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: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. 

• Initial Complaint

  Date:14/06/2024

  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.

  We bought a Jeep and it's been recalls after recalls, issues, towing, engine stopping on the highway, etc. Now our dealership diagnosed that a new Battery pack is needed and we will be without our vehicle for a long time. I have been without a vehicle for a week and need a loaner or rental asap but they are waiting on FCA Canada to approve which is taking too long again as we have gone through this too many times. I contacted costumer service today requesting my case to be escalated and the rep. told me it was already with *****, I asked him to put this in writing in an email and he advised he could not. I asked him if it was with Mopar or FCA as it's in relation to a recall and he didnt seem to know and said nothing further he could do so I asked again to put that in an email to me, he advised "no" and when I asked to speak to a manager he hung up on me. I also told him that I did received emails from customer care before so I knew it was possible to get this explanation. I requested them to escalate the approval for a car loaner or rental as I really need a vehicle and cannot be without one any longer, it has been a week already (not counting all other times the car was in the shop). If this recall leaves our vehicle with further issues I will expect a reimbursement.

  Business Response

  Date: 18/06/2024

  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: 18/06/2024

   
  Complaint: 21853179
  
  I am rejecting this response because: ******************** on vehicle and repairs (and way forward on continuous electrical issues with this vehicle that is only 3 years old) and follow up with the employee who hang up when I called FCA this past Friday. 
  
  Sincerely,
  
  *****************************

  Customer Answer

  Date: 18/06/2024

  I refused this resolution as I am requesting FCA to honor their warranty booklet which says they will provide a rental vehicle and they are failing to honor this as I have been without a vehicle for 8 days now (not adding all other times it's been in for recall and warranty work)

  "For the duration of the plan selected, the plan covers up to $50 per day"

  Business Response

  Date: 20/06/2024

  We appreciate you bringing this matter to our attention again. We are currently in communication with the customer and our dealership and are working to repair the vehicle as soon as possible. In the meantime the dealership was instructed to provide a rental to the customer. 

• Initial Complaint

  Date:06/06/2024

  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.

  Purchased an extended warranty on a vehicle that got written off in an accident within 6 mths of purchasing it. I got back nearly $1000 less than I paid for the warranty. No one will explain the "calculations" to me or what the amount should've been that was sent to the dealership from FCA. FCA tells me to contact the dealership, dealership tells me to contact FCA. 0 people will help ************ all this secrecy with the amounts & how it works even though both parties clearly have the #s but no one will show me any proof/paperwork other than their word. It's not like I just wanted to cancel it from buyers remorse. I was in an accident & it was written off. The warranty was never even used - not once. No one will answer my questions or explain anything to me & tells me there's no one else I can contact or escalate to. Never buying a Dodge, Jeep, etc anything ever again from these crooks. What a scam.

  Business Response

  Date: 07/06/2024

  We appreciate you bringing this matter to our attention again. We were  not able to locate the *** based on the information provided. We have attempted to contact the customer and left a message requesting the *** in order to review the concern. 

• Initial Complaint

  Date:03/06/2024

  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.

  Chrysler Canada has "known" lock issues with 2015-2017 yr Caravans.My caravan was built at beginning of 2018 and has EXACT same lock issues.ONE SLIDING DOOR IS NOW SEIZED SHUT AND WE CANNOT ESCAPE IN THE EVENT OF ACCIDENT OR EMERGENCY.Chrysler canada (Case Manager ****) has said they will do NOTHING about this.Our lock problems are exactly as described on letter but they said ours isn't included in extension of warranty.These locks should be FIXED AND CORRECTED UNDER WARRANTY.This is a KNOWN failure and safety issue.

  Business Response

  Date: 04/06/2024

  We appreciate you bringing this matter to our attention. We'll be following up with our customer to review this matter. 

  Customer Answer

  Date: 12/06/2024

  I am still waiting for resolution.

  The company (FCA) has reached out and asked me to get a diagnosis at dealership. Diagnosis shows it is exactly the same issue of defective parts that they sent a letter for.

