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:01/11/2024

  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.

  After reading these reviews together with many negative reviews about the particular service department of the ******** dealership Ive been dealing with, Im wondering why anyone would buy *** *******, dodge, Jeep product.I too have had a dreadful experience with the dealership and ***. No response to my messages left for my case worker since mid to the end of September, its now November 01. Two calls placed this week have gone unanswered and I was informed I had a new more senior case worker. My problem is with what I describe as spongy brakes, depress almost to the floor unless pumped. Diagnosed as new master cylinder needed. Replaced. Did not fix the problem then told master cylinder may be defective , a new one put in, still not fixed. Then told possibly a hydraulic pump?..no guarantee..another $1200.00 which I declined to spend without a guarantee to the solution. Then I contacted the ***..no returned calls to my many messages. Ive been told by others that the car is dangerous to drive..I have no other means of transportation and I along with my son and 17 year old grandson rely on this car. It is a 2010 dodge journey. Im told by others they no longer make parts for it. This year alone Ive spent $3000.00 on it and I think the book value is maybe $4000.00. Guess my next step is the BBB.

  Business Response

  Date: 11/11/2024

  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 the lack of follow up from FCA Canada. According to our records the customer was contacted and advised that the dealership has access to technical support from FCA Canada specialists. However, the vehicle is outside of the warranty. FCA Canada will not hesitate to assume the brake repairs during the warranty period. However, after the warranty terms have been exceeded, any charges are the responsibility of the vehicle owner.  If there are still issues ,the customer will have to return to the dealership and authorize further diagnosis.

  Customer Answer

  Date: 11/11/2024

   
  Complaint: 22502046
  
  I am rejecting this response because:

  the dealership has overcharged me for diagnosis, results of diagnosis are maybe a hydraulic pump will fix my brakes but no guarantee. Cost of hydraulic pump $1200.00.  They have found a used one and they have offered me a discount , and still no guarantee the problem will be fixed.  On reading reviews for this dealership, there are aboutv50 unsatisfied customers. And many unsatisfied customers with ***. Even though there is no warranty I would hope you would stand behind your product and get the dealerships. 
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:30/10/2024

  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 have a 2019 Ram 3500. I have an extended warranty. I have a critical issue with a part (U-joint) that ought to be covered by my warranty, but there are no MOPAR parts available. A perfectly viable option exists by allowing the repair shop to install an after market part. I have a case number and case manager to discuss this with but they will not get back to me despite many messages. I cannot wait 1.5 to 6 months to get my vehicle back and no one will call me to discuss this issue.

  Business Response

  Date: 31/10/2024

  We appreciate you bringing this matter to our attention. We are sorry about the concerns experienced with *** and with the inconvenience caused by parts delay.
  FCA Canada 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. The *** warranty doesn't cover aftermarket parts. However the order for the Mopar part has been placed in the highest priority and *** is making every effort to provide the ***** part as quickly as possible and will provide updates as soon as they become available.

• Initial Complaint

  Date:17/10/2024

  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.

  My transmission blew mid August. The dealership ordered one, no eta Approximately 2.5 weeks ago I escalated it to FCA Canada Inc. Aka Chystler Canada They refuse to tell me where my transmission is or answer why it's taken so long or give me a tracker #. It was suppose to be in on the 18th, but the day before I am now told the 31st I have had to rent cars which so far is $4000.We had plans to leave the country Oct 17th,. Which they are aware of This is so far out of a reasonable time frame to wait for a truck part

  Business Response

  Date: 18/10/2024

  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 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 transmission as quickly as possible and to repair the vehicle. The order is placed in the highest priority and we will follow up with the customer once updates become available. 

  Customer Answer

  Date: 18/10/2024

   
  Complaint: 22438595
  
  I am rejecting this response because:
  It is a form letter, the same I received last week.

  This does NOT address my specific complaint or offer any solutions.  I want it escalated!

