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CHRYSLER GROUP LLC

WARRANTY BULLETIN
TO: Dealer Principal, Service Manager,

NO:

Service Advisor, and Warranty Claims
Administrator

DATE: July 14, 2014

SUBJECT: SE BC PILOT -NEW Alternate
Transportation Claim Processing Steps (Rev A)

D-14-16

FOR: All U.S. SE BC Dealers
All U.S. SE BC Business Centers

*************************************REVISION*************************************
*Changes are noted in Red*
PURPOSE:
To provide the claim processing guidelines the Southeast Business Center (SE BC) must follow with the launch
of the NEW Alternate Transportation PILOT. (Refer to Warranty Bulletin D-14-15 for the program guidelines.)
This process applies only to Warranty (W), Recall (S) or Mo par (M) repairs .
Alternate Transportation is also referred to as "rental" or "loaner".

TIMING:
Effective Immediately

ACTION:
This Warranty Bulletin supersedes Warranty Bulletins D-11-01 and D-11-53 for SE BC Only.
• The Service Manager must review, initial and date all Alternate Transportation claims. If the vehicle is down
for repair, on the 1Q1h day the Service Manager must contact their Service & Parts Area Manager (S&P AM)
notifying them of additional day(s) of rental. The S&P AM is required to put a OM Note in the system.
• A rental agreement must be completed whenever a dealership provides Alternate Transportation to a
customer. Attach a copy of the completed rental agreement to the accounting copy of the RO when Chrysler
is participating in the cost of the rental.
Note: The rental agreement must match the time punches to verify the dealer did every attempt to service the
vehicle in a timely manner. Chrysler will only pay from the date the dealer started working on the vehicle
until the day or day after the repair was completed when the above 10 day guidelines are followed .
•

Alternate Transportation reimbursement requests CAN BE submitted:
o On the same claim as the repair
o As a continuation to the repair
o As a Mopar claim

•

Alternate Transportation reimbursement requests CANNOT be submitted:
o For retail services such as: oil changes, tune-ups, tire rotations, etc.
o If the cu stomer has purchased a Mo par Vehicle Protection (MVP) or other Competitive plan coverage
that provides Alternate Transportation unless it exceeds the plan's limit.

m

CHRYSLERGROIJP LLC

•

Mo par Vehicle Protection IMVPI or Competitive Plans
If Alternate Transportation is covered by a MVP plan, it is not eligible for reimbursement on a Warranty (W)
claim.
Dealerships are to bill the applicable service contact provider (MVP or competitor) before utilizing Chrysler's
Non-Warranty Goodwill policy. If Chrysler is charged for a rental that could have been covered by a
competitive plan , the charges are subject for chargeback.

Claim Processing Guidelines
CLAIM Tab:
•

•

Select claim type based on repair or customers concern
o (W) Warranty repair

o

(M) Mo par repair on a back order part outside of basic coverage

o

(S) Recall repair

Chrysler's Group LLC New Vehicle Warranty does not provide Alternate Transportation to customers .
All Alternate Transportation cla ims require a Non -Warranty Goodwill decision.
o Up to 10 days you must enter uGWn in the Claim Authorization Number field .
0
Over 10 days you must enter URA n in the Claim Authorization Number field .
o The Non-Warranty Goodwill LOP 85-xx-xx-xx is not required on the Alternate Transportation
claim.

LABOR Tab:
Labor LOP Selection - (With Repair): Applies to Warranty (W), Mopar (M) and Recall (SJ CMims
When the repair visit results in the customer being provided Alternative Transportation perform the following
steps:
•
Identify the cause of the failure with the appropriate repair LOP as the failed LOP per normal claim
processing guidelines.
For Part Back Order Situation - 85-LO-AN-OO Details:
•
Enter 85-LO-AN-OO as a related LOP to the primary LOP (see below for 85-LO-AN-OO details) for a bac k
order situation only
•
Verify the last two characters are numeric (Zero Zero)
•
0.0 will populate in the Labor Hour field
•
The "Add Narrative" box will display prompting you to enter a narrative in the StraightTime Narrative
window
•
The Narrative must include the following information:
o
o
o

Part Number
Order Number
Order Type

Labor LOP Selection - (Diagnosis Only with No Repair/No Parts): Applies to Warranty(W) Claims Only
Include these steps to submit a claim:
•
Enter Trouble Not Found Diagnostic LOP 85-41-XX-XX
•
Select Failure Code I Customer Concern Code
•
Enter the labor time requested
•
Enter complete accurate narrative

CHRYSLER GROUP LLC

ADDITIONAL INFORMATION:
VOR Backup Information

To support that a part was ordered as Order Type: Special - S (Special Handling/VOR) the below sample is the
DealerCONNECT parts order detail screen with the areas identified for review by the Warranty Contact Cente r.
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Order numbers that start
wlth a ' S" are VO R
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