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

1,578 total complaints in the last 3 years.
531 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:08/05/2024
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 purchased a new truck and it has been in the shop multiple times with the same issue over the last four months. The car has been undrivable for most of that time. We have tried to exercise our rights under respective lemon laws but the company refuses to grant our rights. We are now being subject to rude and threatening behavior by Stellantis. We were told that if we made our issues known publicly that it would not be helpful in resolving the matter. I took this as a threat that if we communicated about a faulty product we would be retaliated against. Stellantis refuses to offer a buy back when they are required to under law.
Customer Answer
Date: 08/05/2024
The vin of the Ram 2500 is:
*****************
Business Response
Date: 08/09/2024
Better Business Bureau of Detroit & *********************;
*********************************************************** 100
********************-4163
BBB case N0 22094555

Our File: 90755338

Thank you for forwarding the complaint from *******************. According to our records case ******** on July ***** the case manager spoke with the customer.
The case manager advised that case does not merit repurchase at this time. No open STAR cases and if she is having issues retention can assist with repairs. Customer said that she would like case manager to look into cash compensation and service contract. The case manager said she wouldn't be able to add new service contract because she has ******** and oil changes service contract already and they were just added. The case manager will look further into this for her

Customer wants the case manager to email her tomorrow July 9, 2024 with compensation information.

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:07/23/2024
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 was told by a customer service representative from uconnect to take my car to the dealer to have them inspect my head unit and if they find that it needed to be replaced they would replace it. I payed the dealer to do as such and they did find that the radio was delaminating on its own and to contact uconnect for a replacement. After reaching back out to uconnect they now claim that Im not the original owner of the vehicle and that the vehicle has more than 60k miles. Thats not what I was told from the beginning and I did everything they told me too. Not to mention a case manager never reached back out to me after I told told they would 48 hrs after I filed the claim. They have records of all conversations and refuse to replace the head unit even tho its a manufacturing issue.
Business Response
Date: 07/24/2024
Better Business Bureau of Detroit & *********************;
*********************************************************** 100
********************-4163
BBB case N0 2033689

Our File: 90632060

Thank you for forwarding the complaint from *************************. The customer's concern is with a different company that supplies the services and updates.
Stellantis does not manage the subscription or hardware for that vehicle.
The consumer should reach out to Uconnect Access for further information and resolution. **************

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:07/23/2024
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.
Stellantis/Chrysler is denying reimbursement on a recall for some and not others. Reasons for denial are 1.. Out of Warranty and 2. Repairs not done at a dealership According to the recall notice neither of these 2 things are required in order to get reimbursement.
Customer Answer
Date: 07/23/2024
VIN: 1C4GJXAGXW62008
Business Response
Date: 07/24/2024
Better Business Bureau of Detroit & *********************;
*********************************************************** 100
********************-4163
BBB case N0 22031809

Our File: 90631950

Thank you for forwarding the complaint from *****************************. According to our records case ******** on July 23, 2024 the case manager an email to the customer.
The customer was advised the vehicle is outside of its warranties and does not currently have any active mechanical Service Contracts.

The repairs were not completed at a certified JEEP dealership

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: 07/24/2024
[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:

My complaint is based on NHTSA recall 19A. Recalls are for all manual Jeep Wranglers from 2019-2023. Recalls are not a warranty issue.
The recall states:
"FCA US LLC, has decided that a defect, which relates to motor vehicle safety, exists in certain
[2018 through 2023 Model Year (JL) Jeep Wrangler and 2020 through 2023 Model Year (JT)Jeep Gladiator] vehicles equipped with a manual transmission.
WHY DOES MY VEHICLE NEED REPAIRS?
The manual transmission clutch pressure plate on your vehicle [1] may, in some circumstances,become overheated through friction, which may lead the pressure plate to rapidly fracture.When a pressure plate fractures, it may result in cracks or holes in the transmission case,allowing heated debris to be expelled from the transmission case. In some circumstances, the operator may smell a clutch odor and or clutch slippage prior to the failure and may receive cluster messaging. Heated debris expelled from the transmission bellhousing may come in contact with an ignition source in the vehicle or surrounding area,potentially leading to a fire. A fire can result in increased risk of occupant injury and injury to persons outside the vehicle."
My Vehicle fits those qualifications. No where in the recall notice does it say that this is only for vehicles under warranty and that the repairs MUST be done at a Jeep dealership. At the time of repair the JEEP app as well as the notice I received about the recall said there were no parts available from ***. I have asked for clarification and where it is written from *** that I should be denied based on their 2 reasons. If they can please show me the language in the *** recall notice that supports their claims. For safety reasons and because my clutch showed signs of slipping I had an aftermarket clutch installed by a 3rd party.

