Dealer damage - now what?!

[hanadarko]

So last week Monday I dropped the 2013 RAM off (5812 miles on her so far) for a rumbly idle and uconnect issues.

They had the truck until Wed when they told me the idle was normal (gee what a surprise) and that while they did some resets and worked with tech support on the uconnect, it works NOW but they have no idea what they did that made it work.

I was told and I quote..."Keep your fingers crossed we got it fixed this time".



How charming. $50k pickup and Im supposed to keep my fingers crossed.

...now here is where I need help...

I picked up the truck and discovered 2 gouges in the passenger side. One on the door and one hear the top of the rear side of the pickup box. Then, I notice my chrome nerf bar on the pass side also has 1/2 circular hash marks.

I brought this to the service writer who then got the service Manager who quickly dismissed this as their fault. Basically I was told to go pound sand.

Well it didnt come IN with this crap and has NEVER been to an automatic car wash - the dealer has one and I think it damaged my RAM.

So, getting no help from the dealer, I contacted MOPAR today and asked for a file/complaint to be created. She took all my information and then called the dealer. I was on hold for 10mins.

She came back "the dealer said they didnt do anything...I will document this in your file". So I asked what happens next and she told me I will get a letter in the mail outlining this conversation. WTF ?!

Umm...I reminded her one way or the other SOMEONE was going to fix this, either the dealer or the company. The dam truck is almost NEW.

I then asked to get in touch with the district manager as simply notating the issue was as lame as the response I got from the service dept.

She said "Let me investigate and look further".

She had me on hold for over 45min and at that point I figured she put the phone on hold and left. So I hung up.

What can I do next here???

 

[RAMAlaska]

Go in person to the Dealership, ask to speak to the GM of the dealership, be polite but firm.

 

[hanadarko]

Go in person to the Dealership, ask to speak to the GM of the dealership, be polite but firm.

Sadly he is worse than the Service Manager. Thats why I took this right to MOPAR.

 

[cgeorgemo]

Sadly he is worse than the Service Manager. Thats why I took this right to MOPAR.

The GM has a boss. Ask to speak to him.

 

[O.R.T.]

/CallAndFileWithYourInsuranceAgency

 

[GreenClassic]

Really the only thing you can do is be persistent and see if they are willing to fix it. Unfortunately, it's up to them whether to fix it or not. You can take them to court if they decide to do nothing, but it'll be up to the judge at that point, and it really could go either way.

It sucks to be in that situation.

 

[Quigs]

Cal this guy. He is assistant to the president of the Ram brand.

Steve Stander
586-497-1519

 

[Jak259]

Typical dealer service department ****. God I hate having to deal with them. I feel for ya bro. Hope all works out.


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[BLKMAGIC]

this happened to my uncle with his GMC and he had to foot the bill, since that happened I do a walk around with service EVERY time I drop my truck off. If you have no proof it wasn't that way when you dropped it off, they most likely will not give in. Good luck man, you have a long fight ahead

 

[arod412]

It's one of those where everywhere you drop your truck off, valet parking, dealer, another shop for repairs, always do an inspection before and after.

When you pick up your truck after getting it worked on ( or have it at the valet), don't even pick up the keys until you do a walk around for that specific thing.. I even check under the truck. Yeah, I'm **** but it's my truck and I try to do as much work on it myself as possible because of that ****.



"Worrying about MPG on a truck is like worrying about the tow rating on a prius"

 

[THETANK]

I agree with several others and this is what I do every time, no exceptions. The service writer and I take a walk around the vehicle and I ask them to find any damage (which is always flawless), if they do/do not it is noted on the work order. When I get the vehicle back I will go over the truck with a fine tooth comb and to date after all these years I have never found so much as a smudge.

 

[14hemiexpress]

Threaten them. They hate bad publicity. Make a sign that says don't get service here they'll scratch your vehicle and sit out front and hold it next to your scratches. A half day of that they'll fix it. They don't want you bashing them. Tell them none of your friends will get service here ever again ect so on and do forth.

 

[Andrew09HEMI]

Dont do this^^ They will just simply ask you to leave the premises and you wont get **** accomplished. My family has been in the car industry for years, being an ass doesnt get your very far and being at their mercy is unfortunate but reality. Being persistent and respectful goes further than causing a scene, obviously that all depends on who you're dealing with but Im sure you can come to some type of agreement on getting it fixed

 

[14hemiexpress]

My idea may or may not be the right thing to do but it's already passed the point of being nice and respectful he's already been told to pound sand. I'm always respectful and nice because it does get you father but there is a breaking point of buying a 50k truck and them treating you like Crap it's sad to see someone spend that kind of money And not get good customer service. At this point all he can do is talk to the highest person possible the owner of the dealer... Ect or move on to being a ass. And I wouldn't sit on the on the dealership just in front... It definitely sounds like they aren't going to do anything about it. Good luck

 

[mowin]

Look at it from the dealerships eyes, how do they know you didnt have the damage and are trying to get it fixed on there dime? Not saying this is what you are trying to do. But I'm sure people try it all the time. I also believe employees do damage and don't fess up to their screw up....

 

[RCFiddyOne]

Threaten them. They hate bad publicity. Make a sign that says don't get service here they'll scratch your vehicle and sit out front and hold it next to your scratches. A half day of that they'll fix it. They don't want you bashing them. Tell them none of your friends will get service here ever again ect so on and do forth.

I was thinking this but before you hit the "nuclear option", I would e-mail everyone from the service manager on up. Be professional and keep your emotions out of it. Make sure you keep perfect notes - who you talked to, what they said, dates, times, etc. Give them ample time to come up with a solution and even suggest a compromise that you can live with if they won't budge. If they stand their ground then you can do what hemiexpress suggests but just know at that point, it WON'T get fixed and you are just hoping to warn others.