Icon Vehicle Dynamics Suspension
Frequently Asked Questions
Icon Vehicle Dynamics
Suspension Qustion: Can I combine the 3" hanger kit with a
4" spring?
Yes, Icon Vehicle Dynamics
manufactured all of its components to be modular so that
they can work together in different configurations. If you
are interested in combining components that are not listed
on our site, please drop us a note.
Icon Vehicle Dynamics
Suspension Question: Can I re-use my u-bolts?
No, we recommend using a
fresh set of u-bolts when ever they are removed.
Icon Vehicle Dynamics
Suspension Question: Can I use Icon Vehicle Dynamics
Coil-Overs in conjunction with any other lift system?
The stock Tacoma & Tundra
Coil-Overs should not be used in conjunction with any other
front lift components as they are a stand alone suspension
system. Icon Vehicle Dynamics does manufacture Tacoma &
Tundra Coil-Overs that are approved for use with the Total
Chaos Upper Control Arms.
Icon Vehicle Dynamics
Suspension Question: Can I use my Icon Vehicle Dynamics
Coil-Overs with my other aftermarket lift?
The Icon Vehicle Dynamics
coil-over suspensions systems are a stand alone product and
should not be used in conjunction with any other
non-authorized aftermarket suspension components. The use of
Icon Vehicle Dynamics's product in this manner will void the
warranty.
Icon Vehicle Dynamics
Suspension Question: Can I use the 2" mini spring pack with
any spring?
No, the 2" mini spring pack
is only compatible with stock Ford springs.
Icon Vehicle Dynamics
Suspension Question: Does a spanner wrench come with my
coil-over kit?
YES! The new 2 pin CAD Plated
wrench comes in all coil-over kits.
Icon Vehicle Dynamics
Suspension Question: How do the Super Duty kits work with
snow plow springs?
Traditionally the Ford snow
plow springs offer 1.5" of additional lift. Please consider
this when deciding rear options.
Icon Vehicle Dynamics
Suspension Question: How high can I adjust my coil-over
shocks on my 4WD Tacoma?
On 4WD Tacoma's you don't
want to adjust Icon Vehicle Dynamics coil-overs to more than
2.5" of lift. Any more than that puts excessive wear and
stress on CV's and boots. The use of a differential spacer
will allow you to go slightly higher. What about Tundras?
The Tundra coil-over is only adjustable up to 2.5".
Icon Vehicle Dynamics
Suspension Question: How much will each kit actually lift my
truck?
With the purchase of any Icon
Vehicle Dynamics suspension system you are guaranteed to
receive at least the advertised lift height that you bought.
All Icon Vehicle Dynamics springs were designed around the
weight of the Power Stroke Diesel Motor. Trucks with V8 and
V10 motors will see higher lift heights. A V10 truck with
the 6" lift springs installed will more than likely have a
7" lift.
Icon Vehicle Dynamics
Suspension Question: If I add an aftermarket bumper/winch
setup to my Toyota truck will I still get the lift I want?
The springs on the Icon
Vehicle Dynamics coil-overs are rated for the stock weight
of the Toyota trucks (Tacoma & Tundra). If a large amount of
weight is added like a bumper, winch OR BOTH, the truck may
sit slightly lower in the front.
Icon Vehicle Dynamics
Suspension Question: Is Axle wrap bad for the truck?
Yes, it fatigues spring and
sends a shock through the driveline. Often times driveline
vibration feels like axle wrap, but the two problems have
completely different solutions.
Icon Vehicle Dynamics
Suspension Question: What comes in the Icon Vehicle Dynamics
box kits?
The small box kit part #
3-1020 (for 4" – 8" lifts) contains the following:
1 EA. Pan-Rod Bracket (3-35)
1 EA. Sway Bar Drop Link Kit (3-36)
1 EA. Drop Pitman Arm (3-FD500)
1 EA. HKSD-03 Hardware Kit Includes:
2 EA. ½" x 3 1/2" Bolt Gr.8
2 EA. ½" x 5" Bolt Gr. 8
8 EA. ½" Washer Gr. 8
4 EA. ½" Nylock Nut
1 EA. Cotter Pin
The large box kit part #
3-1030 (for 10.5" -12.5" lifts) contains the following:
1 ea. 10.5"/12.5" Pan-rod bracket
1 ea. Pan-rod bar mount/spring pad
1 ea. Sway bar link kit
2 ea. High-Density Foam bump-stop
1 ea. HKSD-03 hardware kit
3 ea. ½" x 1 ½" Bolt Gr. 8 (Loose)
6 ea. ½" Washer Gr. 8 (Loose)
3 ea. ½" Nylock Nut (Loose)
Icon Vehicle Dynamics
Suspension Question: What is the difference between the
add-a-leaf and the full spring pack for the Tacoma and
Tundra?
