Business Profile

Auto Manufacturers

Stellantis

Headquarters

This business is NOT BBB Accredited.

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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.
536 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:09/05/2024
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 paid 100k for my truck in 2022 and brought it in for all scheduled oil changes and maintenance as well as recalls. Truck went in for an oil change and check engine light on, 3/1/2024 it had 40k miles. picked it up 4/15/24. I was told that it needed a new motor but warranty wanted me to drive it 1k miles to be sure. I returned it two weeks later. The time without my vehicle it has sat in 110 degree Az sun. I'm not blaming the dealership for this but I have the vehicle garaged at home and under covered parking at my work for the entire time I have had it. Warranty has closed my case four times because I assume they are working on processing the paperwork I provide them, only to find out they have closed the case because additional paperwork was requested but never notified me or the dealership. The only time I see any effort made on this case is when I call or email for an update, only to be told they have closed the case again. Warranty been dragging their feet and requesting countless paperwork. As I've stated in previous emails that this process has caused the vehicle Irreparable sun damage and depreciation. I have missed being able to order my 2024 TRX Tyrant Final Edition which I have a deposit on. I have been paying a car note, insurance and significant depreciation for a vehicle, for which I paid 100k for over 5 months, and I am driving a 35k loaner. As I mentioned before, I also had a deposit on a 24 TRX final edition, which is a 125k+ truck that I haven't been able to order because I can't trade in my 2022 that isn't in my possession. Now I have missed the opportunity to order the last V8 TRX produced which is very coveted and would have appreciated in value. I was granted an opportunity to order for being a loyal customer.....WOW (I apologize for grammatical errors and misspellings, I'm exhausted)
Customer Answer
Date: 09/07/2024
*****************
Business Response
Date: 09/10/2024
Better Business Bureau of Detroit & *********************;

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

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

BBB case N0 22247306

Our File: 90989477

Thank you for forwarding the complaint from *************************. According to our records case
90307700 the case manager snd the customer an email.

Good afternoon, ****************,
The only person that I can escalate to on my end would be my direct supervisor, however, he will only be able to tell you the same thing that I have told you. We don't handle the warranty side here at customer care, and he will see the exact same information that I am seeing, which is that the dealer resubmitted the claim for the 4th time. I have once again re-escalated above the dealership & within my corporate resources. I do not know why the warranty department is taking so long to approve and why the claim has been closed out 3 times prior when the dealership keeps providing them with the information requested. If there was something else that I could be doing, I would, as I feel bad this is taking so long. If you wish to speak with my direct supervisor, please let me know & I will request that he follow up with you. I will continue to follow up.

Thank you,
*********
Central BC Case management
*************************

The customer replied that his attorney will be contacting Stellantis and or warranty.

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: 09/10/2024
[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 *********,
As I have stated in our previous correspondence, customer care and you have been terrific and I want to make it perfectly clear to the BBB that I have no issue with your part in this. I am complaining about the warranty department and request that they answer the question as to why my case has been closed three times and why they think that 6 months is an acceptable time frame to make a decision. Even if approved today it could take several weeks if not months for me to receive my vehicle. A year of car payments, insurance, tags and depreciation is in the area of *****k. I request an answer from whomever is supervising the warranty department.

Regards,

*************************
Business Response
Date: 09/12/2024
Better Business Bureau of Detroit & *********************;

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

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

BBB case N0 22247306

Our File: 91005200

Thank you for forwarding the complaint from ************************* . According to our records case ******** the case manager emailed the customer the following email on Sept. 10, 2024.
Good afternoon, ****************,
I have requested that my supervisor follow up with you. I will continue to work with you unless I am advised by my legal team that I need to cease communication. I do not have someone's contact information that you can provide to your lawyer because here at customer care, anytime someone requests our legal department information we need to refer you to your attorney. I have put a task on the case to have my supervisor follow up with you, and I will continue to follow up with you.

Thank you,
*********
Central BC Case management
*************************

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: 09/16/2024
[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:
This is the same run around I have been dealing with for 6 months. I have simply asked for some type of supervisor to please contact me and let me know why this process is taking this long, so the current status of my claim and how much longer is this going to take? I spent $100,000 on a vehicle with your ultimate warranty package that I also paid for and you have had my vehicle for over 6 months letting it sit in the elements with the motor parts inside the vehicle in the hot Arizona Sun baking and making the truck smell like oil. It is depreciating rapidly I am paying a car note Insurance tags Etc onset vehicle all the while I've been driving subpar $30,000 loaner vehicles which is unacceptable. My deposit on the 24th TRX that I had on order isn't being refunded I can't move on to buy another vehicle as I have a $100,000 vehicle sitting on your lot and I'm the only one that can drive this loaner when I'm a family of four. Is this common practice? Is this acceptable? Can I please get an answer? I've been told several times that my case is being escalated this has been months that have gone by that it has been escalated. I've been told weekly that someone would contact me to let me know what is going on this also has not happened. I have also requested someone with whom my attorney can contact to discuss a resolution to this situation, this has also not happened.

