Complaints

This profile includes complaints for Stellantis Canada's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Stellantis Canada

  P.O. Box 1621 Windsor, ON N9A 4H6

• 

  Stellantis Canada

  1 Riverside Drive West Windsor, ON N9A 5K3

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:21/05/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to formally file a complaint against FCA Canada concerning an unresolved safety recall on my 2021 Jeep Cherokee Trailhawk involving the Power Transfer Unit (***).In December 2024, my vehicle experienced a failure of the ***an issue known to affect this model. Despite the symptoms matching those listed in an active recall, I was told by FCA Canada that my VIN was not eligible at the time. Neither the Mission nor Abbotsford, **, authorized dealerships had parts available or expected them anytime soon. As the vehicle was unsafe to drive, I paid out of pocket to complete the repair at a reputable local ******* January 2025, I received an official letter from FCA Canada stating that the *** issue was now covered under a recall, but also acknowledging that no parts or remedy were currently available. I contacted ***, who informed me that to be eligible for reimbursement, I would need to have the repair redone at a dealershiponce parts became availableand then apply for reimbursement for the original ******* of todayover five months laterthere are still no parts available. I followed up ,only to learn that *** closes customer cases after 14 days, regardless of resolution, requiring customers to start over repeatedly. This is unacceptable, especially considering this recall involves a critical safety component. A *** failure can lead to a loss of vehicle control and potential crash.I find FCA Canada's handling of this recall negligent and dismissive of customer safety. I respectfully request ******************** assistance in urging FCA to:Reimburse me for the December 2024 out-of-pocket *** repair.Provide clarity and accountability on the recall remedy *************** and correct their flawed case management system.I have documentation of the repair, recall notice, and correspondence with FCA and can provide it upon request.Sincerely,***** ******

  Business Response

  Date: 22/05/2025

  We appreciate you bringing this matter to our attention. We are sorry about the concerns experienced with the vehicle and with the inconvenience caused by the *** recall remedy delay.  *** is making every effort to provide the recall remedy as quickly as possible and to repair the vehicle.  *** will send a follow up notice once the recall remedy becomes available. In the meantime, if the vehicle is experiencing issues, we have referred the customer to a FCA dealership for a diagnosis and interim repair if required. 

  Customer Answer

  Date: 22/05/2025

   
  Complaint: 23360391
  
  I am rejecting this response because: While I have spoken with **** at ***, I was requested to take my Jeep back to the dealership for an assessment. I have agreed and made an appointment for next week at ****************  What *** is willing to do will depend on the findings at the dealership. This matter remains unresolved at this time.
  
  Sincerely,
  
  ***** ******

  Business Response

  Date: 23/05/2025

  We appreciate you bringing this matter to our attention again. We have advised the customer that *** will work with the dealership to repair the vehicle. *** is also working to provide a remedy for the recall and will complete the recall once the remedy becomes available. 

  Customer Answer

  Date: 26/05/2025

  What *** is not saying is that the recall part (power transfer unit ) was issued Jan 2026. They still do not have any idea when if ever that part will be available. 

  All that sending me to the dealership is to confirm that yes it is still and issue and we have no idea when that part will become available. 

  The letter from FCA states that if you vehicle is having issues like mine, do not drive it.  What solution are they offering ?  How are they going to make a part appear that has not be available for the last 6 months and no eta on when it will be.

  This case should not be closed until they can at minimum assist with getting the recalled part. 

• Initial Complaint

  Date:29/04/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Tuesday, April 29 I received a call after multiple appeals to Stellantis (FCA Canada) about a warranty claim I had attempted to file appropriately a year ago regarding a faulty radiator sensor. The radiator sensor ceased to function and caused my engine to overheat and warp the cylinder heads. This lead to a nearly $4000 repair cost as of the time of this complaint being filed due to long-term damage from coolant leaking into the engine.The original claim and case file was ignored by *** and the dealership in which I purchased the vehicle until my vehicles odometer exceeded the set kilometres allowed by *** claims ************** my vehicle is at ******* kms, I am being told Im obliged to come up with an out of pocket repair cost for the long-term damages the sensor failure caused regardless of the dealership and manufacturers neglected warranty claim. The original call for a claim was made while my vehicle was under ******* km. I have case file numbers for both attempts to contact *** directly. As well as documented conversations and visits to Performance ******** dealership **************, *******. I am a mobile bicycle repair business owner as well as daily driver. I purchased the vehicle new and in good faith that warranties would be honoured and my experience with purchasing a new vehicle would be at the very least, a fair experience. This is not been the case for the entire duration of purchasing and owning my vehicle (Ram Promaster City SLT) since late 2020. I feel it is unjust that I should be made to pay for long-term damages to my vehicle caused by equipment that failed while under warranty and not due to negligence. Especially given the many attempts to address the issue in the past already. Current kilometres should not factor into this warranty claim. Focus should be on the amount of kilometres on the vehicle when the first case file was opened. I have both case file numbers past and present for reference.

