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:02/10/2023

  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.

  We own a lightly used (we're now at 38,000km) 2020 Dodge Grand Caravan, and it was only just over 2 1/2 years old (and at about 32,000km) when we first noticed 3 small cracks in the leather on the drivers seat. We were busy the summer so didn't get a chance to bring it in to the dealership, but knew we wanted to get in it before the warranty expired.When we took it in to ******************* in ***********, photos were taken and the the technician said yep, we can send this in, its still under warranty.We didnt get a a call back, so a couple weeks later we followed up, and it was a couple tries before we were told ******** had rejected the warranty claim, saying that the damage had been caused by outside influence.I asked what that meant, and the service manager couldnt say. He said youd have to contact Chrysler and he provided a ***** number and a Case Number.I called the number the next day and spoke with a Case Manager. The first person I spoke to said, oh it was rejected because its out of warranty. I explained that it was out of warranty now, but wasnt when it was submitted to Chrysler, he said he would look into it.I got an e-mail back from a different Case Manager saying that he tried my number but it didnt work, so he sent an e-mail, and thats where I was told that Chryslers ************************** had rejected the claim saying that the damage was caused by an outside influence.I asked what an outside influence was and he said he didnt have the technical knowledge to be able to say what that was. I asked to speak to someone in their digital imaging department so that they could explain it, but was told that he couldnt do that. I asked to speak to someone that could help me, or a manager, but was told that he couldnt do that. He said that I could send a letter to their complaints department. I told him that seemed foolish, and could he not just forward on my e-mail correspondence and/or have a manager call me back and he said he would do that, but couldnt guarantee a call back.A week later, no call, I called Chrysler back, and spoke with a new Case Manager. After going through the whole story again I asked what I could do and was told, there is nothing you can do. I asked isnt there someone I could speak to that could explain what an outside influence is, or speak to someone in their digital imaging department, and was told no, there is no one I can speak to. When I stated again that there must be someone I could speak to, the call was disconnected.So I called back. I got a very nice gentleman, but again, got to the same roadblock. I was told that the only thing other than sending a letter, was to have the dealership re-submit a new claim and hope that the new claim would be approved. :(I'm going to attempt that.The problem is, that this was a new (2 1/2 years old), lightly used ~32,000km vehicle, very well kept and in excellent condition except for the clearly sub-standard / defective leather in the front seat. The vehicle was under warranty, but Chrysler refused to honour the warranty. Worse, Chrysler refused to provide any more explanation other than outside influence and there is no way to dispute the claim, or in fact talk to anyone that can tell you anything about why the claim was rejected. More than one Case Manager told me there is nothing else I could do, or no one else that I could talk *** and the decision of the digital imaging department, who you have no ability to speak with, is final.I would just like the clearly defective part replaced under the factory warranty that is provided.

  Business Response

  Date: 04/10/2023

  We appreciate you bringing this matter to our attention.  Our customer has been contacted and notified that there is no hesitancy on FCA's part to comply with the provisions of your warranty; however, as noted in the warranty information booklet, coverage applies to factory defects only. Damage or failures attributed to any other source are customer's responsibility. 
  The driver's seat concern was reviewed with our dealership and the specialists from FCA Canada. They determined that the damage was not caused by a manufacturer defect and repairs cannot be covered under warranty. The customer was referred to the dealership for all technical inquiries about this concern.  
  
  

  Customer Answer

  Date: 04/10/2023

   
  Complaint: 20687464
  
  I am rejecting this response because:

  Thank you for getting back to me.  I absolutely will contact the dealer to discuss (with further usage of my time and at my expense), however I do not understand or accept that the response from the "digital imaging" department is 1) infallible 2) without any explanation, detail or reason, and 3) with no opportunity for appeal.

  Ideally all 3 of those conditions would be addressed in a fair process, but I would expect at a minimum one of them.

  The dealer was initially not able to provide me with any more explanation than I received from 3 different FCA Canada Case Managers, the sum total of the explanation being "outside influence".  So I'm not sure what "technical explanation" I can receive from the dealer when it was of course the dealer that directed me to call FCA Canada because in the dealer's words "since Chrysler rejected the claim there is nothing we can do".

