As of 02/07/2017 FCA has provided no resolve, no buyback, no replacement option. Customer has been strung along with FCA Case Management over the past month. Customer provided MOPAR Certified Laser Frame Measurement results evidencing the following frame issues on 01/05/2017.
FCA CASE #30716558 / #30876695. SHARK BLACKHAWK LASER FRAME INSPECTION FROM MOPAR CERTIFIED TECHS SHOWS FRAME MEASUREMENTS OUT OF FACTORY SPECS. 5 SECTIONS OUT OF FACTORY SPEC ARE WELD ON/PERMANENT LOCATIONS AND NOT ADJUSTABLE. 3 OUT OF SPEC LOCATIONS ARE LOCATED AT POTENTIALLY ADJUSTABLE LOCATIONS. SPECIFICALLY, POINT AREA G: OUT OF FACTORY SPEC LOCATED AT STEERING GEAR BOLT HEAD (LEFT SIDE OUT OF FACTORY SPECS ON LEGNTH 1296 SPECS VS 1301 ACTUAL DEV. 5 AND HEIGHT 208 SPECS VS 202 ACTUAL DEV. 6) (RIGHT SIDE OUT OF FACTORY SPECS ON WIDTH 131 SPECS VS 138 ACTUAL DEV. 7 AND HEIGHT 216 SPECS VS 212 ACTUAL DEV. 4). POINT AREA G: STEERING GEAR AT BOLT LOCATIONS ARE WELDED ON AND NOT ADJUSTABLE. POINT AREA H: LOWER CONTROL ARM AT BOLT (LEFT SIDE OUT OF FACTORY SPECS ON LEGNTH 1286 SPECS VS 1291 ACTUAL DEV. 5 AND WIDTH 127 SPECS VS 121 ACTUAL DEV. 6) (RIGHT SIDE OUT OF FACTORY SPECS ON HEIGHT 127 SPECS VS 121 ACTUAL DEV. 6). POINT AREA U: FRAME RAIL OUT OF FACTORY SPECS AT LEFT FRAME RAIL HOLE (SIZE 33) FOR HEIGHT 513 SPECS VS 517 ACTUAL DEV. 4. POINT AREA U: FRAME RAIL IS UNABLE TO BE ADJUSTED. OWNER WILL PROVIDE COPY OF LASER FRAME MEASUREMENTS REPORT AT TIME OF DROP OFF - ALREADY FAXED TO FCA CASE MANAGER GREG CASE #30716558. FCA IS REIMBURSING OWNER FOR COST OF LASER FRAME MEASUREMENTS AND RENTAL CAR COST DURING INSPECTION.
Case Summary:
After review of the Shark Blackhawk Computerized Vehicle Measurement System laser frame report from Gamboa’s MOPAR Factory Certified Body and Frame, AutoNation CDJR Roseville MOPAR Service Manager Brian Morrow, has indicated MOPAR service dealers are unable to resolve the frame related issues.
To date, owner has no resolve and is unable to operate vehicle safely. This vehicle is owner’s primary transportation and is used for driving owners 4 and 5-year-old children. Obviously, owner is unable operate vehicle safely while towing, which was a primary reason for owners vehicle type purchase. Owner is also unable to safely operate vehicle in wet/snow conditions, as vehicle safety concerns are exacerbated in such conditions. Owner specifically purchased 4x4 equipped vehicle to have no chains required access to Lake Tahoe during snow conditions.
Owner is currently driving vehicle evidenced with out of factory spec frame construction and no reported resolve; passenger rear axle/wheel hop; knocking sounds from rear differential during turns and bumps; intermittent loud metal bangs from rear axle/differential area, groaning break pad sounds, and a vehicle 4 different shops cannot successfully align within factory specs. In addition to safety issues, owner has additionally documented numerous issues including electrical, body, and interior issues.
Case Overview:
On 01/12/2017, owner took vehicle to AutoNation Roseville CDJR MOPAR Service for scheduled appointment. This service appointment was for frame related, safety, and additional vehicle concerns. This was owners most recent service attempt and was based on direction provided by FCA Case Manager Greg while working with owner on Case #30716558 and Case #30876695.
Upon arrival, owner met with Service Advisor Greg Stebbins. Service Advisor reviewed owner concerns, specifically Shark Blackhawk Computerized Vehicle Measurement System laser frame report findings from MOPAR certified Gamboa’s Body and Frame of Rancho Cordova, CA. Service Advisor Greg Stebbins reported to owner that frame issues evidenced were outside the scope of MOPAR service at dealers.
