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:03/04/2024

  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.

  I have a 2012 **** 500 sport and at the beginning of Dec/2023 there was a problem with clutch not wanting to shift and luckily made to a dealership to get looked at. The problem was a clutch pedal recall which they couldnt fix because they werent authorized to do the work so I had to get it towed to an authorized dealer across town and was told in two weeks the part would be in. Its been changed to end of Dec then end of January then middle of Feb then the end of Feb then the middle of March and now the end of March. There isnt any end in sight to this nightmare. I still have to pay insurance on a car that shouldve been fixed already. This is not good customer care. To think I was thinking of buying a newer car from this company but not now. ????

  Business Response

  Date: 04/04/2024

  We appreciate you bringing this matter to our attention. We are sorry about 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.  We have advised the customer that FCA is reviewing and is working to provide the parts to the dealership to repair the vehicle. 

  Customer Answer

  Date: 07/04/2024

   
  Complaint: 21527546
  
  I am rejecting this response because:
  I am still not being contacted about repair. Why is it I have to initiate to find out whats going on and Im not being updated on whats happening. The lack of communication at the dealership is unacceptable and has been an ongoing issue for months on end. Why is the company not able to give a definitive date of delivery to the part in question. This is their company and should know about the manufacturing aspect of their car parts. In the mean time Im not informed and continue to pay insurance on the vehicle and question whether the car will ever be fixed and not offered any alternative to rectify the situation like offering a loaner vehicle.
  
  Sincerely,
  
  *******************

  Business Response

  Date: 10/04/2024

  We appreciate you bringing this matter to our attention again. We have attempted to contact the customer to advise that FCA is working to obtain the parts and the order has been placed in the highest priority. We will follow up with the customer once we have a firm ETA on the parts. In the meantime we appreciate the customer's patience. 

  Customer Answer

  Date: 11/04/2024

   
  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:16/03/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased my vehicle and may of 2022. 2 weeks Later I was turning a corner The truck applied the parking break and shifted itself into park. Because it was a new vehicleI thought I hit something underneath the dash. I restarted my truck and carried on. Since this incident The truck continues to have random shutdowns. You cannot pinpoint the exact time or place. It's going to happen. I have had this vehicle into Dodge multiple times approximately 17 Times, Never can they find a problem. And very seldom, is there even a code. I have called FCA multiple times they tell me to get a diagnosed, however, at no time has ***** been able to recreate the issue. Multiple Calls to FCA where I am told it's not their problem. This truck has Totally died in the middle of an intersection with my grandchildren in the truck, it has stalled across 2 lanes of traffic on a major highway the bottom of a ***** ** heaven forbid a tanker would have came over that hill I would be dead. This one scared the heck out of me. When I called FCA about this Incident They told me it's not their problem and if it does it again I need to get a diagnosis. Since purchase, this truck has been in the Dodge dealership approximately 17 times The stalling issue is an ongoing issue. This vehicle has left me stranded where it wouldn't detect a key fob. I had to have it towed in. It did a partial shutdown where I couldn't start it nor could I turn it off. This I have a video of, however it is too large to upload as evidence. I paid a $107000. For a vehicle that is a nightmare. The negative equity in this truck because it is now worth only $50000 is not financially feasible to trade in. Dealing with this truck given me insomnia as well as stress headaches and every time I go to get behind the wheel I Experience PTSD. I have no choice but to drive it as I live out of town and have a job. but I know every time I get behind the wheel I put my life as well as the life of everyone on the road in danger.

  Business Response

  Date: 18/03/2024

  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 in case of an identified defect however no repairs can be performed if no defect was identified. 
  We realize that service of an intermittent condition can become frustrating to both the vehicle owner and the servicing ********** is often difficult to reproduce an intermittent condition in order to pursue an investigation. We recommend that the vehicle be brought to the dealer at the time the symptoms described are occurring and can subsequently be assessed. The dealer has access to FCA's technical support team. 
  
