Are your dealerships choosing sales over fixing your recall?

[MFALRAM]

So Saturday I had an appointment that I scheduled out 2 weeks for the recall with the adjustable brake pedals. When I made the appointment I said to the dealer will I have the parts when I come in that Saturday and they replied yes we have 9 kits. I said good I don’t want to come in and not have parts I don’t like my time wasted. So satisfied with this I made the appointment. So this saturday after 5 mins of waiting a service manager comes out and tells me it can’t be fixed today. Because the night before sales told a mechanic to put my recall kit on a truck so they could make a sale. So I was not happy about that at all. This is the garbage that dealerships do all the time. I also understand they need to make sales to stay in business and make a living.You also don’t take away from another customer either that already bought from you. But if a recall comes out Ram is the one who needs to make sure these kits get out to dealers and give them enough to do trucks on lot and vehicles coming in so they don’t pull crap like this on customers that are actually driving around with a recall. Thoughts and comments?!

 

[duke2001]

So Saturday I had an appointment that I scheduled out 2 weeks for the recall with the adjustable brake pedals. When I made the appointment I said to the dealer will I have the parts when I come in that Saturday and they replied yes we have 9 kits. I said good I don’t want to come in and not have parts I don’t like my time wasted. So satisfied with this I made the appointment. So this saturday after 5 mins of waiting a service manager comes out and tells me it can’t be fixed today. Because the night before sales told a mechanic to put my recall kit on a truck so they could make a sale. So I was not happy about that at all. This is the garbage that dealerships do all the time. I also understand they need to make sales to stay in business and make a living.You also don’t take away from another customer either that already bought from you. But if a recall comes out Ram is the one who needs to make sure these kits get out to dealers and give them enough to do trucks on lot and vehicles coming in so they don’t pull crap like this on customers that are actually driving around with a recall. Thoughts and comments?!

How much is your time worth and how much did it cost you to drive to the dealer and home? Add it up and tell them to compensate you! Yes, they already sold you the truck you are driving, but you are young enough to be a future customer as well.

 

[Rich]

I had a reverse story.

I happened to be communicating with my salesperson and mentioned that I was waiting to have my brake pedal recalled fixed, but was not in a hurry.

He checked and mentioned that the service department had some parts kits in stock, and had my name put on one, so I should call and make an appointment to have the recall fixed right away.

I called service to make an appointment, and the service manager said I'd have to wait a while for parts to come in as they were limited and not easy to get quickly. I mentioned that I was told that a set of parts was waiting with my name on it, and he said "that's impossible". After we discussed it back and forth a few times (I kept saying "are you sure that you don't have parts as I was definitely told that you have the parts and they are waiting for me"). I finally explained that my salesman was the person that had confirmed this and he said he would have to go and have a discussion with him as he was not supposed to do that. In the end he agreed to have my truck updated (and it was).

But I got a strong feeling that they had kits come in for their in-stock inventory, as they were not able to sell their in-stock vehicles until the recall was performed, where post sale vehicles took a back seat and had to wait.

I guess I was lucky. I can say that my salesperson has been great. The service department, not so great!

 

[MFALRAM]

How much is your time worth and how much did it cost you to drive to the dealer and home? Add it up and tell them to compensate you!

I live 15 mins away. I usually work Saturdays 8 hrs overtime I didn’t this Saturday so I could bring the truck in. I don’t think they will compensate me for that but I’m really trying to make point of just do the right thing. I’m also trying to get them to replace my brakes that make horrible growl. Embarrassing driving a new truck and it squeals so loud people turn and look.

 

[PorBoy]

^^^. I know that brake squealing feeling sadly. It sucks that they always put their sales ahead of what we’ve already given to them.

