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:08/11/2022

  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.

  In July of 2021 I had to have my 2012 fiat 500 repaired for gear shifter breakdown. Repair was carried forth by an independent repair shop of my choosing.
  Early in 2022 I received notice from FCA ( Fiat Chrysler Automobile) that a recall was issued for shifter cable repairs. Recall was initially issued in 2019, as I came to learn after contacting FCA in regards as to whether the repairs conducted independently in July 2021 fell within the scope of the recall and ultimately if there could be any recovery of costs paid.
  They claim that, as there were plenty of parts available to carry out the recall repair, because I had the vehicle repaired outside of FCA circle I would not be entitled to any refund.
  I take issue with their judgement having received the first and only recall notice regarding my specific situation well after I repaired the vehicle. Had I been aware of the recall I certainly would have had it repaired by an FCA dealership.
  I find their handling of my circumstances to be nothing more than an arrogant stance of sweeping their responsibilities under the carpet. I don’t thing a consumer shoulder be burdened with having to verify, independently, whether outstanding recalls exit before having their vehicles serviced or repaired.
  I patiently await your response.

  Business Response

  Date: 09/11/2022

  We appreciate you bringing this matter to our attention.  We have contacted our customer and advised that like most other manufacturers of consumer products,  FCA requires that recalls services be performed by a factory-authorized service facility. Our intent is not to complicate matters, but to protect the customer, as well as us, from unnecessary or improper repairs. This also allows us to monitor repairs and provides the opportunity to have the vehicle inspected prior to service being performed. FCA Canada is not able to reimburse repairs that were completed at an independent facility after a recall has been issued.  We have also advised that it is every customer's responsibility to contact FCA Canada at the time of purchase of a vehicle to ensure that their information is added to our records in order to notify the customer of any outstanding recalls on the vehicle. 

• Initial Complaint

  Date:07/11/2022

  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.

  Brand new 21 ******** ***** ******* SXT with straight-line wander. FCA dropped my multiple cases due to no fix being available for the ESP in my new ******** ***** ******* SXT. April 2021, I test drove a 21 ******** ******* SXT, I felt a right pull and expressed my concern. ***** ****, at ********** *****, assured me there was nothing wrong and if there was, they would take care of it, I declined the sale. He quickly offered to have the alignment done, and I accepted with an appointment made for 04/26/21 9:55am, first alignment (551kms). Deal signed 04/16/21. It has been 18 months with 5 dealership shops, approximately 12 alignments, 1 rack and pinion, gear box replacement, front struts were ground out by someone, no one will admit it, those got replaced. Many other warranty fixes along the way too. Each shop would belive they fixed the wandering issue and not want to continue regardless of proof I had. (7private mechanics tried to help). As of 11/1/2022 FCA informed me they would no longer offer good will for working on my wandering Van. There is no fix for this issue I was told. Due to the extreme amount of shop visits and known left and right wandering issue, my insurance company cannot guarantee I will be covered if the EPS fails, my previous insurance company flagged me and said they would not insure this van. I have waited 18 months to get this issue fixed so I could drive home to Vancouver Island and visit my family, only to be told there is no fix. I followed all directions FCA instructed me to do, even when it cost out of pocket for a diagnosis their dealership shops wouldn't consider. I was told I would receive compensation when a diagnosis was found. Then they dropped me and said they wouod not reimburse me for any costs I have incurred. * **** ***** *** *** ***** *** ** ****** ** ***** * ***** ***** **** ****** * ******* **** * ******* **** **** *** **** * ********* **********

  Business Response

  Date: 09/11/2022

  We appreciate you bringing this matter to our attention.  Our customer has been contacted and notified 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 have also contacted our last servicing FCA dealer and they indicated that they performed inspection, test drive and they have been in contact with our technical support team. However they were not able to find any issues at the customer's last visit.  The customer may return to an FCA dealer and authorize a new test drive. 
  We will continue to honour our warranty obligations; however, we must respectfully decline to grant the request for a refund or to replace the vehicle. 