  

  Customer Answer

  Date: 18/03/2024

   
  Complaint: 21442357
  
  I am rejecting this response because:

  The customer representative that I talk to told me that I need to take my vehicle to Dodge to have a decision at the time of my complaint. My truck was in the ************* Bay. And was currently being ripped apart. This vehicle has had issues since 2 weeks after I purchased it. I feel that I have been patient.  Not only has this vehicle with this intermittent stalling, put me in danger, it has put my grandkids in danger and I feel that FC.A has no regard for that. I explained to FCA that this vehicle is a hazard on the road. She told me the next time that I stall regardless. On where it is. I am to Call a tow truck and have a towed to dodge.  She then said I am to leave my vehicle there.Pay for the fuel for a dodge associate to run around in pay my truck payments and pay my insurance and find my own way of transportation until they can recreate the problem. She told me that Even though the truck puts me in a dangerous situation I am to phone a tow truck. And if I am hurt the associate has stated that they are not responsibleven though I have brought it to their attention multiple times.  I just Want a reliable vehicle. A vehicle that I'm not afraid that I'm not gonna make it home when I get behind the wheel. I feel when you purchase a vehicle from a company.They are somewhat responsible For the safety of your vehicle.  FCC A's not my problem.Attitude is very concerning.  I know that this issue doesn't happen in only my vehicle.To find this out, all you have to do is read the Dodge forums.Or even the complaints previous to this 14 that matter.  The associate said that she was not aware but I know that is not true.  I just would like my money refunded so that I can go elsewhere and buy a vehicle I can rely on.

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

  Business Response

  Date: 19/03/2024

  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. A concern must be duplicated in order to be repaired. We will continue to honour our warranty obligations; however, we must respectfully decline to ***** the request for a buyback.  There are no outstanding recalls on this vehicle. Should the vehicle be involved in a future campaign, the customer will be notified by mail.

  Customer Answer

  Date: 19/03/2024

   
  Complaint: 21442357
  
  I am rejecting this response because:

  Waiting until something catastrophic occurs is not a desired outcome.  With my vehicle in this state i cannot complete farm activities that take me out of town and possibly riskes involved with becoming stranded without cell service.

  I have had to change the feed supplier i used. Borrowed or caught a ride with people to attend farm meetings.  Amoung other things.  

  the responce from FCA is not an acceptable solution.
  
  Sincerely,
  
  *****************************

  Customer Answer

  Date: 20/03/2024

  I would like to know how this is a good faith effort?  *********** has sold me a vehical worth ******* that i cant use as intended.    This vehical is a lemon.  I have been to the dealer ship on average once a month at least since purchase. The vehical has been towed into the shop when it had a spaz outside a shopping mall and wouldn'tdetect my keys.  has left me stranded in the middle of an intersection with my grandchildren in the vehical. The dealership had to come to the intersection to get it started. The vehical has stalled across 2 lanes of traffic on a major highway.  Thankfully thet instance i was able to reset the vehical. This vehical has had a "glich" where it wouldnt start but it wouldnt power down either.  This i have on video. Evertime there is no codes detected.   Everyday i wonder if today is the day its going to put me or someone else in danger.  i cant get rid of it due to the negitive equity. I cant drive it anywhere that might not have cell service because i dont know when its going to act up.  I live 35 minutes out of town in a **** area.  95% of my driving is pavement and major hiway. What am i to do with this deathtrap of a vehical while they figure it out?  

• Initial Complaint

  Date:15/03/2024

  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.

  ***** knowingly painted over the grounds in the engine bay of Dodge Darts at the factory, specifically the one from the fusebox to the drivers side of the engine bay. I was recently made aware of this issue from the Dodge Dart Forums as it certainly explains many of my concerns with my vehicle that started the day I picked it up brand new (insured with 31km after test driving). I messaged FCA and they said that since it wasn't brought up within the first 3yrs/60k it won't be covered unless it becomes a recall. How can it become a recall if they refuse to acknowledge their own fault. They sold these vehicles from 2013-2015 then discontinued them, they clearly have 0 intention of fixing the mistakes they made during the production of Dodge Darts leaving owners to fix mistakes they made in design/factory. Unacceptable.

