I was going to do my own post, but it seems like this one is a good place to put this information as it is directly topical and may lend insite as to what you can expect in terms of coverage and reimbursement in the event of a breakdown while in the coverage period.
Vehicle:
2022 Ram 3500 Cab Chassis with the same Aisin transmission that they put in the HO models.
K1 snapring failure at approximately 37,500 miles.
Situation:
This occurred in remote Utah, 28 miles from the nearest town, and 109 miles from the nearest Ram dealership in Cortez, CO.
Called roadside assistance, was sent a text link to fill out a request. Filled out and submitted the request via the link, received a callback within 30 minutes.
- Roadside: We cannot find anyone to tow you, do you have a zip code to help us source a vendor?
- Me: No, I am in the middle of nowhere, approximately 22 miles from X intersection along route X. I can provide you a GPS coordinate.
- Roadside: I cannot use a GPS coordinate. Without a zip code I cannot help you. Can you call us back tomorrow and we may be able to assist you better?
- Me: I am stranded on the side of the road, in the middle of a desert, with no facilities available, and you want me to call you back tomorrow to see if you MAY be able to help me? This is not a realistic option, please advise.
- Roadside: I can call 911 to help you if you like. That or you could find your own vendor and seek reimbursement.
- Me: You cannot find me for a tow truck, but you can assist me by calling 911. How do you know where to send them, and what is my immediate life threatening emergency that requires 911?
- This went back and forth for a few rounds before we told them we would self help and seek reimbursement.
Source one of the only two tow services within 50 miles, provided them a GPS pin drop and picture of the truck, they quoted a tow to the closest RAM dealer and arrived in two hours. $2050, 109 miles, and a few hours later we were dropped off at the RAM dealer in Cortez, CO. It was Easter Sunday, so they were not open.
I won't cover the details of getting transportation to Durango for the family and pet, getting lodging, obtaining a one-way rental vehicle (closest rental place which had a one way was Durango), loading up the rental truck with all of our stuff, and driving 5 hours to our home.
The dealer in Cortez was amicable, though they did not promise anything in terms of warrant support. In the end, they determined it was the K1 snap ring failure issue, that parts were on order, and that they would call us once repaired. All costs of repair would be covered. So we will drive the 10 hours round trip to pick it up once it is repaired. At least fuel is cheap these days...not.
Submitted a reimbursement request via Stellantis site, requested reimbursement for tow, uber to nearest city, loading for 1 night, and one way rental to home. Received a reply indicating they would cover up to their maximum amount. Check the ticket and of the $2500 plus, they would reimburse exactly $100.
Called to ask and was told:
- They only cover towing up to a maximum amount of $100.
- They do not cover other incidentals.
Asked to escalate and was denied.
Contacted RamCares, was told they only cover 10 miles of towing, and reimburse up to a maximum of $100.
Asked to escalate and was sent to roadside assistance who said the exact same thing.
From the Mopar roadside assistance website:
https://www.mopar.com/en-us/assistance/roadside-assistance.html
- Under Coverage Details: 24 Hour Towing Assistance covers jump-starts or towing to the nearest FCA US LLC dealer and is applicable for the term of the manufacturer's warranty period of 5 years or 60,000 miles (gas) or 5 years or 100,000 miles (diesel), whichever comes first.
- Under What to Expect: The towing service will transport your vehicle to the Service Department of the closest Chrysler, Dodge, Jeep®, Ram, FIAT® or Alfa Romeo dealership. Please keep in mind, if you choose to go to another dealership, additional charges will apply if the added distance exceeds 10 miles.
A - I was essentially left abandoned on the side of the road with no support or roadside assistance service at all.
We were fortunate that the weather was good, that we had Starlink to find a tow service, and that we had a camper to shelter in with onboard water.
B - I was towed to the closest RAM dealership available.
C - I did not choose to go to another dealership so the "charges will apply if the added distance exceeds 10 miles" does not apply.
In short - unless you happen to fall within a very narrow window of proximity to dealer, identifiable physical location with a street address, you will receive no adequate support from Roadside Assistance. You will be left to foot the bill beyond the $100 mark, and they will NOT follow the published coverage on their own site but rather their own internal policies which are not consistent with what they market to the public...even if you read their fine print.
One other point of note which is a slight deviation from the topic, but related:
Over the course of the last 37 years, my wife and I have owned 27 vehicles between the two of us. The vast majority of them purchased used with over 100k miles on them, and many lasting into the lower 200k miles before selling them. This is the first vehicle that has left us stranded on the side of the road of all of them. Maintenance was up to date, the vehicle weights etc. are within the manufacturer's limits, and we drive this thing with mechanical sympathy. The fact that this was a TSB failure and covered provided some relief in our choice of vehicles. The way Stallantis failed to support us in any meaningful way remains abysmal.
I also run a fleet of over 300 vehicles across multiple states. Far be it from me to remember this when RAM comes knocking on our door each quarter to incentivize us to purchase their platform.
