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:25/07/2023

  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 my 2018 truck in April 2019. Took miraculous care for it. May ************************************************************* to get looked at. Told we need to order a new sensor costing $600. But the problem was resolved. The light just wouldn't go away. Few weeks later more lights pop up. Bring it in, they said it was fixed and good to go. I pick it up and pay just under $1200. Drive off the lot and all thr problems pop up again. Bring it back, and its been at the dealership for 2 months now with no luck getting anything resolved and our truck back. Just the constant run around of we are trying to diagnose the problem yet Nothing is working. But when I go by the dealership, its always parked in the parking lot. And when I went to check on my truck the other day, there was an added light on the dash that wasn't there when I had it. Upon frustration and stress I began looking up the issues myself and found multiple people having the same problems with this truck. It is faulty parts that mechanics have no clue how to fix!! Paying monthly payments on a truck I cant even drive. Trying to contact fca Canada and just get the run around as well. Told the case manager ********************* call me. June 9th is when I opened my case with FCA Canada and have not heard from ****** once personally. Nor have I had any updates from anyone on when I will get my truck back. No loaner vehicle, no help anywhere on anything on my truck.

  Business Response

  Date: 25/07/2023

  We appreciate you bringing this matter to our attention. We are currently in communication with the customer and our dealership. Our dealership is working with our technical support team to repair the vehicle.

• Initial Complaint

  Date:11/07/2023

  Type:Product 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.

  Brought our vehicle(2020 **** ********) into ******* ******** ** **** ******* *** ******* *L
  For a simple oil, filter change and Peace of Mind Maintenance Service. Jul 6/2023. Order #****** The rear brakes needed to be replaced, which we paid for. We were told that the front and rear upper bushings and trailing arms needed to be replaced, and parts are on order.
  When we picked up vehicle, it sounded completely different. We brought it back first thing next morning July 7th. We were told there was a small pinhole in exhaust, which was NOT there when we brought it in to the dealership on the 6th. We were told it sounds worse than it is, it’s only a quick fix, and it’ll be fixed when warranty work done. The exhaust system was inspected and checked good as you can see on the attached forms. The next day, going out of town on vacay, exhaust came apart, and had to turn around. Brought it in when they opened on Mon. July 10.
  When called, they said it wasn’t on warranty. Would cost us over $700 to fix. And offered a 15% discount.
  They will not own up to the fact that somehow a hole got in our exhaust in the shop.
  We asked them to do a temporary fix today as we have to have a vehicle.
  Picked up the vehicle, within the first 200ft, the exhaust came apart again.
  They should admit responsibility and fix our exhaust at no charge or refund us for money spent to fix it. And a refund for the service inspection that said our exhaust was fine.
  We have to get this fixed asap. We are going to get another garage to fix it as we only have 1 vehicle.

  Business Response

  Date: 11/07/2023

  We
  appreciate you bringing this matter to our attention. We are currently in
  communication with the customer and our dealership and are working towards a
  resolution. 

• Initial Complaint

  Date:05/07/2023

  Type:Product 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.

  Hello all, I have a complaint about ******** *****. In September I picked up a brand new ***** ram 5500 service truck. It is currently in for work for what should be warranty work. Actually more so for criminal negligence as from the factory the forgot my outter brake pads on the rear. Now I've gone through everything even has to lining up transport for the vehicle to the dealership and than knowing the problem and what parts to order to have. Now my truck has been sitting at the dealership in St. John's newfoundland while the service department is arguing with the engineering department about weather it's warranty or not. I've called fca, roadside and this dealership for the last 4 weeks and im getting nowhere. This is a major safety concern as to am I the only one that had their brakes missed or should this be a recall on all the ***** 4500/5500 heavy duty trucks. I'm at a loss and I'm trying to remain patient but to me this is not good enough.
  
  This truck is a brand new 2022 ***** 5500 service truck. There is only 15000 kms. Serial number is ********. Purchased in September for nearly 300k.
  
  Came from the factory line missing the outter brake pads on the rear which is causing the calipers to extend beyond there point leaking oil and cutting into the rotors. Major safety concern as far as I'm concerned and no one is seeming to do anything about it.