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

  Business Response

  Date: 21/10/2024

  We appreciate you bringing this matter to our attention again. We are sorry about the inconvenience caused by parts delay. As per our records the file is escalated and *** making every effort to obtain the part and to repair the vehicle. Once updates are available the customer will be notified. While we regret we could not provide a more favorable reply, we hope our customer can appreciate our position.

  Customer Answer

  Date: 23/10/2024

  [A default letter is provided here which indicates your acceptance of Mediation. If you wish, you may update it before sending it.]

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID .********, , and find that Mediation is necessary.

  Regards,

  ******* *****

  Business Response

  Date: 29/10/2024

  Better Business Bureau:

  FCA politely declines the mediation offer and *** will continue to work to address and work with the customers concerns. Unfortunately, the issue with the part is largely outside of our control but we will continue to work with the supplier to secure the part. We realize that vehicle service expenses cannot always be predicted and as such, they are often disappointing to the vehicle owner. Within warranty parameters, FCA Canada will not hesitate to assume the repair costs; however, after the warranty terms have been exceeded, charges must be accepted by the vehicle owner. *** notes that this vehicles warranty is not only expired via time but mileage as well.

• Initial Complaint

  Date:17/10/2024

  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 contacted customer service was provided a case number ******** have called the the office 3 times to receive an update on my file and have yet to speak to the Supervisor and/or Manger as both are in meetings or sick when I call.The third time I called I was promised someone would call me back and I am still waiting, I am looking for an update on my file and have had NO communication in 3 days.

  Business Response

  Date: 18/10/2024

  We appreciate you bringing this matter to our attention.  We are sorry about the concerns experienced with the vehicle and with FCA Canada. We have documented the customer's concerns. According to our records we have advised the customer on October 15, 2024, that within the  warranty, FCA Canada will not hesitate to assume the repair costs. However, after the warranty terms have been exceeded, any charges are the responsibility of the vehicle owner. The vehicle's warranty has expired and the customers vehicle is not subject to a any recall. All the recalls are VIN specifics. 
  Thank you for allowing us to explain the situation.
  
  

• Initial Complaint

  Date:10/10/2024

  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.

  I have a 2017 Chrysler Pacifica that has been giving me problems for the last 3 weeks.I get a message on the screen to service shifter and engine light comes on. I went to have it services at a ******** location and was told that they cannot figure out what the issue is and to pick up my van and if the issue occurs again to bring it back. The problem is when this message comes on I cannot put the car in gear. If I turn off the car a restart it a few times the car works. ******** should take charge and be responsible to have this issue fixed at no cost to the customer. This is an Electrical issue and should be taken serious by ********!

  Business Response

  Date: 11/10/2024

  We appreciate you bringing this matter to our attention. We are sorry to learn of the experience that the customer had with the vehicle. We have contacted the dealership and they inspected the vehicle but were not able to duplicate the concern. They are unable to make any repairs if issue is not present. 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.
  The vehicle's warranty has expired. Within warranty FCA Canada will not hesitate to assume the vehicle repair costs. However, after the warranty terms have been exceeded, any charges are the responsibility of the vehicle owner

  Customer Answer

  Date: 11/10/2024

   
  
  Complaint: 22405397
  
  
  
  I am rejecting this response because:
    How do I bring in the vehicle so they can replicate if it’s not drivable at the time that the incident happens. There are a lot of of other customers complaining of the same issue online. Maybe Chrysler should take responsibility and address the issue that not only me but other customers are having!

  
  
  Sincerely,
  
  
  
  Stefania Pileggi

  Business Response

  Date: 15/10/2024

  We appreciate you bringing this matter to our attention.  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 dealers have access to technical support from FCA Canada, however they need to duplicate a concern in order to repair it. If the vehicle is not drivable, the customer would have to contact roadside assistance to have it towed to the dealership. There are no outstanding recalls on this vehicle. The recalls are VIN specific. Should this vehicle be involved in a future campaign, the customer will be notified by mail.

• Initial Complaint

  Date:09/10/2024

  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.