The add-a-leaf utilizes the
stock main leafs while eliminating the factory overload leaf
spring. It greatly improves the on and off-road ride while
providing 1.5 inches of lift.
The full Deaver leaf pack is
an entirely new pack including new u-bolts, bushings,
sleeves and American made steel springs. The pack is
designed from the ground up to provide your Toyota with the
ultimate in off-road and on-road performance.
Icon Vehicle Dynamics
Suspension Question: What is the difference between the DR
Signature Series Shocks and Bilsteins?
After many years of using
Bilstein shocks with Icon Vehicle Dynamics's suspension
systems, the company felt it was time to delve into its 30
year history of off road racing and manufacture its own. The
Icon Vehicle Dynamics Signature Series shocks were custom
valved by the same engineers that develop all of the
company's suspension components.
The combination of Icon
Vehicle Dynamics shocks and components offer the best ride
quality on the market and are covered by a lifetime
warranty. DR Signatures Series shocks are clear powder
coated for a long lasting finish and have a Nitro-Steel
shaft that resist rust, pitting and corrosion. These shocks
are available in both mono-tube and remote reservoir models.
Icon Vehicle Dynamics
Suspension Question: What shocks fit on the dual shock hoop?
Any shock that accepts a 1/2"
bolt will fit except King or Sway A Way piggy back shocks.
Icon Vehicle Dynamics does manufacture a blank shock hoop
(3-9013) for these applications.
Icon Vehicle Dynamics
Suspension Question: When do I need to use a carrier bearing
drop kit (3-37)?
Icon Vehicle Dynamics
recommends the use of this kit when going over 4" of lift.
The shims minimize the drive line angles which helps
eliminate vibration on the two piece drive shafts. However,
every truck is different, so depending on your particular
truck you may need this even in smaller lift applications.
Icon Vehicle Dynamics
Suspension Question: Why are the new blocks flat?
Icon Vehicle Dynamics's
engineers have conducted numerous tests' regarding both flat
and angled blocks. The conclusion was that flat blocks do
not disturb the pinion angle of the rear end and prevent
excessive wear and vibration from occurring. Icon Vehicle
Dynamics's flat blocks optimize spring travel and have a
built-in bump stop tang much like the factory blocks.
Icon Vehicle Dynamics
Suspension Question: Will your cross over steering kit
(3-9500/3-9599) work on my new 2005 Super Duty?
The 3-9500 and 3-9599 are the
cross-over steering kits are for the 99-04 Ford Super
Duties. The new 2005 Super Duty trucks have a completely new
front suspension so these kits will not work with them.
Icon Vehicle Dynamics
Suspension Question: Aren’t all suspension lifts
essentially the same?
NO! Contrary to popular
belief not all lift kits are created equal. Different
manufacturers utilize different methods of achieving
lift as well as different geometries to address specific
requirements. For straight axle leaf sprung trucks most
manufacturers incorporate the use of replacement front
springs. These will vary in design and materials.
Generally thin multi leaf (10-12) spring packs provide
superior ride quality over spring packs with (4-6) thick
leafs. The quality of the materials used for the
manufacturing of these springs also has a significant
effect on the ride quality and longevity of the springs.
A few manufacturers offer spring relocation hangers in
order to achieve lift in lieu of replacement springs.
This offer the advantage of a lower spring rate which in
and of themselves will not adversely effect ride
quality. The quality of materials and construction of
these as well as other components such as the track bar
bracket, sway bar links and u-bolts also vary between
makes. Another major consideration in terms of ride
quality are the shock absorbers included with each kit.
Most spec generically valved shocks where others utilize
application specific shocks which were developed
specifically to address the ride characteristics of a
lifted truck.
Icon Vehicle Dynamics
Suspension Question: What is the true issue with
stacking lift blocks?
You hear the adage “don’t
stack blocks” thrown around all the time but few
actually understand the fundamental issue.
When lift blocks are
added the distance from the spring to the axle is
increased. This increased distanced provides greater
leverage working against the springs and more
importantly the u-bolts. The steel from which the
u-bolts are manufactured will provide a given amount of
stretch per inch. Therefor the longer the u-bolts the
more potential stretch. The leverage applied to the
u-bolts and the potential stretching of the u-bolt
material are both relative to the distance from axle to
spring. Again, the leverage is relative to the distance,
not the number of blocks. It is the leverage which
causes u-bolt failure. And, it is the failure of the
u-bolts which causes blocks to be spit out. It is easy
to blame the blocks when they are sitting out on the
ground but if the u-bolts did not fail the blocks could
not have come out. Therefore the bottom line is keep the
leverage to a minimum, and use only high quality
u-bolts. Many of the higher quality lift manufacturers
now offer oe style one piece replacement lift blocks
which will also include an integrated bump stop tag. It
is also important to note that some states have laws
prohibiting stacked blocks. Be sure to check with your
local Department of Motor Vehicles to verify that you
are within the law.