Service Advisor Greg Stebbins then brought case attention to Service Manager Brian Morrow for further vehicle assessment. Service Manager Brian Morrow reviewed Shark Blackhawk Computerized Vehicle Measurement System laser frame report findings. Service Manager Brian Morrow advised owner to return vehicle to original dealer, as it appeared the frame would require replacement; but more likely, a factory buy-back or factory replacement vehicle would be necessary.
Service Manager Brain Morrow contacted FCA Case Manager Jennifer at 1-800-763-8422 ext 40381 to report his vehicle service assessment and his advised direction to owner. FCA Case Manager Jennifer was unavailable by phone at this time. Service Manager Brian Morrow provided FCA phone representative with his vehicle assessment based on frame related issues. This information was emailed to FCA Case Manager Jennifer and her direct supervisor per direction of FCA phone representative.
Owner again met with Service Advisor Greg Stebbins to notify him of Service Managers vehicle assessment and to cancel owners scheduled service/rental car for 01/12/2017. At this time, Service Advisor Greg Stebbins reported he agreed with Service Manager Brian Morrow’s assessment but indicated the factory should buy-back or replace the vehicle, rather than attempt frame replacement. Service Advisor Greg Stebbins said, “ with this vehicle situation, that’s just the right thing for them to doâ€.
Owner did not leave the vehicle for service attempt based on Service Manager Brian Morrow’s vehicle assessment and provided direction to owner.
Case Summary To Date:
Owner has now attempted 3 separate CDJR MOPAR Service Dealers regarding uneven vehicle/frame concerns and/or rear axle concerns.
The first service attempt was with selling dealer Thompson’s CDJR Placerville the following day after vehicle purchase. Owner reported concern with vehicle lean at driver’s front and significant vehicle vibration at highway speeds. Owner did not test drive vehicle on highway prior to purchase. Owner was scheduled for MOPAR service 3 days after purchase.
While waiting for service appointment, owner took vehicle to America’s tire in Roseville. The factory tires were identified to be out-of-round. Owner replaced factory tires with new tires at owner expense. This drastically reduced the vehicle vibration, but not entirely.
When owner serviced vehicle at Thompson’s CDJR, owner updated Service Advisor of tire replacement. The service obtained at Thompson’s CDJR resulted with no work performed and reported vehicle was within factory specs. Service focus was suspension related, mainly control arm distance to ground comparison from left to right control arms. This service department did not assess or inspect the vehicle frame. Service Advisor at Thompson’s appeared disinterested and bothered by owner concern about new vehicle.
The second service attempt was with Folsom Lake CDJR. Owner notified Service Advisor of service at Thompson’s and offered to provide the service report from Thompson’s. This service department resulted in no work preformed and report vehicle was within factory specs. Service focus was, again, solely on vehicle suspension. To their credit, they appeared to assess suspension components more thoroughly than Thompson’s. This service department did not assess or inspect the vehicle frame.
Frustrated with no resolve from MOPAR service, continued vehicle safety issues, and new safety issues arising each day, owner privately scheduled Shark Blackhawk Computerized Vehicle Measurement System laser frame inspection from MOPAR certified techs at Gamboa’s Body and Frame of Rancho Cordova, CA. Gamboa’s Body and Frame in Rancho Cordova is a MOPAR Factory Certified Body and Frame repair location.
Shark Blackhawk Computerized Vehicle Measurement System evidenced multiple areas of vehicle frame were out of factory specs. The report findings indicate 8 frame areas outside of factory specs for RAM 1500 Pickup Crew Cab 5.5’ Bed 4WD 2013-2016. 5 out of spec frame measurements are weld-on permanent frame locations. 3 remaining out of spec frame measurements are located at left and right lower control arm bolt locations. These 3 bolt locations are drilled into vehicle frame cross rails which are welded to main frame exterior.
When owner requested bid from Gamboa’s Body and Frame Service Advisor in order to assess cost to resolve frame specs, owner was instructed Gamboa’s was unable to correct vehicle frame to factory specs.
At this time, owner was working with FCA Case Manager Greg, who indicated FCA would reimburse owner for frame inspection and rental car costs. Owner submitted frame inspection report and owner payment invoices for services listed.
Owners third attempt, and third dealer location, for CDJR MOPAR service was with AutoNation Roseville CDJR. This service appointment was at the direction of FCA Case Manger Greg and reported to be the next step following the Shark Blackhawk Computerized Vehicle Measurement System frame results. Owner scheduled service and documented initial frame concerns, new safety concerns related to rear axle and differential, and additional issues with vehicle (see attached). Owner provided AutoNation service department with copy of Shark Blackhawk Computerized Vehicle Measurement System laser frame report findings.