  The company has informed me every day that they are reviewing the case and haven't offered any resolution.

  I believe I have until tomorrow to accept or reject any offer - I will reject as no offer was made except to get vehicle diagnosed - which showed exactly what I expected.

  Keeping you informed of this for my case.

  I have attached a response from business and my response back. I am unsure what the delay is in recctifying this.

  Please attach to these records to my file. 

  Customer Answer

  Date: 13/06/2024

   

  I am still waiting for resolution.

  The company (FCA) has reached out and asked me to get a diagnosis at dealership. Diagnosis shows it is exactly the same issue of defective parts that they sent a letter for.

  The company has informed me every day that they are reviewing the case and haven't offered any resolution.

  I believe I have until tomorrow to accept or reject any offer - I will reject as no offer was made except to get vehicle diagnosed - which showed exactly what I expected.

  Keeping you informed of this for my case.

  I have attached a response from business and my response back. I am unsure what the delay is in recctifying this.

  Please attach to these records to my file. 

  Business Response

  Date: 13/06/2024

  RESPONSE TO BBB
  We appreciate you bringing this matter to our attention again. We are currently still reviewing the file.  Once the file is reviewed we will follow up with the customer. In the meantime we appreciate their patience. 

  Customer Answer

  Date: 13/06/2024

  Please add these phone calls to file

  June 4 - FCA asked me to have vehicle diagnosed to see if it was the defective part issue the warranty bulletin would cover

  June 6 - Vehicle at dealership all day, diagnosis done

  June 7 call exerpt(attached) - FCA Canada Case Manager **** CONFIRMS with dealership and informs me it is the same issue that the warranty extension bulletin would cover with defective actuators.

  Each day after- I am informed they are reviewing case, no resolution offered 

  One vehicle door is seized closed (cannot be opened) as stated would happen in warranty bulletin (if in accident, we may not be able to escape thar side). I was asked to have diagnosed and it was diagnosed  and shown/confirmed to be the issue in the bulletin, which. FCA case manager acknowledged.

  Why is FCA Canada not correcting and fixing the issue with their faulty locks? 

  Customer Answer

  Date: 18/06/2024

   
  Better Business Bureau:

  The company, FCA Canada has repaired the faulty parts on my vehicle and I am fully satisfied with the resolution.

  Although I hope they extend the warranty on other year vehicles affected by the defective parts, they have stood behind their product and repaired mine.

  Thank you to the BBB and FCA Canada on repairing this issue.

  Please close this case and reflect that the business (FCA) has provide adequate resolution and I am satisfied with this response.

  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:30/05/2024

  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.

  The complaint being filed is against FCA Canada *************** of ***** Chrysler. *****, Jeep and RAM) for failing to provide warranty to a defective wheel on my 2022 JEEP Rubicon. An assessment of the issue was performed at my local dealer, who confirmed the issue to be a manufacturer's defect and submitted a warrantable claim to JEEP Canada. The warranty was rejected with a reason being provided that the issue was caused by external influences. I made multiple attempts to dispute the decision, even with the support of my dealer who assessed the wheel issue in person, and JEEP will not honor the warranty. The vehicle is well within the 3yr/60000km manufacturer's warranty. Please see the uploaded supporting document that details the entire situation. as there isn't enough space allowed here to explain. I am only looking to have the wheel replaced under warranty, which I feel entitled to as a purchasing owner of this vehicle

  Business Response

  Date: 31/05/2024

  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 the warranty; however, as noted in the warranty information booklet, coverage applies to factory defects only. Damage or failures attributed to any other source are customer's responsibility. 
  The wheel concerns were reviewed with  the specialists from FCA Canada. They determined that the damage was caused by outside influences and repairs aren't covered under warranty. Harsh cleaners, high pressure washers and/or road debris can cause damage to the clear coat and cause corrosion to start. There is evidence of chipping on the wheels.

