The 1999 Jeep Grand Cherokee was leased on May 21, 1999. I had it especially equipped for off-road driving by ordering a 4.7l V8 engine, Quadra-Drive, and the Up-country suspension kit. The July/August 2000 trip was the first occasion to take the vehicle off-road.

July 21-24

We drove 3000 miles on interstate from Ithaca to Santa Fe, NM. After the first day we experienced whining noises at 70mph and up, vibrations when braking at high speed, and some rattling on rough ground.

July 27

Car serviced at Chrysler Dealership in Santa Fe. I discussed the whining noises and was told that they were normal for a 1999 Jeep Grand Cherokee.

Brake rotors resurfaced, rattling checked and recommended to be fixed at the home dealership. On my request the mechanics also briefly looked the vehicle over for obvious problems and mentioned that it pulls to the right. Again they recommended alignment at home dealership.

August 6:

On its first off-road trail in Arches NP, Utah, the 4-wheel drive failed after only 3 miles of low-range driving. In high-range the vehicle could not manage the rest of the trail and got stuck on a sandy stretch of the trail. With an operating 4-wheel drive we could have easily managed that stretch.

After many failing attempts to get the vehicle out again we had to leave the vehicle and walk 5 miles to the paved road.

A National Park ranger picked us up at about 10:45pm and brought us back to our campground. She recommended to call one of the local towing companies in Moab, because they had the most expertise for off-road towing and were familiar with the specific terrain.

August 7:

I drove together with the towing company to the sand hill where the car was stuck. The car was briefly checked to determine the cause for the problem. The low-range could not be engaged and in high-range the front driveline did not turn at all. There was no visible outer damage, so the cause was probably a defect of the transfer case that only became apparent when the low-range was used.

After the car was pulled out of the sand I could drive the remaining 4WD trail in high range. On the paved road the vehicle drove fine as usual and there was no reason to assume that the Jeep's highway range was affected by the problem with the low range.

Since repairing the problem would have required taking the transfer case apart, it was advisable to take the vehicle home to selling dealership.

August 13:

we were back in Ithaca, NY. On our trip home there were no signs of further problems, except that the vehicle begins vibrating again while braking.

August 14:

I called the Ithaca dealership and made earliest possible appointment for repairs. I made a list of all symptoms that I wanted to be checked, including those that were already discussed in Santa Fe.

August 18:

I sent a letter to Daimler Chrysler, asking for a reimbursement of the towing costs. There was no reply for 3-1/2 weeks.

August 23:

I brought the car to the dealership for repairs. Problem with transfer cases and differentials were detected and the dealership said that the repairs would be covered by warranty.

August 24:

Transmission specialists locate the main problem in the front differential and the transfer case. The dealership needs permission from Chrysler to repair. Chrysler insists on trying to rebuild transfer case instead of replacing it. Parts are ordered. The vehicle has to stay at the dealership until the repairs are finished.
The Ithaca dealership pays for a rental car.

Early September:

The first parts arrive but the dealership finds out that rebuilding transfer case will not be meaningful (apparently that had not been checked before. Orders new transfer case.

September 15:

After I did not get any written reply from DaimlerChrysler for almost 4 weeks I start an e-mail dispute with the DaimlerChrysler Customer Service about the reimbursement of the towing costs. DaimlerChrysler refuses to pay anything but does not give a proper justification.

September 18, 1pm.

I announce to DaimlerChrysler Customer Service to go public if they don't give me a proper explanation why they don't want to pay for the towing expenses, although towing is covered per warranty if the vehicle could not be driven because of a damage to a warranted part.

September 18, 4pm.:

The Ithaca dealership informs me that Daimler Chrysler's Syracuse Zone District Manager has just revoked the warranty coverage for the damaged transfer case. Ha shall have said that driving home from Utah to Ithaca constitutes customer abuse.
The rental car must be paid by me from now on. have not arrived

September 19:

The replacement transfer case finally arrives. The car has been at dealership for 4 weeks by now.

I called Daimler Chrysler Customer Service to find out details and speak with district manager. No sufficient information is in files. It is promised that the district manager will contact me next day.

September 21:

Since the district manager has not returned the call. I contact Daimler Chrysler Customer Service by e-mail again, demanding a written explanation of the reasons for revoking the warranty coverage.

September 22:

The Ithaca dealership finishes the repairs of the transfer case, which cost me almost $1,900.- I pick up the car at 4:30pm. It has been there for 31 days in a row. Many repairs that could have been done during the 31 days were not performed. I was never contacted about that
- Brake rotors were not fixed
- Seat belt cover not replaced
- Rattling front arms not fixed (not reproducable)
- Front alignment not checked

Costs for the rental car $120.-

September 25:

Finally got into contact with DaimlerChrysler`s Syracuse Zone district manager. He says he based his decision solely on what he heard from my service advisor and the mechanic who opened the vehicle (both at the Ithaca dealership), who believe that the vehicle was used beyond specification, and a technical advisor from DaimlerChrysler's call center in Auburn, MI, who has never seen the vehicle.
A conflicting interpretation of the service manager of the Ithaca dealership, who had told him that there was no sign of misuse, was disregarded as unimportant.
He first argues that excess strain was used while in the desert. Later he changes his argumentation to ``you should not have driven home from Utah''. Apparently he was acting on orders but wasn't sure what the reasons he should give, except for that it had to be my fault.
My arguments were heard but not at all taken into account.

September 25:

I called the service manager of the Ithaca dealership. He told me that the service advisor is technically unqualified (``service writer'' only), mechanic is certainly less qualified that he himself. He has personally looked at vehicle and came to different conclusion.
He also mentions that an order to withdraw coverage came from DaimlerChrysler even before the district manager had asked the Ithaca dealership for an interpretation of the findings.

September 25-28:

I sent a long e-mail to DaimlerChrysler inquiring about all the details in written form. I had to repeat that e-mail 3 times until I finally got a reply.

September 26:

I send a letter to the service manager of the Ithaca dealership, asking him to confirm the findings about the vehicle in writing. I also complain about the fact that his service people voicing their interpretations without consulting him as responsible expert first.

The Ithaca dealership never replies to that letter.

September 27:

I got a very angry phone call from my former service advisor at the Ithaca dealership, who apparently got fired as a result of my complaint. It seems that mine was not the only case he handled badly.

September 28:

DaimlerChrysler acknowledges to have received my e-maiols but refuses to answer my questions.

October 4:

I send a final letter to DaimlerChrysler, demanding information in writing by October 13 and announcing to get the Attorney General involved if they continue to ignore my letters.

as of today

I still have not received any written explanation of
- who ordered declining the warranty coverage
- what the exact reasons are
- what went into the records of the vehicle

October 16:

I filed a complaint against DaimlerChrysler with the Bureau of Consumer Frauds and Protection at the Office of the Attorney General for New York State.