My wife and I bought a new Ram 3500 in May 2016, but never really got on the highway other than to go to and from work which, in traffic, doesn’t allow for much, if any, high speed driving. Sometime early June we took a trip to Cape Girardeau MO and noticed that highway speeds around 70-72 mph and higher the truck has a very noticeable side to side shake that seemed to be coming from the back of the vehicle which could be felt in the floor and thru the seats.
The following Monday we called our dealership and told them about our issue and said that we are about to go out of town for a week and asked if we could bring in the truck after that which would be after the 4th of July weekend. They said “it sounds like a tire issue, just bring it in when you get back.”
I dropped off the truck and was called a couple of days (or so) later and was told “we balanced the tires and had a mechanic drive it and it’s fine.”
After driving the truck I discovered that it was not fine. I called the dealership and they told me to drop it off again. I dropped off the truck and was called a couple of days (or so) later and was told it was fixed. They did a high spin balance (not sure what it’s called) and rotated the tires.
After driving the truck, again it was not fixed. This time when I called I talked to the service manager John. He apologized because it was still not fixed and said the mechanics test driving the vehicle after the repair did not understand the problem and this time he would personally drive it to make sure it was fixed. He said during their high speed spin balance attempt they found tire that was not perfect so, he would order one and call when it came in. The tire came in a few days later and I dropped the truck off again.
A couple of days (or so) later John called and said “I’m sorry but I don’t know what’s going on with the truck.” He said putting on the new tire did not change anything, if fact, he said we took a different set of tires and wheels off another truck and it still did not fix the problem. He said he would contact Chrysler to get an engineer involved.
A week or so later John called and said we have done all that we can do and you can pick up your truck. He said they worked on the hubs, the axles and lastly did something in the rear end but cannot correct the problem. He said the Chrysler field engineer told him that he was familiar with that problem and it can range from speeds of 60 – 80 mph and “that is an inherent problem with those trucks and cannot be corrected.”
The next day (Saturday) I went to pick up the truck, the service department was closed so, I talked to the sale manager Jason. He gave me a phone number for Chrysler and said that I needed to call Chrysler and explain what was going on. When I started driving home I discovered a very loud whining noise in the rear end so, I went back to the dealership. I explained everything to Jason and asked him to take a ride in the truck with me so he could explain the whining noise it to John, the service manager, on Monday. He said “I don’t have time.” I left the truck there.
I called the service manager on Monday and told him that I could be there right after work and asked him to ride with me and he agreed. Soon after leaving the dealership we heard the loud whining noise. I said “that doesn’t sound good, should I still go onto the highway?” He said yes. After reaching the highway and getting the truck up to the 70-72 mph needed for the shaking to start, I asked John “am I making too big of deal out of this? If this was your truck would you be happy?” He said “no I would not.” I said “this truck has a problem” and he agreed. We went back to the dealership and dropped off the truck. John said he would call when the whining issue was fixed and told me that I need to call the 1-800 number for Chrysler to get shaking issue resolved.
I called Chrysler when I got home. A young man took my information and told me someone would be in touch the next day. The next day a young lady called from Chrysler (I believe her name is Sharray). I explained the situation to her and she said she would contact my dealership and get back to me by next Friday.
Next Friday, Sharray, with Chrysler called and said that she still did not know what was going on because she could not reach anyone at the dealership. I said “how is it possible that you could not get in touch with them over an entire week?” We went back and forth for a while until she finally said, “I will try to contact them again and call you back by next Wednesday.”
Next Wednesday, she called (talked to my wife) and said the parts for the rear end would be in and your truck should be fixed next Tuesday and I will call you then.
Next Tuesday, Wednesday, Thursday, Friday Sharray did not call. (I called the dealership on Friday)
Three weeks went by and still no call from Chrysler. I went online to “Chrysler Forum” and posted our problem and asked for help. The next day ChryslerCares (Andrea) asked me to send her my VIN number and personal information and she would look into it.
Andrea called (talked to my wife) and said that she wanted Sharray to handle the problem since she was our case worker and she would only get involved after that.
My wife called Sharray four times over Thursday and Friday, left two messages and got no replay. On Monday my wife called and asked to speak to Sharray’s supervisor. Instead, they connected her to Sharray. Sharray told my wife that we need to take the truck to the dealership and tell them it shakes. My wife said “that’s why it has been in there since July”, Sharray said I need to contact your dealership.
