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:23/11/2023

  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.

  Nov 12, 2023, we did a maintenance service in ******* Chrystler Dodge Jeep Ram store, after that, we found the start/stop engine light on, but the car still works and I can still drive. Then I checked battery and screen, all good, today I went to charge the battery, and found wires connected to battery were cut out on purpose. The wires were hidden in, normally we could not see them and find the issue. I made the complaint and requested you to investigate the issue. It's scared and horrible for us to make a maintenance service, and I purchase life maintenance oil change service package. It looks so scared to happen this things to me, and next time it might occur other big problems if you don't do anything or research it.

  Business Response

  Date: 24/11/2023

  We appreciate you bringing this matter to our attention. We have advised our customer 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. Workmanship concerns must be addressed with the dealer directly. We have contacted the dealership and notified their service manager. In order to review the concern the customer must bring the vehicle back to the dealership for an inspection to determine the cause of this concern. 

• Initial Complaint

  Date:22/11/2023

  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.

  2022 ******************** purchased by my mother new April 13, 2023. I am acting on her behalf and have consent to do so. Vehicle has been brought in for repeated servicing, related to the screen/computer display of the vehicle not working. Visits have required resets to the computer and now in the third time we are dealing with this, we have been advised that this is a known problem to Chrysler, for over the last six months. At no point has this been communicated, and the service manager has advised that ******** has directed that they not replace the screen, as it may not repair the issue that is affecting various models. Have tried for three days to contact Chrysler, only be told there is a service disruption and no representative is available to take calls. Online submission has also been submitted with no response. Based on this not being disclosed as a potential issue at the time of purchase or during the first two service attempts, the credibility of Chrysler is lacking. The inaccessible support to address concerns also does not provide any confidence in this organization and my mother not longer wants to deal with this vehicle, waiting for a possible resolution. The dealership will offer $34000 for the vehicle, resulting in $20000 in negative equity for a retiree on a fixed income. $20000 is an unreasonable depreciation for a vehicle purchased seven months ago, from a dealer who is aware of the technical issues.

  Business Response

  Date: 23/11/2023

  We appreciate you bringing this matter to our attention. We have contacted the customer and advised that FCA is working on a fix  to resolve the radio concern. FCA Canada is committed to supporting the efforts of our authorized dealer body to address any confirmed vehicle deficiency. We will continue to honour our warranty obligations; however, we must respectfully decline to ***** the request for a buyback or trade in. 

  Customer Answer

  Date: 23/11/2023

   
  Complaint: 20907742
  
  I am rejecting this response because:

  The *** shirks any responsibility and places it back on the dealership, identifying that they have nothing to do with any return or trade in value for this vehicle. The dealership is expected to shoulder the responsibility for the ***s non-existent customer support, citing system issues. The caller from the *** wasnt even aware that there was no option to speak with someone at *********************** The *** directs the dealership to not replace a part citing cost and that it will not fix the problem, and that they expect a resolution by the end of the fourth quarter. This has been an issue for over six months and is not acceptable! There is no recourse for the consumer and they are stuck with these issues with no guarantees there will be a timely resolution. The most reasonable outcome in this situation is to take this vehicle back, certainly not with a $20k depreciation in seven months. Why should the dealer be the one expected to deal with this cost when they are at the mercy of ***s direction and it is apparent that they really have no consideration for providing a vehicle that is in full working condition. 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 24/11/2023

  We appreciate you bringing this matter to our attention again. FCA Canada's technical support team is working on a fix for this vehicle. As we previously advised the customer FCA will continue to honour the warranty obligations; however, we must respectfully decline to ***** the request for a buyback. We are sorry that the customer wasn't able to reach our customer care department due to technical difficulties however this has been fixed, the customer can reach us by calling **************.
  

