Complaints

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

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• 

  Stellantis

  1000 Chrysler Drive Auburn Hills, MI 48326-2766

• 

  Stellantis

  1000 Chrysler Drive CIMS 485-13-65 Auburn Hills, MI 48326-2766

• 

  Stellantis

  P.O. Box 21-8004 Auburn Hills, MI 48321

• 

  Stellantis

  4944 Parkway Plaza Blvd Ste 470 Charlotte, NC 28217-1969

• 

  Stellantis

  11811 N. Tatum Blvd. #4025 Phoenix, AZ 85028

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:12/05/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received a recall notice for my 2023 Jeep Grand Cherokee Overland Hybrid 4x4 which states that there is a faulty "high voltage" battery on the hybrid side (electrical) of the motor with no exsisting fix and none forthcoming in the near future. This recall notice is an electrical hazard whereas the battery can actually "explode" meaning that it is unsafe to drive. The vehicle has been in the shop on several different occassions with a "new motor" put into it which cost me 4 months of renting another car as well as for other problems. I called Jeep **************** on 11/22/2024 and requested a "buyback" for this "lemon" but received a "no" answer on 12/5/2024 only after I had called them back asking why they had not contacted me as they said that they would. Me and my family cannot be driving in a car that has the high potential of exploding, causing a fire or wreck and injuring us or innocent bystanders because of a "high voltage" fire hazard battery

  Customer Answer

  Date: 12/06/2024

  VIN# *****************

  Business Response

  Date: 12/09/2024

  Better Business Bureau of Detroit & *********************;
  
  *********************************************************** 100    
  
  ********************-4163  
  
  BBB case 22646352
  
  Our File: 91651832
  
  
  Thank you for forwarding the complaint from ***** *********. According to our records case ******** has been created and sent to a case manager for review.
  
  The customer asked for the revview and was advised to wait for them to review and someone will reach out when they have made a decision.
  
  Stellantis will continue to honor any future repairs necessary per terms of the active factory warranty.
  
  Best Regard,
  
  ***
  
  T0103P4
  
  Stellantis Customer Care
  
  

  Customer Answer

  Date: 12/12/2024

  [A default letter is provided here which indicates your rejection of the business's response. 
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this response appear below:
  
  [The action that they relayed to you has already occurred and is not satisfactory. I had to contact them and got the response they sent you which does not address the issue as they rejected my proposal to settle the issue:]
  
  Regards,
  
  ***** *********

  Business Response

  Date: 12/12/2024

  Better Business Bureau of Detroit & *********************;
  
  *********************************************************** 100    
  
  ********************-4163  
  
  BBB case 22646352
  
  Our File: 91686283
  
  Thank you for forwarding the complaint from ***** *********. According to our records case ******** and case ******** both cases a for lemonlaw.
  
  Both cases were denied, the customer asked for them to be reviewed.
  
  Both cases have been sent for review, when a decision has been confirmed, some one will reach out to the customer.
  
  ********************** will continue to honor any future repairs necessary per terms of the active factory warranty.
  
  Best Regard,
  
  ***
  
  T0103P4
  
  Stellantis Customer Care
  
  

  Customer Answer

  Date: 12/17/2024

  There was never any teaching out to me from the beginning. When I reported it to Jeep, they insisted that they would contact me and inform me of their decision. No one contacted me at all and I only found out about the first denial because I called them back after 3 weeks to inquire!!! Now they say that there has been a second denial and I learned about it through this conversation, because no one contacted me just like the first denial!!! Please provide me with an adequate car as the one in question, by Stellantis's own admission: can catch on fire because of a faulty electrical battery that may explode without warning! And there is no foreseeable fix to the issue: according to Stellantis!!! The car is totally unsafe and needs to be replaced!!!
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this response appear below:
  
  [You must provide details of why you are not satisfied with this resolution. Please type details here:]
  
  Regards,
  
  ***** *********

• Initial Complaint

  Date:12/05/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My husband and I purchased in cash a NEW 2023 Jeep Compass on June *******. Beginning in July(25)2023 the vehicle began having navigation/radio/phone issues, it has also has misc. Issues.I have taken the vehicle in on 7 repairs. To date the navigation/radio/phone still does not work properly and a issue with backhatch could not be duplicated. These trips for repairs and issues have caused distress and many miles on vehicle to and from dealership not to mention loss towards miles of manufacturers *************** I was told in April 2023 an update would repair navigation/phone/radio issue so I waited and it did not repair issue now they say lemon law period was expired in June. Dealership states nothing they can do it is Stellantis issue, a known ongoing issues with Jeep. Was told I could receive trade-in value of $21,000 minus the ****** miles on vehicle and prorate $2800.00 extended warranty even though I'm under manufacturer warranty as of December *******. Was also told they don't except video or pictures except if dealership sends in.