Regards,

*****************************
Business Response
Date: 07/24/2024
Better Business Bureau of Detroit & *********************;
*********************************************************** 100
**********, MI 48076-4163
BBB case N0 22031809

Our File: 90633101

Thank you for forwarding the complaint from ***************************** . According to our records case ******** has been sent for review for reimbursement.
Please allow 5 business days for the team to review the 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: 07/26/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********. I was told by ************* on Tuesday 7/23 that my case officer ******* was going to give me a call within 24 hours so that I could talk over my case and explain why I felt I should be approved.
It is now Friday July 26th and I have not received a call. I feel like if I were able to talk to the case officer and describe what was happening with my clutch as well as show the pictures of the original clutch then they would clearly see a replacement was warranted at the time.
During my appeal I got a new email saying that I was actually denied because my clutch was not smoking or failed. According to the 19A recall if my clutch had failed that means the plate would have fractured causing a fire. For safety reasons I could not wait for it to get to a failure point to remove the stock clutch as the 19A Recall Notice sent by FCA USA, LLC states this clutch has a defect and was being recalled.

Regards,

*****************************
Business Response
Date: 07/30/2024
Better Business Bureau of Detroit & *********************;
*********************************************************** 100
********************-4163
BBB case N0 22031809

Our File: 90677984

Thank you for forwarding the complaint from *****************************. According to our records case ******** reimbursement was denied for the following reasons:
>The vehicle is outside of its warranties and does not currently have any active Service Contracts
>The repairs were not completed at a certified FCA/Stellantis dealership
> The repair is not related to any recall

If the customer has not received her refund she will need to contact US ************* ************** and have a case created to have a new cheque issued.

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

Best Regard,

Jen

T0103P4

Stellantis *************
Customer Answer
Date: 08/02/2024
[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:

Regards,

*****************************
Initial Complaint
Date:07/22/2024
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.
I purchased a 2022 Jeep 4xE on November 22nd, 2022. On August 8th, 2023 I had to have the vehicle towed into the shop because the battery was completely dead. The car was in the shop multiple days while they tried to identify and fix the issue. On June 10th, 2024 the battery again died and had to be towed into the shop. This time the dealership had to completely replace the battery. Then again on July 8th, 2024, the battery died for a 3rd time. Once again the vehicle had to be towed to the dealership. Each time the battery was dead, I attempted to jump start it but that would not start the car. The vehicle has now been in the shop for over 2 weeks now. I filed a complaint with Jeep ************** ********************** has denied the claim and gave no reason for it. They sent me a call center in ***** to tell me the claim was denied and provided no rationale as to why, or what the next steps would be. The dealership said they cannot do anything because of how much negative equity is on the vehicle. Apparently, the whole market knows these vehicles are terrible because I bought the vehicle in 2022 for $65,000 and current trade in value is $32,000 so they can't help me.
Customer Answer
Date: 07/22/2024
The *** for the vehicle is *****************
Business Response
Date: 07/22/2024
Better Business Bureau of Detroit & *********************;
*********************************************************** 100
********************-4163
BBB case N0 22025194

Our File: 90617719

Thank you for forwarding the complaint from *****************************. According to our records case ********is in review with a case manager.
I noted the case that customer would like an update.

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: 07/22/2024
[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:

My vehicle qualifies for full reimbursement under the lemon law. Jeep keeps trying to fix the vehicle. I don't want the vehicle to keep being fixed. I am not able to depend on the vehicle to get to and from work. I want Jeep to buy back my vehicle and pay off the existing loan for the vehicle.

Regards,

*****************************
Business Response
Date: 07/23/2024
Better Business Bureau of Detroit & *********************;
*********************************************************** 100
********************-4163
BBB case N0 22025194

Our File: 90622892

Thank you for forwarding the complaint from *****************************.
I have sent a note to the case manager to contact the customer to discuss his concern so that we can have a resolution.