  Business Response

  Date: 06/07/2023

  We appreciate you bringing this matter to our attention. FCA Canada has been in contact with the dealership and the customer . There is no hesitancy on FCA's part to comply with the provisions of the warranty; however, as noted in the warranty information booklet, coverage applies to factory defects only. Damage or failures attributed to any other source are customer's responsibility. FCA's technical department and the warranty specialists determined that the damage to the brakes was not caused by a manufacturer defect and repairs are not covered under the warranty

  Customer Answer

  Date: 07/07/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: it's unacceptable. The truck is 6 months old. ***** canada lefy off the outter brake pads cause so much damage to the braking system on my new truck. After many phone calls and being told it was covered under warranty i had to ship the truck to a dealership. Which i informed the dealership to have the oem parts in stock so my truck would not be down. But dealership never ordered parts and kept my truck down for longer than it needed to be. The truck is brand new and ***** forgot parts from FACTORY causing extensive damage to my truck. Brakes being forgotten is criminal negligence.
  
  
  
  Sincerely,
  
  
  
  *********** *****

  Business Response

  Date: 11/07/2023

  We appreciate you bringing this matter to our attention again. We have contacted our customer to reiterate our position. The concern was reviewed with FCA's technical support department and they found no evidence of a manufacturer defect. However they found that the vehicle had previous brake repairs that were done improperly, with incorrect parts and not at an FCA dealership.   While we regret we could not provide a more favorable reply, we hope our customer can appreciate our position. 

  Customer Answer

  Date: 12/07/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  You put my life at risk right feom factory, you left off the outter brake pads causing all the damage to my truck. Your FCA PARTS are not readily available and your warranty process from a remote location is nonsense and none of your facilities around here are equipped for heavy duty trucks. I had a certified mechanical business look at it and can confirm that the pads were missing. Hence why I called the dealership in st johns to make a appointment. To be told after the work was done that it wouldn't be covered. I have the BBB involved along with transport Canada. Their needs to be a recall on this so someone don't die. But of course you people don't care as long as you get your money. I hope you all have the worse miserable day possible and you'll be hearing from my attorneys soon.
   Sincerely,
  
  
  
  *********** *****

• Initial Complaint

  Date:04/07/2023

  Type:Product 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 bought a **** ***** ******** *** ****** ******* in November, 2022. Since February, my vehicle has been in the dealership for an engine oil leak issue - a vehicle failure due to manufacturing issue.
  The first dealership I went to **** dealership (***** ******** **** ***** in Ottawa, Ontario) didn’t do a good job and made a mistake while fixing it - this was informed to me by next **** dealership I went to (******* ******** **** in Ottawa, Ontario). The ***** ******** **** ***** dealership closed the dealership in April, 2023.
  My car has been sitting in the 2 dealerships for more than 3 months now and I haven’t been able to drive my car (for which I paid more that 100k and still paying a monthly loan payment) as the parts to fix the car hasn’t arrived yet.
  The reason that the car has been sitting is due to the dealership not receiving a part from FCA Canada.
  Meanwhile I am in a old rental vehicle-I appreciate it but this is not the vehicle I paid my money for.
  The ******* dealership is ready to swap my vehicle with an exactly similar vehicle that they have but FCA is not allowing that to happen nor are they allowing the dealership to put me in a similar vehicle for the time being. Every time I call them, the FCA says that the policy is to repair the vehicle and the dealership says that they are waiting for parts to come.
  Meanwhile I am paying for my vehicle but am not even able to drive it.
  
  Is this something that you can help resolve? Please feel free to contact me if you need any more details or information regarding my case.

  Business Response

  Date: 04/07/2023

  We appreciate you bringing this matter to our attention. We are currently in communication with the customer and are reviewing with the dealership and are working towards a resolution. 

• Initial Complaint

  Date:28/06/2023

  Type:Product 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 a new 2022 *** ***** ********* in January of 2023. In late February 2023 a check engine light came on saying there was issues with the DEF (Diesel Exhaust Fluid) System. The truck said I needed to go to dealer withing a certain amount of kilometers or it wouldn't start. The truck has been at the dealer and not repaired as FCA Canada Inc can't find out what is wrong with it. It has been sitting idle and not even being worked on anymore as they don't know what to do. I have asked for a refund and/or replacement but have had no response. I don't know what to do as i can't sell the vehicle as it doesn't run and I only had it for 1.5 months from brand new before this issue started. I have tried contacting FCA Canada's customer help line and they won't respond. I paid $93,000 for this truck and i can't get any resolution. ** ***** ******** *** *** ** ** **** ******* *****

  Business Response

  Date: 28/06/2023

  We appreciate you bringing this matter to our attention. We are currently in communication with the customer and our dealership that is working with our technical support team towards a resolution.  FCA Canada is committed to supporting the efforts of our authorized dealer body to address any confirmed vehicle deficiency. We will continue to honour our warranty obligations; however, we must respectfully decline to grant the request for a buyback. 

