Business Profile

Auto Manufacturers

Stellantis

Headquarters

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Complaints

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

Customer Complaints Summary

1,573 total complaints in the last 3 years.
531 complaints closed in the last 12 months.

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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:05/30/2025
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.
I purchased a new Jeep in April of 2024 when I purchased the new jeep I was told that the ******** services no longer worked on the new 2023 Jeep, and I needed to use Sirius XM Guardian for the new vehicle and that the ******** would need to be cancelled. I called at the time of purchase to cancel in April of 2024 and was told it was cancelled. I then called again in May because the charge came out again and was told it would be resolved and escalated and cancelled at that time. I just reviewed my bank account and saw that the $15 has been coming out of my account for a vehicle I haven't owned in almost 14 months which lead me to call again this morning. I was hung up on 3 times while being told I would be transferred to process the cancellation and refund with no problem. When I finally got a representative in the correct department, she told me she would cancel the charge now but could not issue me a refund as its a monthly reoccurring charge and she had no history of my cancellation. The other representatives I spoke to first said that I would get a refund and cancellation no problem, this representative **** laughed at me and said it wouldn't happen. I asked to speak to a supervisor for over 5 minutes and was told that they were in meeting when I refused to get off the line miraculously "****" became available as the lead supervisor in charge. He stated they had record of me calling on 5/5/2024 to cancel but they were closed and I never called back and there was nothing he could do. I advised him I called back, and he told me that was not possible as their system doesnt lie. I asked to speak to someone above him, and he refused and said he was the highest customer facing supervisor and I would not be allowed to speak to anyone else.
Customer Answer
Date: 05/30/2025
Vin ***************** 2021 Jeep *********************
Business Response
Date: 06/02/2025
Better Business Bureau of Detroit & *********************;

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

Suite 202

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

BBB 23403739

Our File: 93198033

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 *****************************************************************************
Initial Complaint
Date:05/29/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My wife and I purchased a used 2022 Jeep Wagoneer from a Jeep dealership in 2023 and as of recent it has shutdown four times while driving it. The first time we took it to a dealership they turned us away as it didn't have any warning lights on. The second time we took it in they replaced the battery. The third time we took it in they asked to keep the vehicle for a period of time to diagnose it. I later found out they didn't even look at it until day three of our rental then just plugged it into their machine and found nothing. They then proceeded to charge us $503.22 for service and a rental while doing absolutely nothing to fix the problem. This was after I was assured the rental would be covered under warranty which we bought an extended warranty from the dealer during original purchase. We filed a claim, ********, with Jeep ************* about this faulty vehicle and after two weeks of little response and me having to call multiple times, we received an email stating there was nothing they could do. I asked for a new case manager and they said they would get back to me. We have an 11 month old baby girl and this is our family car. My wife has anxiety over this and we will not put our baby in this vehicle until it has been fixed as it is not safe. The vehicle will just shut down at random in the middle of the road and it is a major safety concern. We just want a safe vehicle and hope that Jeep/Stellantis do the right thing. I am open to discussing further and and will be happy to take this down when the issue has been resolved.
Customer Answer
Date: 05/30/2025
The *** of our Jeep Wagoneer is *****************.
Business Response
Date: 05/30/2025
Better Business Bureau of Detroit & *********************;

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

Suite 202

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

BBB 23393892

Our File: 93172684

Thank you for forwarding the complaint from **** & ******* ****.
According to our records case ******** on May 30, 2025 the case manager sent the following email:
Good morning,
We wanted to follow up regarding your case. At this time, we will need to proceed with case closure. Since the dealership has been unable to duplicate the issue, they are unable to determine the root cause of the concern. Without a confirmed diagnosis, we are limited in how we can assist further.

We understand how frustrating this can be, and we suggest considering a second opinion from another authorized dealership. A fresh perspective may help identify the issue more effectively.

Please note that I am unable to transfer case management on my end, and we are unable to move forward with the case as the vehicle is not currently at the dealership.

If you have any questions or need assistance locating another dealer, feel free to reach out. Were here to help in any way we can.

Thank you for your understanding.