Regards,

*************************
Initial Complaint
Date:09/05/2024
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.
We have a 2018 chryslerPacifca hybrid van and the battery system has internal failure and they will not even try to resolve it..they told me it's an internal problem without regards to try and help..also since the day we bought it new it had problems like a new engine, battery system was replaced one before, climate harness issues amongst other issues.
Business Response
Date: 09/24/2024
Better Business Bureau of Detroit & *********************;

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

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

BBB case N0 22243320

Our File: 91086213

Thank you for forwarding the complaint from *** ******. According to our records case ******** the customer was advised that we do not provide financial assistance for the High Voltage Battery once the customer is outside of their 120 month/ ******* mile coverage.

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

Best ***********************************************************************************************************************************
Customer Answer
Date: 09/25/2024
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:]
As I stated before from the manufacture from what they told me was the battery itself had internal issues and they said there is nothing they can do, even though the battery itself cannot be charged anymore. When the van went in for an recall update because of past battery system issues (where once again we could not charge it or parked it near a structure or other vehicles because the car could start on fire). After the update was done we had same issues on battery system. we were told the update that was done on van now had to get another update on the past update to fix the problem. Stellanis told me that the new update recall was not available until late october. So during this whole time the battery is unable to be charged again. All I expect from the manufacture would be to replace the battery our of respect and curtesy to a customer knowing the fact they said battery had internal issues which most likely happened during the update that was performed on van and now requires another update recall to fix past one. Being a long time customer of there products I expect resolution.

Regards,

*** ******
Initial Complaint
Date:09/04/2024
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.
There are so many complaints regarding the purchase of a 2024 Jeep Wagoneer Carbide 8/3/24 from ***************** dealership in ***** (BBB case filed against them as well), but the very worst of my complaints is the fact that I owned this vehicle for TWO weeks before I had to bring it in to the dealership for service for a very serious safety issue. While driving, the vehicle will turn itself off, all of the gears will begin flashing and a message will pop up on the display that the driver should shift the car to P. Even when the car is then shifted into P, you then have to turn the car off and back on to get the engine to kick back on. This happened to me twice in the two weeks I owned the car before I took it to the dealership for service. Service has now driven my vehicle over 100 miles and because they havent yet witnessed the safety issue themselves, they say there is nothing they can do to fix it. I am 6 months pregnant and received the call today to come pick up my brand new car because there is nothing they can do to ensure this doesnt happen again. A quick ****** search will show you that this is not a rare occurrence and actually is a known problem with Jeep and Wagoneers, among many other known problems. There is page after page of this massive safety issue happening to others with little to zero help from dealership or manufacturer.The dealership opened a 'star case' with Stellantis which is where an issue is punted to the manufacturer if the dealership cannot figure it out themselves. Stellantis only suggestion is to continue to put miles on this new vehicle and road test until the problem happened to one of the techs. Manufacturer not willing to help in any way. Will not even do the right thing of switching to a different Wagoneer in hopes that wont wont experience the same issue. Imagine if this safety issue happens again and in turn it causes an accident this time. Then what????
Customer Answer
Date: 09/04/2024
VIN IC4SJVBP0RS161916
Business Response
Date: 09/05/2024
Better Business Bureau of Detroit & *********************;
*********************************************************** 100
********************-4163
BBB case N0 22237031

Our File: 90953262
Thank you for forwarding the complaint from *************************. According to our records there are no open or closed cases for this customer.
I advise that she contact US ************* ************** to have a case created with her concerns.

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

Best Regard,

Jen

T0103P4

Stellantis *************
Customer Answer
Date: 09/05/2024
[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 have confirmed that the information Stellantis has provided in their response is false and there is indeed a star case that was opened and was closed on 9/3 (closed with no resolution). The case # is ********. I have also opened a case with Jeep Wave as of 9/5/24. Please advise to next steps on behalf of Stellantis to properly resolve this safety issue.

Regards,

*************************
Business Response
Date: 09/06/2024
Better Business Bureau of Detroit & *********************;
*********************************************************** 100
********************-4163
BBB case N0 22237031

Our File: 90962194
Thank you for forwarding the complaint from *************************. According to our records case ******** was closed on August 5, 2024.
The customer was advised that the dealer has opened a STAR case. We will need to wait for the results that the technicians find if able to disgnosis the vehicle.

