Jeep Warranty Issues

[andyjtait]

Hi Guys,

 

I'm having some issues with Jeep at the moment and I wondered if any of you could offer any advice or if any of you have experienced anything similar.  Our 2 and a half year old Jeep Trackhawk has developed some corrosion on the front edge of the bonnet so we reported it to Jeep to get it fixed under the anti corrosion warranty.  This was last year in around December and since then we have had nothing but a run around from these guys with little or no progress being made.

 

Finally last week we chased them again and complained about how bad their service was and this is when they told us that they were not going to fix the vehicle as the warranty was only for 2 years.  I have looked in the warranty booklet and it clearly says that anti corrosion is for 2 years but it then also says that for out body panels that are visible the warranty is 7 years without mileage limitation.  Having pointed this out to them they are still standing firm and will not budge.

 

I have given the 14 days (which ends this Friday) to give us a sensible proposal as to how they are going to rectify this otherwise I am going to take them through the courts and force them to fix this.  Before I do however I just wondered if any of you have suggestions on any alternative avenues I might try?  All suggestions would be greatly appreciated.

 

We love the Jeep but having now dealt with their after sales I have to say I don't think I will ever buy another vehicle off them as they have been nothing but trouble!

 

Thanks

Andy

[V]

You will likely need to get an independent specialist assessment of the paint defect if taking the issue to court. However, before spending money on an assessment it is worth taking the vehicle to a few local VBRA approved body repair workshops for comparative quotes on the repair required. Make sure you ask them what their opinion is on the root cause of the damage. Also be certain to tell them that it is NOT an insurance repair. If they say the damage is most likely to be from stone chipping, it would be your decision to spend another £250 or so on an independent inspection report for the court. There is a good chance the assessor will come to the same conclusion.

 

The seven year corrosion warranty is specifically for body panels where the rust starts on the inside (non visible side) working it's way through the sheet material and then perforates the outer paint finish. It is possible to have a panel rust from the inside that does not perforate in seven years and for that panel to be in a location where the vehicle would fail an MOT test. In this instance, the corrosion warranty would be of no use as the panel had not perforated. The rectification of the MOT failure would then be the responsibility of the vehicle's keeper. A problem like this would be picked up as an advisory unless it is from salt water damage which can happen really fast between annual MOT tests. To claim on the corrosion warranty you would need proof that the panel rusted from the inside out.

 

You might find that the cost of repair if caught quickly has a greater chance of a favourable outcome and is less than the cost of going legal. Ultimately it is entirely your decision how to proceed. I hope you achieve a satisfactory outcome.

[andyjtait]

1 minute ago, V said:

You will likely need to get an independent specialist assessment of the paint defect if taking the issue to court. However, before spending money on an assessment it is worth taking the vehicle to a few local VBRA approved body repair workshops for comparative quotes on the repair required. Make sure you ask them what their opinion is on the root cause of the damage. Also be certain to tell them that it is NOT an insurance repair. If they say the damage is most likely to be from stone chipping, it would be your decision to spend another £250 or so on an independent inspection report for the court. There is a good chance the assessor will come to the same conclusion.

 

The seven year corrosion warranty is specifically for body panels where the rust starts on the inside (non visible side) working it's way through the sheet material and then perforates the outer paint finish. It is possible to have a panel rust from the inside that does not perforate in seven years and for that panel to be in a location where the vehicle would fail an MOT test. In this instance, the corrosion warranty would be of no use as the panel had not perforated. The rectification of the MOT failure would then be the responsibility of the vehicle's keeper. A problem like this would be picked up as an advisory unless it is from salt water damage which can happen really fast between annual MOT tests. To claim on the corrosion warranty you would need proof that the panel rusted from the inside out.

 

You might find that the cost of repair if caught quickly has a greater chance of a favourable outcome and is less than the cost of going legal. Ultimately it is entirely your decision how to proceed. I hope you achieve a satisfactory outcome.

 

Thanks V,

 

The issue with the Jeep is one of corrosion.  There are bubbles in the paintwork on the bonnet that are caused by rust underneath the paint so as you said, its started under the paint where it was not visible and not its bubbling the paint on the surface of the outer facing panels (the bonnet).  The issue isn't a paint defect or something that has been caused by damage such as a stone chip its corrosion that has started under the paint and then erupted the paint as a result.  As the panels are outward facing then Jeep's warranty should be 7 years as per the warranty book and this is where I am having the issue with them.  What's more, having looked through all my paperwork this morning, the Trackhawk also came with a 5 year extended warranty which extends the warranties from the standard 2 year Jeep and 1 year dealer warranty to a full 5 years so I don't see now how they can refuse not to fix it.

 

I will do as you suggested however and get a couple of independent assessments as I will need these for the courts anyway.  I am also seeing a lot of similar complaints on the Internet about Jeep reneging on their warranties so it seems this is not an isolated incident.  It's really poor behavior for such a well established and supposedly reputable comapny.

