Business Profile

Auto Manufacturers

Stellantis Canada

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Complaints

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

Customer Complaints Summary

171 total complaints in the last 3 years.
47 complaints closed in the last 12 months.

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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:23/08/2024
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.
Our 2019 Jeep Wrangler has a corrosion issue due to the manufacturer putting dissimilar materials together (aluminum and metal) at the time the vehicle was assembled. We have corrosion verified by a automotive body shop (West End Autobody in *************) FCA Canada is refusing to repair the manufactures defect which began in 2019 when the vehicle was assembled claiming that due to our vehicle being involved in a motor vehicle collision and at one point held a rebuilt status in the province of ****************. I have been involved in attempting to get resolution since April of 2024. Have provided photos of the damage, photos of the repaired vehicle, provincial documents verification that the vehicle has been repaired and meets or exceeds manufacturers specifications. Documentation that the vehicle no longer holds rebuilt status. Vehicle inspection/Autobody assessment confirming the corrosion exists on our vehicle at hinge points on all four passages doors and the rear tailgate. West End Auto Body confirms in no way did the front end impact at the time the vehicle was involved in the collision is in no way linked to the corrosion issue. West End Autobody has provided FCA Canada a detailed list of parts and labour required to correct the manufactures defect. The final decision was given to me on 2024-08-22, refusing to repair the corrosion issue due to manufacturer defect at time of assembly of our vehicle based solely, that at one point the vehicle held a rebuilt status. This does not absolve the manufacturer of their responsibility to repair a potentially safety issue that could lead to death or injury.
Business Response
Date: 23/08/2024
We appreciate you bringing this matter to our attention. This vehicle has been declared total loss. As per page 8 from warranty manual:
Any vehicle that is declared to be a total loss by any insurance company, or is rebuilt after
being declared to be a total loss, or is otherwise designated as salvage, scrap, rebuilt or
words of similar impact will no longer have any warranty coverage. The warranty cannot be reinstated.
Customer Answer
Date: 24/08/2024
The vehicle was involved in a front end collision and damage was limited to the front grill, hood, windshield and engine accessory points like windshield washer, coolants, plastic covers under hood, radiator, headlights.
The front bumper, fenders and anything beyond/behind the firewall did not require any repairs including the vehicle door hinges and rear tailgate where the corrosion issue at time the vehicle was assembled due to the manufacturers negligence by putting dissimilar metals in contact with each other (aluminum/steel)
Corrosion develops when two dissimilar materials are combined in a corrosive electrolyte. This can occur when certain materials (such as aluminum) are in contact with stainlesssteel/steel. The most common solution to prevent galvanic corrosion is to select metals that are close together in the galvanic series.
Had the manufacturer when assembling the vehicle followed the below method the corrosion issue would have not taken place but since did not the defect is as a result of negligence
Albany County Fasteners recommends the use of neoprene EPDM or bonding washers in between steel fasteners and aluminum materials, the neoprene forms a barrier in between the metals, preventing corrosion.
The fact that the vehicle did at one time hold a rebuilt status does in no way absolve the manufacturer from responsibility to repair the defect which started the moment the dissimilar metals were put in contact. The damage to the vehicle was limited to the front end and as confirmed by the auto body technician, that the vehicle accident did not cause the corrosion issue.
I have submitted to FCA Canada that we understand that it was a front end collision and will accept them to repair the four doors and rear tailgate only. The technician told us that the front hood hinges were subject to the same corrosion issue but since the vehicle had been repair by a certified auto body establishment there is no need to request repair to that area by FCA Canada.
As stated we request repairs as outlined/supplied to FCA Canada by an approved auto body business (West End Auto Body Chilliwack BC) that has completed corrosion approved repairs in the past on Jeep vehicles.
As stated above the front end vehicle damage does not absolve FCA Canada from their responsibility to repair a manufactures defect the could result in death or serious bodily injury/harm.
Customer Answer
Date: 24/08/2024