  Customer Answer

  Date: 12/05/2024

  VIN#*****************

  Business Response

  Date: 12/06/2024

  Better Business Bureau of Detroit & *********************;
  
  *********************************************************** 100    
  
  ********************-4163  
  
  BBB case 22644215
  
  Our File: 91634608
  
  
  Thank you for forwarding the complaint from ******* ****-*****. According to our records case ******** was advised by the case manager that she can get a second opinion. Th customer advised that the next dealer is 2 hours away.
  
  The case manager is calling the dealer to set up an appointment for the customer and will advised her when the appointment is set.
  
  Stellantis will continue to honor any future repairs necessary per terms of the active factory warranty.
  
  Best Regard,
  
  ***
  
  T0103P4
  
  Stellantis Customer Care
  
  

  Customer Answer

  Date: 12/10/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that I would like to close this complaint out.

  Regards,

  ******* ****-*****

• Initial Complaint

  Date:12/04/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am experiencing a serious financial hardship due to Jeeps battery defect recall on my 2021 Jeep Wrangler Rubicon 4xe which I purchased in Dec 2021 from ******* Jeep in ***********. The recall number is 95B/NHTSA 24V-720 which was issued in early October 2024 regarding a battery defect that could cause a spontaneous fire even when the car is not running. This is the 2nd recall for the same issue. In the recall notice Jeep advised customers not to charge the vehicle or park it in any garage or near any other vehicles. They also indicated that the defect will be repaired free of charge but have not issued the remedy for the defect and have not provided a time frame when it will be available.On September 28, 2024 I purchased a new vehicle to replace the Jeep at which time I put the jeep up for sale. The vehicle has ****** miles and is in excellent condition except for the recall defect. On October 10th I recieved an offer of ****** from Century Jeep in **********, MD but when I brought the vehicle to the dealer on October 14th they discovered that the battery safety recall had recently been issued. The dealer would not honor their offer to buy my car since they could not resell it until the safety problem was fixed. Due to this dangerous safety defect I cannot sell the vehcile and have had to make double car loan payments in October and November which is a serious financial hardship. I cancelled the insurance on the jeep to avoid that added hardship. I have made multiple attempts to get help thru Jeeps recall assistance center without any success. One representative suggested that under my circumstances Jeep may buy the vehicle back from me but I was later told by another representative that Jeep declined to consider that. My requests to speak to a supervisor have been ignored. I was also told that Jeep was offering customers free rental cars and gift cards for gas but I have been offered nothing and this would not help in my situation.

  Customer Answer

  Date: 12/05/2024

  Hello, as requested, here is the *** # *****************

  Business Response

  Date: 12/06/2024

  Better Business Bureau of Detroit & *********************;
  
  *********************************************************** 100    
  
  ********************-4163  
  
  BBB case 22642035
  
  Our File: 91633575
  
  Thank you for forwarding the complaint from ***** *******. According to our records case ******** is with the executive team. 
  
  Please allow the team 5 business days to review the case.
  
  The customer can contact US ************* ************** and ask for an update on the case.
  
  Stellantis will continue to honor any future repairs necessary per terms of the active factory warranty.
  
  Best Regard,
  
  ***
  
  T0103P4
  
  Stellantis *************
  
  

• Initial Complaint

  Date:12/04/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a truck at the end of April from ***** Dodge in ******************. The dealer has tried to help me every step of the way, but I believe that Stellantis should buy this truck back from me due to all the electrical issues that I've had. I do believe the truck would qualify to meet the lemon law in the State of ********. I'm currently vetting out legal council options. I've been working with the ************* team from ********************** and the process has not been good. The same issue continues to happen and Stellanits techs have not been able to help diagnose and fix the problem at the dealership. This is 9/10 months in the making and I'm fed up with the experience. I should bet getting better service and this is not what a consumer should expect from a brand new truck.