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: 07/23/2024
[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:

They continue to have a remote call center in ***** call me that has no ability or authority to fix the problem. They simply tell me that my claim is denied and they will cover my uber bills. What about all the missed appointments with clients because my car wouldn't start, or the days I had to miss from work. I need to speak with someone who has the authority to buy back my vehicle per the lemon law. I do not want to take legal action, but my hand is going to be forced if someone from ******* can't call me that has authority to discuss the buy back process.

Regards,

*****************************
Initial Complaint
Date:07/22/2024
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.
2014 Dodge Ram ABS (Anti-Lock Braking System) module malfunction. The vehicle has a ********************* Warranty. Vehicle taken to Tomball Dodge, ***************** where it is currently located. They advised that they did not have a fix, but that engineering was testing a fix which was scheduled to be completed July 17, 2024. They also advised that a loaner or rental vehicle was not available. *********** stated that I could drive the vehicle, but it would not be safe to do so. Suggested I contact ***'s *************************** for assistance with a rental vehicle.Customer Care assigned a case number ******** and a Case Mgr. I also spoke with several departments and was told that while the repair would be covered, they would not authorize and pay for a loaner or rental until such time as the part was available. On July 18, 2024, I was advised that the testing deadline had been extended to August 23, 2024. They could not give assurances that this date too, would not be extended.Due to ***'s uncertainly as to when the part would be available, it was evident that they were uncomfortable with the amount of time a rental may be required. This could be for several months to a year or more, which could prove quite costly. At this time, my vehicle value is diminished. I cannot trade it, I cannot sell it, I cannot drive it and do not know when I can. In the meantime, I must find other sources of transportation, and at my expense. While *** has warranted the part, they have expressed to me that there is nothing else they can do to help.Asking that Ram authorize a rental or loaner vehicle until my vehicle is repaired or purchase my vehicle so I can buy a new one.
Business Response
Date: 07/22/2024
Better Business Bureau of Detroit & *********************;
*********************************************************** 100
********************-4163
BBB case N0 22023129

Our File: 90612646

Thank you for forwarding the complaint from *****************. According to our records case no open or closed cases for this customer.
Rentals are an out of pocket expense. Once the customer has a signed contract for the rental, they can then call US ************* and ask for a rental reimbursement case to be created.
Rental reimbursement is not guaranteed.

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

Best Regard,

Jen

T0103P4

Stellantis *************
Customer Answer
Date: 07/23/2024
[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:

Thank you for reaching out to the company on my behalf.However, the companys response is neither responsive nor instructive. My issue dealt with a warranty obligation to repair or replace the vehicle, with vehicle rental as an interim solution.
First, the company states that there is no active or close case for my complaint. ******** care assigned case number ******** to this issue. Therefore, I do not understand why their records do not reflect this case number.
Second, the company did not address my principal issue which relates to the repair of my vehicle. There was no indication if or when the vehicle would be repaired. Since they chose not to address this critical matter, their reply translates into no response.
Third, the company reply was not instructive. It is understood that the warranty implies a level of reasonableness of both time and quality of repair. The company is in control of the issue, facts, and solution. Yet, their suggestion places the burden on the customer to deal with the inconvenience and indeed the expense for an uncertain period.
Finally, their reply was noncommittal. They stated that rentals are an out-of-pocket expense. Their suggestion was that I contract for a vehicle rental, and the company may reimburse for the rental at their option. This statement clearly implies to me that rental reimbursement is highly unlikely. Therefore, the customer is to contract for a vehicle rental for an uncertain period, and at the customers expense with no assurance for reimbursement.
Given the uncertainty as to the nature and timing of any repair,the company did not address my immediate and perhaps more reasonable option relating to the purchase of the vehicle in an operative condition. As stated in my complaint, my vehicle in its current condition is of diminished value since I cannot sell, trade or use the vehicle.