Complaint: 22184215

I am rejecting this response because: the fact that the vehicle at one time held rebuilt status does not absolve the manufacturer of their responsibility for a defect that resulted from negligence at the time the vehicle was assembled when they put two dissimilar metals together.
When two different metals are in contact and exposed to a common electrolyte, one of the metals experiences accelerated corrosion while the other is protected. This type of accelerated corrosion between dissimilar metals is referred to as galvanic corrosion.
Galvanic corrosion is an expensive issue which can not only result in ugly rust stains and metal finishes, but is also a serious safety consideration that can lead to catastrophic and deadly structural failure if left unchecked.
The vehicle impact was limited to the front end, grill, hood, windshield and internal engine parts like shrouds, reservoirs (windshield washer fluids coolants etc) headlights radiator. The repairs did not require anything to be done to the front fenders and were used when the vehicle was repaired. The corrosion issue identified is to the hinges on the four doors and rear tailgate. As verified by the auto body technician at the time the corrosion assessment was done the paint on the doors and rear tailgate was that from original assembly of the vehicle and has not been repaired.
Request FCA Canada approve repairs as identified in the assessment.

Photos, assessments and provincial documents including inspections and insurance have been provided to FCA Canada.

Sincerely,

***********************
Business Response
Date: 26/08/2024
We appreciate you bringing this matter to our attention again. As we mentioned in our previous reply any vehicle that is declared to be a total loss by any insurance company, or is rebuilt after
being declared to be a total loss, will no longer have any warranty coverage regardless of the nature of the damages.
As per our records, the customer purchased the vehicle after it was written off without any warranty coverage. Also there are no incomplete recalls on this vehicle nor any documented issues regarding rust concerns. Every recall is VIN specific. While we regret we could not provide a more favorable reply, we hope our customer can appreciate our position.
Customer Answer
Date: 26/08/2024
I am surprised that you are not being more supportive. FCA Canada has a major issue and it is not rust as they identified in their response. It is a CORROSION ISSUE DUE TO THEM PUTTING DISSIMILAR METAL TOGETHER at the time the vehicle was assembled in 2019. The corrosion can appear quickly or more slowly and we noticed it when we purchased the and started this journey with FCA Canada in November of 2023. The auto body technician who did the assessment in November 2023 said he has seen numerous Jeep vehicles with this corrosion and throughly explained to me why this happened. He has completed many Jeep vehicle repairs paid for by FCA Canada. It is poor business stance to take to absolve themselves of their responsibility to repair a manufactures defect. Articles published say that the corrosion issue if left unchecked will result in a catastrophic failure. I assure you that when this CORROSION ISSUE results in a catastrophic failure and property damage, vehicle damage and if people are injured I will be holding FCA Canada liable. I believe that BBB should side with us as the consumer to direct FCA Canada to complete the repairs and to reassess their business practice to absolve themselves of any responsibility for the manufacturing defect they have created.
Initial Complaint
Date:21/08/2024
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.
Called FCA canada to assist with the issues brought forward by *******************, Jeep, Dodge, Ram. **************** is dreadful and their entire purpose as a business is non existent.Please call me for more information. (Cell: ************)
Business Response
Date: 22/08/2024
We appreciate you bringing this matter to our attention. We are sorry to learn of the experience that the customer had with his vehicle. We have contacted the customer to document his complaint. ********************** is committed to supporting the efforts of our authorized dealer body to address any confirmed vehicle deficiency. We have also contacted our dealership that confirmed that the vehicle has been repaired.
Initial Complaint
Date:01/08/2024
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 the brand new Jeep grand Cherokee Summit L reserve -The next day, my wife and our then 2 month old daughter left for a road trip to her sisters wedding (1800km away) in ************* (The reason I bought the jeep is for the family cam so she could more easily keep an eye on our daughter while traveling alone) -The car stranded my wife twice on the trip. She had stopped and the car would not start. needed to have it boosted. -***** took the car to Abbostford Jeep dealer, who advised there was nothing wrong with it -I then flew out to the wedding to meet them, car seemed to run normal (except for some touchscreen display issues) -Traveling home, we stopped n Airdrie AB for the night, in the AM.car was deadcalled Jeep roadside and they had to come boost the car -When we got home, care was taken to ****** Chrysler Jeep in ********************* then advised the ran the recommended fix from Jeep oWe got the car home, next day ***** went to take our daughter for her *** ************ car did not start oI then advised dealer -Again the jeep went back to ****** Chrysler oAdvised they were going to re-do the tests and the fix oThis time I believe they also replaced the batteries -I had meetings just outside of ******** in the middle of June (wife and daughter came with) oCar was parked at the conference center for two days, went to leave and car was dead.had to ask front desk if someone could boost us -We had a pre-planned trip to ****************** ** on July 22nd oMorning of the 22nd, car would not start oBoosted car -Got to radium oJuly 25th, went to go on a road trip in the ***************, car would not start oBoosted car - July 27th, went to leave for homecar would not start oBoosted car purchased a brand new family vehicle with my wife and new daughter in mind so we had reliable transportation, this vehicle is not reliable and has major electrical issues and my wife no longer trusts it. just want the same car....with no issues
Business Response
Date: 02/08/2024
We appreciate you bringing this matter to our attention. We are sorry to learn of the experience that the customer had with the vehicle. ********************** 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 ***** the request for a vehicle exchange. FCA Canada will provide technical support to the dealership to ensure that all concerns are repaired as per FCA's warranty.
Customer Answer
Date: 02/08/2024