  Customer Answer

  Date: 12/27/2024

  *****************

  Business Response

  Date: 12/30/2024

  Better Business Bureau of Detroit & *********************;
  
  *********************************************************** 100    
  
  ********************-4163  
  
  BBB case 22639575
  
  Our File: 91789011
  
  Thank you for forwarding the complaint from ***** ****. According to our records case 90099572  it is noted on the case that the repair for this vehicle is in progress. On December 23, 2024 a STAR case was opened and the dealership is working with the tech to repair this vehicle.
  
  I have sent a note to the case manager asking for an update.
  
  Stellantis will continue to honor any future repairs necessary per terms of the active factory warranty.
  
  Best Regard,
  
  
  ***
  
  T0103P4
  
  Stellantis Customer Care
  
  

  Customer Answer

  Date: 01/06/2025

  [A default letter is provided here which indicates your rejection of the business's response. 
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this response appear below:
  
  [You must provide details of why you are not satisfied with this resolution. Please type details here:]

  I'm in agreement that a star case was opened.  they told me they would do that from the start and didn't do that until I complained 2 weeks or mor later that the dealership had the truck.  It wasn't until the dealership told Stellantis that I had it in writing that they would get their star tech involved to help the dealership out.  Note Stellantis told me back in June via means of the dealership that this problem would not be fixed until Q3 with a software update.  1 month into Q3 they said there is no software update and i had to take it to the dealer. Now they are going to try to replace the electronic steering system. They are not confident it will work, but that is what they want to do.  The part takes 45 days to deliver.  I've sent them notice that this vehicle meets the Common Wealth of Ky Lemon Law and they are required to repurchase the vehicle.  I sent them official notice just as The Kentucky lemon Law is found in the Kentucky revised statutes, chapter 367 sections 367.840-367.846 states that I should have.

  
  Regards,
  
  ***** ****

  Business Response

  Date: 01/07/2025

  Better Business Bureau of Detroit & *********************;
  
  *********************************************************** 100    
  
  ********************-4163  
  
  BBB case 22639575
  
  Our File: 91845378
  
  Thank you for forwarding the complaint from ***** ****. According to our records case 90099572
  on January 3, 2025 the case manager advised the customer that the part has been ordered and the case manager will have it expidited, an update the customer.
  
  ********************** will continue to honor any future repairs necessary per terms of the active factory warranty.
  
  Best Regard,
  
  
  ***
  
  T0103P4
  
  Stellantis Customer Care
  
  

  Customer Answer

  Date: 01/21/2025

  The vehicle is still not fixed.  They are just stating a response that they are keeping their factory warranty in tact.  No commitment on timing to fix or confirmation of the parts that will fix the issue.

  Business Response

  Date: 01/24/2025

  Better Business Bureau of Detroit & *********************;
  
  *********************************************************** 100    
  
  ********************-4163  
  
  BBB case 22639575
  
  Our File: 91977229
  
  Thank you for forwarding the complaint from ***** ****. According to our records case 90099572 
  the case manager sent the customer the following email:
  Hello ***** ****,
  
  Hope you are doing well.
  
  ***** from dealership informed that the repairs are in progress and mostly the vehicle be ready within couple of days.
  
  Please don't hesitate to make contact if you have any questions or concerns. Thank you for your patience and cooperation!
  
  
  Best Regards, 
  Athul 
  Stellantis Customer Retention Specialist
  Phone: ************************
  
  Stellantis will continue to honor any future repairs necessary per terms of the active factory warranty.
  
  Best Regard,
  
  
  ***
  
  T0103P4
  
  Stellantis Customer Care
  
  

• Initial Complaint

  Date:12/03/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased my Dodge Challenger brand new in 2018 after having multiple issues with another Chrysler vehicle. Having been a loyal customer for years, it absolutely pains me to find out that Chrysler/Stalantis is so negligent with the products they produce. I recently developed a leak in my engine oil filter housing unit, which was made with faulty plastic parts that warp over time. The issue with the Pentastar unit is well documented over the last several years, but has not been addressed via recall like with other faulty parts. Instead, Chrysler simply stopped manufacturing the faulty part leaving customers to purchase metal aftermarket parts to fix the issue before it causes serious damage. I hope that Chrysler will do the right thing and replace the faulty part in my vehicle. I am amazed this has not become a class action lawsuit yet considering the available evidence based upon customer experiences and the actions of the company to discontinue the part.