  Customer Answer

  Date: 29/11/2023

   
  Complaint: 20907742
  
  I am rejecting this response because:
  FCA needs to take some responsibility for their inability to provide a timely resolution to their technical issues. All the while, not disclosing any of these known issues at the time of purchase. Substandard customer service and unwillingness to even participate or assist in a suitable resolution for those affected by their defective vehicles that they continue to produce and profit from. 
  Having no consideration for leaving a senior on a fixed income with $20000 in negative equity is despicable. And what about the over $8000 in warranty, maintenance and protection plans that FCA gets to keep should someone have to resort to $20000 in negative equity for the sake of having a reliable vehicle? Various motor companies at least offer the option of refunding a warranty, maintenance and protection package if a vehicle is sold or traded. How is it that FCA feels that it is reasonable to ******* people in this way? The unwillingness to even consider or discuss how to rectify this situation is yet another demonstration of the lack of regard for the consumer. I would appreciate that this actually be escalated to someone that will assist, as opposed to shirking responsibility to the dealer  

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

  Customer Answer

  Date: 30/11/2023

  Complaint: 20907742
  
  I am rejecting this response because:

  
  FCA needs to take some responsibility for their inability to provide a timely resolution to their technical issues. All the while, not disclosing any of these known issues at the time of purchase. Substandard customer service and unwillingness to even participate or assist in a suitable resolution for those affected by their defective vehicles that they continue to produce and profit from. 
  Having no consideration for leaving a senior on a fixed income with $20000 in negative equity is despicable. And what about the over $8000 in warranty, maintenance and protection plans that FCA gets to keep should someone have to resort to $20000 in negative equity for the sake of having a reliable vehicle? Various motor companies at least offer the option of refunding a warranty, maintenance and protection package if a vehicle is sold or traded. How is it that FCA feels that it is reasonable to ******* people in this way? The unwillingness to even consider or discuss how to rectify this situation is yet another demonstration of the lack of regard for the consumer. I would appreciate that this actually be escalated to someone that will assist, as opposed to shirking responsibility to the dealer  
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 30/11/2023

  We appreciate you bringing this matter to our attention again. As we previously advised FCA Canada is committed to supporting the efforts of our authorized dealer body to address any confirmed vehicle deficiency. FCA will continue to honour the warranty obligations. As per the terms and conditions the optional service contracts are not refundable if it's more than 60 days since the purchase date.

  Customer Answer

  Date: 30/11/2023

   
  Complaint: 20907742
  
  I am rejecting this response because:

  The optional service contract was purchased in good faith, with the expectation that the vehicle would be of use long term. Please explain why FCA is one of the only companies that do not have the option to either transfer the warranty and service contracts to a new vehicle or refund the remaining portion of warranty or service contract that will not be utilized. This is completely unreasonable and an exception is requested, as the vehicle remains on the manufacturer warranty and the extended coverage is not required 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:16/11/2023

  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 business in question is Highway 11 Chrysler in *******, **. I purchased a new Ram **** Ecodiesel from them in November of 2019.Over the course of my ownership of 4 years, the truck has been at the said dealership for well over 6 months. The latest round of "repairs" has led to it being there for 4 of the last 5 months. Each time the vehicle has been taken in for warranty drivetrain issues, only to have it returned unfixed, and gradually getting worse. On several occasions, no loaner has been offered unless I have kicked up a fuss, and with the past round of repairs, lasting over a month, no loaner was provided at all.They have rarely contacted me with updates, and have just let it sit there until I call each time.In the meantime, the manager offered to buy me out for what I still owed for financing. He has since reneged on the deal, then offered signifcantly less. All the while the truck has been there for repairs. It is no longer plated, as I was forced to buy another used truck to get to work.The same day I refused to take less than what I owe for the truck, their service department finally contacted me to say the truck was "ready for me to pick up". I feel that they have been extremely neglectful, incompetent, and have recently willfully attempted to coerce me into selling it to them for less.

  Business Response

  Date: 17/11/2023

  We appreciate you bringing this matter to our attention. It is regrettable to learn of the disappointment with the experience received at a FCA dealership. As the manufacturer, we depend on our dealership organization to develop and maintain the customer/dealer relationship that is vital to our success. Any information received that does not support our philosophy of providing exceptional service is reviewed by FCA Canada and addressed accordingly. Although, FCA Canada dealers are independently owned and operated, dealers do sell, and service our products; hence they represent FCA Canada as the manufacturer. We can certainly note the  comments in our customer contact files. 
  ********************** 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. We have contacted the dealership and they confirmed that the vehicle has been repaired. 

  Customer Answer

  Date: 17/11/2023

  Last night, after declining to accept the dealerships low ball offer, I was finally called to say the vehicle has been fixed. God only knows if the recalls that are outstanding have been performed (likely not), and I can guarantee that the issues have not been fixed adequately. 
  Very poor customer service and inadequate diagnostics seems to be par for the course. 
  No loaner was provided for this last round of warranty repairs, and I am considerably out of pocket.
  