  Customer Answer

  Date: 11/07/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: FCA Canada has done little to repair this vehicle.  Since the beginning of May they have worked on the truck once and it continues to sit in the dealership parking lot collecting dust.  FCA Canada has no care for an expedited repair.  Their tech team takes weeks to respond to the dealership and have no idea what is wrong with the vehicle.  It has been there since February 2023 and it is now July! 
  
  
  
  Sincerely,
  
  
  
  ******* *****

• Initial Complaint

  Date:20/06/2023

  Type:Product 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.

  We purchased a 2018 ***** Durango from the dealership. We’ve experienced water accumulation in the tail light since shortly after purchase. We have contacted the dealership multiple times to try to get this problem fixed. They say we are responsible for the cost of replacement and labour. This is an ongoing issue with these vehicles. A recall needs to be done but unfortunately FCA refuses to acknowledge this issue. Owners are forced into paying thousands out of pocket for a replacement which does the exact same thing. Hard working people are getting ripped off by this company. Something needs to be done! This is a serious issue with many safety concerns

  Business Response

  Date: 27/06/2023

  We appreciate you bringing this matter to our attention. We are currently in communication with the dealership and have attempted to contact the customer to review their concerns. 

  Customer Answer

  Date: 28/06/2023

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and spoken to FCA customer service. They are in contact with ***** dealership and service has agreed to replace the taillight under warranty (which it should’ve been in the first place). Once the taillight has been replaced, I will close this complaint. 
  

  
  
  Sincerely,
  
  
  
  ****** *******

• Initial Complaint

  Date:16/06/2023

  Type:Product 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.

  Purchased branch new 2022 ***** *** Rebel GT for $110,000.00 AllRoads ***** in St. Marys Ontario on Nov 3rd, 2022. On Jan 31st, the truck didn't start with the remote. Then when I got it started, the Service Shifter lights came on and then every light on the dash was blinking, then the Check engine light stayed on, it would rev way up and then misfire all the way down. It would not go into gear, once in gear, it was like someone pulled the drive shaft out. Had truck towed to dealer. Dealer completed a soft ware update and returned truck next day.
  On Feb 2nd, I was on my way to work. I got about 6 Km from home and the same thing happened, the lights went on again. The dealer had told me about "Limp mode" so I turned around and came back home losing a days pay. Again sent truck to dealer. Dealer completed another soft ware update again and returned truck to myself.
  On Feb 11th, again, truck would not start. All the lights on the dash came on and all the dash lights came on. It was almost like my battery was drained. It took me about 12 times to get the truck to go. I couldn't get the truck into reverse or out of park. Truck was sent on flatbed to the Dealers. Made complaint to ******** Tech on Feb 11, 2023
  Monday June 5th, when I went to go to work - the Service Shifter lights came on and then every light on the dash was blinking. (I have pictures) I called the dealer and took it over. The dealer advised me that ***** had just issued a bulletin about a 'connector' defect which was replaced and I picked up my truck.
  Thursday June 8, started and again all the lights came on. Called the dealer however when I stopped to get gas restarted, the lights were off including the check engine light.
  June 15th, drove about 5 km the lights again came on. Got to work, shut off the truck, restarted, the lights were off. Truck is now at dealers again.
  I require a resolution. Confirmed fixed truck or replacement. I think I purchased a lemon.

  Business Response

  Date: 16/06/2023

  We appreciate you bringing this matter to our attention. FCA Canada is committed to supporting the efforts of our authorized dealer body to address any confirmed vehicle deficiency. We are currently in communication with our dealership and advised the customer that the dealership is working with our technical support team to repair any identified issues with the vehicle.  We will continue to honour our warranty obligations; however, we must respectfully decline to grant the request for a replacement vehicle. 

  Customer Answer

  Date: 16/06/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: My vehicle has been back to the dealer several times for the same issue with no resolution.  Dealer had advised us to call ******** to launch a complaint which this is what I've done twice.  The first time I received a response from Chrysler, it was like there is nothing they can do for me which ridiculous.  I do not feel I'm getting resolution and feel the truck is not safe to drive at this point.  This is a brand new truck and I should not encounter issues such as this.  What will happen if I'm up North and the lights go on and I can't drive it.  I have no cell service and I would be miles away from a garage let alone a ***** dealer.  I require resolution.  I have missed several days of work or lateness where I have lost income.  I need assistance if getting this truck in satisfactory working order.  This back and forth with ******** saying the dealer and the Dealer is saying Chrysler.
  