Complaint: 22078039

I am rejecting this response because:
1. Too date two different dealerships between 4 visits have been unable to provide a fix or diagnosis to the problem. and the jeep waive line refused to talk to my wife or I about the problem and advised they had contacted us when they have not.
2. as a consumer/customer who purchased a defective productI should be provided with an appropriate vehicle to use (while mine is not working) one that has the same features as the vehicle I purchased. This has not happened. An appropriate substitute would be a vehicle of the same size, features as the one I am paying for (since some of those features are the reason I bought it).
3. This problem has put my family (wife and daughter) in danger. The vehicle is unreliable and leaves them in places, alone, to boost the vehicle, or sit and wait for help, etc. these places can be unsafe if they are along a major highway or a bad part of townleading to their potential injury or worse death.
4. I believe it wrong (morally and legally) that a company the size of FCA can sell a faulty vehicle and expect the consumer to shoulder the monthly cost of paying for that vehicle without actually being able to use that vehicle.
In summary, if FCA is unwilling to replace the faulty product with a similar product, at the very least the following would at least be expected:
- FCA to reimburse the cost of the boosting pack that was purchased to ensure our safe journey home from ***********

- FCA to provide a loaner vehicle with all of the same options as the vehicle that was purchased.
- FCA to reimburse the monthly carrying cost of the vehicle to date. As we have not been able to utilize the vehicle except for three long trips (where we had to use it as we needed the extra room for our family).
- if FCA is unwilling to replace the vehicle, I would want something in writing from FCA that gives some sort of timeline for how long they have to try and remove the vehicles electrical issues, before I am then allowed a replacement from FCA. This means that the problem cannot persists past a certain point so my family is not left in limbo without a reliable vehicle for too long.
I look forward to continuing this conversation and working to a solution.

Sincerely,

*****************************
Business Response
Date: 06/08/2024
We appreciate you bringing this matter to our attention again. As we previously advised FCA Canada is committed to supporting the efforts of our authorized dealer body to address any confirmed vehicle deficiency. Once the vehicle is back at the dealership, FCA Canada's technical department will work with our dealership and repair all issues with the vehicle as per the warranty terms and conditions. The factory warranty doesn't include vehicle buyback.
Customer Answer
Date: 07/08/2024

Complaint: 22078039

I am rejecting this response because: FCA Canada chose to ignore almost the entirety of my last message, including the part where I state if replacing the vehicle was not possible, being compensated for: battery booster pack needed to start the vehicle, loaner with same options while mine is being repaired, and reimbursement of money for months the vehicle has been unusable.