  Business Response

  Date: 18/03/2024

  We appreciate you bringing this matter to our attention. Our customer has been contacted and notified that within the warranty period FCA Canada will not hesitate to assume battery and grounds repairs costs. However, after the warranty terms have been exceeded, any charges are the responsibility of the vehicle owner. The warranty coverage has expired by time and kilometers and the vehicle is not subject to any recalls. Every recall is VIN specific.

• Initial Complaint

  Date:08/03/2024

  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.

  Dodge hornet 23 gt track pack purchased July 22, 2023.First week of ownership, speaker and forward collision light were faulty. Still as of to date, the forward collision and cruise control stops working which becomes dangerous at highway speeds since it slows down quickly.Noticed rear diff leak which is still yet to be properly diagnosed.Coolant leak has finally been found and covered. Engine rough idle/misfire is becoming worse. Transmission/drive line Is faulty as it makes a noise indicating it's on its way and causes rough shifting. Alignment from factory was out of "spec" being that no specs were given to the shop at the time of alignment being covered under warranty at 10,000km. At that time, the tires were deemed done for as they had wore improperly. They were rotated to help with excessive toe and camber wear. Michelin will not cover it under warranty due to it being mechanical. That is why the alignment and rotation were done at 10k. Would appreciate if FCA would cover part of a new set even for cheaper tires than the original tires.Lug bolts have swollen, was told by tire shop March 4th, 24. I had seen it with my eyes prior to removal and after installation of tires; the caps were swollen. brought to an FCA dealer, they blamed last shop for damaging those bolts. Though after speaking with other FCA dealers, and the shop, it's known for the caps to be swollen over time, though not this early.Axles were not snapped into place properly from factory said one dealer and could have came apart. After that being fixed, it seemed to drive better for a day and then symptoms appeared again.Tail lights have condensation and takes a while to disappear. ****** said they can only work on one claim at a time. As I need a vehicle, km will be past warranty before completing full diagnosis. Side sensors are faulty and active randomly.Cannot start car at times as key is not detected. Door handle freezes open and on warm days still refuses to close properly.

  Business Response

  Date: 11/03/2024

  FCA Canada is committed to supporting the efforts of our authorized dealer body to address any confirmed vehicle deficiency. Our dealers have access to technical support from FCA Canada.  We will continue to honour our recalls and warranty obligations; however, we must respectfully decline to ***** the request for a replacement of the vehicle. 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. 

  Customer Answer

  Date: 11/03/2024

   
  Complaint: 21404594
  
  I am rejecting this response because: FCA had called prior to writing a response. They kept running in circles how defects needs to be found by a dealer. The dealer is aware and has denied warranty even though it is a defect. FCA also refuses to accept the fact that the tires were worn out due to the vehicle poor alignment from factory and only caught at the first oil change. 

  FCA also refuses to help in any way possible to have a list of diagnosis done before end of warranty due to km. They suggest that I leave the car with the dealer for an extended period of time. They refuse to help in anyway to cover some costs of a rental or anything even while vehicle is in for repairs. 

  Ultimately, I am not happy with the service they provided. Their answers are always to deal with the dealership even though their hands are tied because of head office. 

  Would never go with this brand or company again. Also wouldn't recommend it especially since service is better almost anywhere else. If circumstances change, opinions may change as well. For now, no resolution has been found and still hoping to have all the safety issues addressed. 
  
  Sincerely,
  
  *******************

  Business Response

  Date: 12/03/2024

  We appreciate you bringing this matter to our attention again. We have advised the customer that the only way for the vehicle to be repaired is by bringing it to any *** dealership. They have trained technicians and are able to repair any issues with the vehicle. However the warranty only covers manufacturer defects. The dealers are able to inspect and determine if an issue is due to a defect or not and *** relies on *** dealer's diagnostic. We have also advised the customer that the *** warranty doesn't cover the tires and the servicing *** dealership didn't find any issues with the vehicle that would cause abnormal tires wear. Also we have advised the customer that *** warranty doesn't cover for a rental vehicle or any other consequential expenses. 