  Customer Answer

  Date: 12/04/2024

  VIN:

  *****************

  Business Response

  Date: 12/04/2024

  Better Business Bureau of Detroit & *********************;
  
  *********************************************************** 100    
  
  ********************-4163  
  
  BBB case 22636363
  
  Our File: 91616090
  
  Thank you for forwarding the complaint from **** *********. According to our records there are no open or closed cases for this customer.
  
  I advise the customer to contact US ************* ************** and have a case created for his concerns.
  
  Stellantis will continue to honor any future repairs necessary per terms of the active factory warranty.
  
  Best Regard,
  
  ***
  
  T0103P4
  
  Stellantis *************
  
  

  Customer Answer

  Date: 12/09/2024

  [A default letter is provided here which indicates your rejection of the business's response. 
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this response appear below:
  
  There is no legal requirement for me to file a complaint directly with the business, especially since there are countless complaints here where waiting on hold with the business for lengthy periods of time have resulted in no resolution for countless other parties who have called in. The company can refer to invoice number ****** from the dealership who replaced the faulty part. The total cost was $1,460 for the part and labor. Again, there is a well documented history of this part being defective with no recall issues from the company. If the company wishes to resolve my complaint they can reimburse me for the parts and labor I paid to replace this defective piece. 
  
  Regards,
  
  **** *********

  Business Response

  Date: 12/09/2024

  Better Business Bureau of Detroit & *********************;
  
  *********************************************************** 100    
  
  ********************-4163  
  
  BBB case 22636363
  
  Our File: 91654561
  
  
  Thank you for forwarding the complaint from **** *********. According to our records there are no open or closed cases for this customer.
  
  I advise the customer to contact US ************* ************** and have a case created for his concerns.
  
  With out a case created we are unable to assist the customer.
  
  ********************** will continue to honor any future repairs necessary per terms of the active factory warranty.
  
  Best Regard,
  
  ***
  
  T0103P4
  
  Stellantis *************
  
  

  Customer Answer

  Date: 12/15/2024

  [A default letter is provided here which indicates your rejection of the business's response. 
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this response appear below:
  
  [You must provide details of why you are not satisfied with this resolution. Please type details here:] There is no factory warranty on this faulty part. To insinuate that the part you stopped manufacturing because it was defective is covered is absolutely disingenuous. I look forward to being a part of a class action. 
  
  Regards,
  
  **** *********

• Initial Complaint

  Date:12/03/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been trying to get into contact with Chrysler ************* since November 27th, 2024. I keep getting put on hold or told I chose the wrong option to the prompts, there is no option for Chrysler Customer when calling ************. I keep being sent to the outsourced call center and they can't help me with my concerns. I am imploring you to help me so that my love for the product doesn't get demolished.

  Business Response

  Date: 12/03/2024

  BBB case 22633494
  
  Our File: 91604773
  
  Thank you for forwarding the complaint from ***** ****. According to our records case ******** the customer was advised that since she does not have any active warranties on her vehicle we would not be able to assist with the repair costs. 
  
  She can take the vehicle to the dealership and have them submit a request for cost assistance on her behalf.
  
  The customer asked to speak with a supervisor, the supervisor has tried to contact the customer twice.
  
  ********************** will continue to honor any future repairs necessary per terms of the active factory warranty.
  
  Best Regard,
  
  ***
  
  T0103P4
  
  Stellantis Customer Care
  
  

  Customer Answer

  Date: 12/03/2024

  [A default letter is provided here which indicates your rejection of the business's response. 
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this response appear below:
  
  ******* contacted me once at 7am on Friday morning the 29th. I called back and got a response that the offices were closed. I have called 6 times in the last 2 days with no resolution. I am aware of my warranty coverage no longer being in effect, that is why I am calling. If I had warranty I would not be calling. The issue with my car is a known issue by Chrysler, refer to your ****************** submitted to NHTSA.  
  
  Regards,
  
  ***** ****

  Business Response

  Date: 12/04/2024

  Better Business Bureau of Detroit & *********************;
  
  *********************************************************** 100    
  
  ********************-4163  
  
  BBB case 22633494
  
  Our File: 91611471
  
  Thank you for forwarding the complaint from ***** ****. According to our records case ******** the customer was advised that since she does not have any active warranties on her vehicle we would not be able to assist with the repair costs. 
  
