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Discussion Starter #1
Not an ideal first post, but I am hoping someone here will have some advice that will help me out.

My 2017 Ram with 47,000 miles that I bought new had the bottom end go out on Sunday while driving flat on the freeway at 65mph. The dealer said the main bearing on the connector rod went out, but I don't think they have taken the motor apart to confirm yet. They filed a warranty request to Chrysler to authorize a new motor Monday and today (Tuesday) I was told Chrysler denied the warranty request.The reason cited was that I had changed the oil at an interval of 10,170 miles for my second oil change which exceeded the 10,000 mile max interval. All oil changes were done at the dealer and all but that one were under the 10k mile interval. I was/am shocked to say the least that 170 miles over would even be considered as voiding the warranty.

The service manager does not seem interested in putting much effort in appealing the decision, but she indicated she would talk to her regional rep. I called the Chrysler Customer Care line and a friendly woman said she would look into my case and get back to me.

Does anyone have any experience appealing a warranty claim denial or have any helpful advice otherwise? The dealer threw out a figure of $28k for the repair. I cannot imagine having to foot that bill for a motor that clearly has an issue unrelated to my oil change.

Orion
 

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Not an ideal first post, but I am hoping someone here will have some advice that will help me out.

My 2017 Ram with 47,000 miles that I bought new had the bottom end go out on Sunday while driving flat on the freeway at 65mph. The dealer said the main bearing on the connector rod went out, but I don't think they have taken the motor apart to confirm yet. They filed a warranty request to Chrysler to authorize a new motor Monday and today (Tuesday) I was told Chrysler denied the warranty request.The reason cited was that I had changed the oil at an interval of 10,170 miles for my second oil change which exceeded the 10,000 mile max interval. All oil changes were done at the dealer and all but that one were under the 10k mile interval. I was/am shocked to say the least that 170 miles over would even be considered as voiding the warranty.

The service manager does not seem interested in putting much effort in appealing the decision, but she indicated she would talk to her regional rep. I called the Chrysler Customer Care line and a friendly woman said she would look into my case and get back to me.

Does anyone have any experience appealing a warranty claim denial or have any helpful advice otherwise? The dealer threw out a figure of $28k for the repair. I cannot imagine having to foot that bill for a motor that clearly has an issue unrelated to my oil change.

Orion
Did you get the the oil change indicator message prior to the 2nd oil change? The owner manual states you have 500 miles to perform the oil change after receiving the message.

From the owners manual:

Based on engine operation conditions, the oil change
indicator message will illuminate. This means that service
is required for your vehicle. Operating conditions such as
frequent short-trips, trailer tow, extremely hot or cold
ambient temperatures will influence when the “Oil Change
Required” message is displayed. Severe Operating Conditions
will cause the change oil message to illuminate more
frequently. Have your vehicle serviced as soon as possible,
within the next 500 miles (805 km).
Your authorized dealer will reset the oil change indicator
message after completing the scheduled oil change. If a
scheduled oil change is performed by someone other than
your authorized dealer, the message can be reset by
referring to the steps described under “Instrument Cluster
Display” in “Understanding Your Instrument Panel” for
further information.
 

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Discussion Starter #5
My oil change indicator turned on at 10,000 miles. They are pointing to the verbiage in the manual that says oil change intervals should not exceed 10,000 miles.
 

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I think the approach as suggested by 97hmcs is brilliant. Be calm, polite but stern. If they hold their ground, suggest that after review of all the documentation provided in the Owners manual and their decision is in contradiction to this information. As a result you will need FCA to provide their decision and their reason for denial in writing.
 

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I would ask the dealer to show you the Chrysler response. I have a hard time believing FCA would send such a response. It is ridiculous. I don't have a hard time believing a dealer would scam the system because they did not want to deal with it.

If you get into a real argument with FCA I would also make use of the plethora of oil test results posted on this site that show virtually all oil changed at nominally 10,000 miles is good for further service. Check them out.
 

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Discussion Starter #9
Thanks for the replies and the suggestions.

I made a trip in person to the dealership and learned the Chrysler regional manager recommend rejecting the warranty claim and directly attributed the engine failure to owner lack of maintenance.

I spoke with the customer care person again and they are elevating my case to a specialist.