  Again, I would really like to understand how the damage shown in the pictures can occur, that is not due to a defect in the material, when it began in a 2 1/2 year old vehicle with 32,000km, that is in otherwise pristine shape.  I would say it might be a sub-standard product, but all of the other seats, even the other material on this seat, is in perfect condition.  Looking at the pictures provided (and happy to share others, or video, or bring the vehicle, etc.) I can't fathom how FCA Canada can in good conscience refuse a warranty claim when the damage is clearly not caused by "outside influence" which I can only guess (because of absolutely no support or explanation from FCA Canada) to be things such as cuts / tear / abrasion / spill / heat, etc.
  

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

  Business Response

  Date: 05/10/2023

  We appreciate you bringing this matter to our attention again. We have contacted our customer to reiterate our position. While we regret we could not provide a more favorable reply, we hope our customer can appreciate our position. We have also notified the service manager from the dealership to provide technical explanations to the customer about this concern. The dealer has access to technical support from FCA Canada.

• Initial Complaint

  Date:29/09/2023

  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.

  My husband has been purchasing Dodge Trucks the first one was 2015 Dodge Ram echo diesel the motor went in December 2016. Chrysler replaced motor and would not give another warranty for motor. In November 2020 that second motor blew up. We purchased another another 2020 Dodge Ram **** and purchased the extended warranty that covered it to ******* Kilometers. Now this motor has failed at ******* kilometers. I contacted Chrysler and they stated it was not there problem and that we will have to pay for a new motor. This is appears to be a common issue with Dodge Rams yet they do not accept any responsibility for it.

  Business Response

  Date: 02/10/2023

  We appreciate you bringing this matter to our attention. Our customer has been contacted and notified that within the warranty, FCA Canada will not hesitate to assume the engine repair costs. However, after the warranty terms have been exceeded, any charges are the responsibility of the vehicle owner. The powertrain warranty coverage for this repair has expired and the service contract has expired at 200 000 kilometers and the customers vehicle is not subject to a recall for the engine.
  Thank you for allowing us to explain the situation.

• Initial Complaint

  Date:28/09/2023

  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.

  Hello. We bought Ram **** 2023 in august 8 2023 in 2 weeks it turn that frame is banded!They ask to proof that the truck wasnt overloaded and we bring all the proof! No answer!!! Every day when we calling they promise to give answer next day! But next day same thing!!! Its a brand ne truck wich should be covered by manesrranty!!!

  Business Response

  Date: 29/09/2023

  We appreciate you bringing this matter to our attention. We are currently in communication with the customer and our dealership and are reviewing the concern.  

  Customer Answer

  Date: 29/09/2023

   
  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:28/09/2023

  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.

  Called ************* Chrysler dealership ************************************************ ************ when our warranty was still valid but unable to get in they were busy. Eventually our vehicle stopped working due to transmission and it was towed in Jun 2023 and still there waiting to be fixed. When I called FCA they explained to me that I could of taken it to any Chrysler dealership for warranty for which I was never informed. So now it is not covered as warranty ran out in Mar 2023. Will not recommend extended warranty to anyone, and I let everyone know what has happened to me by online and broadcasting the s***** warranty.

  Business Response

  Date: 29/09/2023

  We appreciate you bringing this matter to our attention. Our customer has been notified that within the warranty, FCA Canada will not hesitate to assume the transmission repair costs at any FCA dealership. However, after the warranty terms have been exceeded, any charges are the responsibility of the vehicle owner. The powertrain warranty has expired. The service contract warranty coverage for this repair has also expired since March 11, 2023 by time. 
  Thank you for allowing us to explain the situation.
  
  

  Customer Answer

  Date: 07/10/2023

   
  Complaint: 20669318
  
  I am rejecting this response because:
  
  Sincerely,
  
  **** And *************************************

• Initial Complaint

  Date:19/09/2023

  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.