  Customer Answer

  Date: 09/11/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I have been trying to get an FCA authorized mechanic to go on the extended drive with me since I've noticed it only happens on straight, flat, nice roads when warmed up, this past spring. Never on short, traffic lined, hilled and curved drives. Unfortunately, they do not understand the need for this to duplicate the wander. I've noticed the kms in and out on the work orders and there was never enough of a straight-line to duplicate the wander. I have paid private shops to drive with me and they confirmed the straight-line wander and suspect the EPS.  FCA has been involved since July, 68 calls including the one today. She said they cannot request an FCA shop do this drive, I can request it, but if they find the vehicle is running as it should I would have to pay for the shop fees.  Now the roads are snow covered and it's cold outside. The wander happens on warm to hot days 80-100kms/hr. I am not comfortable trying the straight-line drive now and my insurance is not guaranteed if EPS fails due to this known issue. 

  Last week, FCA told me they would not cover this complaint anymore and closed my 8th or 9th case. Today she told me to find another shop willing to go on the extended drive needed. I've gone to 6. None have done this. Checked the kms in and out.

  Stellantis says its up to the local FCA, FCA says its up to the FCA authorized shops and the shops say they can't do anything without FCA's approval. 
  After 12 alignments, steering rack and pinion gear and struts being replaced, too many shop visits to count, I feel the manufacturer of this vehicle needs to step up and read all the documents I sent in. This vehicle has been confirmed to pull in the work orders. By multiple FCA shops. None have been able to fix this issue no matter what they try.
  
  Sincerely,
  
  
  
  ******* ****** ******

  Business Response

  Date: 11/11/2022

  We appreciate you bringing this matter to our attention again. We have advised the customer that FCA will not hesitate to honor the warranty in case of an identified defect. However if the dealership is not able to identify any defects they will have to charge for diagnosis. We have advised the customer that they have the option to go to any FCA dealership whenever the weather permits and request an extended test drive to show the dealership when the concern happens and when the weather allows.  In case of an identified defect our technical support will provide instructions to the dealership to perform repairs as per FCA standards. 

  Customer Answer

  Date: 14/11/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response, unless FCA can extend my warranty till the weather is better suited and safer to test the EPS and DST. I will also need to find another authorized FCA shop willing to do the extended straight-line drive. This is proving difficult due to FCA having no influence with the dealerships to persuade them to take the necessary straight-line drive. Ive been told numerous times they only supply the vehicles. Technical assistance was called, more than once. They told the last dealership nothing was found on the flight recorder. Case is closed. See email from Big 4.

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

• Initial Complaint

  Date:01/11/2022

  Type:Customer Service 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.

  Hi,
  
  I recently leased a 2022 **** ******** which is manufactured by FCA Canada Inc. I have a window sticker for my car's vin number which was available on ******* which is the website used by FCA Canada Inc. to advertise their cars for the **** brand. On this window sticker under the manufacturer's warranty, it clearly states that this particular vin number is eligible for maintenance for 36 months/unlimited mileage which includes oil changes and tire rotations. Once I reached out to gather more information on how I can access these services which are stated on the window sticker, I was told by FCA Canada Inc. that my vehicle is not eligible for the maintenance plan stated on the window sticker. After opening a case with FCA Canada Inc., I waited numerous weeks to get more information on this but the end result was that they denied that the vehicle is eligible. It is clearly stated on the window sticker that has the vin number that the vehicle is eligible and therefore FCA Canada Inc. is involved in false advertising as they advertise one thing but they do not honour the same to their customers. When I raised the question of why this was advertised on the window sticker if the particular vehicle was not eligible, FCA Canada Inc. did not have any response to my queries. Management any been extremely irresponsive and no one is willing to take ownership of what was advertised on the window sticker. I need this maintenance plan to be added to my vehicle as that is what I relied on to make the purchase of this vehicle. FCA Canada Inc. cannot simply choose to refuse the warranty that they advertise on their website as they feel like. I will be taking FCA Canada Inc. to court if this is not resolved and I will file a claim against FCA Canada Inc. for false advertising.

  Business Response

  Date: 04/11/2022

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

  Customer Answer

  Date: 08/11/2022

  
  
  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,
  
  
  
  ******* *****

• Initial Complaint

  Date:18/10/2022

  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.

  On June 25, 2022, the rear window on my new *** **** Classic shattered upon shutting the back door. I have 4 people who will testify that the above occurred at my home. In my opinion, this was a clear defect and should be covered by the warranty. I brought truck into ******** ******** in Calgary, they repaired the glass but said it was not covered by warranty. I paid the bill and sent a letter to FCA on July 4th stating the above and requesting payment of the invoice (attached). They responded on Sept 28th (attached) refusing to cover it. Your help in resolving this would be most appreciated.
  Robert J. Godfrey

  Business Response

  Date: 24/10/2022

  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; 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. 
  The rear window concern was reviewed with our dealership and the specialists from FCA Canada. They were not able to find any signs of a defect and repairs cannot be covered under warranty. Customer was referred to his insurance company. 
  
