Problems with Chrysler and Ram - Warranty Issue - Fan Shroud Radiator Failure

By Oliver's on Aug 5, 2015 at 1:09 PM
  1. Oliver's

    Oliver's Drive Line & Gear

    Jul 16, 2005
    707 E. 12 1/2 St. Winston Salem NC 27101
    I have to voice my extreme disappointment and disgust with the Chrysler corporation, mainly the RAM division and it's customer service or lack there of.

    On Thursday the 30th of July, approx. 9:30am, my 10 month old, 2014 Ram 3500 Dually with just barely 20K miles on it suffered a catastrophic failure. While going up Black Mtn. in the western part of NC, I hear a loud plastic snap sound from under the hood. I pull over immediately, raise the hood to steam and antifreeze spraying all over the engine compartment. After letting it cool for about a half hour, I was able to see all the damage that had been done in those brief few seconds. A piece of the rubber that ties the two fan shrouds together had come loose. The fan sucked the 2" rubber cover into it, causing the fan to make severe contact with the radiator. The fan had cut a 4" circular slice into the radiator, loosing the bulk of the antifeeze on the shoulder of the road where I sat stranded, less than half way up the Mtn.

    After calming down a bit I called Ram road side assistance. The lady on the phone was very nice and made sure I was safely off the road. She arranged for a tow truck to take the dually to the nearest dealership (29 miles away), but stated they would only cover the first 20 miles of the tow and that the 24' enclosed trailer I was pulling would not be covered in the tow. She stated that I would have to call another tow service to take my trailer to the dealership. Not happy about that fact, but what could I do? The tow truck arrived and hour and a half later. We then begin to unhook the trailer, the driver asked what was in the trailer? An off road buggy he was told. Taking mercy on me, he said it can't be that heavy and once he loaded the dually on the roll back, he hooked the trailer up to the hitch on the roll back also. He then took the whole thing to the dealership in Asheville NC. I then paid my portion of the 29 mile trip, $100 dollars. No worries, the driver saved me that amount at least in another tow bill, I tipped him and he went on his way.

    Once at the dealership, they said they couldn't look at the truck until the next day, they were busy and I understand that completely. Meanwhile on the phone with Ram customer service, after hours of arguing and complaining, they agreed to get me a rental truck from the Enterprise rental car across the street from the dealership. While waiting for 5+ hours at the dealership, we start looking on google to see if this type of failure has happened before. Low and behold it has and quite a few times at that. Not only that, but there was a Chrysler Star case issued, stating "The Star case is S1307000002, release date 8/12/2013 covering the improper installation of the fan shroud at the factory." This resulting in the rubber coming loose and being entangled in the fan.…/1230249-radiator-fan-clutch-n…

    A little heads shroud

    2014 6.7 2500 Fan Shroud/Radiator failure - DODGE RAM FORUM - Dodge Truck Forums

    2013 dead on side of road - Dodge Cummins Diesel Forum

    Now 4pm we are just gettng back on the road to our original destination, still 3.5 hours away. Thinking everything was under control, I relaxed a bit. Friday came and went with no call from the dealership, thinking to myself, this is clearly a warranty issue, they have me covered. I didn't think much about it the rest of the weekend, again thinking this clearly was going to be a warranty issue and it will be covered.

    Monday afternoon I finally get a call from the service writer, stating that they are refusing to warranty the truck. They claim the damage was done by an outside force such as road debris. I am a mechanic by trade, have been for over 20 years, I own my own automotive service shop, I know what happened first hand and I'm not buying this cop out. Understandably angered by this, I immediately call Ram customer service back, just to be told that there is nothing they can do. Stating that the regional rep David Hooten had the final say and his decision could not be overturned. With over $1800 dollars worth of damage done to the truck, just giving in was not an option. So I call Ram CC back again, this time getting another person. I explained the situation to her and said let me see what I can do. Apparently all channels had not been followed, as they should have been. Breathing a sigh of relief and thinking surely someone with just a little bit of common sense would be able see what has happened and help me.

    Late the next day, Tuesday the 4th of Aug, I get a call back from the Ram CC folks, I can tell from the tone of her voice it wasn't going to be good news for me. She stated, after further review they would not be warranting my truck damage, again stating that it had occurred from an outside force, such as road debris. I again plead my case but realize I'm getting nowhere fast. I hang up knowing I am out of options. I need my truck back for work, it's 2+ hours away, I'm racking up a huge rental bill now that Ram will not be covering. I have no option but to pay the inflated dealership charge and get my truck back.

    What do I do?

    I write this in hopes of someone out there knowing who I can talk to and/or someone who can help, advise or otherwise.