Sincerely,

*****************************
Initial Complaint
Date:16/07/2024
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.
They cant stand behind their products
Business Response
Date: 18/07/2024
We appreciate you bringing this matter to our attention. We attempted to contact the customer and left message. We referred the customer to the dealership for any issues with the vehicle. We communicated with our servicing dealership that confirmed that the customer's vehicle has been repaired.
Customer Answer
Date: 20/07/2024

Complaint: 21996332

I am rejecting this response because:

Sincerely,

**********************
car never been fixed.
Business Response
Date: 22/07/2024
We appreciate you bringing this matter to our attention again. We have advised the customer that ********************** is committed to supporting the efforts of our authorized dealer body to address any confirmed vehicle deficiency. Customer must bring the vehicle back to the dealership for a new diagnosis and repairs.
Customer Answer
Date: 24/07/2024

Complaint: 21996332

I am rejecting this response because:

Sincerely,

**********************
Hi can you please recommend dealerships to bring my vehicle in. Here is my experience with two closest dealers to me.
Seven view Chrysler had my vehicle for 3 days without providing loaner vehicle. After I called them on update they said they are waiting for an Engineer from FCA to call them with instructions. I picked up my vehicle I never been there again.
******* Chrysler was able to do it.Last time I brought my vehicle for oil change to ******* Chrysler I mentioned check engine light. They just erased that code temporarily and it came up again.
I want you to understand that I am loosing day off work without vehicle. What is the point bringing vehicle in just to get check engine light error code erased.
You guys telling me now to bring it in so loose another half a day just to get codes erased trough their computer. Or I can bring my vehicle to any other recommended place.
Initial Complaint
Date:07/07/2024
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.
2019 Ram 1500 Limited Vin # ***************** Extended warranty to ******* km Oct 25 2024 On June 21 2024 the radio, air conditioning and front power windows stopped working. Upon reading Ram forum and looking the truck over we noticed a cracked tail light but the light still worked. On June 22 I called the dealer (South 20 Dodge in Humboldt Sask Ph ************) and told them what we found. I talked to **** the service manager, he said to bring it in and they would look at it, I told him I was at our cottage 3 hrs away he assured that driving it would be OK, so he made an appointment for June 24 so I drove it home on the 23rd. June ************************************************************************* to get it towed to the dealership. They checked it out and told me that both tail lights had to be replaced and it would cost about $5500.00 they said lights are not under warranty. The light works fine, he told me to drive it home, I believe this is the reason for the 2nd tail light to fail. He said it would take a few days to get the parts, now they said it will be done July 8 2024.My problem I have is they told me to drive it back 250 km this is what I feel caused many of the problems. Also lets face it its a tail light charging $5500.00 is utterly ridiculous.To top it all off I have been a loyal customer of South 20, I bought my last 10 vehicles from this dealership, personally and through my company with they said bumper to bumper extended warranty,To maintain our relationship I feel this is a 50/50 warranty issue.*************** ************************* Box 1651 ************************************************* **************
Business Response
Date: 09/07/2024
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 taillights concern was reviewed with our dealership . They determined that water entered through the crack and shorted out both taillights and electric system. Customer was referred to his insurance company.
Initial Complaint
Date:04/07/2024
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 2022 Jeep Grand *********************** 4xe in December 2022.On May 22nd 2024 while driving on the highway, there was a sudden huge noise, all the lights in the dashboard lit up, power dropped significantly and the whole car started shaking. It was towed to the nearest Jeep dealership (39,000kms on the odometer). The dealership determined that the engine either needed to be rebuilt or replaced and they informed me that they were waiting on FCA Canada to make a decision. On **** 7th (it took 17 days of my vehicle just sitting there waiting!) FCA confirmed they would be replacing the engine and it would ***********-10 days for the dealership to receive it (at 10 days that would be **** 16th).On **** 27th I called the dealership and they were still seeing **** 20th in their system for delivery. They suggested I call FCA again to see what was going on.On **** 28th I called FCA and all they could tell me was that it was supposed to arrive on **** 20th...! I asked if they could track the shipment and they said it couldn't be tracked (Amazon can track a 3$ toothbrush around the world...). I also ask for my call to be transferred to a supervisor and they refused, stating that someone would call me back ( That was 7 days ago, still no engine, still no call return!)My car has been in the shop for 44 days now, the rental car they gave me is a big RAM V8 gas guzzler pickup truck (my vehicle is a plug-in hybrid!) under the pretext that it has to be a vehicle from FCA group and they have nothing else available at the rental company.I want this sale annulled. Give me my money back and keep your car!
Business Response
Date: 05/07/2024
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. 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 recalls and warranty obligations; however, we must respectfully decline to ***** the request for a vehicle buyback. 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. FCA is making every effort to provide the engine as quickly as possible and to repair the vehicle. FCA is currently reviewing the status of the part and we will provide updates to the customer once updates become available.
Customer Answer
Date: 06/07/2024

