Finn Sizzle
New member
Hello everyone,
I am looking for some guidance or suggestions on dealing with a paint issue I am having with my Jeep. The short of it is that "Jeep" service stated that it would not be covered under warranty. I expect my next step is to get an attorney, however I wanted to get feedback from fellow Jeep owners that may have had experiences dealing with Jeep service to cover items. My apologies in advance for the long thread, just want to make sure I have all details covered as I will probably need them.
Background:
When I had cut my OEM fender flares, I had noticed that there was paint chipping right at the pinch seam right above the rock rails, on both sides on the jeep (same location on both sides). Back in September, I took the Jeep to my dealer and showed them and they stated that since they did not have a "paint service" at the dealer, I would need to take the Jeep to the next closest dealer (about 20 miles away) to have them service it. I did so and the first thing they said was that I had to take it to "my" dealer, they would take pictures and submit the claim for warranty. I stated that the previous dealer said I had to bring to you (paint service) to start the process. After several minutes of discussion, the service manager said he would take a look at it. His first response was that it would not be covered because he said the issue was the result of the rock rails that are on the Jeep. I said fine, as the rock rails are "OEM" rock rails installed. He said they were not and after walking him over to a "Hard Rock" edition jeep to show him the rock rails, he stated that he would not submit the claim and I would need to take the Jeep back to my purchasing dealer so they can handle the “headache”. I stood there amazed and confused that this was the level of customer service I was receiving. He then walked away and said he could not help me. I drove directly back to my original dealer and explained the situation, this time with the Service Manager. After much reluctance, they took a picture with an old flip phone and said they would submit to Jeep for warranty. Ok....
After 3 weeks of not hearing anything, I called my Jeep dealer 5 times to find out the status of my submission and I had never received a response. I drove up to the dealer and spoke again with the SM and he said they had not received a response from Jeep. Ok, perhaps this is possible, however I decided to now contact Jeep corporate directly to get this addressed.
After another couple of weeks, I received a response from Jeep to take the Jeep back again to my original dealer and they would have the Service Manager look at it and submit the claim (again?). I had advised that this was original done back in September, but I did so to get this item addressed. The Service Manager took a look in more detail and agreed with me that the issue was not caused by any impact, there is no dented metal and no signs that it was caused by anything I had done. He stated he would get this back on track to get the issue addressed.
Spoke with Service Manager (SM) on 11/9 and he advised me that his Area Manager (AM) had declined the service repair however would not provide a reason for the denial. I asked SM to provide me AM contact information and he stated that he could not. I asked SM if he could contact AM and have AM contact me directly in regards to the reason for the denial and he said he would.
Called and spoke with SM again on 11/13. SM stated he contacted AM and had relayed to him all of my vehicle information and details and asked to call me. He had received no response and said that he would contact AM again today.
I had not received a response from SM regarding this issue. I called and spoke with SM again on 11/23. SM had told me that he had asked for AM to contact me, however AM had not. SM e-mailed AM and AM responded that it would not be covered because of the aftermarket rock rail I had installed. My response was that was great, because the rock rail is not aftermarket and it was installed from the factory (OEM). SM said he would contact AM with that information and let me know next steps.
11/27 – No response from SM, called back and spoke with SM and he said that he sent a follow-up back to AM advising him that the rock rails are factory rails and not something that I had installed. SM stated that he had not received a response yet from AM. I asked SM to forward me the notes that were in the Jeep CAIR, as well as the e-mail response from AM stating that the item would not be covered. SM forwarded me the e-mail that reads "The customer installed the running boards where the damage is located". I sent another e-mail in to Jeep corporate customer support to have this item escalated.
12/2 – Received a call from Jeep corporate stating that she had discussed this with her senior management and had responded that there would be nothing they can do at this time. She stated that even though the Jeep buildsheet states that the rock rails are factory and that AM stated the issue was the result of the rock rails that were something that I installed, there was nothing else that Jeep corporate can do at this time and is backing the Area Managers decision.
Since the issue was identified it has continued to spread and where it used to be within the wheel well, it is not expanding out to the body more visible right below the back doors. (see pictures). I fear this will continue to expand and get worse unless it is addressed quickly.
There is no damage to the metal. There is also no damage to the rock rails that are below the damaged areas.
As I had stated earlier in the thread, I'm not sure what other options I have at this point and my only avenue will be to go the legal route, however before I do I want to ask the Jeep community if you have any other suggestions or recommendations?