  Customer Answer

  Date: 12/03/2024

   
  Complaint: 21404594
  
  I am rejecting this response because: the current dealership servicing the car has only diagnosed the vehicle for current and recent claims made. The current dealer is not aware of any issue prior to ******** Previous dealers authorized through FCA have looked the vehicle prior to January dating back to July of 23. The two dealer were Bayside ********************* and *******************************. ****** ********* was aware of tire issue and the cause being alignment. I tried to explain that during our brief conversation over call. **************** was aware of safety issues related to cruise control, forward collision and other concerns. All were covered and "repaired" though not fully fixed as the issues still appear. According to any dealer, they are not able to replace certain parts as stated in TSB. 

  The main solution I am hoping for is to have diagnosis done sooner than later. The vehicle cannot be left with a dealer as I need the vehicle daily to travel. I do not mind taking a day off and sit at a dealer if they can do more than one diagnosis. However, they state that FCA policy doesn't allow such thing to be done. The dealers are allowed to diagnose one thing at a time and open a claim for one warranty item at a time. Why can FCA not allow the dealer to run multiple diagnosis and document the issue that would be covered before km is reached. 

  Overall, if proof is needed that the alignment from factory was the cause, I can get that proof for them. And as for the assistance; it would be appreciated if FCA can work with a dealer and myself that is agreed upon to run the diagnosis to have it documented and then proceed with *** be covered under warranty. Otherwise, the dealers focus will be on parts that have less warranty coverage. 

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

• Initial Complaint

  Date:08/03/2024

  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.

  On June 28, 2023, our 2022 Ram 3500 had a transmission failure with ***** km during a vacation in a remote location in *****, ****** with our 5th wheel travel trailer. The vehicle was towed to the nearest town, ******* **, 350 km away. We were told to wait at our campsite in ******************* until the vehicle was diagnosed and they would get back to us in a couple of days. We did not hear back from FCA Canada so we contacted two companies to have our 5th wheel trailer towed to Terrace and neither were able to for at least 5 days so we hired a fellow camper to tow our trailer to Terrace for $900. We managed to secure a campsite in Terrace near the dealership and were informed that the part was on back order and may not be available for 45 days. As this was not acceptable to us, we requested a new transmission and that was considered by FCA but eventually denied due to cost. The Regional Sales Manager was on vacation, so the parts procurement was delayed by a week due to this and as it turns out, no one could source the parts. We eventually contacted the dealer where we purchased the vehicle and they had the parts and agreed to ship them from ******* to Terrace. The truck was eventually repaired and we were back on the road on July 22, 2023. Our vacation was ruined and we incurred additional expenses and were delayed by 12 days returning to our home. We submitted expenses to FCA Canada for the $900 towing fee, $990 campsite fee and misc expenses totalling $2,443.78, which have all been denied on March 1, 2024. The entire process has been nerve racking & frustrating with countless unreturned calls, several case managers assigned to us and the inability to speak to a manager and then finally a denial after 8 months of trying to get a resolution. We are seeking a refund of expenses we incurred.

  Customer Answer

  Date: 08/03/2024

  Our major concern is FCA Canada left us stranded in a remote location and is not willing to pay for a tow that we arranged because the invoice is not official.  As this is a remote location, there were only two towing companies and both were unavailable for a week so we hired a private individual.  If we had not towed our trailer to Terrace, FCA Canada would have had to have our Ram 3500 towed back to ******* so they would have incurred a towing fee anyways.  Our second concern is that our preplanned vacation was ruined and we had to spend an additional 12 days away from home and yet FCA Canada is not willing to pay for the campsite fees or any other expenses.

  I have attached a letter and list of expenses that were submitted to FCA Canada.

  Business Response

  Date: 12/03/2024

  We appreciate you bringing this matter to our attention. We have advised the customer that the concern is under review and we will follow up once there are updates. However we note that FCA Canada will not hesitate to honor the warranty but none of the FCA Canada warranties cover incidental or consequential damages such as loss of use of the vehicle, loss of time, inconvenience, commercial loss, loss of income, etc. 

