Took 2016 Dodge Grand Caravan into Dodge dealership I purchased it from, to get an estimate to replace the actuator in the driver side sliding door. Estimate to fix is $2206.68. Parts are listed at $1460.93 due to the fact they will probable "break" the interior trim panel, and equipment panel behind it in order to break the lock mechanism to get the door open. The Labor is $799.75.

I see no reason why either panels should be busted while being removed to repair the actuator. I know you can take both panels off, swing the inner panel out far enough to get your arm into to manually unlock the actuator to get the door open.

Then on top of that there is a TSB 23-017-20, describing this exact problem occurring the 2016 Dodge Grand Caravan. As seen here on this website.

This is a copy of the letter sent to FCA...

Reason – Your Customer Care is missing with many of your dealers which lead to spiteful actions by one of them.

Dear FCA; Please read the entire document & carefully understand the last paragraph.

Timeline of Events

On February 20, 2021 - while in Calgary’s South Health Campus {Hospital} for an appointment, we had found the right passenger sliding door would not lock. I contacted Strathmore Dodge and spoke with Tanis Charuk {Service Advisor} and I had booked for our vehicle for an inspection. Note: On our way home I stopped in and showed Tanis what the problem was {the lock mechanism was seized & the inside lever would not move} she stated it was the actuator. On February 24, 2021- the technician at Strathmore Dodge had done an inspection and determined the Actuator had failed and the parts were ordered. On March 1, 2021- the vehicle had both actuators replaced and the technician tested the operation by using the lock/unlock switches. It is undetermined if this technician had tested the full operation of the doors from the outside to confirm if the doors had actually locked or unlocked. NOTE: At the same time the rear shocks were replaced which included having the rear wheels removed. I was made aware of this when I picked up the vehicle on March 2, 2021. On March 3, 2021- I had retorqued the rear wheels and checked the front as well using my own torque wrench. On April 6, 2021- I had my seasonal winter tires changed over to summer tires at Costco in Medicine Hat. On April 7, 2021 – I again had retorqued all of the wheels. On April 22, 2021 – I encountered the same issue with the passenger sliding door would not lock and again the lever mechanism was seized. This time I emailed the Service Manager, Randy Sander at Strathmore Dodge. It was rescheduled for only the R/S to be replaced. On May 6, 2021 – our vehicle was returned to have the passenger side door lock/latch replaced after which the same technician found the previous replaced actuator had failed. “It is possible due to the excessive force having the door lock/latch assembly being seized” according to him. On May 12, 2021 – I had return once again to have the passenger side actuator replaced. Upon receiving my vehicle and since then I have occasionally checked both sliding doors for their operation with no issues. On November 18, 2021 I had an appointment to have my seasonal summer tires changed over to winter tires at the Medicine Hat Costco. My wife had pulled out the wheel lock’s KEY which is kept in a small bag within the glove box and put it in the center cup holder for the technicians. After a short time, I received a call from the Tire center stating there was a problem and promptly returned to find the wheel KEY did not fit over the locks. I then took this KEY to my wife while shopping inside the Costco Warehouse and asked her if this was the key she pulled out from the bag. She indicated “Wait that’s not ours” again I asked if this was the one she pulled out of the bag and she replied “Yes, I thought it looked different, that’s not ours”. There was no attempt to remove any lug nuts; therefore it was safe for the time being, to drive back home and rebook once the proper wheel KEY as been found. On November 19, 2021 – I contacted a few dealerships in Medicine Hat & Calgary and was told it would be $40.00+ and take 10 -14 days to come in. When I contacted Eastside Dodge parts department, he stated for me to contact McGard in the US & to have it delivered directly to me as it would save me on mark up costs. I then called McGard to order & have it delivered to me at a cost of $29.99 USD. December 1, 2021 – I received the new wheel lock KEY and scheduled for the winter tires to be put on the next day. December 2, 2021 – I had the Costco Medicine Hat change my seasonal summer tires over to winter tires without incident. December 3, 2021 – I had retorqued all of the wheels and returned the new KEY into the same bag placing it into the glove box.