Best regards,
****

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: 05/30/2025

Complaint: 23393892

I am rejecting this response because the vehicle still has a defect that has not been repaired. I want our case reopened and our vehicle further diagnosed and repaired before we are comfortable driving it again let alone putting our 11 month old child in it. At the moment we are down to one vehicle and sharing my F150 awaiting further clarification from Stellantis.

Sincerely,

**** & ******* ****
Business Response
Date: 05/30/2025
Better Business Bureau of Detroit & *********************;

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

Suite 202

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

BBB 23393892

Our File: 93175274

Thank you for forwarding the complaint from **** & ******* ****. We understand how frustrating this can be, and we suggest considering a second opinion from another authorized dealership. A fresh perspective may help identify the issue more effectively.

We are unable to move forward with the case as the vehicle is not currently at the dealership.

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: 06/02/2025

Complaint: 23393892

I am rejecting this response because we already called a second dealership and they told us the same thing as the dealership we took this to. We will take the car back to any dealership that Stellantis recommends for further diagnosis of the problem if a guaranteed loaner is provided. We have already had to swallow a $500 bill with zero results and will not do this again.

Sincerely,

**** & ******* ****
Initial Complaint
Date:05/29/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On January 18th, 2025 I purchased a 2025 Ram 1500 Rebel from ***************** in *****, ****. I chose the particular truck located 4+ hours away because it stated on the sticker that it had front and rear animated lighting which local trucks did not list. When I got home I discovered it did not have this feature listed in the $2795 Rebel Level 2 package. I've contacted Stellantis and after several months finally got a response. They state it was simply an error on the sticker that it is not possible to have animated lighting on the Rebel model. They state that it is "built as intended" and I was not charged for the feature despite it being listed as part of the $2795 optional Rebel Level 2 package. They are offering a one month payment (approximately $700) and I requested full reimbursement of the package.
Customer Answer
Date: 05/29/2025
VIN 1C6-SRFLP2SN-598311
Business Response
Date: 05/30/2025
Better Business Bureau of Detroit & *********************;

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

Suite 202

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

BBB 23391845

Our File: 93172367

Thank you for forwarding the complaint from ******* ******.
According to our records case ******** the case manager advised the customer he was being offered a one time payment reimbursement.

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: 05/30/2025

Complaint: 23391845

I am rejecting this response because: Stallantis tricked me into purchasing this specific truck with false advertisement. I am requesting full reimbursement of the package including the equipment I paid for but did not receive. The Rebel Level 2 package was $2795.

Sincerely,

******* ******
Business Response
Date: 05/30/2025
Better Business Bureau of Detroit & Eastern Michigan

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

Suite 202

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

BBB 23391845

Our File: 93175383

Thank you for forwarding the complaint from ******* ******. We understand how frustrating this can be, an offer has been made to the customer for a one time payment.

The case was closed on May 29, 2025.

We are unable to move forward with the case as the vehicle is not currently at the dealership.

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: 06/03/2025

Complaint: 23391845

Thank you for your reply, but I do not consider this matter resolved.

The issue at hand is not a warranty or repair concern it is a failure to deliver a product as sold. The $2,795 Rebel Level 2 package was clearly included on the Monroney sticker and was a material part of the purchase. Regardless of the vehicles current location, the fact remains that Stellantis did not provide what I paid for.

The offer of a one-time payment reimbursement is not an acceptable resolution. I am requesting a full reimbursement of $2,795 for the undelivered package and false advertising to get me to drive 4 hours for this specific truck.

I expect Stellantis to stand by its product and take full responsibility. I will continue to pursue this matter through the appropriate channels until a fair and complete resolution is reached.