  Customer Answer

  Date: 31/05/2024

   
  Complaint: 21779474
  
  I am rejecting this response because:

  FCA Canada has provided a rejection reason for my claim stating that .... the wheel has been damaged by outside influences. This determination has been made based solely on pictures taken and submitted directly through the service/warranty department of my local ****** Jeep Chrysler Dealer. The dealer has performed an IN PERSON PHYSICAL assessment of the wheel and has CONFIRMED that there are NO marks, chips or impact to the wheel from external sources. As a result, the assessment provided by the dealer confirms that the issue is from a manufacturer's defect, as the issue is coming from BENEATH/UNDERNEATH the wheel's clear-coat. 

  It is very confusing and insulting that FCA Canada DOES NOT respect or rely on the assessment/report from the professionals of the dealer that sell their product. They are required to perform assessments prior to submitting warrantable claims since only valid warrantable issues can be submitted.

  There has been no objectivity on the part of FCA Canada with this case and COMPLETE failure to rely on a dealer that sells their product. Again, as stated in my case, I have the FULL SUPPORT of the service manager regarding this issue and requesting that FCA Canada consider their accurate assessment. 

  Of note, if the wheel was replaced it under normal circumstances, it would go back to the manufacturer who would then clearly see that the facts being stated here are accurate. NO EXTERNAL DAMAGE of any kind. As a customer, I am being 'wronged' by the manufacturer through failure to provide eligible warranty based on facts.

  It would be respectful if FCA Canada even reached out directly to the service manager to discuss this issue and then make an informed decision. This would be a fair course of action in an attempt to provide good customer service.

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

  Business Response

  Date: 03/06/2024

  We appreciate you bringing this matter to our attention again. We have advised the customer that the FCA's specialists have reviewed the request from the dealership and they determined that the damage to the wheel was caused by outside influences and the repairs aren't covered under warranty. Road debris can cause damage to the clear coat and cause corrosion to start. There is evidence of chipping on the wheels that can be seen on the attached picture.
  While we regret we could not provide a more favorable reply, we hope our customer can appreciate our position.

  Customer Answer

  Date: 03/06/2024

   
  Complaint: 21779474
  
  I am rejecting this response because:

  I am fully aware of the photos sent to FCA Canada for review by my dealer. The issue to which I have filed a claim ONLY pertains to the clear coat problem next to the red circle on the far left. The issue has NOTHING to do with the red circle on the far right. These MUST BE SEGREGATED. As I have stated in so many PREVIOUS communication attempts, the red circle on the far left IS NOT A CHIP ...  I repeat is NOT A CHIP!  Regardless of what the specialist interpret the photo to be. This area has been inspected and assessed by the local professionals at ****** Chrysler IN PERSON and WILL CONFIRM that what is portrayed in the photo is NOT A CHIP. While a picture is worth a thousand words as the cliche goes; there is NO SUBSTITUTE for in person assessment. To me; FCA Canada is hesitant to follow up with the dealer directly since they do not receive opposing information that there is no physical indication of outside influences. As a customer, I do appreciate **********************'s position on this and assessing what was presented, but to do due diligence completely on the matter; FCA Canada has failed tremendously by not using ALL INFORMATION they have access to in order to make a FAIR/INFORMED decision on this matter.

  WHY are FCA Canada so hesitant to reach out to the dealer for direct feedback based on their IN PERSON assessment? That's all I ask and failure to do so is failure to provide full satisfactory customer service. I feel they want to avoid hearing the actual truth of the matter that will support the claim and will subsequently have to honor this legitimate warranty claim. There is nothing to hide here and the photo that was assessed is very misleading based on my comments.

  Just to prove a point...   refer to the picture I have attached. Will specialist determine that the dog has wings? According to a full photo assessment (without using common sense) one assumes the dog has wings. It's there and very evident. An in person assessment will prove otherwise as it is a perfectly timed photo of a bird behind the dog.