 

[MJP]

So Saturday I had an appointment that I scheduled out 2 weeks for the recall with the adjustable brake pedals. When I made the appointment I said to the dealer will I have the parts when I come in that Saturday and they replied yes we have 9 kits. I said good I don’t want to come in and not have parts I don’t like my time wasted. So satisfied with this I made the appointment. So this saturday after 5 mins of waiting a service manager comes out and tells me it can’t be fixed today. Because the night before sales told a mechanic to put my recall kit on a truck so they could make a sale. So I was not happy about that at all. This is the garbage that dealerships do all the time. I also understand they need to make sales to stay in business and make a living.You also don’t take away from another customer either that already bought from you. But if a recall comes out Ram is the one who needs to make sure these kits get out to dealers and give them enough to do trucks on lot and vehicles coming in so they don’t pull crap like this on customers that are actually driving around with a recall. Thoughts and comments?!

Absolute BS. Service the people who have already paid you and are driving around with a liability. I'd make a stink with the GM.

 

[syddog 2000]

It does suck, but it bothers you more than them.

 

[Electrical]

I hear ya man... but file this under the "that sux" category and move on. Don't waste more time stewing on it.

 

[redbranch]

Evidently it pays to be the squeaky wheel. My new truck has been at the dealership since last Wednesday, and the paperwork is all signed, but they then told me I can't have the truck until the recall work is complete. I called the service department Thursday, Friday, Saturday and again this morning. They said they had no parts and didn't know when they would have them. So I called Fiat Chrysler's recall department directly, explained the situation and asked them to expedite the parts to my dealer, in my name and gave the VIN number. Turns out since I haven't had possession of the truck yet they can't do that...but they did call the dealership and had a chat with them. Miracle of miracles, the dealership called this afternoon and said the parts would be installed tomorrow morning and I can pick up my truck in the afternoon.

 

[MDBumblebee]

I'd cut them a *little* slack before slamming them for prioritizing in-stock vehicles. Per the recall:
"IMPORTANT: Some of the involved vehicles may be in dealer new vehicle
inventory. Federal law requires you to complete this recall service on these
vehicles before retail delivery. Dealers should also consider this requirement to
apply to used vehicle inventory and should perform this recall on vehicles in for
service."

Not having seen this Federal law, we can't really say how much liability the dealer would be accepting by knowingly selling a recalled vehicle. So, it could be they are putting profit first by fixing in stock first, or the law could be putting an unacceptable level of potential liability on them. As you can see by the last sentence, it seems that sold vehicles are fixed as they happen to come in - as long as there are parts available after in-stock if fixed. It's hard to read this and know if the dealer if following the strict letter of the law or bending it some.
Personally, they have my name and I'm not going to mess with the pedals till the parts come it and not worry about it.

 

[redbranch]

I knew of the federal law, and it absolutely makes sense. My problem is with dealers using parts on unsold vehicles first, rather than vehicles already out on the road being driven. If parts are being rationed, which it sounds like they are/were, I'd suggest the safety of current drivers comes ahead of fixing vehicles not yet on the road. Or at least split the parts between the sold and inventoried trucks. Mine happened to be caught right between those two scenarios...purchase paperwork all signed, vehicle brought over from another dealership but unable to be released due to the recall.

 

[PTRAM]

So Saturday I had an appointment that I scheduled out 2 weeks for the recall with the adjustable brake pedals. When I made the appointment I said to the dealer will I have the parts when I come in that Saturday and they replied yes we have 9 kits. I said good I don’t want to come in and not have parts I don’t like my time wasted. So satisfied with this I made the appointment. So this saturday after 5 mins of waiting a service manager comes out and tells me it can’t be fixed today. Because the night before sales told a mechanic to put my recall kit on a truck so they could make a sale. So I was not happy about that at all. This is the garbage that dealerships do all the time. I also understand they need to make sales to stay in business and make a living.You also don’t take away from another customer either that already bought from you. But if a recall comes out Ram is the one who needs to make sure these kits get out to dealers and give them enough to do trucks on lot and vehicles coming in so they don’t pull crap like this on customers that are actually driving around with a recall. Thoughts and comments?!

I had suggested that a couple of weeks ago and I and you may be correct. However, my service manager called last Wednesday after I had been there and said some came in about 30 minutes after I left and he was putting one away for me. I went in last Saturday (3-09) and had the part installed for my adjustable brake pedal. What is more interesting, I was back at the dealer yesterday with a minor problem for my 2017 Cherokee and I asked the service writer that owns a 2019 Ram if he had his repaired yet and he said no parts were in. I told him I had mine done Saturday (he was not there Saturday). He didn't seem to happy to hear that.