  My vehicle was brought to ****************** for inspection and repair. During this process, I was given inconsistent information on the repairs required, experienced significant delays in communication, my questions and concerns went unaddressed, and I was not provided with proper repair estimates as per the *************************** Act. This is thoroughly documented in emails between dealership staff and myself. I was also repeatedly asked if I wanted to sell the vehicle, which I declined. When I received confirmation that all of the required work had been completed, it was not until my agent arrived at the dealership to pick it up that I was told the vehicle was not driveable and one of the keys was missing. It's whereabouts are still unknown. The battery is also dead and the tires flat. This is contrary to what I was told in writing by an employee there (that the vehicle was ready and safe to drive). The vehicle's safety and driveability were the reason for it being brought to ****************** in the first place. At this time, I was once again asked by employee ***************************** if I wanted to sell the vehicle, and it felt like I was being pressured into this given the dealership's lack of transparency about the state of my vehicle and their insistence on me selling it instead of picking it up.On August 24th, I requested a replacement key be made and appropriate steps be taken so the truck could be moved. ******* advised it would be ordered the next day and that she would follow up with me, however that hasn't happened. She has not responded to multiple emails I've sent her about this. I reside in the ***************, which ******* is aware of, and the optics of this situation are starting to suggest I am being taken advantage of because of this distance.Under these circumstances, ****************** is violating 14(2), 15(2)(g), 17(1) and 56(1) of the Ontatio CPA. I would like assistance with resolving this matter and getting my vehicle back.

  Business Response

  Date: 21/09/2023

  We appreciate you bringing this matter to our attention. We have advised the customer that we will review this matter with our dealership however the customer will have to provide the *** # of the vehicle to review the concern.

  Customer Answer

  Date: 25/09/2023

   
  Complaint: 20627694
  
  I am rejecting this response because:

  FCA has been provided with the truck's VIN. I received a voicemail from FCA advising me that they spoke with the ****************** service manager and were told that my truck will require a new battery and tires because it "sat there for a long time".
  
  I would like to share more information about this situation.
  
  The tires were bought new and had less than ****km on them when my vehicle was first brought to the dealership. At that time, they were inflated to an appropriate PSI, which is reflected in the safety inspection report provided to me by Cie C'*****. ****************** has been incredibly inconsistent in their communication and information they provide me with, and there have been multiple significant delays in getting work done on the vehicle. For example, it took Cie D'***** 8 months to send me the inspection report that I requested, and there are plenty of other instances of her taking weeks or months to respond to me. If required, I'm happy to share our emails and call logs for reference. 
  
  
  This is the first time I'm hearing that the truck's tires require replacement. As mentioned in my original complaint, in late July/early August I was told by both Cie D'***** and ***************************** that the vehicle was safe, driveable, and ready for pickup.
  
  
  There's no reason why they could not have made sure the tires were still properly inflated after I'd made arrangements to pick it up, as well as when they last did work on the vehicle in May. This is a basic courtesy that requires very little effort on their part. They were making repairs to the wheel studs, which would've required driving the vehicle as well as handling each of the wheels. This means they were well aware of the condition the tires were in. Letting the tires deflate to the point of damage while the truck was in their care is negligence on the part of the dealership. Unless they were already operating the vehicle with the tires at an unacceptably low PSI back in May, I'm unclear how that even happens over such a short span of time, but at this point their replacement is the responsibility of ******************.
  
  
  I am also unclear as to why the service manager is claiming a new battery is suddenly required. ******* told me they can't even access the vehicle because they lost one of the keys. How do they know it requires replacement and not just charging?
  
  
  I still have not heard back from ****************** about the replacement key that I ordered with ***************************** on August 24th, 2023. Despite my requests, I have also not received an explanation as to how the $3800.00 valve body repair Cie D'***** told me was necessary in February was "magically" resolved as of April. As per *************************** Law, I was never given a proper estimate or explanation of any of the issues or the repairs required for my truck. 
  
  
  At this point, it feels like my vehicle is being held hostage by ****************** in an attempt to get more money out of me for repairs that are a result of their negligence. 
  
  
  Given all of this, my initial request remains: That ****************** take initiative in resolving this issue by preparing the vehicle for pickup, ie. inflate tires to appropriate PSI (or replace them at their expense, since they're claiming that's now required) , boost/charge/replace the battery, and address any other outlying issues that negatively affect safety and/or operational use. It is absolutely crucial that my vehicle is safe to drive when I go to pick it up, and they need to communicate with me directly, in writing, when this work has been performed. 
  