  
  
  Sincerely,
  
  
  
  ****** *******

  Business Response

  Date: 16/06/2023

  We appreciate you bringing this matter to our attention again.  We have attempted to contact the customer to advise 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. The dealership has access to technical support from FCA Canada. The dealership is currently working with our technical support team to identify and repair any vehicle deficiencies. 

  Customer Answer

  Date: 19/06/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I do not feel that I am being appreciated as a customer.  There is an obvious problem with this truck and I feel like a ping pong ball.  The Dealer says call ******** and ******** says to call the dealer.  What about me the customer?  I have missed work due to having issues with this truck and I can't be running to the Dealer every week or so to have something technical reset.  I don't even know if the truck is safe to drive.   Having all the lights on the dash come on and the power drain is not right.  This whole thing has been an inconvenience to me not to mention stress on my health.  There is definitely something wrong with this truck  Again I am very disappointed in Dodge/******** as this is a $110,000 new truck and I've purchased 5 new ***** products in the last 10 years.  I've only had the truck 7 months and its been back to the dealer at least 5-6 different times for the same issue.   ******** has to do something for me.  I'm looking for some guarantee that its going to be fixed.  Can ******** confirm that it will be and if not, what are they going to do about it.
  
  
  
  Sincerely,
  
  
  
  ****** *******

• Initial Complaint

  Date:23/05/2023

  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.

  We have purchased a 2021 ******** Pacifica Mini Van from Marine ******** ***** **** *** in Vancouver, BC.
  
  Within less than two years of purchase, the car has broken down in the middle of a highway twice with exact the same environmental conditions and same cause - Lost communication with hybrid powertrain control module.
  
  First time it was in Seattle, WA. the dealer in Seattle performed a computer reset to the car as they could not find out what caused the breakdown. We accepted the diagnoses and took the car. Then 10 months later the exact same problem happened again. This time we towed the car to Marine ******** ***** **** *** in Vancouver (where we purchased the car less than 2 years ago). The dealer did exact the same process (computer reset again) as last time and told us it's good to go. We do not think this is acceptable as same diagnosed and computer rest performed last time did not prevent the car from broken down again with the same cause. We request the dealer to replace the Hybrid Powertrain control module.
  
  The service manager at Marine ******** refused to talk to us and told us to contact ******** Canada ourselves.
  
  We do not have any confidence driving the car on the road with only computer rest as we know the problem is not fixed and the car will break down again just don't know when.
  
  We would like ******** to contact us immediately and replace the current Hybrid power train control module as we believe it is defective.

  Business Response

  Date: 24/05/2023

  We appreciate you bringing this matter to our attention. Our customer has been contacted and notified that there is no hesitancy on FCA's part to comply with the provisions of your warranty in case of an identified defect however no repairs can be performed if no defect was identified.
  We have contacted the dealership and they determined after inspecting the vehicle and clearing the codes that the concern was no longer present on the vehicle and no defects were found. They also performed extensive test drives and the issue didn’t reoccur.
  We realize that service of an intermittent condition can become frustrating to both the vehicle owner and the servicing dealer. It is often difficult to reproduce an intermittent condition in order to pursue an investigation. We recommend that the vehicle be brought to the dealer at the time the symptoms described are occurring and can subsequently be assessed.

  Customer Answer

  Date: 25/05/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: the computer rest of the code is only to clear the error message without fixing. The facet that the same procedure was performed 10 months ago and the broke down again in 10 months with exact same error already proofs the computer reset does not solve the problem. It does not make sense to follow the same procedure when you know it will fail again at some point. They did not check if the Hybrid Powertrain Control Module is defective at all because the advisor at the dealer told us the unit is sealed and they could not check. So we request the unit to be replaced. 
  

  FCA Canada customer service prep called me and I have already expressed my concern about the safety of the car and the fact it has already broken Dow twice in less than 2 years with the same error, and the only thing they did was to reset/clear the code showed us that the car will break down again with the same problem. 
  

  we request to replace the Hybrid Powertrain Control Module to be on the safe side. 
  
  
  
  Sincerely,
  
  
  
  ***** **

  Business Response

  Date: 30/05/2023

  We appreciate you bringing this matter to our attention again. We have been in contact with our dealership that informed us that the vehicle is back at the dealership and they are currently in communication with our technical support team. We have contacted the customer and advised that FCA technical support is working with the dealership  to find and repair any vehicle deficiency as per FCA specifications.

