Long post, sorry. I'm hoping some of our posters here might be able to help me out with this:
Bought 2008 Wrangler Unlimited from Spring Chrysler (Spring, TX) with Lifetime Powertrain Warranty (promotion at the time).
Kept up with service plan as described in warranty paperwork that came with vehicle. No way to check on status of warranty is ever given to consumer - you have to call to find this out.
Noticed transmission problems in early 2013 and took it in to dealership to diagnose. They replaced a clogged transmission filter and serviced the transmission. (RO 17286)
Same transmission vibrations reoccur in mid 2014 so we take it back in to have it diagnosed and repaired under warranty. Dealership says it can do the warranty repairs but first need to have transmission service and inspection done to keep warranty valid. We gladly pay for the service and inspection and the dealership replaces a faulty torque converter in our transmission. No charge for repairs or parts because of active warranty. (RO 68750)
*** EXCEPT the dealership actually didn't do the work under warranty (they just paid for it themselves) OR perform the needed transmission inspection and service needed to keep our warranty valid. ***
Fast-forward to two weeks ago when our Jeep breaks down with apparent transmission problems as we're traveling through Arkansas on a family vacation. We have it towed to a local dealership (Superior Dodge in Conway, AR) where they diagnose a full failure of the intermediate shaft which led to extensive damage throughout the transmission. No problem - we're under warranty through Jeep! Except when the dealer checked out status, they learned that it was invalidated due to that missing transmission inspection and service we thought we had in Spring. Expected cost of transmission rebuild: ~$3700 out of pocket.
Jeep customer service representatives (to whom I've talked to 10 times in the past two weeks) maintain that without the transmission inspection and service certificate, they are unable to revalidate our warranty. We explain the circumstances and why we don't have the certificate (service was never performed by the dealer and we didn't know to ask for a certificate) and they direct us to contact the offending dealership for further help.
Spring Chrysler is now owned by Autonation and their service manager agrees to take a look at our service record. She does and comes to the same conclusion we had reached - that we were lied to and cheated. She puts together an appeal to have our warranty reinstated and passes the request up to her area corporate office. A couple days later, that office denies the appeal on the grounds that too much time had elapsed between the services in question being performed and our appeal. Basically, we didn't notice their mistake/dishonesty quickly enough. The service manager in Spring who put in for our appeal offers to cover 30% of the cost of our repairs out of their own account, which is a nice gesture.
Jeep customer service refuses to give me any documentation regarding the invalidation of our warranty and the denial of our appeal for reinstatement. They reaffirm that the only recourse for consumers wanting to know the status of their warranty is to call them and ask for it. No written notices are sent when a warranty becomes invalid nor is there any way to physically see your warranty status. They have stopped responding to my requests via social media and refuse to give me any contact information past calling their consumer support 1-800 number. I was able to get my complete service record from the dealership however and it shows what I've detailed above.
We've been impressed with the dealership here in Arkansas as they have worked hard to try to get our vehicle fixed as soon as possible. They've given us a loaner vehicle to help us get to my mother's house a couple towns away where we've been staying in the interim. The new service manager in Spring has also tried to help us out in whatever way she can - I wish she was running the shop several years previous which might have prevented this whole mess. I love my Wrangler, but because of the unwillingness of Chrysler Jeep corporate to do anything to help right the wrong done to us by their employees, I'm more likely to look elsewhere for my next vehicle.
TLDR version
Bought Jeep with Lifetime drivetrain warranty.
Kept up with services to keep warranty valid.
Dealership in Spring lied about doing required inspection which invalidated warranty.
Transmission repaired by dealership under guise of warranty work.
Fast-forward four years - transmission needs major repairs.
Warranty invalid because dealership's dishonesty.
New service manager agrees and appeals for warranty reinstatement.
Jeep Corporate denies appeal, says too much time elapsed.
Service manager offers some help, but repair cost won't be covered under warranty.
No recourse left to customer to check warranty status, no notice sent of invalidation.
Don't trust Chrysler Jeep Dodge warranties!