Icon Vehicle Dynamics
Suspension Question: What is the difference between the
Icon Vehicle Dynamics 2" and 3" systems?
The Icon Vehicle Dynamics
2" Mini Spring Pack Kit consists of a pair of 4 leaf
spring packs which bolt to your OE springs via hardened
center pins. The advantage of this kit is that is that
spring rate is not increased therefore ride quality is
not adversely effected. As the lift takes place below
the springs this does not require any additional
modifications such as aftermarket shocks. The down side
to this is that there is also no increase in wheel
travel so performance is not improved. Ride height is
simply increased which will typically level an F250 and
allows for the use of 33" tires on 8" wide wheels.
Application specific shocks which will improve ride
quality are available as an option.
The Icon Vehicle Dynamics
3" Hanger System includes spring relocation hangers
which also provide increased ride height without
increasing spring rate. The kit offers an advantage over
other similar hanger kits on the market by the use of a
longer replacement shackles in lieu of shackle
relocation brackets. As a result the polar moment about
the longer shackles allows for improved impact
absorption. Also included in the kit are bump stop
spacers which prevent damage to the shocks upon full
compression. This kit will provide improved on-road ride
quality and off-road performance through the inclusion
of application specific Signature Series shocks and
increased suspension travel. This kit will typically
level an F350 and allow for the use of 33" tires on 10"
wide wheels. An adjustable track bar is recommended for
use with this kit.
Icon Vehicle Dynamics
Suspension Question: Do I need an adjustable track bar
for use with my 2" Superduty leveling kit?
As the vertical distance
between the frame and axle track bar mounts increases
the horizontal distance is reduced as the track bar
operates in an arc. For small amounts of lift (1"-2")
this is not a major issue as these fall within Ford
factory specs (X-code equipped trucks are roughly
comparable). Beyond that point the axle will be pulled
over to the driver's side to an appreciable degree.
Therefore, if your truck is equipped with X-code springs
or a 5.4L engine where the stock ride height is already
taller than the norm, we do recommend an adjustable
track bar to maintain proper axle centering.
Icon Vehicle Dynamics
Suspension Question: Can I add Icon Vehicle Dynamics
Mini Spring Packs to my lift springs?
No, mini spring packs are
designed for use only with OE SuperDuty/Excursion
springs.
Icon Vehicle Dynamics
Suspension Question: Can I use Icon Vehicle Dynamics
Mini Spring Packs in combination with my hanger lift?
Yes. As the mini spring
packs bolt directly to the original springs, they can be
combined with most hanger lifts. However, combinations
resulting in lifts beyond 4" will require a drop pitman
arm, track bar bracket and longer sway bar links.
Icon Vehicle Dynamics
Suspension Question: What is the advantage of Icon
Vehicle Dynamics’s 2.5" kit for ‘05-‘06 Superduty over
cheaper coil spacer kits?
The advantage of the
replacement coil vs. the spacer is increased suspension
travel and superior spring rates. The DR 2.5" kit
includes dual rate coils which were specifically
developed after months of testing. These offer a 10%
lower spring rate at ride height and ramp up to 50% over
stock at full compression. The DR kit also includes
Signature Series shocks which are vastly superior to the
OE units. These do a much better job of controlling body
roll and result in improved ride quality and
performance. Also included with the DR kit are alignment
cams which correct caster for proper handling. Most coil
spacer kits simply level the truck and still require
replacement of the front shocks.
Icon Vehicle Dynamics
Suspension Question: Will the Icon Vehicle Dynamics 2.5"
lift system level my ‘05-‘06 F250 Superduty?
The Icon Vehicle Dynamics
2.5" kit was initially designed for F350s, as such when
installing the kit on a F250 the truck will sit nose
high. We recommend adding either a 1" rear block,
replacing the 2" F250 block with 4" flat block or an OE
3.625" F350 block. Making this change will address the
rear shock length issue as well though we do recommend
rotating the lower shock mounts down a bit when adding
only the 1" block.