  She can take the vehicle to the dealership and have them submit a request for cost assistance on her behalf.
  
  I have sent a note to the supervisor asking them to contact the customer.
  
  ********************** will continue to honor any future repairs necessary per terms of the active factory warranty.
  
  Best Regard,
  
  ***
  
  T0103P4
  
  Stellantis Customer Care
  
  

  Customer Answer

  Date: 12/04/2024

  [A default letter is provided here which indicates your rejection of the business's response. 
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this response appear below:
  
  I still have not been spoken to directly by any supervisor.  
  
  Regards,
  
  ***** ****

• Initial Complaint

  Date:12/03/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have a 2021 Jeep Wrangler JL--VIN ending in MW605806. On Wednesday, November 27, 2024, the vehicle suddenly and without prior warning overheated. I immediately parked the car. There were no obvious signs of leaks but I put about 1/4 gallon of coolant in as it was low. I had the car towed to my local Jeep Dealer (********** in ********, **). The Service Advisor informed me that the issue related to TSB ********* REV. ** They had to tighten the tighten the bolts connecting the inlet tube. As I searched on some Jeep Forums, I discovered that this issue was addressed with CSN ZD8, however, it's only applicable to certain **** within *********. Clearly, this is a broader issue than just the **** noted in the recall. I want to know how I can have this repair covered as it's clearly a known issue with ********* Jeep Wranglers.

  Business Response

  Date: 12/03/2024

  Better Business Bureau of Detroit & *********************;
  
  *********************************************************** 100    
  
  ********************-4163  
  
  BBB case 22632885
  
  Our File: 91604654
  
  Thank you for forwarding the complaint from ***** *******. According to our records case ******** the case was ecalated to a case manager today for review.
  
  Please allow the case manager 5 Business days to contact the customer.
  
  ********************** will continue to honor any future repairs necessary per terms of the active factory warranty.
  
  Best Regard,
  
  ***
  
  T0103P4
  
  Stellantis Customer Care
  
  

  Customer Answer

  Date: 12/05/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this response appear below:
  
  After contacting FCA, they were willing to cover a portion of the repair cost. This isn't acceptable to me because there's an existing recall (CSN ZD8) applicable to other ********* Jeep Wranglers but because my VIN didn't fall within the ones FCA deemed applicable, the recall doesn't apply to my vehicle. Clearly, it's a manufacturing defect that affects vehicles beyond those noted in the recall. 
  
  Regards,
  
  ***** *******

  Business Response

  Date: 12/06/2024

  Better Business Bureau of Detroit & *********************;
  
  *********************************************************** 100    
  
  ********************-4163  
  
  BBB case 22632885
  
  Our File: 91633777
  
  Thank you for forwarding the complaint from ***** *******. According to our records case ******** on Dec. 5, 2024 the case manager spoke with the customer.
  
  The customer advised that she had spoken with the dealer about cost assitance and waiting on the dealers decision.
  
  Stellantis will continue to honor any future repairs necessary per terms of the active factory warranty.
  
  Best Regard,
  
  ***
  
  T0103P4
  
  Stellantis Customer Care
  
  

  Customer Answer

  Date: 12/06/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this response appear below:
  
  As I noted in my previous response, I still had to pay $122.58. It's not acceptable that *** has issued a CSN for ********* Jeep Wranglers yet, it only applies to certain VINs. Clearly, the issue impacts a broader range of vehicles than only specific VINs. 