  

• Initial Complaint

  Date:14/10/2022

  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.

  2016 **** ******** was experiencing water leakage into backseat and airbag light on Aug 10 2021. Took vehicle to the local dealership multiple times (Aug 17 2021) where they charged me for their service but ultimately caused more damage to my vehicle through negligence and mishandling. In Sept 2022 the water damage escalated, back mats were floating, all lights were on in the dash including seatbelt and airbag. Alarms non-stop. Sept 27 returned the vehicle to the dealership and stated that they either needed to return my money or finish fixing the problem. They confirmed that they could fix the issue and held my car for 2 weeks. They notified me after this time that the car was fixed and ready for pickup. When I arrived at the dealership the car was soaking wet inside, all alarms were on, and there had been no change. They stated it was a mistake and that I should leave the car with them to fix again. It stayed with them until December when I demanded it be returned. When I picked it up the damage to my car was significantly worse and they refused to complete repairs. The car has since been assessed as having approx 10,000$ worth of damage and due to the airbag damage is not safe to drive. The car has been written off by insurance assessor, but does not wualify for insurance coverage as it is water damage from a known ******** issue - disconnected sun roof drain. This issue was a settled class action lawsuit in the states but has not resulted in a recall up here. I have also conencted with FCA to report a clain. They refuse to follow up my issue, and will not connect me with a manager to help navigate this issue. The issue here is two-fold: ******** knowingly has allowed these damages to continue, and 2 the dealership was negligent in their claims to be able to repair my vehicle, have taken my money, refused to repay me, and have left me with a vehicle that cannot be driven or repaired as the parts are not available.

  Business Response

  Date: 24/10/2022

  We appreciate you bringing this matter to our attention. Our customer has been contacted and notified that within the 3 year or 60,000km (whichever occurs first) basic warranty, FCA Canada will not hesitate to assume water leaks concerns 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 has expired by time and mileage and FCA is not able to cover the repairs.  Customer was advised that every recall is VIN specific and their vehicle is not affected by any recalls.   Also the vehicle has been written off and FCA does not provide any coverage on vehicles that were written off. Customer was also advised that any workmanship concerns will have to be reviewed with the dealership directly  and every FCA dealership is independently owned and operated. Customer was advised that the dealership has been contacted and FCA can provide technical assistance to the dealership in order to repair any issues with the vehicle, however the cost of the repairs is the customer's responsibility. 

  Customer Answer

  Date: 26/10/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  1. While this type of water damage is not a recall in Canada, it is a well known issue and a settled multi-person lawsuit in the states. ******** has obviously decided to brush this type of damage under the table through settlement rather than recall, and undoubtedly there are many vehicles in Canada facing similar damage to those in the states. “We do not have a recall for this concern” is not a reason to ignore that this is a significant problem and act accordingly to remedy the damage. 
  2. FCA represents ******** dealerships in Ontario. If they are concerned that this is a dealership issue, then they have a role in supporting the dealership in making this right. 
  3. This is not an insurance issue. This is a ******** creation, maintenance, and repair issue. ******** is responsible for faulty parts that terminate the usefulness of a vehicle. Insurance is responsible for damages due to unforseen  accidents. As this type of drain and water damage is not caused by environmental factors and instead by the negligence of both ******** designers, manufacturers and dealerships, the insurance company is not responsible for losses. However, as ******** has created and escalated the damage in my vehicle, it continues to remain that FCA and the Chrsyler dealership should be responsible for all damages and loss of the vehicle.

  As a final note, I continue to be disgusted by the customer support available through FCA. They are so determined to ensure that their responsibility for any issue is zero that they are useless to speak with. There is no negotiation or understanding that their responsibility lies beyond simple recalls and warranty issues. ** ** ** **** **** *** *** **** **** **** ***** ** ****** * ******** **** *** *** ******** ****** **** ** **** ****** **** *** ******* *********** ******* ** *** ********* ******

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

  Business Response

  Date: 26/10/2022

  We appreciate you bringing this matter to our attention again. We have advised the customer that FCA Canada is not able to provide coverage on repairs that are outside of the factory warranty and on a vehicle that has been written off. , However, we can provide technical support to our dealership and ensure that the vehicle is repaired as per FCA specifications.
  While we regret we could not provide a more favorable reply, we hope our customer can appreciate our position.

