Chapter 1: A New Car Lemon Story

After endless cranking, she finally got it started, dropped her children off at school, and drove straight to the dealership. There, she got a familiar story. "We’re too busy. We have a slot for you in a week or so." This time Mrs. Jones insisted-all right, she may have shouted-"You have to take it now! You have to fix it today!" Considering her history with the vehicle, it is understandable that she got a little emotional.

3rd repair order written.
At this point nothing had been fixed.

The dealership agreed to take the car. The repair order was written. Mrs. Jones reported the faulty air conditioning again, and that it was still producing a musty odor like dirty socks.

When she was leaving, Mrs. Jones asked about a loaner. She had to have a car to get around, and she couldn’t keep imposing on her friends. The service writer told her, "Sorry, we don’t have a loaner car for you. We’ve given out all our free cars." Mrs. Jones replied, "I don’t care; I’ll rent one. You just fix the darn car!" She got a rental car.⁹

Date: 11/28
Mileage = 8,520
Days in Shop = 9
Total Days in Shop = 21

Eight days later the service writer called and said the mechanic had found a plugged canister purge valve and replaced it. When she asked about the air conditioning, he said that they had "ozonated" it.¹⁰ She picked up the car and drove home.

Fourth Visit: Fear and Loathing at the Dealership

Six weeks and 3,500 miles later, Mrs. Jones was driving on the freeway, taking her daughter to a ballet recital. The Check Engine light came on and the car stalled in the fast lane. It was pretty scary. She called her husband and the Auto Club, and waited to be towed. She and her daughter missed the recital.

9. See chapter 10, 144, Incidental and Consequential Damages.
10. See appendix C for a definition of ozonation.

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