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: 09/06/2024
[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:

Its very obvious Stellantis is not even reading what I am writing before they respond. First they said I had no case opened. Then I provided the information showing that was false and now they say they show a case opened and it was closed. Yes it was closed. By the dealership because they opened a star case and received no assistance from Stellantis. Stellantis response to the star case was for a tech at the dealership to continue to drive my brand new vehicle until the problem hopefully happened while they were in the car. At this point the dealership had already put 100 miles on my brand new car so this is not an acceptance response for a star case.
Stellantis is well aware of the exact same issue I am experiencing as Ive found out that newer Jeeps have been experiencing this issue with no resolution yet the cars are continued to be sold. There are other open cases with Stellantis for this exact same issue.
Stating Stellantis will continue to honor any work covered until warranty is not acceptable. The problem was not fixed and the dealership and they sent me home to continue to drive this car until it stops in the middle of me driving again. This major safety issue should not be happening in a car that is only a month off the lot. Stellantis needs to read what the customer is writing instead of offering canned, thoughtless replies and provide an acceptable resolution here.

Regards,

*************************
Business Response
Date: 09/09/2024
Better Business Bureau of Detroit & *********************;
*********************************************************** 100
********************-4163
BBB case N0 22237031

Our File: 90978625
Thank you for forwarding the complaint from *************************. According to our records case ******** was closed on September 5, 2024.
I would advise the customer to bring the vehicle back to the dealer and/or contact Jeep Wave if they are willing to bring the vehicle back in and allow them to do more testing.

We need a diagnosis to help fix the vehicle.

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: 09/10/2024
[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:

Stellantis did not provide an acceptable resolution to this issue. I will not bring my brand new vehicle back to the shop for a second time (in only one month of ownership) and allow it to be driven by techs for who knows how many miles in order for this problem to be fixed. This is a known problem-there are many cases open with Stellantis for this exact same issue-and Stellantis does not know how to fix it. Yet, the cars continue to be sold with a very highly dangerous safety issue. That is inexcusable. They are attempting to buy time by asking me to bring my new Wagoneer back to the dealership for further testing instead of doing the right thing and either swapping my vehicle for one that has not experienced this issue or unwinding the deal entirely. I will continue to report this to all complaint venues.

Regards,

*************************
Initial Complaint
Date:09/02/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
September 2023 the my 2014 Ram 1500 Truck gave me warning messages that my ABS System needed to be serviced. This was accompanied by the Brake, Traction Control, and ABS warning indicator lights illuminated. I took my vehicle to the local dealership (******************* Chrysler Jeep Dodge) where they diagnosed the problem as failed ABS module. They placed the order and told me the estimated time to receive the part was 7 months (April 2024).Beginning in February 2024, I called the dealer monthly to verify that the part was still on track to be delivered in April. They confirmed that to be true until April when they provided a new estimate of May. When I called in May, they said it was going to be June. When I called back in June, the recommended that I call the ***************** directly to request that they "expedite" the order.I called ************* in July, and they confirmed the part was on order. I requested them to expediate since my vehicle state safety inspection expired in August of 2024. I have contacted customer care via email weekly to get an estimate on when I can expect the part, and they have been unable to provide an estimate, only that they have contacted my dealership, the supplier, and do not have a date.It is now September 2024, nearly 12 months since the part has been ordered. My vehicle cannot pass the state safety inspection and it is now expired. I am not legally able to drive my vehicle anymore. I have been driving for the past 12 months with a vehicle that does not have the safety features of anti-lock braking or traction control. FCA is still unable to provide an estimate for when I can expect my dealership to receive the part.I am looking immediate action to deliver the part to my dealership so I can get back on the road safely and legally.
Customer Answer
Date: 09/07/2024
VIN: *****************
Business Response
Date: 09/10/2024
Better Business Bureau of Detroit & *********************;

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

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

BBB case N0 22228337

Our File: 90988735

Thank you for forwarding the complaint from ***********************. According to our records case
90665767 was update on Sept ******* with no firm ETA.

The case manager is working with the dealer and supplier to get this part as soon as possible so the customer can have the vehicle repaired.

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: 09/10/2024
[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 have been patiently waiting for 12 months. My vehicle does not meet state safety standards and cannot be driven legally without the replacement part. The response is rejected because asking me to patiently wait as a resolution is no longer an option. I believe I have been reasonable in my patience. I believe I have been timely in working directly with the company. I request for a speedy delivery of the part that was ordered 12 months ago.

Regards,

***********************
Business Response
Date: 09/12/2024
Better Business Bureau of Detroit & *********************;

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

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

BBB case N0 22228337

Our File: 91005453

Thank you for forwarding the complaint from *********************** . According to our records case ******** on Sept. 11, 2024 the case manager called the customer.