Any ideas? Do I even bother getting a legal claim together?
Bought 2008 Wrangler Unlimited from Spring Chrysler (Spring, TX) with Lifetime Powertrain Warranty (promotion at the time).
Kept up with service plan as described in warranty paperwork that came with vehicle. No way to check on status of warranty is ever given to consumer - you have to call to find this out.
Noticed transmission problems in early 2013 and took it in to dealership to diagnose. They replaced a clogged transmission filter and serviced the transmission. (RO 17286)
Same transmission vibrations reoccur in mid 2014 so we take it back in to have it diagnosed and repaired under warranty. Dealership says it can do the warranty repairs but first need to have transmission service and inspection done to keep warranty valid. We gladly pay for the service and inspection and the dealership replaces a faulty torque converter in our transmission. No charge for repairs or parts because of active warranty. (RO 68750)
*** EXCEPT the dealership actually didn't do the work under warranty (they just paid for it themselves) OR perform the needed transmission inspection and service needed to keep our warranty valid. ***
Fast-forward to two weeks ago when our Jeep breaks down with apparent transmission problems as we're traveling through Arkansas on a family vacation. We have it towed to a local dealership (Superior Dodge in Conway, AR) where they diagnose a full failure of the intermediate shaft which led to extensive damage throughout the transmission. No problem - we're under warranty through Jeep! Except when the dealer checked out status, they learned that it was invalidated due to that missing transmission inspection and service we thought we had in Spring. Expected cost of transmission rebuild: ~$3700 out of pocket.
Jeep customer service representatives (to whom I've talked to 10 times in the past two weeks) maintain that without the transmission inspection and service certificate, they are unable to revalidate our warranty. We explain the circumstances and why we don't have the certificate (service was never performed by the dealer and we didn't know to ask for a certificate) and they direct us to contact the offending dealership for further help.
Spring Chrysler is now owned by Autonation and their service manager agrees to take a look at our service record. She does and comes to the same conclusion we had reached - that we were lied to and cheated. She puts together an appeal to have our warranty reinstated and passes the request up to her area corporate office. A couple days later, that office denies the appeal on the grounds that too much time had elapsed between the services in question being performed and our appeal. Basically, we didn't notice their mistake/dishonesty quickly enough. The service manager in Spring who put in for our appeal offers to cover 30% of the cost of our repairs out of their own account, which is a nice gesture.
Jeep customer service refuses to give me any documentation regarding the invalidation of our warranty and the denial of our appeal for reinstatement. They reaffirm that the only recourse for consumers wanting to know the status of their warranty is to call them and ask for it. No written notices are sent when a warranty becomes invalid nor is there any way to physically see your warranty status. They have stopped responding to my requests via social media and refuse to give me any contact information past calling their consumer support 1-800 number. I was able to get my complete service record from the dealership however and it shows what I've detailed above.
We've been impressed with the dealership here in Arkansas as they have worked hard to try to get our vehicle fixed as soon as possible. They've given us a loaner vehicle to help us get to my mother's house a couple towns away where we've been staying in the interim. The new service manager in Spring has also tried to help us out in whatever way she can - I wish she was running the shop several years previous which might have prevented this whole mess. I love my Wrangler, but because of the unwillingness of Chrysler Jeep corporate to do anything to help right the wrong done to us by their employees, I'm more likely to look elsewhere for my next vehicle.
TLDR version
Bought Jeep with Lifetime drivetrain warranty.
Kept up with services to keep warranty valid.
Dealership in Spring lied about doing required inspection which invalidated warranty.
Transmission repaired by dealership under guise of warranty work.
Fast-forward four years - transmission needs major repairs.
Warranty invalid because dealership's dishonesty.
New service manager agrees and appeals for warranty reinstatement.
Jeep Corporate denies appeal, says too much time elapsed.
Service manager offers some help, but repair cost won't be covered under warranty.
No recourse left to customer to check warranty status, no notice sent of invalidation.
Don't trust Chrysler Jeep Dodge warranties!
Any ideas? Do I even bother getting a legal claim together?