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 25/09/2023

  We appreciate you bringing this matter to our attention again. We have contacted the customer and advised that we don't provide technical assessments and must refer to the dealership for technical explanations and workmanship concerns.  We have advised the service manager from the dealership to provide all work orders to the customer for all the repairs with technical explanations. We were informed that the vehicle sat unmoved at the dealership for a long time waiting to be picked up which caused the battery to discharge and the tires to deflate. We have also advised the customer that the dealership is independently owned and operated. FCA Canada is not able to force the dealership to cover any repairs outside of the warranty.  Although we might not be in a position of authority to influence the final outcome of their concerns, we can certainly note their comments in our customer contact files. We do want to receive feedback and appreciate taking the time to contact us.

  Customer Answer

  Date: 06/10/2023

  Hello, I attempted to submit a response to the business after their last message, but it does not look like it was recorded in your system. I tried to resubmit it today (day 10, so still within the submission window as indicated) and it no longer gives me the option to. This situation is not resolved, so I would like the file re-opened to resubmit the information. 

• Initial Complaint

  Date:24/08/2023

  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.

  **** has refused to allow warranty work required to fix my 2021 TRX vehicle. The problem I have showed up in a technical service bulletin in June of 2021. My vehicle showed this problem with the shocks in early March 2023 numerous calls to ****:Chrysler have only got me we are working on it and the dealership has been told not to work on my vehicle until their technical **** advises them to do so. The problem has been around for over 2 years, the local service **** confirms it will be fixed under warranty but cant proceed until they are advised by technical. On a personal note: I have under 9000kms left of Chrysler basic warranty and then my extended warranty kicks in which of course Chrysler doesnt pay for so is it possible Chrysler is dragging this out to eliminate costs? In closing, I have a very expensive vehicle that has mechanical issues that have been confirmed by the dealership and ****/Chrysler is refusing to allow the dealership to attempt to correct these issues. I have been advised by the dealership management that their hands are tied and thats that. Can you be of assistance in getting my vehicle repaired?

  Business Response

  Date: 25/08/2023

  We appreciate you bringing this matter to our attention. We are currently in communication with the customer and our dealership and our technical support team and are working towards a resolution.

  Customer Answer

  Date: 25/08/2023

   
  Complaint: 20515653
  
  I am rejecting this response because:
  Ive spoken with numerous people at *** and the answer is always the sametechnical is working on it today I was advised my original file had been closed to due inactivity and this occurred while FCA technical had instructed the dealership not to work on the problem until technical got back to them
  Sincerely,
  
  *****************************

  Business Response

  Date: 28/08/2023

  We appreciate you bringing this matter to our attention again. We have advised the customer that the vehicle needs to return to the dealership for new diagnosis and the dealership was advised to follow up with FCA's technical support team for instructions to repair the vehicle. 

  Customer Answer

  Date: 28/08/2023

   
  Complaint: 20515653
  
  I am rejecting this response because:
  I am not aware of any request to get my vehicle to the dealership regarding the current issue. I do have an appointment today for a software upgrade but service said it has nothing to do with the existing problem with the shocks. This matter will only be resolved when my vehicle is fixed.
  Sincerely,
  
  *****************************

  Customer Answer

  Date: 28/08/2023

  
  Complaint: 20515653
  
  I am rejecting this response because:
  I am not aware of any request to get my vehicle to the dealership regarding the current issue. I do have an appointment today for a software upgrade but service said it has nothing to do with the existing problem with the shocks. This matter will only be resolved when my vehicle is fixed.
  Sincerely,
  
  *****************************

  Business Response

  Date: 28/08/2023

  We appreciate you bringing this matter to our attention again. We have advised our customer that our dealership has been advised to bring the vehicle back to their garage and to provide more information to our technical support team that is actively working with our engineering team to find a solution to this concern.

  Customer Answer

  Date: 29/08/2023

  Please note that ************** last note appears to be accurate at this point but be advised that Ive heard these exact claims from customer service reps and again yesterday on a voice message left on my landline. Also note that Chrysler had closed the file due to inactivity while they were supposed to be working on fixing my mechanical issues. Yesterday the vehicle was at the dealership with the error codes active and all info was sent to technical while I was present. Again, I feel the issues with my vehicle must be corrected to resolve this complaint. Thank you 

  Customer Answer

  Date: 29/08/2023

   
  Complaint: 20515653
  
  I am rejecting this response because:
  As stated in previous communication I have heard this numerous times and will only consider the complaint resolved when the vehicle has been repaired to original operational condition. 
  Sincerely,
  
  *****************************

  Customer Answer

  Date: 30/08/2023

  Please note I cant believe this complaint has been closed as Answered when FCAs formal responses have been exactly the same for months and my file was closed by FCA due to inactivity due to the fact the dealership was ordered NOT to proceed with warranty work until technical advised they could.this has not happened to date. Please re-open the complaint until it is resolved which will be when my vehicle has been repaired. Thank you. 