Complaint: 21943316

I am rejecting this response because: There is now an Anti-lemon warranty for automobiles in ****** and having to replace an engine in a vehicle of that price (or any other price for that matter!) after 39,000km is unacceptable!
-Owners and long-term lessees of problematic automobiles (lemons) may submit an application to the court to have their vehicle declared a seriously defective automobile.
In order for such an application to be accepted, the following conditions must be met:
One or more defects have appeared when the automobile has not covered more than ****** kilometers and within 3 years of its first sale or long-term lease.
-1 or 2 unsuccessful attempts have been made for the same defect where the merchant or the manufacturer responsible for performing the warranty has had the automobile in its possession for more than 30 days, not including any days for which the merchant or manufacturer shows that the repairs could not be carried out due to a shortage of parts and that the consumer was provided with a replacement automobile free of charge.
An automobile that is declared a seriously defective automobile is deemed to be affected by a latent defect. Consumers may therefore petition the court to cancel the contract or reduce the price paid, and claim damages and punitive damages.
When an automobile is declared a seriously defective automobile, the following rules must be respected:
A road vehicle dealer or recycler who sells the automobile to another road vehicle dealer or recycler must inform the dealer or recycler that the automobile has been declared a seriously defective automobile.
A merchant that puts the automobile up for sale or lease to consumers must indicate that it has been declared a seriously defective automobile on the label that must be affixed onto the automobile.
No person may advertise an automobile that has been declared a seriously defective automobile without disclosing that fact.
You have now had my vehicle for 46 days... And there was no shortage of parts (your customer service claims the part was shipped on June 7th and would take between 6 to 10 days to get to the dealership. And that is after you took 17 days to approve the ''repair'' and my vehicle is just sitting there). I suggest you look at this new law carefully; ************************************************************;
You sell a vehicle in ******, you have to oblige to Quebec laws. Your customer service is THE WORST I have ever encountered. And if you think that you are going to give me my vehicle back after 2 months (or more!) and that'll be the end of it, you are even worst than I thought!

Sincerely,

*************************
Business Response
Date: 12/07/2024
We appreciate you bringing this matter to our attention again.We are sorry about the concerns experienced with the vehicle and with the delays.FCA Canada will continue to honour the warranty obligations and will repair the vehicle as per the terms of the warranty. We have been in contact with our dealership. They received the engine and will proceed with the vehicle repairs as soon as possible.
Customer Answer
Date: 12/07/2024

Complaint: 21943316

I am rejecting this response because:
The fact that you are now going to repair the vehicle over 50 days after it was brought in doesn't erase the fact that I have grounds to file under the ** lemon law.

