Allen Duckett

Review of Hayes Chrysler Dodge Jeep

I left my Ram truck for over a week there to be to...

I left my Ram truck for over a week there to be told by the dealership that the item I primarily brought the truck in for was not a covered warranty item. Water condensation in the headlamp assembly causing the LED turn signals to fail. Ram trucks have proven to have faulty ventilation system/seals for the headlight assemblies, which contain the LED circuitry for the turn signals. However, since the assembly is faulty and either allows water to intrude within it, or to be created within it through water vapor (heating and cooling of the air by the light bulbs) the moisture causes the LED turn signal circuitry to fail. Moisture and electronics don't typically mix well.

When I questioned the how the dealer came to the determination for the item to be excluded from warranty coverage, I was told that the dealer stated the failed part to be due to water "intrusion". When I questioned how the technician determined that water "intruded" the assembly and exactly where the water was entering the assembly and what part of the seal or ventilation system failed, (versus being created within it due to warming the cool air and then cooling again creating vapor and the vapor not being allowed to dissipate with adequate ventilation), I was told the diagnosis was made by simply viewing the condensation within the assembly. And that the assembly had never been removed to be inspected for proper seal and or ventilation.

Hayes reported to Chrysler MVP (Mopar Vehicle Protection) who administers the warranty that water intrusion was the cause, although there was never any troubleshooting or "real work" done to determine the diagnosis that Hayes provided to MVP. And ultimately the reporting to MVP that "water intrusion" was the cause of failure, is the sole reason MVP denied the coverage on an otherwise covered part via the contract.

After multiple calls and messages left to Regional Rep (Bob View) with no response and Multiple calls to MVP and MVP being adamant to follow the dealership's position of "water intrusion" the Chrysler organization including Hayes has lost a customer/client forever.

What Chrysler/Dodge/Jeep/Ram may not see, is that although I am only one person and to lose the business of one individual may never impact a large company like Chrysler/Dodge/Jeep/Ram and their business, I also am a fleet manager for a corporation that purchased 4 Chrysler vehicles in the last 8 months. And they (Hayes and Chrysler) can ensure themselves that the company I work for and direct the purchasing for our fleet vehicles, will no longer be considering CDJR for our fleet.

So while CDJR and MVP and Hayes may have saved a few hundred dollars on this particular situation, the loss of all future business that I can be of any impact will continue for years and tears to come.