Ram warranty/customer service nightmare

[Big Daddy]

With my last service under the lifetime warranty, I got a rental car for 60 days because the parts were on a national back order.

 

[DrRemulak]

I didn’t read every reply, so apologies if I am repeating. Summarize your post, place it on Reddit or some other forum (this one if you can link to it by URL) and then Tweet the URL with a catchy subject. You will get a response from FCA almost immediately. They monitor Twitter 24/7. Unfortunately, public embarrassment is often the only motivator for them.

I had a ‘15 that Certified pre-owned that had a half dozen problems the dealer couldn’t or wouldn’t fix under warranty. At the advice of a friend I followed the above and FCA paid for a loaner for 34 days and brought in an engineer to oversee the dealer. They actually bought the truck back from me. Nothing works better than social media. I wish you good luck.

 

[anchorsaweigh]

RAM...great truck, FCA...****** customer service.

 

[No Tyme]

I have found that Google reviews have saved my a$$ twice now. First was when I found overspray on my 19 Ram after my first wash. When I purchased the truck it just looked like dust. My first offer from the dealer was a discount on a detail that it was suppose to happen before I purchased it. After my Google review they changed course and did a two step polish for a fee of $100 out of my pocket.
Currently a prominent door company who manufactured my front entrance door refused my warranty stating it only covered the seal in the door glass for 5 years. Google review got the installing company to go to bat for me and convinced the manufacturer to replace my 5K Provia door. Since the company switched from a sealant to a gasket for this very reason... I will get some satisfaction and the door will be replaced for just a labor charge.
A bad review speaks volume on a company and as long as it is factual there can be no repercussions. JMO
Best of luck with your issue.

 

[chrisbh17]

Im friends with the guy in this story:

https://jalopnik.com/the-saga-of-the-lemon-911-and-one-mans-quest-for-just-1564141012

Porsche ended up bending over backwards for him once he got word of it out and people started posting it to their FB and Twitter feeds.

Ive tried similar things but never really got any traction (they werent gigantic companies, though). It might work with something the size of FCA.

 

[Docwagon1776]

I don't think anyone is arguing otherwise. But I'd like to see that survey broken down by vehicle type/brand. I'd wager full sized pickup warranties paid out more often then, say, Toyota Camrys.

The warranty companies know what their repair costs are likely to be and figure that into pricing by using actuarial data. Not just on how often they break down, but what the average repair cost is. That typically results in differentiation of pricing, at least pre-retail*. Even looking at FCA backed warranties through Chrysler Direct for an apples to apples comparison, you pay a 25% premium for a warranty on a Ram 1500 vs a Fiat 500.

*The exception would be if you look gullible enough at retail to allow the F&I guy to further pad their profits by charging you the higher amount regardless.

 

[jejb]

The warranty companies know what their repair costs are likely to be and figure that into pricing by using actuarial data. Not just on how often they break down, but what the average repair cost is. That typically results in differentiation of pricing, at least pre-retail*. Even looking at FCA backed warranties through Chrysler Direct for an apples to apples comparison, you pay a 25% premium for a warranty on a Ram 1500 vs a Fiat 500.

I have no doubt that the truck policies are priced a bit higher. I'd still like to see the survey broken down to more granule data, though. I'd still bet full sized truck owners were more satisfied than most other groups that bought EW's.

 

[reborn55]

FCA is useless in my opinion--had problems with 2017 Ram that I bought 3 years ago used---had plenty of factory warranty left on it. dealer was prepared to fix but had to send pictures to FCA first. They don't send reps down anymore to check problems---they denied warranty claims--said normal wear and tear(17k) on truck when bought. Started a claim which went on for months--no luck--sent a letter to CEO and his secretary supposedly agreed with FCA and denied claim---filed with BBB--no luck. FCA had multiple claims that went unanswered--tried my state attorney general and got nowhere. seems they all had the same answer. I have worked fir and with GM and Ford over the years and these prob lems would and have been covered with very little hassle---Customer service is terrible with FCA

 

[farout75]

More questions for maxcare warranty holders. Does the rental coverage only kick in if over a certain number of miles from home? Is there a daily limit and total limit for rental? Does the warranty guarantee ONLY genuine Mopar parts will be used, can rebuilt parts be used, and is there a substitution clause in the warranty for non-Mopar parts. The sales material online is either vague or totally dismissive of such answers and reps I have spoken to will not send contract unless I agree to purchase. Guess I ask too many questions.