The case manager advised that they are working with the parts department to resolve the delay.

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

Best ***********************************************************************************************************************************
Customer Answer
Date: 09/16/2024
[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:
The case manager called to tell me they do not know when the part will be delivered. I still cannot drive my vehicle legally and it still does not have all the safety features such as anti-lock braking and traction control due to the faulty part. I believe I have been patient in waiting 12 months for the part. Waiting patiently is no longer an option. I believe I have communicated my concerns with the business directly and through the dealer in a timely manner over the past 6 months with monthly and weekly calls to check on the status of the part delivery. The only acceptable resolution is an immediate delivery of the part replacement to my dealer.
Regards,

***********************
Initial Complaint
Date:08/29/2024
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.
Took vehicle in for engine temp rising while in idle only. Never reached redline or check engine light, temp would kick back and forth. Appeared to be stuck thermostat. Vehicle was there over 3 weeks, and then dealer states it was also a blown head gasket. I did not observe any symptoms of this. Looked at engine while at home, and it was still full of dust, absolutely no signs of it being opened up to replace gasket. LoJack also did not correlate vehicle being in bay long enough for that type of repair, it was in back storage lot 95% of the time. Heating problem was fixed as thermostat was replaced, however no sign of a head gasket replacement. All this was warranty work. Seems disingenuous and causes unnecessary concern for engine life on my part. -Tamiami Chrysler in *****
Customer Answer
Date: 08/29/2024
VIN *****************
18,000 miles.
Business Response
Date: 08/29/2024
Better Business Bureau of Detroit & *********************;
*********************************************************** 100
********************-4163
BBB case N0 22212577

Our File: 90903801
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 create a case for a dealer complaint.

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

Best Regard,

***

T0103P4

Stellantis *************
Initial Complaint
Date:08/28/2024
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.
I am trying to get information on my extended service contract, number ***********. I tried to have some work done on my Dodge Ram truck, VIN # *****************, last year and was told the service contract was cancelled because I have not had my inspection that must be done every 5 years to keep my lifetime powertrain warranty intact. I advised them on the phone that I have had it done in September 2014 at Gwinnett Chrysler Dodge Jeep Ram in ***************** and again March 2019 at Landmark Dodge Chrysler Jeep Ram in ******** GA. I was told someone would call me back with more info, but I have yet to hear anything back from someone. It is now time to get the inspection and September is the last time to contractually apply by timeframe and I want to make sure that there is no problems at all with getting it done and making sure that the contract remains intact.
Business Response
Date: 08/29/2024
Better Business Bureau of Detroit & *********************;
*********************************************************** 100
********************-4163
BBB case N0 22208964

Our File: 90905327
Thank you for forwarding the complaint from ***********************. According to our records case ******** has been sent to a case manager for review. I would allow 5 business days to receive an email from them requesting documents.

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: 09/07/2024
[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 response is just a canned narrative that, looking at previous complaints submitted, is given as a response to everyone. As of the end of business day September 6, 2024 I still have not received a response from them as indicated that I would have by now.

Regards,

***********************
Initial Complaint
Date:08/27/2024
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 new 2023 jeep wagoneer had a thermostat go out in *******************, I live in *****. It took a couple of weeks to get the vehicle fixed and by this time we had to come back home. My vehicle has been stuck sitting in ******* fixed since July 10 2024. Chrysler has stated they would ship my vehicle back to me free of charge due to their part going out with pn ****** miles on it. Here I am the end of August and my vehicle still hasn't been shipped to me it still sits in ******* at a dealership fixedit has been there for over a month and yet I continue to make a payment on my vehicle when I am not getting to use it. Chrysler simply says they do not have an update as to when their 3rd party shipping company will be able to deliver my vehicle but yet I have to continue making my regular payments.
Customer Answer
Date: 08/27/2024
VIN: 1c4sjvap9ps560158
Business Response
Date: 08/29/2024
Better Business Bureau of Detroit & *********************;
*********************************************************** 100
********************-4163
BBB case N0 22203089

Our File: 90901663

Thank you for forwarding the complaint from *************************. According to our records case ******** on Aug ******* the case manager advised the customer they will look into the shipping process and will reach out to the customer.