Malice Actions

The Strathmore Dodge service technician #1016 who performed the service work on our vehicle under full warranty, is the only one who had access to the inside of our van. The rear shocks were replaced under warranty on March 1st whereby he had used the wheel lock KEY, then on April 6th all of the wheels were removed and the original KEY was used without incident {And I also retorqued the wheels afterwards}. There has been absolutely no one inside our vehicle other than the same technician #1016 at Strathmore Dodge from April 6, 2021 until November 18, 2021. This wheel lock KEY is kept in a small bag inside the glove box at the same location since we first purchased the vehicle, I verily believe this same technician had deliberately exchanged our wheel lock KEY inside the small bag due to a misunderstanding or possible because he was being paid under warranty which is substantially less than a customer paid job.

His inconsiderate actions may have put us into a dangerous predicament if we were required to have a wheel removed, 90% of our travel is for medical reasons either in Calgary or Medicine Hat. If we encountered a flat tire, the vehicle would needed to be towed, then requiring ordering a new KEY with the added expense of a vehicle rental or a hotel room or possibly both until the new KEY arrives. We actually had a medical appointment in Calgary on November 24th which could not be cancelled and we were very fortunate that there wasn’t a severe snow storm or a serious change in weather whereby not having the proper tires for the road condition could have caused a serious injury or even death. Did this technician take that into account because he was angry for had happen?

History with Dodge Dealerships

Previously I have owned several Dodge vehicles starting with a 68 Dodge Monaco which was handed down from several family members and we all never had it serviced at any dealership. In the past number of years I owned a 2006 Dodge Grand Caravan until I traded it in for my current 2016 Grand Caravan RT model, with the 2006 being serviced a my local dealership {Martin Dodge in Brooks, Alberta} I began to question the integrity of the service department. While having an oil change performed they replaced the air filter without my consent and when I requested to see the old one, it could not be found. This air filter was only few months old as I usually change it annual as it was mostly highway driven. Sometimes the oil filter would be screwed on so tightly, it would need extra time for removal, again when I question on why, I was told “these things happen”. Another time while being serviced, I was told it needed brakes all round, I trusted them but as previously stated it was mostly highway driven, once I paid the invoice I asked to see the old parts. I was shown only one brake pad which I later realized was quite smaller than what was on my van when I retorqued my own wheels, I also noticed that the rotors were not machined. The next day when I contacted the owner Jamie Martin about my concerns, I was led to believe I must have been shown the wrong pad from the technician who performed the job and they do several brakes everyday without machining the rotors.

On or about spring of 2016, I started to have both of the rear sliding doors lock mechanism’s seizing up; I had made several attempts using high quality lubricant only for the problem reappear. While travelling to Edmonton we had the passenger power window fail and the rear sliding door again would not open. It was at this point we researched several dealerships for a trade in and decided on Grove Dodge in Spruce Grove, Alberta, purchasing the 2016 Dodge Grand Caravan RT model. In the contract we had pre-purchased oil changes and tire rotations and with my first service being done at 3,778 kms. Grove Dodge recommended on using semi-synthetic oil as it was originally factory installed also I was told it only needed service every 10,000 kms or when the service indicator states it is required.

At my next oil change, I decided to try Martin Dodge in Brooks, AB. again seeing that was my closest Dealership also requesting semi-synthetic oil is put in. Afterwards when I picked it up I was charged $112.80 as they did not use semi-synthetic oil only full synthetic {did not stock}. My trust was completely broken as they wound not even consider my service contract saying “That is with the dealer who you bought it from, not us”.

When it came time for the next service, I went to Jackson Dodge in Medicine Hat as it was the next closest dealership to me & again I was charged full price for using Synthetic oil. After the service we were about to head home {1.5 hrs away} and the oil indicator service light came on, therefore I went straight back to Jackson’s and found that the technician never properly secured the oil filter. I do understand human err, but when the Shop Foreman said that “I should have drove it until the engine blew”. That brought more questions on why he would say something to that effect, whose going to benefit or whose loss will be more affected. This kind of approach to the problem was not appropriate or even warranted seeing it was their technician’s mistake. I truly believe that they tried covering it up by stating I need to bring it back for warranty as this might happen again, I indicated I was over 100 kms. away and asked if it would be safe to drive. The answer was “Just don’t plan on any long trips”. For over a week I kept checking the oil level prior to driving and monitored the oil pressure while driving. Therefore, on February 21, 2017, I returned for the warranty work and reviewed the service invoice once it was completed, this time I spoke with the Service Manager questioning the actual oil leak as stated in the report. I had told him that I never witnessed a drop in the oil level, smelt any burning oil or found any leakage. His reply was “it’s all fixed now so you don’t need to worry about it.” Strike Two!

