Complaint Review: Dodge

On June 7, 2014 while driving on the freeway in our 2007 Dodge Ram 1500, the front axle seized up. As we pulled off the freeway, we observed a large amount of gear axle oil on the freeway shoulder, under our truck and completely saturating our trailer hitch.  

We had our vehicle towed to Valencia Dodge where our service advisor, Tony stated multiple times he had never heard of this happening before. Our truck continued to leak a large amount of oil in the parking lot of Dodge. On Tuesday, Tony called my husband and stated Dodge would not be repairing the truck using our lifetime powertrain warranty as their position is the damage occurred due to "abuse of vehicle." Dodge claims my husband hit "something" at an unknown time causing the gear oil to leak unnoticed for an "unknow duration of time." However, the truck was just serviced at Hunter Dodge and we were not told on any leaks or damage to the truck. 

We were also informed that after the repairs are done at Dodge, the new parts will no longer fall under the lifetime powertrain warranty and will only have a 3 year/36,000 mile warranty on them. After sending a letter to the CEO, we were referred to  Marvin on The Executive Referral team. I spoke with Marvin at approximately 1000 on June 23, 2014 and at the conclusion of our conversation before Marvin hung up on me, he informed me that I could not talk to his supervislr or anyone else but him, he also equated the manufacturing problem with our truck as being the same as if he "...parked his car at night and in the morning got up and found his bumper crumpled up." Marvin treated me as though I was insignificant and belittled me for not going to the owner of Valencia Dodge if I felt there was a problem. I apologized numerous times for wasting Marvin's time and was in tears at the end of the conversation. Marvin also claimed to have called me 3 times and accused me of not follow on up. Marvin became angry when I informed him he had only made one call prior to this one.  My husband then called Marvin and Marvin picked up the phone and simply hung up immediately. I followed up with an email to Jenny at Chrysler Customer Care who up until this time had been emailing me with updates on my case number and who could help me resolve this problem. 

I will be writing an additonal letter; however, this situation feels hopeless to me as the precipice letter I mailed ditectly to the CEO was signed for by someone else and Marvin has made it clear I cannot talk to anyone else about this matter.