Sincerely,

******* ******
Initial Complaint
Date:05/28/2025
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 2 brand new Jeep Grand Cherokees off the lot in September 2018 and April 2019 for close to $100,000. In 2022 the first Jeep Grand Cherokee's A/C went out so we took it to the dealership and they quoted an almost $5,000 repair. The vehicle was just outside their 3 year ****** mile warranty (****** miles on it at the time) and the service manager agreed A/C should not go out this quickly. I made a complaint against ***/Stellantis on BBB, Consumer Affairs, Attorney General, and other channels and was eventually taken care of and the A/C was fixed. The dealership that fixed the A/C made a mistake and had the A/C draining into the cabin of the vehicle and per the dealership's words "***** gallons" of liquid was found underneath the driver's seat. My wife had many health issues during the time and had extensive medical testing done. She lost her driver's licenses because she would faint and had to fight to get her driver's license reinstated. The negligence on the dealerships behalf and the negligent repair put my wife and kids in danger. I have all the documentation from the Jeep dealership and medical documentation in ********* forward to now, my second Jeep Grand Cherokee is having the same hissing sounds coming from the A/C for the past year since the summer of 2024 and I took it to the dealership and they quoted me $7,000 for repairs. The repairs include the A/C line, a defective water pump not cooling the engine properly, and a timing belt cover that is coming apart, and a UConnect screen that is delaminating. My Jeep has ****** miles and just turned 6 years old. It is garage kept and very well taken care of. If these problems are not remedied by Jeep I will never purchase another Jeep, Chrysler, Dodge, or RAM vehicle in my lifetime, and I will implore others to never touch this brand either.
Customer Answer
Date: 05/29/2025
*** ***************** for the 2018 Jeep Grand Cherokee that had A/C repair in 2022 and leaked fluid into the cabin and collected ***** gallons under the floorboard per dealership's note. The *** ***************** belongs to the second Jeep that now has A/C issue, timing belt cover issue, water pump issue, and UConnect delamination and LCD damage issue.
Business Response
Date: 05/30/2025
Better Business Bureau of ******* & *********************;

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

Suite 202

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

BBB 23388750

Our File: 93170703

Thank you for forwarding the complaint from ****** *******.
According to our records case ******** the customer has spoken with the customer.

The case manager is to reach out to the customer on May 30, 2025, with an update.

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

Best Regard,

***

T0103P4

Stellantis Customer Care
Customer Answer
Date: 05/30/2025

Complaint: 23388750

I am rejecting this response because:
The A/C on my first Jeep Grand Cherokee that I bought brand new went out after 4 years of owning it. As of last summer my second Jeep Grand Cherokee is having problems with the A/C hissing so I took it to the dealership recently and I was told by the dealership the A/C line is leaking. A/C should last 8-10 years.. yet both vehicles have had problems after 4 years and 5 years respectively. On top of the A/C issue the timing belt cover is coming apart on my second Jeep Grand Cherokee as well as the water pump that is going bad. Ive also had problems with this vehicle jerking (usually is a transmission issue) on start up accelerations. I am so disappointed in ****, my grandfather worked for Chrysler for 40 years and my family has owned nothing but **** vehicles. If I am left with all these repairs for my second Jeep Grand Cherokee that JUST turned 6 years old and has ****** miles this will be my last CJDR vehicle. I paid nearly $90,000 for these 2 vehicles brand new off the lot, and I did not think I would have this much headache within the first 4-6 years of ownership of them. The A/C should not go out that quickly on both vehicles. This must obviously be a known issue, Ive searched online and it seems most Jeep Grand Cherokee owners experience the A/C defect. The timing belt cover and water pump also shouldnt be going bad the vehicle has ****** miles!

Sincerely,

****** *******
Business Response
Date: 05/30/2025
Better Business Bureau of ******* & *********************;

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

Suite 202

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

BBB 23388750

Our File: 93175725

Thank you for forwarding the complaint from ****** *******.

I have sent a note to the case manager asking for them to reach out to the customer wih an update oin the case.

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: 06/02/2025

Complaint: 23388750

I am rejecting this response because: My case manager has not been responding. I have called at least 10 times since last week and emailed him several times with no response. The call was disconnected last week and he never called me back or updated me. Can I please be assigned a new case manager? Also, ****** (my case manager) is only working on the UConnect screen defect, he hasn't mentioned anything about the A/C defect, the timing cover defect, or the water pump defect. My transmission is also starting to slip and is stuttering from start up acceleration. I fear this issue will only get worse...

