Darksteel165
Legendary member
So long story short I have been working with Ramcares since April 5th with paint problems since I bought my truck and they approved the repairs verbally twice and in writing twice and are now backing out after I paid $1400 cash for the repairs up front as 3 differnet dealerships refused to work on my truck as it "was not brought from them" and Ramcares told me to go directly to the bodyshop which they approved. They refuse to talk to me via phone and are no longer communicating to me after the last email
I was told verbally and in email on May 30th to get the repair done (they had the estimate) and I would be reimbursed in full via check
I called July 7th (the week before the shop could get in my) and they confirmed via phone and email again it was 100% set it stone to have the work done.
July 31st I was emailed by some random person that I would NOT be reimbursed "The case did not meet criteria and guidelines under Stellantis reimbursement assistance policy"
No one at Ram will talk to me. The original case was closed, the second case has a case manager which has not called me back since May 30th, and the third case I am told I have no case manager.
They refuse to let me talk to request any supervisor to call.
I have reached out to our local @RamCares and despite them seeming to try to do (something?) I have gotten nowhere and I am worse off then before I engaged with Ram. With what they just did to me I will never give a single penny to them and I will make sure everyone who complements me on my truck knows NEVER BUY ANY STELLANTIS PRODUCT as they will not honor anything.
There has been in total
41 phone calls
3 returned phone calls (out of around 25 requests for a call back)
13 emails
3 dealership visits
95 miles driven to get to 2 dealerships (I called the third one and they confirmed they could\would not do anything)
3 case numbers
9 case managers
1 case manager who quit working for FCA (and she told me she was happy getting a job elsewhere, I wonder why?)
$1,400 spent on repairs
$0 reimbursement
It would seem my only option at this point is trying to find a lawyer which I really don't want to do, but I assume it should be an easy case since I have all the voice recordings from ALL of the calls and the emails confirming their agreement with me. I think small claims should also be an option but at this point I wonder if I should go for damages up and above just reimbursement because how they are played games with me. Going to an authorized body shop told to pay and be reimbursed and then refusing after they have my money.
I'm pretty shocked at the whole thing. I didn't think customer service for a car manufacture could be this bad and corrupt.
All that said, what would YOU do in this situation?
Update: Emailed and called (voicemail) Mike MacDonald with the information a friendly forum member provided to me. Hopefully this is a step in the right direction assuming he still works for FCA.
Update 2: I got an email back from Mike and he is going to call me tomorrow, so yay looks like I might be able to get this handled by someone.
Update 3: I spoke with Mike MacDonald and he is taking care of everything and said he is going to investigate what happened separately from the reimbursement. He was very accommodating and understood how cut and dry this is and has no idea how it got to this point. He also said if I have any more problems to go directly to him. I will wait until I get my hands on the check before I count my chickens but I don't have any reason to second guess what he told me, he was a no BS kind of person and seemed legitimacy concerned about what happened and could see clear logic\reason. First time I felt like this the entire encounter with Ram customer support which has been insane from start to finish.
Update 4: Mike MacDonald came through and I just received my check I was promised in the mail.
Ramcares is a joke, customer service was terrible, dealerships that have a body shop told me to wait 3 years, but Mike took care of me where everyone else would not even talk to me or call me back like I was told they would.
I asked him if it was okay to post his info and he said he didn't have a problem with it. I would still recommend to go through support but if you get in a situation like I was in I would reach out to him to do the heavy lifting.
Mike MacDonald
Customer Care & Experience
Executive Referrals Manager
O: 586-274-8085
I was told verbally and in email on May 30th to get the repair done (they had the estimate) and I would be reimbursed in full via check
I called July 7th (the week before the shop could get in my) and they confirmed via phone and email again it was 100% set it stone to have the work done.
July 31st I was emailed by some random person that I would NOT be reimbursed "The case did not meet criteria and guidelines under Stellantis reimbursement assistance policy"
No one at Ram will talk to me. The original case was closed, the second case has a case manager which has not called me back since May 30th, and the third case I am told I have no case manager.
They refuse to let me talk to request any supervisor to call.
I have reached out to our local @RamCares and despite them seeming to try to do (something?) I have gotten nowhere and I am worse off then before I engaged with Ram. With what they just did to me I will never give a single penny to them and I will make sure everyone who complements me on my truck knows NEVER BUY ANY STELLANTIS PRODUCT as they will not honor anything.
There has been in total
41 phone calls
3 returned phone calls (out of around 25 requests for a call back)
13 emails
3 dealership visits
95 miles driven to get to 2 dealerships (I called the third one and they confirmed they could\would not do anything)
3 case numbers
9 case managers
1 case manager who quit working for FCA (and she told me she was happy getting a job elsewhere, I wonder why?)
$1,400 spent on repairs
$0 reimbursement
It would seem my only option at this point is trying to find a lawyer which I really don't want to do, but I assume it should be an easy case since I have all the voice recordings from ALL of the calls and the emails confirming their agreement with me. I think small claims should also be an option but at this point I wonder if I should go for damages up and above just reimbursement because how they are played games with me. Going to an authorized body shop told to pay and be reimbursed and then refusing after they have my money.
I'm pretty shocked at the whole thing. I didn't think customer service for a car manufacture could be this bad and corrupt.
All that said, what would YOU do in this situation?
Update: Emailed and called (voicemail) Mike MacDonald with the information a friendly forum member provided to me. Hopefully this is a step in the right direction assuming he still works for FCA.
Update 2: I got an email back from Mike and he is going to call me tomorrow, so yay looks like I might be able to get this handled by someone.
Update 3: I spoke with Mike MacDonald and he is taking care of everything and said he is going to investigate what happened separately from the reimbursement. He was very accommodating and understood how cut and dry this is and has no idea how it got to this point. He also said if I have any more problems to go directly to him. I will wait until I get my hands on the check before I count my chickens but I don't have any reason to second guess what he told me, he was a no BS kind of person and seemed legitimacy concerned about what happened and could see clear logic\reason. First time I felt like this the entire encounter with Ram customer support which has been insane from start to finish.
Update 4: Mike MacDonald came through and I just received my check I was promised in the mail.
Ramcares is a joke, customer service was terrible, dealerships that have a body shop told me to wait 3 years, but Mike took care of me where everyone else would not even talk to me or call me back like I was told they would.
I asked him if it was okay to post his info and he said he didn't have a problem with it. I would still recommend to go through support but if you get in a situation like I was in I would reach out to him to do the heavy lifting.
Mike MacDonald
Customer Care & Experience
Executive Referrals Manager
O: 586-274-8085
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