Regards,

*****************
Business Response
Date: 07/24/2024
Better Business Bureau of Detroit & *********************;
*********************************************************** 100
********************-4163
BBB case N0 22023129

Our File: 90631789

Thank you for forwarding the complaint from *****************. According to our records case ******** on July 18, 2024 the case manager spoke with the customer.
The customer was advised to contact the case manager on July 22, 2024 and the case manager would know then if they could authorize rental for 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: 07/24/2024
[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:
Thank you for reaching out to the company on my behalf.However, the companys response is neither responsive nor instructive. My issue dealt with a warranty obligation to repair or replace the vehicle, with vehicle rental as an interim solution.
First, the company states that there is no active or close case for my complaint. ******** care assigned case number ******** to this issue. To this end, I do not understand that their records do not reflect this case number.
Second, the company did not address my principal issue which relates to the repair of my vehicle. There was no indication if or when the vehicle would be repaired. Since they chose not to address this critical matter, their reply translates into no response.
Third, the company reply was not instructive. It is understood that the warranty implies a level of reasonableness of both time and quality of repair. The company is in control of the issue, facts, and solution. Yet, their suggestion places the burden on the customer to deal with the inconvenience and indeed the expense for an uncertain period.
Finally, their reply was noncommittal. They stated that rentals are an out-of-pocket expense. Their suggestion was that I contract for a vehicle rental, and the company may reimburse for the rental but not guaranteed. This statement clearly implies to me that rental reimbursement is highly unlikely. Therefore, the customer is to contract for a vehicle rental for an uncertain period, and at the customers expense with no assurance for reimbursement. This indeed is no response.
Given the uncertainty as to the nature and timing of any repair,the company did not address my immediate and perhaps more reasonable option relating to the purchase of the vehicle in operative condition. As stated in my complaint, my vehicle in its current condition is of diminished value since I cannot sell, trade or use the vehicle. While the company has a reasonable time to respond, the value and usefulness of my vehicle continue to decline.
Regards,

*****************
Business Response
Date: 07/24/2024
Better Business Bureau of Detroit & *********************;
*********************************************************** 100
**********, MI 48076-4163
BBB case N0 22023129

Our File: 90636855

Thank you for forwarding the complaint from *****************. According to our records case ******** on July 18, 2024 the case manager spoke with the customer.

The customer was advised to contact the case manager on July 22, 2024 and the case manager would know then if they could authorize rental for the customer.

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: 07/26/2024
[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:

Thank you for forwarding the companys most recent response.Unfortunately, the Company is not making any reasonable efforts to assist with this issue. On July 18, I followed up with the dealer to ascertain if a part was available. The dealer advised that the engineering study had been extended from July 17th to August 21st. I called the case manager, and she confirmed that the date had been extended. She advised that when the part was available and on order, she could possibly expedite the delivery, and perhaps arrange for a loaned vehicle at that time. No hope was provided as to when this might occur. It should be noted also that in my vehicles current state it will not pass a safety inspection. My concern remains that if the vehicle cannot be repaired, the company could provide some assistance with a replacement.

Regards,

*****************
Initial Complaint
Date:07/19/2024
Type:Billing 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 financed a car through them . I have made serval payments to the principal. They stopped sending me statements. Every time I reach out to the statement they keep telling me, you don't have a payment due till October 2026. I am trying to pay this loan off , they will not cooperate with me.Then I registered my online account as they instructed me to see my statements, then today I go back online to look at my account, I can't get in. Their business practices are very shady to be blunt. I am planning on taking a loan from a bank just to be done with this company, how ever it can't go un-reported... No matter how many payment's I make the interest rate is so high, I get no relief from making extra payments to the principal... Please look in to this company, I don't want this happening to others.
Business Response
Date: 07/23/2024
Better Business Bureau of Detroit & *********************;
*********************************************************** 100
********************-4163
BBB case N0 22016456

Our File: 90622005

Thank you for forwarding the complaint from *********************************
I have notified Stellantis financial of this complaint.
A representative from Stellantis financial 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
Initial Complaint
Date:07/18/2024
Type:Customer Service 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.
I *********************** dropped off my vehicle April 19,2024 to get my transmission replaced . Unfortunately they state my vehicle will take 9 Months for the transmission to be replaced as that leaves me without a vehicle to go and come from work. This is an issue as the warranty states if my vehicle is being worked on I should receive a rental vehicle at which they should provide me but sadly they havent issued me a vehicle . This is very stressful for me as I am losing money everyday as I am the main provider of my household during this time .
Business Response
Date: 07/19/2024
Better Business Bureau of Detroit & *********************;
*********************************************************** 100
********************-4163
BBB case N0 22010865

Our File: 90600089

Thank you for forwarding the complaint from ***********************. According to our records case ******** on July 15, 2024, the case was escalated to our parts expedite team.
This team will work on getting the parts for repairs.
They have noted they will review the part ETA on July 20, 2024.
The customer will be notified when parts are available.

