MaxCare Lifetime Warranty Issues

[cyberbiker]

After leaving my dealers request in “Pending” status for almost 3 weeks (with all requests for info previously submitted by my dealer), I spent an hour and a half on the phone with Chrysler today. Here’s what I learned.

Talking to Chrysler on MaxCare warranty issues is pointless. They state that they don’t handle them, Mopar Vehicle Protection does. Don’t bother explaining to them that they’re part of the same company, their answer is “We (Chrysler) can’t talk to them (Mopar Vehicle Protection)”.

Chrysler will then offer to transfer you to Mopar Vehicle Protection. You’ll be on hold a while, but they do pick up. After you explain the situation they will say yes we can help you with that. They will then put you on hold for 20 minutes. When someone finally does pick up you will find that Mopar has transferred you back to Chrysler, who will tell you (again) that they can’t help you.

So you go through the same process again but this time you insist that Chrysler stay on the line with Mopar. They did this, which only proves that they can in fact talk to each other.

After explaining the situation again with both parties on the phone so they can’t point the finger at each other, Mopar will then tell you that they in fact cannot help you. Now they’ll say only “Digital Imaging” can help you, but you can’t speak to them, only the dealer can communicate with them by email.

You will then explain that Digital Imaging then is the department that’s left this in pending mode for almost 3 weeks, when all their requests have long ago been responded to, and I need assistance in getting this unstuck, and I’m asking Mopar Vehicle Protection for that assistance since this is your warranty.

They will say again that they can’t help you, only Digital Imaging can and I need to have my dealer email Digital Imaging, which of course they’ve already been doing, and which of course, is simply a department of the same company that’s saying they can’t help me.

Regardless of how frustrating this has been, I’ve tried to refrain from any inflammatory commentary and simply posted the facts. This is apparently the situation we have with our MaxCare warranties at the moment, at least if it involves a transmission.

Hopefully they’ll do the right thing and things will improve in the future.

I’m going through this exact same situation with my truck and trying to get authorization for a failed WIN module. They initially asserted that I needed a Powertrain inspection even though I have an active MaxCare warranty and the failing part is not related to the Powertrain. My service advisor stated that he has another customer being given the same runaround. Multiple calls w different diversion tactics and multiple email submissions from the dealership though latest call noted it was escalated to the department responsible for approval. I know that FCA won the Powertrain class action lawsuit so maybe they have gotten bolder in their tactics to deny/delay claims. My service advisor will follow up with them and me tomorrow so we’ll see. With other comments here seems a separate class action for lifetime MaxCare may be warranted distinct from the Powertrain warranty.

 

[Calibergirl]

I'm sorry to say the issues with getting the Max Care Warranty honored have not resolved. I've had multiple repairs under the warranty over the years with this car and never had an issue until last month when my manual transmission started making noise. I previously had a bearing replaced in the transmission and did have an initial conflict with the service rep that it was not the clutch throw out bearing. The mechanic confirmed this and the repair was performed in a timely manner. The dealership I have previously used over the last two years flat out refused to submit the current transmission repair to warranty as they insisted in was the clutch. I know my way around an engine, transmission and clutch and tried to explain if it was the throw out bearing, the noise would not stop when the clutch was engaged. I took my car to another dealership and faced the same issue until I showed a video to the service rep that demonstrates a bad transmission bearing versus a clutch throw out bearing. She pulled in one of her older technicians (formerly known as mechanics) and it was agreed it was likely the transmission and the only way to confirm was to pull the tranny. Two weeks later, it was confirmed the carrier bearing both front and back were bad and needed replaced. The clutch was in good shape, especially for $170k miles. Now here I sit, two weeks later with parts on hand, car torn apart and sitting on a lift but waiting for "authorization" from MVP. I have called and got the same run around between the warranty and MVP and no one can answer the question as to why a warranty holder and car owner, is not allowed to know the status of the repair or speak to anyone at MVP. Only the dealership can do that and only on a limited basis. I was even provided the MVP phone number, found the dealership code online but was told flat out, I can't talk to you unless you are with the dealership. It has been 4 weeks since I left my car at the dealership and I can do nothing but wait to get it back. Something needs to change so here is my voice and words to lend a hand however they are useful.

 

[RamRider60]

I'm sorry to say the issues with getting the Max Care Warranty honored have not resolved. I've had multiple repairs under the warranty over the years with this car and never had an issue until last month when my manual transmission started making noise. I previously had a bearing replaced in the transmission and did have an initial conflict with the service rep that it was not the clutch throw out bearing. The mechanic confirmed this and the repair was performed in a timely manner. The dealership I have previously used over the last two years flat out refused to submit the current transmission repair to warranty as they insisted in was the clutch. I know my way around an engine, transmission and clutch and tried to explain if it was the throw out bearing, the noise would not stop when the clutch was engaged. I took my car to another dealership and faced the same issue until I showed a video to the service rep that demonstrates a bad transmission bearing versus a clutch throw out bearing. She pulled in one of her older technicians (formerly known as mechanics) and it was agreed it was likely the transmission and the only way to confirm was to pull the tranny. Two weeks later, it was confirmed the carrier bearing both front and back were bad and needed replaced. The clutch was in good shape, especially for $170k miles. Now here I sit, two weeks later with parts on hand, car torn apart and sitting on a lift but waiting for "authorization" from MVP. I have called and got the same run around between the warranty and MVP and no one can answer the question as to why a warranty holder and car owner, is not allowed to know the status of the repair or speak to anyone at MVP. Only the dealership can do that and only on a limited basis. I was even provided the MVP phone number, found the dealership code online but was told flat out, I can't talk to you unless you are with the dealership. It has been 4 weeks since I left my car at the dealership and I can do nothing but wait to get it back. Something needs to change so here is my voice and words to lend a hand however they are useful.

I am currently in the same boat. I brought my truck in to get it looked at and it needs new wheel bearings in the rear diagnosed by the dealership. Submitted to the MVP folks twice and then a now a third request that they need to send digitized images of the issue to the digitize group. This would involve taking apart everything in order to get to the bearings which would mean the dealership doing most of the job before knowing that it's authorized or not by MVP. The dealership hasn't told me yet but I'm waiting to hear they don't have time to do the work to take the digital images to continue this. It's been over three weeks that they've had the truck and no progress. Called the dealership again yesterday and got the haven't had time to look at it. I think MVP has finally found a way to make this warranty obsolete. Just keep putting walls in front of the issue until either the customer or the dealership gives up and asks you to take your veihicle somewhere else. The dealerships are only going to want to do the work on this stuff for so long until they just decline working on the truck with this warranty. I can see it coming. I know of no process to start making MVP accountable for these warranties.

 

[Big Daddy]

I just went thru a major fiasco with them getting a front differential replaced. New equipment is no longer available so had to go reman. But, it did take 6 weeks to resolve working thru the dealer. Now I know 6 weeks seems like a long time but in the end it was a win/win for me.