Sincerely,

****** *******
Business Response
Date: 06/03/2025
Better Business Bureau of Detroit & *********************;

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

Suite 202

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

BBB 23388750

Our File: 93206981

Thank you for forwarding the complaint from ****** *******. According to our records case ******** I have sent a note to the case manager asking for them to reach out to the customer with an update oin the case.

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

Best *****************************************************************************
Initial Complaint
Date:05/22/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My 2019 Chrysler Pacifica Touring-L is currently in for repairs at my local Chrysler dealership. The *** is *****************. I took the vehicle in on May 11, 2025. The repair is for the intake cam shaft on the right side. My complaint is that I was told that I can expect my repair by January 2026. Eight months is not an acceptable window of time for a repair of this kind. There are currently ****** back orders on this part nationwide. There is certainly a high failure rate for this part. Its astounding that this many customers are waiting for these repairs. The lack of assistance by Chrysler in acknowledging this issue is certainly distressing. There needs to be a recall issued on this part and customers should be reimbursed for repair costs. The quote I was given for my repair, after the part finally comes in, is $5,888. In the meantime, I am without our primary family vehicle, down to one vehicle, and our five person vehicle will not fit our entire family of 6. We are now forced to search for a new vehicle without even having a working vehicle to offer as a trade-in. I am very frustrated with Chryslers current handling of this widespread issue.
Business Response
Date: 05/28/2025
Better Business Bureau of Detroit & Eastern Michigan

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

Suite 202

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

BBB 23368221

Our File: 93144388

Thank you for forwarding the complaint from ***** ******. According to our records case ******** has been noted on May 28, 2025 that the parts are ready for shipment. The customer can keep in contact with the dealer for the delivery of the parts.

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

Best Regard,

***

T0103P4

Stellantis Customer Care
Initial Complaint
Date:05/21/2025
Type:Service or Repair Issues
Status:
UnansweredMore 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.
3/36 PRE-OWNED MAXIMUM CARE EFFECTIVE: 08/01/2023 EXPIRES: 07/31/2026 OR ****** MI Purchased an extended warranty, we were vacationing in ******* when the transmission failed in my truck (2017 aprox 70K miles) Took it to ********** Dodge they determined it undrivable. The transmission was a back ordered part; it took a bit over 3 weeks and many phone calls finally got the truck back. *Necessary information, ********** is aprox 150 miles from where our 5th wheel was located in ********* Fl. The Dodge dealership loaned us a car for 3 days, BUT we had to stay within 100 miles. I had no choice but to rent a car (receipt included) I was assured that our rental car cost would be reimbursed by *** care up to $1000. I submitted all required paperwork and receipts ***** times) After hours upon hours of calls to the customer service They finally on March 25th told me they were issuing a check (all on a recorded line) I received a check for $105. As per the trip interruption clause in my warranty they owe me $895. They authorized a check on March 25th for $820 but it has yet to be released. (I would like it known that I would have excepted the amount had they actually sent the check just to be done with this entire ordeal)It has been continuous phone calls, empty promises of resolution and never a call back or email as promised. All I want is what is contractually stated in the warranty that I purchased in good faith. I honestly think they are just ignoring me in hopes that I give up. It has been a long ordeal, spread over many months and states; If I have left something out please reach out.
Initial Complaint
Date:05/20/2025
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.
A couple years ago I bought my dream car, a 2016 Dodge Challenger. Sporadically, I would notice issues with the ac condensate drain. Water would pool in the passenger floor board or drip periodically. I work on cars and am familiar with Stellantis (Dodge, Jeep, Ram,Chrysler FCA) products. I noticed how poorly designed the drain location was. The drain is located in the transmission tunnel above the transmission. (See attached image without transmission). You cannot see it from under the vehicle and can barely feel/reach it. It is almost totally inaccessible without taking out the transmission or taking apart the entire dash and interior. This location is uncommon for most cars. I drained out the water by pumping the drain line to dislodge whatever was clogging it. Air box filter was clean. However, I continued to have issues over and over again. Water would often pour like a waterfall from under my glove box. I would have to go without AC in the Texas heat for days at a time until i could get under the car. It would all just result in a wasted time, unclogging the drain over and over. At one point it clogged, and the water fried my blower motor for my air conditioning as well. I have dealt with these issues for over two years and have reached a breaking point. No matter what I do, it clogs again. I have done everything i can to fix this the way it is designed. Hundreds of hours have been wasted under the car unclogging the drain repeatedly. I am convinced all the issues I am having are due to the A/C condensate drains design by Stellantis. I refuse to pay for a possible repair of $800-$1000+ issue caused by Stellantiss poor design. I am asking for help to resolve this problem.
Business Response
Date: 05/21/2025
Better Business Bureau of Detroit & Eastern Michigan