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: 08/29/2024
[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 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:08/26/2024
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.
In July of 2021 my wife and I bought a used 2018 Chrysler Pacifica Touring L with about 21k miles on it from ***************** in ****** for ~$27k. VIN: *****************. Last week we took it to the Chrysler dealership on RT9 in ******, ** (on Thursday 8/15) because our mechanic, while troubleshooting battery/start issues, noticed there was no coolant. The dealership told us there's a cylinder 6 misfire and coolant leaked into the engine. And that the car needs a new engine and that'll cost us ~$8k. As I understand they also intend to charge us a diagnostic fee of ~$150. The car has about 63k miles on it. In just the past couple of months before this issue, we put ~$1.5k into the car for two new tires, new back brakes, new sway bars and an oil change. Another cost of note (as its specific to the vehicle) is I bought and had a hitch installed in 2022 for ~$470. The car is no longer covered by any warranties. After talking to our mechanic and reading through a number of online car forums, it seems possible that this is more than a chance event. That there may be known defects with the engine. It looks like there's at least one relevant lawsuit: ************************************************************************************************************* We've reached out to Chrysler cares but they are not responsive. When we have gotten people on the phone, we got the run-around and had our time wasted. We want and need Chrysler to replace the engine on their dime. Now. We need a working, reliable, safe car back now. Not next week or if/when they decide to respond and resolve the issue. We needed it last week when we got the news. We've already spent ~$65 on a one-day rental. I would appreciate your assistance in this matter. Thank you, -************************* ******, **
Business Response
Date: 08/29/2024
Better Business Bureau of Detroit & *********************;
*********************************************************** 100
********************-4163
BBB case N0 22197617

Our File: 90901173

Thank you for forwarding the complaint from *************************. According to our records case ******** was advised the case manager on August 28, 2024 is currently reviewing possible next steps with the vehicle with dealer: ***** and that the case manager will follow-up once completed.

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

Best Regard,

Jen

T0103P4

Stellantis *************
Customer Answer
Date: 08/29/2024
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 explained in my initial complaint, I am without a car. Have been now for a couple weeks. Every day I don't have a working car, one that Chrysler pays for, is unacceptable. I need my fixed and safely running van back now. And until that happens I need Chrysler to provide a courtesy car at no cost.
I believe Chrysler doesn't give a ****. And that dragging out a resolution timeline is a deliberate wait-them-out strategy that serves them well as most people can't afford to go without a car for any significant length of time. So they figure out some solution on their own and Chrysler gets a free pass.
To be clear, there is no warranty. And it doesn't matter. Its not ok for an engine to die at 63k miles. There is plenty of mechanic and online car forum chatter about problems with Chrysler pacificas and engines. I'm aware of at least two lawsuits that seem like they could be relevant and illustrative:
************************************************; ************************************************
*************************************************
Also to be clear, any resolution that requires us to pay money is not acceptable. Not $500, not half the cost of a new engine (is it the same time-bomb bad engine model/design that is getting replaced?), not some token amount to the local Chrysler dealer. We've already paid for two days of a rental car. They should cover that too.
Regards,

*************************
Business Response
Date: 08/30/2024
Better Business Bureau of Detroit & *********************;
*********************************************************** 100
********************-4163
BBB case N0 22197617

Our File: 90920413
Thank you for forwarding the complaint from *************************. According to our records case ******** the customer was left a message on Aug 28, 2024.
The specialist is currently reviewing the case and will follow up with the next steps.

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: 08/30/2024
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:
Is *** a cyborg, model T0103P4?
Chrysler has not resolved the situation. We got a call today from ****** from Chrysler Cares I think. He says he hasn't been able to get back in touch with the local dealership about fixing our car. He said last time he spoke with them they said we'd have to pay $4000 in labor to fix it. If that's the offer, it's ******* ********. Again though, we don't know what the status is and have now been without a car for two weeks.
Regards,

*************************
Initial Complaint
Date:08/26/2024
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.
I ordered a 2021 Jeep Wrangler with a manual transmission in September of 2021 and took delivery of the vehicle in December of 2021. I ordered the Wrangler with the assurance that the previous clutch recall did not apply to late 2021 models because the software update was applied by Stellantis/Jeep during the manufacturing process. As we know, recall 19A, a serious safety recall which affects my Wrangler, was issued in early 2023. I experienced some occasional gear slippage in 3rd and 4th gear, which I reported to the BBB and which the dealer repair shop was unable to recreate, so no repair was done. Finally in August of 2024, after parts became available for my Wrangler, I took it to the dealer to have the 19A recall repair and clutch replacement performed. I dropped my vehicle off on Tuesday, August 6 and picked it up on Monday, August 12. On Thursday, August 15, the service transmission light appeared on the dashboard for the first time. It went away after I restarted the vehicle so I didn't immediately return to the dealer. The service transmission light appeared again on Monday, August 19 and I immediately drove the vehicle to the dealership. The code remained on the dash They hooked up the vehicle but were not able to pull any codes and were not able to get the service transmission light to come on again. I picked up my Wrangler on Friday, August 23 and drove home. On Saturday August 24, the service transmission light came back on and I returned to the dealership to drop the vehicle off again. It remains at the dealership today. This does not seem to be an uncommon problem amongst manual Jeep Wrangler JL owners and there does not seem to be a solution. If there is a solution, please contact my dealership, ****** Chrysler Jeep Dodge in ******, **, and tell them what it is. If there is no solution, or if you haven't figured it out, please buy my Wrangler back.
Business Response
Date: 08/29/2024
Better Business Bureau of Detroit & *********************;
*********************************************************** 100
********************-4163
BBB case N0 22197585

Our File: 90900680

Thank you for forwarding the complaint from ***********************. According to our records case ******** was closed on December 6, 2023.
The customer will need to contact US ************* ************** and have a case created for this concern to get case management involved.

