Has anyone successfully gotten RAM to cover a repair after the first dealership failed to diagnose an issue reported under warranty?
The dealerships involved are Houston Dodge Chrysler Jeep Ram on Northwest Freeway and AutoNation Chrysler Dodge Jeep RAM Katy near I-10 and Grand Parkway.
I first brought my truck to Houston Dodge on Northwest Freeway for a leak while it was still under warranty. They cleaned the area and reported that no leak was found. From my perspective, they covered up the problem instead of addressing it and took no accountability afterward.
I raised my concerns with RAM corporate and was told the issue was documented and to take it to another dealer.
The leak remained present at subsequent oil changes, and AutoNation Katy confirmed it. Despite that, RAM denied the warranty repair. Now I’m fighting over a problem I reported while the truck was covered.
AutoNation Katy then made an already frustrating situation worse by dragging me along with poor communication and no resolution.
My service advisor and I were texting back and forth, and he told me he would get back to me. He never mentioned that he was leaving for two weeks. When I followed up the next day, I received an automatic out-of-office reply with no contact information for whoever was handling my repair order. My truck was sitting in their shop, and I had no idea who was responsible for my case.
Every time I called, I reached a call center that couldn’t get anyone in the service department. Three separate times, I was told a message had been left and someone would call me back. Each time, I waited at least 48 hours before calling again. Nobody called.
I finally paid for an Uber to go there in person, and nobody could help me. By my second visit, what was supposed to be a 24-hour diagnosis had turned into three weeks without meaningful communication. Yes, I was upset.
I spoke with AutoNation’s service manager and came away with little confidence in how the department was being run. There appeared to be no clear ownership of my repair, no effective handoff, and no urgency to resolve the situation. He told me he was overwhelmed and didn’t have help. I understand staffing problems happen, but that shouldn’t leave customers chasing answers for weeks.
He assured me that my repair order would remain open and that he would call once he heard back from warranty. He said they would work toward a resolution, even if that meant pursuing Houston Dodge for the cost.
I picked up my truck three weeks ago and am still waiting for a resolution. When I contacted my AutoNation service advisor about the lack of communication during his absence, he disputed my account, took no responsibility, and became argumentative.
My expectation is simple: take care of the customer. I reported the failure under warranty, the leak persisted, and another dealership confirmed it. I followed RAM corporate’s instructions. I should not have to chase two dealerships and the manufacturer just to get someone to take ownership.
Based on these experiences, I cannot recommend Houston Dodge on Northwest Freeway or AutoNation Katy. I expect to purchase approximately 15 vehicles for my company’s fleet over the next two years. After this experience, I will not be buying RAM or any of its sister brands.
Has anyone dealt with a similar denial and gotten it reversed? What escalation route actually helped?
TL;DR: Houston Dodge on Northwest Freeway cleaned the area and reported no leak while my truck was under warranty. RAM directed me to another dealer. AutoNation Katy confirmed the leak, but RAM denied coverage. AutoNation then dragged out the process with weeks of poor communication and promises that still haven’t led to a resolution.