  Business Response

  Date: 30/04/2025

  We appreciate you bringing this matter to our attention.  Our customer has been advised that within the 5 years or *******km (whichever occurs first) powertrain warranty, FCA Canada will not hesitate to assume the engine repair costs. However, after the warranty terms have been exceeded, any charges are the responsibility of the vehicle owner. The powertrain warranty coverage for this repair expired since 100 000 kilometers and now the vehicle is 40 000 kms over the warranty. Also the customers vehicle is not subject to any recall for the cylinder heads. We have also contacted the dealership Performance ******** and they have no records of any visits for inspection or  repairs from last year. They indicated that they haven't seen this vehicle since October 2022. 
  Thank you for allowing us to explain the situation.
  
  

  Customer Answer

  Date: 30/04/2025

   
  Complaint: 23265532
  
  I am rejecting this response because the Powertrain warranty was still in effect at the time my radiator sensor was deemed faulty and had already caused my vehicle to overheat, subsequently resulting in engine head warpage and long term damage to the head gasket causing coolant to leak into the cylinders.
  I was rejected warranty repairs at the service centre in Performance Chrysler in ************* (reason for lack of records) as well as I was told by *** the sensor was not considered a powertrain issue. It clearly is as it directly affects the safe and reliable operation of the vehicle.
  The radiator sensor was exchanged at my own personal expense at Two Guys Garage in **********************. But not before the resulting damage was done. 
  

  I am just not attempting to adress the concerns due to check engine light warnings and low oil pressure. However this is a concern dating from last year when I was still under warranty. Current mileage is irrelevant and should not be factored.

  I have service documents dating from when the faulty radiator sensor was replaced. Available upon request. Anyone With an understanding of engines will understand when a radiator sensor is faulty and engine will overheat. The cascading effect is well documented. I would appreciate A level of professionalism with this issue.  
  
  Sincerely,
  
  ****** *****

  Business Response

  Date: 02/05/2025

  We appreciate you bringing this matter to our attention again. We have advised the customer that the warranty for the radiator was 3 years or 60 000 kms whichever occurs first. This component is not covered by the powertrain warranty.  We have also reiterated that the engine warranty is expired now and there was no engine diagnosis nor repair at Performance ******** or any other *** dealership during the powertrain warranty period. All warranty repairs must be done at an *** dealership and *** doesn't work with independent facilities. 

• Initial Complaint

  Date:11/04/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased my vehicle from an authorized dealership in 2022. In May 2023, a paint defect was identified by FCA/Stellantis on a small side panel of the vehicle, for which the repair was covered by FCA/Stellantis. 2 months after this repair was completed, the paint defect issue started again on adjacent panel. When I called to inquire if this could be repaired as it is a known defect admittedly by the manufacturer, I was told no as I am now past their warranty period. I disagree with this decision entirely, as this is a known defect with the make and model of my vehicle, the repair was previously covered as the defect was identified by FCA/Stellantis DURING the warranty period, and the issue is occurring on the same panel type with the same paint. My request is that this repair be covered by FCA/Stellantis as fault was already acknowledged by a defected product.

  Business Response

  Date: 11/04/2025

  We appreciate you bringing this matter to our attention. Our customer has been advised that within the 3 years or ******km (whichever occurs first) basic warranty, FCA Canada will not hesitate to assume the trim and paint repair costs. However, after the warranty terms have been exceeded, any charges are the responsibility of the vehicle owner. The basic warranty coverage for this repair expired since 60 000 kms and the vehicle has ***** kms. The customers vehicle is not subject to any recalls for these concerns. Also, the vehicle was already outside basic warranty at the time of the first repair and the dealership provided goodwill assistance outside of the warranty. FCA Canada is unable to provide unlimited warranty coverage. 

