Business Profile

Auto Manufacturers

Stellantis

Headquarters

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Complaints

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

Customer Complaints Summary

1,579 total complaints in the last 3 years.
541 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:11/14/2024
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.
In November of 2023 I noticed spots on my jeep that looked like rust bubbles. I called Jeep Cares, got a case number and I had to find a dealership with a paint shop. I did. There is a waiting period and when my appointment came, the dealership (body shop) no longer will do the work. Due to non payment from Stellantis. I then got another case number in September of 2024 and have been promised call backs from a case manager from Jeep Cares. I call every other day and have all of the names of the people I have spoke with. Each time I am promised a call back. Yesterday, 11/13/2024 I was on hold for another case manager for 2 hours and 12 minutes no one ever picked up my call. My original case number, I was paying 15% Jeep was paying 85%. I even have it in writing from several emails. I do not understand why Jeep, Stellantis does not have a way to call and complain about a company "Jeep Cares" when clearly they do not care. All of my information has been documented. I did the work again to find another dealership to complete the paint job. And I am continuely lied to from "Jeep Cares" **************. If they are using falty paint and I am paying for a portion of their problem, I would think on a ********* vehicle I would get a call back. And when I started this it was covered under warranty. Any help would be greatly appreciated.
Customer Answer
Date: 11/14/2024
Vin for the 2018 Jeep
*****************
Thank you,
*****

Business Response
Date: 11/15/2024
Better Business Bureau of Detroit & *********************;

*********************************************************** 100

********************-4163

BBB case 22555846

Our File: 91480115

Thank you for forwarding the complaint from ******* ******. According to our records case ******** was closed.

I have sent a note to the case manager for that case to contact the customer.

********************** will continue to honor any future repairs necessary per terms of the active factory warranty.

Best *****************************************************************************************************************************************************
Customer Answer
Date: 11/20/2024
[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:
Does this mean Jeep Cares, Stellantis, will pay for my jeep to be repainted? Thank you for the help. Does this mean someone will call me back from Jeep Cares?
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
******* ******
Initial Complaint
Date:11/14/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My vehicle has an open recall with no solution. Chrysler has stated they will reimburse me for a rental car. I have submitted all required documentation and only received 1 check since August 2024. Each time I call Chrysler, I get a different response. Apparently now I no longer have a case manager and my requests are in some queue with no time frame. Of course my credit card bill is coming due in about 1 week. My case number is ********. My VIN last 8 are JR172662. I'm currently out over $2000. Additionally, I wish to be compensated for the amount of time I have spent trying to resolve this by phone. Or Chrysler should rent these cars and get rid of their antiquated reimbursement process that simply does not work.
Business Response
Date: 11/14/2024
Better Business Bureau of Detroit & *********************;

*********************************************************** 100

********************-4163

BBB case 22555505

Our File: 91476277

Thank you for forwarding the complaint from **** *******. According to our records case ******** is in que for a case manager for reimbursement.

I have sent a note asking for an update for the customer.

********************** 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: 11/14/2024
[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:
This gives me no time frame. Im asking to be compensated for my time. I need to know when this check will be mailed. I submitted documentation on 10/11/2024 and Chrysler has failed to act within 4 weeks as agreed upon. You changed the case manager situation, put me in a queue and communicated nothing to me. I have spent hours on the phone and am no closer to a resolution. Each time I have been told you will hear something soon I have been met with silence and absolutely zero communication.
[You must provide details of why you are not satisfied with this resolution. Please type details here:]

Regards,

**** *******
Business Response
Date: 11/18/2024
Better Business Bureau of Detroit & *********************;

*********************************************************** 100

********************-4163

BBB case 22555505

Our File: 91498025

Thank you for forwarding the complaint from **** *******. According to our records case ******** on November 14, 2024 customer was advised case is referred to a different team who will handle rental reimbursement and have to wait for a new case manager.

Currently no ETA for the replacement battery.

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: 11/18/2024
[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 have not answered any of my questions. You changed your process without telling me. Youre telling me something about a battery. This is not my concern. My concern is Stellantis said they would reimburse me for a rental car and they are not. My credit card bill is due 11/21/2024 and all Ive heard is you will hear from somebody. You have changed the rules and are changing the subject of this complaint. This matter remains unresolved until there is a check in my mailbox. Being in some queue with no timeframe does absolutely nothing and is unacceptable.
[You must provide details of why you are not satisfied with this resolution. Please type details here:]

