Service at dealership woes - RAM CARE

[senator49]

My 2011 RAM 5.7 Hemi gets an oil change every 5000 miles and I use synthetic oil and filter. On top of that I do my own work so I know it is done right.

 

[Octane]

My 2011 RAM 5.7 Hemi gets an oil change every 5000 miles and I use synthetic oil and filter. On top of that I do my own work so I know it is done right.

My wonderful Dodge dealership changed my warranted water pump and spilled antifreeze everywhere and never rinsed it or the greasy fingerprints off.I do my own stuff mostly

 

[Travelin Ram]

If you expect someone at a dealership to remember you a year after you bought a vehicle there, you either use a tube ma & pa dealership in a one horse town, you you really need to check your expectations. Additionally, the service writers and sales force are not one in the same. How would service writers remember you from when you purchased a vehicle?

Did you read the original post?

“I tell the service guy that came to greet me that I am there for my first oil change and I bought the truck there last year.”

And it’s a rare service writer who doesn’t inquire if you bought it there. If you DID, it saves them entering all the customer info in the computer system.

I have multiple makes of vehicles serviced all over the country, and my expectations are in line with my experiences. It’s unfortunate if you’re conditioned to expect poor service. It’s not necessary, or normal.

 

[bigred90gt]

Did you read the original post?

“I tell the service guy that came to greet me that I am there for my first oil change and I bought the truck there last year.”

And it’s a rare service writer who doesn’t inquire if you bought it there. If you DID, it saves them entering all the customer info in the computer system.

I have multiple makes of vehicles serviced all over the country, and my expectations are in line with my experiences. It’s unfortunate if you’re conditioned to expect poor service. It’s not necessary, or normal.

your exact words were:
“I’d expect the point of purchase dealer to remember me and show some appreciation when I came back.”

that is what I was referring to. No one at any dealer in the country (or world I might say) is going to remember one person they saw one day at point of sale over a year prior. To expect them to is unrealistic at best, and incredibly narcissistic.

I do not expect poor service, and I have been fortunate in that I have not received poor service. I am polite as a customer and receive the same attitude I give. I have no complaints from any interaction with any of the dealerships I have done business with from a sales or a service perspective.

 

[Travelin Ram]

It’s the 21st century. Businesses have computers and CMS in place to assist with “remembering”. It appears you enjoy the devil’s advocate role -as have I on occasion- but I’m not interested in a long debate with someone who’s deliberately obtuse. You do it your way, I’ll do it mine.

 

[jsorr]

I have to put in a good word for my Ram dealership. Arigo Dodge,Jeep,Ram in South Florida. I believe they are still the largest volume dealers in the Southeast. They're just great. Treat me like gold and never try to talk me into stuff I really don't need and always do the job. I know because I mark the tires when I go in for rotation and ck the oil dipstick to see if fresh oil has been put in the crankcase. I recently brought my 2017 Ram in for a water leak into the cab. They can be tough to track down. They replaced almost everything that could have been responsible for the leak, even removing seals and resealing body seams, and replacing the entire third brake assembly - not just the gasket. They told me to leave the truck for two days as they wanted to remove the carpet and hang it to dry out.
Maybe it's because they're big or because I have bought or leased 6 or 7 trucks from them over the years. I suggest for everyone who has a sad tale about their dealership, try to find another one. Not every service dept. is crappy. By the way, I have dealt with the same service writer for the entire time I have been buying trucks from them. Build a relationship with your service writer. We are on first name basis and have been for years.

 

[Lucy Girl]

I went to the dealership where I purchased my 2019 1500 Classic. My odometer has just turned 10K and the oil change indicator turned on for the first time. When I arrived at the dealership, the cars are backed up in the service area, which is understandable for a Saturday morning. I tell the service guy that came to greet me that I am there for my first oil change and I bought the truck there last year. Blank stare... So I told him I was pretty sure that I was supposed to get a free oil change. He told me no, they did not do that. He gave the me the prices for synthetic oil change that I requested and I thought it was too high so I left.