• Initial Complaint

  Date:11/10/2022

  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.

  In June of 2022 I bought a Jeep from *** **** ********. October 4th, I left Labrador City to drive to a friends wedding. In the early hours of October 5th, I broke down (about 2:30 a.m.). I was stranded
  for EIGHTEEN HOURS with no help from roadside assistance or the authorities. I had to pay for a $400 cab to get to the nearest town because nobody else would come help me. Nobody would go get my Jeep for two days. It was left on the side of the highway with the keys in it because that’s what they told me to do. I am a young female, being stranded on a highway hundreds of kilometres from cell service or a safe place to rest my head; this could have been very dangerous.

  Business Response

  Date: 12/10/2022

  We appreciate you bringing this matter to our attention. We are sorry to hear about this situation. We have contacted the customer and advised that as per the warranty coverage if Roadside Assistance towing is not available the customer has the option to contact a different towing company and then submit the invoice for reimbursement to Roadside Assistance. We have also advised the customer about the trip and travel coverage under her service contract and provided instructions to submit the invoices to Roadside Assistance.

• Initial Complaint

  Date:11/10/2022

  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 have **** ******** 2021, bought in Feb 2022, brand new with extended warranty.
  The car broke down while I was on highway 17, they towed the vehicle into the dealership in ******, on Monday Oct 3 2022. Tuesday Oct 4, I asked the dealership to provide a vehicle for me since it’s covered by my warranty. They said no they should check the vehicle first and the earliest they can check it is Wednesday. I contacted FCA Canada customer care and I told them the dealership is not providing me a vehicle until Wednesday, when they see what’s wrong with the vehicle, they said they will cover my rental - if I pay myself- $60 a day. Wednesday, I got a text saying it’s fixed and they will charge for the repair. They said since they did not replace a part, warranty is not covering it. Wednesday the dealership called me to say they submitted the claim for warranty on Wednesday Oct 5 and is waiting waiting until Thursday Oct 6, for an answer. I called FCA again Thursday Oct 6, they said case manager was busy and will call me back, I did not get a call back. So today, Friday Oct 7th, I called FCA again, waited an hour and a half until the case manager (Mackenzie) talked to me, she said I’m giving them a hard time, they said there’s no update, because the lady who will make the claim is off until Tuesday. So I said, it doesn’t make sense to not have a vehicle, and not go to work, from Monday Oct 3rd until Tuesday Oct 11th. She then said, they will cover $50 for rental, not $60, (no rental is priced at $50 a day) She then insisted on $50. I again reiterated that my vehicle has extended warranty and covers vehicle rental for when they are fixing my car. I asked her if I can speak to a supervisor who can help me, and where I can make complaints about my case manager. She said no, you can complain to me, which doesn’t make sense, and she then told me I can complain in the website. So I have an extended warranty that doesn’t cover rental and to fix the vehicle as it supposed to.

  Business Response

  Date: 12/10/2022

  We appreciate you bringing this matter to our attention. We have been in communication with the customer and our dealership to resolve the concern.  The dealership confirmed that the repairs have been covered under warranty.  The dealership was not able to provide a rental due to a shortage of rental vehicles in town. We have explained to the customer the rental coverage as per his service contract terms and conditions.  We have also advised the customer that his complaint has been documented and it will be reviewed internally and FCA appreciates his feedback. 

  Customer Answer

  Date: 13/10/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I received a call from the ****** dealership saying that they finished the job, and when I picked up the vehicle I found 4 other issues that was not there when I dropped my vehicle the first time. Since I had to travel for more than 3 hours and take more time off work, I just decided to pick it up and drop it off at a different dealership to be fixed. I STILL DO NO NOT HAVE MY VEHICLE UNTIL NOW DUE TO THE EXTRA ISSUES FROM THE ****** **** DEALERSHIP.

  I also received a call from FCA Canada, reiterating why they couldn’t provide the service that was supposed to be given to me under my extended warranty, without a real solution. I’ve asked for the case manager Mackenzie to apologise to me, and I was told that they will review it with their manager and will get back to me. 
  

