Dealership and Ram Customer Service hassle

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ColtEOD

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Anyone else had issues with a specific dealer then referred to the 1-800 customer service number and been told to basically pound sand?

2017 Ram 1500 5.7

Ticking and a clunking noise.
Cams/lifters at 55k
Rear diff rebuilt at 55k

Ticking came back and clunk is worse than ever at 60k.

Long story short, at 59k i brought the truck to the dealer. They could not duplicate the problem. At 59,300 i took it back and drove with the mechanic and he said manifolds, probably cams and lifters again, and it seems like the clunk is trans related. This was on may 16th.

I spoke to the service advisor and she said that she will open a work order for my truck at 59,300 that way my power train warranty covers the repair. The first available appointment was june 4th. She also said call a week prior to reserve a loaner or rental.

She called on june 3rd and said that they are completely backed up with engine repairs and trans work so she rescheduled to june 12th. I called again a week out to reserve the loaner and they informed me that they turned in all of their loaners and they canceled their account with enterprise so I am SOL with a loaner or rental. The service manager also informed me that FCA has a policy that work orders cannot be held for more than 2 weeks... that is weird because my initial appointment was more than 2 weeks out. She said there is nothing she can do but to tell me to call FCA customer service. She also told me to not give FCA customer service my real mileage because that will make her job harder to "work the books" on her end.

Anyways, i called the 800 number and opened a case and what is the first question they ask.... what my mileage is. After filing the case, i was assigned a case manager. After a week of calling back in order to get in touch with him, he finally called back and told me there is nothing he can do.

My issue is, this is quicklyapproaching a trip I have to make for work which involves towing my personal trailer. If they take my truck, i have nothing to tow with. Nobody is offering a solution for me. I have/had a PT warranty and I have the chrysler max care warranty. If they take my truck and finish with the repairs while I am gone, I have no way of returning the rental or picking my truck up until i get back. I will be about 1000 miles away for this trip so I am in a little bit of a pickle I guess.

I have been battling with this dealer for a while now and it seems like the corporate case manager isn't much better. Their old service writer was awesome but it got so bad there that he moved to the local Ford dealership. Anyone have any recommendations on who I can talk to? I am kind of screwed now because they have been so backed up and kept rescheduling me that I am conflicting with my trip. I am debating on giving up on Chrysler as a whole after myvehicle finally gets fixed, if ever. Any recommendations would be incredibly appreciated....
 

WTM75

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3.6 Pentastar
That sucks! The only things I can think of is, try a different dealer.

Other than just try pushing a little hard? Maybe take to social media, write reviews? I know dealer do not like bad reviews!
 
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ColtEOD

ColtEOD

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have you reached out to @RamCares here to see if they can help?

I have not. I have just dealt with the dealer and the 800 FCA customer service. Ive heard of people having better luck with ram cares... just didnt know how to get ahold of them.
 

buddy guy

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that's how:) seems response can take anywhere from a day to a week depending on their workload I guess, but I'd pm them and see what they can do for you.
 
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ColtEOD

ColtEOD

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that's how:) seems response can take anywhere from a day to a week depending on their workload I guess, but I'd pm them and see what they can do for you.
Thank you!
 

buddy guy

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np. best of luck! i really probably shouldn't be on vehicle forums. I've gotten to be pretty OCD, I think. I tend to obsess over finding solultions and resolutions, sometimes for problems that probably don't exist...yet:) lol
 
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ColtEOD

ColtEOD

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S
np. best of luck! i really probably shouldn't be on vehicle forums. I've gotten to be pretty OCD, I think. I tend to obsess over finding solultions and resolutions, sometimes for problems that probably don't exist...yet:) lol
Sadly, in the time we live in, people dont like to back their word anymore. Everything is about money and numbers and customer service goes out the window. Not even going to lie, ive been debating on selling the truck after it gets fixed unless someone from FCA decides to help. Im sure it is the same all over but it seems to be a common issue.
 

RamCares

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Anyone else had issues with a specific dealer then referred to the 1-800 customer service number and been told to basically pound sand?

2017 Ram 1500 5.7

Ticking and a clunking noise.
Cams/lifters at 55k
Rear diff rebuilt at 55k

Ticking came back and clunk is worse than ever at 60k.

Long story short, at 59k i brought the truck to the dealer. They could not duplicate the problem. At 59,300 i took it back and drove with the mechanic and he said manifolds, probably cams and lifters again, and it seems like the clunk is trans related. This was on may 16th.

