Its official, for me I will never own another Dodge or FCA vehicle. I really like the looks, performance, and features of my 2021 Durango Hellcat, but the dealership network around me has completely ended any desire to own another one. I get it, things happen, complex mechanical machines break down, but when the service and support after the purchase is this atrocious then it's time to look for something better.
BACKGROUND
This is my second Durango, my first was a leased 2018 SRT and I only had a few minor but very annoying problems within the first few weeks of ownership that were fixed pretty quickly by the dealership such as not being able to put fuel into it (this was fixed). I then got the 2021 Hellcat and once again I've mostly only had a few but very annoying problems such as the center screen glitching (this still isn't fixed despite 4 trips to the dealership), and now transmission issues at only 34K miles.
CURRENT DAY
So, I am now at only 34K miles, never launched it, never tracked it, no engine mods, the most I have ever towed was about 5,000lbs for about 40 miles and below are the two current issues:
The dealership network and atrocious customer service for the dealers around me that are within a reasonable driving distance is the real reason why I am moving on. I bought the "Maximum Care" extended warranty for over $4K after spending $120K on the vehicle and below is what I am getting for "customer service" as I try to get the vehicle looked at:
BACKGROUND
This is my second Durango, my first was a leased 2018 SRT and I only had a few minor but very annoying problems within the first few weeks of ownership that were fixed pretty quickly by the dealership such as not being able to put fuel into it (this was fixed). I then got the 2021 Hellcat and once again I've mostly only had a few but very annoying problems such as the center screen glitching (this still isn't fixed despite 4 trips to the dealership), and now transmission issues at only 34K miles.
CURRENT DAY
So, I am now at only 34K miles, never launched it, never tracked it, no engine mods, the most I have ever towed was about 5,000lbs for about 40 miles and below are the two current issues:
- Center Console Issues - the navigation system in the center console continues to be completely useless. The vehicle spent almost 4wks and multiple trips to the dealership and they couldn't figure out the problem. After the warranty ran out it went downhill pretty fast and now it just reboots if I even pick the navigation screen. I have to use my phone for all navigation. Also, a really annoying ad to buy Sirus satellite radio pops up and until I close it, all of the controls on the screen are locked out.
- Transmission Issues - the transmission feels like the front and rear wheels no longer spin at the same speed; shifting is very rough at low speeds, backing up the back wheels and front wheels feel like they are fighting each other, and I had a hard time just pulling into the garage the other day because it was jumping and shaking while easing into the garage. At highway speed things smooth out.
The dealership network and atrocious customer service for the dealers around me that are within a reasonable driving distance is the real reason why I am moving on. I bought the "Maximum Care" extended warranty for over $4K after spending $120K on the vehicle and below is what I am getting for "customer service" as I try to get the vehicle looked at:
- Dealer 1 - told me that even though my warranty states "$35 first-day rental" coverage and "$35/day car rental allowance", what that really means is I drop off the vehicle, have to take a courtesy shuttle back home, wait however long it takes for them to diagnose the vehicle, then wait however long it takes for FCA to authorize the repairs, then on my own dime get to the nearest car rental place to rent whatever they could possibly have for $35/day. Oh, and by the way, when the vehicle is ready for pickup I have to drop off the rental car then pay on my own dime again to make my way back to the dealership.
- Dealer 2 - told me I would have to make an appointment to get the vehicle looked at and was unable to tell me what their loaner car policy even is. Their first available appointment is 4 days away. When I mentioned the transmission could literally tear itself up by then, and who would be liable for the repairs if I keep driving it and that happens, he said well my warranty includes roadside assistance and it could be towed in after hours in that situation.
- Dealer 3 - had no idea about their loaner car status or availability and said they would call me back....so far 4hrs later haven't gotten a call back.
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