  Customer Answer

  Date: 17/11/2023

  Last night, after declining to accept the dealerships low ball offer, I was finally called to say the vehicle has been fixed. God only knows if the recalls that are outstanding have been performed (likely not), and I can guarantee that the issues have not been fixed adequately. 
  Very poor customer service and inadequate diagnostics seems to be par for the course. 
  No loaner was provided for this last round of warranty repairs, and I am considerably out of pocket.

• Initial Complaint

  Date:15/11/2023

  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 2020 Dodge Ram three years ago. I took my vehicle in for a routine oil change and the dealership was not able to complete the service because the oil pan was rusted. They were not able to procure the part for my vehicle. We spoke with the service manager and they said they would look into providing a letter saying my vehicle was safe to drive. However, we did not hear back from the dealership and when we called to inquire about the letter, they stated they would not provide a letter saying that I would not be responsible for any further damage or that my extended warranty would cover my vehicle if something were to happen while driving it. We were then told to call FCA to get a case manager to handle this situation. Our case manager told us that they would direct the dealership to write the letter and my case manager would be in touch with us to confirm everything had been handled. After a month, back and forth with the dealership and FCA nothing has been resolved. I have left messages with case managers at FCA and have not received a phone call back. Today I called twice, the first time I was told my case manager would call me back. I had not heard back from them and after 5 hours I called again. This time to be told that my file was closed and nothing could be done. No one from FCA contacted me or made me aware of this decision. There are a few issues with this but the biggest issue is that I've been without a vehicle for a month, yet I am still making payments for it. I paid for an extended warranty to protect my investment and there is nothing that can be done. Both FCA and *************** have provided terrible customer service and poor communication.

  Business Response

  Date: 16/11/2023

  We appreciate you bringing this matter to our attention. We are sorry about the concerns experienced  and with the inconvenience caused by parts delay. We have advised our customer that ********************** is making every effort to obtain the oil pan to repair the vehicle.  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 also advised  the customer that we do not provide assessments or technical assistance and we rely on the dealer's diagnosis. We have also contacted the  dealership and they indicated that they would not release a vehicle unless they deemed it safe to drive. 

• Initial Complaint

  Date:12/11/2023

  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.

  There is an open, unresolved safety recall on my 2018 Jeep Wrangler JL regarding the clutch. The vehicle became unusable July 3rd of 2023 and I had it towed to the dealership in ***********, NS.I have not had use of my vehicle for over four months now, the dealership will not repurchase it as they are overstocked, Jeep has a generic response when I call and complain, basically sorry for the problem.What are my options, the dealership hasn't offered a loaner but is allowing the Jeep to sit on their lot while it's unusable?VIN *****************

  Business Response

  Date: 13/11/2023

  We appreciate you bringing this matter to our attention. We have advised the customer that FCA intends to repair recall 19A however, the part and the repair procedure required to provide a permanent remedy for this condition is currently not available. FCA is making every effort to provide the part as quickly as possible, and will send another recall notice in the mail when the remedy part is available.  In the meantime we have advised the customer to authorize the dealership to do a diagnosis to determine the cause of the concern. If the concern is found to be related to the recall 19A the dealership can receive instructions from FCA's tech support to do a interim repair until the final remedy becomes available. 

  Customer Answer

  Date: 13/11/2023

   
  Complaint: 20859652
  
  I am rejecting this response because:
  The dealership agrees that the vehicle issue would be directly related to the recall.  Full diagnosis would require removing the transmission and labour costs would be approximately $1200.  I have always driven standard transmission and have never had clutch issues.  I have been making my payments and havent had use of my vehicle for over four months now.  Buy it back or fix it please.

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

  Business Response

  Date: 14/11/2023

  We appreciate you bringing this matter to our attention again. We have advised the customer that in order to repair the vehicle the customer must authorize the diagnosis.  If the concern is found to be related to the recall the customer will not be charged for diagnosis and repairs. FCA will continue to honour the recalls and warranty obligations; however, we must respectfully decline to ***** the request for a buyback. 

  Customer Answer

  Date: 14/11/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********.

  I dont feel I have any choice in the matter if Id like my Jeep back.  I dont understand how Jeep reports that they will make the repairs, once confirmed related, but dont have an official recall fix

  It all sounds like a scam to me.
  