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

Suite 202

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

BBB 23356711

Our File: 93074542

Thank you for forwarding the complaint from ****** ****. According to our records there are no open or closed cases for this customer.

The customer will need to contact US ************* ************** and have a case created with the concerns.

Without a case we will be unable to assist the customer.

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

Best Regard,

***

T0103P4

Stellantis *************
Initial Complaint
Date:05/19/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My 2023 jeep gladiator eco diesel has been in the shop for going on 30 days and is on the 4th repair attempt to the engine which has had numerous fuel system failures with the injectors and EGR coolers causing the truck to go into limp mode. I use this vehicle as a company truck and without it I cannot perform my job duties, jeep refuses to perform a buy back or give me a new truck. THIS VEHICLE IS A LEMON, AND MY CAREER IS AT STAKE AND STELLANTIS IS NOT HELPING.
Business Response
Date: 05/20/2025
Better Business Bureau of Detroit & *********************;

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

Suite 202

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

BBB 23352236

Our File: 93058704

Thank you for forwarding the complaint from ******* *********. According to our records case ******** on May 16, 2025 the custoemrwas sent the following email:
Dear *** *********,

Based on conversation with a Stellantis ************* Advisor, below is the arbitration contact information:

***************
or
************ option 5 (Stellantis)

Your current case ******** will be closed, once you have been able to establish contact with our supervisor team based on your request. If you have any questions after 14 days, please contact Jeep ************* for additional assistance.

Thank you for allowing us to assist you in this matter.

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

Best Regard,

***

T0103P4

Stellantis *************
Customer Answer
Date: 05/20/2025

Complaint: 23352236

I am rejecting this response because:
This is no resolution to my current case or situation. My VEHICLE is currently still in the shop for "repairs" which continue to be unsuccessful to the point of which now the "engineers" are involved to try to figure out what's wrong with my vehicle. This is the 4th attempt at engine repairs now and the issue has not been resolved I'm requesting a complete buy back or a new truck of my choice for the amount of which I currently owe on mine. The vehicle has been in the shop going on 30 days and I'm unable to to perform my work duties as this is my company truck, Iam not only out transportation, but also out wages.
Sincerely,

******* *********
Business Response
Date: 05/21/2025
Better Business Bureau of Detroit & *********************;

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

Suite 202

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

BBB 23352236

Our File: 93075781

Thank you for forwarding the complaint from ******* *********. According to our records case ******** on May 21, 2025 the case manager spoke with the customer.

The case manager advised the customer she would set up for the supervisor to try to contact him.

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: 05/22/2025

Complaint: 23352236

I am rejecting this response because:
THIS IS A DEFECTIVE Vehicle, it is still in the shop, for the 4th engine repair of the same issue!!! IT HAS BEEN OUT OF COMMISSION FOR 30 DAYS. I AM REQUESTING A NEW VEHICLE OF MY CHOICE FOR THE AMOUNT OWED ON MY CURRENT VEHICLE

Sincerely,

******* *********
Initial Complaint
Date:05/14/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased a 2020 Jeep Gladiator Overland with the 3.6L Pentastar V6 engine from CarMax and paid in full with cash. I was assured the vehicle was in excellent condition and that it had passed ******* inspection standards. Within the first year of owning this vehicles, we waited for 2 months to try to get an engine issue resolved and then had to take it back in 2023 for engine issues. Less than five years later with proper maintenance and no misuse the engine has catastrophically failed and now requires a full replacement, costing over $7,000.This type of failure should not happen on a vehicle of this age, especially one sold by a reputable dealer like CarMax. I have since discovered there is a federal class action lawsuit (Etienne ******* et al. v. FCA US LLC) concerning known defects in the 3.6L Pentastar engine, which my Gladiator has. The failure I experienced aligns directly with the allegations in that case.CarMax did not disclose the known risks associated with this engine, and I believe I was sold a vehicle with a high likelihood of serious mechanical failure contrary to how it was presented to me at the time of purchase.
Business Response
Date: 05/15/2025
Better Business Bureau of Detroit & Eastern Michigan