  Nothing happened.

  
  
  
  Sincerely,
  
  
  
  Mohamed Elmoursi

  Business Response

  Date: 26/10/2022

  We appreciate you bringing this matter to our attention again.  The case manager has contacted the customer to apologize for the experience received and to advise that FCA is committed to repair any issues with the vehicle as per FCA specifications. 

• Initial Complaint

  Date:03/10/2022

  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 new 2022 ***** Challenger ******** ******** for $89000 from White Rock *****. The car has 13000 kms on it and the engine got failed, the dealership said they will put new engine in my car but it will be assembled at dealership workshop. After 2 months dealership is waiting on parts due to which I had to pay payments to bank without operating the vehicle. I said that I do not want my new vehicle get repaired I need replacement but dealership and FCA said warranty does not work like that. So, I stated it has so many manufacturing defects like faulty TPMS sensors, tick tick noise from brakes when reversing the car, the interior leather glue adhesive is not sticking the leather to the panel and much more but still they refused for the replacement and said they will repair. If they repair all of it then what is the point of brand new car as everything will be repaired engine, brake, interior and exterior. I would like to get replacement because that is lemon car and I do not want to drive a repaired car at 13000 kms only.

  Business Response

  Date: 06/10/2022

  We appreciate you bringing this matter to our attention. We are currently in communication with the customer and our dealership and are working to repair all concerns with the vehicle. We have advised the customer that 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 to replace the vehicle, this is not included in FCA's warranty coverage.

  Customer Answer

  Date: 06/10/2022

  
  
  Complaint: 18147051
  
  
  
  I am rejecting this response because:
  If I have bought new car then manufacturer should take care of me if it has more than one problem which means car is a lemon. Also, why should I drive a new car with fixed engine in it and it also have safety issues aswell like TPMS sensor not working as I have fixed them once. Who would be responsible if something happens due to tire pressure. Secondly, the brakes also have problems and the interior is also faulty. However, with so many manufacturing defects manufacture should take this car back and give new in return as i have invested alot of money to drive on road not to get it parked in the workshop as now its almost 3 months.

  
  
  Sincerely,
  
  
  
  Ranveer Singh

  Business Response

  Date: 12/10/2022

  We appreciate you bringing this matter to our attention again. We have contacted our customer to reiterate our position.  FCA Canada will continue to honour our warranty obligations; however, we must respectfully decline to grant the request to replace the vehicle. FCA Canada is currently working with the dealership to ensure that all defects are repaired. 

• Initial Complaint

  Date:19/09/2022

  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.

  April 2022 I took my 2015 *** 1500 truck to Colbourne ******** in Sydney Nova Scotia with an engine problem that other garages could not resolve. I figured ******** trained technicians would have better knowledge and equipment available to solve the issue. Three months they had my vehicle. Each time i enquired about it, it was " waiting for ******** techs in the U.S. to get back to us" or " we didn't get a chance to look at it today " or " still doing tests ". In the meantime I opened a claim with FCA Canada, ******** Customer Care Center. Which started off like they really wanted to help me. I came to find out that Colbourne ******** hardly ever looked at my truck in the 3 months that they had it. They never once contacted the ******** techs and they cracked my windshield. Yet they told me they had 47 hours of work done on my vehicle. The service manager finally confessed when he realized I knew what was going on. FCA told me to take my truck out of there , don't pay any bills and take it to Midway Motors an hour and a half away by tow truck. Out of my pocket. So now they have had it for two months, no further ahead. FCA won't call me back or email me back. And I'm paying for a truck that I can't drive.

  Business Response

  Date: 20/09/2022

  We appreciate you bringing this matter to our attention. We are currently in communication with the customer, our dealership and our technical support team to ensure that the vehicle is repaired.

  Customer Answer

  Date: 20/09/2022

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

  
  
  They have had my vehicle for 6 months telling me they are trying to fix it. One dealership had it for three months and lied to me about troubleshooting it. They hardly looked at it, plus they cracked the windshield. And yes it's still cracked. My case manager never returns my calls or emails. The person I spoke to yesterday at FCA told me there is nothing they can do because it's not under warranty. He didn't care how long it was taking to get fixed nor did he care about customer service. And now you say thanks for bringing it to your attention ? The only reason you called is because I complained to BBB. I've been calling and emailing my case manager regularly to no avail. There needs to be a better resolution than you will ensure that the vehicle is repaired. When will it be repaired. Who's paying for your it? I'm paying for a vehicle I can't drive because you people can't fix it and lied to me about fixing it. If you can't fix a vehicle that you made in 6 months, than there's an issue with your service. 
  