(7:00 am Tuesday – 9/27) I emailed Andrea @ ChryslerCares and told her about Sharray and asked her to please move this to the next step or at least assign us a different case worker because Sharray obviously does not understand what is going on. We have not heard anything.
Thursday – 9/29 have not heard from Sharray or Andrea. My wife called Chrysler again and asked to speak to Sharray’s supervisor. The young man asked why she needed to speak to her supervisor so, she explained everything. He said “I’m sorry, I will see what I can do and if nothing else, I will call the dealership and call you back by the end of the day.” That evening, Sharray called and said she contacted the dealership and told me to take the truck back up there and she would have a Star engineer involved to correct the issue. I said “we have already done that, is the dealership aware we are bringing the truck back?” She said “yes, I just spoke with them.”
The next morning (9/30) I called Rodney (our new service manager) and explained everything Sharray said to me. He said “I am not aware that you need to bring the truck back up here.” He said “I told Sharray yesterday that we have already had the Star engineer from Chrysler involved and there is no more that we or Chrysler can do.” Rodney apologized and said that he would talk to his supervisor. Later that day he called me at home and said “Mr. Beck we contacted a Chrysler field engineer again and he said, that is just what those trucks do. The issue can happen anywhere from 60-80 mph and there is nothing Chrysler can do about it.” Rodney said that he would call Sharray again and let her know.
Rodney told me on Monday that he left her a message on Friday but, she has not called.
Tuesday (10/4) I did not hear anything from Chrysler so, I called and left a voice mail with Sharray explaining what our dealership told me and asked her to please call our dealership and then call us. My wife also called and asked to speak to a supervisor and was told, “I will have a supervisor call you.” They did not.
Wednesday (10/5) my wife called Chrysler again and was told, “I promise you, a supervisor will call before the end of the day”.
Thursday (10/6) we have not heard anything from anyone at Chrysler.
My wife and I have been loyal Chrysler customers for many years but, are very concerned about pulling a 40’ (over 13,000 lbs) camper with a truck that shakes. We are very disappointed in them and are just exhausted over this entire ordeal and feel that we are getting the run-around from them. We are now making our fourth payment on a $60,000 vehicle that we cannot use for our intended purpose. We believe that we have been more than patient with this problem and we are not asking for anything more than what anyone would expect when purchasing any product.
Chrysler Cares? Really, it doesn’t feel like it!! We have now filed complaints with the states attorney general’s office and the Better Business Bureau.
Chrysler not only has a problem with their trucks, they have a huge problem with customer service.
The following Monday we called our dealership and told them about our issue and said that we are about to go out of town for a week and asked if we could bring in the truck after that which would be after the 4th of July weekend. They said “it sounds like a tire issue, just bring it in when you get back.”
I dropped off the truck and was called a couple of days (or so) later and was told “we balanced the tires and had a mechanic drive it and it’s fine.”
After driving the truck I discovered that it was not fine. I called the dealership and they told me to drop it off again. I dropped off the truck and was called a couple of days (or so) later and was told it was fixed. They did a high spin balance (not sure what it’s called) and rotated the tires.
After driving the truck, again it was not fixed. This time when I called I talked to the service manager John. He apologized because it was still not fixed and said the mechanics test driving the vehicle after the repair did not understand the problem and this time he would personally drive it to make sure it was fixed. He said during their high speed spin balance attempt they found tire that was not perfect so, he would order one and call when it came in. The tire came in a few days later and I dropped the truck off again.
A couple of days (or so) later John called and said “I’m sorry but I don’t know what’s going on with the truck.” He said putting on the new tire did not change anything, if fact, he said we took a different set of tires and wheels off another truck and it still did not fix the problem. He said he would contact Chrysler to get an engineer involved.
A week or so later John called and said we have done all that we can do and you can pick up your truck. He said they worked on the hubs, the axles and lastly did something in the rear end but cannot correct the problem. He said the Chrysler field engineer told him that he was familiar with that problem and it can range from speeds of 60 – 80 mph and “that is an inherent problem with those trucks and cannot be corrected.”
The next day (Saturday) I went to pick up the truck, the service department was closed so, I talked to the sale manager Jason. He gave me a phone number for Chrysler and said that I needed to call Chrysler and explain what was going on. When I started driving home I discovered a very loud whining noise in the rear end so, I went back to the dealership. I explained everything to Jason and asked him to take a ride in the truck with me so he could explain the whining noise it to John, the service manager, on Monday. He said “I don’t have time.” I left the truck there.