  Customer Answer

  Date: 31/08/2023

  Thank for your assistance to date but Im no closer to getting this matter resolved than I was 5 months ago. How it is felt FCA fulfilled their commitment to the BBB by repeating what Ive been hearing repeatedly is being excepted as compliance?

• Initial Complaint

  Date:16/08/2023

  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.

  Purchased a 2022 Dodge Ram Rebel GT, at around ***** the vehicle started unexpectedly dying. this is a known issue and is under numerous lemon lawsuits in the ***, unfortunately Canada does not have this law. Vehicle has been in and out of dealership with hours of diagnosis and parts thrown at it in hopes to stop the stalling issue(not the only issue with the truck also loses power, chugs and backfires). Dealership tech at one point after being asked what if this happens on the highway at a fast rate of speed and I were to injure or kill someone or myself, and was told that I would have to lawyer up and ************* ******* manager would not say the vehicle was safe other than the usual we can't replicate the problem. Dealership installed a tracking device for diagnostics, did not install it properly and than would not take any responsibility for wasting a month of not only my time but time to properly diagnose the issue, actually ended up with the service manager attempting to fight me and trying to tell me to go somewhere else for diagnosis. At one point the tech messaged my personal phone to demand I bring the faulty/improperly installed tracker, insisting I was costing him money. Numerous parts have been thrown at the vehicle it has not stalled but is still hesitating, loses power, chugs off stops and is still backfiring. This is the new etorque engine and Chrysler does not have an absolute fix for the stalling issue, and have expressed that if the dealership I bought from finds anything to share their findings for the other poor folks who have this same problem. Pretty horrible to spend ***** dollars and to feel safe all Chrysler has to offer is buy a new vehicle with way higher payments a year after purchasing a new vehicle. FCA Canada is not part of Canada's CAMVAP program which may be able to offer assistance in terms of a buy back and FCA Canada does not have a buyback policy which is really unfortunate for a lot of other people with this same problem.

  Business Response

  Date: 17/08/2023

  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. FCA will continue to honor the warranty but will not buyback the vehicle. 
  We have contacted the dealership and they inspected the vehicle but didn't find any issues. They also performed extensive test drives with the customer and the issue didnt occur.  The dealer was also in contact with FCA's technical support team.
  We realize that service of an intermittent condition can become frustrating to both the vehicle owner and the servicing dealer. It is often difficult to reproduce an intermittent condition in order to pursue an investigation. We recommend that the vehicle be brought to the dealer at the time the symptoms described are occurring and can subsequently be assessed.
  
  

  Customer Answer

  Date: 17/08/2023

  I understand that they are doing everything in terms of the warranty, the salesmen trying to sell me a new vehicle even called it a lemon and used the fact of it being a lemon as a sales pitch. Again, I understand that telling me that my vehicle is safe but not being able to tell me that my vehicle isn't going to die on the highway potentially killing me, my family or another family isn't a very good feeling to drive away from the dealership just because they can't replicate the problem. The same problems that persisted before it was stalling are still happening, it's unfortunate that safety of their customers isn't even a consideration. Again no one can say that this truck won't die on the highway with a straight answer of yes or no, not ****** the best feeling to put my children in the back seat. I would trade it for a vehicle of the same year with the same km's that is known to not have these problems or pay a little more a month to get the same model/year new. I cannot afford $400 dollars more a month a year and a bit after purchasing a new vehicle. This is the second vehicle from FCA Canada where they would not fix a major factory flaw in 7 years, and I already had to pay more to get out of my 2016 Dodge Ram 1500 Sport due to FCA Canada not fixing all of the paint cracking, peeling and flaking off the entire vehicle after 6 months of ownership. This complaint wasn't directed at the dealership level other than the poor management of the service department(techs calling me directly and a service manager trying to fight people because his staff can't install a twenty year old piece of equipment properly and not admit it.)

