That was a nice surprise

[Pop_Rivit]

Last summer we purchased a 2006 Durango to use exclusively for travel. The only issue that I've had so far is that, on some occasions, when the fuel tank is filled it will spit a little back right after the gas pump handle shuts off. I wasn't too concerned with it since it didn't happen too often. I did a bit of research and there's a "lifetime warranty" extended to this issue by Chrysler for a range if VINs, so I planned to take it in some time this winter when we weren't using it and have the repair done.

Today I filled out a request for information on the Dodge "Contact Us" web page. I wanted to make sure my VIN was covered under the warranty before I contacted the dealer. I entered my information and my question in the "What Can We Help You With" section, and pressed submit. I thought perhaps I'd receive an email in a day or so (which I would have been happy with).

About 15 minutes after I pressed submit my phone rang. I answered it and it was "Kristine" with Dodge. She had looked up my information and it was indeed covered under what she called the X48 extended warranty. She offered to give me a list of dealers in the area, and offered to contact one of them and have them call me to set up an appointment. I declined since I already know which dealer I'll use, but I was impressed with the quick response, the politeness, and the offer to help set up an appointment.

I didn't buy the Durango new-I purchased it from the first owner when it was 7 years old. I'm sure their records showed that my name wasn't the original owner, yet they responded just as quick as if I were. I hear a lot about car companies and problems that some folks run into with getting service, but I found this to be quite pleasant-it's the first time I've ever contacted a car company directly.

And as a side note the Dodge dealer that I use has always been extremely good as well. With all the negative press they sometimes receive I wanted to make sure they were noticed when customer service was excellent. Oh, and they have the parts, I have an appointment for next week, and they'll have a loaner car available if I want to use it.

 

[Rick in PA]

Nice.
That's so next time you buy new, it will be a Dodge.

But that's OK, it's good to hear of good customer service.

 

[volk06]

Originally Posted By: Pop_Rivit
Last summer we purchased a 2006 Durango to use exclusively for travel. The only issue that I've had so far is that, on some occasions, when the fuel tank is filled it will spit a little back right after the gas pump handle shuts off. I wasn't too concerned with it since it didn't happen too often. I did a bit of research and there's a "lifetime warranty" extended to this issue by Chrysler for a range if VINs, so I planned to take it in some time this winter when we weren't using it and have the repair done.

Today I filled out a request for information on the Dodge "Contact Us" web page. I wanted to make sure my VIN was covered under the warranty before I contacted the dealer. I entered my information and my question in the "What Can We Help You With" section, and pressed submit. I thought perhaps I'd receive an email in a day or so (which I would have been happy with).

About 15 minutes after I pressed submit my phone rang. I answered it and it was "Kristine" with Dodge. She had looked up my information and it was indeed covered under what she called the X48 extended warranty. She offered to give me a list of dealers in the area, and offered to contact one of them and have them call me to set up an appointment. I declined since I already know which dealer I'll use, but I was impressed with the quick response, the politeness, and the offer to help set up an appointment.

I didn't buy the Durango new-I purchased it from the first owner when it was 7 years old. I'm sure their records showed that my name wasn't the original owner, yet they responded just as quick as if I were. I hear a lot about car companies and problems that some folks run into with getting service, but I found this to be quite pleasant-it's the first time I've ever contacted a car company directly.

And as a side note the Dodge dealer that I use has always been extremely good as well. With all the negative press they sometimes receive I wanted to make sure they were noticed when customer service was excellent. Oh, and they have the parts, I have an appointment for next week, and they'll have a loaner car available if I want to use it.



I hope that dealer isn't dewey...

 

[beanoil]

Good for you, that makes Chrysler/Dodge batting .500 in my book. My 2012 T&C has had trans issues since day 1, with poor shifting, jerking on downshift, and hard shifting in econ mode to the point where the whole van jerks as the trans slams from 1st to 3rd. It was an off lease Enterprise car with 36,000 when I bought it, but still came with the remainder of the factory warranty. My local dealer has been useless, and contacting Chrysler by e-mail only resulted in a reply a week later indicating that if I had a problem to contact my dealer. And next time I'm in the market, it won't be another Chrysler/Dodge.

 

[Rand]

what dealer is it. if you like them that much might as well list em.