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

Best Regard,

Jen

T0103P4

Stellantis *************
Customer Answer
Date: 08/29/2024
[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 is a new complaint which addresses the ineffective repair of the 19A recall and not the recall itself. The repair itself seems to have caused a new problem as the service transmission warning now comes up on the dashboard panel. The Wrangler has been returned to the dealership repair shop twice due to this issue. This is not an uncommon problem.

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

Regards,

***********************
Business Response
Date: 08/30/2024
Better Business Bureau of Detroit & *********************;
*********************************************************** 100
********************-4163
BBB case N0 22197585

Our File: 90920491
Thank you for forwarding the complaint from ***********************. According to our records case ******** was closed on December 6, 2023.

The customer will need to contact US ************* ************** and have a case created for this concern to get case management involved.

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

Best Regard,

Jen

T0103P4

Stellantis *************
Customer Answer
Date: 09/07/2024
[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 is not the same complaint. I had the 19A recall repair performed by my dealership on August 6th. My Wrangler has been back to the dealership repeatedly due to the fact that the service transmission light continues to show up on the dash. The service transmission light had never come.on prior to the recall work being completed. My Wrangler is currently at the dealership. I do not understand why this problem cannot be fixed. If it can't be fixed, I want you to buy it back.

Regards,

***********************
Initial Complaint
Date:08/22/2024
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 having an ongoing problem with this company for eight months. I filed a previous complaint with them which they did nothing about. I bought a car a $75,000 car which has had three factory recalls. Its had safety issues the one of the amps started going off, causing all sorts of loud booms the radio has to stay off and when it updates, it turned itself back on causing a complete scare while driving. This car is not safe. *** tried to bring it in. They wont give loaners out. *** tried to get them to give me a loaner. They will not they tell me I can get a Rent-A-Car and theyll reimburse me. They use these third company foreign call centers where they dont speak English and you never talk to your case manager (*****), I get someone who isnt My case manager. Finally, after arguing back-and-forth over months, they authorized three days of a rental and complained in the reply to my complaint that I was asking for a rental that was $100 a day. Well where I live for the class of vehicle that I need, the same SIZE I bought from them goes for about $90 a day, but they wanted me to rent a four-doorHonda Accord. It was ridiculous. Dealing with ******************************* Who responds to these complaints, she is absolutely just the worst person representing a once outstanding American institution of a company. This company is now garbage. I will never buy another product from them again after owning multiple cars from Chrysler Jeep and Dodge. I have brought it in and I paid $600 just to get the rental car out a deposit plus a weeks worth in advance so $600 out of pocket and now my case manager has not responded after 10 voicemails over four days. This is the biggest scam out there Im hearing it from the dealerships, Im hearing it from the rental car company which wont even rent Dodge vehicles due to all the safety recalls. This company is cutting cost with these foreign call centers, they are grossly incompetent. With all the service were looking at well over $1000
Business Response
Date: 08/23/2024
Better Business Bureau of Detroit & *********************;
*********************************************************** 100
********************-4163
BBB case N0 22183620

Our File: 90860338

Thank you for forwarding the complaint from *******************. According to our records there are no open cases for this customer.
The customer can contact US ************* ************** and have a case created with his concerns.