  Customer Answer

  Date: 17/08/2023

   
  Complaint: 20480812
  
  I am rejecting this response because: I've lost money getting out of another lemon no less than 6 years ago(vehicle was only 6 months old) and can't afford to get into another vehicle, when the only answer is we can't replicate the problem. Again there are numerous vehicles with this same problem all over ************* that are causing serious accidents. FCA doesn't have a known repair for the issue and can't ensure that the vehicle won't die on the highway, if I could get a straight yes or no that it won't I'd actually feel safe putting my children in the backseat. I've stopped driving the vehicle on longer road trips as I don't feel safe in a brand new vehicle. I'm sure anyone would have a problem with buying a new vehicle to have it sit in the driveway because no one can give a straight yes or no answer on whether it may or may not die on the highway. I am finding more that FCA doesn't involve themselves in any government programs to help their consumers, and can see why, safety is of no concern. Just we can help you by increasing your payment and selling you a new vehicle every year.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 21/08/2023

  We appreciate you bringing this matter to our attention again. We have contacted our customer to reiterate that the dealership must duplicate a concern in order to repair it.   While we regret we could not provide a a different reply, we hope our customer can appreciate our position. 

  Customer Answer

  Date: 22/08/2023

   
  Complaint: 20480812
  
  I am rejecting this response because: This is a known problem as mentioned before there are numerous lawsuits in the states for the stalling issue. This past weekend again the vehicle died in my driveway while it was in drive, while checking for codes and applying pressure to the brake and the gas, nothing happened. After 30 seconds the vehicle was put back into park and started on its own. It's unfortunate that a company that knows this is a concern with numerous owners that the best they can say is we can't replicate the problem, yet they also can't guarantee that the vehicle won't die on the highway at high speed, which has occurred to other customers causing rollovers and accidents. Not only that the dealership service assistant when asked to put information on the file told me they had enough information and was unsure how to add info to a work order, after showing him that the new hire in the service department was able to do it he reluctantly added information. When the truck died this weekend I returned to the dealership to have the service manager tell me it's strange how I conduct myself by asking him to add the new information, claiming that he didn't mind adding the info but these are only what I am experiencing not what they are. Rather confusing as I'm not sure how customer concerns would be brought forward or how the dealership would experience daily issues with my vehicle unless they are driving it. The service department at ********** Chrysler lied about the install of the trigger/tracker being improperly installed(wasted a month of my time and a month of any diagnostic information). We have found a problem and it is going to be addressed, again this doesn't mean my brand new vehicle will be fixed as FCA has no fix for the stalling issue. If FCA would write a letter telling me my vehicle is safe to travel on the highway without the potential of killing my family or others, I'd be a little more relieved but sorry the we can't replicate the problem just doesn't cut it.
  
  Sincerely,
  
  ***********************

  Customer Answer

  Date: 22/08/2023

  Just for clarification the BBB is alright with the company not addressing the safety concerns within my complaint??

• Initial Complaint

  Date:04/08/2023

  Type:Delivery 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 own a 2015 ******** 200 and the vehicle has a recall on its catalytic failure. The catalytic converter needs to be replaced because of the recall, yet for all these months, ******** has made unavailable the replacement part. This is the worst in identifying a failure ain their vehicle and not being able to have the part that needs to be replaced based on their recall.

  Business Response

  Date: 04/08/2023

  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. 

• Initial Complaint

  Date:03/08/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Our ************************************************************************************************ 300 kms due to a mechanical error. The vehicle was dropped off to Village Chrysler on May 2 for repair and we were advised that the part was back ordered to end of May. We still do not have the vehicle back. On July 14 I opened a case with FCA (********) and was informed by the case manager assigned that the part was not submitted by the dealer until June 16 and the back order date was now pushed out to Aug 9. The case manager advised that the part was in fact in a distribution centre in ******* and that it need to be sorted and shipped to the dealer but this was good news. The case manager agreed to update me with any change to the delivery date (good or bad) and advised that he would expedite this further to get things moving. On July 19 I spoke with ****** the Servoce Manager at Village Chrysler who told me that their system did not reflect any of this. I followed up with FCA again on July 28 and spoke with ******* who advised that *** had changed again, this time to August 18 and that he would expedite again and have the Case Manager update me ASAP. This morning I called again as I still have not received an update and was advised by ******* that the *** is now August 30. She advised that she would expedite again however this would be the final time as they can only expedite 3 times per part. I have yet to hear from the case manager. I suggested an after market part to the dealership and they have advised that because of warranty thats not an option however when Ive asked about a loaner or a rental, they cannot provide one as the vehicle is not covered under warranty, only the part. They replaced this same part just last summer. This is a vehicle down situation and the car cannnot be driven until the part is received. This is now affecting our ability to work as we are down to one vehicle for 3 plus soon to be 4. No resolutions have been offered.