  Customer Answer

  Date: 14/03/2024

  We have received an offer from FCA Canada, however, it is significantly lower than we requested.  What are our options if we do not accept their offer?  Is there an opportunity to escalate this to another level?  They are disallowing an expense as we do not have a business invoice, the invoice submitted was from an individual that we hired to move our fifth wheel trailer from a remote location that we were stranded at to the *************** where our new Ram 3500 was undergoing warranty repairs.  We had gotten two quotes from towing companies, but they were unable to move our trailer for a week and we had to vacate the campsite we were staying at so we had no other option than to hire a fellow camper.  FCA would have had to pay to have our Ram 3500 returned to us once it was repaired, so we feel that they are being unreasonable in their denial of paying for the towing fee because of the type of invoice.

• Initial Complaint

  Date:07/03/2024

  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.

  it's a lemon, day one. three times back to dealer to fix wipers not working. four months later a recall was issued for this problem, was not reimbursed for my out of pocket cost. car doesn't even have 50k on it, the head gasket goes. car was at dealer for a week, cost me 400$ to rent a car. get it back next day it's leaking coolant and oil, take a closer look air intake wasn't connected engine cove loose mad gard flopping. file complaint was never contacted back from FCA. no other dealer will look at it, because this other dealer did the work.

  Business Response

  Date: 07/03/2024

  We appreciate you bringing this matter to our attention. The case manager and our dealer attempted to contact the customer to advise that  ********************** 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 buyback. 
  All workmanship concerns must be addressed with the dealership directly. Each FCA dealer is independently owned and operated. We have advised our dealership about customer's concerns. Customer may contact the service manager from the dealership. 

• Initial Complaint

  Date:05/03/2024

  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.

  In 2022 I noticed rust bubbles on my 2018 jeep that purchased brand new from a dealership on Vancouver Island. I went to the local chrysler dealer who informed me it was a warranty issue. They photographed and forwarded to chrysler Canada for repair . They said they would but only at a chrysler shop which tthe only chrysler bodyshop on van. Island is in ********** 200 kms away. I informed them I would need a vehicle while repairs were ongoing. They said they would look into that. My case worker at CC is *************************. She repeatedly will not call me back and just apologizes. She has gone as far as saying she can't handle her job. I requested a new case worker but receievd no replies. I asked to speak to her manager but they say we have go thru **** who won't take any calls. Dead end. No one will call me back, no one will give a final approval. I have no other options left than to contact bbb. Numerous messages have eem sent and left for her with no reply. This has been going on for 2 years. I just want my car fixed. Please help me.

  Business Response

  Date: 06/03/2024

  We appreciate you bringing this matter to our attention. We are sorry about the concerns experienced with the vehicle and with the delay in our response. The file has been reviewed and the case manager followed up with the customer and referred him to a local FCA dealership for repairs. 

• Initial Complaint

  Date:23/02/2024

  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 are waiting for over a year now to get the mandatory safety recall Z46 (2022-303) done on our RAM 1500. We are unable to use the truck for safety reason and it is sitting in our parking lot. We are a business and have a responsibility to keep our employees safe. It is time RAM (FCA) gets the problem finally resolved and we can use the truck again. We are on a waiting list with the dealership **************** in ******. Based on their feedback they get only one part per week for the recall. Doing the math, at the current rate they only repair 52 cars a year. It will take years before our truck would be fixed. We contacted RAM (FCA) serval times, but they refused to talk with us.

  Business Response

  Date: 27/02/2024

  We appreciate you bringing this matter to our attention. We have advised the customer that ********************** is very sensitive to the consequences of recall Z46 (high pressure fuel pump) delay and as a result, we are attempting to minimize delivery time to our dealers. FCA is making every effort to provide the recall remedy as quickly as possible, and will send another recall notice in the mail when the remedy  is available.  Once they receive the follow up recall notice, they may contact any FCA dealer to arrange completion of this service, at no charge .
  In the meantime, if there are any issues with this part please contact any FCA dealership for a diagnosis. They can determine if any repairs are required and can review for a interim repair until the recall remedy becomes available. We would appreciate your further patience.

