My complaint:
I purchased a used Jeep 123019. Since taking ownership said vehicle has had at least 12 detail documented and several other service visits. These visits (often for the same issues multiple times) have inconvenient (as I live an hour away from the servicing dealership), and very expensive due to extensive days (over 190) of lost usage. As well as other costs like rental fees, fuel to make the at least 4 hour trek (2 hours round trip to drop off Jeep for diagnostics, 2 hour round trip to return Jeep for work to be performed) and many times an additional round trip was necessary because the part had to be ordered and took 2 or more days (190 days for the last service) to install for each service visit.
Due to lack of loaner vehicles at all serving dealerships within 50 mile radius I had to additionally pay rental car fees (upwards of $3,000 out of pocket). Not to mention the loss of income due having to modify means of transport andor not being able to afford a suitable temporary replacement vehicle large enough to carry the cargo necessary for my job as an event coordinator. When I purchased said vehicle I also purchased an extended service contract because the information I was given (via lip service by the salesman who sold me the vehicle, the literature about what included in the contract provided by the dealership), Mopar’s and Jeep’s websites) seemed to cover all bases and would prevent most if not all of the issues previously mentioned.
I have followed ALL of the proper channels on order to try and get reimbursement for my expenditures. Not even all of my expenditures actually until now I was simply requesting to be reimbursed for those items that were included in the contracts guidelines. I have called Jeep who referred to Mopar who referred me to US Customer Care and they referred me to Stellantis who referred me to the dealership who referred me back to Mopar. And since June 10, 2022 I keep getting passed in the same circle over and over with no one taking responsibility or ownership. During the latest issue (which spanned 190 days) my vehicle was inoperable and remained at the dealership the entire time for many various reasons (parts, issues, diagnostics, repair approvals, employee vacations etc.) I had no access to it or any other forms of transportation so I pleaded with all of the above entities for help.
I offered viable solutions (like attaining OEM parts at my own expense that were readily available from 3rd parties, I offered to have the vehicle towed at my own expense to a dealership with loaner vehicles) to stop me having to rent a car to drive the 2 hour trip I have to make each day in order to get work. I also repeatedly asked to speak with someone in a supervisory role that could authorize those suggestions andor offer some other solution to my issues. All of which went ignored, even when brought upon over and over they continued to be ignored until which point I was told the the entity whom I been in contact with for months and interacted with100s of times (via email, phone, in person, chat sessions, voicemail, website referral and using the dealership as a liaison) and was also aware of the dozens of cases that been opened (and closed without resolution) that included my VIN number, and was also the same individual who had been appointed by US Customer Care as the customer service liaison (between the dealership, Mopar and myself) in charge of expediting the parts needed to make my vehicle operable.
Finally told she could not be of assistance to me and once again referred me back to Mopar Vehicle Protection (and later back to the dealership). Upon me speaking with MVP they stated they weren’t even aware of the current case or issues it encompassed and in turn directed me towards the dealership whom they claimed was responsible. Then I started riding the dealership daily.
In the end the dealership gained approval and replaced (at MVP’s expense) the backordered part which led to another part and another part until ultimately the whole engine had to be replaced along with several other issues.
I have detailed documentation of all correspondence and sent many requests to the correct departments for reimbursement (as outlined within the contract) only to have them refer me to yet other different departments that because according to them they weren’t responsible.
Please help.
Suggested solution:
I would like to be reimbursed for the maximum amount of rental car coverage as well as the trip interruption benefits that are included in the contract I purchased from Mopar. And because this just wasn\'t just a trip interruption, but was instead quite literally a life interruption I would like to be reimbursed for the cost of vehicle registration, car insurance, and the cost of a rental car rental for each day (within the overall total of approx 190 days) my vehicle remained inoperable after (insert date of email sent to Amanda at US Customer Care). On that date I sent an email where I suggested alternative ways in which to achieve a positive resolution (be it temporary or permanent) to the issues i was facing as a result of not having a vehicle. At that point I had already communicated to them (and in great detail) how it was affecting me both physically (through loss of income, loss of job, unable to pay rent and bills) and mentally (by creating undue stress causing me great worry and anguish thereby exacerbating my preexisting disability by causing various triggers) and pleaded for help numerous times all of when ignored and my situation disregarded.
In an effort to now once again seek a positive resolution between myself and Mopar Vehicle Protection I have taken all that into consideration as well as combining the stipulations of coverage and it\'s limitations as outlined within my contract with Mopar and believe that I am entitled to the compensation for the reason stated above and for the dates stated above because the parameters of my contract are honored as I\'m not seeking compensation for the entirety of the time the vehicle was inoperable and in acceptance of the coverage therein until the date a decision was made to ignore my pleassuggestions for a positive resolution.
From that date until the date the vehicle was returned to me in working order I am asking for the cost of car insurance attained from Mercury Insurance and the cost of vehicle registration from the DMV be repaid to me based on their annual cost prorated daily as well as the cost of a rental car at $60 per day (which is a discounted rate I was able to obtain and I\'m passing value along rather than asking for rather than $129 per day which was the actual cost of a rental car in my location within that timeframe). As I see it these costs could have been avoided if the alternatives I presented had been acknowledged or entertained.