  Business Response

  Date: 03/08/2023

  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. We have advised our customer that ********************** is very sensitive to the consequences of parts delays and as a result, we are attempting to minimize delivery time to our dealers. However, the factors influencing our inventory are many and include supplier availability, storage capacity, and part demand.  These factors are continually reviewed to ensure optimal combinations; however, there will inevitably be some delays, which we may not be able to modify. FCA is making every effort to provide the part as quickly as possible and to repair the vehicle. The case manager is working with FCA and the parts supplier to obtain the part and will follow up with the customer with updates when they become available. 

  Customer Answer

  Date: 14/08/2023

  On August 3 I was able to speak with the Case Manager assigned at FCA and he advised me that he has spoken with the Service Manager at the dealership and that the dealership was to make a call on their end to further expedite the part.  The Case Manager was then on vacation however I called daily for updates and was informed by another Case Manager on August 10 that the dealership had not only waited 6 weeks to order the part but that they had not indicated on the order that this was an vehicle that was off the road pending the part.  At this time, I was advised that the part showed a due date of August 30 and that at Team Leader at FCA was now involved.  Today I called back hoping to speak with the Case Manager now back from vacation however he wasnt available and the part is now showing a first week of September arrival date.  We checked on the vehicle this weekend and it is parked in the back lot of the dealership sitting on flat tires and with a dead battery.  Its clear it hasnt been moved or started since dropped off on May 2.  Given that its a diesel engine this puts the whole engine at risk with the fuel sitting for so long in the humid summer weather, not to mention the brakes etc.  There is no way to know if there is any other damage (rodents chewing wires etc). There are also a number of new scratches and dents visible.   Its just sitting there rotting.  Given the lack of accountability from the dealership Im now curious on who will be responsible for the extra work now needed on the vehicle due to this 4 month and counting delay.

  Customer Answer

  Date: 15/08/2023

   
  Complaint: 20413927
  
  I am rejecting this response because:

  On August 3 I was able to speak with the Case Manager assigned at FCA and he advised me that he has spoken with the Service Manager at the dealership and that the dealership was to make a call on their end to further expedite the part.  The Case Manager was then on vacation however I called daily for updates and was informed by another Case Manager on August 10 that the dealership had not only waited 6 weeks to order the part but that they had not indicated on the order that this was an vehicle that was off the road pending the part.  At this time, I was advised that the part showed a due date of August 30 and that at Team Leader at FCA was now involved.  Today I called back hoping to speak with the Case Manager now back from vacation however he wasnt available and the part is now showing a first week of September arrival date.  We checked on the vehicle this weekend and it is parked in the back lot of the dealership sitting on flat tires and with a dead battery.  Its clear it hasnt been moved or started since dropped off on May 2.  Given that its a diesel engine this puts the whole engine at risk with the fuel sitting for so long in the humid summer weather, not to mention the brakes etc.  There is no way to know if there is any other damage (rodents chewing wires etc). There are also a number of new scratches and dents visible.   Its just sitting there rotting.  Given the lack of accountability from the dealership Im now curious on who will be responsible for the extra work now needed on the vehicle due to this 4 month and counting delay.
  
  Sincerely,
  
  *********************

  Business Response

  Date: 15/08/2023

  We appreciate you bringing this matter to our attention again. The customer has been advised that  FCA is working with the parts suppliers and is making every effort to provide the parts in order to repair the vehicle. However there are factors outside FCA's control that are causing delays. The case manager will follow up with the customer to provide updates as soon as updates become available. 

• Initial Complaint

  Date:01/08/2023

  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.