The guy I bought min FCA Mopar warranty told me wher I could go to read the different warranties. I don't think that has stopped.

 

[chrisbh17]

The guy I bought min FCA Mopar warranty told me wher I could go to read the different warranties. I don't think that has stopped.

Funny, I was not given full fine print until I purchased my contract. I even asked for it ahead of time and all I was given was the same cardboard thing you can read at the dealer. I knew what I was getting into because I found it here or other places on the net, but the sellers themselves (which are Mopar dealers) werent 100% forthcoming with everything...not sure why.

 

[farout75]

Updates,

FCA/max care warranty are the two worst service companies I have ever dealt with in my life. I've spent 20+ hours now trying to get someone on the phone that can do something and they just kick you in a circle. 4 different supervisors and multiple reps... It's rediculous the amount of effort I've put into this.

My dealer got FCA to cover the starter as a good will. Rediculous that max care denied it. Dealer appealed and they won't cover it so chrysler is paying for it. Transmission is still not here... tried talking to max care about this and they said there's no way to appeal a denial. So dumb.

FCA offered to cover 40$ a day for 10 days of rental but trucks where I live are ~70$ a day so that doesn't do me much good. It's blowing my mind that this paperweight is going to sit at the dealership for at least 2 months waiting on the most popular transmission dodge has used in the last 10 years.

Have a hearing with the mediation group about my truck on 2/20 so I'll see if I can get any kind of compensation from ram.

Besides the FCA Max Care warranty I have AAA, and my auto insurance has a rental program. I get pretty well covered that way. Maybe your auto ins will help?

 

[lazer]

I'm glad that I read this because I'm looking to trade in my 2013 Ram and buy either a new Ram or a new F150 The F150 interior has stepped up and warranty is a big issue for me. Now I'm 95% sure I will be a Ford man. Thanks!

 

[chrisbh17]

I'm glad that I read this because I'm looking to trade in my 2013 Ram and buy either a new Ram or a new F150 The F150 interior has stepped up and warranty is a big issue for me. Now I'm 95% sure I will be a Ford man. Thanks!

Good luck but I wouldnt be so sure you wont find warranty issue threads about the Ford either

 

[RamCares]

Thanks for sharing your experience. I'm a first-time RAM (2021 Rebel) owner and honestly I'm pretty disappointed with my first 1,500 miles. I've had problem after problem with my truck and not one has been fixed yet. Thankfully I have a wonderful dealer doing their best to help me. If could get some of this stuff fixed, it would be the best truck I've ever owned...

Due to the problems I keep having, I've been definitely looking at an extended max-care warranty. How have other's experiences been? Would you (all) recommend the warranty?

We certainly regret hearing about the poor experience with your new vehicle ownership so far, @Raydulce. Our team would be happy to discuss these concerns further via private messages. For future dealer services, please know that our team is just a private message away and more than willing to escalate a case on your behalf to a specialist for further support if needed.

Kathryn
Ram Cares

 

[Octane]

We certainly regret hearing about the poor experience with your new vehicle ownership so far, @Raydulce. Our team would be happy to discuss these concerns further via private messages. For future dealer services, please know that our team is just a private message away and more than willing to escalate a case on your behalf to a specialist for further support if needed.

Kathryn
Ram Cares

The best thing to actually work would be to go to Ford or any other brand.Chrysler products aren't always atrocious,but the company certainly can be.I and lots of other folks know.

 

[Regcabguy]

December 12th my truck tried to kill me,

This is a 2017 ram 2500 with a 6.4 hemi and lifetime maximum care warranty with 68k miles on it.

