Jeep responded to me this morning with a generic e-mail asking if I want a copy of my plan provisions. Coincidentally I'd just finished my due diligence and immediately responded with the e-mail below.
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I think I know how to correct this to everyone's benefit.

I went through all my past services and I think I figured out what created this issue. When I went in at 44,992 miles for the 45,000 mile maintenance, they input 49,992 miles in their system. I have a vehicle inspection sheet where they wrote 44,992 miles but the printed invoice says 49,992 miles.

These are the dates and odometer readings of other maintenance visits to illustrate:

05/18/12 39,000
08/18/12 42,141
11/13/12 49,992
02/09/13 47,926
04/27/13 51,066

I think when I went in for the 45,000 mile maintenance they performed the 48,000 mile maintenance. That day I got an extra tire rotation that wasn't covered at 45,000 miles and I didn't get a front/rear axle fluid service which was covered at 45,000 miles.

Then when I went in for 48,000 mile maintenance they probably couldn't process it because it had already been claimed at 44,992 miles. Apparently at that point they made a 60,000 instead of 48,000 mile claim which led to the current problem.

Its possible that no 45,000 mile maintenance was ever claimed. All the services at the other intervals correspond with the contract.

I think this should be a problem where the dealer can work with the service contract people to fix the claims. The previous 48,000 and 60,000 mile claims should be canceled and replaced with new 45,000, 48,000, and 60,000 mile claims. I think the dealership would get a lot more than $116.99. I would owe for a tire rotation but I would still be due a front/rear axle fluid service.

A spreadsheet with all these details and further documentation can be provided upon request.

I would greatly appreciate if you could present this to the dealership.

Note: I tried to fix the 44,992/49,992 mileage problem with Jeep Customer Care during the first half of this year and they said they couldn't fix it but would add a note. I also tried to correct this at the dealership when I went for the 51,000 mile service but they also said they couldn't fix it. However, I had no idea it would lead to this and it would have been too late, anyway.

 

I found a discrepancy in my Service History on the Jeep Owner's website and sent the message below to Jeep (please read it before continuing to the next sentence). As stated before there is no mention of 60,000 mile service on my invoice for 48,000 mile maintenance but there is also no mention of trans. fluid replacement. It is either a claim for a service never performed or it was used to cover the brake fluid change that I was initially going to pay for but is listed under the covered 48,000 mile services.

This is the additional message I sent to Jeep:
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On www.moparownerconnect.com under the 'Maintain & Care' Service History tab the section dated 02-13-2013, Odometer Reading 47926 has a Service Description that includes "60000 mile service, Add/replace trans. Fluid" but this is nowhere on my invoice. The fluids listed on the 47,926 mile invoice are power steering fluid (I paid), oil change (covered), brake fluid (supposedly covered), rear diff service (covered), fuel combo (I paid). This has to be another part of the reason I'm now being charged for the service performed on 12-09-2013. Documentation is available upon request. I don't want to be told to talk to the service contract people. The service contract people tell me to talk to the dealer and the dealer tells me to pay. These issues I've brought up need to be corrected. I have absolutely no control over the service contract claims and I expect the contract to be honored.

 

An update:

Yesterday Wednesday, 18 December I received a new $0 invoice so I'm not going to have to pay the bill of $116.99 and they performed the front/rear diff service that was missed at 45,000 miles. It had nothing to do with convincing them of my position or discussing my documentation. The Service Manager said it was too complicated and he didn't have time to deal with it and they may have made some claim errors and he said he was sorry. I'm not really happy since the Service Advisor still thinks I owe for duplicated services that he refuses to demonstrate.

It turns out the Service Advisor sent me a fax of their copy of the 48,000 mile invoice last Friday, 13 December but I didn't notice it until today (Thursday, 19 December). At the time it was meant to demonstrate why I was being billed. He had circled the two services I paid for (fuel combo and power steering fluid) and wrote a note saying they were not covered and asking me to provide a credit card for the new disputed bill. Well of course the circled services weren't covered, I paid $264.86 for them that day! I brought this to the Service Advisor's attention today by showing him a copy of the credit card receipt with the same amount as the 48,000 mile bill and he just said that he couldn't explain things that happened almost a year ago and he repeated that my services were duplicated. He also said they were able to get an extra $30 for an oil change from the service contract and I said, "where's my $30?". He said nobody told me to spend over a week of my time on this. I looked for the Service Manager and he wasn't in his office so I left. This evening I sent a negative Comment Card to the dealership and a negative survey to Jeep, including constructive recommendations like having the dealership mention the requested service interval on their invoices (ex. 45k, 48k, 60k, etc) to protect the customer. I've done maintenance at several dealerships and some of them already do this but the problem dealership does not.

I'm thinking of waiting about a week to see if they respond to the comments and survey and then I'll decide if I should expose them here and on other forums. I'm sure there are good people working at this dealership but at the very least I want to steer people away from the specific Service Advisor who gave me problems. He did not do his due diligence before repeatedly asking me to cough up my credit card info.

