Ram Trucks

This is a generic (no names) version of a letter I sent to Dodge/RAM CEO and Stellantis North America CEO. Neither CEO's executive team responded to the letters.

So my warranty work still remains unresolved. My 2 cents - Don't buy a new Ram, at least Ford took care of my problems. If you have issues on your New Ram, you may be on your own. The RAM Executives will not respond or help.

At least that is the case for me so far.
Date: February, 01, 2024
To: Mark Stewart, CEO Stellantis North America Timothy Kuniskis, Brand CEO Dodge and Ram
From: JBowen
Subject: Ram Truck, VIN: PN507134
Dear CEOs
I am writing to tell you of my first experiences with RAM. I purchased a 2023 RAM 1500 Limited on 11/27/2023. My prior trucks were Ford F-150s, but I thought I would try something different this purchase cycle and the RAM 1500 had some good reviews. Whether the RAM truck will turn out to be a great truck that I am happy with or not, I cannot say.

A buyer must get through the buying process and be happy with that experience and the initial vehicle quality first.
I purchased this truck and had it delivered to me four days later in another state. I did not find a truck at a nearby dealer that had the options I wanted. I ask the selling dealership several times about the condition of the truck and was told the vehicle was new, it has 12 miles, it is perfect, it is beautiful. No scratches, dents, ding, scuffs etc., inside or out, is what I ask the salesman before I signed the paperwork, I was told No.

I was told it would be detailed inside & out and arrive with a full tank of gas. Youre in good hands the salesman told me, so far a very pleasant experience. What I actually received several days later is a truck that was sitting on a dealer lot for approximately 11 months and looks to have had absolutely nothing done to it, Im not sure it was ever even washed. It had sharp instrument damage several inches long cutting into the driver seat leather, small scratches on the dash that could be from original install or from dealer damage, big scuffs on door panels of two doors, rubber surround trim pulling lose from headliner, speaker covers tarnished and scratched, a tailgate that needs adjustment, low on antifreeze, chrome trim pieces that have large gaps in places, large gaps on one side of front bumper, a rambox cover that bows out, mud all over the inside and outside, completely filthy, 31 miles till empty, a pair jumper cables thrown in and left in back seat, etc.

I could go on with my twenty plus item list, but you get the point. How does any RAM dealership allow a New Truck, or any truck in this condition, and with these damages, off their lot? How can the sales person misrepresent a new vehicle this much when ask about the condition, especially from a buyer who is not onsite but is looking at pictures that do not represent the vehicle they received. Not even close.

How does this happen? How does Ram not catch a few of these warranty items before it leaves the factory?
I emailed the General manager 20 plus pictures and a letter of issues. When he called me back, Instead of showing empathy for me, or caring to deal with the truck issues at hand and what they were putting me through, he could see the pictures clearly, he had a letter stating damages!!!. Instead, the very first thing Rob told me rather aggressively, was that they are a private dealership and Stellantis and Ram cannot tell them a darn thing.

He can fix the truck or not fix it, it is totally his choice, period!. So lets be clear on that!!!. So instead of trying to diffuse a bad situation, the dealer had to show me that they were in control.
Following that conversation, I am the one who has had to call the local dealership service manager and set up an appointment and take the truck in for an inspection and to get them to go over the list of problems, all the dealer wanted to do was to detail the truck. Three weeks I finally have simple inspection estimate of $6,673.86 to correct several damage items, not including warranty or initial quality items to be corrected, although I have never be shown the full inspection report.

This does not include my expenses for not being able to drive the truck for 7 weeks and no loaner car, or my insurance cost, or my stress level for that matter, etc. I have only driven it 6.5 miles to my local CDJR dealership where it sat until I picked it up on 1/19/2024 after 46 days. Expensive vehicle purchases require continued ownership satisfaction, that is what it is all about in the long run. I am not sure how long that will take to recover considering my dealings with the selling dealer and delays at the local RAM Dealership.