I spoke to the service advisor and she said that she will open a work order for my truck at 59,300 that way my power train warranty covers the repair. The first available appointment was june 4th. She also said call a week prior to reserve a loaner or rental.

She called on june 3rd and said that they are completely backed up with engine repairs and trans work so she rescheduled to june 12th. I called again a week out to reserve the loaner and they informed me that they turned in all of their loaners and they canceled their account with enterprise so I am SOL with a loaner or rental. The service manager also informed me that FCA has a policy that work orders cannot be held for more than 2 weeks... that is weird because my initial appointment was more than 2 weeks out. She said there is nothing she can do but to tell me to call FCA customer service. She also told me to not give FCA customer service my real mileage because that will make her job harder to "work the books" on her end.

Anyways, i called the 800 number and opened a case and what is the first question they ask.... what my mileage is. After filing the case, i was assigned a case manager. After a week of calling back in order to get in touch with him, he finally called back and told me there is nothing he can do.

My issue is, this is quicklyapproaching a trip I have to make for work which involves towing my personal trailer. If they take my truck, i have nothing to tow with. Nobody is offering a solution for me. I have/had a PT warranty and I have the chrysler max care warranty. If they take my truck and finish with the repairs while I am gone, I have no way of returning the rental or picking my truck up until i get back. I will be about 1000 miles away for this trip so I am in a little bit of a pickle I guess.

I have been battling with this dealer for a while now and it seems like the corporate case manager isn't much better. Their old service writer was awesome but it got so bad there that he moved to the local Ford dealership. Anyone have any recommendations on who I can talk to? I am kind of screwed now because they have been so backed up and kept rescheduling me that I am conflicting with my trip. I am debating on giving up on Chrysler as a whole after myvehicle finally gets fixed, if ever. Any recommendations would be incredibly appreciated....

Hi ColtEOD,
We are sorry to hear about your experience. It seems as though you currently have a case with the team we normally escalate to, but if you ever have any troubles getting in touch with your case manager, please let us know! We understand this can be a frustrating process, but your case manager has access to the best resources to assist you!
Alex
Ram Social Care Specialist
 

Scottly

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Hi ColtEOD,
We are sorry to hear about your experience. It seems as though you currently have a case with the team we normally escalate to, but if you ever have any troubles getting in touch with your case manager, please let us know! We understand this can be a frustrating process, but your case manager has access to the best resources to assist you!
Alex
Ram Social Care Specialist


Here, let me translate that for ya.... "vaffanculo".

That's Italian, by the way.
 

Neil E

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6.4
Ramcares won't help, I had issues right before my B2B ran up, brought it in 2 times after 35k, but before 36k miles and the dealer couldn't get to it for over a week and Ramcares told me the same thing, I ended up not driving it to make sure I stayed under 36k miles. Good luck!
 

JoeCo

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Ramcares won't help, I had issues right before my B2B ran up, brought it in 2 times after 35k, but before 36k miles and the dealer couldn't get to it for over a week and Ramcares told me the same thing, I ended up not driving it to make sure I stayed under 36k miles. Good luck!

I also didn't have much luck with them, in my 13 I had some issues with the 8.4" screen. Had it replaced under warranty right around 27k miles, about 2.5 years go by and about another 25k miles and the screen is going out again. Of course at this point that's not under warranty, but I expected the "new" screen they warrantied for me, to last more than 25k miles. The best ramcares could offer me is was an appointment for a $100 diagnostic on it, which of course, I could have done myself. Wasn't interested in that, just dumped it off on another dealer where it still sits today (traded in 4/26).
 

chrisbh17

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The problem, I think, lies more with the case managers themselves than RAMCares. But RAMCares will get all the flak because they are the visible part of it all.

Not defending them in any way, its obvious enough that something needs to be done to fix the lack of communication between them, but just to say its not ALL on RAMCares.

I had a similar experience....RAMCares helped me out and checked with 2 dealers after 2 appointments for the same issue (case manager suggested I get a second opinion) but it was clear the case manager didnt really want to keep the case open once everyone just says "normal characteristic". They just waited until they could get the right wording out of me and immediately closed the case. On top of that you cant review or re-open a case, and the link they send you in email to check it is broken.
 

Djoker04

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Ram 1500 2015
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HEMI
Since this is about the FCA my issue qualifies me to add to it and hopefully we can somehow get the word out that they FCA doesn’t give a crap about people!!

2015 5.7 Tradesman!!
Recall for tailgate opening on its own issues in Aug 2018!! I never read the details!!

