Chrysler Company LLC Chrysler Customer Assistance department Chrysler did not honor Mopar Vehicle protection warrant Chicago IL - Illinois

I purchased my 08 Chrysler 300 in 2009.  At the time, I also purchased the Mopar Vehicle protection plan coverage for the life of the vehicle.  This vehicle protection was a bit expensive but it gave me the piece of mind that if I ever had any issues with the vehicle it would be covered.  

I get my vehicle serviced at the Chrysler dealership frequently and have minimal maintenance issues until now.  On Friday 12/09/2016 I experienced a coolant leak, I promptly called my Chrysler vehicle protection to make sure it was covered. Much to my surprise, I was informed by the representative the Powertrain portion of my warranty had been voided due to a missed 5-year inspection.  Immediately I replied, "How can that be?" I wasn't made aware of any inspection that was needed to keep my warranty intact.  

I advised the representative. I was not sent any correspondence of this inspection, nor was I given a phone call or even advised by the service agent when I have taken my vehicle in for numerous oil changes through the years.  The rep proceeded to explain, there is no correspondence sent out regarding this and it is up to the customer to know when the inspection is due.  The rep stated they would create a case and have a Supervisor call me back in 1 business day.  

Meanwhile, I took my car into the Napleton Chrysler dealership on Saturday morning to diagnose the issue. It turns out to be an 1100.00 maintenance cost for parts and labor.  They stated I needed to replace a busted coolant tube, heater hoses and upper and lower intact manifold gaskets.  

The service agent then told me at the time nothing was covered under the expensive vehicle protection warranty I had purchased at the time I bought the car.  I was absolutely floored!! How can this be?  What's the point of purchasing this warranty when I can't use it when I need it?!

I left my vehicle at the dealership and advised the service rep to do nothing until we get this warranty issue resolved. I again called Chrysler on first thing Monday morning trying to address the issue and was bounced around to several different departments which everyone seemed to pass the buck.  I ended the day with several hours of missed work and no resolution. 

I again called first thing Tuesday morning and demanded that someone give me a call back to address the matter.  I advised my car has been at the Chrysler dealership being denied repair coverage since Saturday morning.  A supervisor finally called me several hours later. I spoke with Stephanie SL726 in the customer care department who inquired about the problem. 

I went on to explain to her that I have the Mopar Vehicle protection I purchased when I bought the vehicle. My car is at the Chrysler dealership as we speak, with the warranty coverage being denied.  I advised her I had been informed the powertrain portion of my warranty had been voided due to a missed 5-year inspection I wasn't made aware of.  

Stephanie proceeded to state you signed off on paperwork when you first purchased the vehicle regarding the 5-year inspection.  She went on to say they do not send out any correspondence or reminders, the dealership is not obligated to advise the customer of the impending inspection when the vehicle is in for service and it's totally up to the customer to remember 5 years from the purchase date of the vehicle.  She went on to say there is nothing she can do to reinstate the warranty.

I replied to Stephanie, "you can't be serious?!" 1. Of all the paperwork signed during a vehicle purchase, you expect me to specifically remember a 5-year inspection disclosure?  2. You seriously expect a customer to remember an inspection date 5 years after the date of purchase without any reminders or correspondence sent out?!  I stated, don't you think some type of notification should be sent out to customers regarding an inspection especially if has the ability to void your warranty if missed?!  I advised Stephanie even the other representatives in her department, on previous calls agreed some type of notification should be sent out, as they receive  numerous complaint calls on this matter.  

Stephanie had only one monotone reply, "I understand your frustration but there's nothing I can do".  I strongly disagreed with her answer and requested to speak with someone higher, she stated she is the only person I could speak with.  I asked for a number for the executive resolution center, she again stated she was the only person I could speak with. I ended with, it is ridiculous to spend that amount of money on a vehicle warranty to have a piece of mind, only to be denied coverage and stuck with an 1100.00 maintenance cost when try to use it.  

Left with little recourse I am filing this complaint in hopes no one has to go through this very disheartening situation. This is a display of an extreme lack of customer service and disloyalty on behalf of Chryler Corporation, LLC to its valuable customers.