In order to rotate the
passenger’s side lower shock mount down you will need to
remove it and elongate the hole in the mount which fits
over the centering pin on the axle housing. Elongating
the upper side of the hole roughly ½" will allow you to
rotate the shock’s position down approximately 1". For
the driver’s side you will need to unbolt the lower
mount and remove the centering tab located inside. The
mount can then be relocated allowing the shock to be
extended approximately 1" as well. This modification
will allow you to properly run the DR Signature Series
rear shocks.
Icon Vehicle Dynamics
Suspension Question: Why does the steering on my ‘05-‘06
Superduty shimmy over bumps?
There are actually a few
contributing factors to this issue. First and foremost,
Ford Motor Company has a Technical Service Bulletin
(04-26-1) which indicates that this is a problem the
manufacturer is aware exists even in stock form. The TSB
calls for a steering gear mesh load adjustment. We have
also found a few new trucks with an abnormal amount of
slop in the upper tie rod end (at the pitman arm) which
can also contribute to the shimmy issue.
Beyond the above I have
heard some people refer to this as bump steer. In stock
form the ‘05-‘06 Superduty does have approximately 3/8"
of bump steer from ride height to full compression and
roughly 1" throughout the full suspension cycle.
However, what some describe as bump steer is largely
steering feedback. This is something inherent in the
design of the ‘05-‘06 suspension even in stock form.
There are two factors which we believe contribute to
this issue. We have done some testing in this regard and
believe that this stems in part from the placement of
the OE steering stabilizer. As it is placed on the drag
link rather than the tie rod it is less efficient.
Furthermore, we are dealing with a 3 link suspension
system which has lateral deflection though the
suspension cycle. This causes the stabilizer to resist
the vertical movement of the drag link through this
cycle thereby pushing/pulling on the pitman arm which is
thereby translated to the steering wheel. Switching to
wider tires also provides greater leverage for the tires
to work against the steering. This is also true to a
greater extent when wider aftermarket wheels are added
which increase the scrub radius. This provides even
greater leverage especially when installing the typical
10" wide wheels with 4.5" backspacing which increases
the scrub radius by roughly 3.5" alone. The inefficient
OE stabilizer is simply not capable of compensating for
this increased leverage working against it. In testing
removal of the stabilizer resulted in sever death wobble
so we do not advocate it’s removal without some form of
stabilizer. We have found that a dual steering
stabilizer system which mounts directly between the tie
rod and axle housing does a much better job of
minimizing this steering feedback.
Icon Vehicle Dynamics
Suspension Question: Why doesn’t the Icon Vehicle
Dynamics 4.5" lift system for the ‘05-‘06 Superduty
include a drop track bar bracket and pitman arm?
This kit does not include
a drop pitman arm or track bar bracket because the track
bar on these trucks is approximately 8" longer and the
drag link 6 ½" longer than that of the ‘99-‘04 SD. This
increased length reduces the operating angles (post
lift) to less than that of most ‘99-‘04 Superduty
leveling kits. The inclusion of an adjustable track bar
is of more value than an unnecessary bracket. Some
companies do things simple because that is the way
things have always been done without thinking of the
geometry behind them. The larger DR kits do include a
track bar bracket and pitman arm in order to maintain
the proper geometry.
Icon Vehicle Dynamics
Suspension Question: What is drive line shutter and how
can I prevent this?
There are several factors
which contribute to this issue. Mechanically what is
happening is under acceleration the pinion tries to
climb the ring gear causing the springs to bow. This is
because this is the path of least resistance as opposed
to quickly accelerating an 8000 lbs object. With lift
blocks the leverage working against the springs is
increased allowing the pinion to climb further. When the
pinion rises above the angle of the driveline the
u-joints go out of phase causing an oscillation. This
oscillation deflects the rubber in the carrier bearing
thereby transmitting vibration to the cab. Carrier
bearing shims reduce the differences in the effective
angles seen by the upper and lower u-joints. This
minimizes the oscillation but is typically not
eliminated 100%. Flat rear lift blocks help by placing
the pinion lower relative to the angle of the driveline
which allows for a bit more pinion rotation before low
speed oscillation occurs.
A CV rear driveline is
more tolerant of these dynamics however they must be set
up properly. With the addition of a CV rear driveline we
recommend the lower u-joint to be roughly 1 degree low
of the driveline angle.
Icon Vehicle Dynamics
Suspension Question: Why does Icon Vehicle Dynamics
offer both 4" spring and 4.5" hanger systems?