  I purchased a 2023 ram pickup July 2023 .It currently has only *****km on it . April of this year I noticed the finish peeling off the front bumper. Only after 8 months . When I went into the dealership mid May for an oil change I brought to their attention. I was told they have been replacing a few and it was a know problem. They took pictures at that time to send in for warranty and said it may take a few weeks maybe a month to hear back. I inquired a couple of times as to the status and they said nothing yet. I recently went in on September 21 for another oil change and asked again. I was told they would resubmit it and get back to me. This time 2 days later Im told they ordered a new bumper. It was in the next day . My appointment to have it installed was October 2nd . When the truck was up on the hoist they noticed a dent up underneath. A few weeks prior I was backing a trailer into a tight spot and had to get pretty close to a garden and bumped a rock . They then stopped work and told me *** will most likely not pay them warranty because of the dent. I called *** to find out . They called back the next day and she first said it would be fixed but was a little confused regarding what they were fixing. She called back to the dealership and was told the district manager would not approve the replacement . *** called me back , apologized for telling yes and said the district manger has final say and that the case was now closed. I have emailed the dealership and tried emailingFCA again with no response . At the time the pictures were taken their was no dent and even now it would not show up as its underneath and nowhere near the defective area. Had they not dropped the ball and taken over 4 months to do this the dent may not have been there as it just recently happened. I believe the reason they are now refusing is that they prefer a new condition bumper so that it can be re coated and put on the next truck. Hopefully something can be solved

  Business Response

  Date: 11/10/2024

  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 front bumper concern was reviewed with our dealership and the specialists from FCA Canada. The dent in the bumper was caused by outside influences and it renders the part ineligible for warranty coverage. Customer was referred to his insurance company.

  Customer Answer

  Date: 11/10/2024

   
  
  Complaint: 22402642
  
  
  
  I am rejecting this response because:as stated earlier the finish peeling off was brought to the dealers attention and pictures were taken long before the dent which is no where near the defective area . The dealer also stated this is a well know problem . Someone also dropped the ball as I waited 4 months , during which time a small dent was created on the underside, after asking again for the third time and them apparently resubmitting it, the bumper was in 3 days later. The rep I spoke with may as well been a robot . Instead of treating each case and situation individually she kept repeating that warranty is void if there is damage not caused by the manufacturer . Not impressed will most likely sell the truck earlier than expected. I still have 4years warranty on it , but what really is warranty. 
  
  
  
  Sincerely,Win Fraser 
  
  
  
  Win Fraser

  Business Response

  Date: 15/10/2024

  We appreciate you bringing this matter to our attention again. We have advised the  customer that any damage caused by outside influences renders the component ineligible for warranty coverage. We have referred the customer to their insurance company. Also FCA Canada doesn't control the dealer's scheduling and every dealer is independently owned and operated. Any scheduling concerns will have to be discussed directly with the service manager at the dealership.  While we regret we could not provide a more favorable reply, we hope our customer can appreciate our position. 

• Initial Complaint

  Date:09/10/2024

  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.

  Purchased a new Jeep Wrangler 4xE in winter of 2022, Peel Chrysler dealership - Jeep has been serviced at *********, Simcoe for one recall - Jeep was sent in for just over one week to have hinges painted (chips, and rust on them) in Spring 2024 at *************************** dealership - rental car provided.- Contact ****************** dealership in August due to the same reasons above, along with other rust spots on Jeep around windows, hood, etc. I was advised then from the Service team "they could not take on any more paint jobs, they were full, I had to go somewhere else"- Contacted Brantford ******** dealership in August, they had taken pictures, completed the paint job again. I was advised from ********* there was push back due to Woodstock already completing the work.- - Also shared that back window has rust on the inside, but was informed that ******** would not repair it. - Recall notice was sent advising that there was a risk of fire, if the Jeep was charged/using battery, not to park in garages, or around other vehicles. Contacted multiple dealerships to have issue resolved, told that there was nothing in place yet. Called ******** Customer Service, Service **** hung up on me, when trying to find a solution. Was informed a manager would call me back, has not yet in 1 weeks time. Have submitted multiple online (email) complaints, no response.- I have two kids under 2 years of age, this is a hazard.- I purchased the vehicle for this option, that I am being told I cannot use due to the risk involved, without a solution. Was informed expected to have a software update sometime in Q4. - The amount of driving to have the ************ within 3 towns is not acceptable. - Have owned the Jeep for ~2 years with this many issues, never experienced anything like it.