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

Suite 202

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

BBB 23330072

Our File: 93008770

Thank you for forwarding the complaint from ******* ******. According to our records case ********the customer spoke with and agent.

The agent advised the customer that the vehicle warranty has just expired as of April 30th, 2025 however due to the mileage and the year of the vehicle it is still within the parameters for cost assistance.

The customer would just have to ask the dealer to submit the claim on her behalf. The customer was made aware of how the cost assistance claim works as well.

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

Best *****************************************************************************
Customer Answer
Date: 05/15/2025

Complaint: 23330072

Dear ***,

Thank you for your response regarding my BBB complaint and for acknowledging that my 2020 Jeep Gladiator Overland qualifies for cost assistance, even though the factory warranty expired on April 30, 2025 just days before the engine failure was diagnosed.

While I appreciate that Stellantis recognizes the potential for assistance, I want to clarify that the engine replacement is projected to cost over $7,000, and I have already incurred a significant portion of that out-of-pocket.

Given that:

This vehicle is only five years old,

It has well-documented and known issues with the 3.6L Pentastar V6 engine (the subject of an active class-action lawsuit),

The warranty expired only days before the failure,

And Stellantis has confirmed eligibility for cost assistance,

I am respectfully requesting that Stellantis cover 100% of the cost of the engine replacement.

This would not only reflect good faith given the timing and nature of the failure, but also align with Stellantis stated values and commitments to customer satisfaction. Please confirm in writing whether Stellantis will authorize full coverage and instruct the dealership accordingly.

Thank you for your time and consideration.

Sincerely,

******* ******
Business Response
Date: 05/19/2025
Better Business Bureau of Detroit & Eastern Michigan

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

Suite 202

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

BBB 23330072

Our File: 93044555

Thank you for forwarding the complaint from ******* ******. According to our records case
92985913, I have reopened the case andsent it for further review.

Please allow 5 business days and a case manager will reach out to you.

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

Best Regard,

***

T0103P4

Stellantis Customer Care
Initial Complaint
Date:05/13/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased a brand-new 2024 Jeep Wrangler 4XE from ********** Chrysler Dodge Jeep Ram on Feb 2, 2025. On Apr 13, 2025, and with only ***** miles my check engine light came on. On Apr 15, 2025, the vehicle was at the dealership and they said they could find nothing wrong while putting 60 miles on my Jeep. On May 2, 2024 the Jeep with only $1,800 miles would not start and had to be towed. This cost me $150. The screen showed a message that read "Service Charging System", the check engine light was on, and a bunch of other symbols that I have saved on my phone. The following Morning (May 3) I called the dealership who put me in touch with Roadside Assistance who then towed my vehicle to the dealership.I was given a case number of ******** from Jeep Wave and was set up with a rental vehicle from Enterprise. Please note I have now paid over $2000 out of pocket for 19 days of rental and am being told I will be 100% reimbursed which I have no faith ***** escalated Case Manager ****** (Case # ********) advised me today that if my truck is not repaired by May 22, 2025 there will be no further extension to my rental!? In addition, the reimbursement of the monies I have paid at the direction of the case manager will take 30 days to be ************* of today, the sales manager that I am dealing with *** ********* is the only one that is following up and providing any insight as to what is going on. He advised that Stellantis is handling this (Star Case) and the Power Invertor Module they just replaced did not fix the issue. There is still no ***/next steps at this point.After researching this, I found that this is a known issue with these vehicles and there is all kind of pending litigation. I am requesting Stellantis waive my monthly payments, reimburse me for all tow charges/rental charges and provide a rental until my Jeep is safe and driveable. I fear I have been sold a lemon and nobody wants to take ownership of the issue.
Customer Answer
Date: 05/13/2025
My VIN is 1C4RJXN69R-W254908
I just received a call about an hour ago from the Sales Manager at the dealership (*** *********) and he advised me that the Power Invertor Module (PIM) codes are gone and the issue is now pointing to the hybrid battery. A STAR case has been opened and they are waiting on a response. The same issues that all these Jeep hybrids are having which you are well aware of.