  I am trying my best to establish the fact that the photo IS NOT the same as an IN PERSON assessment; no matter how many times you provide the decision over and over (only in a different way). All I ask is for FCA Canada to reach out to the dealer directly for consultation and make a FAIR ACCURATE decision. I do not think that is much to ask and would demonstrate the company's willingness to treat their customers fairly and respectfully.

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

  Customer Answer

  Date: 03/06/2024

  I am rejecting this response because:
  
  I am fully aware of the photos sent to FCA Canada for review by my dealer. The issue to which I have filed a claim ONLY pertains to the clear coat problem next to the red circle on the far left. The issue has NOTHING to do with the red circle on the far right. These MUST BE SEGREGATED. As I have stated in so many PREVIOUS communication attempts, the red circle on the far left IS NOT A CHIP ...  I repeat is NOT A CHIP!  Regardless of what the specialist interpret the photo to be. This area has been inspected and assessed by the local professionals at ****** Chrysler IN PERSON and WILL CONFIRM that what is portrayed in the photo is NOT A CHIP. While a picture is worth a thousand words as the cliche goes; there is NO SUBSTITUTE for in person assessment. To me; FCA Canada is hesitant to follow up with the dealer directly since they do not receive opposing information that there is no physical indication of outside influences. As a customer, I do appreciate **********************'s position on this and assessing what was presented, but to do due diligence completely on the matter; FCA Canada has failed tremendously by not using ALL INFORMATION they have access to in order to make a FAIR/INFORMED decision on this matter.
  
  WHY are FCA Canada so hesitant to reach out to the dealer for direct feedback based on their IN PERSON assessment? That's all I ask and failure to do so is failure to provide full satisfactory customer service. I feel they want to avoid hearing the actual truth of the matter that will support the claim and will subsequently have to honor this legitimate warranty claim. There is nothing to hide here and the photo that was assessed is very misleading based on my comments.
  
  Just to prove a point...   refer to the picture I have attached. Will specialist determine that the dog has wings? According to a full photo assessment (without using common sense) one assumes the dog has wings. It's there and very evident. An in person assessment will prove otherwise as it is a perfectly timed photo of a bird behind the dog.
  
  I am trying my best to establish the fact that the photo IS NOT the same as an IN PERSON assessment; no matter how many times you provide the decision over and over (only in a different way). All I ask is for FCA Canada to reach out to the dealer directly for consultation and make a FAIR ACCURATE decision. I do not think that is much to ask and would demonstrate the company's willingness to treat their customers fairly and respectfully.
  
  
  Sincerely,
  
  *******************

  Business Response

  Date: 06/06/2024

  We appreciate you bringing this matter to our attention again. We are currently in communication with our dealership that will perform another review of the rims with FCA.
  However any damage due to to outside influences is not covered under FCA's warranty.

  Customer Answer

  Date: 06/06/2024

   
  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.

  *****

  Good day

  I need to add that I am CAUTIOUSLY accepting the response from the business (FCA Canada) at this time in hopes that a satisfactory resolution will be the end result. Please note that if I deem any unfair assessments/judgements to be made on this case, I will proceed to engage the BBB again for further action. At this time, your willingness to work with the dealer is very appreciated.

   

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

• Initial Complaint

  Date:22/05/2024

  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.

  Vehicle engine . Purchased New last year. Engine turbo goes been replaced 6 time. Unable to drive. Monthly payment 1500 and the manufacturer chrysler stop making the engine. 6 to 8 weeks for parts to come in. They go to drive vehicle and turbo brakes again. Chrysler canada is not on the canadian motor vehicle arbitration plan. All other ***** Chrvy ***** all have but not Chrysler canada. How can this happen leaving no recourse for failing engine. Do we nor have agency to help consumers

  Business Response

  Date: 23/05/2024

  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 were not able to identify the vehicle in question. We attempted to contact the customer to request the *** #. Once we receive this information we will review to ensure that the vehicle is repaired as soon as possible. 

• Initial Complaint

  Date:16/05/2024

  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.