  Business Response

  Date: 11/10/2024

  We appreciate you bringing this matter to our attention. We are sorry about the concerns experienced with the vehicle and with FCA Canada and for the inconvenience caused by  the recall. 
  .We have contacted the customer and advised that  FCA intends to repair the recall 95B, however, the  repair procedure required to provide a permanent remedy for this condition is currently not available. *** is making every effort to provide the remedy as quickly as possible, and will send another recall notice in the mail when the remedy becomes available. In the meantime we have referred the customer to an FCA dealership for concerns with the vehicle. 

• Initial Complaint

  Date:08/10/2024

  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.

  Since September 9, 2024, my car has been at Coast Chrysler Dodge Jeep Ram in ***************, awaiting a part. Despite numerous attempts to contact ***, the case manager and supervisor have been unreachable. The dealership has offered no solutions beyond asking me to wait.The most recent incident occurred while my wife and son were in the vehicle. A park the vehicle immediately message appeared, causing her to lose control of the steering and making it impossible to turn off the engine. Mopar Roadside Assistance had to tow the vehicle.I am extremely disappointed with ***'s lack of support. This is the second time my family has been put at risk due to severe mechanical issues with the Pacifica Hybrid. I demand prompt action, a courtesy vehicle, expedited repairs, and compensation for the repeated issues endangering my familys safety.

  Business Response

  Date: 09/10/2024

  We appreciate you bringing this matter to our attention. We are sorry to hear about the customer's experience with the vehicle and FCA Canada. We are currently working with the dealership and the parts supplier to obtain the part and to repair the vehicle. The case manager will follow up when there are updates.
  FCA Canada 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 each vehicle.

  Customer Answer

  Date: 09/10/2024

   
  Complaint: 22398525
  
  I am rejecting this response because:
  
  

  Thank you for your response, but it does not address the core issues. My case manager and the supervisor have been entirely unresponsive, leaving me with no clear path forward. Today, the dealership confirmed that they have no idea when the part will arrive, stating that it could take several months.
  
  This is the second Pacifica Hybrid I have owned, and both vehicles have presented identical safety issues, putting my familys well-being at risk. This vehicle has been with the dealership for a month and a half out of the four months I have owned it, with no resolution in sight. The lack of communication and transparency from *** has added to my frustration, as I am incurring extra expenses due to the absence of my vehicle.
  
  I request that FCA provide me with a similar hybrid vehicle immediately and take responsibility for selling unsafe vehicles with recurring issues. Additionally, I expect compensation for the inconveniences and expenses that **** delays have caused. It is unacceptable that I have had to endure this ordeal, and I demand immediate and decisive action from ****

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

  Business Response

  Date: 10/10/2024

  We appreciate you bringing this matter to our attention again. We have advised the dealership to place the part order in the highest priority and the case manager was advised to follow up with the customer.  We have launched an accelerated process to accumulate the required inventory. Repairs will be expedited accordingly. 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 part as quickly as possible and repair the vehicle as per warranty specifications. The dealership provided a rental vehicle to the customer in accordance with their service contract terms and conditions. 

  Customer Answer

  Date: 10/10/2024

   
  Complaint: 22398525
  
  I am rejecting this response because:

  Thank you for the response, but it lacks specifics. I require exact dates regarding the arrival of the necessary part for my Pacifica Hybrid and the timeline for repairs. It is unacceptable that I am left waiting indefinitely without a clear solution.

  Additionally, I have been informed that the dealership is supposed to rent a vehicle for me, yet there is still no confirmation on this. This process must be expedited. I expect a comparable hybrid vehicle, as I should not be burdened with additional fuel costs. This delay is a serious inconvenience, and *** needs to take immediate action to provide a suitable vehicle until my Pacifica is repaired.
  Please address these points urgently. I need confirmation of the vehicle rental timeline and assurance that it will meet my needs as a hybrid.
  