[TimC]

I know it's no consolation but apparently things have got really bad since the whole Stellantis merger thing. When it was FCA the dealers had a lot more flexibility and Jeep would do much more 'goodwill' gestures. Now they put up a fight over absolutely everything, which, as you say, is very poor customer service and a very bad long term policy. 

[Volant165]

Hi Andy,

 

Are you dealing with Jeep HQ? Do you have a case going with customer support?

 

 

[andyjtait]

2 minutes ago, Volant165 said:

Hi Andy,

 

Are you dealing with Jeep HQ? Do you have a case going with customer support?

 

 

 

Hi Mike, I have a case open yes but the people I am dealing with seem to be from Europe I think.

 

I've dropped them another note today with a copy of the extended warranty details on it to see if this will prompt them to do anything differently but to be honest I'm not holding much faith.  The speed at which they deal things is appalling.

[Volant165]

The issue has been going on for years where two metals meet. My Trackhawk is doing the same even though I had the paint rectified at new and covered with XPEL ppf.  Being that mine is 4 years old I just ordered a Demon fiberglass bonnet to replace the OEM one as it will likely rust again.

 

Here is a USA service bulletin describing the issue three years ago.tsb_wk2_3100119.pdf

[andyjtait]

13 minutes ago, Volant165 said:

The issue has been going on for years where two metals meet. My Trackhawk is doing the same even though I had the paint rectified at new and covered with XPEL ppf.  Being that mine is 4 years old I just ordered a Demon fiberglass bonnet to replace the OEM one as it will likely rust again.

 

Here is a USA service bulletin describing the issue three years ago.tsb_wk2_3100119.pdf

 

Unbelievable!  So they know they have an issue and yet they still deny all knowledge.  Wow!

[BLUE STAR]

1 hour ago, TimC said:

I know it's no consolation but apparently things have got really bad since the whole Stellantis merger thing. When it was FCA the dealers had a lot more flexibility and Jeep would do much more 'goodwill' gestures. Now they put up a fight over absolutely everything, which, as you say, is very poor customer service and a very bad long term policy. 

STELLANTIS is rooted in the Latin verb “stello” meaning “to brighten with stars”.  LOL

A merger with Renault & Peugeot  no stars there me thinks  

 

[TimC]

1 hour ago, andyjtait said:

 

Unbelievable!  So they know they have an issue and yet they still deny all knowledge.  Wow!

 

Perhaps they "forgot" 

[V]

3 hours ago, andyjtait said:

Unbelievable!  So they know they have an issue and yet they still deny all knowledge.  Wow!

 

Lucky for you Jim already knew that there was a TSB for your issue. Some of the independent assessors also do arbitration or claim management over faults. It's worth an enquiry, particularly if you are already considering legal action.

[V]

3 hours ago, BLUE STAR said:

STELLANTIS is rooted in the Latin verb “stello” meaning “to brighten with stars”.  LOL

A merger with Renault & Peugeot  no stars there me thinks  

 

FCA did try to get into bed with Renault but Nissan already beat them to it. They settled for a threesome with Peugeot and Opel instead.

[JimC]

34 minutes ago, V said:

FCA did try to get into bed with Renault but Nissan already beat them to it. They settled for a threesome with Peugeot and Opel instead.

But AMC and Renault designed the very lovely XJ years back.
Sorry for going off topic and I hope you get this sorted out Andy

[stewart]

Had the Dreaded JK Wrangler Door hinges rectified a few years ago on the Dozer Rubicon I had. As the Jeep had been to the dealer for regular service and therefore the corrosion inspections carried out after a bit of fight they got replaced and the doors all got repainted along with the hinges! Not sure why they make it so hard when it's a known issue with mixed metals ! In the Case of the JK the Aluminium Hinges are bolted on to bare steel! 

[digger]

Good luck with going to court!   Think carefully before you do.

Without boring you with the detail, I tried to take another major world manufacturer to court some  years ago.  First you will have to sue the dealer. Second it wasn't a small claim, which you may get away with.   In my case I had a top firm representing me plus significant legal expenses cover behind me. The car maker immediately threw their full weight behind the dealer which at the 'preliminary' stage hugely escalated the estimated costs. Believe me I didn't give in easily but at the end of the day I had to accept legal opinion. My case would have served as a precedency.  Despite having a good case my QC refused to represent me on moral grounds that I would rapidly use the insurance and could face bankruptcy before it even went to court!

 

[andyjtait]

47 minutes ago, digger said:

Good luck with going to court!   Think carefully before you do.

Without boring you with the detail, I tried to take another major world manufacturer to court some  years ago.  First you will have to sue the dealer. Second it wasn't a small claim, which you may get away with.   In my case I had a top firm representing me plus significant legal expenses cover behind me. The car maker immediately threw their full weight behind the dealer which at the 'preliminary' stage hugely escalated the estimated costs. Believe me I didn't give in easily but at the end of the day I had to accept legal opinion. My case would have served as a precedency.  Despite having a good case my QC refused to represent me on moral grounds that I would rapidly use the insurance and could face bankruptcy before it even went to court!