Dealerships are RAM as far as most owners are concerned, this is where the rubber meets the road. If Stellantis wants to close the gap with competitors on full size pickup trucks, it all starts with a quality product that is backed up with reputable dealers who are honest in their dealings with you, treat you respectfully, fairly, do what they say they will, and provide excellent customer service. In my professional opinion, none of these happened with me, a complete failure from the salesman, management, and finally the owner of the dealership. The dealer was not interested in a vehicle inspection, or fixing the damages that they were made aware of on 12/4/2023.

They believe their only failure was the lack of a detail job on the truck, even though they had pictures of cuts and scratchs, overall condition, etc. I was finally able to settle the delivey issues, but Warranty still Remains!!!
Maybe I received the 1 out of 1000 treatment, I do not know. But this is my treatment, my continuing ordeal, my very first experience with Ram, and it covers two dealerships at this point. It is so very aggravating.

I told the local CDJR dealer who has had the truck on site for 5+ weeks, to please go ahead and take care of the warranty items on the truck. I picked my truck up 9 days later on the afternoon of 1/19/2024 with nothing being done yet and no one has ever followed up with me like they said they would. I waited 11 days I then sent the service manager another email 12 days ago, but no reply as of yet. So I have now almost given up on those items being completed at the local dealership, Bay CDJR.

The survey girl from the dealership called me and said she would put my information back in front of the Service manager, but still no help or follow up. The next closest dealer is over an hour away. So as of now I still have original quality and warranty issues unresolved. How much more of my time and inconvenience should I be required to endure?

I have never received this kind of treatment from Ford, or Mercedes, or Genesis. How long should I have to wait (in your opinion), to get some warranty items done, one week, two weeks, more?. The local Ram dealership employees are all very nice, they just never get around to working on my truck. Now after finally getting to drive it, I have noise cancellation issues (or something) on top of the other warranty items.

As a CEO, try to put yourself in my shoes. I purchased a new Ram 1500 with almost $70K out of pocket. What do you honestly think my satisfaction level is right now on initial quality, dealer service, and my truck overall? Did I mention two months of my warranty will have expired while sitting on dealer lots trying to get the selling dealer to do the right thing and then trying to get warranty work done on a new truck.
I will close with this main point.

Never in my 42 years of buying cars and trucks have I personally received a level of dealer service so low, that it does not justify being labeled as customer service. The dealer misrepresented the vehicle that they sold to me, whether intentional or not. Then they did not have the moral decency to make the customer whole in my opinion. They just drag it out and hope you will give up or take less, which I eventually did.

I never received my Customer Satisfaction Survey from Ram or the Selling dealer. I am guessing that if a customer has a bad experience, you do not get the Survey!!! Which begs the question, what is the survey for then, if not to help improve the level of customer service and customer satisfaction, and improve Ram?
My overall experience is very sad for me as a first time Ram customer, and bad for Ram as a brand. I thought the top leadership at Ram and Stellantis would want to know of my treatment and my ordeals regarding a new Ram truck.

Maybe it will help RAM with service and quality improvements, as well dealer policy changes. No buyer should have my experience to happen to them.
I emailed this letter though Rams portal, but never received a response. So now I have mailed it. I look forward to your executive teams response to my ordeal, and helping me with my warranty, warranty repairs, and initial quality issues, etc.

Hopefully my experience will be better going forward. What Ram corporate does may go a long way towards my overall customer satisfaction.
Best Regards,
Attachments: 1. Email to General Manager on 12/04/23 about deliver condition.
2.

Last Email to Bay CDJR, my Local Dealer service manager Im still trying to get warranty work completed.
Now 12 days after mailing this letter to the two CEOs, I still have no response from Ram or Stellantis. I conclude they just do not care, they are too busy dealing with Recalls I guess.

