Warranty Denied Due to Modifications

[Sweetums]

IF you modify the suspension with a non mopar or Jeep Gear part, it's not jeep responsibility or mandate to warranty the suspension.
The dealer probably just doesn't wanna touch a modified suspension for a warranty claim in case they get asked to submit photos and end up eating the labor because it shouldn't be covered .

personally, if they fit a Mojave (and Im happy to ask on your behalf if you want) id strongly consider switching to sumo spring bumpstops instead of paying to rebuild the Mojave stuff. rather than doing hydro bumps in the rear of mine I got sumo springs and I think they are outstanding. I'm very likely going to switch out the Radflo hydro bumps in the front of mine for them as well

Not according to the law, the dealer/manufacturer has the burden of proof that the modification caused the problem.

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[MikeNH]

Not according to the law, the dealer/manufacturer has the burden of proof that the modification caused the problem.

Magnusson-Moss does not apply to extended warranties which are technically service contracts in the eyes of the law. They can approve or deny coverage at their discretion.

 

[Hootbro]

AEV doesn’t buy their jeeps directly from Jeep. They buy them from dealers, bolt parts to them, and have dealers sell them to customers. Jeep has little or nothing to do with them.

To some extent. Jeep does have direct business relationship with AEV. They have in the past contracted AEV to run pre-production test mules for testing and engineering consulting. It is because of that, AEV products have that "OEM" quality to their Jeep application product. AEV has done similar for GM also.

What Jeep does not have, is say how what AEV does and sells their in house conversion vehicles and you are right, they buy their base vehicles from the dealership network but I would imagine it is more at fleet sales pricing.

 

[Pots&Pans]

For the record, but don’t think it matters much, this was a 2” AEV spacer lift, installed by a shop, after the Jeep was purchased new.

2” spacer, 2” bump stop extension, 2” shock extension. It all works around the jounce.

Again, not disagreeing with the decision to deny the claim. Was just looking for feedback on if it’s worth it to bring it to another dealer. That along with some of the other feedback I’ve received means I’m going to give it a shot and report back here.

 

[sharpsicle]

For the record, but don’t think it matters much, this was a 2” AEV spacer lift, installed by a shop, after the Jeep was purchased new.

2” spacer, 2” bump stop extension, 2” shock extension. It all works around the jounce.

Again, not disagreeing with the decision to deny the claim. Was just looking for feedback on if it’s worth it to bring it to another dealer. That along with some of the other feedback I’ve received means I’m going to give it a shot and report back here.

The big question for me is to know what caused the failure. Do you want to go through the hassle of bouncing through dealers to get them replaced just to have them fail again? Not saying that will happen, but it's worth considering that there may be a root cause here that OEM replacements won't solve.

If you have an idea as to why they failed, that would really help answer that question.

 

[Jrgunn5150]

So, this is what anyone corporate sees when they plug your VIN into the system, this is my own Jeep.

Right away we took it in and had it realigned, and this is the note in there.

At the top, under the VIN, you can see every time it was ever at the dealer next to the "claims"

Most recently, for an oil change, (note nothing mentioned about it not being on time )

I would imagine OP's dealer has been burned submitting claims they shouldn't have, and flatly refused before they got anywhere near this system.

Just going across town will probably solve it.

 

[WILDHOBO]

IF you modify the suspension with a non mopar or Jeep Gear part, it's not jeep responsibility or mandate to warranty the suspension.
The dealer probably just doesn't wanna touch a modified suspension for a warranty claim in case they get asked to submit photos and end up eating the labor because it shouldn't be covered .

personally, if they fit a Mojave (and Im happy to ask on your behalf if you want) id strongly consider switching to sumo spring bumpstops instead of paying to rebuild the Mojave stuff. rather than doing hydro bumps in the rear of mine I got sumo springs and I think they are outstanding. I'm very likely going to switch out the Radflo hydro bumps in the front of mine for them as well

I happen to like my IFP hydro bumps from Fox, but they are another maintenance item. In fact they’re being rebuilt as we speak because of bad seals. Free under warranty, but just one more thing to potentially fail. But once you trim your jounce tubes, you’re committed.

 

[WILDHOBO]

To some extent. Jeep does have direct business relationship with AEV. They have in the past contracted AEV to run pre-production test mules for testing and engineering consulting. It is because of that, AEV products have that "OEM" quality to their Jeep application product. AEV has done similar for GM also.