I called the service manager on Monday and told him that I could be there right after work and asked him to ride with me and he agreed. Soon after leaving the dealership we heard the loud whining noise. I said “that doesn’t sound good, should I still go onto the highway?” He said yes. After reaching the highway and getting the truck up to the 70-72 mph needed for the shaking to start, I asked John “am I making too big of deal out of this? If this was your truck would you be happy?” He said “no I would not.” I said “this truck has a problem” and he agreed. We went back to the dealership and dropped off the truck. John said he would call when the whining issue was fixed and told me that I need to call the 1-800 number for Chrysler to get shaking issue resolved.
I called Chrysler when I got home. A young man took my information and told me someone would be in touch the next day. The next day a young lady called from Chrysler (I believe her name is Sharray). I explained the situation to her and she said she would contact my dealership and get back to me by next Friday.
Next Friday, Sharray, with Chrysler called and said that she still did not know what was going on because she could not reach anyone at the dealership. I said “how is it possible that you could not get in touch with them over an entire week?” We went back and forth for a while until she finally said, “I will try to contact them again and call you back by next Wednesday.”
Next Wednesday, she called (talked to my wife) and said the parts for the rear end would be in and your truck should be fixed next Tuesday and I will call you then.
Next Tuesday, Wednesday, Thursday, Friday Sharray did not call. (I called the dealership on Friday)
Three weeks went by and still no call from Chrysler. I went online to “Chrysler Forum” and posted our problem and asked for help. The next day ChryslerCares (Andrea) asked me to send her my VIN number and personal information and she would look into it.
Andrea called (talked to my wife) and said that she wanted Sharray to handle the problem since she was our case worker and she would only get involved after that.
My wife called Sharray four times over Thursday and Friday, left two messages and got no replay. On Monday my wife called and asked to speak to Sharray’s supervisor. Instead, they connected her to Sharray. Sharray told my wife that we need to take the truck to the dealership and tell them it shakes. My wife said “that’s why it has been in there since July”, Sharray said I need to contact your dealership.
(7:00 am Tuesday – 9/27) I emailed Andrea @ ChryslerCares and told her about Sharray and asked her to please move this to the next step or at least assign us a different case worker because Sharray obviously does not understand what is going on. We have not heard anything.
Thursday – 9/29 have not heard from Sharray or Andrea. My wife called Chrysler again and asked to speak to Sharray’s supervisor. The young man asked why she needed to speak to her supervisor so, she explained everything. He said “I’m sorry, I will see what I can do and if nothing else, I will call the dealership and call you back by the end of the day.” That evening, Sharray called and said she contacted the dealership and told me to take the truck back up there and she would have a Star engineer involved to correct the issue. I said “we have already done that, is the dealership aware we are bringing the truck back?” She said “yes, I just spoke with them.”
The next morning (9/30) I called Rodney (our new service manager) and explained everything Sharray said to me. He said “I am not aware that you need to bring the truck back up here.” He said “I told Sharray yesterday that we have already had the Star engineer from Chrysler involved and there is no more that we or Chrysler can do.” Rodney apologized and said that he would talk to his supervisor. Later that day he called me at home and said “Mr. Beck we contacted a Chrysler field engineer again and he said, that is just what those trucks do. The issue can happen anywhere from 60-80 mph and there is nothing Chrysler can do about it.” Rodney said that he would call Sharray again and let her know.
Rodney told me on Monday that he left her a message on Friday but, she has not called.
Tuesday (10/4) I did not hear anything from Chrysler so, I called and left a voice mail with Sharray explaining what our dealership told me and asked her to please call our dealership and then call us. My wife also called and asked to speak to a supervisor and was told, “I will have a supervisor call you.” They did not.
Wednesday (10/5) my wife called Chrysler again and was told, “I promise you, a supervisor will call before the end of the day”.
Thursday (10/6) we have not heard anything from anyone at Chrysler.
My wife and I have been loyal Chrysler customers for many years but, are very concerned about pulling a 40’ (over 13,000 lbs) camper with a truck that shakes. We are very disappointed in them and are just exhausted over this entire ordeal and feel that we are getting the run-around from them. We are now making our fourth payment on a $60,000 vehicle that we cannot use for our intended purpose. We believe that we have been more than patient with this problem and we are not asking for anything more than what anyone would expect when purchasing any product.
Chrysler Cares? Really, it doesn’t feel like it!! We have now filed complaints with the states attorney general’s office and the Better Business Bureau.
Chrysler not only has a problem with their trucks, they have a huge problem with customer service.