I asked for all information that was presented in my case to please email me every thing and all I got was q1 lame report of warranty replacement denial for the reason of Installing a aftermarket plow it's the same plow dealership sells and installs and truck came from factory equipped with a snow plow prep package wtf are you kidding me 21k miles 2022 ****hd work truck that was made to plow snow and getting told I used it beyond what it was designed intentions was. Ram designed it to be weak and break where it did for safety crash reasons and allowed it to have a plow

So humor me and explain what I did wrong I didn't build it or allow a plow to be on the truck and all impact and force is directed to the designed spot to break on impacts wow andyoucantfight corporate nothing like sticking it In dry

Dear Legal Team at RAM,
I hope this email finds you well. I am writing to bring to your attention a series of ongoing challenges we have been facing with our case, and we urgently seek your intervention and guidance.
To provide a comprehensive overview, we purchased a 2022 RAM 3500 DRW Limited Longhorn on January 12, 2023, with VIN #3C63RRKL7NG426566.

The truck, with only 4366 miles, unexpectedly broke down in our camping spot on 9/10/2023, refusing to go into Drive.
Roadside assistance was called, and we were informed that the truck needed to be at the highway for pick-up. We were advised that they could tow it only 10 miles, and any additional tow expenses would be our responsibility.
In the absence of immediate assistance, we had to hire a friend's truck to relocate our vehicle to the highway and subsequently retrieve our toy hauler. The truck was towed to Chapman Payson Auto Center, a small shop with only five technicians, where it sat for almost a month without any diagnostics being conducted.
It's essential to note that we were finally assigned a case manager, Ava, on 10/4/23. However, since then, our experience has been fraught with challenges.
On 10/12/23 we received this email from AVA, If you will be able to get to the dealership for a rental or loaner, the only other form of rental assistance I can offer, is for you to find a reputable rental company and pursue rental on your own.

Then I can later submit a check request for reimbursement.
We then asked if our truck could be towed to a different dealer with more technicians down in the valley closer to our home and hopefully that dealer will be able to get right to work on our truck. Our attempts to communicate with RAM on this were met with consistent directives to call roadside assistance for further towing, with the understanding that we would be responsible for the costs, relying on potential reimbursement from RAM. This never happened and the truck stayed at Chapman Payson.
In summary, our nearly $100k truck, with only 4366 miles, sat for nearly a month without any substantive assistance from RAM. We have not been offered a courtesy vehicle while our truck sits nearly 100 miles away, and our faith in RAM has been severely shaken.

The lack of support in such a critical situation is deeply disappointing. The initial breakdown stranded our family, and the subsequent handling of our case by RAM has been unacceptable.
Adding to our concerns are the delays and inconsistencies in communication. Moreover, despite numerous attempts in over 75 emails to escalate our case and seek clarity, responses from RAM have been sporadic, with approximately one response in almost 10 emails.
We currently have three outstanding rental reimbursements from 12/7/23 - 12/11/23 ($755.06), 12/22/23 - 1/2/24 ($2,386.55), and 1/19/24 - 1/19/24 ($392.59) that have yet to be processed despite our numerous requests as well as an email from Star on 1/18/24 stating This is Star with Ram Customer Care just assisting your case manager Ava with a few of her cases while she is away from the office. I wanted to notify you that a check for $1,015.71 has been approved as of yesterday and should be on its way to you in the next couple of days.

You should see that check within the next 30-60 days, but I do see most people receive their checks by the 14-day mark. I am unsure if any other reimbursement will be provided so I will assign the next follow-up for Monday, and I do hope Ms. Ava has returned to the office then to continue your case.
On 1/22/23 we received this from Ava. We are not able to reimburse both rental and car payments, at this time I will not be able to reimburse any further.

At this time, since all the parts needed for your vehicle have arrived, I will have to close your case out. If you have any questions or concerns in the future, please do not hesitate to call us back.

The biggest issue with this is Ava does not even know what is going on with the vehicle, that is was repaired once and that repair did not work and then a transmission needed approval from RAM and then would have to be shipped.
We kindly request your immediate intervention to conduct a thorough review of our case, escalate our case to someone else with more authority and address the rental reimbursement discrepancies, as well as provide guidance on the appropriate course of action moving forward. Your prompt attention to this matter is crucial, and we sincerely hope for a swift and positive resolution.
Thank you for your understanding and assistance.
Best Regards,
Cole Morris

I have a 2021 ram 1500 bighorn. Im writing this email because for the past few months I have been experiencing something wrong with the ignition.

