DENIED AGAIN

They called me and denied any financial assistance.

Still havent heard from Chrysler. I am signing to get my jeep fixed tomorrow.

I will have to continue the fight with chrysler after since they are dragging out this situation. 2 months no jeep.

No response from Mr Thorton head of customer operations at Chrysler.

Sent certified binder with information last week. No response.

Spoke to dealership general floor manager on friday. He said I would get a call back from Service department general manager. No call back.

Received a call from Customer Service today.

They said they "re-submitted" the information I gave them. I will wait until further notice from them.

Received a call from "Justin" customer service case manager.

Justin understood the documents that I sent in again and said he would make sure that Tuesday of next week they would recommend looking at them again. He agreed that I had all the documentation that should make a difference he said. He also said that he could not guarantee it would be reviewed.

This is what I have been saying the entire time that I have averaged an oil change every 5,500 miles. He even calculated this over the phone looking at my documents.

Heather service supervisor at Chrysler forwarded my information and still has not heard from her internal resources yet about reviewing.

Spoke to GM of dealership today and he passed me over to Chris Nickerson manager of service director Dennis Miller.

Spoke to GM of dealership today and he passed me over to Chris Nickerson manager of service director Dennis Miller.  I will wait to see what they say by monday.

I have begun to tweet this story to Chrysler

I have now started Tweeting to get to the proper individuals since I am not getting anywhere through the dealerships and hard stops at customer service.

Quote "They have no access to internal resources who reviewed this case".

Sent certified mail binder with receipts to Head of Customer Operations.

Sent certified mail binder with receipts to Head of Customer Operations. - Awaiting response -

Called customer service (5th time)

Just called customer service (again) and they said they can put in "A REQUEST" to have the supervisor on this case call me back. I asked for the legal department and she said she does not have that information available. I then asked if customer service has that number she repeated the same thing.

Agent: Theresa.

The Story -

I have had an unfortunate situation with my Jeep wrangler that has now escalated into me writing this blog to the public to get resolution and accountability from Chrysler.

I purchased my 2011 Jeep 3 1/2 years ago brand new with 13 miles on it. Recently I had a pinging sound in my engine that I immediately took into the dealership that day to see what was wrong.

I was called by the service department asking my permission to dis-assemble the engine in order to diagnose the problem. This would cost me $1700 which I had to agree to for warranty issues.

I was told after they took the engine apart that there was a bearing issue and the diagnosis was “Lack of lubrication of the bearings” caused damage and could have started a long time ago. The estimate to fix this (enclosed) is close to $7,000!

I was told by the dealership to produce all the maintenance records that I could find to prove that I had all my oil changes and maintenance done in the last year. I spent two weeks gathering all this information to fill in all the gaps that showed I did exactly what was recommended in the owners manual and exceeded the number of oil changes.

As you will see I had a total of 11 oil changes in 3 years at the intervals in the chart I provided which is more than sufficient for a new car. There was never a lack of lubrication that caused this damage and the bearings clearly had a defection.  I had never once had a problem with this car other than a low air in tire warning light and a interior console lock problem. 

I was denied the claim twice by the Chrysler representative that reviewed the case. The first time was because the lack of ALL maintenance records. I went and researched everywhere I took the jeep for oil changes and filled in the gaps and resubmitted with the advice from the service advisor that this could be the “Game changer”.

The Chrysler representative came out and took pictures and denied again citing “Lack of lubrication of the bearings”.

I then escalated to calling Chrysler talking to customer service agent “Katie” which then reviewed the case and escalated to her case supervisor Sarah. I received a call back from Sarah a day later and I talked to her regarding the situation. She followed up and called my dealership and talked to the service advisor who told her that the representative denied any claim and why. Sarah then told me to send her all my documentation via a special link on Chrysler's web site.

I sent a link to her with all the files (receipts) for this that I uploaded on a server for her to download since they can only receive 5mg of files on the web site. She called me back citing that “Internal resources” have denied any claim and that there was nothing they could do. I asked her if she reviewed the evidence of my oil changes and she said nothing was sent to her. She then told me she was not allowed to download my files from outside of the system.  I understood that.

I then escalated to her supervisor “Heather” to review, she promptly called me back the next day and told me that they have no direct communication with anyone that reviews these cases and that the case was denied prior to them receiving any information. At  the end of the conversation as I started to push her she then said “Send me the information you have and I will email the representative that denied the case”.

I of course understand the bureaucracy but was very disappointed in the fact that I have had to jump through this hoop when I was clearly told that they had no way to solve this issue outside of their department but then told me they could “email” the person with no “guarantees” that they will review.

All the phone call recordings can validate what was said. My issue is this. I bought this Jeep and put over $10,000 dollars into it and kept it in prefect condition with no problems what so ever. I never once had a warning light, never once ran low on oil and properly lubricated it more than instructed. 

I spoke to my dealerships service director and also service directors from 4 other dealerships from the advice of the first customer service representative. Each director was helpful but they all said that this is a Chrysler issue and did not know why I was told to contact dealerships. I also spoke to my mechanic who completely agrees with he fact that this bearing issue was faulty not due to lack of lubrication but a defect since he did a portion of the oil changes himself and has seen it before.

As you can see with the chart I provided that I did lubricate the vehicle more than the recommended amounts and never high mileage between them. I have never had an oil leak either so it is impossible this situation was due to lack of lubrication by me.(enclosed odometer readings).

If I get the work done on this car and it happens again I am not covered by Chrysler which is extremely unfortunate and I cannot take this risk. I will be forced to fix it and then sell the car which would be horrible. 

Enclosed is the estimate that the Chrysler representative has denied which I believe needs to be reviewed by their superiors to see my dilemma and see that this is not a consumer issue but a fault in the car itself.  I am not one to escalate situations or gripe like this and I have had many cars and restored many with care. $7,000 for a new engine when I never once had a warning light and kept this car in prime condition is too hard to swallow especially for a 3 1/2 year old car.

I would appreciate if Chrysler could respond to me with a solution that both benefits Chrysler as a company and a me as a valued Jeep consumer so I will not have to sell this car. A warranty is to help the consumer and drive us into buying from your corporation, when this is not honored and you make it nearly impossible to get a solution you do not care about your customers.

ALL DOCUMENTATION AND PROOF OF OIL CHANGES HERE.

My Wrangler 3 months ago 2015