Upon owners third attempt at MOPAR dealer service, Service Manager Brian Morrow and Service Advisor Greg Stebbins of AutoNation CDJR Roseville assessed MOPAR service unable to resolve documented frame related issues.
AUTONATION ROSEVILLE CDJR MOPAR SERVICE CONTACTS:
BRAIN MORROW, SERVICE MANAGER, AUTONATION CDJR
916-774-7835 DIRECT / MORROWB@AUTONATION.COM
GREG STEBBINS, SERVICE ADVISOR, AUTONATION CDJR
916-774-7804 DIRECT / STEBBINSG@AUTONATION.COM
While owner was driving vehicle home from third service attempt, owner again experienced passenger rear axle/wheel hop with noises from rear axle/differential. This, again, resulted in vehicle fish tail while making right turn applying mild acceleration to complete right turn. Conditions were wet and raining and owner was also unable to safely see out passenger half of front windshield due to wiper issues noted in owner service concerns (see attached). Owner was able to regain control of vehicle and drove vehicle home.
To date, owner has no resolve and is unable to operate vehicle safely. This vehicle is owner’s primary transportation and is used for driving owners 4 and 5-year-old children. Obviously, owner is unable operate vehicle safely while towing, which was a primary reason for owners vehicle type purchase. Owner is also unable to safely operate vehicle in wet/snow conditions, as vehicle safety concerns are exacerbated in such conditions. Owner specifically purchased 4x4 equipped vehicle to have no chains required access to Lake Tahoe during snow conditions.
Owner is currently driving vehicle evidenced with out of factory spec frame construction and no reported resolve; passenger rear axle/wheel hop; knocking sounds from rear differential during turns and bumps; intermittent loud metal bangs from rear axle/differential area, groaning break pad sounds, and a vehicle 4 different shops cannot successfully align within factory specs. In addition to safety issues, owner has additionally documented numerous issues including electrical, body, and interior issues.
The current mileage on this vehicle at this time was 2,135.
At this time, owner is not willing to accept frame replacement, and requests new replacement vehicle or buy-back.
At this time, FCA has provided no resolve after over 1 month of communication with FCA Case Management.
A D V E R T I S E M E N T S
As of 02/07/2017 FCA has provided no resolve, no buyback, no replacement option. Customer has been strung along with FCA Case Management over the past month. Customer provided MOPAR Certified Laser Frame Measurement results evidencing the following frame issues on 01/05/2017.
FCA CASE #30716558 / #30876695. SHARK BLACKHAWK LASER FRAME INSPECTION FROM MOPAR CERTIFIED TECHS SHOWS FRAME MEASUREMENTS OUT OF FACTORY SPECS. 5 SECTIONS OUT OF FACTORY SPEC ARE WELD ON/PERMANENT LOCATIONS AND NOT ADJUSTABLE. 3 OUT OF SPEC LOCATIONS ARE LOCATED AT POTENTIALLY ADJUSTABLE LOCATIONS. SPECIFICALLY, POINT AREA G: OUT OF FACTORY SPEC LOCATED AT STEERING GEAR BOLT HEAD (LEFT SIDE OUT OF FACTORY SPECS ON LEGNTH 1296 SPECS VS 1301 ACTUAL DEV. 5 AND HEIGHT 208 SPECS VS 202 ACTUAL DEV. 6) (RIGHT SIDE OUT OF FACTORY SPECS ON WIDTH 131 SPECS VS 138 ACTUAL DEV. 7 AND HEIGHT 216 SPECS VS 212 ACTUAL DEV. 4). POINT AREA G: STEERING GEAR AT BOLT LOCATIONS ARE WELDED ON AND NOT ADJUSTABLE. POINT AREA H: LOWER CONTROL ARM AT BOLT (LEFT SIDE OUT OF FACTORY SPECS ON LEGNTH 1286 SPECS VS 1291 ACTUAL DEV. 5 AND WIDTH 127 SPECS VS 121 ACTUAL DEV. 6) (RIGHT SIDE OUT OF FACTORY SPECS ON HEIGHT 127 SPECS VS 121 ACTUAL DEV. 6). POINT AREA U: FRAME RAIL OUT OF FACTORY SPECS AT LEFT FRAME RAIL HOLE (SIZE 33) FOR HEIGHT 513 SPECS VS 517 ACTUAL DEV. 4. POINT AREA U: FRAME RAIL IS UNABLE TO BE ADJUSTED. OWNER WILL PROVIDE COPY OF LASER FRAME MEASUREMENTS REPORT AT TIME OF DROP OFF - ALREADY FAXED TO FCA CASE MANAGER GREG CASE #30716558. FCA IS REIMBURSING OWNER FOR COST OF LASER FRAME MEASUREMENTS AND RENTAL CAR COST DURING INSPECTION.