When I get the chance to talk with someone besides the receptionist at Chrysler I plan on articulating the point made by 97hmcs about the 500 mile grace period as well as contest the idea that the oil change interval caused the engine failure. It seems particularly absurd since they haven't even dropped the oil pan.

Orion
 

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How did they know you exceeded 10K. Dealer records or did they download the info from the truck?
 

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There was a guy on the forum who lost his engine with just a few thousand miles over 100,000. I don't remember his exact mileage, it was somewhere between 102,000 - 106,000. Anyway, FCA split the cost with him for a new engine and install, which I thought was generous of FCA. Considering how often these engine failures occur, I can't imagine FCA denying it.
 

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Thanks for the replies and the suggestions.

I made a trip in person to the dealership and learned the Chrysler regional manager recommend rejecting the warranty claim and directly attributed the engine failure to owner lack of maintenance.

I spoke with the customer care person again and they are elevating my case to a specialist.

When I get the chance to talk with someone besides the receptionist at Chrysler I plan on articulating the point made by 97hmcs about the 500 mile grace period as well as contest the idea that the oil change interval caused the engine failure. It seems particularly absurd since they haven't even dropped the oil pan.

Orion
Maybe send an oil sample to Blackstone? Wear metals will be sky high however the additive package and TBN should still be good. Be there when they drop the pan and get a sample. Should demonstrate oil still has life per Howie's comment and our experience.

You control the sample and may have evidence oil life was good. Also call Rotella directly with issue asking for help...they should have test data demonstrating runs much longer than 10k and they are official.
 

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might try or demand talking to the owner of the dealership, i think they would have to prove the oil was the culprit, and the Blackstone report is great idea, try to get it all done quickly. Show up with a container to put oil in and tell owner what your doing and if that dont work i think a good lawyer would gladly take the case.
 

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Discussion Starter #17
might try or demand talking to the owner of the dealership, i think they would have to prove the oil was the culprit, and the Blackstone report is great idea, try to get it all done quickly. Show up with a container to put oil in and tell owner what your doing and if that dont work i think a good lawyer would gladly take the case.
I might do that although the oil change in question was between 8 and 18k miles and the truck now has 47k. My last oil change was about 3k miles ago.

I definitely will be in contact with a lawyer if I can't get it resolved alone.
 

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Thanks for the replies and the suggestions.

I made a trip in person to the dealership and learned the Chrysler regional manager recommend rejecting the warranty claim and directly attributed the engine failure to owner lack of maintenance.

I spoke with the customer care person again and they are elevating my case to a specialist.

When I get the chance to talk with someone besides the receptionist at Chrysler I plan on articulating the point made by 97hmcs about the 500 mile grace period as well as contest the idea that the oil change interval caused the engine failure. It seems particularly absurd since they haven't even dropped the oil pan.

Orion
Orion- Ref your following comment-"and learned the Chrysler regional manager recommend rejecting the warranty claim and directly attributed the engine failure to owner lack of maintenance." Did you see an email, a letter or anything personally written by the Chrysler manager saying this or did the dealer folks just tell you he said this. If you haven't seen something direct from the Chrysler regional manager I think it is important to insist on seeing exactly what he wrote and said. If nothing is in writing, text or email it is hard to know who said what. It also seems unreasonable to me that a $10,000-$20,000 warranty claim would just be decided by a telephone call.
 

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You don't happen have any details or contacts regarding that figure do you?
I do not. These are numbers that others on this forum have posted when they had to replace an engine on their dime. Vern worked out a deal with his dealer, but that was unheard of. I can't remember his price, but I'm thinking it was under 9K.
 

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Discussion Starter #20
Orion- Ref your following comment-"and learned the Chrysler regional manager recommend rejecting the warranty claim and directly attributed the engine failure to owner lack of maintenance." Did you see an email, a letter or anything personally written by the Chrysler manager saying this or did the dealer folks just tell you he said this. If you haven't seen something direct from the Chrysler regional manager I think it is important to insist on seeing exactly what he wrote and said. If nothing is in writing, text or email it is hard to know who said what. It also seems unreasonable to me that a $10,000-$20,000 warranty claim would just be decided by a telephone call.
I have not seen an email or anything in writing yet; so far it is second hand from the Service Manager and the receptionist at Chrysler Customer Care. I agree the initial decision seems to have been made very cavalierly.
 
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