  Customer Answer

  Date: 11/04/2025

   
  Complaint: 23190442
  
  I am rejecting this response because: The issue with defective paint on the vehicle was admitted during the original repair. Despite the vehicle being outside of the expected warranty., This issue, stems from the vehicles production and should be covered by the manufacture.
  
  Sincerely,
  
  ******* ********

  Business Response

  Date: 14/04/2025

  We appreciate you bringing this matter to our attention again. We have contacted our customer to reiterate our position: the warranty has expired and the vehicle is not subjected to any recall. While we regret we could not provide a more favorable reply, we hope our customer can appreciate our position.
  

• Initial Complaint

  Date:18/02/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 14 February 2025 the check engine light on my 2018 RAM 1500 SLT QUAD CAB 4X4 Eco Diesel came on due to a Crankcase Position Sensor Failure. The vehicle was taken to the local dealership the same afternoon, where they suggested I call *** (*************************) to inquire if FCA would cover the costs of repair as it was a known issue. *** was called that evening and I was assigned case number ********. On Tue 18 Feb 2025 I received a call from *** stating that they would not cover the cost of repairs. The vehicle was subject to a "66A" recall in November 2023. The recall is outlined below:New Safety Recall Advanced Communication 66A ********** (*** US) has announced a safety recall on certain ********* MY Ram 1500 and ********* MY Jeep Grand Cherokee vehicles equipped with a 3.0L diesel engine.REASON FOR THIS SAFETY RECALL Some of the above vehicles may have been built with engines that may have the magnetic signal material delaminate from the body of the tone wheel.The magnetic material attached to the reluctor wheel provides a signal to the crankshaft position sensor. If this signal material is lost, the engine loses its ability to synchronize injector pulses and cam timing. This loss of crankshaft position can result in an engine stall, as well as loss of the ability to restart the engine. A loss of motive power can cause a vehicle crash without prior warning.SERVICE ACTION *** US will conduct a voluntary safety recall on all affected vehicles to update the powertrain control module software to maintain vehicle propulsion by reading the camshaft position signal in the event that crankshaft position signal is lost. The remedy for this condition is not currently available. As this was a known issue by *** and the recall was a temporary fix in case the part did fail I believe that *** should be responsible for the repair costs.Sincerely **** Read

  Business Response

  Date: 20/02/2025

  We appreciate you bringing this matter to our attention. Our customer has been notified that within the  warranty, FCA Canada will not hesitate to assume the crankcase position sensor repair costs. However, after the warranty terms have been exceeded, any charges are the responsibility of the vehicle owner. The warranty coverage for this repair expired and the repair is not related to the recall 66A.  The recall 66A has been completed on this vehicle on November 8, 2023. The repair procedure was the reprogramming of the  Powertrain Control Module (PCM) to maintain engine operation if the signal material is lost. The recall doesn't include the crankcase position sensor replacement and there are no other incomplete recalls on this vehicle.  
  Thank you for allowing us to explain the situation. 
  
  

  Customer Answer

  Date: 21/02/2025

   
  Complaint: 22956093
  
  I am rejecting this response because:

  The warranty coverage requested for this repair is related to the recall 66A.  The repair procedure was the reprogramming of the  Powertrain Control Module (PCM) to maintain engine operation if the signal material is lost.  The signal material was lost as was forecasted as being very likely to occur by ***. The 66A recall did not include the crankcase position sensor replacement, as from my understanding from my local dealer, when I took the vehicle in on Nov 23, while still under warranty, there was no repair available.  Yes, the vehicle is out of warranty now but I sincerely believe my issue is a continuation, and likely result, of the original 66A issue/recall and therefore should still be covered.  As I stated previously I find it very strange that a company would issue a recall for a known issue, and then could or would not supply the parts to properly fix the issue on a part that they obviously knew would fail.  
  Thank you for allowing us to explain the situation. 
  