What Jeep does not have, is say how what AEV does and sells their in house conversion vehicles and you are right, they buy their base vehicles from the dealership network but I would imagine it is more at fleet sales pricing.

Agreed. Good point. And I’m sure you’re right that they’re getting better pricing than non-commercial customers. I just don’t like their business model. I called them once to see what options there were for builds. It was a pretty disappointing conversation. They’re spending maybe 8 hours upgrading a vehicle with a couple thousand in medium quality in-house parts, and they’re selling them at prices that should provide a higher quality build with more options. One example, they had no options for skid plates or rock sliders. Just my opinion, but I think they’re getting mad cash for lazy builds.

 

[shawnebell]

The Magnuson–Moss Warranty Act protects you, the consumer, from nonsense like this. If the dealer won't honor the factory warranty they have to prove that the failure was due to the aftermarket part.

Also, aftermarket parts manufacturers and installers have a "shadow warrranty" that covers their parts and install, and, theoretically, any damage done that was caused by the failure of their parts or the incompetence of their installers.

I'd recommend heading over to another dealership and trying your luck with them. If that doesn't work, contact whoever installed the parts (if it's not you), and try that. If that doesn't work ... well, this is a GREAT opportunity to upgrade!

 

[WILDHOBO]

The Magnuson–Moss Warranty Act protects you, the consumer, from nonsense like this. If the dealer won't honor the factory warranty they have to prove that the failure was due to the aftermarket part.

Also, aftermarket parts manufacturers and installers have a "shadow warrranty" that covers their parts and install, and, theoretically, any damage done that was caused by the failure of their parts or the incompetence of their installers.

I'd recommend heading over to another dealership and trying your luck with them. If that doesn't work, contact whoever installed the parts (if it's not you), and try that. If that doesn't work ... well, this is a GREAT opportunity to upgrade!

While you’re of course right, it’s probably less effort to find a different dealer and give that one a bad review.

 

[Noeyes]

https://en.wikipedia.org/wiki/Magnuson–Moss_Warranty_Act

Federal law sets forth requirements for warranties and contains a number of provisions to prevent vehicle manufacturers, dealers and others from unjustly denying warranty coverage. With regard to aftermarket parts, the spirit of the law is that warranty coverage cannot be denied simply because such parts are present on the vehicle, or have been used (see Attachment A). The warranty coverage can be denied only if the aftermarket part caused the malfunction or damage for which warranty coverage is sought. Disputes in this area usually boil down to arguments over facts and technical opinions, rather than arguments over interpretations of the law.

Determine the True Cause of the Problem

If possible, attempt to independently verify the accuracy of the claims made by the dealership. The manufacturer of the aftermarket part may be helpful to you in providing a technical assessment of the problem. If there is a reasonable possibility that the aftermarket product caused the problem, it may be best to try to reach a compromise. If, however, it is clear that the aftermarket product is unrelated to the problem, you should attempt to gather as much information as possible to support your claim. Useful evidence might include photos, copies of relevant service information, records of prior repairs performed under warranty, or the objective written opinion of a qualified third party (with relevant experience, accreditation, etc.).

Try to Work it Out With the Dealer

Once prepared with the appropriate support information and a basic understanding of the law, present the facts to the dealers service manager and make an effort to resolve the situation. Keep the discussion objective and professional. Make sure to take notes of any significant claims or explanations made by dealership personnel and try to obtain a written explanation if possible.

If discussions with the service manager do not bring about a resolution, speak with the owner of the dealership. Many problems can be resolved at this level. If there is a known pattern failure which matches your problem, be sure to bring this to the dealer's attention. The dealer is able to obtain reimbursement from the vehicle manufacturer under such circumstances. If there is no pattern failure, but other evidence that exists contradicts the dealers conclusion, be sure the dealer is made aware of it. Also explain that you are aware of your rights under EPA's emissions warranty and the Magnuson-Moss Warranty Act. Again, if there is a reasonable possibility that either the aftermarket product or its installation could be the cause of the problem, your best bet is to suggest a compromise with the dealer. In many cases, presenting an objective technical assessment and a basic understanding of the law will do the trick.

However, if you believe that you are entitled to warranty service, but the dealer disagrees, you can take other steps to seek a resolution to the dispute.