  16 May 2024 I own a 2021 ram 1500 rebel with ************************************************************************ **. This is the first inspection completed since I bought the truck. Upon inspection ; it was found that the brakes were metal to metal and the inspection could not be completed. Moving forward ; the truck was delivered to the same garage and job could not be completed due to some technical issue that could be only accessed by ***** . An appointment was made to Kentville dodge where the service was completed but at a cost .I have full warranty on my truck , and I fully understand brakes are not usually covered BUT I have had issues with the passenger side caliber previously which was corrected once I directed the mechanic on the issue at ******** in *********( worst garage , very shady) should be investigated on its own which I debated and was refunded ; but this time it looks like the same issue but caliber was said to be fine but rotors were not able to be reused and pads were worn out . This truck has less than 40k; it's unheard of personally to ever have to replace brakes . My previous truck was 90k before replacement . It seems this is a known issue with a ****** search of ram 1500 rear brakes .I am very displeased . I should not have to spend this amount of money this soon on a new vehicle . A call was made to the customer service for FCA and nothing can be done . Perhaps ; the issue should be corrected because brakes should not be wearing out this quickly . Again there was no sign of issue with regards to noise. I want this issue corrected by FCA for myself and all ram 1500 owners and a refund for the replacement parts and labor for something that shouldn't be needed replacement . *** knows this is a issue ; how could they not ; and it needs correction.

  Business Response

  Date: 22/05/2024

  We appreciate you bringing this matter to our attention . Our customer has been contacted and notified that the warranty for rear pads and rotors was 1 year or 20 000 kms whichever occurs first. This warranty has expired by time and kilometers.  Within warranty FCA Canada will not hesitate to assume the brakes repair costs. However, after the warranty terms have been exceeded, any charges are the responsibility of the vehicle owner. The vehicle is not subject to any recall. 
  Thank you for allowing us to explain the situation. 

  Customer Answer

  Date: 29/05/2024

   
  Complaint: 21721789
  
  I am rejecting this response because:

  I have spoken to the *** representative and even though some criteria have been met that exceeds warranty ; it still doesn't give me a reason as to why wear to not only my vehicle but many customers. Take a look; ****** rear brake issues on a 2021 ram 1500 and you will see many others like myself . When you are buying a *****k truck; you should be able to get more mileage than 38k km on brakes ; but for only rear brakes to be worn ; I would think that should raise a red flag. Now every location likely determines wear ; city driving ; opposed to rural etc but even that shouldn't be a failed inspection at 38k km. 

  I am not happy with the response ; it's out of warranty .

  Address the issue. Understand the consumers point of view opposed to the companies. We the consumer trust your product ; review the rear brake issue .
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 30/05/2024

  We appreciate you bringing this matter to our attention again. We have advised the customer that the brakes pads and rotors are wearable parts and their warranty has expired.  
  We have also advised the customer that this vehicle is not subject to any recall and FCA is not aware of any issues with the brakes on this model. Every recall is VIN specific. FCA analyses all repairs and customers complaints.  If FCA will determine that a recall is required FCA will notify the owners of the affected vehicles. 
  While we regret we could not provide a more favorable reply, we hope our customer can appreciate our position. 

  Customer Answer

  Date: 30/05/2024

   
  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.

  I would like to add that as a customer owning 3 rams and 1 Chrysler Pacifica ; I've always used there product  and even though most people are against rams and there deficiencies; I've always had good results ; because I take care of my vehicles. The brake issue is not just me ; look at online forums yourself and take note that perhaps something needs to be done. My last truck was 90k before any brake work. I live in the same area; travel the same roads ; and at 38k; it's unheard of with any of the vehicles I've owned from your company .

  I do appreciate everyones time and assistance and I really hope the manufacturer takes the time to review the issue with the rear brake system and premature wear .

   

   

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

• Initial Complaint

  Date:15/05/2024

  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 ************* has had issues from the day we bought it. It has been to two dealers now over a two month period. Towed 4 times. No one seems to know what the problem is. They keep saying it's electrical. We have paid a lot of money for this vehicle. It is not our fault that this is happening. Apparently dodge now can't even sell new Wagoneers because they are known for this problem. I believe dodge should have to compensate for this. When we bought this vehicle, we believed we were getting a new luxury vehicle that would last. All we got was a lemon that I now cant even drive to work.