  On June 22 we were having mechanical issues with our 2015 Ram 2500, with extended warranty ************ The check engine light came on, which we read with our personal code reader to be CODE P0406: ************ Recirculation Sensor A Circuit High. The truck also stalled while driving on the highway, though we were able to restart the engine. As we were on holiday, towing a travel trailer, and staying 1000 kms away from home, we called our home Grande Prairie Dodge Chrysler for advice and they advised to call our warranty firm, FCA Canada at **************, as *** will sometimes approve repairs at another facility. My wife and I ultimately did call FCA Canada for advice on how to proceed as we are covered under extended warranty and did not have our terms of service, and no *** facility was able to get us in for service before July 16 (more than three weeks later). We were advised that issues causing CODE P0406 were covered under our warranty and advised that we had trip interruption insurance with our warranty. Due to our circumstances while travelling, and that no *** facility was able to give us an appointment, we were given authorization to take our truck to any licenced facility, as long as they used MOPAR parts for the repair and advised to submit our receipts for reimbursement (Case # # ********, agent ***********************). Over the course of the next few days the trucks mechanical issues got worse, with the truck stalling every few seconds, throwing further codes, including for the electronic braking system, fuel system and trailer system. The truck was also running very rich and using considerably more fuel than usual. The truck also went into limp mode and would not operate over 85km/hr. This all made it unsafe to operate so we knew we could not drive the truck, towing a trailer, with our family, 1000km back home. We made an appointment with Fraser Valley Autopro, NAPA in **********. They replaced the *************** to the cost of $1195.64. We dropped the truck off there on June 26 and picked up on June 28. The truck ran perfectly after that. We continued our holiday and headed home on July 3, the Monday of the statutory holiday. Part-way home, the check engine came back on, and the truck began to stall and warn of other mechanical failures, same as before.Due to the holiday *** and NAPA were closed, so we a rented a campsite in ******* and waited until morning. ******* NAPA accepted out truck on July 4 for diagnosis with the intent to fit it in when possible. On July 5 we got through to FCA Canada and spoke with *** agent *******. He reviewed our case and gave a new case number, Case # ********. We spoke for over an hour, reviewing all the details. I let him know that the truck had broke again and said that we had dropped it at **** however that they had not yet looked at it, and wanted to know if this was best to do, or if we should take it to Dodge. He advised that in order to make a decision he had to know what **** said, so to wait on the diagnosis from NAPA and to call him back when we heard.July 6, **** called and said that the truck was fixed and we could pick it up. It took hours to diagnosis and find the issue, which turned out to be a broken wire, however, they did a small temporary repair and advised to have the *** Valve Pigtail replaced by our home *** facility when we returned home. This cost an additional $528.20 in labour to diagnose. We called and left messages for *** ******* on July 6th, 7th (twice), 10, and 11. To date, no call backs have been received. Since then, we have made several additional calls to ***, only to learn that *** *********************** who assigned Case # ******** had no authority to give us permission to have our truck fixed at another facility and that they will not reimburse. I have escalated the issue, only to be told the same thing. We are requesting that FCA Canada reimburses us for the warranty work completed, as well as for the trip interruption expenses, all of which totals $2276.23. We request this as we did our due diligence by calling Grande Prairie Dodge Chrysler and FCA Canada for direction and did exactly as we were told, with the commitment made by the *** agent that there would be reimbursement made. By not reimbursing this claim, *** is operating in bad ****** It would seem from our experience that agents may be either not trained properly resulting in giving false information, or perhaps agents are trained to give false information to make the process exceedingly burdensome to the customer resulting in *** not needing to pay the claim. Either way, the fault lies with ***, not the customer so we request that *** honours the commitment made by *** agent *********************** on June 23, and reimburse our expenses. Had we not received the authorization and advice we got directly from the *** call centre, we would have had the truck towed to the nearest *** facility, claimed the duration of the interruption as well as car rental, and waited for repair, as we have since learned is the typical process. However, that was not what we were advised to do upon our initial call; we did as we were told we were authorized by having the repairs completed elsewhere. Further, as *** ******* directed us to get the diagnosis from NAPA for our second break-down, we request coverage for that as well.

  Customer Answer

  Date: 01/08/2023

  The included attachments did not upload with the original complaint. Please add, thank you.

  Business Response

  Date: 03/08/2023

  We appreciate you bringing this matter to our attention. We are currently in communication with the customer and are currently reviewing the concern.

  Customer Answer

  Date: 08/08/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution, along with discussion had with the company rep, is satisfactory to me at this time. 
  
  Sincerely,
  
  ***************