Sincerely,

*************************
Initial Complaint
Date:02/07/2024
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On March 19, 2024 I brought my Dodge Ram Promaster (2019) in to a Chrysler/Dodge dealer due to a Check Engine Light that came on. The service **** told me that the transmission was faulty and that it had to be replaced. As the vehicle was still covered by guarantee I agreed to have it replaced. I asked how long it would take, they said about 1 month. Here we are over 3 months later and still no transmission! Last time I inquired they told me that it should arrive by the end of October...! 7 months later! This is not acceptable! After several phone conversations with people at FCA Canada nobody can tell me why it's taking so long. Seems that the *** are prioritizing commercial vehicles and neglecting the ordinary consumer. I've been told by the ************************** that I could take legal action against FCA Canada. This is something that I am seriously contemplating if my vehicle is not fixed soon!
Business Response
Date: 03/07/2024
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. 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. FCA is making every effort to provide the part and to repair the vehicle and the case manager will follow up with the customer as soon as there are updates.
Customer Answer
Date: 03/07/2024

Complaint: 21933931

I am rejecting this response because:
7 months waiting for parts to fix my transmission is not acceptable. Meanwhile my vehicle is parked and not driveable. I expect that your company can expedite the required parts if you wish to prioritize your customers. If I don't get a favorable response, my next step is to contact the media and begin legal procedures for reimbursement.

Sincerely,
*******************************
Business Response
Date: 03/07/2024

We appreciate you bringing this matter to our attention again. We have contacted the customer and advised that the parts have been expedited and the order has been placed on the highest priority. FCA is working to obtain the part to repair the vehicle and we will follow up once there are updates.
Customer Answer
Date: 03/07/2024

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:02/07/2024
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 2022 Ram 1500 has a low beam headlight burned out, ***** kms. Seemed very quick for headlights to go out and possibly would be under warranty so I called **** Canada to inquire about warranty. Was told that yes the headlight would be covered under manufacturer warranty until ***** kms and if I take it to a dealership repairs would be covered. Booked it in for repairs at Power Dodge and got a call later that day saying both headlights were replaced and its $300. I called back **** Canada this morning to confirm what id been told regarding warranty was correct. Employee stated that the previous employee had made a mistake and that there was no warranty and Im expected to pay out of pocket for the repairs. No attempt to come to an agreement, rectify their mistake. Was repeatedly told theres nothing they can do and I must pay for the repairs which they lied about and told me were covered under warranty . I did my due diligence and was told the repairs would be covered under warranty and they are the ones who made a mistake so why am I now expected to foot the bill for their errors
Business Response
Date: 03/07/2024
We appreciate you bringing this matter to our attention. We are sorry to learn of the confusion and misinformation regarding the warranty. We will follow up with the customer to review and clarify the warranty coverage on the vehicle.
Initial Complaint
Date:27/06/2024
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 this car used in May 2023 at around 98K Km. I always changed the oil in time and often times early due to anxiety caused by the horror information on the internet. The car has always been in stock condition from the day I bought it. I started hearing the engine knock at around 112K km, now the car is currently at ******* Km. I am so disappointed about the quality of the car considering I paid around ****** CAD cash and I barely drove it for one year and has not even reached 5000 Km of use. I read online and there had been many people experiencing bottom end issues but those in the ************* got to enjoy *********************************************************************** In Canada FCA or Stellantis only offers:********************************************************************* Mine has only a little over 100K Km and it already broke down severely.I just did all of the recalls but what's the point if the engine was already broken which *** have been caused by the recalled parts before they were upgraded or by the other engine's design flaws that *** have not been addressed yet?This is a bad business practice. I have been ripped off.I worked so hard and sacrificed so much for that much money, I wasted my valuable lifetime on it.
Business Response
Date: 28/06/2024
We appreciate you bringing this matter to our attention. Our customer has been contacted and notified that within the 5 years or 100,000km (whichever occurs first) powertrain warranty, FCA Canada will not hesitate to assume the engine repair costs. However, after the warranty terms have been exceeded, any charges are the responsibility of the vehicle owner. The powertrain warranty coverage for this repair expired by kilometers at 100 000 kms and by time since August 27, 2020 and the customers vehicle is not subject to a recall for the engine.
Thank you for allowing us to explain the situation.
Customer Answer
Date: 02/07/2024

Complaint: 21913740
I am rejecting this response because:

How do I know if the damage was not caused by any of the recalled components before they were replaced? The engine knocked not long before the **** was replaced.

