2022 Ram Promaster 3500 Service Experiences at 2 Local Service Centers
Why share this?
We've had a very bad experience with one local Ram Service Center, and ultimately our van issue was resolved at a very good local center.
As of today, our van has been at the two service centers for over 10 weeks.
Background:
On 5/10/2024 while on a
trip to Lake Erie and camping at Maumee Bay State Park, our power
steering stopped functioning. We looked at things that we could
possibly remedy but were not able to get it working. We ran codes
with our OBD ScanGauge, and the only code was “Failure to
Communicate with Body Control Module.”
We were able to drive
the van home on 5/11/2024 and on Monday morning, I contacted Key
Chrysler to schedule an appointment. The first open time was on
5/15.
5/15/2024 Dropped van off at Xenia Key Chrysler. Requested them to check
for power steering malfunction and service engine light on. No cruise
control. Explained that the OBD code fault showing is “0140 Failure
to communicate with body control module. Service Advisor Connor condescendingly states “That has
nothing to do with the power steering.” Also asked them to do an
oil change.
5/22/2024 No call or information received.
Called Service at 5pm and was told by female that Connor had left
for the day. I was informed that Connor would call with an update the
next morning.
5/23/2024 No call, email or voice message
received.
5/24/2024 Called and again spoke to female in
service center. She told me that the vehicle was invoiced and ready
to go. I questioned that and she said she needed to check with
Connor.
When she returned to the call, she apologized and
informed me that there was a mix up because there was a vehicle for
another “Norris” there. My vehicle was still being checked. She
said that Connor said he left a message (rechecked and there were no
cell or home phone messages). Said that he informed her that they
were still attempting to diagnose the issue and would contact me.
5/29/2024 I called and spoke with Connor. He stated “the
technician is doing a test drive right now.” No additional info,
but I was told that I would be updated.
6/3/2024 No additional
updates provided , so I called and spoke to Service Manager Eli. Connor gone for the
day. Eli will give him message to call “first thing in the
morning.”
6/4/2024 No calls received.
6/5/2024
Called and reached Connor. States “still diagnosing,” and
that “Service Manger will be calling you in the morning.”
6/6/2024 No calls today.
6/7/2024 I called
and asked for the Service Manager, Eli. He apologized for not getting
back to me yesterday.
He says that they have determined that the
issue is with the “Steering rack and pinion” and that they may not be able
to do the replacement at their facility. States that they have one
rack that can hold van, and that it is booked up. If they are able to
do the repair, he is not able to provide any time frame. I explained
that we had hoped to use it for an upcoming trip on 6/20/2024, and
he’s not able to offer any resolution by then. Our only alternative
would be to transport it to another Ram dealership.
6/10/2024
Opened case with Ram Cares. Case #90280702.
Spoke with Cash. She will contact Key Service Manager Eli to see what
can be done to expedite. Will send e-mail update.
6/13/2024
Have not heard or received any additional info, so contacted RAM
Cares Case Management. Angel is the Case Manager. According to RAM
Cares call rep, there is an update to the case as of 8am and she is
going to contact me today.
6/13/2024 12:18pm Angel
returned call and there has been no contact with the dealership. I
voiced concerns that a case was opened 4 days ago and that no contact
has been made by RAM Cares with the dealership. After discussion, she
agrees to contact the dealership and to call e today with an update.
Angel’s direct line: 877-633-1105 ext 5141041
6/13/2024 4:15pm
Received call and update from caseworker Angel. She has contacted the
Key Chrysler Service Manager, and reports that he states that they
anticipate having the repair done “within one week.” She will be
checking with them again on Monday morning to provide any additional
updates.
6/19/2024 Angel called and stated that she
tried to get in touch with the Key Chrysler Service Manager
unsuccessfully. She will try again in 48 hours. Requested e-mail
update as I will be traveling on 6/21/2024.
6/21/2024 Did
not receive an e-mail as requested, but instead a voice message
basically repeating the complaint with no additional update. No note
of any actions in progress.
6/25/2024 The van has now
been at Key Chrysler for 6 weeks.