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

Best Regard,

Jen

T0103P4

Stellantis *************
Customer Answer
Date: 08/24/2024
[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 is a typical response from *******************************. This is the most incompetent representative of a company of this size Ive ever come across. We reopen the case last week, I called yesterday they said it had already been closed. No case manager ever reached out. I reached out last week when I had it reopened asked for our case manager supervisor because 10 voicemails no response they said it would be reopened and have them contact us. We called Yesterday and found out they closed the case two days ago again without calling us we have a case number again, a second one. Our new case manager is someone name *** who is supposed to contact us on Monday. We talked to the dealership they ordered the parts. They dont even know whats causing it. They said were gonna have the rental car until further notice. Theyve expressed how many customers complain about **********************. Rental car company wont rent Dodge vehicles because of all the safety recalls. ******************************* is very incompetent. Thats why she replies like a robot and says the same things Stellantis will honor anything thats factory warranty But trying to get this done weve been trying to do this for eight months , its a standard robotic auto reply with her heading at the bottom its junk. She is useless when it comes to actually helping customers. by the way, the cases that ******** is referring to as closed, they never actually even took my car in. Stellantis never provided me with a rental. All they did was complain that the rental was too expensive when thats the going rate in my city for the size of vehicle, thats equal to the size of the one I bought because I need the space for children- a car seat and stroller and so on. ******** did not understand, I should be renting a small little ***** Accord because thats reasonable in price. This company is so bad everyone I know is either getting rid of their Dodge Chrysler and Jeep or never buying a Dodge Chrysler Jeep ever again due to this company Stellantis and people like ******** that represent this once great institution. We have a new case opened up as all the other cases were closed, and the car was never fixed. It is now open again because of three SAFETY RECALLS all three recalls due to SAFETY and due to a loud booming sound when you turn on the radio, it activates when the radio updates while youre driving out of nowhere it turns the radio on and starts booming. It will even do that sometimes when the car is off. The dealership didnt even know what was causing it. They thought it was an amplifier. It wasnt. They are confused themselves. They themselves said this is a major SAFETY ISSUE. You shouldnt be driving in this car. This is Stellantis. This is the car manufacturer. Stellantis is a joke dont ever buy from them again.

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

Regards,

*******************
Business Response
Date: 08/26/2024
Better Business Bureau of Detroit & *********************;
*********************************************************** 100
********************-4163
BBB case N0 22183620

Our File: 90872086

Thank you for forwarding the complaint from *******************. According to our records case ******** has been forwarded to a Uconnect specialist for further review.
I have sent a note to the case manager to contact the customer.

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

Best Regard,

Jen

T0103P4

Stellantis *************
Customer Answer
Date: 09/01/2024
[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 has been the most absurd problem Ive ever had with a car company. After months and months of trying to get the car in, needing a rental car due to having a toddler, I finally just took it in after the third safety recall. They were giving me so many problems about it- I have a seven seater car, they only wanted me to have a four seater rental car. This company is just utter garbage. Then when I took it in, the car was in there for 10 days, the car still has problems. Im gonna likely have to bring it back. the service department the person who runs the entire thing said this is a factory warranty issue. He couldnt believe how bad Stellantis was at communicating. He said hes never dealt with them in such a bad way. He says he doesnt call them. they dont call him. They can tell by my Vin number what the status of the car is and then he emails them an invoice and they pay the customer back. ********************** tried to **** it off on Uconnect, Uconnect we spoke to a ******* with no last name, with no employee ID, with no extension- told us to have the service department call her and gave us two different phone numbers ************ and ************ both of those numbers are just common customer service numbers. I told the head of the service department what I was told by them he thought it was ridiculous. I gave them the numbers, the option to get somebody is nine. He kept hitting nine it would ring, someone would pick up and hang up he rightfully so said he didnt have time to be doing this for as much as he did and he would try one last time. Finally emailing them back-and-forth their general email address because you cant email your case manager directly they said was that ***** (no last name, no extension, no employee number) who is the supervisor would have to approve the rental and that we would know in a week or so if it was approved. The head of the service department said he has never seen anything so ridiculous. This is factory warranty and they shouldve just emailed him, taken his invoice and approved it. The fact that Uconnect called me first, to ask me what the diagnosis and the problem was shows what a failure this company is. When Stellantis closed out my case and I had to call back originally the case employee said theyre gonna reach out to you, your case managers name is *** and *** cannot proceed with the case until he speaks with the service department to find out what the issue is. At Uconnect they wanted me to explain it to them, and I politely said Im not a service technician, Im not an expert when it comes to radios, you need to contact the service department. With huffing and puffing they got off the phone to contact the service department, left a message with the phone number which he could not return. This has been a complete joke from the start. Ive gone from case manager to case manager none of which ever have last names or employee numbers all of them have been in foreign call centers with the exception of Uconnect. This has been the worst experience and I hope that this stays on here and people realize what a joke Stellantis, Dodge Chrysler and Jeep is and realize that theyve lost a customer in the future and Ive shared my experience and now Ive seen with doing my own research that theyve lost many customers for the future due to this joke of a manufacturer ************* center they have. Its a complete utter joke. I left the phone number for anybody to call themselves and see. ******************************* is absolutely a joke herself. She responds with the same Stellantis will honor their warranty-ending to every reply and they still have not. Stellantis doesnt honor anything and they put you through a ringer. ******************************* is a joke in herself and I hope her supervisors and superiors read this and take action. This is the person whos representing their company and the reality of whats happening. Shes not reflecting it at all. Its a complete lie the way shes responding, a complete lie.