I did get the oil changed and the tires rotated at an oil change place down the street. So when I put my receipt for the oil change in the glove-box, I see my paperwork from the purchase (stupid of me not to think about that earlier). I see a welcome to RAM CARE pamplet with my name printed in it and a RAM CARE ID Number. It says my benefits include Two Oil Changes and Tire Rotations Annually.

So at the dealership, they never checked the VIN. They did ask for my name, but said, no they could not find it. Since I am not buying today, they really didn't care if I was there to be a customer anymore was the vibe I got.

So then I call the RAM CARE number. I waited about 15 minutes to speak to a guy who listened to my story and complaint about the dealer not making an effort to see that I belong to RAM CARE for another 9 months. He says I have to call another number. Now why they give you one number and they are just paying for someone to tell you to call another number does not make sense to me, but whatever.... The second number answered and there was some automated voice calling out numbers and letters. Dead end.

So then I get on the RAM CARES website, which is really just the MOPAR website. I started a chat, which I include below.

The long and short of it is I feel like I am not being treated well as a customer. Bad show RAM and Dodge. I'm not naming the dealership, but maybe I should be. They treat you great when they want your money, and the service later is not what was promised. Yes it is my fault for not finding the RAM CARES ID number I was issued more than a year ago, but come on ... in this day of technology, all they have to do is scan your VIN and give you the service they promised you.