  Sincerely,
  
  
  
  ****** *****

  Business Response

  Date: 26/09/2022

  We appreciate you bringing this matter to our attention again . We are sorry about the concerns experienced with the vehicle. We have contacted our customer to reiterate that FCA's technical support department has been in contact with the dealership to ensure that they receive instructions to repair the vehicle as per FCA specifications. The customer was also advised that FCA the warranty on the vehicle has expired and any repair charges are the responsibility of the vehicle owner.

  Customer Answer

  Date: 28/09/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  I understand the warranty has expired. However if your idea of customer support is allowing your dealership to mislead a customer for three months saying they were trying to repair the vehicle, when they barely looked  at it, then you have the worst customer support in the country. So please explain  to me exactly what the techs are doing that couldn't have been done 6 months ago before I complained to BBB. So no I do not accept the warranty expired explanation. There needs to be some sort of financial compensation for the repair and for your lack of service and professionalism.  If not, then I will look at other options at my disposal.  I would like this issue escalated to a supervisory level. 
  
  Sincerely,
  
  
  
  ****** *****

• Initial Complaint

  Date:19/09/2022

  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 paid for the extended gold coverage on my warranty so that I would have a rental car during issues. The dealership told me to find my own car and they would pay for it because the one rental location they use has no vehicles. This is unacceptable! If this is standard I demand a refund in addition to my truck being fixed. If that rental location has no vehicles, CALL ANOTHER ONE! I am in the middle of a move and needed reliability now more than ever! My partner is pregnant! She needs her car, meanwhile I'm stuck taking it from her so I can move items as if I had a truck bed for transport. I demand that someone contact me immediately and contact downtown ******** to resolve this issue otherwise I must report it to the better business bureau. I have no time to play around with poor customer service and lies. That extended warranty I paid for is an agreement between myself and ******** RAM and a promise from RAM.

  Business Response

  Date: 20/09/2022

  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.

  Customer Answer

  Date: 21/09/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because, I am waiting on a resolution. Yesterday, FCA associate said they would discuss with their manager after explaining my situation. I am still waiting for a call back.
  
  
  
  Sincerely,
  
  
  
  ******* ***

  Business Response

  Date: 28/09/2022

  We appreciate you bringing this matter to our attention again. We have contacted our customer  to advise that the vehicle has been repaired under FCA warranty and as per FCA specifications. 
  We have also advised the customer that the dealership was not able to provide a rental due to a shortage of rental vehicles in town that was out of FCA's control. If customer had found a rental on his own the dealership would have reimbursed him the rental fees under his FCA's service contract terms and conditions, however the customer was not able to find a rental. In exchange FCA offered 2 free oil changes to the customer for the inconvenience. 

  Customer Answer

  Date: 29/09/2022

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

  The rental car system was not out of their control. I was on the bus and I passed an ********** rental car which was the rental car company that they use and it had dozens of vehicles. I have a baby, a new house renovations and work to contend with. I am not going to make it my job to call around to find a car. When I agreed to the terms of the warranty purchase for over $4,000, It was because I knew I had rental coverage. A detail. They are not mentioning here is that they only want to use ******** vehicles for the rental. They also get a special rate with ********** rental car. So if I were to find my own rental there would surely be a difference, a balance. This would be unfair. The dealership also only deals with one rental car location. Where in the warranty does it say that the customer should be calling around town to use their own warranty on rates that are full price? This warranty at FCA has fallen short and two simple oil changes and a non-disclosure agreement to not speak about this in public that I have to sign is unacceptable. For the trouble I had to go to just to be spoken to with respect and be given the appropriate services, that I paid for. Mind you, two oil changes and an NDA is not enough. Not only for the cost of the rental but for my time and trouble having to deal with the situation. If an oil change is the best solution then it should be a pack of 10. When I brought this up they were unwilling because clearly as a customer I do not matter. My time and my hard earned money that I spent on this warranty does not matter. I'm only worth two oil changes. I do not feel respected by FCA, and this makes their offer insulting and unacceptable at this time. 

   

   

   

   

   

   

   

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