Case Summary:
After review of the Shark Blackhawk Computerized Vehicle Measurement System laser frame report from Gamboa’s MOPAR Factory Certified Body and Frame, AutoNation CDJR Roseville MOPAR Service Manager Brian Morrow, has indicated MOPAR service dealers are unable to resolve the frame related issues.
To date, owner has no resolve and is unable to operate vehicle safely. This vehicle is owner’s primary transportation and is used for driving owners 4 and 5-year-old children. Obviously, owner is unable operate vehicle safely while towing, which was a primary reason for owners vehicle type purchase. Owner is also unable to safely operate vehicle in wet/snow conditions, as vehicle safety concerns are exacerbated in such conditions. Owner specifically purchased 4x4 equipped vehicle to have no chains required access to Lake Tahoe during snow conditions.
Owner is currently driving vehicle evidenced with out of factory spec frame construction and no reported resolve; passenger rear axle/wheel hop; knocking sounds from rear differential during turns and bumps; intermittent loud metal bangs from rear axle/differential area, groaning break pad sounds, and a vehicle 4 different shops cannot successfully align within factory specs. In addition to safety issues, owner has additionally documented numerous issues including electrical, body, and interior issues.
Case Overview:
On 01/12/2017, owner took vehicle to AutoNation Roseville CDJR MOPAR Service for scheduled appointment. This service appointment was for frame related, safety, and additional vehicle concerns. This was owners most recent service attempt and was based on direction provided by FCA Case Manager Greg while working with owner on Case #30716558 and Case #30876695.
Upon arrival, owner met with Service Advisor Greg Stebbins. Service Advisor reviewed owner concerns, specifically Shark Blackhawk Computerized Vehicle Measurement System laser frame report findings from MOPAR certified Gamboa’s Body and Frame of Rancho Cordova, CA. Service Advisor Greg Stebbins reported to owner that frame issues evidenced were outside the scope of MOPAR service at dealers.
Service Advisor Greg Stebbins then brought case attention to Service Manager Brian Morrow for further vehicle assessment. Service Manager Brian Morrow reviewed Shark Blackhawk Computerized Vehicle Measurement System laser frame report findings. Service Manager Brian Morrow advised owner to return vehicle to original dealer, as it appeared the frame would require replacement; but more likely, a factory buy-back or factory replacement vehicle would be necessary.
Service Manager Brain Morrow contacted FCA Case Manager Jennifer at 1-800-763-8422 ext 40381 to report his vehicle service assessment and his advised direction to owner. FCA Case Manager Jennifer was unavailable by phone at this time. Service Manager Brian Morrow provided FCA phone representative with his vehicle assessment based on frame related issues. This information was emailed to FCA Case Manager Jennifer and her direct supervisor per direction of FCA phone representative.
Owner again met with Service Advisor Greg Stebbins to notify him of Service Managers vehicle assessment and to cancel owners scheduled service/rental car for 01/12/2017. At this time, Service Advisor Greg Stebbins reported he agreed with Service Manager Brian Morrow’s assessment but indicated the factory should buy-back or replace the vehicle, rather than attempt frame replacement. Service Advisor Greg Stebbins said, “ with this vehicle situation, that’s just the right thing for them to doâ€.
Owner did not leave the vehicle for service attempt based on Service Manager Brian Morrow’s vehicle assessment and provided direction to owner.
Case Summary To Date:
Owner has now attempted 3 separate CDJR MOPAR Service Dealers regarding uneven vehicle/frame concerns and/or rear axle concerns.
The first service attempt was with selling dealer Thompson’s CDJR Placerville the following day after vehicle purchase. Owner reported concern with vehicle lean at driver’s front and significant vehicle vibration at highway speeds. Owner did not test drive vehicle on highway prior to purchase. Owner was scheduled for MOPAR service 3 days after purchase.
While waiting for service appointment, owner took vehicle to America’s tire in Roseville. The factory tires were identified to be out-of-round. Owner replaced factory tires with new tires at owner expense. This drastically reduced the vehicle vibration, but not entirely.