S******* (7/25/2020, 1:34:44 PM): Hi, my name is S******* with FCA Customer Care, How may I help you?
Me (7/25/2020, 1:34:56 PM): What is Ram Care?
S******* (7/25/2020, 1:34:02 PM): Hello James how are you today?
Me (7/25/2020, 1:34:15 PM): Good, How are you doing today?
S******* (7/25/2020, 1:34:34 PM): It is a maintenance plan that provides oil changes and tire rotations as well as rental if your vehicle is required to stay at the Dealer.
Me (7/25/2020, 1:35:07 PM): So I have a Ram Care number - KS5**********
Me (7/25/2020, 1:35:15 PM): does that mean I have Ram Care?
S******* (7/25/2020, 1:35:30 PM): I would be happy to look into this here for you. Do you happen to have the VIN?
Me (7/25/2020, 1:36:04 PM): 1C************335
S******* (7/25/2020, 1:37:27 PM): Yes I am showing you do have Ram Care.
Me (7/25/2020, 1:38:19 PM): Well, OK today I went to the RAM dealership where I purchased the Truck. I needed the first 10,000 oil change and tire rotation.
Me (7/25/2020, 1:38:53 PM): But they said it was going to cost like $80 for the oil change and the tire rotation was extra.
Me (7/25/2020, 1:39:22 PM): I thought I was supposed to get some oil changes free, but they just shrug their shoulders.
S******* (7/25/2020, 1:39:38 PM): I am showing that the plan was cancelled due to an error and reinstated.
Me (7/25/2020, 1:39:51 PM): Then I go to another place to get the oil changed. But now I find this RAM Care in the glove box.
Me (7/25/2020, 1:40:05 PM): But too late I already paid somewhere else.
Me (7/25/2020, 1:40:30 PM): I mean the dealership that sold me the truck should know all these trucks came with RAM care, right?
S******* (7/25/2020, 1:41:00 PM): It is not on all Ram Trucks only eligible purchases.
Me (7/25/2020, 1:41:00 PM): They tell you one thing when they want to sell you a truck, but they forget about it later.
Me (7/25/2020, 1:41:24 PM): Well if you guys can't keep it straight how am I supposed to?
S******* (7/25/2020, 1:41:29 PM): However you are correct the Dealer would be ablle to see those details.
Me (7/25/2020, 1:42:06 PM): The service guy at the dealership did not care, I guess he was kind of busy
S******* (7/25/2020, 1:42:38 PM): You can also reach Ram Care directly at 866-932-3878. I am very sorry for your experience with the Dealership I will ensure this issue is documented here today.
Me (7/25/2020, 1:43:00 PM): Well I can tell you another story about 866-932-3878
Me (7/25/2020, 1:43:43 PM): That guy listened to my story and told me to call 800-521-9922 (option 4).
Me (7/25/2020, 1:44:02 PM): This was after waiting about 15 minutes to get through
Me (7/25/2020, 1:44:36 PM): So that other number must be a mistake because if you call it, you just hear someone calling off a bunch of numbers.
Me (7/25/2020, 1:45:07 PM): So the dealership was not a good experince and the RAM Care phone support was not a good experience.
Me (7/25/2020, 1:45:40 PM): And I paid $84.00 out of pocket today for an oil change
S******* (7/25/2020, 1:46:28 PM): That number you were provided is for Mopar Vehicle Protection. The number I provided you is the information contact number for Ram Care.
S******* (7/25/2020, 1:47:37 PM): That contact number is also listed within the Ram Care details on the Ram website at https://ramcare.ramtrucks.com/owner/en-us/termsandconditions
Me (7/25/2020, 1:48:04 PM): so I guess I am just out of luck?
S******* (7/25/2020, 1:48:56 PM): You can also contact our General Line at 1-800-992-1997 and you can be transferred to the correct department. You do still have the plan and would be able to utilize that plan in the future. We do have Ram Care chat representatives available Monday to Friday 8 am to 9 pm EST.
Me (7/25/2020, 1:49:31 PM): ok well I will be posting this chat transript to the dodge truck forums.
S******* (7/25/2020, 1:49:50 PM): No Problem. Your reference for our chat today is 7680****. Is there anything else I can assist with today?
Me (7/25/2020, 1:50:17 PM): anything else, did you help me today?
S******* (7/25/2020, 1:50:38 PM): My apologies what type of additional assistance can I provide today?
Me (7/25/2020, 1:51:13 PM): I would like to be reinbused for the oil change I paid for, which I was entitled to.
S******* (7/25/2020, 1:51:48 PM): I can have that reviewed here for you. I can send you an email to attach the repair order and proof of payment and reply back and a member of Ram Care will review and be back in contact with you.
Me (7/25/2020, 1:52:10 PM): Ok, thank you, I would appreciate that.
S******* (7/25/2020, 1:53:30 PM): I have sent that to you. Can you confirm the best contact number to reach you at?
Me (7/25/2020, 1:54:02 PM): ******@****.com or ***-***-016*
S******* (7/25/2020, 1:54:30 PM): Thank you. Is there anything else I can assist with today?
Me (7/25/2020, 1:54:38 PM): no
Me (7/25/2020, 1:54:48 PM): have a good rest of your day

Seems to me that you left a few things out. Please check and make sure you told us EVERYTHING. LOL

 

[JS4024]

My factory oil was out of my 2500 at 1500 miles and it’s filled with synthetic. I can’t imagine going to the point of the oil change minder tellIng me to get an oil change, then expect the dealer to jump and make it happen...

 

[Hootbro]

Interesting, OP been a member for over a year and first post is to rant over something had he done a little more prior planning on his part, could have avoided most of his angst.

 

[gixxer]

I can't fit under to get the filter

Needs to come up some for that or I need to go on a good diet - which I do.

Get ramps and drive up. Easiest way to get extra clearance and gives you plenty of room to work under

 

[pacofortacos]

Get ramps and drive up. Easiest way to get extra clearance and gives you plenty of room to work under

Yeah, that's what I do when I want under it.

For oil changes, I might just use the dealer (but use my oil and filters ) since they charge like $15 or so labor to do it. I have the lifetime max care and I am not good on records lol.

I haven't decided on that yet.

 

[Gixxer750]

except for jacking up, you exactly described my oil change experience.