Regards,

**** *******
Initial Complaint
Date:11/14/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On 19OCT our hybrid Chrysler van (2021, 55K miles) refused to go into drive or reverse. It was towed to the nearest dealer, whereupon they ran through their battery of tests and were forced to elevate it to Stellantis for further investigation. Based on the problems the dealership (who wants to help but is hamstrung by the new centralized processes) thinks it's likely the hybrid battery, but Stellantis will not release a new one for installation, instead directing test after update after test. It has been nearly a month -- at what point is it "enough?" -- and we are still without a family vehicle. *** says they will "reimburse" us for rentals (up to a certain daily rate), but the last time this issue occurred, the dealership says it took ~6 months. I cannot afford to float a 0% loan for a six-month rental to *** by paying out of pocket for a rental for that long, even if it ends up shorter and the balance is returned -- even a week at a time is a stretch. The dealership is unable to provide an adequate loaner -- their one van is currently out on a lemon-law buyout case, and what they have will not fit us all. Because Stellantis is slow-rolling the repairs (likely trying to find the lowest-cost repair that will squeak us over 60K and out of the manufacturer's warranty) and because *** will not pay for a rental directly, we are effectively homebound, with Thanksgiving coming ***** it stands, Stellantis / *** seems indifferent to problems caused by their own poor manufacturing and QA, leaving the dealership to take the brunt of the complaints, and the customer to take the brunt of the cost (in part or in full, at least up front).
Customer Answer
Date: 11/14/2024
VIN: *****************
Business Response
Date: 11/15/2024
Better Business Bureau of Detroit & *********************;

*********************************************************** 100

********************-4163

BBB case 22555196

Our File: 91479989

Thank you for forwarding the complaint from ******* *********. According to our records case ******* a STAR case has been opened for the vehicle.

On Novemebr 6, 2024 the customer was avised that we can reimburse up to 80$ per day for a week and later after getting an update from the dealer we can extend or seek for a loaner.

Stellantis will continue to honor any future repairs necessary per terms of the active factory warranty.

Best Regard,

Jen

T0103P4

Stellantis Customer Care
Initial Complaint
Date:11/14/2024
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Leased vehicle from jeep April 2023. Has had many issues. Biggest current issue is recall of battery which is a SAFETY hazard, engine can catch on fire if car is charged. Cannot charge vehicle which was a big reason I purchased the car was for the electric part and saving gas money. Now I am unable to use this feature and there is no remedy to this problem. Car also does charge itself as you drive which is not possible to turn off and I do not feel safe in this car knowing it is a fire hazard. filed complaint with jeep recall and they said there was nothing they could do at this point. I have had many other issues with this car as well, including other recalls, heat not working, defroster not working, coolant to the battery. Overall I do not feel safe in this vehicle but I am not getting an option for a buyback from Jeep on this car despite I do not own it and I am just leasing. My preferred resolution is just for jeep to end my lease early and let me go find a vehicle I do feel safe driving.
Customer Answer
Date: 11/14/2024
Vin number
*****************
Business Response
Date: 11/14/2024
Better Business Bureau of Detroit & *********************;

*********************************************************** 100

********************-4163

BBB case 22555192

Our File: 91476103

Thank you for forwarding the complaint from **** ****. According to our records case ******** the case manager spoke with the customer on November 4, 2024.

The cuistomer was advised tht the buyback was declined, rental assistance was declined as well.

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: 11/14/2024
[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 am paying a lot of money per month for a car that is not able to perform how it should and also is not safe to drive. A rental car is not the same as this vehicle should be. Im paying over 600$ a month, I do not want to drive a rental car. You are not providing a product that is working per my lease contract. I think it is totally fair to ask for a lease buy out.

Regards,

**** ****
Business Response
Date: 11/15/2024
Better Business Bureau of Detroit & *********************;

*********************************************************** 100

********************-4163

BBB case 22555192

Our File: 91480466

Thank you for forwarding the complaint from **** ****. According to our records case ******** the customer was advisd that rental reimbursement and buyback were declined and the case was closed.

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: 11/15/2024
[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:

yes that is the issue Im trying to resolve. I do not agree with the buyback being denied. This is what I reach out for assistant with. As I do not think stellantis is acting correctly by denying this and making me continue to drive a car that I pay a lot of money for and feel unsafe in. There responses here prove their unwillingness to accept responsibility and unwillingness to help with the situation.

Regards,

**** ****
Initial Complaint
Date:11/13/2024
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.
2023 Jeep Wrangler 4xe has an unfixable recall. My current housing has advised that they will not allow me to park my vehicle due to risk of fire in the garage Jeep has stated that there is no fix as of now and unwilling to help Vin #***************** 2023 jeep wrangler
Business Response
Date: 11/14/2024
Better Business Bureau of Detroit & *********************;

*********************************************************** 100

********************-4163

BBB case 22554085

Our File: 91472449

Thank you for forwarding the complaint from ******* *********. According to our records case ******** the agent advised the customer not to charge the vehicle or park inside a building.