  Sincerely,
  
  **** Read

  Business Response

  Date: 24/02/2025

  We appreciate you bringing this matter to our attention again. We have contacted our customer to advise that according to the recall 66A letter the  magnetic material attached to the tone wheel on the vehicle that provides a signal to the crankshaft position sensor may be lost. However in this case it was determined by the dealership that there was nothing wrong with the magnetic material attached to the tone wheel but it was the crankshaft sensor that failed and this part isn't covered under the recall.
  While we regret we could not provide a more favorable reply, we hope our customer can appreciate our position. 

  Customer Answer

  Date: 26/02/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **** Read

• Initial Complaint

  Date:10/02/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchsed a 2023 ram rebel 1500 truck from a dodge dealer here in ************ , in the winter time i have a burning rubber smell coming into my truck to the point that i have to put my windows down they say its comimh from the salt on the roads , i have taken the truck back a number of times and they changed a bunch of parts which nothing fixed it, i was told by FCA canada maybe i shouldnt drive the truck when there is salt on the roads, the dealer lakeview chrysler has told me they dont know what the problem is so they cant fix it i was told to take my truck somewhere else, i have asked a number of times about this issue and was told they cant do anything to fix it so just deal with it. To pay $96000 for a truck and to be told dont drive it in the winter or dont bring it back to the dealer because they cant fix it is ridiculous. I had the truck now for a year and a half and to trade it in i will loose about $50000 this is very poor customer survice to be told to bad just deal with it

  Business Response

  Date: 11/02/2025

  We appreciate you bringing this matter to our attention. As the manufacturer, we assure that there is no hesitancy on our part to comply with warranty provisions in the case of an identified defect; however, in the absence of a confirmed abnormality by an authorized dealer, we cannot pursue any service under warranty. We will continue to honour our warranty obligations; however, we must respectfully decline to grant the request for a vehicle replacement.  We have contacted the dealership ******** ******** and they indicated that at the last diagnosis no defects were found  and no repairs were required.  We do not provide assessments or technical assistance by correspondence or over the phone. If there are any issues with the vehicle we refer the customer to the dealership for a new diagnosis. If the dealership finds an issue  they will work with ***'s technical support to repair it.

  Customer Answer

  Date: 11/02/2025

   
  Complaint: 22921018
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***** *******

  Good day, I do not agree with the response lakeview ******** is aware of the problem with the truck but they say they cant find whats causing the smell so now they say there is no problem the service manager ***** is quite aware of the smell as he has been in the truck with me when the smell was present so how can a company like this just say well we cant find the problem even though we know there is one so to bad just deal with it this is very unsatisfactory and pretty sad that you pay $96000 for a truck only to be told **** it up or take it somewhere else very poor customer service and this needs to be taked further I dont care about a replacement I just want my truck fixed 

  also I talked to ***** at lakeview today and he told me a different story If the conversation between them I was told that he said the truck has a problem and need engineers to get involved and that they want to scan the truck again and submit a star case but yet the response from stlantis stated that there is nothing wrong with the truck and no repairs required maybe we should have a 3 way  call between partys because someone is lying to me and seems like they dont want to take responsibility for a factory defected truck I just want my truck fixed  so someone needs to tell me the truth about whats going on here 

   

  thanks Craig 

  Business Response

  Date: 13/02/2025

  We appreciate you bringing this matter to our attention again.  We have contacted the customer and advised that we do not provide assessments or technical assistance by correspondence or over the phone and we rely on the dealers diagnosis. If the dealer finds a problem they have access to technical support from FCA Canada . We have advised the customer to return to the dealer for a new diagnosis and the dealership will work with ***'s technical support to ensure that any identified issue is fixed as per FCA specifications. 