  Regards,
  
  ***** *******

• Initial Complaint

  Date:12/03/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a new 2023 Jeep Gladiator (VIN *****************) from ******** CDJR in ********, ** on 02/29/2024, and throughout the nine months since purchasing the truck, the back glass has repeatedly leaked every single time it rains or snows and when washing the vehicle. This has resulted in my possessions that were stored behind and under the backseat being water damaged, and this also has the potential to, if it has not already, ruin electrical and entertainment components located beneath the glass. This is not my first time encountering a failure of this nature with this brand. Over 20 years ago, I worked for an auto glass business in ******** that, along with several auto glass businesses, was contracted to work at *************** to replace auto glass in brand new Ram and Dakota pickup trucks due to the urethane failing to adhere to the primer in the pinch weld resulting in the ability for the glass to be removed from the vehicle simply by pulling on it by hand. Such a monumental and costly manufacturing failure should have been resolved by the manufacturer, but, according to many Jeep owners experiencing the same issue I am experiencing who are sharing this information in online forums, the issue has not been resolved. The dealership initially advised that this was no longer covered by my vehicle's warranty due to the mileage on my vehicle, but later advised that they would warranty the repair. This, however, is unsatisfactory. Removing and successfully saving auto glass is difficult, results in damage to the glass, and potentially results in tempered glass shattering inside of my vehicle during and after removal. I want the hard top to be replaced with a brand new hard top that has been tested and verified to be free of leaks around the back glass and tested and verified again once it is installed, or I would like for the vehicle to be replaced given the unmentioned additional failures I have experienced with the vehicle.

  Business Response

  Date: 12/03/2024

  Better Business Bureau of Detroit & *********************;
  
  *********************************************************** 100    
  
  ********************-4163  
  
  BBB case 22602443
  
  Our File: 91604515
  
  Thank you for forwarding the complaint from ******* ******. According to our records case ******** on October 25, 2024 the customer was sent the following email:
  
  Good day ****!
  
  This is regarding your case ********. The issue of the vehicle regarding needs to be checked by your dealership. We highly encourage you to reach out to your dealership for further technical assistance and contact us again once you have the diagnosis.
  
  Thank you for contacting Jeep ************** Have a great day ahead!
  
  Sincerely,
  Jeep Customer Care
  
  There has been no contact since the email.
  
  The vehicle will need to be diagnosed, then the customer will need to call in with the diagnosis so we can get a case manager involved.
  
  Stellantis will continue to honor any future repairs necessary per terms of the active factory warranty.
  
  Best Regard,
  
  ***
  
  T0103P4
  
  Stellantis Customer Care
  
  

  Customer Answer

  Date: 12/03/2024

  [A default letter is provided here which indicates your rejection of the business's response. 
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this response appear below:
  
  [You must provide details of why you are not satisfied with this resolution. Please type details here:]

  The response from Stellantis is unacceptable as they told me to check with the dealership once previously, and after doing so, the dealerships resolution to replace the glass is also unacceptable. I purchased a brand new vehicle that has leaked since the day I purchased it, and I want the entire hard top replaced. Anything less will be unacceptable, and I will pursue other means of exposing Stellantis negligence via mainstream media and social media. 
  
  Regards,
  
  **** ****

  Business Response

  Date: 12/04/2024

  Better Business Bureau of Detroit & *********************;
  
  *********************************************************** 100    
  
  ********************-4163  
  
  BBB case 22632281
  
  Our File: 91612731
  
  Thank you for forwarding the complaint from **** ****. According to our records case ******** on October 25, 2024 the customer was sent the following email:
  
  Good day ****!
  
  This is regarding your case ********. The issue of the vehicle regarding needs to be checked by your dealership. We highly encourage you to reach out to your dealership for further technical assistance and contact us again once you have the diagnosis.
  
  Thank you for contacting Jeep ************** Have a great day ahead!
  
  Sincerely,
  Jeep Customer Care
  
  There has been no contact since the email and the case has been closed.
  
  The vehicle will need to be diagnosed, then the customer will need to call in with the diagnosis so we can get a case manager involved. Without a diagnosis from the dealerhip we are unable to help at this time.
  
  Stellantis will continue to honor any future repairs necessary per terms of the active factory warranty.
  
  Best Regard,
  
  ***
  
  T0103P4
  
  Stellantis Customer Care
  
  

  Customer Answer

  Date: 12/04/2024

  [A default letter is provided here which indicates your rejection of the business's response. 
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this response appear below:
  
  [You must provide details of why you are not satisfied with this resolution. Please type details here:]
  
  I have already inquired with the dealership regarding this matter, and the dealership suggested resolution is unacceptable. Successfully cutting out a piece of glass from the vehicle, trimming off all excess urethane, and reinstalling the same glass without damaging the glass and vehicle is nearly impossible, and I find this to be an unsatisfactory resolution to my problem. I want the top replaced with a new hard top that has been tested prior to installation. This is the only satisfactory resolution to this issue. If the person receiving this is only in a position to reply with the same responses I have been receiving, I would like the complaint escalated to someone with the authority to provide the desired resolution to response with a more human response. 
  