Sometimes it will start and sometimes it wont. I have kept it fully serviced and every time this issue comes up I have to take it in and dealerships and mechanics find nothing wrong and I lose over 300$ every trip. Try to start the truck, wont start , check engine light comes up , once the truck starts the engine light goes off. I take it to get codes checked no codes found.

It happens again a few weeks later same deal. Currently towed to a dealership paid so far 250 for a diagnostic scan again. Look online literally hundreds of the EXACT same problem and same thing where mechanics cant find anything wrong. Idk whats going on but this is serious and like others would like an answer.

No codes no faulty systems wrong and yet this continues to happen and losing money. Sounds like some kind of scam going on

I have the premium sound system in my Ram and the voice control on the steering wheel does not work properly. It will not change the xm channels or control anything.

Ram says my unit is not supposed to function this way and Im out of luck. I checked several other vehicles (even with less expensive factory installed radios and they have this function). If they are do not function why are they there?? I can not get a contact number for Ram in the U.S.

and the customer people in what ever part of the world again tells me Im out of luck and there is nothing gutter they can do. They refuse to give me a number to contact and a higher level the dealership says the only number they have is the customer service number the dealer has had my vehicle for three weeks this time around but this has been going on ever since I took possession of the truck which I ordered brand new.

I have been buying Chrysler new since 1973. Ive always been a fan but this is out of hand for a $60,000 truck

Ola!

Minha filha e meu marido compraram no início desse ano uma Dodge Ram 3500 **** motor Cummings. Acontece que uns 4 meses após a compra a caminhonete começou a travar na 4a marcha.

Meu marido pesquisou muito, foi a vários mecanicos e por fim decidiu levar a caminhonete a um mecânico especialista em caixa- transmissão.

Pagou caro e o carro continuou a dar o mesmo problema, e agora não entra nem a marcha a ré. Ninguém descobre, ninguém consegue ajudar. E foi aí que pensei: quem fabricou tem a obrigação de descobrir o defeito. E assim estou entrando em contato com vocês.

Peço que nos ajudem, por favor!!! Meu marido está em depressao porque não consegue trabalhar. Um carro caro, demos o dinheiro que tínhamos na entrada da compra e pagamos caro por mês para, no fim, não podermos usar a caminhonete para nada. Ela está completamente parada há 4 meses!!!

Moramos em Indian Trail, na Carolina do Norte, 7537 Sparkleberry dr - 28079.

A caminhonete está financiada em nome da minha filha Fernanda Coutinho Teixeira e Silva. Solicitamos que nos deem uma direção a seguir, porque nossas forças se acabaram.

Aguardo uma solução!!!

Obrigada!

Silvana Coutinho

Stay Far Away From2023 Ram 1500 with e torque engine is about as bad as it get's. Wanted to order a 2023 Ram Classic because it did not have e torgue on it, but the dealership was unable to, which I think was just a line of BS on their part.

Had 4 Ram Classics with the Pentastar 3.6 engine, no e torque. All great trucks, great gas mileage etc. After convincing me they were unable to order a 2023 Ram 1500 Classic, I went along with their recommendation to get the 5TH generation Ram with the 3.6 and E Torque. What a mistake, I hate this truck, constantly shifting, even on a flat highway, all it takes is a bit of wind and the truck is continually downshifting.

Gas mileage just drops way off. You go down a steep hill and the truck downshifts, which helps their so called regenerative braking, but it almost redlines the tachometer. Previous generations of the Ram did not have this issue. The dealership told me the V6 with e torque would not affect my trade vale.

Another bunch of BS. Gone to several other dealers, Chevrolet, Ford etc. and the same story each time, trade in value way down because of the engine, they would have to wholesale to another car dealer as they do not want it on the lot. Each one said if it had the V8 they would not have a problem with it and it would be worth allot more at trade in time.

The engine and transmission in this truck are total junk as far as I am concerned. This Vehicle was purchased from Gandrud Dodge Chrysler in Green Bay Wisconsin.

After 7 Vehicles from them its time to say goodbye. Lost all my respect for this dealer and sales team.