Driving down a 2 lane slick highway in Cooper landing Alaska. I was cruising 45 mph through a corner in a 55mph zone, felt a little bump and noticed my truck had died. Since I had no power steering/brakes at this point I rolled the truck into nuetral and pushed the start button. Next thing I know the entire cab is filled with electrical smoke and the headlights turn off in the dark. I stab the brakes with both feet and somehow managed to get the truck and trailer stopped while still on the road. Difficult, since I couldn't see the road and nothing electrical in the truck would work, like the windows to let the electrical smoke out.

This happens in an area that has no service 80 miles from home/dealer. Hitch hike to a place with signal 20° outside and call for help.

Get the truck and trailer home with various tow services. Dealer calls and said that the transmission has sized and the starter likely burned up because it couldn't turn the motor. They would put in the warranty request and let me know.

Yesterday my dealer calls and says that a transmission is backordered untill March 1st and they denied the starter repair. I have been 6 week's without a vehicle to drive and have spent 10-15 hours on the phone over the past 5 1/2 weeks trying to get fca, ram, or the warranty to help in some way.

This has been the worst customer experience event I have ever had in my life. My paper weight of a truck is going to spend over a quarter of 2021 on the shop due to ram not having parts to fix it.

@RamCares should be called @ramdoesntcareaboutitscustomers

 

[Regcabguy]

We have lemon laws in California that supposedly help us for the original owner.

 

[tron67j]

I'm glad that I read this because I'm looking to trade in my 2013 Ram and buy either a new Ram or a new F150 The F150 interior has stepped up and warranty is a big issue for me. Now I'm 95% sure I will be a Ford man. Thanks!

You should definitely buy what appeals to you, and that is part of my point. If you feel the Ford presents a better value to your senses and wallet, no one can fault you. I think there is more of an issue than just warranty here. The EW is first an income generating activity for the dealer and company, and repair coverage second. You can see how those things are mutually exclusive. I am not sour on FCA, I enjoyed all my Rams and am happy with my current one. I just don't want to sour that by buying something I know is statistically a bad investment and then being unhappy either I don't get coverage I think I am due or just waste the money altogether. I of course use dealership now for warranty (so far none, and didn't for other two either) but will then go to my personal mechanic after. Perhaps if one is going to buy a EW, shopping around might result in a better deal (maybe cheaper and/or more beneficial) for someone.

And for the record, I have had some great experiences with FCA dealership service. Last year Kelly in PA got my parents back on the road while traveling, going the extra mile to figure out a complex issue and sending them on their way without an appointment in the same day. Just one of many.

 

[JS4024]

1. Mopar Lifetime max care u get a free loaner, it’s written in the contract, but it may be different in AK and HI
2. Starter motor is covered, any failure caused by another covered component is cover. There is no limit. You pay your deductible and that’s that.

 

[etbrown4]

I have a lot of sympathy for the op. It use to be that for a broken down vehicle under warranty, you'd be back in service quickly no matter what it took.

No more... If you're from TX and break down in Va. You can sit for months. Nobody is in a rush.

It took me 3 months to get my 2016 1500 transmission replaced. Ram ducked and ducked with all kinds of excuses, but somehow I got a free loaner vehicle with no argument at 59k on the 60k drive train warranty.

After the new trans was installed, the FCA rep who was assigned to my case, agreed to a 100k extended warranty on the transmission.

On top of that, I requested a FREE extended warranty for 60k more miles, IN THE ENTIRE VEHICLE, (with a few exceptions) and they agreed.

So while FCA is very hard to work with, you have to hear about 5 no's and in my case it turned to yes, and a big added warranty on top.

Ram hopes to overtake the F150. They know the ONLY way to get there is to have satisfied 1500 owners. It's a shame they put us through hell, but if you stand up for yourself and never give in, you will likely win in the end.

This only works if you have created an FCA case and have an FCA rep assigned to you. The rep has lots of power... way more than the dealer.