Most aftermarket lift
springs offer an increased spring rate. As a result the
increased rate requires greater force to compress a
spring an equal amount which typically adversely effects
ride quality. Now, increased rate can be beneficial if
additional sprung weight is added such as with a
replacement bumper and/or winch. However, ideally you
want the lowest possible spring rate for the given ride
height. Lift springs achieve increased ride height
through either stack height or (more commonly) increased
rate. Hanger lifts such as those by Icon Vehicle
Dynamics provide increased ride height without
increasing spring rate. The DR hanger kit offers an
additional advantage by the inclusion of a longer
replacement shackles in lieu of a shackle relocation
bracket. As a result the polar moment about the longer
shackle allows for improved impact absorption. When
combined with application specific shocks, this kit will
provide improved ride quality over stock.
The DR 4" spring system
achieves most of it’s increased ride height through
stack height. What this means is the main (top) leaf is
nearly flat and most of the lift is provided by the
stacking of 11 thin additional leafs underneath which
make up a 3.75" tall spring stack. This progressive rate
design is ideal for long travel off-road performance but
is not quite as compliant as the OE spring on the
street. In contrast, typical heavily arched lift spring
offer a significantly higher rate which results in a
harsh ride with little articulation.
The choice between
hangers or springs should be based upon your individual
requirements. Bottom line, for ultimate on-road ride
plushness and good off-road performance, hangers are the
way to go. For outstanding off-road performance with
very good on-road ride quality the 4" spring is the
ticket.
Icon Vehicle Dynamics
Suspension Question: Why does my lifted 99-04 Supeduty
clunk when I turn?
Check to be sure that you
installed washers on the supplied 1/2" bolts between the
swaybar bushings and the mounts. The bolts should be
torqued to 53 ft/lbs. If you over tighten them they can
make noise, especially if the washers are crushed. This
is most often hear in off camber situations. Next, check
to be sure that the track bar bracket bolt which extends
though the crossmember is tight (30 ft/lbs.) and look
for signs of movement between the bracket and
crossmember. Sometimes the hole in the crossmember will
be elongated which can result in movement/noise. If this
is the case you can replace the factory bolt with a 1/2"
bolt which will take up some of the clearance. Finally,
check to be sure that your track bar bolts are tight.
Very tight (395 ft/lbs).
Icon Vehicle Dynamics
Suspension Question: What is Cross-Over steering and how
does it work?
In stock form the drag
link is relatively flat therefore steering force is
applied evenly across the entire cross section of the
steering box’s sector shaft. When a lift is installed
the drag link angle is often steepened and as a result
steering force becomes focused on to a progressively
smaller area of the sector shaft. This is what is
referred to as a stress riser which can result in sector
shaft failure and total loss of steering control.
Cross-over steering relocates the drag link’s lower ball
joint and attaches it to an auxiliary arm mounted off
the top of the right hand steering knuckle. This reduces
the angle of the drag link thereby distributing the
force over a greater surface area of the sector shaft.
Another benefit of
cross-over steering can be a reduction in Bump Steer. As
the angle of the drag link is steepened bump steer is
increased due to the relationship between the differing
arcs in which the drag link and track bar operate. In
other words, as the suspension cycles the effective
horizontal lengths of the drag link and track bar change
thereby steering the wheels left and right without input
from the driver. This results in unstable handling on
uneven surfaces. The flatter drag link angle afforded by
cross-over steering minimize deflection which when
combined with a properly engineered track bar
arrangement can actually serve to reduce bump steer over
stock.
Additional benefits of
crossover steering are improved steering response as
steering input is transferred through 2 ball joints
rather than 4 as in stock form. And, steering effort is
improved due to the reduction in angular loss. An
illustration of this can be made by simply pushing a
lawn mower. The higher you hold the handle the harder it
is to push as a certain percentage of your force is
directed down rather than forward. The lower you hold
the handle the greater the percentage of force directed
forward. The flatter drag link angle provided with
cross-over steering results in improved steering
efficiency and reduced steering effort.
Icon Vehicle Dynamics
Suspension Question: Can I get away without Cross-Over
Steering if I bend my drag link?
A bent drag link only
serves to reduce the angle seen by the tie rod ends. The
line of force is still projected as a virtual line from
joint to joint therefore the bend does nothing to reduce
the stress applied to the sector shaft.
Icon Vehicle Dynamics
Suspension Question:
Will lifting my truck void its factory
warranty?
Adding a suspension lift
in and of itself does not legally constitute grounds for
denial of warranty coverage. The ‘Magnusion Moss Act’
was established to protect consumers from unjustifiable
warranty denial.
If you have been denied
warranty coverage the Specialty Equipment Manufacturers
Association (SEMA) offers the following advice in this
regard:
| Warranty
Denied
The enclosed
materials are intended to help you if you
have a vehicle warranty claim denied in
circumstances in which an aftermarket
product has been used. The information
describes the law
on vehicle warranties and will provide a
sense of what is and is not an improper
warranty denial.