My next service I went to Murray Dodge in Strathmore, AB. this time I was charged the difference in cost of full synthetic oil not full price as they indicated I had pre-paid already for the service. I returned to Murray Dodge for service from that point on as finally I believed I had found an honest Dodge dealership who actually cared about customer’s experience and who would not gouge us for their bottom line. On October 22, 2018, I had my vehicle serviced and said to the service advisor {Melissa Simmons} to just do an oil change and don’t worry about anything else. Afterwards we went to Calgary for another medical appointment and I reviewed the invoice and found they had rotated the tires, we just had our winter tires installed a couple of weeks prior. We had to cut short our plans and return to Murray Dodge before closing to have them switched back as I am very particular on my preventative maintenance of my vehicle and carefully observe any changes [Wear patterns in the tires etc.} The Service advisor appeared to be somewhat defensive and it brought out Randy Sander the Service Manager to explain the misunderstanding. The next day I retorqued my own tires.

SUMMARY

My interaction with Dodge dealerships has been for the most part uncertain; as soon as my confidence is gained something happens to break the trust or at the very least question their integrity. The last and final interaction with a Dodge dealership has been the worst experience for several reasons; My conversation with the service advisor {Tanis Charuk} was ignored as I showed her that the passenger door lock was seized, she insisted the problem was the door actuator. I was not sure what component she was referring to, but trusted her expertise. She obviously passed on this diagnosis to the technician as he too had confirmed it was the actuator and after it was replaced I inspected the work and questioned the excessive grease at both door latches. My email communication with now the Service Manager {Randy Sander} became more questionable as he stated “The technician installed new actuators and they don’t require any extra lubricant, so there must have been an excessive amount in the new part which has leaked out.” Next I showed him of another photo having one side appearing new and the other side looking original, he had explained the actuator was inside the door & the technician must have cleaned up the R/S latch, plus some other excuses.

A month later the R/S sliding door would not lock therefore I again emailed Randy and it was set up for replacement on May 6th, after the same technician replaced the lock / latch mechanism he had found the actuator had failed and assured us the door can be operated manually. We left only to return again for the actuator to be replaced and I also made an appointment with Brittany Sedor {Financial Services Manager} about getting an extended warranty, she indicated that we were over charged in our original contract. For all my experiences with your Dealerships and now with your product having the same issue for many years has made me re-consider my next trade in not be a DODGE. Why do you ask?

I have just received a Warranty Extension letter but it only applies to the Actuators, not the actual problem “the Lock / Latch Assemblies” therefore upon my research I have found a Class Action on 2005 – 2017 models. Strange how my 2006 Grand Caravan had the same issues before I traded it in & also has the same problem with my 2016 Grand Caravan RT.

This clearly shows why the actuators were replaced and not the lock / latch assemblies as the technician knew of the Campaign or read the memo of this problem plus for his attempts to cover it up by cleaning & adding extra lubricant.

For all of my extra travel expenses trying to find a truly honest dealer and the many many un-necessary travel for this problem to be fix the first time after I “ the customer” not only stated it was the Lock / Latch that was seized, but also showed the so called experts {Randy included}

For the technician to deliberately switch out our wheel lock KEY when he had no reason to remove the wheels when he replaced the door actuator or the lock / latch assembly, then to create more costs and delays to us for our winter tire changeover, plus the risk involved.

For being over charged several times for oil changes and in the original contract!

For almost having our engine seize with only 16,000 kms. due to neglect and then being covered up under a false warranty to Dodge.

After all of this do you sincerely think that I would consider getting an extended warranty when I need to find another dealership that I can trust and then they read the history with me as a customer?

WHAT WOULD YOU EXPECT?

Is this a Corporate Strategy or are all your dealers the same?

Here is what I am prepared to do... Option 1) Ignore all of this and start to research my next vehicle {NOT any FCA} Option 2) Contact & join the Class Action law suit with full details of my experiences. Option 3) Go public with my story {with main stream and social media} Option 4) File a complaint with the AMVIC and/or file a Civil Suit Option 4) Do all of the above & say good bye to Dodge products forever!

The decision is up to you, I will give you until February 25, 2022 to reply to me via email on what option you prefer