  *********************

• Initial Complaint

  Date:26/10/2023

  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 vehicle September 25, 2018 with an extended warranty number 415 for $2495 plus tax. Fast forward to July 18th 2023. I took my truck into ***** Quality Auto so I have an oil change because Ive had trouble with the Dodge dealerships here in ******* and when I took it in, they informed me that I needed an oil pan. So I called **************************, who was ****** motors when I purchased the truck, and ask them if I had any warranty that they could do the work. The lady at the desk Miss ********************* asked me how many kilometres I had to which I said I had about ****** km and she said its over ****** that I had no warranty. I had the oil pan replaced and the oil replace with a receipt of $1417.22. In September 2023 I noticed that there were some knocking on my engine and had gone to ************************* to see if this is something that would be under warranty that they could replace. They looked me up on file and said yeah its under warranty and that I had an extended warranty package, I asked them at that point if an oil pan would be covered and they told me yes and I was given the number to FCA. I then found my original bill of sale so I contacted ******** and ***** let them know that they had misled me that I had warranty for an oil pan that I paid for FCA receive documentation a receipt of work and an email sent from ******** and ***** admitting that there was fault this is on September 13, 2023. I receive a case number to my file ******** and a case worker named and ******, to whom *** only spoken with one time, and her and her case manager are too busy to get back to me even with a timeline for resolution. Sidenote, I think I got all my documentation but I do have the bill of sale the service contract. I have an email from the dealership stating there was wrong. I have email from FCA stating they receive my documentation And I have a copy of the work that was performed

  Business Response

  Date: 26/10/2023

  We appreciate you bringing this matter to our attention. However as indicated in the *** warranty manual the FCA Canada, like most other manufacturers of consumer products, requires that warranty service
  be performed by a factory-authorized service facility. Our intent is not to complicate matters, but to protect the customers, as well as us, from unnecessary or improper repairs. This also allows us to monitor
  warranty repairs and provides the opportunity to have the vehicle inspected prior to service being
  performed. The customer had the repair done at an independent facility with aftermarket parts. *** warranty doesn't apply in this case and we are not able to reimburse this repair. 

  Customer Answer

  Date: 26/10/2023

   
  Complaint: 20785198
  
  I am rejecting this response because:
  im two months and getting any response from you and you can reply in four hours after I contact the Better Business Bureau. Poor service poor warranty also I feel like weve missed the mark.
  I was told by a Dodge dealership that I did not have the warranty and I took it as I could get the work done anywhere that I wanted.  Clearly if I knew I had warranty at the dealership, I wouldve gotten the work done at the dealership, but why would I pay more money at the dealership to have the work done? If it wasnt warranted this is not just a an action about the warranty coverage its an action about being lied to. Its an action about having problems prior to this problem with this dealership and its a problem of paying for a warranty that they didnt acknowledge existed. Therefore, I want reimbursed for the warranty that was not recognized the moment. I asked about it from ******** and *****.  As a customer, I am not supposed to have to search out to all the dealerships and make sure that theyre not lying to me.  I am a customer that had a warranty. It was on file on the computer and they neglected to give me the time of day to tell me it was covered and lead me to get the repair done somewhere else to which I am out of pocket for.  looked after by the dealership would you let me to go to somewhere else to get the work done.

  I am not looking for money for the repair just as I previously stated, I am asking for a refund on the cost of my warranty. its a service that I paid for that you failed to provide.  $2495 plus tax.

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

  Business Response

  Date: 27/10/2023

  We appreciate you bringing this matter to our attention again. However, FCA Canada is not able to refund the cost of the warranty. As per the service contract #*** terms and conditions:  a service contract cannot be cancelled and refunded after more than 60 days after the contract application. This contract was applied on September 28, 2018. 
  Every FCA dealership is independently owned and operated. If a FCA dealership has provided incorrect information regarding warranty coverage this matter would have to be discussed directly with the dealership's management. While we regret we could not provide a more favorable reply, we hope our customer can appreciate our position. 

  Customer Answer

  Date: 27/10/2023

  It seems that this organization no longer want to represent the business of misinformation.  I will present myself to the dealership once again and move forward from there.

