2020 DODGE JOURNEY Vehicle Warranty

HOW TO DEAL WITH WARRANTY PROBLEMS23
7. HOW TO DEAL WITH WARRANTY
P
ROBLEMS
7.1. STEPS TO TAKE
A. IN GENERAL

Normally, warranty problems can be resolved by your authorized dealer’s
sales or service departments. That is why you should always talk to your
authorized dealer’s service manager or sales manager first. But if you are
not satisfied with your dealer’s response to your problem, FCA US LLC
recommends that you do the following:
Step 1:
Discuss your problem with the owner or general manager of the authorized
dealership.
Step 2:
If your authorized dealer still cannot resolve the problem, contact the
FCA US LLC Customer Assistance Center in “section 7.2”.

B. WHAT FCA US LLC WILL DO

Once you have followed the two steps described in “section 7.1 A”, a
FCA US LLC representative at FCA US LLC headquarters will review your
situation. If it is something that FCA US LLC can help you with, FCA US LLC
will provide an authorized dealer with all the information and assistance
necessary to resolve the problem. Even if FCA US LLC cannot help you,
FCA US LLC will acknowledge your contact and explain FCA US LLC's
position.

C. IF YOUR PROBLEM STILL IS NOT RESOLVED FOR CUSTOMERS
R
ESIDING IN ARKANSAS, IDAHO, KENTUCKY, MINNESOTA AND
M
ONTANA ONLY

If you cannot resolve your warranty problem after following the two steps
described in “section 7.1 A”, and you live in Arkansas, Idaho, Kentucky,
Minnesota or Montana ONLY, you can contact the FCA US LLC Customer
Arbitration Process (CAP) in your area.
You may obtain a brochure describing FCA US LLC's CAP, including an
application, by calling 800-423-6343 for assistance.

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24HOW TO DEAL WITH WARRANTY PROBLEMS

This service is strictly voluntary, and you may submit your dispute directly
to the CAP at no cost. The CAP is administered by an independent dispute
settlement organization and may be contacted in writing at the following
address:
National Center for Dispute Settlement
Customer Arbitration Process FCA US LLC
P.O. Box 515315
Dallas, TX 75251-5315
The CAP reviews only vehicle disputes involving FCA US LLC ("FCA US")
Limited Warranty or a FCA US LLC/Mopar Part Limited Warranty. The CAP
does not review disputes involving the sale of a new or used vehicle,
personal injury/property damage claims, disputes relating to design of the
vehicle or part, or disputes which are already the subject of litigation. The CAP will need the following information from you:

1. Legible copies of all documents and repair orders relevant to
your case
2. Vehicle Identification Number (VIN) of your vehicle
3. A brief description of your unresolved concern
4. The identity of your servicing/selling dealer
5. The date(s) of repair(s) and mileage at the time
6. Current vehicle mileage
7. A description of the action you expect to resolve your concern
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HOW TO DEAL WITH WARRANTY PROBLEMS25

Upon receipt of your request:
• The National Center for Dispute Settlement (NCDS) will acknowledge
receipt of your request, by mail, within 10 days, and advise you whether
or not your dispute is within the jurisdiction of the Process.
• When your request is within jurisdiction, NCDS will request FCA US LLC and the dealer to present their side of the dispute. You will receive copies
of their responses.
• While your dispute is pending, NCDS or FCA US LLC may contact you to see if your case can be settled by agreement. If a settlement is offered to
you, FCA US LLC will ask you to sign a form that contains that settlement.
Your case will then be closed. There is no requirement for you to partici -
pate in this settlement process.
• If you requested an oral hearing, a decision-maker will contact you to arrange a convenient time and place for a hearing. Usually, this will be at
a dealership near you.
• If you request a documents-only review, a NCDS panel will review and decide your case. Neither you, the dealer nor FCA US LLC need be
present.
• NCDS will send you a written Statement of Decision. This statement will include the decision, any action to be taken by the dealer or FCA US LLC
and the time by which the action must be taken. The decision will be
binding on the dealer and FCA US LLC but not on you unless you accept
the decision. • If any action is required on the part of the dealer or FCA US LLC you
will be contacted within 10 days after the date by which the dealer or
FCA US LLC must act to determine whether performance has been
rendered.
• The entire dispute settlement process will normally take no longer than 40 days.
• The CAP dispute settlement procedure does not take the place of any state or Federal legal remedies available to you. Whether or not you
decide to submit your dispute to the Process, you are free to pursue other
legal remedies.