Called RAM Care contact
number and left voicemail for Angel requesting update today.
6/26/2024 Received email from
Angel listing 2 service centers that have lifts that would
accommodate the van.
6/27/2024 I called the nearest
center (Dave Dennis Chrysler) that was provided in the email from
Angel. Spoke with “Tom.” He states that they do not have a lift
with the correct capabilities. He states “we actually send vehicles
to Key Chrysler because they have a heavier lift.”
I called
the second center that Angel sent which is London Chrysler in London,
Ohio. Spoke with a “Corey,” who states that they have the
appropriate lift and can service the vehicle. Advised that we will
arrange to get the van to them tomorrow (Friday).
6/28/2024 We went to Key with
the intent to drive the van from there to the London service center
(the van was driven to Key sans power steering). The van was parked
in their remote parking area and would not start.
We informed
Service Manager, Eli, and he brought out a wheeled jumper.
It
did not have enough of a charge to jump the van. He brought out a
second unit, which also did not have an adequate charge.
I then
retrieved our own portable jumper from our Subaru and jumped the van.
Upon jumping it, the van started and all accessories activated, but
the van shut down immediately when the charger was removed. Eli
repeated this multiple times with the same result. He then asked “do
you want us to look at it?” To which I responded “since we’re
here to drive it to London, of course we do.”
We left the van
there for them to check the battery and any necessary diagnostics.
We left Key at 10:20 with the
understanding that we would be called this afternoon with an
update..
6/28/2024 15:10 I called Key for an update. Was
told the battery was being replaced.
6/28/2024 16:40 I
received a call from Eli stating that battery was replaced and the
van is ready for pick up. I questioned whether the alternator could
be the problem, and he stated that if the alternator was not working
properly a code would be shown. I will call Eli on Monday morning,
and he will make sure that the van starts OK before we arrive to
drive to London Chrysler.
7/1/2024 10:30am We picked up
the van at Key Chrysler and drove it to London Chrysler Dodge Ram
Jeep. Note that there was 1 mile on the speedometer since dropping
off on 5/15/2024.
At LCRDJ, Service Manager Corey was updated
on battery replacement and oil change that was done at Key.
7/1/2024
Received
a call from Corey at 11:03 saying that there was a recall on the van
regarding the backup camera and that our van doesn’t have the
issue.
Also, Corey states that they ran codes on the van and that it displayed
over 100 codes. States they are down to 15. States that codes were
not re-set after battery was changed at Key. He will keep us updated,
but doubts that they can do much until after holiday.
7/3/2024
Received an update from Corey saying that they were not able to get
it checked due to the holiday.
7/8/2024
Received a call from Case Manager Angel stating that a technician at
London CDRJ is out on a medical problem and that it will delay
diagnosis of issue.
7/12/2024
I called London CDRJ and spoke with Corey. He states that diagnosing
the issues is complicated and that there are plans to work on it on
Monday (7/15/2024).
7/16/2024
Received a call from Corey. He states that they have a diagnosis.
There’s water in the power steering connectors/wiring harness.
States that they are checking on what will need to be replaced and
ordering parts.
7/23/2023
I
called Corey at London CDRJ to check on progress. He states that he
is awaiting info on how to obtain the needed connectors.
7/29/2024
I
called LCRDJ for an update. Corey says he is still working to order
the parts. I again voiced concerns that this ordeal has now been
going on for over 10 weeks. He sympathized, and states he will
contact Chrysler today. I told him that I’d be awaiting a follow up
call today.
7-29-2024
Corey
called back and said that parts are ordered and will be in Wednesday
(7/31/2024). States that they will install on Thursday and that he
hopes to have the van ready for pickup on Friday.
8/2/2024
Cory
called at 8:00 this morning and says the van is ready!
We
picked it up and everything is covered under warranty. Corey and
Diane spent time explaining the diagnosis process and the issues they
had in getting the problematic connector (pictured below) ordered
(they couldn’t get just the connector, but had to instead get the
harness).
Everything is working as it should! We highly
recommend London CDRJ!
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