ComplaintsforLaplante Chrysler Dodge Jeep Ram

• Initial Complaint

  06/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bought a Dodge Ram 2500 Diesel in 2019. Purchased for 93,000. With the purchase the dealership induced us into buying the extended warranty by "throwing in" 14 free oil changes if we bought the extended warranty. Manufacturers warranty sets oil change interval on this truck at 24,000km. This meant that oil changes would be covered for 336,000 km. On the basis that we would get these we purchased the extended warranty which was ~$5000. Oil changes are approx $300 each when done at oil service centre. When we went for last oil change the dealership said the oil changes were no longer free because the warranty on the vehicle expired. The dealership is now claiming that the oil changes were only part of their extended warranty and will not honor the deal they sold us. The salesperson even acknowledges this is (14 free oil changes) what they sold us and now acknowledges that at most we could get 5-6 out of the 14 that was represented to us when the vehicle was sold to us. This is a fraudulent misrepresentation on the part of the dealership.

  Business response

  07/10/2022

  Bonjour ********,

   

  Voici la réponse que nous allons réponddre (sur Google) au client. Comme mon message que je viens de vous laisser l'indique, le client a acheté une guarantie de manufacturier et a choisi de faire ses changements d'huile aux intervales qu'il a décidé (certains furent ? 10,000km, et d'autres à 23,000 km d'intervales. Nous ne contrôlons pas ce qu'il fait et bien évidemment nous suivons les guidelines de Stellantis quand la guarantie expire. Voici la réponse qu'on va lui répondre. Si vous avez des questions, vous pouvez communiquer avec ****** ****** avant 4:30pm aujourd'hui au ************. Sinon, avec moi, mardi matin.

   

  Merci bien,

  ********* ********

   

  Good afternoon *****,
  
  
  After reading your review, we looked at the signed service contract agreement when the truck was purchased and consulted the vehicle coverage that was registered with the manufacturer, and it confirms that the oil changes and the Ram extended warranty were both set to expire at 5 years or 100,000 km (whichever comes first). Oil changes are also based on engine operation conditions and heavy usage, which could accelerate an oil change interval. We understand your frustration but as a franchise dealer, we must follow the manufacturer guidelines.
  
  
  Regards,
  Laplante Chrysler Dodge Jeep RamTell us why here...

  Customer response

  07/10/2022

  
  ********** ********
  
  I am rejecting this response because:

   

  This is NOT what we were sold or told when we purchased the vehicle. We ONLY purchased the vehicle extended warranty BECAUSE there would be 14 free oil changes provided as an incentive to purchase the extended warranty. We NEVER agreed to a 5 year 100,000 km expiry on the oil changes.  It simply doesnt add up.  The oil changes are recommended at 24,000km by Dodge and even *** ******* the salesperson told us he recommends doing the oil changes at 16,000 km.  Even at that interval we would have had 224,000 km of coverage.  We were NEVER advised that the oil changes were part of the extended warranty. We were told the oil changes were being provided free of charge as an inducement to purchase the extended warranty.  How Dodge goes about managing the costs of these is none of our concern.  Our expectation is that Embrun Dodge fullfill its obligations and provide the remaining free oil changes as they were sold to us with the purchase of the vehicle, not included in any warranty.  

  Put it another way why would you tell us 14 oil changes are included if you know we will never be able to use more than 4 or 5?  That is Fraudulent misrepresentation.

   

  Sincerely,
  
  ***** ******

  Business response

  11/10/2022

  A Warranty Plan Plus was purchased, which includes the oil changes and the extended warranty with the same timeline coverage of 5 years or 100,000 km (whichever comes first). Oil change intervals may vary based on operating conditions. For example, if the vehicle's operating conditions include frequent short-trips, trailer tow, extreme hot or cold ambient temperatures, the oil change interval could be as early as 6,500 km; allowing ample time to complete all 14 oil changes within the 100,000km. Customer’s may elect to complete oil changes at his or her own chosen intervals.
  
  Sincerely,
  Laplante Chrysler Dodge Jeep Ram

  Customer response

  12/10/2022

  
  ********** ********
  
  I am rejecting this response because: this is not what was sold to us. 14 Oil changes were sold to us as an inducement to purchase the warranty because there was insufficient value in the warranty even with the oil changes over the 100,000 km. The salesperson said they would add the additional free pills changes over and above the warranty to ensure that these would be available even after warranty expiry.
  
  Sincerely,
  
  ***** ******

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