I told the dealership about the knocking and initially they said it was fine, it was just a normal diesel sound. I then showed the videos that were captured by my dashcams that showed the different sounds the engine made from different times and they then said that the new **** was faulty and they said they were reordering another. I then emphasized the fact that I already told them earlier that the engine was already knocking before the **** was even replaced. And then they took a closer look, removed parts, and doing other isolations to determine the cause and they later acknowledged that I was right, the there is something wrong in the engine. During the first attempt to replace the ****, I also reminded them so they would not forget to order the fuel line as I read online about many people having to wait longer because their dealer forgot to order the fuel line, but the dealer did not take my reminder seriously and forgot to order the fuel line, causing more delays. After they acknowledged the abnormal engine knock, I got charged around $500 for inspection fee, this would have been done properly during the recall work.

Also, even if I was the first owner, getting a catastrophic engine damage that costs $25,000+ at around ******* Km which ****** Km over the warranty limit after paying $60K+ for it would not feel right/ethical.
Please help!

Thank you very much!
******
Business Response
Date: 03/07/2024
We appreciate you bringing this matter to our attention again. We are sorry to hear about the experience at the dealership with the **** repairs. We have documented customer's complaints. However, as we previously advised there are no recalls for the engine on this vehicle and the powertrain warranty has expired. According to the recall Z46 letter :the dealer will replace the ****, inspect and, if necessary, replace additional fuel system components. The recall Z46 has been repaired on this vehicle. This recall does not include the engine. While we regret we could not provide a more favorable reply, we hope our customer can appreciate our position.
Customer Answer
Date: 11/07/2024

Complaint: 21913740

I am rejecting this response because:
I learned that some people who own vehicles with the same motor got their warranties extended by FCA even if it was past their warranty expiration dates. Why not me?
This is my first FCA/Stellantis product in my life, only enjoyed it for less than a year before it got a catastrophic failure. I did not think it would be my last one.

***************************
Initial Complaint
Date:27/06/2024
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.
July of last year I purchased a brand-new Jeep Gladiator from Tower Chrysler. In February of this year, I noticed that the paint the protects the frame was pealing and had begun to rust. In addition, there are these arms that attach to the frame of the jeep and where they join the frame, theyve started to rust as well (apologies, I do not know the technical terms). The Jeep at this time was 9 months old and had about ****** km. When I bought the vehicle, I was told by Tower Chrysler that I had a bumper-to-bumper warranty for 36K or 3 years. Being that the car was still under warranty, I contacted my nearest dealership (Country Hills Chrysler) to get the rust removed and the arms replaced. I was told that this would have to be approved by FCA (Stellanis). The dealership took pictures and said it would take about two weeks to get the approval. Two weeks went by and I called the dealership again and they asked me to come in for additional pictures. I did as requested. Again, I waited two weeks and called the dealership. I was told FCA had rejected the claim because rust is not covered by the warranty and because I did not purchase rust protection. I immediately called FCA on Wednesday May 15th and explained the situation. They stated they would talk to ************ Chrysler and get back to me. Today, May 17th, I received a call from FCA telling me that they would not approve the repairs. Ive done some research online, and **** is a major complaint from Jeep Owners and a situation well know to Jeep. It seems to me that they have decided to carve out rust from their warranty and when they are forced to make the repair, their actuary numbers show that their bottom line is better served by making the repairs than to actually remedy the problem. By the way, I did contact Tower Jeep since they sold me the car, and their response was that they were at the mercy of FCA but they offered me a 1 month free car washes. That is insulting considering that I paid over $64k for the car. I am hoping you can look into the problem and get the dealerships and/or FCA to do the right thing. Thank you *****************************
Business Response
Date: 20/05/2024
Better Business Bureau of ******* & ****************
*********************************************************** 100
********************-4163
BBB case N0: 21727793
Our File: 90053169
Thank you for forwarding the complaint from *****************************. According to our records there are no open or closed cases from this customer for this concern.
I advise the customer to contact US ************* ************** and have a case created for his concerns.
Stellantis will continue to honor any future repairs necessary per terms of the active factory warranty.
Beat Regard,
***
T0103P4
Stellantis *************