  Customer Answer

  Date: 27/02/2024

   
  Complaint: 21335677
  
  I am rejecting this response because: I verified it is actually over 18 months now. For a "safety" recall it is unacceptable. We cannot drive the car and we cannot sell it either. 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 28/02/2024

  We appreciate you bringing this matter to our attention again. We regret all the inconveniences caused by the recall Z46. We have advised the customer that *** is aware of the recall and is working to provide a remedy and will send a follow up letter when the remedy becomes available. In the meantime if the vehicle is not drivable due to this part's failure the customer may contact the *** dealership for a diagnosis and interim repair.

  Customer Answer

  Date: 28/02/2024

   
  Complaint: 21335677
  
  I am rejecting this response because: It is not a solution for us. We cannot drive the truck for safety concerns. Our legal team advised not to use the vehicle until the recall repair has been done.  We would like to have a timeline from FCA when the recall repair will be done. 18 months should be enough time to manufacture a sufficient amount of parts to fulfill the recall. So far we can see it, FCA has no solution. Technically speaking they sold a defective product and have no willingness to fix it. 
  
  Sincerely,
  
  ***************************

  Customer Answer

  Date: 29/02/2024

  
  Complaint: 21335677
  
  I am rejecting this response because: It is not a solution for us. We cannot drive the truck for safety concerns. Our legal team advised not to use the vehicle until the recall repair has been done.  We would like to have a timeline from FCA when the recall repair will be done. 18 months should be enough time to manufacture a sufficient amount of parts to fulfill the recall. So far we can see it, FCA has no solution. Technically speaking they sold a defective product and have no willingness to fix it. 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 01/03/2024

  We appreciate you bringing this matter to our attention again.
  *** is aware of the recall Z46 and is working to send parts to all the *** dealers.
  We have confirmed with **************** that the customer is on their waiting list. They will contact the customer once they have the parts for his vehicle.  We have advised the customer that in the meantime if the vehicle is not drivable due to this part failure to contact the dealership for diagnosis and interim repairs. 

  Customer Answer

  Date: 05/03/2024

   
  Complaint: 21335677
  
  I am rejecting this response because:  Waiting for over 18 months for a safety recall is not an acceptable a response. You should able to provide us a timeline when we can expect the repair to be done. You know how many parts you manufacturer every months and you know how many cars have to be fixed. You should be able to tell us (+/- one week) when you can fix the car. What is the purpose of a safety recall if the business has no willingness to fix the problem in a timely manner? We will see if we can get a statement from the ******** of **************************************************************************

• Initial Complaint

  Date:21/02/2024

  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.

  I purchased a 2021 ram 1500 in September of 2022 and paid $3,662 for warranty i traded my truck in for a newer ram on 1500 Feb 03 2024 and upon looking at my paperwork i paid another $4,250 why is it i had to pay again and remaining of warranty wasnt transferred? Im ready to cancel my warranty if this is the case

  Business Response

  Date: 22/02/2024

  We appreciate you bringing this matter to our attention. A service contract that extends the warranty is specific to one vehicle and is not transferable from one vehicle to another one. As per the terms and conditions the service contract can only be transferred to all the subsequent owners of the same vehicle if the transfer is applied within 30 days of the sale.

• Initial Complaint

  Date:14/02/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hi,My Chrysler Pacifica Hybrid 2018 (VIN: *****************) has been in ************* dealership at ******************************************************************************. since Jan 24 2023. This is because of a recall to update the software from the battery pack. The recall was supposed to take 1-2 days and it ended up more than 3 weeks. The technician at the dealership informed me that he failed to update the software at the battery pack and the Chrysler engineer asked him to retry the update. He did try update in the past 3 weeks and still waiting for the next steps from the engineer. He said that he may need to replace the battery but the engineer was asking him to retry because the battery was restricted part. If there is fault on the battery pack, would Chrysler please get it replace ASAP and have the existing battery pack for your engineer investigation. There is no point on asking the technician to retry updating the software, hoping it would be successful. There is no point on asking the customer to wait and hoping that magic will happen. And this non-ending waiting is making me frustrated and have given me, my wife and my kids a negative impression on Chrysler vehicle, especially on the after sales services. I am hoping that Chrysler would get this resolve ASAP. Thank you very much

  Business Response

  Date: 16/02/2024

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

  Customer Answer

  Date: 16/02/2024

   
  Complaint: 21292349
  
  I am rejecting this response because:  The response is just an acknowledgement.   I would like to know what FCA Canada have done to help to resolve the issue.  For example, what have you done to communicate with dealership and engineer.  Did you call them and when?  What did they say? What is the action item and conclusion?  What have you done to ensure that I get my vehicle ASAP?
  The response contains no content and hence I am not satisfied.  
  