When I went in this year to get it done I found out exactly what was happening! I mentioned to the Service writer that back in 2017 I was leaving my house towing my 6x10 trailer and my tailgate opened on its own after hitting a bump in my street and it hit the Jack handle/stand on the Trailer! The whole time I thought it was me not closing it tightly! And it happened again hitting a bump! ( No trailer this time)

So he said make a case! I did come in for pics and after a few days the Service writer said my case was denied!! WTF?? why? Based on the digital imaging it doesn’t fit the recall was the factor!!! I’m like are y’all blind?!?

So I called FCA and he gave me the BS that the AREA MANAGER said all this and they can’t override their decision!! ALSO now here’s the fun part WHY DID I WAIT UNTIL THE RECALL TO MAKE A CLAIM!?!? ! Ummmm cause I didn’t KNOW it was a defect in the tailgate and THATS THE PURPOSE OF A RECALL!!! Something goes wrong to more than 1 person y’all figure it’s a problem!! BUT THIS HAPPENED BEFORE the recall...

I asked to speak to their Manager and he said he didn’t have one!! BS!! Y’all see the pics and tell me how hard is it to see it hit SOMETHING Almost dead CENTER... and the bump is in a turn!!

The pic with the gate down next to the Jack is my NEW TRAILER which has longer Tongue!! I sold the one it happened with!! My next options to find one shorter and take a VIDEO and hopefully the Area manger will get some common sense!!!

FA63415B-95BA-4DEF-985C-D7CFD487D2B6.jpeg

E2DB9FDC-A4C6-4B88-9BC9-507A5F60BBB8.jpeg

05E7C895-E46F-4F2E-8237-00071DC3B2A1.jpeg

DA4A25D6-79D1-4CF1-98DB-79D5686A3214.jpeg
 
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Mudders Beast

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Inept Service, Ringgold GA. Noticed a missing screw on tail light mount while at dealer for software update. Their shop has a window to watch. Watched a tech bring random screws back and forth for trial fits for 1 hour with no success, and finally had enough. Had the Service Manager bring my truck out and told him to order the right screw and mail it.
 

Jrod

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Since this is about the FCA my issue qualifies me to add to it and hopefully we can somehow get the word out that they FCA doesn’t give a crap about people!!

2015 5.7 Tradesman!!
Recall for tailgate opening on its own issues in Aug 2018!! I never read the details!!

When I went in this year to get it done I found out exactly what was happening! I mentioned to the Service writer that back in 2017 I was leaving my house towing my 6x10 trailer and my tailgate opened on its own after hitting a bump in my street and it hit the Jack handle/stand on the Trailer! The whole time I thought it was me not closing it tightly! And it happened again hitting a bump! ( No trailer this time)

So he said make a case! I did come in for pics and after a few days the Service writer said my case was denied!! WTF?? why? Based on the digital imaging it doesn’t fit the recall was the factor!!! I’m like are y’all blind?!?

So I called FCA and he gave me the BS that the AREA MANAGER said all this and they can’t override their decision!! ALSO now here’s the fun part WHY DID I WAIT UNTIL THE RECALL TO MAKE A CLAIM!?!? ! Ummmm cause I didn’t KNOW it was a defect in the tailgate and THATS THE PURPOSE OF A RECALL!!! Something goes wrong to more than 1 person y’all figure it’s a problem!! BUT THIS HAPPENED BEFORE the recall...

I asked to speak to their Manager and he said he didn’t have one!! BS!! Y’all see the pics and tell me how hard is it to see it hit SOMETHING Almost dead CENTER... and the bump is in a turn!!

The pic with the gate down next to the Jack is my NEW TRAILER which has longer Tongue!! I sold the one it happened with!! My next options to find one shorter and take a VIDEO and hopefully the Area manger will get some common sense!!!

View attachment 170234

View attachment 170235

View attachment 170236

View attachment 170237


In the meantime, Curt makes a 12 1/4" receiver in a 2", 4", and 6" drop rated at 7500lbs. My tailgate clears the jack on my A frame with plenty of room to spare, as long as the handle is folded down. I can shoot you the part numbers if interested. They are also available on Amazon Prime.

Good luck with FCA!
 

Steve Cloud

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Sounds like a junk dealer/service dept. Might be worth the drive to a different one. Had a few recalls and scheduled an appointment to get them fixed (including the tailgate fix) 2 weeks ahead of time. Bring the truck in, and they are like... we did them all but the tailgate, because we had to order the part. When I asked why they didn't order the part when I made the appointment, the just blew me off. I live in the oil field, so they are so busy that they could not care less about recalls. Wish I lived closer to another dealer.
 
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