After reviewing this information, you will
be aware of the steps to take to fight
unlawful warranty
denials.
In many cases
it will not be necessary to take all the
steps outlined here because disputes are
often resolved at an early stage.
What Does the
Warranty Actually Say?
Start by
re-reading the warranty documents. Become
familiar with what the documents actually
say, not what you think they should say. If
the language is confusing, get help in
understanding
what it really means. Look for specific
items or circumstances that may or may not
be covered.
Determine if there is a process specified
for resolving disputes.
The Law
Federal law
sets forth requirements for warranties and
contains a number of provisions to prevent
vehicle manufacturers, dealers and others
from unjustly denying warranty coverage.
With regard
to aftermarket parts, the spirit of the law
is that warranty coverage cannot be denied
simply
because such parts are present on the
vehicle, or have been used (see Attachment
A).The
warranty coverage can be denied only if the
aftermarket part caused the malfunction or
damage
for which warranty coverage is sought.
Disputes in this area usually boil down to
arguments over
facts and technical opinions, rather than
arguments over interpretations of the law.
Check Vehicle
History
Sometimes a
malfunction in a new vehicle may be
identified as a "pattern failure," a failure
that is
recognized as common to your make and model
of vehicle. It may be a manufacturing defect
which has become the subject of a
government-mandated recall. You should check
with another
dealer, the vehicle manufacturer or an
independent service provider such as those
listed below to
see if there are any Technical Service
Bulletins (TSBs), field fixes or other
service-related
information for your vehicle which would
indicate that the problem you are
experiencing is a
common one. In cases of government-mandated
recalls, the dealer is obliged to notify you
as a
vehicle owner. However, you may check for
yourself by calling the vehicle
manufacturer's 800
number, the EPA (for emissions systems
issues) or the National Highway Traffic
Safety
Administration (NHTSA), for safety-related
issues.
• EPA:
202/233-9040
• NHTSA: 800/424-9393
• Chiltons: 610/964-4600
• AllData: 916/684-5200
• Motor Publications: 800/426-6897
• American Automobile Manufacturers
Association: 313/872-4311
• Japanese Automobile Manufacturers
Association: 202/296-8537
Determine the
True Cause of the Problem
If possible,
attempt to independently verify the accuracy
of the claims made by the dealership.
The manufacturer of the aftermarket part may
be helpful to you in providing a technical
assessment of the problem. If there is a
reasonable possibility that the aftermarket
product
caused the problem, it may be best to try to
reach a compromise. If, however, it is clear
that the
aftermarket product is unrelated to the
problem, you should attempt to gather as
much
information as possible to support your
claim. Useful evidence might include photos,
copies of
relevant service information, records of
prior repairs performed under warranty, or
the objective
written opinion of a qualified third party
(with relevant experience, accreditation,
etc.).
Try to Work
it Out With the Dealer
Once prepared
with the appropriate support information and
a basic understanding of the law,
present the facts to the dealers service
manager and make an effort to resolve the
situation. Keep
the discussion objective and professional.
Make sure to take notes of any significant
claims or
explanations made by dealership personnel
and try to obtain a written explanation if
possible.
If discussions with the service manager do
not bring about a resolution, speak with the
owner of
the dealership. Many problems can be
resolved at this level. If there is a known
pattern failure
which matches your problem, be sure to bring
this to the dealer's attention. The dealer
is able to
obtain reimbursement from the vehicle
manufacturer under such circumstances. If
there is no
pattern failure, but other evidence that
exists contradicts the dealers conclusion,
be sure the
dealer is made aware of it. Also explain
that you are aware of your rights under
EPA's emissions
warranty and the Magnuson-Moss Warranty Act.
Again, if there is a reasonable possibility
that
either the aftermarket product or its
installation could be the cause of the
problem, your best bet
is to suggest a compromise with the dealer.
In many cases, presenting an objective
technical
assessment and a basic understanding of the
law will do the trick.
However, if
you believe that you are entitled to
warranty service, but the dealer disagrees,
you
can take other steps to seek a resolution to
the dispute.
Get it in
Writing
If a
dealership denies warranty coverage, they
should be willing to do so in writing. Have
the
dealer describe the failure which is causing
your problem AND how the dealer believes the
aftermarket product installed is responsible
for the problem. Keep an accurate log of all
contacts
and correspondence in addressing the
warranty denial.
Contact the
Vehicle Manufacturer's Zone Representative
If a car
manufacturer backs your warranty, and you
have a dispute with the dealer about either
service or coverage, contact the local
manufacturer's representative. The local or
zone
representative has the authority to adjust
and make decisions about warranty service
remedies or
repairs to satisfy customers.