Why is it such a bad thing to use tge jack? When you're on fairly flat ground it speeds up the drain like crazy. And go to Walmart and buy a massive sealed oil container, like this for $12. Every other oil change when you are buying oil at autozone or wherever, dump it at the same time. No tire change involved , oil is changed completely within 15-20 mins of starting the truck to warm it up. If you dont know how learn. I recommend learning to lower your spare tire to. I remember my first time and it was getting embarrassing....

 

[Sherman Bird]

Step-son just picked his truck up from the GMC dealer (2018 GMC Sierra 1500). He has a horrible clunk when downshifting. He set up a GoPro under his truck and you can see his driveshaft slide in and out about 2". Anyway, he dropped the truck off last week and showed them the video. Today they called him and told him they couldn't find anything wrong. He brought it home and reviewed his dashcam and the 2 guys were driving and both said it was horrible and something was definitely wrong with it. Then the one driving said the owner must be a short **** cause the seat was so far forward (he is about 5'8"). Service manager told him they couldn't find anything wrong. He said sometimes it feels like he is getting rear
ended when it downshifts. Truck is still under warranty with 28,000 miles. Dealerships are just so bad these days I hate to even go to one.

That is a story of bad or lazy employees.... NOT the dealer! It reflects on the dealer, though. The second to last dealer where I was working (Automatic transmission specialist) was pretty prolific with technicians and service writers who should have been fired for indifference and lack of sensitivity to customers' needs.

They were so bad that they were targeted in an undercover sting when tropical storm Allison flooded the peewaddle out of Houston in June of 2001. This dealership took in over 400 cars and trucks. I was slammed with work so much that my last insurance/flood repair was done Thanksgiving week that same year.

During all this, I was dispatched a late model F-250 FX4 Crew Cab with 7.3 PS engine, it was lifted like a foot, sported twin Bilsteins on all 4 corners, had ladder bars front and rear, and had 44's on it. The ticket said to inspect for flood damage. I performed an interior check.... no signs of any wetness at all, still smelled good, so I smelled a rat..... I pulled it into the shop and raised it up on the drive on lift.... still no dirt, mud, grass, or any sign of flooding.

I told the service writer that the truck looked as though it wasn't flooded, due to these reasons and that the trans fluid was pretty red on the dipstick, not pepto bismol frothy. But, in the spirit of being double sure, I sold a pan drop for inspection, dropped the pan, and went about working on other flood vehicles.

Fast forward 2 days.... I'm beckoned to the big foot look alike ( ) and see 3 men including the service writer standing adjacent to this vehicle. (This was out of character because usually there was just one adjuster sent to evaluate insured losses).

They ask me to go over my findings about this truck and I told them that I honestly thought the truck had never been flooded, and said a service (filter and fluid) was all that I could recommend due to mileage. At that moment, one of the 2 dudes from the insurance company whips out an ID and informs me that he was an undercover investigator hired by the insurance company and that this truck was part of a sting operation. It HAD never been flooded, but several other dealers tried to sell them the whole multi thousand dollar flood repairs on that very truck, and that they filed charges against 2 other dealers for attempted insurance fraud.... including the technicians!

It sure pays to be both diligent and honest, but nobody can buy something which isn't for sale!

 

[10 Break]

I recommend learning to lower your spare tire to. I remember my first time and it was getting embarrassing....

I agree about the spare. I drop it 2X a year to lubricate it. What I thought was surface rust on the wheel turned out to be worse when I did need it and as I compressed the lugs, the rust mushroomed out around them. Thankfully, this happened somewhere that I could leave it but that was embarrassing New spare:

 

[Rick Cicchetti]

I have had similar experiences with the dealer service department....and yes, I had an appt. Not about oil changes, but just about problems. They "can't duplicate" any of my problems even though they are recurring.....and on video! Not a fan with Chrysler service.