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

  Customer Answer

  Date: 10/10/2024

  Dear BBB,
  I am reaching out to clarify that my complaint with *** has not been resolved. Despite their response, *** has not provided any concrete solutions or a specific timeline for the repair of my Pacifica Hybrid. They have yet to offer a clear estimate on when the necessary part will arrive and when my vehicle will be ready, leaving me in a difficult position.
  Furthermore, *** has not addressed my need for a rental vehicle. The dealership informed me that they cannot arrange it because *** requires them to bear the cost, which is unacceptable. I need *** to urgently provide a rental vehicle that is similar to my Pacifica and, critically, it must be a hybrid to avoid additional fuel expenses due to FCAs delays.
  I respectfully request that my case remains open until *** offers a clear solution and fulfills these requirements.
  Sincerely,
  ****** *******

• Initial Complaint

  Date:10/09/2024

  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.

  I bought a new truck from ********************* i had a great salesperson but the service team is horrible i have had problems from new with getting repair done that was covered under warranty and they are always finding excuses not to fix the problem passing the **** i have lodged a complaint with chrysler canada have a case number the dealership **** called me back said they already talked to him and they agreed with dealership this was friday sept6/24. then sept 9 i get a phone all from chrysler canada saying they are going to follow up with dealership today they didnt even talk to them yet so i was outright lied to

  Business Response

  Date: 11/09/2024

  We appreciate you bringing this matter to our attention. It is regrettable to learn of the disappointment with the experience received at a *** dealership. As the manufacturer, we depend on our dealership organization to develop and maintain the customer/dealer relationship that is vital to our success. Any information received that does not support our philosophy of providing exceptional service is reviewed by FCA Canada and addressed accordingly.
  We have contacted the dealership for review and we have contacted the customer to advise that within warranty parameters FCA Canada will not hesitate to assume the repair costs; however, after the warranty terms have been exceeded, charges must be accepted by the vehicle owner. At this time the vehicle's warranty has expired and all current repairs are customer's responsibility. 

• Initial Complaint

  Date:06/09/2024

  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.

  We purchased a 2019 *************************** X on July 19, 19 with a 5-year manufacturer warranty, set to expire on July 19, 24. In early July 24, we noticed visible signs of corrosion in multiple areas on the vehicle's hood. We documented with photos and unknowingly just days after the warranty expired, we contacted the **** at Manitou Mainline Chrysler in ********************. On July 26, 24 the dealership began the warranty claim process & contacted autobody shops for quotes. Despite multiple follow-up calls, the dealership informed us that they were still waiting for quotes resulting in a delay of over six weeks.On September 4, 24, my husband called the dealership again, only to be informed that FCA had denied our warranty claim, stating that the issue was outside the warranty period. This denial came despite the fact that the corrosion was clearly a gradual process that began during the warranty period and that the delays were caused by the dealerships prolonged process of obtaining quotes from the auto body shops.While we acknowledge that the warranty expired on July 19, 24, we believe this case warrants reassessment for several key reasons:- Timely Reporting of the Issue: We reported the corrosion issue to the dealership just days after the warranty expired. The delay in finalizing the claim was due to the dealerships process of gathering quotes, which took 6 weeks again beyond our control, as it was the dealership that failed to obtain quotes from the auto body shops in a timely manner.- Progressive Nature of Corrosion: Corrosion is not a sudden, mechanical failure but a gradual process that likely began months or years, before it became visibly noticeable. It is unreasonable to assume that the corrosion started immediately after the warranty expired. Since corrosion is not a sudden failure, we feel this falls under a category where exceptions could reasonably be made, as it clearly began during the warranty period.

  Business Response

  Date: 10/09/2024

  We appreciate you bringing this matter to our attention. We attempted to contact the customer  to review this matter, however, after the warranty terms have been exceeded, any charges are the responsibility of the vehicle owner