Some
manufacturers are also willing to repair
certain problems in specific models free of
charge,
even if the manufacturer's warranty does not
cover the problem. Ask the zone
representative or
the service manager if there is such a
policy.
The procedure
for contacting your zone representative is
usually provided in the vehicle owner's
manual. This information can also be
obtained from a dealer, or by calling the
manufacturer's
customer service number, as listed in the
carmaker's owner's manual. Present your case
to the
zone representative. Be sure to indicate how
the dealer responded to your information,
especially
if dealership personnel were notably
uncooperative, etc. Once again, be sure to
get as much
information in writing as you can; request
that any determinations or actions which are
promised
by the zone representative be confirmed by a
letter or a fax.
Contact the
Vehicle Manufacturer Directly
You may find
that contact with the zone representative
does not achieve resolve of the matter. If
you are still not satisfied, the next step
is to contact the vehicle manufacturer
directly. Most
carmakers maintain a contact office or a
special department that is responsible for
dealing with
warranty issues (see Attachment B).
Using the
information you have gathered and any
additional information you may have to
supplement your case, forward a letter
directly to the vehicle manufacturer's
customer service
office (sometimes called dispute resolution
board or something similar). Be sure to
explain your
situation in detail and in a logical,
easy-to-understand manner. Provide as much
detail as you can
about your contacts with the dealer and the
zone representative. Do not hesitate to
state if you
felt you were treated improperly or unfairly
by either. The vehicle manufacturer will
almost always
respond to you with a letter; sometimes
promptly, sometimes not. Again, be sure to
retain all
correspondence in case you need it for
future use. Generally, the vehicle
manufacturer has the
greatest interest in ensuring your
satisfaction; they want you to remain loyal
to their brand. As
such, they will likely make a good-faith
effort to resolve the issue particularly if
there is a known
pattern of similar failures. If there is a
request for any additional information, be
sure to keep a
record of what you send. If the manufacturer
should still decide against you, make sure
that their
refusal letter provides an explanation of
how they believe the aftermarket part caused
the
problem.
Local
Approaches You Can Try
If you cannot
get satisfaction from the dealer, the zone
representative or the manufacturer,
contact one or all of the following:
• Better
Business Bureau
• State Attorney General
• Local Department of Motor Vehicles
• State Consumer Protection Office
Many states
also have county and city offices that
intervene or mediate on behalf of individual
consumers to resolve complaints.
You also
might consider using a dispute resolution
organization to arbitrate your disagreement
if
you and the dealer are willing. Under the
terms of many warranties, this may be a
required first
step before you can sue the dealer or
manufacturer. Check your warranty to see if
this is the
case.
If you bought
the vehicle from a franchised dealer, you
may be able to seek mediation through
the Automotive Consumer Action Program
(AUTOCAP). AUTOCAP is a dispute resolution
program coordinated nationally by the
National Automobile Dealers Association
(NADA: 800/252-
6232), and sponsored through state and local
dealer associations in many cities. Check
with the
dealer association in your area to see if
they operate a mediation program.
National
Approaches You Can Try
Since the
manufacturer's failure to honor the terms of
the warranty may be a violation of federal
law, you can pursue the issue with the
appropriate federal agency.
You can call
or write the Federal Trade Commission (FTC)
and ask for assistance on nonemission-
related problems. Input from consumers is
very important to the work of the FTC. These
contacts with consumers are often the first
indication of a problem in the marketplace
and may
provide initial evidence to begin an
investigation. Although the agency cannot
act to resolve
individual problems, it can act when it sees
a pattern of possible law violations. FTC,
Washington,
D.C.: 202/326-3128.
The FTC also
maintains regional offices to field consumer
complaints. For the telephone number
to one near you, see Attachment B.
In the case
of a problem with an emission-related
component, the Environmental Protection
Agency (EPA) is the organization to contact.
A pamphlet published by the EPA on emissions
warranty matters called "What You Should
Know About Your Auto Emissions Warranty,"
can help
explain your options. In essence, the EPA
requires that you exhaust all of your
options with the
vehicle manufacturer before you contact the
Agency. In all cases, you must correspond
with the
EPA in writing. You must also provide copies
of all correspondence with the dealer and
manufacturer, as well as any independent
evidence you may have that describes the
cause of the
problem. The better you are able to make
your case that an aftermarket part was not
the cause of
the failure, the more likely you are to get
EPA's help. The EPA is particularly
interested in any
evidence of a pattern failure being
involved.