• Initial Complaint

  Date:21/10/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a new truck from a dealership in ******* ************ on October 4/2023(******* motors Limited) Once the truck was paid for, I left to go home and made it about 10km, and truck engine light came on. Spoke with salesman and was instructed to take truck home and if engine light was still on in the morning to bring it back. In the morning light was still on so I brought truck in, they figured they had corrected the problem, so I headed home again. Again, after about 10km from dealership engine light came on again so I went back to dealership and was told the truck needed a new actuator on the turbo. After a few days of going back and forth was finally told that the truck needed a new turbo installed after about 10km of driving. Now three weeks later still no sign of any replacement parts and no information as to when they will arrive. Was instructed by dealership to put in a complaint with FCA Canada to try to speed things along so that's what I did. A gentlemen called me back the next day and left a message to call him back which I did for a whole day with no response. I left him a message indicating that I was working nights and would be available anytime after 2PM ************ time. The next day he called again this time at 11:30am **** time and of course I was sleeping. He left a message again and said if I couldn't get ahold of him to leave my email, so I did. In the meantime, the dealership called and informed me that they were told they basically had no idea when parts would arrive and to call case manager and see if I could make any headway that way. Over the course of three days, I tried ********************************************************************************************************************************* anything. This whole situation has completely crushed my family and I just do not understand how a consumer can spend that much money and not even be able to basically leave the lot with a brand new truck then basically get zero answers as to when it will be ready to go and basically told that I have no options. It is unbelievable to be treated that way.And again truck is brand new with no KM on it.

  Business Response

  Date: 23/10/2023

  We appreciate you bringing this matter to our attention. We are sorry about the concerns experienced with the vehicle and with the inconvenience caused by parts delay. FCA Canada is very sensitive to the consequences of parts delays and as a result, we are attempting to minimize delivery time to our dealers. However, the factors influencing our inventory are many and include supplier availability, storage capacity, and part demand.  These factors are continually reviewed to ensure optimal combinations; however, there will inevitably be some delays, which we may not be able to modify. FCA is making every effort to provide the parts as quickly as possible and to repair the vehicle. We have documented the customers complaint for internal review. The case manager was advised to follow up with the customer as soon as there are updates available. 
  
  

  Customer Answer

  Date: 23/10/2023

   
  Complaint: 20763501
  
  I am rejecting this response because:I am rejecting this due to the fact that it is a brand-new truck that has not even left the lot yet and is broke down and it has been for three weeks of the dealer telling me to contact *** and *** telling me to contact dealer. My wife and I sat down and looked at all the vehicles we have bought since 2015, 4 jeep wranglers and three trucks. So best guess right now since 2015 we have spent in excess of 500k.And I fully realize that's just a needle in a haystack compared to the client base *** has but does that not somewhat qualify us as decent customers? If a person goes and buys something for 100 dollars and it does not work it is brought back no? Yet the only option I have on the purchase of 120k is sit and be patient we have your best interest in mind. I spoke to *******, BD diesel and banks diesel and I can have the parts on the road within two days but if I do that I'm being told that would void my warranty and I spent the extra 9K and put as much extended warranty on the vehicle as I could so I even asked if I did that would they still honor warranty and was told probably not. Fine, I'll get the parts, fix the truck and just reimburse me the cost of the extended warranty and still no straight answer. The *** case manager reached out to me today finally and the first question from him was did I ask to return truck which I did but the response I received was then we will be stuck with it. The other option I gave was let me trade it for another new one even if it's not exactly what I wanted I would pay the extra. Again, then we will be stuck with the broken down one, So I guess it comes down to the almighty dollar and not what should be done right for a long-time customer. I have tried to meet halfway on this, and I don't think I was out of line trying to come to a solution with some of the compromises I've come up with. I believe they are more than fair. Again this is a new truck it has no miles on it. It was bought and broke down before it even left the dealership. It would be a different story if I've had it for 6-7 months then I guess I would have no other choice but to wait on parts. This truck came from your factory defective, and I understand you guys have a business to run and so does the dealership but someone down the line needs to return the favor as I have a business to run as well as this truck plays a major role in my business. I would love to see the truck repaired and be on my way and if that does not work make arrangements and get me a truck that does work or take it back and I will go to a different manufacturer and never burden ***'s doorstep again. ******* motors *** I thought was working in my best interest but from the look of things I am in my corner all by myself. Very poor way to run a business and hopefully one day it does affect the bottom line because that seems to be what's most important. Anyhow have a good day and I really hope we can come to some sort of an agreement sooner than later.