  Business Response

  Date: 16/05/2024

  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 are currently in communication with the customer and our dealership and are working to repair the vehicle as soon as possible while minimizing any inconvenience to our valued customer.

  Customer Answer

  Date: 16/05/2024

   
  Complaint: 21716707
  
  I am rejecting this response because:

  This vehicle has had issues from day one. It's clearly a lemon. At this point, it has been in with service with a few different dealerships, and non of them have been able to fix it. 
  at this point I don't even want this vehicle back. It's almost at 60,000kn. Which means it won't have warranty after it hits that. So then I will be having to pay out of pocket to fix issues that are not my problem. 
  I want dodge to pay me out what is owed. 
  fair market value is not what I want, because dodge can't even sell brand new Wagoneers right now, so I'm assuming the market value is way below what we paid two years ago. 
  
  Sincerely,
  
  *********************

  Business Response

  Date: 22/05/2024

  We appreciate you bringing this matter to our attention again. 
  FCA Canada is committed to supporting the efforts of our authorized dealer body to address any confirmed vehicle deficiency. We are still working with our dealership  to repair the vehicle as soon as possible. We will continue to honour our warranty obligations; however, we must respectfully decline to ***** the request for a buyback.

  Customer Answer

  Date: 23/05/2024

   
  Complaint: 21716707
  
  I am rejecting this response because:

  I am paying $1200/month for this vehicle. 
  As of right now I am borrowing vehicles to go to work. I run a bakery. So every week I have to get supplies. I have to have a large vehicle like the one I'm making payments on to fit everything in. At the very least, I should be provided a courtesy vehicle until the matter is resolved.
  This problem is 100% on Dodge. Non of what is happening to this vehicle is my fault, or is due to wear and tear. This is a problem straight from the factory.
  

  It's so frustrating that I'm paying for this vehicle and haven't been able to use it for three months now and am just expected to deal with it. To sit back and wait for you to figure out what the problem is, when non of your mechanics have a clue what the issue is. 
  

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

  Customer Answer

  Date: 23/05/2024

   
  Complaint: 21716707
  
  I am rejecting this response because:
  
  I am paying $1200/month for this vehicle. 
  As of right now I am borrowing vehicles to go to work. I run a bakery. So every week I have to get supplies. I have to have a large vehicle like the one I'm making payments on to fit everything in. At the very least, I should be provided a courtesy vehicle until the matter is resolved.
  This problem is 100% on Dodge. Non of what is happening to this vehicle is my fault, or is due to wear and tear. This is a problem straight from the factory.
  
  It's so frustrating that I'm paying for this vehicle and haven't been able to use it for three months now and am just expected to deal with it. To sit back and wait for you to figure out what the problem is, when non of your mechanics have a clue what the issue is. 
  
  
  
  Sincerely,
  
  *********************

  Business Response

  Date: 23/05/2024

  We appreciate you bringing this matter to our attention again. We advised the customer that FCA provides tech support to the dealership to repair the vehicle and a rental can be provided by the dealership upon the customer's request. 