 

[antiqueshell]

Originally Posted By: beanoil
Good for you, that makes Chrysler/Dodge batting .500 in my book. My 2012 T&C has had trans issues since day 1, with poor shifting, jerking on downshift, and hard shifting in econ mode to the point where the whole van jerks as the trans slams from 1st to 3rd. It was an off lease Enterprise car with 36,000 when I bought it, but still came with the remainder of the factory warranty. My local dealer has been useless, and contacting Chrysler by e-mail only resulted in a reply a week later indicating that if I had a problem to contact my dealer. And next time I'm in the market, it won't be another Chrysler/Dodge.


When you buy cars like this you know you risk issues. It was abused by previous renters and Chrysler knows it.

What does that factory warranty say about abuse? It seems to me like Enterprise should be held responsible for the bill.

 

[Doog]

Originally Posted By: antiqueshell
Originally Posted By: beanoil
Good for you, that makes Chrysler/Dodge batting .500 in my book. My 2012 T&C has had trans issues since day 1, with poor shifting, jerking on downshift, and hard shifting in econ mode to the point where the whole van jerks as the trans slams from 1st to 3rd. It was an off lease Enterprise car with 36,000 when I bought it, but still came with the remainder of the factory warranty. My local dealer has been useless, and contacting Chrysler by e-mail only resulted in a reply a week later indicating that if I had a problem to contact my dealer. And next time I'm in the market, it won't be another Chrysler/Dodge.


When you buy cars like this you know you risk issues. It was abused by previous renters and Chrysler knows it.

What does that factory warranty say about abuse? It seems to me like Enterprise should be held responsible for the bill.


It's under warranty...so your abuse claim is invalid. You or Chrysler has no proof that the van was abused. They however are required by Federal law to honor their warranty. Period.

 

[sciphi]

Good on Chrysler for making sure your vehicle got taken care of.

 

[Hootbro]

Originally Posted By: Doog

It's under warranty...so your abuse claim is invalid. You or Chrysler has no proof that the van was abused. They however are required by Federal law to honor their warranty. Period.


Federal Laws are meaningless unless they are willing to be enforced. Did you contact the FTC to lodge a complaint? Is there a arbitration process for your warranty with Chrysler?

Warranty issues aside, will you recommend or get another fleet/rental vehicle in the future?

 

[Doog]

Originally Posted By: Hootbro
Originally Posted By: Doog

It's under warranty...so your abuse claim is invalid. You or Chrysler has no proof that the van was abused. They however are required by Federal law to honor their warranty. Period.


Federal Laws are meaningless unless they are willing to be enforced. Did you contact the FTC to lodge a complaint? Is there a arbitration process for your warranty with Chrysler?

Warranty issues aside, will you recommend or get another fleet/rental vehicle in the future?


I would first try 2-3 other dealers and document your attempts. If they refuse, contact your State Attorney General's office and not the Federal Trade Commission.

 

[Pop_Rivit]

Originally Posted By: volk06


I hope that dealer isn't dewey...


No. I'll run it out to Granger Motors.

Back when Dewey was downtown and a Ford only dealer my father took his pickup there to have the oil changed and the chassis lubed (I don't remember why because he usually changed his own oil). The filter that was on it was an off-brand, something a dealership service department would never use. He also banged it up when he put it on (typical for my dad). If I remember correctly it was a mid-70's vintage Ford 3/4 ton, so this would have been around 1979 or 1980.

After it was serviced he brought it home, opened the hood and realized that the filter hadn't been changed. He dragged himself under the pickup and looked at a couple of the grease zerks-they were still covered with road dirt and grime. He was not at all pleased since he had been charged for an oil/filter change and a chassis lube.

On a side note-if you remember where Dewey's used car lot and service center were located when they were downtown, the software company that I owned I started in the complex just north of there in the 700 block of E. 4th street. We moved into a larger building in Ames in 1980 but our roots were downtown Des Moines.

It was a different world back then.

 

[threeputtpar]

It's always good to hear about a positive experience with a car manufacturer or dealer, but I think the reason that your call was handeled in this manner is that it has to do with a major fire/safety issue. They are petrified that some day your Durango will explode while you are filling it up and your next of kin will sue them for 100 billion dollars.