• Initial Complaint

  Date:17/01/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had purchased a new Jeep Grand Cherokee 2018 Overland 4x4. In mid 2024 my touch screen had started to delaminate, getting so bad I can no longer operate the vehicle with my screen on, keeping in mind I am out of Basic Warranty but the vehicle has less then ****** km ( indicating the screen has not had a significant amount of use and the part is clearly defective ). I was in contact with *** in summer 2024. I was told that this is a known problem with the yr/make/model and that *** has been approving new screens, free of charge based on the history of failing part. I was directed to pay the outlandish fee of $ ****** for a diagnostic through my local dealer, in turn they would work with me and dealership on financial assistance for either or full replacement or a significant contribution in % to help assist with the problem. I became ill, required surgery and recovery time. I finally was healthy enough to start dealing with built up issues. Here, Jan 2025, I have finally been able to afford, in both finances and time, to have this diagnostic take place but *** has no record of my previous conversation and/or file number. I am now being told my vehicle is out of warranty by over the limit of 1 year. I am now being told the cost of the new screen will be on my shoulders. I can see the dozens and dozens of complaints indicating that customers are having the same problem, i have been told this is a known issue. Why has *** not created a recall for this matter ? I think this should be addressed as a recall given the high amount of people that are experiencing this. The screen replacement is a upwards of $ *******, something very few people have additional to living expenses these days. I pay a lot of money to have this vehicle and I cannot use a verry important function now. Something needs to addressed. I am more then unhappy.

  Business Response

  Date: 20/01/2025

  We appreciate you bringing this matter to our attention . Our customer has been contacted and notified that within the 3 years or ******km (whichever occurs first) basic warranty, FCA Canada will not hesitate to assume the radio screen repair costs. However, after the warranty terms have been exceeded, any charges are the responsibility of the vehicle owner. The basic warranty coverage for this repair expired by time since December 2017 and the customers vehicle is not subject to any recall. 

• Initial Complaint

  Date:06/01/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Warranty Claim (Corrosion) with FCA (Jeep) Canada - Started in Spring of 2024. Approved in September of 2024 by ***. *** has indicated the repair requires a 3rd party body shop to complete. They have informed the dealer (and thus my-self) that they will not pay to have the work completed - which essentially means they are not addressing the acknowledged warranty issue. I have left 9 messages over the past 30 days and never received so much as a call back regarding this. I understand this to involve all Jeep Wrangler models from 2019 *****. I understand that they do not have enough parts to supply for the repairs, nor it seems, enough money to pay for the repairs they state are required. This leaves me with a $50k jeep that is unsellable and so almost worthless.

  Business Response

  Date: 07/01/2025

  We appreciate you bringing this matter to our attention. We are sorry to learn of the experience that the customer had with the vehicle and with **********************. We have communicated with the customer and are currently reviewing the concerns. 

  Customer Answer

  Date: 07/01/2025

   
  Complaint: 22773604
  
  I am rejecting this response because: They have contacted me but only to say they are looking into it - they have not offered any path towards resolution at this point, they are still not explaining how they will full-fill their acknowledged warranty obligations.
  
  Sincerely,
  
  **** *****

  Business Response

  Date: 08/01/2025

  We appreciate you bringing this matter to our attention again. We are sorry about the delay however we are currently in communication with the customer and our dealership and are working towards a resolution. We will contact the customer when updates are available. In the meantime we appreciate their patience. 

  Customer Answer

  Date: 09/01/2025

   
  Complaint: 22773604
  
  I am rejecting this response because:  It is the same automated response that I received earlier.  I have had no new communication from FCA Stellantis (Jeep) - which seems to be their strategy.
  
  Sincerely,
  
  **** *****

• Initial Complaint

  Date:15/11/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Bought a brand new 2023 wrangler April 5 2023. Drove the vehicle for 5.5 months before issues started happening. Finally got a part ordered October 27, 2023. As of December 1 ********************************************************************************************************************* stranded. I have tried calling the manufacturer to find a solution to get back on the road. I have received 8 different ETAs and am still waiting. I have not driven my vehicle that I am still paying for, for 350 days.

  Business Response

  Date: 15/11/2024

  We appreciate you bringing this matter to our attention. We are sorry about the concerns experienced with the vehicle and with the inconvenience caused by the parts delay. We have advised our customer that ********************** is very sensitive to the consequences of parts delays and as a result, we are attempting to minimize delivery time to our dealers. However, the factors influencing our inventory are many and include supplier availability, storage capacity, and part demand. These factors are continually reviewed to ensure optimal combinations; however, there will inevitably be some delays, which we may not be able to modify. *** is making every effort to provide the parts as quickly as possible and to repair the vehicle as per warranty terms and conditions. *** provided a rental to the customer for the entire duration of the repairs . We are in contact with the customer and will provide updates as soon as they become available.