  Customer Answer

  Date: 31/05/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: the vehicle was broken down on our way home from the dealership right after we picked it up where both FCA and the dealership insisted the vehicle was fixed and good to go. 
  

  They did not fix the vehicle at all and it is not safe on the road at all. 
  

  The fact that the dealership released an unsafe car to drive on the road and broken down 20 minutes later is not acceptable. 
  
  
  
  Sincerely,
  
  
  
  ***** **

  Business Response

  Date: 07/06/2023

  We appreciate you bringing this matter to our attention again. We have contacted the customer and advised that the dealership is working with our technical support team to resolve the concern. However they need to duplicate the concern in order to repair it.  It is often difficult to reproduce an intermittent condition in order to pursue an investigation. We recommended to the customer to test drive the vehicle with the technician and show them when the concern occurs. 

  Customer Answer

  Date: 08/06/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  after talking to the customer care lady, we have contacted the dealer and the service advisor has informed us that they are still in contact with FCA technical support team and sending the mom reports and waiting for responses from the technical support team. The dealership did not mention anything about duplicating the error. 
  

  We are getting mix messages and don’t know what to do. Our family has been out of the major commute vehicle for almost a month. 

  We need this car to be fixed or if they can’t, we want FCA to buy back the car. It is not safe to drive on the road. 
  
  
  
  Sincerely,
  
  
  
  ***** **

  Business Response

  Date: 16/06/2023

  We appreciate you bringing this matter to our attention again. We have contacted the dealership and the service manager indicated that they are working with our technical support team. They haven't been able to duplicate the concern yet, however they continue to perform tests and are working to identify the concern. 

  Customer Answer

  Date: 20/06/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  Complaint: ********
  
  I am rejecting this response because:we have completely lost confidence in the safety and reliability of the vehicle.
  

  The breakdowns have not only disrupted our daily routines but have also posed potential safety risks for my family. 

  We understand so far the dealership along with FCA technical support team have not been able to fix the car for over a month, so we have sent a formal request to the Marine ******** dealership to buy back the car on June 12. To this day, we have not received any response regarding the buy back process yet.

  If necessary, we are prepared to explore further avenues to seek a resolution including legal actions. 
  
  Sincerely,
  
  Molly Lu

  
  
  
  
  Sincerely,
  
  
  
  ***** **

  Business Response

  Date: 27/06/2023

  We appreciate you bringing this matter to our attention again. We have contacted our dealership and the service manager advised that they were not able to duplicate the issues and no repairs can be done because no defect has been identified. We have advised the customer that FCA will continue to honour the warranty obligations in case of an identified defect; however, FCA and the dealership must respectfully decline to grant their request for a buyback

• Initial Complaint

  Date:17/05/2023

  Type:Product 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.

  The problem that I have had is regarding the decision-making process for FCA in relation to my **** 2021 ********. The case number is ********. I have been dealing with defects in both front leather seats since purchasing the vehicle in January 2021. The driver's side seat has been replaced twice, but it continues to have defects in the leather, to the point of the material sliding away from it's correct position. This has impacted the functioning of the heated seat feature. There is also a defect in the back leather of the seat that FCA continues to deny. I have spoken to FCA multiple times over the last couple of months and continue to receive different information. I was asked by Connor to tell the dealership to submit a claim for the entire two front seats. When I called FCA back I was told that he did not write this suggestion in the notes; therefore, it was dismissed. The dealership did submit this claim and it was denied; however, when I called FCA they were unable to state why it was denied when the first two claims were approved and replaced, albeit incorrectly. I am now left with two front seats that are defective. There are limited options available to me as a customer since FCA will not look further into the issue and work directly with the dealership. I would like to appeal FCA's decision and have them properly address the issues at hand.

  Business Response

  Date: 23/05/2023

  We appreciate you bringing this matter to our attention.  The customer has been advised that there is no hesitancy on FCA's part to comply with the provisions of your warranty; however, as noted in the warranty information booklet, coverage applies to factory defects only. Damage or failures attributed to any other source and outside influences are customer's responsibility. 

  Customer Answer

  Date: 24/05/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because the information that FCA is providing is incorrect.  FCA is inappropriately blaming the dealership for their failure to fix the existing issue with the defect in the leather. I also do not feel that FCA is comprehending what the issue is.

  To directly state it again, the issue is that both the driver's side and passenger side leather seats have defects where the leather began ripping at the seams a month or two after I purchased this vehicle brand new.  The driver's side seat was replaced two times and this same issue continues to occur. In addition to this, the new leather is not fitting on the seat properly causing the foam underneath to move and affect the heated seats. The passenger side seat is doing the same thing currently.  It appears that at this time, the entirety of both seats must be replaced.  This solution was also endorsed by the dealership. 