Get it in Writing

If a dealership denies warranty coverage, they should be willing to do so in writing. Have the dealer describe the failure which is causing your problem AND how the dealer believes the aftermarket product installed is responsible for the problem. Keep an accurate log of all contacts and correspondence in addressing the warranty denial.

Contact the Vehicle Manufacturer's Zone Representative

If a car manufacturer backs your warranty, and you have a dispute with the dealer about either service or coverage, contact the local manufacturer's representative. The local or zone representative has the authority to adjust and make decisions about warranty service remedies or repairs to satisfy customers.

Some manufacturers are also willing to repair certain problems in specific models free of charge, even if the manufacturer's warranty does not cover the problem. Ask the zone representative or the service manager if there is such a policy.

The procedure for contacting your zone representative is usually provided in the vehicle owner's manual. This information can also be obtained from a dealer, or by calling the manufacturer's customer service number, as listed in the carmaker's owner's manual. Present your case to the zone representative. Be sure to indicate how the dealer responded to your information, especially if dealership personnel were notably uncooperative, etc. Once again, be sure to get as much information in writing as you can; request that any determinations or actions which are promised by the zone representative be confirmed by a letter or a fax.

Contact the Vehicle Manufacturer Directly

You may find that contact with the zone representative does not achieve resolve of the matter. If you are still not satisfied, the next step is to contact the vehicle manufacturer directly. Most carmakers maintain a contact office or a special department that is responsible for dealing with warranty issues (see Attachment B).

Using the information you have gathered and any additional information you may have to supplement your case, forward a letter directly to the vehicle manufacturer's customer service office (sometimes called dispute resolution board or something similar). Be sure to explain your situation in detail and in a logical, easy-to-understand manner. Provide as much detail as you can about your contacts with the dealer and the zone representative. Do not hesitate to state if you felt you were treated improperly or unfairly by either. The vehicle manufacturer will almost always respond to you with a letter; sometimes promptly, sometimes not. Again, be sure to retain all correspondence in case you need it for future use. Generally, the vehicle manufacturer has the greatest interest in ensuring your satisfaction; they want you to remain loyal to their brand. As such, they will likely make a good-faith effort to resolve the issue particularly if there is a known pattern of similar failures. If there is a request for any additional information, be sure to keep a record of what you send. If the manufacturer should still decide against you, make sure that their refusal letter provides an explanation of how they believe the aftermarket part caused the problem.

Beat me to it.

 

[shawnebell]

IF you modify the suspension with a non mopar or Jeep Gear part, it's not jeep responsibility or mandate to warranty the suspension.

That is not exactly true. The Jeep warranty covers the factory parts that weren't modified unless it can be proven that the modification resulted in the failure. A dealership cannot just deny a claim because they want to deny a claim. In most cases, warranty claims net the dealership income from the manufacturer.

 

[Hootbro]

Agreed. Good point. And I’m sure you’re right that they’re getting better pricing than non-commercial customers. I just don’t like their business model. I called them once to see what options there were for builds. It was a pretty disappointing conversation. They’re spending maybe 8 hours upgrading a vehicle with a couple thousand in medium quality in-house parts, and they’re selling them at prices that should provide a higher quality build with more options. One example, they had no options for skid plates or rock sliders. Just my opinion, but I think they’re getting mad cash for lazy builds.

Just my opinion, but AEV's business model for their conversions is for people that want a basic turn key and not so much for enthusiast who can piece together better for less.

 

[WILDHOBO]

Just my opinion, but AEV's business model for their conversions is for people that want a basic turn key and not so much for enthusiast. who can piece better for less.

Agreed.

 

[shawnebell]

Just my opinion, but AEV's business model for their conversions is for people that want a basic turn key and not so much for enthusiast who can piece together better for less.

I disagree.

AEV's business model is to supply a complete system that works within warranty parameters and meets the needs of the vast swath of enthusiasts who want a turn-key warrantied package that they can take to a single dealership for service rather than a laundry list of parts that may or may not work well together from varying aftermarket suppliers who may or may not be in business if a part fails and someone dies because of it.

While the hodgepodge approach works well for the "enthusiast who can piece together better for less" that percentile of owners accounts for almost a rounding error when compared to the number of vehicles produced and those vehicles that were modified beyond lightbars and wheels.

We might be able to assemble a great package - and some of use can install these parts - but the average consumer who may not even hit a fire road during their ownership tenure are the target market for companies like AEV.

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