  Customer Answer

  Date: 15/11/2024

   
  Complaint: 22559873
  
  I am rejecting this response because: it has been a year of waiting for said part, and I have not driven my vehicle in ******************************************************************************************** from living my life, my life has been on a complete hold with not being able to live my lifestyle. 
  
  Sincerely,
  
  ***** *******

  Business Response

  Date: 18/11/2024

  We appreciate you bringing this matter to our attention again. We are very sorry about the inconveniences caused by the parts delay. *** will continue to work to address the customers concerns and to secure the part and repair the vehicle.  In the meantime we appreciate the customer's patience. 

  Customer Answer

  Date: 23/11/2024

   
  Complaint: 22559873
  
  I am rejecting this response because: I will not accept anything until my vehicle is fixed or there is a solution to the issue after 358 days.
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:12/11/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On October 14th the car was required to be repaired in the states. On October 15th I called *** to start the process for reimbursement. I was then told to wait til I was in Canada. Upon arriving in Canada, a case was then open (case# ********). All documents and questions were answered that was requested by the case manager Joriel. A few days later, the vehicle started to overheat again which was the reasoning for the repairs while in the states. I have been trying to contact *** about the issue and to speak with the current case manager for the past 3 weeks. Each time, I am told he's not available and they leave an email for him and his supervisor. Both him and his supervisor have never reached out after the first communication I received about him needing further information which was provided. I'm not sure where the case sits and would like an update, I also requested since the beginning of this case for a new case manager. As well, I also want information on whether to submit a new claim for reimbursement of repairs that have been and have to be done as the car is not properly repaired that was repaired under warranty. I have paid out of pocket and will have to pay out of pocket for the further diagnosis and repairs. The **** I spoke with on the phone from *** have not been able to help as they are always refering me to the current case manager who has yet to speak with me and assist with the ongoing case.

  Customer Answer

  Date: 12/11/2024

  Hello there, I just received a response stating that the complaint was not accepted because it is a duplicate? Could you advise how that is a duplicate complaint and how I can have assistance from BBB to obtain a response from *** after leaving multiple emails, and calls for the case manager to call me back? It was also forwarded to the supervisor and still no response from *** for assistance about the reimbursement or assistance on having warranty work covered again that was poorly done and causing the vehicle to constantly overheat. 

  Business Response

  Date: 18/11/2024

  We appreciate you bringing this matter to our attention.  We are sorry about the concerns experienced with the vehicle. As per our records the file is currently under review and the customer will be contacted once there are updates available.  Please be advised however,  that we do not provide assessments or technical assistance by correspondence or over the phone. Any technical information from FCA Canada is distributed to our dealer network. If there are still issues with the vehicle the customer will need to bring it to an FCA dealership for diagnosis and repairs. Any *** dealership is able to perform warranty repairs if a defect is identified. However, if the damage is due to workmanship, the concern will have to be addressed with the dealership that did the initial repair. Every *** dealership is independently owned and operated. 

  Customer Answer

  Date: 18/11/2024

   
  Complaint: 22544544
  
  I am rejecting this response because: If the repairs that need to done are considered ******* defect, that means I have to drive back into the states (12 hours) just to have the same dealer fix it? I think I would rather a better solution than that. 

  Also, I understand *** has no knowledge about their cars however, I would appreciate help to have the car properly fixed and diagnosed so the vehicle can stop over heating. I don't believe I should have to pay out of pocket for anything with what had just been fixed or have been affected by the defect that caused damaged. 

  I'm hoping to come to mutual agreement on having the car fixed so that it's safe to drive on long drives. Otherwise, it might have to be a claim for any further expenses that will rise from the same issue at hand. 

  
  Sincerely,
  
  ***** ****

  Business Response

  Date: 19/11/2024

  We appreciate you bringing this matter to our attention again. We have contacted the customer and reiterated that the vehicle must be brought to an FCA dealership for diagnosis. All *** dealers have access to technical support from FCA Canada and are able to repair all issues with the vehicle.  The dealership will determine if it's a warranty repair or a workmanship issue. FCA Canada will not hesitate to assume the repairs during the warranty. However, after the warranty terms have been exceeded, any charges are the responsibility of the vehicle owner. 

