Right away I will apologize for this very late night post but hope my experience will help educate others.
Climbed into my 2019 1500 Laramie the other day and notice the leather on my seat edge was badly wrinkled and cracking open in a wrinkle. I have only 22,000 miles and have babied this truck thus far. Brought it into dealership for an oil change and asked them about the crack in the leather. They took pics and sent them into Ram for input on a warranty claim. It was then I started reading about all of the “leather” issues on these vehicles. After not hearing back from the dealer regarding the warranty claim for a week I called back. Got some BS from dealer about not hearing back from Ram yet. Couple of days later finally heard back that the seat repair was denied as it was “normal wear and tear” and not covered. Now we all know that is BS as a leather seat should not crack, peel or delaminate in 22,000 miles and two years of use. Told the dealer that response was not acceptable so they told me I would have to call Ram Customer care as there is nothing the dealer can do when a warranty claim is rejected. I called the number the dealer gave me and it was all about roadside assistance. So I press the option that had the word warranty in it only to find out this was for the sales group selling extended warranty. They gave me another number to call and told me to press the option “for anything else”. Imagine calling the Ram Cares number as instructed by the dealer to discuss a denied warranty claim and having to guess to use the “For anything else” option to reach a Ram care specialist.
Anyway finally did reach a polite lady who listened to my concern with the seat leather cracking so soon. She went on to say that she did not know why the dealership had told me it would not be repaired under warranty as that would be something covered. She said she would call the dealership and tell them that was a covered repair and the dealership should be calling me to schedule the seat leather cover replacement.
A week goes by and no call from the dealership. I finally reached the service department and they told me that the Ram cares rep told me incorrectly and it was still denied by Ram warranty. The service manager told me someone from Ram care was supposed to call me to explain that I was given incorrect information. No one from Ram care called me with any information. I was then told I should call Ram care back and ask for a manager. At that point I told the dealer I am very frustrated as I did what I was told in the first place, got approval from Ram care rep for replacement, now am being told I need to call Ram care back and talk with a manager. So as it sits today, I told the dealer I was told it will be replaced by Ram Care so if the dealer is still refusing to honor the warranty they need to call the Ram Care Manager and work it out between themselves. I simply want a call back from someone at Ram or the dealer telling me when to bring the truck in for the proper warranty repair. What I really found amazing is the service manager told me she is having the same issue with the recent FCA vehicle she bought and her claim for a seat cover replacement was denied. I’m not sure if she thought that would me me feel better but it didn’t.
As a first time Ram buyer, you can’t understand how frustrating this experience has been. I am extremely disappointed with the dealer, Ram Care, and FCA. It sounds like my experience is all too common based off n posts on this site.
Climbed into my 2019 1500 Laramie the other day and notice the leather on my seat edge was badly wrinkled and cracking open in a wrinkle. I have only 22,000 miles and have babied this truck thus far. Brought it into dealership for an oil change and asked them about the crack in the leather. They took pics and sent them into Ram for input on a warranty claim. It was then I started reading about all of the “leather” issues on these vehicles. After not hearing back from the dealer regarding the warranty claim for a week I called back. Got some BS from dealer about not hearing back from Ram yet. Couple of days later finally heard back that the seat repair was denied as it was “normal wear and tear” and not covered. Now we all know that is BS as a leather seat should not crack, peel or delaminate in 22,000 miles and two years of use. Told the dealer that response was not acceptable so they told me I would have to call Ram Customer care as there is nothing the dealer can do when a warranty claim is rejected. I called the number the dealer gave me and it was all about roadside assistance. So I press the option that had the word warranty in it only to find out this was for the sales group selling extended warranty. They gave me another number to call and told me to press the option “for anything else”. Imagine calling the Ram Cares number as instructed by the dealer to discuss a denied warranty claim and having to guess to use the “For anything else” option to reach a Ram care specialist.
Anyway finally did reach a polite lady who listened to my concern with the seat leather cracking so soon. She went on to say that she did not know why the dealership had told me it would not be repaired under warranty as that would be something covered. She said she would call the dealership and tell them that was a covered repair and the dealership should be calling me to schedule the seat leather cover replacement.
A week goes by and no call from the dealership. I finally reached the service department and they told me that the Ram cares rep told me incorrectly and it was still denied by Ram warranty. The service manager told me someone from Ram care was supposed to call me to explain that I was given incorrect information. No one from Ram care called me with any information. I was then told I should call Ram care back and ask for a manager. At that point I told the dealer I am very frustrated as I did what I was told in the first place, got approval from Ram care rep for replacement, now am being told I need to call Ram care back and talk with a manager. So as it sits today, I told the dealer I was told it will be replaced by Ram Care so if the dealer is still refusing to honor the warranty they need to call the Ram Care Manager and work it out between themselves. I simply want a call back from someone at Ram or the dealer telling me when to bring the truck in for the proper warranty repair. What I really found amazing is the service manager told me she is having the same issue with the recent FCA vehicle she bought and her claim for a seat cover replacement was denied. I’m not sure if she thought that would me me feel better but it didn’t.
As a first time Ram buyer, you can’t understand how frustrating this experience has been. I am extremely disappointed with the dealer, Ram Care, and FCA. It sounds like my experience is all too common based off n posts on this site.
