Warranty Issue-Where to go from here?

[daustin]

Back in May, 2024, while I had my truck in for the HPFP recall, I asked them to check a rattling I was having in my headliner near the dome light in the back. It has a horrible rattle anytime I shut a door, or when the music is playing with any kind of bass.

At that time, my truck was still under the 3/36 new vehicle warranty. When I picked my truck up, the service advisor said the technician diagnosed the rattling and had to order a part that was on backorder; they were to call me when it came in to schedule it for repair

My 3/36 warranty expired in 11/24, with 21,000 miles on the truck.

Fast forward to last week, i didn't ever receive a call so I went to the dealership to inquire about the status of the special order part and was told that it never came in. The service advisor now said that due to the lapse in time and the expiration of my 3/36 warranty, I would have to pay the dealership to diagnose it again because the tech that diagnosed it and the service advisor were no longer there. Once diagnosed I could submit under my MaxCare warranty to see if it would be covered. He also said the part was no longer on backorder and he could have it in 3-5 days.

I said I wasn't going to pay for diagnosis when I had it in there in May 2024, while it was well within the 3/36 warranty, so the service advisor suggested I call Stellantis to open a claim to see if they would good-will it under warranty. I opened a claim with Stellantis and the rep told me that there was nothing they could do and that the dealership would have to good-will it. She further said that she would call the service manager to see if they could help me out. I just received a phone call from Stellantis saying they have tried to reach the service advisor, but they have not been able to.

I find it hard to believe that Stellantis AND the dealership are going to deny this warranty claim when it was diagnosed under warranty and through no fault of my own, the parts did not come in. What am I missing here? What else can I do?

 

[TCP]

Talk with the dealership and suggest an option to resolve the headache for everyone: the customer pays for the part at cost (not with any markup), and the service department covers the installation. That way they aren't out any money, and they have a happy customer after the dealership accidentally let it slip through the cracks.

I don't know how much this part costs, but is it worth the headache of trying to drag it out?

 

[Paul B]

I feel for ya....I've had a warranty issue going on almost one year!!!
Paul B

 

[dajogejr]

I would ask the service manager since that advisor and tech are no longer there, if you, and the rest of the customers that work done by either, can get a full refund…
When they scoff, tell them that’s how you feel..

In all seriousness. They ordered a part under warranty. It’s documented. They should honor it and you shouldn’t have to pay a dime…

That being said..if a part was ordered back in May of 24, I’d also have on record calls/inquiries made, possibly on a monthly basis as well. They ordered it, it never came in, it’s not your responsibility to make sure they follow up with their direction.

I wouldn’t go postal, but I’d have a very nice, firm, “Dad voice” discussion with the service manager and possibly go over his head. That’s just not right in any way.

 

[HemiDude]

Sounds like it is time to reach out to the GM at that dealership, or the owner, whoever is easier to get a hold of. Maybe start with an in-person visit to the service lobby, on a busy day, and ask the SM in front of other customers how they would like to handle it from there.