D. NOTICE UNDER STATE LEMON LAWS

Some states have laws allowing you to get a replacement vehicle or a
refund of the vehicle’s purchase price under certain circumstances. These
laws vary from state to state. If your state law allows, FCA US LLC requires
that you first notify us in writing of any service difficulty that you may have
experienced so that we can have a chance to make any needed repairs
before you are eligible for remedies provided by these laws. In all other
states, we ask that you give us written notice of any service difficulty. Send
your written notice to the FCA US LLC Customer Assistance Center at the
address in “section 7.2”.

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26HOW TO DEAL WITH WARRANTY PROBLEMS
7.2. HELPFUL ADDRESSES AND TELEPHONE NUMBERS

Here are the addresses and telephone numbers of the FCA US LLC
Customer Assistance Centers that can help you wherever you happen to
be. Contact the one that covers your area:
•In the United States:

FCA US LLC Customer Assistance Center
P.O. Box 21-8004
Auburn Hills, Michigan 48321-8004
Phone: 800-423-6343
To contact FCA US LLC by email
simply access the following website:
www.dodge.com
(click on the "Contact Us" button)

• In Canada:

FCA Canada Inc. Customer Service
P.O. Box 1621
Windsor, Ontario N9A-4H6
Phone Number (English): 800-465-2001
Phone Number (French): 800-387-9983
•
In Mexico:

Customer Relations Office
Prolongación Paseo de la Reforma 1240
Santa Fe, Cuajimalpa CP 05348
Ciudad de México
Phone Number (in Mexico):
800-505-1300
Phone Number (outside Mexico):
+(52) 55 50817568

• In Puerto Rico and US Virgin Islands:

Customer Service FCA Caribbean LLC
Box 191857
San Juan, Puerto Rico 00919-1857
Phone: 800-423-6343
Fax: (787) 782-3345
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OPTIONAL SERVICE CONTRACT27
8. OPTIONAL SERVICE CONTRACT

Mopar Vehicle Protection plans offer valuable protection against repair
costs when these warranties no longer apply. They are in addition but do
not replace the warranty coverages outlined in this booklet. A variety of
plans are available, covering various time-and-mileage periods and
various groups of the vehicle's mechanical components.
Mopar Vehicle Protection plans are the ONLY vehicle extended protection
plans authorized, endorsed and backed by FCA US LLC to provide
additional protection beyond your vehicle's warranty. Look for our brand
logo and ask an authorized dealer for details.

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28MAINTENANCE
9. MAINTENANCE
9.1. GENERAL INFORMATION

It is your responsibility to properly maintain and operate your new vehicle.
Follow the instructions contained in the General and Scheduled Mainte -
nance Service guidelines in your Owner’s Manual. Regular, scheduled
maintenance is essential to trouble-free operation. If there is a dispute
between you and FCA US LLC concerning your maintenance of your
vehicle, FCA US LLC will require you to provide proof that your vehicle was
properly maintained.
For your convenience, FCA US LLC has prepared a Maintenance Schedule
with routine service intervals which is included in your Owner's Manual. It
is essential to follow these required maintenance intervals for safe
trouble-free operation.

9.2. WHERE TO GO FOR MAINTENANCE

FCA US LLC recommends that you return to the authorized dealer from
whom you bought your vehicle for all maintenance service both during and
after the warranty periods. Although you can get warranty service from any
authorized dealer who sells your particular make, returning to your selling
authorized dealer will help ensure that all your service needs are met and
that you are completely satisfied. The dealership technicians are specifi -
cally trained to proficiently perform maintenance and repair procedures on
your vehicle.
Authorized Chrysler, Dodge, Jeep or Ram dealers will help ensure that all
your service needs are met and that you are completely satisfied. FCA US
LLC strongly recommends you use genuine FCA US LLC/Mopar parts to
maintain your vehicle.

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WARRANTY INFORMATION
All Vehicles2020
Printed in the U.S.A.
20_D_GW_EN_US

All VehiclesFirst Edition V2

Warranty Information
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