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

1,580 total complaints in the last 3 years.
541 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:04/27/2023
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.
From 2015 until 2018 I leased a Dodge Challenger, which utilized their UConnect infotainment system. I was signed up for email news and alerts about the system. In 2018 I traded the vehicle back into the dealer.Since then I have continued to receive the UConnect email alerts despite unsubscribing from them over 20 times. I reached out to their social media team who asked me to do some remedy steps within the vehicle. When I told them I didn't own it anymore they said they'd unsubscribe me. I continue to receive the emails. Every time I use their unsubscribe link and it never works. The social media team has stopped responding to me. All I want is my email removed from their system and for them to stop contacting me. I'm also concerned they could be selling my contact information to third parties.
Business Response
Date: 05/24/2023
Thank you for forwarding the complaint from *********************. According to our records, case ******** the customer will need to call the ********************** ***************** at ************ to make sure the account has been cancelled and to delete the vehicle from the Mopar Owner Connect account..
The customer no ******* owns the vehicle. There is also one open recall.
Stellantis will honor the warranty, extended warranties, Mopar Vehicle protection plans and recalls for all repairs that are covered under the warranty, extended warranty and recalls.
Thank you
************
Stellantis Customer Care

Customer Answer
Date: 05/26/2023
[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 shouldn't need to call an 800 number. The Unsubscribe function of the email is legally required to function and cease further communication. This falls under the CAN-SPAM Act within the purview of the **** If I am not removed from this email service the next step will be for me to file a complaint with the *** where ********* can be fined $16,000 per email sent, not just to me, but to everyone on your email list who are unable to use the Unsubscribe function. I've been documenting my inability to unsubscribe for over a year.

Regards,

*********************
Initial Complaint
Date:04/23/2023
Type:Order 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.
March 29th my 2015 Jeep Cherokee Latitude caught fire in my driveway. Nobody in my car or around my car. Ignition and everything inside vehicle was off and the vehicle was locked. The fire started inside the frame under the drivers side taillight. I filed a complaint with Mopar and filed a claim with my insurance. FCA sent an investigator to my vehicle to send pictures and information back to FCA. I received a letter this weekend from Stellantis that basically said my insurance has to request it if the insurance feels like its the manufacturers responsibility. I want to know what happened to my vehicle that I worked 3 jobs for to pay for. Insurance doesnt care why it happened. Easier and less hassle for them to pay it off and go on. I worked my tail off for that vehicle and NEVER once had issues with it. I also loved on the letter from Stellantis no one signed their name or contact information to it so if you call like I did, you get the run around.
Business Response
Date: 04/24/2023
Better Business Bureau of ******* & Eastern ********
*********************************************** 100
**********, ** 48076-4163
Mrs. ******************************;
Fax: ************
BBB Case No:  19972114
Our File: 86007951
Dear ***************************************:
Thank you for forwarding the complaint from *******************************;  According to our records, this case 85851195 was escalated to the special investigation department where the customers insurance company has taken possession of the vehicle. The customers insurance company will need to contact Stellantis for more information on the cause of the fire.
The special investigation department reached out to the customers insurance company ad was advised that the insurance company is handling the claim.
Thank you
**********;
Stellantis Customer Care.
Customer Answer
Date: 04/24/2023
[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:

At the time of when I contacted Jeep and when they sent the investigator, my insurance had only been given permission to move the vehicle. The vehicle was legally mine until the title was in the insurances possession which it was not when I filed the complaint. But I will happily contact my insurance company about the actions they took without my knowledge. I want to know what caused the fire. And its absolutely ridiculous Im having to jump through these hoops to get an answer.
and by the way, they totaled the car. So theres no fixing it.