  Regards,
  
  **** ****

• Initial Complaint

  Date:11/28/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am the owner of a vehicle that has a LIFETIME warranty, which Chrysler/Stellantis is not honoring. My vehicle was towed to a dealership when it broke down on 10-10-24. I have now been without my vehicle for almost two months. The dealership, who has been extremely helpful and I have no complaints with them, diagnosed it as the transmission. The part needed to repair it is no longer made, nor is the part able to be located by the dealership. The dealership advised me to contact Chrysler/Stellantis since it is covered under the lifetime warranty. I recently had open heart surgery and am hard of hearing so I asked my daughter to contact them on my behalf. Her experience with Chrysler/Stellantis has not been positive. The case number is: 91493337.
  She has had five scheduled calls at an agreed upon time with a supervisor, and a supervisor did not call at either of those five times. At other times when she has called, she has been hung up on and the call disconnected. She has also been transferred to someone else's voicemail without being told the call was being transferred, once while she was even in the middle of speaking. When she has spoken with someone, she has stated that I only want a replacement vehicle, of like value, since my vehicle is unable to be fixed, through no fault of my own, and there is a lifetime warranty. I do not want a buy-out, only a replacement vehicle. She has provided the dealership's contact information, but as of 11-27-24, they have not contacted them. She has tried to go up the chain of command at Chrysler/Stellantis, to no avail. On 11-26-24, customer service representative, Mark, told her that just because she asks to speak to a supervisor, doesn't mean she gets to speak to a supervisor. I feel I had no choice but to contact the BBB to try to resolve this.
  The best way to contact me is via email at: [email protected]. I am unable to take phone calls due to my hearing.
  Sincerely,
  Michael Yambor

  *****************

  Business Response

  Date: 12/02/2024

  Better Business Bureau of Detroit & Eastern Michigan 
  
  26777 Central Park Blvd., Ste. 100    
  
  Southfield, MI 48076-4163  
  
  BBB case 22616108
  
  Our File: 91589000
  
  Thank you for forwarding the complaint from Michael Yambor. According to our records case 91493337 is with the case manager and has set up a supervisor call. 
  
  If the customer does not receive the call they should call in and ask for the supervisor.
  
  Stellantis will continue to honor any future repairs necessary per terms of the active factory warranty.
  
  Best Regard,
  
  Jen
  
  T0103P4
  
  Stellantis Customer Care
  
  

  Customer Answer

  Date: 12/16/2024

  [A default letter is provided here which indicates your rejection of the business's response. 
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this response appear below:
  
  [You must provide details of why you are not satisfied with this resolution. Please type details here:]
  
  Regards,
  
  ******* ******

• Initial Complaint

  Date:11/26/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  During the month of May 2024, we took our 2016 Jeep Wrangler to Plaza Chrysler Jeep Dealership in ********* ******* due to a malfunctioning *** Comptroller Module. They informed us that the *** modules were being redesigned by the manufacture and to check with them monthly for an update. We did so throughout and including this month, November2024. The dealer finally gave us a followup telephone number for the Chrysler Jeep Corporation where we were anle to file a formal complaint, We call the number ************ and were assigned the complaint # ********. They informed us that the earliest date for a replacement part is Octover 2025. At the mean time the vehicle can not be safely operated thus it is parked and we are still paying monthly payments of $582 plus insurance coverage. There are thousands of persons who are experincing this problem. We would like to be compensated for our expenses and in additon we would like a similar replacement vehicle at no cost to us while we are waiting for repairs.

  Customer Answer

  Date: 12/01/2024

  *****************

  Business Response

  Date: 12/02/2024

  Better Business Bureau of Detroit & *********************;
  
  *********************************************************** 100    
  
  ********************-4163  
  
  BBB case 22604447
  
  Our File: 91591183
  
  Thank you for forwarding the complaint from ****** and ***** ****. According to our records case ******** has been sent to a case manager.
  
  I have sent a note to the case manager asking for them to update the customer.
  
  ********************** will continue to honor any future repairs necessary per terms of the active factory warranty.
  
  Best Regard,
  
  ***
  
  T0103P4
  
  Stellantis Customer Care