Business Response
Date: 05/14/2025
Better Business Bureau of Detroit & Eastern Michigan

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

Suite 202

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

BBB 23324135

Our File: 92999557

Thank you for forwarding the complaint from ***** *****. According to our records case ******** the customer spoke with the case manager on May 13, 2025.

The customer explained that she needs a rental as her rental commences on May 22, 2025. She claims that if she doesn't get the vehicle by this week she will sue stellantis.

The case manager is working with the dealer to get this vehicle repaired and returned to the customer.

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

Best Regard,

***

T0103P4

Stellantis Customer Care
Customer Answer
Date: 05/14/2025

Complaint: 23324135

I am rejecting this response because this is a brand new vehicle that does not even have ***** miles on it and is undriveable since May 2, 2025. I have been given no estimate of time except that it could be a month or more. It is not my fault that Stellantis has sold me a car that I am unable to drive and you should be doing more to accommodate me by providing a loaner vehicle or a rental comparable to my vehicle for the duration of the repair. In addition, it is now going on two weeks that my car has been sitting at the dealership and I should not be expected to making payments on a vehicle that is not in my possession.
Any information that the Case Manager has on my vehicle is information that I have supplied to her as she does not reach out to me and when I contact her she tells me that she has not been able to get an answer/diagnosis or timetable for the repairs.
I want to be reimbursed as promised for the money I have paid to Enterprise at the direction of Jeep Wave and the Case Manager and I want a loaner vehicle/rental until my vehicle is repaired and returned back to me. Lastly, I want to be either reimbursed/payment waived while my Jeep is not in my possession and undriveable.
Finally, I never said I was going to sue Stellantis as you have falsely claimed. I stated I would be contacting an attorney to determine my rights as a consumer who has been sold a lemon.
Sincerely,

***** *****
Business Response
Date: 05/19/2025
Better Business Bureau of ******* & Eastern Michigan

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

Suite 202

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

BBB 23324135

Our File: 93044280

Thank you for forwarding the complaint from ***** *****. According to our records case
92894298 on May 15, 2025 the customer was sent the following email:
Good morning *****,

Firstly I apologies for all the inconvenience that you are facing with the vehicle and for the time taken for the vehicle to be repaired.
Unfortunately as of now we will just have to wait for the STAR to send the parts (hybrid battery) and get the vehicle repaired.

As discussed over the call you can have the rental car till you get back the vehicle and I will process the rental reimbursement every ************************************************ paying the rental.

Please note no ***************** such as insurance, gasoline, tolls and tips or underage fees can be reimbursed by Jeep Customer Care

I will reach back to you once I have an update from the dealer. Meanwhile if you have any queries or concerns you can reach back to me anytime and I will be happy to assist you.

Best Wishes,

******
Case Manager
************- ext- 5140596
Monday - Friday ***** AM - 6.30 PM EST (hours subject to change)

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: 05/19/2025

Complaint: 23324135

Thank you for reconsidering your original decision to only cover my rental for the first 19 days, as that would be criminal on the part of Stellantis as the car is brand new and has barely been driven. Given the fact that the dealership will have the vehicle at a minimum one month -possibly longer I would like the have the monthly payment that I just made reimbursed. How is it that I am expected to pay for a vehicle that is not in my possession? The rental car is just a swap for my car but there has been no compensation for the hours spent thus far or the $150.00 I paid to have the car towed on the night it did not start until the dealership opened the following day.
Based on Lemon Law criteria it appears my vehicle falls under the provisions. How would I be able to get out of this lease and into a different vehicle if necessary?

Sincerely,

***** *****

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