The case has been escalated and when the case managers reviews the case they will reach out to the customer.

********************** 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: 11/14/2024
[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:

Hello
I understand they are advising to park outside and not charge. I live in *********** and have no option of street parking due to city regulations. The housing where i currently live is not allowing me to park in the garage which is my only option to park. I also have to pay 200 dollars a month just to park at my building and now thats not even an option. I would like them to either honor a rental car or work with the dealer to allow them to let me exchange the car because the dealers are giving me auction prices. That is putting me at negative value of over 15k

Regards,

******* *********
Business Response
Date: 11/15/2024
Better Business Bureau of Detroit & *********************;

*********************************************************** 100

********************-4163

BBB case 22554085

Our File: 91479759

Thank you for forwarding the complaint from ******* *********. According to our records case ******** has no updates.

I have sent a note for case manager to reach out to the customer with an update.

********************** 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: 11/19/2024
[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 am looking for a follow up. The company said someone would reach out to me. When i called to open a case with the fca they told me they would have someone reach out in 24/48 hours.

Regards,

******* *********
Business Response
Date: 11/19/2024
Better Business Bureau of Detroit & *********************;

*********************************************************** 100

********************-4163

BBB case 22554085

Our File: 91507101

Thank you for forwarding the complaint from ******* *********. According to our records case ******** was direected to the wrong department, it has now been redirected.

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: 11/26/2024
[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:

Hello i am still waiting on a response from the business. No one has reached out to me.

Regards,

******* *********
Initial Complaint
Date:11/12/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On September 14 2023, my Jeep went in for a motor mount replacement. Since that repair my floorboard vents do not operate normally. I have been told since December of 2023 that I would receive a $4,000 cash settlement to offset my troubles. Since then my Jeep has been to the shop 9 nines. Right axle broke, pillars rattling, rear coil spring, nut on steering wheel and the lasted was a transmission replacement. They had my Jeep for 4 weeks. I did an arbitration hearing in June and I was told then this would not impact my settlement. I escaladed my case to the manager at Stellantis who said my case was worth $7,000-$8,5000 in October right after it went back to the shop. He called me today and said that I am not eligible because I filed an arbitration case and lost in June. I made sure before I filed the case that this would not inpact my settlement and ****** said no. They are not paying me anything. He claimed that he did not pull my case to review before he spoke to me. He is a manager and said that...WOW. I was crying on the phone and he said this conversation wasn't going anywhere. How mean and rude. How can you treat people like? My pillar in my door is still rattling after three attempts of fixing. The vents still do not work correctly even after I was told engineers would review, and did not. You didn't fix the car and things keep going wrong. I want my settlement cash offer that was promised to me. That is completely not fair. I was trying to trade it in on 10/18 and ****** was going to send the money and I was going to purchase another vehicle from you.
Customer Answer
Date: 11/12/2024
VIN: *****************
Business Response
Date: 11/12/2024
Better Business Bureau of Detroit & *********************;

*********************************************************** 100

********************-4163

BBB case 22545378

Our File: 91456139

Thank you for forwarding the complaint from ***** ********. According to our records ******** the case manager emailed the customer for documentation for the dent on the bumper, and payment statement.

Once the case manager has those documents she will reach out to the customer.

********************** will continue to honor any future repairs necessary per terms of the active factory warranty.

Best Regard,

Jen

T0103P4

Stellantis Customer Care
Initial Complaint
Date:11/07/2024
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 Leased a 2025 Dodge Ram Truck from ******************* on August 31, 2024 the check engine light came on September 10, 2024 vehicle only had 270 miles on it. Contacted my sales person ***, I stated "I have a problem" *** then stated " don't tell me your check engine light came on"I was then told just drive the vehicle because there is no fix for the vehicle right now. I tried to drive the vehicle it was having acceleration problems on the highway, I was also having issues with the vehicle not starting at all. When i took the vehicle to Brunswick automart the service technician tried starting the vehicle and it would not start for him. The vehicle has been at the dealership just sitting with no fix and I am paying $625.00 a month plus I traded in a perfectly running 2019 Dodge Ram Truck also putting down $1,000.00 at time of purchase. I asked to have my old vehicle returned and cancel the deal, I was told they did not know where my vehicle was and it was impossible to cancel the deal.Stellantis has reached out to me on several occasions advising me to just drive the vehicle until a fix is created, I have advised them the vehicle has starting issues along with the other problems.Also be advised when I dropped the vehicle off with the service manager he advised me that they have other models from other customers there waiting for service and at least 2 customers a week are coming in with the same problem.
Customer Answer
Date: 11/08/2024
*****************
Business Response
Date: 11/12/2024
Better Business Bureau of Detroit & *********************;

*********************************************************** 100

********************-4163

BBB case 22526614

Our File: 91451057

Thank you for forwarding the complaint from ****** *****. According to our records case ******** the case manager sent the customer an email.