  
  Sincerely,
  
  ***** Savoury

  Business Response

  Date: 24/10/2023

  FCA Canada is committed to supporting the efforts of our authorized dealer body to address any confirmed vehicle deficiency. We will continue to honour our warranty obligations; however, we must respectfully decline to ***** your request to exchange the vehicle. FCA is making every effort to provide the parts as quickly as possible and to repair each vehicle. All warranty repairs must be done at our dealership with FCA parts. Any trade in options will have to be discussed with the dealership directly. Every dealer is independently owned and operated and FCA is not involved in the sales process.

  Customer Answer

  Date: 25/10/2023

   
  Complaint: 20763501
  
  I am rejecting this response because:FCA did reach out to me and they are making an effort to correct the issue but for now I will reject this computer-generated response. But if parts actually show ** in next few days like they say I will most certainly update and close the complaint. If not I will still close complaint and speak with media and turn it all over to my lawyers. Like I said before as a consumer I must have rights even with the size of FCA. Thank you for your time and have a great day.
  
  Sincerely,
  
  ******************

• Initial Complaint

  Date:20/10/2023

  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.

  FCA offers a 3-year or 60 thousand km bumper-to-bumper warranty for my 2020 Ram pickup. I went to the ******************* dealership with a complaint on June 29, 2023. My warranty expired on August 31 The mileage at the time was just under ****** km meeting all the warranty requirements. My rear doors were out of alignment causing damage to the driver's side rocker panel, causing a paint chip when the door was closed, causing rust and paint chip to the panel. I spoke to *********************, the manager of the body shop at *******************; he took pictures and mentioned it shouldn't be a problem, he just needed authorization and this should take 4 to 6 weeks at the most. I asked if any forms needed to be filled out and he said no. I continued to call **** and he said he kept saying still waiting for approval. I called and filed a complaint with FCA on August 24, 2023 that nothing was moving forward with my repair authorization. I have been in contact with FCA constantly and my claim is not moving forward. I placed a complaint with FCA days after I purchased my vehicle regarding the predelivery of my pickup, complaint # ******** where it was ignored. Had FCA taken this complaint seriously, this current issue could have been avoided. My current claim # is 87116885.I've been told my warranty had expired, due to warranty date to the mileage of the vehicle. I have reminded FCA that both the date and current mileage does not exceed the warranty period. I have forwarded pictures to the case manager as requested.My case manager ******* has indicated he has passed my case to his supervisors and then to his district manager. It is nearing 4 months, and nothing is being resolved. Every excuse is being offered to get out of the repairs for my vehicle. My doors need to be realigned and the driver's side rocker panel needs to be repaired under FCA warranty agreement. I please ask for the BBB to assist me to bring my claim to a satisfactory resolution.Thanks

  Business Response

  Date: 23/10/2023

  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: 23/10/2023

   
  Complaint: 20762488
  
  I am rejecting this response because:
  Initially I was told by FCA my claim was denied, then I was told were working on it, then I was told my supervisors are now dealing with it. After no response from the supervisor, my case manager ******* had indicated my claim was forwarded to the regional/ district manager, and still nothing. This is not working with the customer. I firmly believe I am getting the runaround. I was originally told by the dealership manager of body shop named ********************* that an approval for warranty should only take 4 to 6 weeks which was on June 29, 2023 and he did not foresee any issues. I have called **** several times and his responses have been, hes still waiting. I have emailed **** and no response from him whatsoever. Not once has anyone from ******************* contacted me regarding any updates. From that point I put in a claim with FCA claim # ******** on August 24, 2023. We are nearing 4 months since this started. I am no further ahead than June 29, 2023.  I have been a loyal Ram customer for many years and its disgusting the way I have been treated thus far. I have asked for the district managers email address, so i may contact them directly and was not given it. I have cooperated with FCA requests from pictures to patience, I am now out of patience 4 months later.
  Sincerely,
  
  *************************

  Business Response

  Date: 24/10/2023

  We appreciate you bringing this matter to our attention again. We are currently reviewing this concern and we will follow up with the customer when there are updates.

  Customer Answer

  Date: 31/10/2023

   
  Complaint: 20762488
  
  I am still rejecting this response because: I have called to speak to the case manager twice on October 24 at 2:22 pm and again October 27 and was instructed by ******* that I would be contacted within 48 hours. This still has not been done. Again, no one from the dealership has reached out and now no one from fCA will take or return my calls.
  