  Sincerely,
  
  *********************

  Business Response

  Date: 21/02/2024

  We appreciate you bringing this matter to our attention again. We have advised the customer that we are currently reviewing this concern with our technical support team and we will follow up with the customer as soon as we have updates.

  Customer Answer

  Date: 26/02/2024

   
  Complaint: 21292349
  
  I am rejecting this response because:
  The response was just an acknowledgement and there is no concrete evidence that the complaint has been taken care seriously.  
  
  Sincerely,
  
  *********************

  Business Response

  Date: 29/02/2024

  We appreciate you bringing this matter to our attention again.
  FCA is committed to having the vehicle issues resolved. Unfortunately, the FCA engineer working the file has been off. We have engaged in a new engineer to handle the file and that engineer has since reached out to the dealership on 2/28/24 to help resolve the issue. 

  Customer Answer

  Date: 01/03/2024

   
  Complaint: 21292349
  
  I am rejecting this response because:  the issue has not been resolved.  
  

  I would like to know what is the result of the engineer diagnosis.  
  the problem is that the battery software update failed.  And the dealership and the engineer have been trying various ways to make the software update successful.   
  Is there a timeline, process from FCA Canada on deciding the battery is faulty and replace a new one?   
  

  it has been more than a month since I brought the car in for recall and more than 2 weeks since I filed the complaint    However, it seems like I receive nothing concrete that the fix is in progress.   I am only getting acknowledgment that someone will help or look into.  The estimated time for the recall is 1-2 days and it is now 1 month.   Also, the recall said that FCA Canada will replace the battery if required.   None of the above happened.  FCA Canada is prolonging the wait, unrealistically hoping that the engineer will be able to fix it, refusing to replace the battery, taking the customer service as low priority   
  

  I would suggest FCA to replace the battery ASAP, send the faulty battery to factory for further investigation instead

   

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

  Customer Answer

  Date: 04/03/2024

  
  Complaint: 21292349
  
  I am rejecting this response because:  the issue has not been resolved.  
  
  I would like to know what is the result of the engineer diagnosis.  
  the problem is that the battery software update failed.  And the dealership and the engineer have been trying various ways to make the software update successful.   
  Is there a timeline, process from FCA Canada on deciding the battery is faulty and replace a new one?   
  
  it has been more than a month since I brought the car in for recall and more than 2 weeks since I filed the complaint    However, it seems like I receive nothing concrete that the fix is in progress.   I am only getting acknowledgment that someone will help or look into.  The estimated time for the recall is 1-2 days and it is now 1 month.   Also, the recall said that FCA Canada will replace the battery if required.   None of the above happened.  FCA Canada is prolonging the wait, unrealistically hoping that the engineer will be able to fix it, refusing to replace the battery, taking the customer service as low priority   
  
  I would suggest FCA to replace the battery ASAP, send the faulty battery to factory for further investigation instead
  
   
  
  Sincerely,
  
  *********************

  Business Response

  Date: 05/03/2024

  We appreciate you bringing this matter to our attention again. Please note that we do not provide assessments or technical assistance by correspondence or over the phone. Any technical information from FCA Canada is distributed to our dealer network. Our dealership is currently working with our technical support team to repair the vehicle as per FCA's specifications. We have to refer the customer to the service department from the dealership for any technical inquiries about this repair. We will follow up with the customer once we have updates on the timeframe of the repair.

  Customer Answer

  Date: 05/03/2024

   
  Complaint: 21292349
  
  I am rejecting this response because:
  There is no update provided from the response. 
  

  please provide more concrete details on what has been done and that FCA Canada is trying to get my minivan fixed ASAP.  

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