When owner serviced vehicle at Thompson’s CDJR, owner updated Service Advisor of tire replacement. The service obtained at Thompson’s CDJR resulted with no work performed and reported vehicle was within factory specs. Service focus was suspension related, mainly control arm distance to ground comparison from left to right control arms. This service department did not assess or inspect the vehicle frame. Service Advisor at Thompson’s appeared disinterested and bothered by owner concern about new vehicle.
The second service attempt was with Folsom Lake CDJR. Owner notified Service Advisor of service at Thompson’s and offered to provide the service report from Thompson’s. This service department resulted in no work preformed and report vehicle was within factory specs. Service focus was, again, solely on vehicle suspension. To their credit, they appeared to assess suspension components more thoroughly than Thompson’s. This service department did not assess or inspect the vehicle frame.
Frustrated with no resolve from MOPAR service, continued vehicle safety issues, and new safety issues arising each day, owner privately scheduled Shark Blackhawk Computerized Vehicle Measurement System laser frame inspection from MOPAR certified techs at Gamboa’s Body and Frame of Rancho Cordova, CA. Gamboa’s Body and Frame in Rancho Cordova is a MOPAR Factory Certified Body and Frame repair location.
Shark Blackhawk Computerized Vehicle Measurement System evidenced multiple areas of vehicle frame were out of factory specs. The report findings indicate 8 frame areas outside of factory specs for RAM 1500 Pickup Crew Cab 5.5’ Bed 4WD 2013-2016. 5 out of spec frame measurements are weld-on permanent frame locations. 3 remaining out of spec frame measurements are located at left and right lower control arm bolt locations. These 3 bolt locations are drilled into vehicle frame cross rails which are welded to main frame exterior.
When owner requested bid from Gamboa’s Body and Frame Service Advisor in order to assess cost to resolve frame specs, owner was instructed Gamboa’s was unable to correct vehicle frame to factory specs.
At this time, owner was working with FCA Case Manager Greg, who indicated FCA would reimburse owner for frame inspection and rental car costs. Owner submitted frame inspection report and owner payment invoices for services listed.
Owners third attempt, and third dealer location, for CDJR MOPAR service was with AutoNation Roseville CDJR. This service appointment was at the direction of FCA Case Manger Greg and reported to be the next step following the Shark Blackhawk Computerized Vehicle Measurement System frame results. Owner scheduled service and documented initial frame concerns, new safety concerns related to rear axle and differential, and additional issues with vehicle (see attached). Owner provided AutoNation service department with copy of Shark Blackhawk Computerized Vehicle Measurement System laser frame report findings.
Upon owners third attempt at MOPAR dealer service, Service Manager Brian Morrow and Service Advisor Greg Stebbins of AutoNation CDJR Roseville assessed MOPAR service unable to resolve documented frame related issues.
AUTONATION ROSEVILLE CDJR MOPAR SERVICE CONTACTS:
BRAIN MORROW, SERVICE MANAGER, AUTONATION CDJR 916-774-7835 DIRECT / MORROWB@AUTONATION.COM
GREG STEBBINS, SERVICE ADVISOR, AUTONATION CDJR 916-774-7804 DIRECT / STEBBINSG@AUTONATION.COM
While owner was driving vehicle home from third service attempt, owner again experienced passenger rear axle/wheel hop with noises from rear axle/differential. This, again, resulted in vehicle fish tail while making right turn applying mild acceleration to complete right turn. Conditions were wet and raining and owner was also unable to safely see out passenger half of front windshield due to wiper issues noted in owner service concerns (see attached). Owner was able to regain control of vehicle and drove vehicle home.
To date, owner has no resolve and is unable to operate vehicle safely. This vehicle is owner’s primary transportation and is used for driving owners 4 and 5-year-old children. Obviously, owner is unable operate vehicle safely while towing, which was a primary reason for owners vehicle type purchase. Owner is also unable to safely operate vehicle in wet/snow conditions, as vehicle safety concerns are exacerbated in such conditions. Owner specifically purchased 4x4 equipped vehicle to have no chains required access to Lake Tahoe during snow conditions.
Owner is currently driving vehicle evidenced with out of factory spec frame construction and no reported resolve; passenger rear axle/wheel hop; knocking sounds from rear differential during turns and bumps; intermittent loud metal bangs from rear axle/differential area, groaning break pad sounds, and a vehicle 4 different shops cannot successfully align within factory specs. In addition to safety issues, owner has additionally documented numerous issues including electrical, body, and interior issues.
The current mileage on this vehicle at this time was 2,135.
At this time, owner is not willing to accept frame replacement, and requests new replacement vehicle or buy-back.
At this time, FCA has provided no resolve after over 1 month of communication with FCA Case Management.
- Christopher S., Cameron Park, CA, US