  Sincerely,
  
  *************************

  Customer Answer

  Date: 31/10/2023

   
  Complaint: 20762488
  
  I am rejecting this response because:

  
  I am still rejecting this response because: I have called to speak to the case manager twice on October 24 at 2:22 pm and again October 27 and was instructed by ******* that I would be contacted within 48 hours. This still has not been done. Again, no one from the dealership has reached out and now no one from fCA will take or return my calls.
  
  Sincerely,
  
  *************************
  
  

  Business Response

  Date: 31/10/2023

  We appreciate you bringing this matter to our attention again. Our FCA specialists, have reviewed the matter and the repair has been approved. Our dealership has been notified as well. The dealership and the case manager will follow up with the customer to advise and to arrange appointment for repairs. 

  Customer Answer

  Date: 08/11/2023

  I would like to thank the BBB for all your help. The dealership and FCA both finally reached out, appointment was made and the repairs have been completed.

  Thanks again, *****

  Customer Answer

  Date: 08/11/2023

   
  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 thank the BBB for all your help. The dealership and FCA both finally reached out, appointment was made and the repairs have been completed.
  
  Thanks again, *****
   
  

• Initial Complaint

  Date:13/10/2023

  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.

  Sept 19 - car was taken to ******* ******** because it was broken.There was a list of recalled items that needed to be fixed.Was told I could not get a rental or loaner car covered until a diagnosis of my car was done to determine what is causing the issue to the car. If the diagnosis determined the car was broken for others reasons aside from the recalled items I would have to pay the diagnosis fee of 179$After 4 days the advisor ******** called to tell me it was the recalled bushing causing the issue and that they would cover a rental.Sept 26 - I was told my car was ready for pick up as all the recalled items have been fixed. Upon pick up I was told I had to pay diagnosis fee because they found the shifter cable was also broken. I questioned why the original diagnosis didnt notice the broken shifter cable as the cable **** is attached to it and they didnt know.I took my car immediately to my mechanic who found that the only recalled item that was replaced on the receipt I was given was the cable bushing the other 5 items were not replaced and that it was apparent that the person who changed the bushing damaged the shifter cable.Ive escalated this issue with both Chrysler Canada and *********************** I have only been given the diagnosis fee back. The recalled items still have not been replaced and my shift cable is still broken.I dont know what else I can do to get this problem resolved.

  Business Response

  Date: 16/10/2023

  We appreciate you bringing this matter to our attention.  We have been in communication with our customer and our dealership. The customer was advised that the dealership has agreed to cover the shifter cable repair. The dealership will also complete the outstanding recalls R63 and W20 once they receive all the parts. 

  Customer Answer

  Date: 16/10/2023

   
  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:12/10/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I paid 7000.00 to the business for Warranty on my vehicle that I only had for 8 months. First of all I was way over charged for this product, and second of all no warranty was ever used so I am supposed to get this refunded, I traded this vehicle in and no longer need or used any of the warranty that I purchased for $7000.00 . I have tried contacting the dealership and FCA and they keep sending me back to each other. I need this resolved pretty quickly before the new dealership sells my vehicle with the warranty included. Thanks
  My Case # with FCA is ********

  Business Response

  Date: 13/10/2023

  We appreciate you bringing this matter to our attention. We have contacted the customer and advised that as per the service contract's terms and conditions the plan * *** can't be cancelled after more than 30 days since the contract application. As per our records this contract was applied on January 2, 2023 and it exceeded the cancellation period. 

  Customer Answer

  Date: 13/10/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I feel lIke the business just makes up whatever they want In regards to the terms. I am told I had 30 days then I’m told I had 60 days. I did not use any of the warranty what so ever and the vehicle is no longer in my possession so there should be no reason this warranty can’t be cancelled  

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

  Business Response

  Date: 16/10/2023

  We appreciate you bringing this matter to our attention again. We have repeatedly advised the customer that  a service contract can't be cancelled after it exceeded the cancellation period. There are several different types of service contract and each of them has the cancellation period clearly indicated in the terms and conditions that are provided to each customer at the time of purchase by the selling dealership. The cancellation period for the plan **** is 30 days.  This plan can no longer be cancelled now. 

  Customer Answer

  Date: 16/10/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I refuse to pay 7000 to the company for unused services. Any contract is meant to be broken. I know there is exceptions and this should be one of them. Why would you keep ahold of my money when you will not be offering any of the services for this contract ?  I need you to speak with someone higher up to make this decision because it’s completely unfair to you to keep my money  

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