Being denied warranty work because I didn't buy there

[JW Jeep]

I was on the phone with a particular dealer, and I asked them specifically, so if I didn't buy my vehicle there, you won't do this warranty work, is that right, the guy on the phone said unfortunately yes. The reason he said, whether true or not, was because they were backed up over a year for this work.

Funny thing was that they had just replaced my wife's transmission in her non Wrangler under warranty within a week, which included getting an appointment, then dropping it off and looking at it same day (Monday) and having it ready to go by Friday.

I'm even willing to be bought out of hood coverage if they give me MSRP of a new hood. It's not like they can't track that in their system like they do with other people's warranty restrictions or denials. Even though they violate Magnus Moss act in some situations like voiding corrosion when using non spec oil.

we ran into this in the 80s and 90s. That’s when the big 3 were actually American owned. Dealers we’re trying this and back then they were warned that they would loss there frAnchises if continuing this practice. They could put you off for a reasonable length of time however but nothing crazy like today. I was a manager at dealerships for over 40 years. The Auto makers do not seem to care anymore and over see the dealerships like they used too. Paint and body work was a tough nut to crack and hard to meet their labor times to repair !! Subletting to out of house body shops didn’t want the work either for what was allowed. we often absorbed the cost to make and keep customers ! However today is a whole different ball game.

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[Maximus Gladius]

Even though they violate Magnus Moss act in some situations like voiding corrosion when using non spec oil.

Up here in Canada, this act does not apply in our courts.

 

[sharpsicle]

...I brought it into a dealer to get it warranty replaced. I was told it would be about January when I brought it in in September. They have never called with any info about getting an appointment. I have left a dozen or so messages with zero response...

I'm going to ask this again, simply because I don't want you to pass up on a potential solution. Did you ever stop back in at this dealer and make an appointment? Or have you simply been assuming that messages you leave have been making their way to the right spot?

You may get exactly what you're looking for simply by popping in, and since they were your first stop I'm assuming they aren't too far out of the way.

 

[BigLizzard]

I'm going to ask this again, simply because I don't want you to pass up on a potential solution. Did you ever stop back in at this dealer and make an appointment? Or have you simply been assuming that messages you leave have been making their way to the right spot?

You may get exactly what you're looking for simply by popping in, and since they were your first stop I'm assuming they aren't too far out of the way.

The dealer that doesn't respond, well I went in there, and Paul gave me his card.....the number is right, the voicemail says its the same person. Ive even spoken to someone who says they'll have paul call back. Since I travel for work almost 90 percent of the time, its not as simple as just popping in. Since I don't travel next week, I plan to go there and be pretty grumpy about it.

All that still doesn't excuse being told that since I didn't buy a vehicle somehwere, they won't do warranty work

 

[sharpsicle]

The dealer that doesn't respond, well I went in there, and Paul gave me his card.....the number is right, the voicemail says its the same person. Ive even spoken to someone who says they'll have paul call back. Since I travel for work almost 90 percent of the time, its not as simple as just popping in. Since I don't travel next week, I plan to go there and be pretty grumpy about it.

All that still doesn't excuse being told that since I didn't buy a vehicle somehwere, they won't do warranty work

Oh no, I agree.

I just wanted to see if there was a way to put your energy into a situation that might actually work out, rather than one that is obviously a brick wall.

 

[Rummie]

This is unfortunately common with the corrosion issues. There is a fast growing Facebook group with nearly 11,000 members full of horror stories. Dealers are not being incentivized well enough to want to do the work. Generally only dealers with their own body shop are likely to do it. The group is called Jeep JL Corrosion Warranty Resource Information if you want to check it out.

 

[Hootbro]

Unfortunately, that is just the way some dealerships work. They will prioritize their service work usually as:

1. Paid full shop rate customer work
2. Warranty work for customers bought at the same dealership
3. Warranty work for customers who bought elsewhere.

Does not make it right, but dealerships have control of who they see first and when. While the dealership franchise agreement with FCA/Stellantis may say they have to accept all presented warranty work, FCA/Stellantis cannot really move the needle much to make a particular dealership abide by it.

At the end of the day, if your actually force the hand of the dealership refusing the work now to accept, do you really have faith they will do an acceptable and quality repair?

 

[kb5zcr]

I hope I never run into that issue, I bought my jeep at Gupton, over 800 miles away.

 

[ShadowsPapa]

Around here, you can schedule online. You get the first appointment that's open. (unless you are picky about a specific service advisor) - if you select "any available", you get whatever is available, first come, first served.

They don't seem to give a rip about whether or not you bought there - in fact, one smaller dealer will get you right in no matter where it was bought and then explain how you should be doing business there as they'll take good care of you.
I've taken multiple vehicle in that were never bought from either of the two dealer shops I've dealt with and they just don't seem to care when you make that appointment. One even did some stuff for free when I suggested "another place messed up". I should have been charged for the work.

I don't think they're made from aluminum based on the thickness of the metal

Thickness? Why would that matter?
Doesn't matter - they are an aluminum alloy.
Stick a magnet to it - if you can..........
Mojave hood is heavier - steel, but the rest (Rubicon, Sport, Overland) are aluminum.

 

[ShadowsPapa]

This is unfortunately common with the corrosion issues. There is a fast growing Facebook group with nearly 11,000 members full of horror stories. Dealers are not being incentivized well enough to want to do the work. Generally only dealers with their own body shop are likely to do it. The group is called Jeep JL Corrosion Warranty Resource Information if you want to check it out.

A collision center/body shop can make far better money doing insurance-covered repairs rather than warranty work.
The repairs on these under warranty, done to FCA requirements, takes time. That same time can be spent on a collision damaged vehicle where they can charge their full rate and get paid instantly by the insurance company..
There are quite a few shops now that won't even do work on cars like I have - they can't afford to and then wonder if the customer will even pay or agree to the costs.

One independent shop said outright - no more, we only do collision work, not repaints, etc. - what's covered by insurance. That came from the shop owner.

 

[PuddleJumper]

I have some rust bubbles on my hood. I brought it into a dealer to get it warranty replaced. I was told it would be about January when I brought it in in September. They have never called with any info about getting an appointment. I have left a dozen or so messages with zero response. I decided to call another dealer to see if they would have work done on warranty. I got told they wont accept anyone if they didn't buy from them originally. I then got on a chat with an agent with Jeep Wave. I was told I would have a specialist reach out to me within 24 hours.....and that didn't happen. My original dealer is across the state, so its not like its just something I can just drop off and pick up at leisure.

Im pretty irate at this whole experience. I am also given this line from two dealers that yeah, Im under warranty now, but thankfully when I would likely get the work done I would still be under warranty because I would not have gone over miles. What kind of bs is that. I am putting in a warranty claim now, the miles/time at the time of the actual work should never be a factor if you are delaying me getting work done.

WTF is jeep/fca thinking. This has really soured me on ever buying anything new from this company ever again.

WYA? I got a couple dealers i could recommend if your close to em?

 

[SoK66]

A franchised dealer can't deny warranty service because an owner did not buy from them. First, contact Jeep Cares and report the matter to them. It is a violation of their franchise agreement to deny service for this reason. If that doesn’t get some action contact your State attorney general's office.

 

[Wildtoad]

I think part of the issue is warranty work reimbursement rates are low, too few technicians available to do the work, and the mindset their customers come first, retail customers (non warranty work) come second and non sales customer warranty work comes last.

This is a real issue in the RV world as well.

 

[RHINO79]

Hopefully in addition you didn't get the extended warranty with the willingness to help you out.

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