 

[MFALRAM]

I had suggested that a couple of weeks ago and I and you may be correct. However, my service manager called last Wednesday after I had been there and said some came in about 30 minutes after I left and he was putting one away for me. I went in last Saturday (3-09) and had the part installed for my adjustable brake pedal. What is more interesting, I was back at the dealer yesterday with a minor problem for my 2017 Cherokee and I asked the service writer that owns a 2019 Ram if he had his repaired yet and he said no parts were in. I told him I had mine done Saturday (he was not there Saturday). He didn't seem to happy to hear that.

Well I was told to come back today which I did as soon as I get out of the truck the service manager comes out and says sorry they are not coming in till Thursday now “I guess I should have called you “ I was like yeah that would have been helpful seeing how I took time off from work to get there. More than frustrated now. So I guess I’ll make sure I call to make sure this time.

 

[PTRAM]

Well I was told to come back today which I did as soon as I get out of the truck the service manager comes out and says sorry they are not coming in till Thursday now “I guess I should have called you “ I was like yeah that would have been helpful seeing how I took time off from work to get there. More than frustrated now. So I guess I’ll make sure I call to make sure this time.

Sorry to hear that and it may be that the sales department used all of them--not saying that is true -but still makes me think it is a possibility.

 

[MFALRAM]

Update Alert..... I was told to call today after the parts not coming in Tuesday and they said they had one part come in today and it was alright to come in at 415 today Awesome!!!! Right?! NOT!!!! I got a text from the wife that the dealership called her at 230 and said the one that came today was missing one of the two parts. Yup you heard it right not once, not twice but three times I’ve been having my chain pulled by the dealership. So they told her to have me come in tomorrow they are getting 10 more kits so we will see. Hope they come in.

 

[Dusty1948]

Actually, a situation like this forces the dealer to be at odds with two sets of their customers; the one who is taking delivery of a new vehicle, and the one who has already purchased a vehicle that needs the parts. The root cause of the problem is obviously inadequate supply, which is the manufacturer's fault. I once had this situation occur to me on a Nissan vehicle. Unfortunately it's an industry-wide problem.

Regards,
Dusty

2019 Ram 1500 Billet Silver Laramie Quad Cab 2WD, 5.7 Hemi, 8HP75, 3.21 axle, 33 gallon fuel tank, factory dual exhaust, 18” wheels. Now at: 010790 miles.

 

[MFALRAM]

Well they fixed the recal Friday but now I’m still fighting with them about replacing my brakes that are so noisy it wakes the neighbors in the morning. I’m sure it will be back and forth 5-6 times and a call to Ram before they replace them . But anyways they fixed the recall. A little FYI dealership was only first allowed to order 5 every two weeks now they are allowed to order 10 and they said soon they will be able to order as many as they want. So hopefully everyone that is waiting will soon be able to get the recall done.

 

[HKP7PSP]

I'm tempted to call FCA about mine (it helped when I was waiting 3 weeks for a water pump on my Jeep) - they sold me the vehicle on February 11, whereas the Recall was announced on February 5. Technically this is a violation of the law since they sold it without the recall having been done.

 

[SpeedyV]

Sorry to hear that and it may be that the sales department used all of them--not saying that is true -but still makes me think it is a possibility.

I just picked my truck up from having the ground cable recall and a minor warranty fix done. They freely admitted that they didn’t have brake pedal repair kits on hand for customer vehicles; they’ve used them up on unsold inventory. Mine is supposedly on order.

 

[RamCares]

I'm tempted to call FCA about mine (it helped when I was waiting 3 weeks for a water pump on my Jeep) - they sold me the vehicle on February 11, whereas the Recall was announced on February 5. Technically this is a violation of the law since they sold it without the recall having been done.

Hi HKP7PSP,
This is not what we want to hear from our customers. We would like to make sure we get this addressed as soon as possible. Please send us a private message with additional details.
Julie
Ram Social Care Specialist