 

[chrisbh17]

I have had similar experiences with the dealer service department....and yes, I had an appt. Not about oil changes, but just about problems. They "can't duplicate" any of my problems even though they are recurring.....and on video! Not a fan with Chrysler service.

Fellow CT-er....which dealer? Im trying to find one in CT that DOESNT give me the "normal characteristic" bs, we should compile a list of which ones not to use lol

 

[Sherman Bird]

I have had similar experiences with the dealer service department....and yes, I had an appt. Not about oil changes, but just about problems. They "can't duplicate" any of my problems even though they are recurring.....and on video! Not a fan with Chrysler service.

Being the diligent type, I'd test drive a vehicle with a transmission complaint, and if I was unable to duplicate the problem, I'd go to the service writer and hand them the work order and inquire about the issue in more detail. Shockingly, some service writers would say ugly things about the customer and say they were "nuts". Realizing that no one has the time to bring their car in for some imaginary problem, I took it upon myself to call the customer and go over the issue. By closing the communications gap, I always got the true intent of what the customer was trying to say. The difference is, I knew and know what questions to ask about something as complex as an automatic transmission. Keep in mind that the first order of business in ANY automatic transmission complaint, Driveability issues must be monitored and eliminated first. You've no idea how often I'd get a slippage complaint that turned out to be a clogged fuel filter.

Remember this: Service writers are sales people, not technicians. They are professional bull****ters. By cutting to the chase such as I did, I helped our CSI ratings go way up, not to mention find the true cause of the customer's complaint.

I was never thanked for my diligence but my true goal was to be the very best at what I do as a professional. I read all these slams against dealer technicians and understand all the dynamics which exist in the dealer world. Greed is the number one cancer which leads to these problems..... from everyone being on commission to the separate departments being at war with each other.

Here's a little known fact: The best finance guys in a dealer pull down a half a million a year in commission based pay by taking advantage of you the public's ignorance, naivety, and fears about the whole process.

Dealer principals (owners) live in mansions and are extremely wealthy. The majority of dealerships have been snatched up by big corporations. This eliminated the neighborly relationships of decades gone by. The folks in that environment are put under incredible production quotas and are in constant fear of being terminated.

 

[Rick Cicchetti]

I was never thanked for my diligence but my true goal was to be the very best at what I do as a professional. I read all these slams against dealer technicians and understand all the dynamics which exist in the dealer world. Greed is the number one cancer which leads to these problems..... from everyone being on commission to the separate departments being at war with each other.


Dealer principals (owners) live in mansions and are extremely wealthy. The majority of dealerships have been snatched up by big corporations. This eliminated the neighborly relationships of decades gone by. The folks in that environment are put under incredible production quotas and are in constant fear of being terminated.

Well, thanks Sherman. We need more like you out there. Iam "in the know" about stealerships...my brother is the GM at a large Ford dealership. LOL

 

[RLJ10X]

^That Post is brilliant. And that’s saying a lot because Sherman, you’ve written a lot of really good posts. Blunt force truth.

professional bull****ters vs (vs is my interpretation, not his) naive and ignorant...... that is so true

There are a whole bunch of professional bull****ters in a dealership. Emphasis on Professional. Then there are the naive that come out of a dealership bragging how they skinned the dealership when they bought their new vehicle. I just think: If you only knew the real truth.

88% of the money spent on Extended Warranties goes towards commissions and paperwork. Only 12% of the money is ear marked for vehicle repairs. And they STILL make money. What does that tell you?

 

[sam darakjy]

Well one year and 10k tad long for an oil change but to each his own. Like others have said no appointment and no ID number makes things a little difficult on the already hectic service departments at dealerships. The easiest solution would be to pay for your first oil change like you did at another location and then get your info together and make an appointment next time with info in hand. I will not get oil changes, tire rotations at dealership for this very reason. My shop gets me in and out in 15/20 minutes with no appointment. Dealership gets warranty work and that's it.