming it is salvage have anything to do with a missing engine oil drain plug about 24 hours after the service.Business response
10/09/2023
This vehicle was towed in after hours on Saturday. We arranged for the tow as soon as we were made aware of the issue. We also provided a loaner car for ***** so he could get to work. It was our fault he wasn't able to make it to work on time. I contacted ***** ****** our Service manager and told him about the truck Saturday evening.
Monday morning myself and 4 other employees pushed ******* truck into our Service Department where our Master technician inspected the threads of the pan and found nothing wrong with them so he replaced the drain plug and filled the engine with oil. While the mechanic started the truck, myself and ***** ******, and my Parts manager waited to see how much oil pressure the engine had. 57 psi is what it recorded at start up. We are preparing to drive the truck 60 miles this morning, to make sure there are no drivability issues. Then a complete diagnostic scan will be ran on the truck. After the drive as long as no issues arise the truck will then go to detail to be cleaned off. Marshall's will put a limited warranty on the engine for 1 month or 1,000 miles. The same warranty we provide on vehicles we sale with 194,xxx miles on them.
We apologize that this happened to ***** and his family. Our Dealership has been in business for over 95 years. This is only possible by taking care of customers. We greatly appreciate how understanding ***** has been through all of this.
Customer response
10/11/2023
As of today 10-11-23 after Marshall Motors claimed they cleaned it twice on Monday of this week. There is still oil in the rear wheel wells as well as on the rear wheel and some on the underside of the truck. This vehicle did not have any oil stains in these places when it went into the service area on the previous Friday. This is a direct result of what happened on the previous Saturday when all the engine oil leaked out where the drain plug should have been. In my opinion the truck underside and area in and around the passenger rear tire area needs steam cleaned or professionally detail to remove the oil stains from the dealerships mistake.Business response
10/12/2023
We can reclean the the truck. Just get with us to schedule it or we can reach out to you. Let us know what you want to do.
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Customer Complaints Summary
3 total complaints in the last 3 years.
3 complaints closed in the last 12 months.