Regards,

*******************
Business Response
Date: 09/05/2024
Better Business Bureau of Detroit & *********************;
*********************************************************** 100
********************-4163
BBB case N0 22183620

Our File: 90952319
Thank you for forwarding the complaint from *******************. According to our records case ******** on June ****** the customer was advised to book appointment before having a rental vehicle.
The customer refusing to make an appointment to the dealership without rental.
Case Manger explained that we need diagnostics first before providing rental.
The customer is adamant and wanted to have almost a $100/day rental to be covered 100% with taxes and other fees.
As per checking, no appointment has been made to the dealership.
The case was closed.
If the customer has had a diagnosis within the last 14 days he will need to contact US ************* ************** and have a new case created with his concern.

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

Best Regard,

Jen

T0103P4

Stellantis *************
Customer Answer
Date: 09/07/2024
[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:

******************************* is truly oblivious to everything involved in this matter. Literally, I took my car in weeks ago. Ive already had it back for almost a week and it was in the shop for ********************************************************** demanding $100 a day when I didnt demand a price point I demanded a car that was equal size to my vehicle that I purchased from them. My car is a seven seater so I said I needed a seven seater. Those cars go for approximately $80-$100 on whats available at every rental place around the city of ***********. All this lady can focus on is price point. Shes not getting it through her head that I asked for equal to what I purchased. You didnt see them complaining when I paid all that money for a seven seat vehicle. She makes this company out to be so cheap. I just want to get rid of the vehicle I own and sell it. I have been doing research after the problems Ive had with this company and in particular her, after reading the same thing about how nobody wants to deal with Dodge Jeep and Chrysler anymore. If you look at my responses in the same complaint and you look at her responses, shes not even reading the complaint. My claims were closed and they were reopened. The car was in the shop. It was in the shop for 10 days and its been out of the shop for a week. It has to go back in for more problems, but shes obviously not even doing research on this complaint. Shes just doing a standard generic reply. ******************************* is completely incompetent and is representing this company in the worst possible manner. Finally, they sent a response from Uconnect a branch of Stellantis and they responded Yes, we do have to reimburse your claim. It is a factory warranty. however, our reimbursement system is down so well have to get back to you. This is a real email that was emailed to me, yet ******************************* is responding like she did in the first email when I had issues just getting my car in and then the generic response we will continue to honor the factory warranty. She sounds like a robot. She is the worst person to represent a once great institution like Dodge Chrysler Jeep. Its so sad that Dodge Chrysler Jeep has become such a low-grade company with representation such as ******************************* and its unfortunate as I will never buy a product from them ever again and so will so many others that Ive been reading about. At this point all she does is go on about that I wanted $100 a day rental when she didnt actually take the time and call me or have anyone call me to actually understand or read my complaint that I dont want $100 day rental, I want a rental equivalent to my car- seven seats for seven seats. Those happen to run to $80-$100 depending on the stock availability at each rental company.. Furthermore my case manager never called me. They had somebody from Uconnect call me. The head of the service department where I took the Car said hes never dealt with such incompetence in this company and the problem still persist with my car so I have to bring it back. Like I said there was no complaint when they were selling me the outrageous price tag on a seven seat car but when they want to loan you a car or replace your car with a rental, they want you to rent a four seat ***** Accord seems pretty ridiculous if you ask me. This woman is absolutely the most incompetent person Ive ever met and I cannot believe nobody higher up than her is reading this and realizing what kind of person is representing their company, Stellantis is a complete and utter joke and its commented throughout the Internet on forum after forum with dissatisfied customers, such as myself with very, very similar and more elaborate stories than this one. Lastly, they want you to have an appointment for your vehicle in the service department before you can rent a car, but how does that work when you have a toddler and you cannot **** with a toddler. So one of the case managers who briefly dealt with me before she stopped returning my calls, said she was gonna authorize it because she understood the situation that we needed a rental because we have a toddler and we need to be able to leave the dealership with a rental, not an ****. We cant go with an **** out of the dealership. Every case manager that *** talked to was not my actual case manager. Everyone is at a foreign call center. No one uses last names. No one uses employee numbers. No one uses extensions. The service department where I had my car the head person was calling over and over a generic ****************************** this complaint hitting the option nine and having people hang up on him, he could not believe it. Even ******************************* signs the complaint **** They will not give you employee numbers, extension numbers, last names, departments- there is no accountability for this and they outsource with foreign call centers. Its a complete and utter joke. The rental car company even told me they wont rent out Dodge vehicles due to all the safety recalls and all the problems theyre having with their Dodge vehicles. This company and its customer care is a complete joke.

Regards,

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

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