    A little history on the truck. 10 months old, in the shop 12 plus times with various issues. 13 new tires, yes 13! 3 new wheels, countless TPS sensors, a cruise control failure, sliding rear window failure, driver side seat electrical failure, on top of the Ram factory recall warranty issues.

    Please share this with anyone who you think could be of help.

    Last edited by a moderator: Aug 5, 2015
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    1. RobMcBee
      "We're from the government, and we're here to help"
      Croatan_Kid likes this.
    2. Buminator
      I've never had any experience with them
    3. rockcity
      BBB is a private organization that gets paid by businesses to report on their good status.

      As a business owner, would you pay to be a member if they constantly hounded you and gave you bad ratings to the public??
    4. shawn
    5. Buminator
      Thank you that makes sense. I've only ever heard it mentioned and never researched it.
    6. Oliver's
      As said, the BBB is a joke, but I do appreciate the thought.
    7. Ron
      I wonder if folks at Cummins could offer any pressure in the situation.
      I mean if Chrysler has faulty radiator designs that are failing and they arent taking responsibility for, I wonder how may engine warranty claims they have pushed back on CMI that were the fault of Chrysler.
      Oliver's and Blkvoodoo like this.
    8. Oliver's
      The truck is supposed to be done today by 1p. We'll see how this goes.

      I contacted the local TV station in Asheville, about doing a story on all this. Coincidentally, they had an advertisement for stealership where the truck is, on their website. So I'm not sure anything will come of that.
    9. Andy J.
      Andy J.
      Any update on the pursuit of enacting the Lemon Law?
    10. RobMcBee
      I'm not so sure I'd want that particular dealership "fixing" my truck either.
    11. fordwheelinman
      I doubt insurance would cover a tow bill to another shop. Sounds to me like the perfect opportunity to trade. Aside from whatever is still owed being a hindrance.
    12. BrianGreen
      Leave the ram stealership and go straight to Ford/Chevy/GMC.
      02gmc5.3 likes this.
    13. Andy J.
      Andy J.
      Use lemon law to get a new truck with clean history, then immediately sell it. THEN go buy something else.
      Mac5005 likes this.
    14. Oliver's
      I got the truck back late friday afternoon. The horrible smell of burning anti-freeze was nauseating. It drove home fine. I let it idle for a several hours at a time this weekend, the smell is getting better, you can just barely smell it in the cab now.

      I'm not sure how they finagled it, but they somehow got the insurance company to pay for the rental. I didn't ask any questions, just threw them the keys to the rental and got the hell out of there.

      I likely will not pursue the lemon law scenario, the energy this whole ordeal has consumed has just left me exhausted. I will file paper work with the attorney general. I will also leave a negative, but to the point google review for Skyland, explaining all the shaded BS that has gone on. Other than that, this truck can't get gone soon enough.

      Thanks again for all the posts and great advice.

      I also am proud not one of you said "You should'a bought a Ford or Chevy or whatever" :)

    15. LBarr2002
      02gmc5.3 and shawn like this.
    16. rockcity
      Shoulda bought a 6.7 FORD. :D
    17. StretchASU
    18. rockcity
      Meh. Mine is at 185k and still working ok...

      Truth be told, all of them have their fair share of problems to deal with. :(
      farmboy and StretchASU like this.
    19. jeepinmatt
      Eh, not a fair example. If they have a FabFours bumper, they've probably dogged the truck all around the mall and the high school parking lot on a lope tune trying to roll coal with the tow mirrors out.
    20. StretchASU
      Truth right there. Had that conversation 2x this weekend with different people regarding the newer trucks.
      I didn't realize you had that many miles on yours already. Damn. That is impressive.
      I just need some FU money so I can have someone build me a turned up 12v/ZF6/4wd SRW Longbed 350 King Ranch.
    21. farmboy
    22. Oliver's
      That's what I drove for the 3 weeks I was down. I was very impressed with the power, noticeably quicker than my cummins. I did not like the 26 gal. tank though. Also seemed like fuel mileage was all over the map. Leaning toward a duramax at the moment.
      02gmc5.3 likes this.
    23. RatLabGuy
      OK I'll bite - what's wrong w/ the 26 gal tank? Too much at once?
      Seems to me that just means you can go longer between fillups, it's the same total at the end of the month.
    24. Oliver's
      My ram has a 36 gallon tank, I prefer bigger. Maybe it is the same total in the end, but it's less stops to make.
    25. rockcity

      I've been happy so far with mine. I think the tank size could use improvement.

      My fuel mileage tends to fluctuate as well but I've noticed most of the fluctuations due to the DPF clean cycle. Once it's disabled I've seen it level out and be much more consistent.

      I just don't like the DEF but accept that I'll have to deal with it at some point as a compromise to having a newer truck.

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