  Customer Answer

  Date: 25/11/2024

   
  Complaint: 22544544
  
  I am rejecting this response because: I don't agree that the customer should pay for repairs or costs related to repairs or replacement to parts that were affected by a defected part that was covered by warranty. 

  As for the situation, the water pump failed suddenly during a trip, caused damaged to the belt, belly pan, rad fan, thermostat and gasket. The parts covered was the belt, pump, and gasket. 

  After the partial repairs to make it back to Canada, the car had air in the cooling system which was a main cause for the overheating again! That being said, it was brought to an *** dealer which then charged me for the "fix" even though this was a workmanship issue. I cannot drive ***** hours back into the states for this to be fixed nor is it cost effective! 

  If *** was willing to help, they would do what is right as the repairs and costs are all related to a part that failed by a defect which is under warranty and was covered. However, the workmanship/diagnosis was not properly completed and is still causing issues! 

  If there is a policy stating that I have to go back to the American dealership, then please forward a copy to me! 

  
  Sincerely,
  
  ***** ****

  Customer Answer

  Date: 26/11/2024

  Hi there, I was wondering about the offer of mediation if that will help resolve the issue or if it could cause more issues? 

  As well, when would the 150+ tax have to be paid? 

• Initial Complaint

  Date:11/11/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  2024 Grand Cherokee L that I purchased in June ********************************************* something along those lines. Vehicle had some issues with starting, finally got it running, then I was unable to shift and unable to turn the vehicle off. Had to get roadside assistance to tow it to the nearest dealership (600km away from me). It has been sitting there for 3+ weeks now. Dealership would not even attempt to help me get a rental, directed me to ***. Case manager ***** at *** would not answer my calls, took a full week to return my messages, then proceeded to tell me *** wouldnt do anything regarding a rental without a diagnosis and just to wait. Dealership said they are short staffed and cant get it diagnosed in a timely manner. My vehicle broke the day before my due date, and I have had almost zero communication from the dealership and ***. I have not been able to drive my kids to school, or take them to their activities due to having no vehicle, all while caring for a newborn as well. On top of all of this, I am expected to go out of my way, and cover all expenses associated with travelling 1200km total to go and pick up my vehicle when the repairs are complete. The dealership and *** have both refused to assist with returning my vehicle to me, and have left me in the dark, fully expecting me to figure out a way to the dealership with a newborn and retrieve my vehicle.

  Business Response

  Date: 13/11/2024

  We appreciate you bringing this matter to our attention. We are sorry about the concerns experienced with the vehicle. FCA Canada is committed to supporting the efforts of our authorized dealer body to address any confirmed vehicle deficiency. However every *** dealership is independently owned and operated and *** does not control their scheduling. We have contacted the dealership and they have confirmed that the vehicle has been repaired. However, none of the FCA Canada warranties cover incidental or consequential damages such as loss of use of the vehicle, loss of time, inconvenience, commercial loss, loss of income. While FCA Canada covers towing to the nearest *** dealership if the vehicle is inoperable due to a mechanical failure, once the vehicle is repaired it is every customer's responsibility to arrange to pick up the vehicle.
  

  Customer Answer

  Date: 13/11/2024

   
  Complaint: 22540340
  
  I am rejecting this response because: I am part of the Jeep Wave program where all these promises are made in the event I cannot operate my vehicle. There was no attempt made to provide a rental to me, which is promised in this program, and there is now no attempt to assist returning my vehicle to me? How am I expected to travel 1200km round trip to pick up my vehicle with a newborn and no financial assistance to do so? I am on maternity leave and all of the expenses associated with a 2 day trip do not come from thin air. The least *** could do is pretend care about their customers & their promises. 
  
  Sincerely,
  
  ***** *********

  Business Response

  Date: 14/11/2024

  We appreciate you bringing this matter to our attention again. We are currently in communication with the customer and our dealership and are reviewing the concerns as per the *** warranty and the Jeep Wave program terms and conditions. 

  Customer Answer

  Date: 14/11/2024

   
  Complaint: 22540340
  
  I am rejecting this response because: when I receive an appropriate solution I will accept the response. 
  
  Sincerely,
  
  ***** *********