• Initial Complaint

  Date:14/05/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  DO NOT BUY! We have had one of the worst experience with ********. We ordered a 2023 3500 dually night edition Laramie Level 2 back in early 2022. It showed up June of last year and we have had nothing but problems! DEF issues, the cab is literally leaking and drips oh the driver in the rain, runs down the passenger corner rear headliner, and runs down the driver side ****** down into the dash, dash display not working, 12" display problem. Not including the horrible paint problems chipping and flaking. This is our FOURTH NEW ram and dodge since 2019 (nearly $500,000 spent on new vehicles) with no problems then this 3500 has issues and FCA is leaving us hang out to dry. I was hauling a load yesterday and I thought the truck was going to light on fire there was such a horrible electrical melting smell inside the cab that the kids and I had to drive with windows down while the dash display was wigging out.After numerous calls to FCA customer care (them keep on telling me the supervisor will get back to me in 1 business day and nothing), and or local dealership trying to get FCA fix the issues after diagnosis, they won't call me back. This truck isn't even a YEAR old with less than 60,000kms! Like what the hell! I do not recommend RAM trucks to anyone, buy a Chev or GMC.PS: If you're from FCA (RAM) and you're reading this, the last six on vin are ******. You can figure it out, get someone to get ahold of me, and fix this truck before it literally lights on fire going down the road sometime and you get sued for gross negligence! Unbelievable. I will definitely be recommending to ALL PRCA and CRPA contenstants (or anyone else in rodeo) not to buy a ram, or any other FCA vehicle for that matter.

  Business Response

  Date: 16/05/2024

  We appreciate you bringing this matter to our attention. We have contacted the customer and advised to return to the dealership for repairs and  that FCA is committed to repair the vehicle as per FCA standards. We have notified the dealership about the concerns. 

• Initial Complaint

  Date:01/05/2024

  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.

  Hello. My vin is *****************. I bought this 2020 Jeep Wrangler from ******************** and have about ********************************************* 2023 and noticed corrosion on the hood. I went to Cranbrook Dodge for warranty coverage. The warranty advisor sent me to two different chrysler approved body shops for estimates, and the lowest estimate was submitted to the warranty company. The following is the email communication "Chrysler has come back to me rejecting the claim, but have indicated for me to reapply with the labour hours that their system will cover. Chrysler has indicated for me to reapply for labour covering up to 7.3 hours. The total hours on the High Caliber estimate is 13.7 hours. They are not giving any hassles with the cost of the hood. So, here are our options: I can submit a request for the approval of the part(s) with the 7.3 hours of labour. That would leave a short fall of 6.4 hours (labour rate is $85.16/hr + tax) which would then be customer pay. I confirmed with ******* at ************ than this is something they could do on their invoice.If this is the option you would like I will prepare another request for approval. Get another quote from a different body shop. We have been using Craftsman Collision in *********."I have obtained this warranty information from FCA regarding the warranty coverage for corrosion that states "For 3 years, regardless of distance driven, your Corrosion Warranty covers any body sheet metal panel which develops a hole caused by corrosion. In addition, outer body panels are covered against holes caused by corrosion up to 5 years or ******* kilometres, whichever occurs first. An outer body panel is a sheet metal panel which can be seen while walking around the vehicle, and which is painted body colour. This warranty applies only to holes caused by corrosion. Cosmetic or surface corrosion (resulting from stone chips or scratches in the paint, for example) will not be repaired under this warranty. If corrosion damage is obviously neglected and allowed to worsen until a hole develops,this warranty will not cover the repair"There is nowhere on publicated documentation that I could locate that FCA will only cover a certain amount of repair estimate, with the remainder to he customer pay. I was referred to a man named ***** with FCA, who refused to provide any written communication, but only verbally stated that FCA will only pay for 7.3 hours of labour and the cost of the hood, but that I am required to pay the remainder amount of about $600. My understanding is that a warranty is still applied to my vehicle. There is no documentation that was provided to me from the dealer, or FCA, that states that warranty repairs are only partially covered with the remainder of the money being paid for by the customer. This is not a good, honest business practice. The public needs to know that warranties provided by FCA are actually up to interpretation by the warranty company, just because warranty coverage is offered, does not mean that the costs are covered and that the consumer can and should expect to pay for "warranty coverage". I am seeking that FCA honour the warranty they publish and offer to customers, and cover the entire claim, rather than me having to pay out of pocket $600.00.

  Business Response

  Date: 01/05/2024

  We appreciate you bringing this matter to our attention. We have contacted the customer and advised that we are currently working with the dealership to ensure that FCA warranty is honored and all warranty repairs are covered. 

  Customer Answer

  Date: 01/05/2024

   
  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,
  
  ***********************