I appreciate your time. Thanks!
I am looking for some guidance or suggestions on dealing with a paint issue I am having with my Jeep. The short of it is that "Jeep" service stated that it would not be covered under warranty. I expect my next step is to get an attorney, however I wanted to get feedback from fellow Jeep owners that may have had experiences dealing with Jeep service to cover items. My apologies in advance for the long thread, just want to make sure I have all details covered as I will probably need them.
Background:
When I had cut my OEM fender flares, I had noticed that there was paint chipping right at the pinch seam right above the rock rails, on both sides on the jeep (same location on both sides). Back in September, I took the Jeep to my dealer and showed them and they stated that since they did not have a "paint service" at the dealer, I would need to take the Jeep to the next closest dealer (about 20 miles away) to have them service it. I did so and the first thing they said was that I had to take it to "my" dealer, they would take pictures and submit the claim for warranty. I stated that the previous dealer said I had to bring to you (paint service) to start the process. After several minutes of discussion, the service manager said he would take a look at it. His first response was that it would not be covered because he said the issue was the result of the rock rails that are on the Jeep. I said fine, as the rock rails are "OEM" rock rails installed. He said they were not and after walking him over to a "Hard Rock" edition jeep to show him the rock rails, he stated that he would not submit the claim and I would need to take the Jeep back to my purchasing dealer so they can handle the “headache”. I stood there amazed and confused that this was the level of customer service I was receiving. He then walked away and said he could not help me. I drove directly back to my original dealer and explained the situation, this time with the Service Manager. After much reluctance, they took a picture with an old flip phone and said they would submit to Jeep for warranty. Ok....
After 3 weeks of not hearing anything, I called my Jeep dealer 5 times to find out the status of my submission and I had never received a response. I drove up to the dealer and spoke again with the SM and he said they had not received a response from Jeep. Ok, perhaps this is possible, however I decided to now contact Jeep corporate directly to get this addressed.
After another couple of weeks, I received a response from Jeep to take the Jeep back again to my original dealer and they would have the Service Manager look at it and submit the claim (again?). I had advised that this was original done back in September, but I did so to get this item addressed. The Service Manager took a look in more detail and agreed with me that the issue was not caused by any impact, there is no dented metal and no signs that it was caused by anything I had done. He stated he would get this back on track to get the issue addressed.
Spoke with Service Manager (SM) on 11/9 and he advised me that his Area Manager (AM) had declined the service repair however would not provide a reason for the denial. I asked SM to provide me AM contact information and he stated that he could not. I asked SM if he could contact AM and have AM contact me directly in regards to the reason for the denial and he said he would.
Called and spoke with SM again on 11/13. SM stated he contacted AM and had relayed to him all of my vehicle information and details and asked to call me. He had received no response and said that he would contact AM again today.
I had not received a response from SM regarding this issue. I called and spoke with SM again on 11/23. SM had told me that he had asked for AM to contact me, however AM had not. SM e-mailed AM and AM responded that it would not be covered because of the aftermarket rock rail I had installed. My response was that was great, because the rock rail is not aftermarket and it was installed from the factory (OEM). SM said he would contact AM with that information and let me know next steps.
11/27 – No response from SM, called back and spoke with SM and he said that he sent a follow-up back to AM advising him that the rock rails are factory rails and not something that I had installed. SM stated that he had not received a response yet from AM. I asked SM to forward me the notes that were in the Jeep CAIR, as well as the e-mail response from AM stating that the item would not be covered. SM forwarded me the e-mail that reads "The customer installed the running boards where the damage is located". I sent another e-mail in to Jeep corporate customer support to have this item escalated.
12/2 – Received a call from Jeep corporate stating that she had discussed this with her senior management and had responded that there would be nothing they can do at this time. She stated that even though the Jeep buildsheet states that the rock rails are factory and that AM stated the issue was the result of the rock rails that were something that I installed, there was nothing else that Jeep corporate can do at this time and is backing the Area Managers decision.
Since the issue was identified it has continued to spread and where it used to be within the wheel well, it is not expanding out to the body more visible right below the back doors. (see pictures). I fear this will continue to expand and get worse unless it is addressed quickly.
There is no damage to the metal. There is also no damage to the rock rails that are below the damaged areas.
As I had stated earlier in the thread, I'm not sure what other options I have at this point and my only avenue will be to go the legal route, however before I do I want to ask the Jeep community if you have any other suggestions or recommendations?
I appreciate your time. Thanks!