Good afternoon,
Hope you are doing well!

We are waiting for a repair to be released for the verifiable concern regarding the vehicle, at this time we are waiting for the repair to be released. Thank you.

Regards,
*******
Customer Care & Experience
Customer Retention Team
*************** Prompt #2 Ext #****

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: 11/12/2024
[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:

[You must provide details of why you are not satisfied with this resolution. Please type details here:]

Regards,

****** *****
I do not accept this offer, the vehicle is still not fixed.
Business Response
Date: 11/13/2024
Better Business Bureau of Detroit & *********************;

*********************************************************** 100

********************-4163

BBB case 22526614

Our File: 91461252

Thank you for forwarding the complaint from ****** ***** . According to our records case 91046016 at this time we are waiting for the repair to be released.

When the case manger has information on a repair release they will contact the customer.

********************** 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: 12/19/2024
The vehicle is back at the shop again
Initial Complaint
Date:10/31/2024
Type:Sales and Advertising Issues
Status:
UnresolvedMore 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.
20Aug2024 A 2022 Jeep ************** NS105456 with about ****** miles on it was brought into ***** *** dealership for a warranty repair. The owner was visiting the ******** and live in **** **. The part was on back order and resulted in *** issuing a car rental that was charged to the credit card of the owner. Due to the part on back order the Jeep was not repaired in a timely manner. ***** the case manager was contacted via phone and email over the course of 2 months without any resolution. Current case # ******** and I am owed ******** for the rental car FCA put me in. At this point that is all I am asking is to be reimbursed for the rental they put me in. Not the fact that I had to stay for a week in an **** waiting for my car as they told me it would be ready in one week.
Customer Answer
Date: 10/31/2024
VIN IS *****************

Business Response
Date: 11/01/2024
Better Business Bureau of Detroit & *********************;

*********************************************************** 100

********************-4163

BBB case 22498123

Our File: 91377792

Thank you for forwarding the complaint from ***** Bonanza. According to our records case ******** has been escalated to a team for review.

Please allow the team 5 business days to review the case.

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: 11/04/2024
[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:

After many attempts who has this been escalated to? If this is ***** who is the Jeep Wagonneer Specialist he has hung up or I have been disconnected anytime someone transfers me. When the system forwards me direct it goes to voice mail. I have left many messages over the course of months. All that I am looking for is to be reimbursed for the rental you put me in. Until that check is in my hands then I will reject any attempt to consider this closed. I have been very resonable through this repair on a vechicle that cost over $120,000 that had ****** miles on it at the time of the issue. Please put me in touch with someone who will work with me and call me back so we can get this resolved. ************ is my cell. It is unbelievable that I had to go through the BBB to get your attention after decades of spending *******s of dollars with Jeep. This is very disappointing.

Regards,

***** Bonanza
Initial Complaint
Date:10/29/2024
Type:Service or Repair Issues
Status:
UnresolvedMore 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.
Firstly, I want to commend the team at ******* Chrysler Dodge Jeep Ram in ********** for their exceptional support throughout this process. However, my experience with Stellantis Customer Retention has been frustrating, to say the least.Summary of Issues:I purchased my vehicle in August 2023 and soon encountered air conditioning issues.The vehicle has been serviced multiple times for the same problem, including:March 18, 2024: Air conditioning failure and a recall for the defroster.June *****, 2024: Air conditioning issue; chiller replaced.July 10 - August 5, 2024: Inverter replacement; ongoing air conditioning issues.During a recent trip, the air conditioning failed again, causing significant discomfort. After escalating the matter to Stellantis, I have encountered a lack of communication and *************** # ******** Details:My case manager, *********, has repeatedly stated that there is no update and that I need to wait for a timeline for repair, despite being advised by the dealership that my issue is a known problem with no current solution.I have requested a buy-back due to the ongoing issues and my safety concerns, but I have been told I am not eligible.Despite multiple attempts to escalate this matter, I have received little to no concrete action from Stellantis. I am currently in a rental vehicle, having been told it would be for a short period, but here we are weeks later with no resolution in sight.I am asking for urgent assistance from the Customer Retention or Buy Back team to facilitate the buy-back of my Jeep and a refund of my lease payments. The situation has caused considerable inconvenience, and I no longer feel safe driving this vehicle.
Customer Answer
Date: 10/29/2024
VIN is 1C4RJYB6XP895586
Business Response
Date: 10/30/2024
BBB case 22487170

Our File: 91357956

Thank you for forwarding the complaint from ******* ******. According to our records case ******** is with our legal team.