  ******, from FCA customer service, left me a voicemail yesterday afternoon stating that the service manager from Yellowknife Chrysler told them that "the current concern is not a manufacturer's defect. This was determined by the dealership."  The service manager, ***, and dealership manager, **** Wright, have both told me that this is in fact a manufacturer's defect.  I do not appreciate that FCA is inappropriately and inaccurately placing the blame on the dealership and conveying untrue information to myself as a customer. I understand that FCA relies on the dealership to complete a diagnosis; however, there appears to be a breakdown in communication that is occurring seeing as FCA and the dealership both have conveyed different information to myself as a customer. 

  
  Sincerely,
  
  
  
  ******** *******

  Business Response

  Date: 30/05/2023

  We appreciate you bringing this matter to our attention again. We have advised the customer that we don't provide technical assessments and we rely on the dealership diagnosis. If the dealership requires further review they can contact the FCA specialists and the technical assistance department for review. We have contacted the dealership and the service manager indicated that they contacted the customer and they will book another appointment to perform a new diagnosis of the seats. 

• Initial Complaint

  Date:27/04/2023

  Type:Customer Service 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 moved from Calgary To Lake Newell Resort two years ago. I have been with the same ******** dealership Calgary since 1998 no problems.
  I purchased extended warranty on my 2018 Dodge Challenger Hellcat at purchase. ****** ******** in Brooks Alberta refused to submit a paint warranty claim. I went back to my dealership in Calgary and they submitted warranty claim as it met all criteria. Courtesy ******** informed me they just take pictures and submit warranty to ******** Canada who decides.
  I brought my 2021 Challenger SXT into ****** ******** to inspect one of four rims paint peeling. They would not look at it. My sales lady Theresa stated I would probably get better service if I purchased a vehicle. I purchased a 2023 Jeep Wrangler and purchased extended warranty. Theresa and the service department at ****** ******** stated to me that FCA Canada Inc. (******** Canada) instructed ****** ******** not to inspect for warranty repairs during a service and avoid processing warranty claims where-ever possible.
  The last facility I managed was Great West Kenworth Trucks. A part requiring a warranty replacement is a defective part. ****** ******** is ignoring defective parts during servicing my vehicles so not to submit a warranty claim to FCA. I want an answer why they sold me extended warranty on the new Jeep I just purchased from ****** ******** if ****** ******** has No intension on following through with any warranty repairs or finding them? This is bloody fraud and ****** ******** will end up hurting or killing somebody trading safety for profit! FCA Canada will do nothing for me claim#******** as ****** ******** is an independent dealership and now willing to look at the peeling paint on my rim. They stated ****** ******** are the ones who refused the warranty of the $2,300.00 hood on the Hellcat. Warranty Fraud is happening here and servicing the Transportation industry with products and service I will not stand by and watch this gross process of fraud transpire!

  Business Response

  Date: 27/04/2023

  We appreciate you bringing this matter to our attention. The customer has been contacted and notified that there is no hesitancy on FCA's part to comply with the provisions of the warranty; however, as noted in the warranty information booklet, coverage applies to factory defects only. Damage or failures attributed to any other source are customer's responsibility. FCA Canada did not instruct any FCA dealers to deny or avoid warranty repairs.  This dealership was contacted and they indicated that they inspected the hood and they determined that the damage was not caused by a manufacturer defect and the repairs weren't warrantable.  The customer will have to return to the dealership to have the rims inspected to determine if the damage is due to a manufacturer defect or not. The customer  also has the option to visit another FCA dealership for a second opinion if not satisfied with the diagnosis from this dealership. 

  Business Response

  Date: 16/05/2023

  We appreciate you bringing this matter to our attention again. We have contacted the customer again and advised that we will document his complaint against the dealership for internal review. We must stress that dealers who sell and service FCA products are individual business entities.
  Although, FCA Canada dealers are independently owned and operated, dealers do sell, and service our products; hence they represent FCA Canada as the manufacturer. Please understand that although we might not be in a position of authority to force the dealership to provide service if they refuse, we can certainly note the comments in our customer contact files. 
  We have also advised the customer that  FCA warranty is valid at any FCA dealership and can go to another FCA dealership for  warranty repairs. 

  Customer Answer

  Date: 17/05/2023

  
  
  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,
  
  
  
  ***** *****