You guys might think I'm crazy for taking things this far, and maybe I am, and you might say the dealership doesn't have time to do a good investigation in situations like this, and that might be true, too, but I paid for a contract that says I'm entitled to specific services. If the dealership has issues getting their money from MOPAR Vehicle Protection then unless they can find invoices showing services performed prematurely or duplicated, then it isn't my problem and I should never know anything about it. I think I am rightly due some compensation for this ridiculous issue and to attempt to re-establish my good will with the dealership and the Chrysler/Jeep Corporate Entity.

 

Am I a "that guy"? Am I a unreasonable, overly demanding "problem customer"? (for the record, I've never had a problem or dispute with this dealership or any other despite more than 20 service visits at various Chrysler/Jeep dealerships).

 

Unless I'm missing something (and I could be - there's a LOT of information in this thread), you got what you wanted (the removal of the $116 bill), so I'm not sure what else you're looking for from the dealership.

Like I said, I didn't read everything in this thread, so I could have missed something else you were looking to get.

 

I spent over a week making many phone calls to the Service Advisor, MOPAR Vehicle Protection, and Jeep Customer Care and reconstructing my service history in order to determine if any of my services were performed prematurely or duplicated. My time has value and neither the Service Advisor nor the Service Manager expressed any interest in either demonstrating to me that I owed money or in reviewing my documents or understanding my point of view. My position is supported by my invoices and contract. Their position either has no support or they were not willing to provide it. They just wanted to get rid of me and as a customer they have.

 

If you're at the end of your service contract, then tell the dealership "good-bye". When you buy your next vehicle, drive by, go in and talk to the sales manager, tell them it is because of their service departments lack of quality customer service that lost them a sale. And maybe others, since I'm sure you'll tell your friends about it.

Bad businesses should go out of business. The good guys should win.

 

I don't disagree with you, but I don't think I understand what it is you're trying to get at this point.

 

Thanks, I agree with this. I'm either completely insane or I'm "the good guy" and there are other Service Advisors and other dealership Service Managers that are also "the good guy".

In terms of what I want or would've wanted in order to not remain upset, there's actually another complication that came up on Tuesday, 17 December. This complication is exactly the sort of reason I wasn't going to let the service contract issue go without either paying or getting a new $0 invoice. It was because if I ever had actual automotive issues with the 60,000mi services and had to bring my vehicle back to the dealership I wouldn't want them to be able to hold my vehicle hostage over the disputed $116.99 bill.

On the morning of Tuesday, 17 December I noticed a strange odor when I parked at work. I also noticed wet spots in my parking space. That evening I looked underneath my Jeep and saw that there were watery red drops hanging from everywhere under the front end. Also, the coolant reservoir was closer to 'Min' than 'Max' (a cooling system service had been performed on Monday, 9 December, which was one of the disputed charges). The afternoon of Tuesday, 17 December I had received an automatic e-mail request for comment on my service experience which included the Service Manager's e-mail address. I sent an e-mail about the service contract billing problem and about the possible coolant leak.

The next morning, Wednesday, 18 December the Service Manager called me and that was when he told me the billing problem was too complicated and he didn't have time to deal with it and he would give me the new $0 invoice. He also told me the red drops were not normal and to bring my vehicle in any time.

I took my Jeep back in on Wednesday, 18 December at odometer reading 59,991mi. I worked with a different Service Advisor for the coolant problem and was charged a $100 deductible for the repair. This was because I had purchased a Chrysler Maximum Care 4yr/48,000mi extended warranty (with a $100 deductible) on Tuesday, 10 December and it took effect immediately at odometer reading 59,734mi and replaced my previous 5yr/60,000mi extended warranty (with a $0 deductible). This wasn't the new Service Advisor's fault so I didn't dispute it with him and I paid the deductible without complaint. However, the Service Manager should have waived this deductible due to the previous unnecessary Service Contract problem and because I came in for the repair before 60,000 miles. This repair would have been covered at odometer reading 59,991mi with a $0 deductible if I hadn't purchased the $100 deductible, 4yr/48,000mi Maximum Care extended warranty.

Long story short, at the very least I want a check for $100.00 to reimburse me for the deductible I paid for the cooling system repair even if it was a coincidence that would have happened with or without the covered maintenance problem last week.

 

Thanks to everyone who contributed to this thread. When I have a problem, even if things don't turn out the way I would have liked, I can't look at myself in the mirror unless I think I did everything in my power to overcome the problem. All of your input was helpful in organizing my information, figuring out what my options were, and deciding how to approach the Jeep Corporate Entity.

Neither Jeep nor the dealership ever responded to the negative feedback in my survey and comment card that I sent on 19 December. If anybody wants to know the dealership and service advisor please send me a PM and I'll send the information privately (bear in mind that this happened in San Diego, CA where there are like seven Jeep dealerships in a 30-mile radius). If enough people show interest then I'll post the info on this thread. I truly think this particular service advisor is a discredit to his profession.