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

Beat Regard,

Jen

T0103P4

Stellantis Customer Care
Customer Answer
Date: 07/24/2024
[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: I am without a vehicle in which the business stated they will supply me with a vehicle during the time it is in service . This isnt appropriate on your behalf as I have work to do and places to go . I would like you guys to be more efficient on helping me obtain a rental as it was stated in the warranty for you guys to do so .

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

Regards,

***********************
Business Response
Date: 07/24/2024
Better Business Bureau of Detroit & *********************;
*********************************************************** 100
********************-4163
BBB case N0 22011092

Our File: 90638003

Thank you for forwarding the complaint from ***********************. According to our records case ******** it is noted that the part has arrived at the dealer.
The case manager is to follow up with the dealer.

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: 07/30/2024
[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: I still dont have an accurate date on when my vehicle will be ready and I still need something to transport me and my family to places and especially myself to work . And no one from this business has reached out to help me with a rental

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

Regards,

***********************
Business Response
Date: 08/02/2024
Better Business Bureau of Detroit & *********************;
*********************************************************** 100
********************-4163
BBB case N0 22011092

Our File: 90708245

Thank you for forwarding the complaint from ***********************. According to our records case ******** the case manager spoke with the customer.
The customer advised that his vehicle had been delivered to him after the repairs were completed.

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: 08/05/2024
[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:07/18/2024
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.
The paint has started flaking off of my 2017 Ram 1500 truck. The vehicle is out of warranty but this is clearly a result of a defective paint process where the paint/primer did not adhere to the metal properly.
Business Response
Date: 07/19/2024
Better Business Bureau of Detroit & *********************;
*********************************************************** 100
********************-4163
BBB case N0 22010865

Our File: 90600024

Thank you for forwarding the complaint from ***********************. According to our records case ******** on July 18, 2024, the customer spoke with the case manager.
The customer was advised that he does not meet the parameters for good will.
This will be an out of pocket expense as the warranty has expired and there is no service contract on this vehicle.

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

Beat Regard,

Jen

T0103P4

Stellantis Customer Care
Customer Answer
Date: 07/19/2024
[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:

The business should own up to their responsibility for poor workmanship.

Regards,

***********************
Initial Complaint
Date:07/15/2024
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.
I went Greenway Dodge ******* Jeep about a year ago because of a warning that my ABS, trailer brake, and traction control were not functioning. After a month or so they replaced a module and the issue was resolved or so I thought. Fast forward to a little over a month ago and I had the same warning. I bought my truck back in and they said I need another module I advised them at that time I had a camping trip at the end of July and I of course could not tow my trailer without trailer brakes. A month after I brought my truck in I'm now being told the part is on back order and they have no clue when it will be available. Checking on forums this is a very widespread issue if it shouldn't already be it is very close to what should be a recall. I contacted stellaris and opened case last Wednesday. I was told I would be contacted by a case manager within 1 - 2 business days. I was not contacted Friday so I chatted back in and was told I would be contacted Monday. I was not contacted today so I called and spoke to a person who should not work in customer service, *****. In ********************* said it was at the discretion of the case manager as to when I will be contacted. I asked for his manager and was told they were not available, when I offered to wait he said they would not be available any time today. I asked for their name and was told he could not tell me. I asked for my case managers name and once again was told he could not tell me. ....and this was all per "company policy" all Stellaris wants to do is give me the run around for an issue which started over a year ago. On a side note if I don't have my truck fixed by July 27th this issue will cost me an additional $300 a day for a cabin over using my travel trailer or almost $2000 because ********* didn't do anything to resolve my issue.Another side note I was advised that these parts are in stock Greenway is 3 right now in their parts department and Stellaris has them available for shipping.
Business Response
Date: 07/16/2024
Better Business Bureau of Detroit & *********************;
*********************************************************** 100
********************-4163
BBB case N0 21993625

Our File: 90572143

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

This is Daijah from RAM Customer Care. I am the assigned case manager for case ********. I will be calling you at (407) 314-9327, or emailing you at ********************
My office hours are from 9:30am-6:00pm M-F.
Please feel free to call me at the number below, or respond to this email to email me.