 

 

I am hoping that things are a little more cut and dry for me as:

 

1. The warranty for the car external panels is clearly stated as 7 years against corrosion

2. The Trackhawk comes with an extended warranty that extends the warranties from 2 years to 5 years 

3. There is a TSB from 2019 that i now have a copy of that clearly shows Jeep and Fiat Crysler are aware of the issue and have been for a long time

 

So of course I'm no lawyer but I don't see how this could look good for them in any way in a court of law.

[V]

I think an expert claims management negotiator would agree with you.

[UKTJ]

44 minutes ago, andyjtait said:

 

I am hoping that things are a little more cut and dry for me as:

 

1. The warranty for the car external panels is clearly stated as 7 years against corrosion

2. The Trackhawk comes with an extended warranty that extends the warranties from 2 years to 5 years 

3. There is a TSB from 2019 that i now have a copy of that clearly shows Jeep and Fiat Crysler are aware of the issue and have been for a long time

 

So of course I'm no lawyer but I don't see how this could look good for them in any way in a court of law.

With luck you can keep it in the Small Claims track.  Otherwise, as per Digger’s experience, it is not always about who is right legally as big companies will try to use the threat of financial muscle to force you to back down for fear of the consequences.

Edited July 7, 2022 by UKTJ
Typo

[digger]

Andy, you have my support and I wish you good luck. I agree with UKTJ , if you can keep it as a small claim it would be better. Obviously , the first approach is to try and gain agreement with Jeep but as UKTJ says in concept ''Big companies rule''!

[Raakhee]

@andyjtait just bear in mind that there has been a change in UK legislation that raised the cap for small claims from £1000 to £5000 in effect from 01 June 2021. That means that in the likelihood of you winning, you may not be able to claim back your legal expenses. 

[MGomes]

Following this topic has I have a similar issue and the dealership called me on Sat and stated they cannot help (it seems they spend 4K on one of their own Jeeps) with the matter.

Their recommendation was to open a case with Jeep CS - I will be doing this tomorrow, lets hope Jeep does it thing...

[andyjtait]

32 minutes ago, MGomes said:

Following this topic has I have a similar issue and the dealership called me on Sat and stated they cannot help (it seems they spend 4K on one of their own Jeeps) with the matter.

Their recommendation was to open a case with Jeep CS - I will be doing this tomorrow, lets hope Jeep does it thing...

Let me know how you get one as this is the route that I went down by raising a case and Jeep still refused to honor their warranty. 

[MGomes]

19 hours ago, andyjtait said:

Let me know how you get one as this is the route that I went down by raising a case and Jeep still refused to honor their warranty. 

Hi Andy,

I have just opened my Case with Jeep CS - they have always been good with me until now so we have to wait and see. I also have the TSB (Technical Service Bulletin) that refers to this issue and the pics on it match my car (https://www.tsbsearch.com/Jeep/31-002-20?fbclid=IwAR2MtXjiXmvLCA2p1rdroEMA_IRXYY5mUPZCV7BPUggnrlOVRPyAbCC5puE) - I am hoping this will help for a good resolution of the issue - on my case we are talking ALL hinges and windscreen (noticed when polishing Hank at American SpeedFest)...

[MGomes]

Quick update on this one... after a couple weeks Jeep CS directed me to a authorized repair shop near the Jeep dealership I use - because of work and a few bits I was only able to call them today, they would have been available for me to go there today if I could! Driving there on Weds AM so they can take pics and send a quote to Jeep. CS have not confirmed they would do the repair under warranty (the claim is paintwork is only 2 years), but due to my previous issues with the Jeep dealership in Southampton (that delayed any other claims) they might consider it as "good will" - so lets see what happens from Weds next week on my side...

[andyjtait]

On 26/08/2022 at 11:18, MGomes said:

Quick update on this one... after a couple weeks Jeep CS directed me to a authorized repair shop near the Jeep dealership I use - because of work and a few bits I was only able to call them today, they would have been available for me to go there today if I could! Driving there on Weds AM so they can take pics and send a quote to Jeep. CS have not confirmed they would do the repair under warranty (the claim is paintwork is only 2 years), but due to my previous issues with the Jeep dealership in Southampton (that delayed any other claims) they might consider it as "good will" - so lets see what happens from Weds next week on my side...

So how did you get on with getting the repair authorised I’m intrigued?

 

Just an update from my side we have just got the Jeep back from the garage with new bonnet all sprayed up to match.  It’s cost just over £3000 to put the new bonnet on and spray it.  The garage, as well as another motor professionals, have all confirmed the issue is corrosion and it has not been caused by defects to the paint; in fact the garage said that most of it looks like a result of the seams not being sealed correctly at manufacture which has led to the aluminium corrosion.

 

So, next step now is to get the independent specialist assessment done on the old bonnet to confirm what all of these professionals have said and once i have their report i am going to nail Jeep through the small claims court.  With the evidence i have now i cannot possibly see how they have a leg to stand on.  Lets see!