Warranty
Complaint Field Operations and Support
Division (EN-397F), U.S. Environmental
Protection Agency, Washington, D.C. 20460.
Telephone: 202/233-9040 or 202/233-9100.
You can also call the Bureau of Consumer
Protections Office of Consumer & Business
Education
in Washington, D.C., at 202/326-3650.
Final Steps
The
Magnuson-Moss Warranty Act may also be
helpful. Under this federal law, you can sue
on
breach of express and implied warranties.
The main point of interest here is that the
Act says
warranty coverage may not be conditioned
upon the use of only the vehicle
manufacturer's parts
unless the parts are provided free of
charge. In other words, use of a
non-carmaker product
should not void your warranty unless it
caused the problem.
Obviously,
litigation can involve considerable time and
expense on your part. However, if the cost
of the warranty claim is high enough, this
may be an option to consider. Any such
lawsuit or claim
would have to be fought on the unique merits
of the case and we recommend that you
consider
finding qualified legal counsel familiar
with this area of law. In some cases, the
filing of a lawsuit
may encourage a settlement of the dispute.
You should also be particularly aware of the
fact that
once you file a lawsuit or claim against the
dealer or manufacturer, your vehicle and
your
documentation may become material evidence
and may be subject to inspection and reviews
in
the lawsuit.
You can also
consider going to small claims court, where
you can resolve disputes involving
small amounts of money for a low cost. The
clerk of your local small claims court can
tell you how
to file a suit and what the dollar limit is
in your state. Again, this action will
sometimes lead the
parties to settle the dispute.
No matter
which steps you undertake, always approach
the situation in a professional manner.
Fits of anger, shouting, threats and the
like seldom accomplish anything other than
aggravating
the situation. The best strategy is to stay
calm and tactfully demonstrate your
knowledge of your
rights and potential courses of action.
In most
cases, it will not be necessary to go
through the entire process described here.
What you
will normally find is that you will be able
to resolve your situation at a fairly early
stage if you have
the proper information in written form and
you approach the issue in a calm,
professional manner.
The
Magnuson-Moss Warranty Act (15 U.S.C.
2302(C))
This federal
law regulates warranties for the protection
of consumers. The essence of the
law concerning aftermarket auto parts is
that a vehicle manufacturer may not
condition a
written or implied warranty on the consumers
using parts or services which are identified
by brand, trade, or corporate name (such as
the vehicle maker's brand) unless the parts
or
service are provided free of charge. The law
means that the use of an aftermarket part
alone is not cause for denying the warranty.
However, the law's protection does not
extend to aftermarket parts in situations
where such parts actually caused the damage
being claimed under the warranty. Further,
consumers are advised to be aware of any
specific terms or conditions stated in the
warranty which may result in its being
voided.
The law
states in relevant part:
No warrantor
of a consumer product may condition his
written or implied warranty of
such product on the consumers using, in
connection with such product, any article or
service (other than article or service
provided without charge under the terms of
the
warranty) which is identified by brand,
trade or corporate name... (15 U.S.C.
2302(C)).
Manufacturers Warranty Questions, Contact
Numbers
Acura 800/382-2238
Audi 800/822-2834
BMW 800/831-1117
Buick 800/521-7300
Cadillac 800/631-5590
Chevrolet 800/222-1020
ChevyTruck 800/222-1020
Chrysler 800/992-1997
DodgeTruck 800/992-1997
Ford 800/392-3673
GEO 800/222-1020
GMCTruck 800/462-8782
Hyundai 800/633-5151
Infiniti 800/662-6200
Isuzu 800/255-6727
Jaguar 800/452-4827
Jeep/Eagle 800/992-1997
Kia 800/333-4542
Lexus 800/255-3987
Lincoln 800/521-4140
Lotus 800/245-6887
Mazda 800/222-5500
Mercury 800/392-3673
Mercedes-Benz 800/367-6372
Mitsubishi 800/222-0037
Nissan 800/647-7261
Oldsmobile 800/442-6537
Plymouth 800/521-9922
Pontiac 800/762-4900
Porsche 800/545-8039
Saab 800/955-9007
Saturn 800/522-5000
Subaru 800/782-2783
Suzuki 800/934-0934
Toyota 800/331-4331
Volkswagen 800/822-8987
Volvo 800/468-6968
FTC State
Offices
Atlanta
404/656-1399
Boston 617/424-5960
Chicago 312/353-4423
Cleveland 216/522/4207
Dallas 214/979-0213
Denver 303/844-2271
Los Angeles 310/235-4000
New York 212/264-1207
San Francisco 415/356-5270
Seattle 206/220-6350 |
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