Customer Answer
Date: 20/05/2024
[A default letter is provided here which indicates your rejection of the business's response.

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint. For your reference, details of why I am rejecting this response appear below:

A case was openbed on May 13th. The case number is 8998 0040. See attached email.
Regards,

*****************************
Business Response
Date: 14/06/2024
Better Business Bureau of ******* & ****************
*********************************************************** 100
********************-4163
BBB case N0:21727793
Our File: 90324374
Thank you for forwarding the complaint from *****************************. According to our records there are no open or closed cases from this customer for this concern.
Please provide a VIN number or case number.
I advise the customer to contact US ************* ************** and have a case created for his concerns. So that a case manager can be assigned to the case to help with a resolution.
Stellantis will continue to honor any future repairs necessary per terms of the active factory warranty.
Beat Regard,
***
T0103P4
Stellantis *************
Customer Answer
Date: 17/06/2024
[A default letter is provided here which indicates your rejection of the business's response.

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint. For your reference, details of why I am rejecting this response appear below:

The case number was provided in a previous communication along with the email I received from FCA - Stellanis. I am attaching another email with the case number and vehicle *** Number. For the sake of expediency, I am also providing this information below:
1. The case was opened on May 13th. The case number is 8998 0040 and the *** Number is ***************** which corresponds to a 2022 JEEP GLADIATOR OVERLAND 4X4.
To reiterate, the issue is as follows: July of 2023 I purchased a brand-new Jeep Gladiator from ************** in *******, *******. In February of 2024, I noticed that the paint the protects the frame was pealing and the frame was rusting. In addition, there are these arms that attach the body to the frame of the jeep and where they join the frame, theyve started to rust as well. The Jeep at this time was 9 months old and had about ****** km. I contacted my nearest dealership in ******* (************* Chrysler) to get the rust removed and the arms replaced. I was told that this would have to be approved by FCA (Stellanis). The dealership took pictures and said it would take about two weeks to get the approval. Two weeks went by and I called the dealership again and they asked me to come in for additional pictures. I did as requested. Again, I waited two weeks and called the dealership. I was told FCA had rejected the claim. I immediately called FCA on Wednesday May 15th and explained the situation. They stated they would talk to ************ Chrysler and get back to me. On May 17th, I received a call from FCA telling me that they would not approve the repairs.
I respectfully request that FCA-Stellanis stop giving me the run-around and approve the repair to the vehicle. Again, its started rusting "9 months" after I bought it. Surely you see that this is not acceptable.

Regards,

*****************************
Business Response
Date: 18/06/2024
We appreciate you bringing this matter to our attention. This customer is Canadian. His complaint has been forwarded to us at FCA Canada ************* and we will follow up with the customer to provide information about the warranty coverage.
Customer Answer
Date: 25/06/2024
[A default letter is provided here which indicates your rejection of the business's response.

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint. For your reference, details of why I am rejecting this response appear below:

The car rusted in less than a year. I need the rust removed from the frame and those pieces that are rusted replaced

Regards,

*****************************
Business Response
Date: 28/06/2024
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 our warranty; however, as noted in the warranty information booklet, coverage applies to factory defects only.
The rust concern was reviewed with the FCA Canada specialists. They were not able to find any signs of a manufacturer defect and the issue is not covered under warranty. They also indicated that it's a normal condition and that no repairs are required, the vehicle is within FCA's specifications.

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