Once the have completed their review, a manager will reach out to the customer.

********************** 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: 10/30/2024
[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:]
Hello,

Im reaching out for assistance in resolving persistent issues with a 2023 Jeep Cherokee 4xe, purchased in August 2023. This issue has been ongoing for over a year, and I am requesting Stellantis Customer Retention to address it by October 31, 2024.

Background on Service History
Shortly after my purchase, I encountered air conditioning issues that have recurred multiple times despite repeated repairs by ******* Chrysler Dodge Jeep Ram in **********, whose service team has been exceptionally helpful:

        March 18, 2024: Air conditioning failure and recall repair for the defroster.
        June *****, 2024: Air conditioning failure; chiller replaced. Air conditioner failed again on June 29 while returning from a trip.
        July 10 - August 5, 2024: Air conditioning failure; inverter replaced after delayed part order.

Customer Retention Challenges
To seek further support, I opened Case #******** with Stellantis Customer Retention. However, attempts to communicate and resolve the case have been challenging:

    1. Initial **************** Communication was difficult, with delayed or missed responses. The case was closed by my representative, *********, without a resolution.
    2. Extended Rental Vehicle Use: My vehicle has been in the shop since September 20, 2024, and Ive been using a smaller Jeep Compass, which has not met my needs, especially on a recent vacation.
    3. Request for Buy Back Program: Based on feedback from ******* dealership and field technicians, I sought to initiate the Buy Back Program, as my vehicle issues are reportedly a known problem with the 2023 Jeep 4xe. However, my request for the buyback was repeatedly denied or deferred, pending a repair timeline.

Supervisors Assistance
After requesting escalation, I spoke with a supervisor who acknowledged my frustration and confirmed that the buyback paperwork had been submitted and was under review. I appreciated the offer to potentially refund my last months lease payment, but I urgently need a comprehensive resolution.

Given the extended issues with my vehicle and the lack of timely communication and resolution from Stellantis, I am requesting:

        Confirmation that my buyback application is approved and expedited.
        A clear timeline for either a final repair solution or the buyback completion.

Please understand that this situation has reached a critical point, and I expect a resolution by October 31, 2024. Thank you for your prompt attention to this matter.

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

Business Response
Date: 10/31/2024
Better Business Bureau of Detroit & *********************;

*********************************************************** 100

********************-4163

BBB case 22487170

Our File: 91368268

Thank you for forwarding the complaint from ******* ******. According to our records case ******** is with our legal department.

They handle the buyback cases and will contact you when they have reviewed the case and have a decision.

I have sent them a note asking for them to contact the customer as soon as possible.

********************** 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: 10/31/2024
[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 tdetails here:]
I will be satisfied once I receive a callback from Stellantis. This issue has been going on far too long. And now there is a recall because the battery can catch on fire. Recommendations say dont plug it in. I payed extra for a hybrid and now I cant use it because it can catch on fire. Totally unacceptable
Regards,

******* ******
Initial Complaint
Date:10/28/2024
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.
We bought 2 jeep 4xe and both vehicles have recalls due to batteries that could catch fire with the vehicle on or off. We were told on the recall notice not park them inside a garage, near any structure or next to other vehicles. There is no current fix to these batteries. We have been calling all of the phone numbers provided and we currently have claim number with Jeep customer service and seem to hit a wall. ********************** tells us to contact the financial company, they stated they are only the lenders, we have also been told to contact the dealer. The dealer is just sales they are not the manufacturer. We have two brand new vehicles that we are current with the payments and we cannot drive them safely. Our lives are at risk with these vehicles, at this time there is no company who wants to take responsibility for these vehicles.
Customer Answer
Date: 10/29/2024
*****************
Business Response
Date: 10/30/2024
Better Business Bureau of Detroit & *********************;

*********************************************************** 100

********************-4163

BBB case 22483884

Our File: 91357224

Thank you for forwarding the complaint from ***** *********. According to our records cases ******** and ******** for both vehicles have both been escalated to a specialist for review.

Once the review has been completed, the specialist will reach out to the customer.

********************** will continue to honor any future repairs necessary per terms of the active factory warranty.

Best *****************************************************************************************************************************************************
Customer Answer
Date: 11/04/2024
[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:]

Regards,

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

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