I am gathering information pertaining to your case.

Thank You
Daijah
***************************
Jeep - Chrysler - Dodge - Ram
Customer Care Case Management

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

Beat Regard,

Jen

T0103P4

Stellantis Customer Care
Customer Answer
Date: 07/18/2024
[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:
The company didn't provide any information or details of solution they just said they would email me and what they emailed me was the same info they left here.
They provided no details of what steps are being taken to resolve my issue.
Some info on how they were going to help resolve my issue was expected though not provided.

Regards,

***********************
Business Response
Date: 07/18/2024
Better Business Bureau of Detroit & *********************;
*********************************************************** 100
********************-4163
BBB case N0 21993625

Our File: 90597231

Thank you for forwarding the complaint from ***********************. According to our records case 90539579 on July 17, 2024, the customer spoke with the case manager.
The customer was advised that ABS modules have been on and off of engineering review since 2023.

Advised we have part info and we have sent it up to our parts expediting team who gives weekly part updates.

Advised first part update will be Friday and every Friday after that until the part arrives.

Advised as of now there is no ETA

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

Beat Regard,

Jen

T0103P4

Stellantis Customer Care
Customer Answer
Date: 07/24/2024
[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:07/15/2024
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.
We owned a 2019 Chrysler Pacifica. The transmission failed on the highway. They fixed the car and reimbursed us for the rental car fees incurred. Soon after, the transmission failed again on the highway and resulted in a very dangerous situation. They agreed to buy the car back under the Lemon Law. The buyback process took ~ 3 months during which time we had to rent a car. They then refused to reimburse the rental car fees which were roughly $10,000 stating only: "Denial reason: Rentals are not covered under warranty but by service contract which the vehicle does not have at the time of repair."But this is not true. First, they did reimburse us after the first breakdown and nothing changed with respect to warranty or service contract. Second, the CA Lemon Law expressly states that fees such as rental costs incurred during the process are to be reimbursed. I have explained this, but Stellantis has not been responsive when contacted via phone or email.Any help would be greatly appreciated. I have all details, receipts, etc.
Business Response
Date: 07/16/2024
Better Business Bureau of Detroit & *********************;
*********************************************************** 100
********************-4163
BBB case N0 21993466

Our File: 90572313

Thank you for forwarding the complaint from *****************************. According to our records there are no open or closed cases for the customer.
I advise the customer to contact US ************* ************** to have a case created for case management to be involved.

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

Beat Regard,

********;

T0103P4

Stellantis *************
Customer Answer
Date: 07/19/2024
[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:

The business stated that they do not have an open or closed case pertaining to my complaint. This is not true. The case number is ********. When I called the number that they suggested, even the automated answering service stated that I already had a case. I eventually spoke to a customer service representative who found the case but told me it had been closed. She said that she would re-open it, but she also said that I would get a response within 2 business days and that did not happen.
To reiterate, under section 1793.2(d)(2)(B) of the California Legislative Information Code, I am entitled to be reimbursed for rental costs incurred during the buyback process of a Lemon Law case. I would like to keep this complaint open with the BBB until Stellantis resolves this issue. They have all of my receipts detailing the costs incurred. It has been months of trying to work with them.

Regards,

*****************************
Business Response
Date: 07/22/2024
Better Business Bureau of Detroit & *********************;
*********************************************************** 100
********************-4163
BBB case N0 21993466

Our File: 90617433

Thank you for forwarding the complaint from *****************************. According to our records case ******** is with the case manager for review.
I have sent the case manager a review asking for an update.

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: 07/26/2024
[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:

The response acknowledged that the case exists and stated that they are following up with the case manager. Unfortunately, I have received no further updates. I would like to keep this complaint open until the issue is resolved. Telling me that the case is being reviewed but providing no update and no timeline is not acceptable.

Regards,

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

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