 

[jeepman3071]

Anyone know what the fix for this is? I've seen similar issues on the Chevy Equinox.

 

[Pop_Rivit]

Originally Posted By: jeepman3071
Anyone know what the fix for this is? I've seen similar issues on the Chevy Equinox.


As I understand it there's a check valve in the fuel filler tube that doesn't work as it should. Not all the time, (it seems to be temperature sensitive) but on occasion when it's filled up to the point that the pump handle automatically shuts off a small amount of fuel will burp (or spit back) out the fuel fill hole.

 

[volk06]

Originally Posted By: Pop_Rivit
Originally Posted By: volk06


I hope that dealer isn't dewey...


No. I'll run it out to Granger Motors.

Back when Dewey was downtown and a Ford only dealer my father took his pickup there to have the oil changed and the chassis lubed (I don't remember why because he usually changed his own oil). The filter that was on it was an off-brand, something a dealership service department would never use. He also banged it up when he put it on (typical for my dad). If I remember correctly it was a mid-70's vintage Ford 3/4 ton, so this would have been around 1979 or 1980.

After it was serviced he brought it home, opened the hood and realized that the filter hadn't been changed. He dragged himself under the pickup and looked at a couple of the grease zerks-they were still covered with road dirt and grime. He was not at all pleased since he had been charged for an oil/filter change and a chassis lube.

On a side note-if you remember where Dewey's used car lot and service center were located when they were downtown, the software company that I owned I started in the complex just north of there in the 700 block of E. 4th street. We moved into a larger building in Ames in 1980 but our roots were downtown Des Moines.

It was a different world back then.



Good to hear that. I've heard theyre pretty good and think I'll be checking them out when its time to get rid of the focus. especially since theyre only 10-15mins from me now.

I've had too many bad experiences at Dewey to want to go back....

 

[antiqueshell]

Originally Posted By: Doog

It's under warranty...so your abuse claim is invalid. You or Chrysler has no proof that the van was abused. They however are required by Federal law to honor their warranty. Period.


Except if Chrysler can prove it was abused at some point, which I would put money on it considering it is a rental car.

If I were you I would take it back to Enterprise and have them deal with it. What is the warranty you have under your sale agreement with them. It should cover this kind of issue, since they sell rental units all the time and has to be a somewhat common occurence.

 

[Doog]

Originally Posted By: antiqueshell
Originally Posted By: Doog

It's under warranty...so your abuse claim is invalid. You or Chrysler has no proof that the van was abused. They however are required by Federal law to honor their warranty. Period.


Except if Chrysler can prove it was abused at some point, which I would put money on it considering it is a rental car.



Please explain how they would "prove" that. They are bound by Federal law to honor their warranty. If dealers could simply say "You abused the car" and skip out on the warranty..they would never honor any claims.

 

[Merkava_4]

Wow!! I can see that kind of customer service with a Rolls Royce, but a Dodge?

 

[Hootbro]

Originally Posted By: Doog


Please explain how they would "prove" that. They are bound by Federal law to honor their warranty. If dealers could simply say "You abused the car" and skip out on the warranty..they would never honor any claims.


So what have you done to exercise this "Federal Law" you keep repeating? Not saying you are incorrect in that there is Federal laws against unwarranted denial of warranty claim, but do you understand what it takes to force Chrysler to honor their warranties?

People like to throw it out there that manufacturers have to honor warranties but there is very little in terms of some "G-men" with badges showing up at Chrysler corporate to make someone give you warranty redress that has been denied. In cases of mass fraud, the FTC can pursue directly against a manufacturer, but the reality is that for one-offs, you are going to actually have to bring suit in a Federal court on your dime to get resolution. That is where Chrysler will break you because most owners cannot afford the legal cost to pursue it at a individual level.

As someone else mentioned, your best bet most times is to pursue it at a state level if their is violation of state consumer law and not at the Federal level because it will just languish there before getting any traction in a Federal court.

 

[antiqueshell]

The OP should go back to the seller and tell them to address the situation, I would bet that the car was damaged by previous rental drivers and the accelerated wear has now appeared in malfunctioning of the trans.

Doog, go back to Enterprise and have them fix the vehicle, or at least have them deal with Chrysler. They were the ones that sold you the vehicle let them deal with it.