Regards,

*********************************
Business Response
Date: 07/24/2023
This case ******** was made to respond to the BBB. According to case ******** was assigned to our special investigation department. They were to go out and inspect the vehicle with the customers insurance company. Progressive insurance company prohibited them from investigating the cause of the accident and only able to do a visual inspection.
Customer Answer
Date: 07/25/2023
[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 forwarded your response to progressive since the claim is in subrogation. At no time (before or after the investigation) did the special investigator state progressive prohibited him from doing his investigation. His job was strictly to take pictures and information per YOUR instructions. I had more than one call with ****************** in regards to the vehicle. Step by step of what occurred that night. Jeep made a faulty product and caused a huge mess in my life bc of a design flaw. Get better design engineers and learn to take responsibility and to fix your products. And how many recall notices do you want to keep sending me for no reason? Youre not taking responsibility; youre not even attempting to fix the situation. You have no clue what to do about this except tell people not to park near anything. Stellantis knew of the secondary issues with the fires since January of 2022 (that is public knowledge now). What you failed to tell the public is this actually happened to people and almost cost them everything. Do better.

Regards,

*********************************
Business Response
Date: 08/30/2023
Better Business Bureau of ******* & Eastern ********
***************************************************************************************-4163
BBB case N0:19972114
Our File: 87172312

Thank you for forwarding the complaint from ***********************************. According to our records, that this matter is being addressed by your insurance carrier. When an insurance company receives a claim, the rights of recovery rest with them.
We suggest that you continue to follow the insurance carrier claims process. Should they feel that there is a manufacturing responsibility with regard to their loss, they have the right to subrogate the claim, which would include any deductible you may be responsible for.
Stellantis will continue to honor any future repairs necessary per terms of ****************** warranty.

Best Regards,
***
Stellantis Customer Care

Customer Answer
Date: 08/30/2023
[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:

Jeep/FCA/Stellantis dropped the ball on this one. Youre able to hide behind insurance and not take any responsibility for what happened. Stellantis even put out there there were no accidents or injuries. My vehicle plus the other 50 cases they had over the last 3 years proves otherwise. Jeep knew about the problem and the fires an entire year before they decided to put a recall out which was almost 6 weeks after my jeep caught fire. It has been one lie after another. But keep hiding behind insurance. You made a death trap of a product. Theres those of us out here that will NOT let this go. Also, you might want to double check the recall notices went to everyone. I met a couple from meridian, Ms with my same jeep year/model/specs and they had not received either notice for the fire recall.

Regards,

*********************************
Initial Complaint
Date:04/20/2023
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 unable to get a contact from Jeep regarding a recall on a vehicle for ***************************************************** I then had to sell the vehicle for a major hit to a dealer ship and still could not get Mopar/Jeep to return a phone call or even be helpful in the matter all I wanted to do was get the recall fixed or lemon the vehicle and they still did not help. This is not good business practice and away to keep messing with people. I dont know a desired outcome other.Vin#C4RJFJM4FC844770
Business Response
Date: 04/24/2023
Better Business Bureau of ******* & Eastern ********
*********************************************** 100
**********, ** 48076-4163
Mrs. ******************************;
Fax: ************
BBB Case No: 19962938
Our File: 85993581
Dear ***************************************:
Thank you for forwarding the complaint from *************************;. According to our records, this case ******** was sent toa case manager and the customer was declined for a &6,000.00 reimbursement as the customer had already sold the vehicle. For the recall Z46 the parts are currently not available and Stellantis is working hard to get the parts as soon as possible for this recall so the customers vehicles can be repaired. Since the vehicle has been sold there is nothing more that Stellantis can do to assist the customer.
********************** will honor the warranty, extended warranties, Mopar Vehicle protection plans and recalls for all repairs that are covered under the warranty, extended warranty and recalls.
Thank you
**********;
Stellantis Customer Care.
Initial Complaint
Date:04/20/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased my new 2023 Jeep Wrangler in late February. I have yet to receive my tag. I have contacted the dealership to let them know that my temporary tag has expired and it is still not resolved. Upon purchasing the vehicle, I informed the finance individual (********) that I needed him to complete a special form. He brushed me off and said it would be transferred. Well, here I am two months later and still do not have a tag. I am unable to drive my vehicle because I do not have a tag even after contacting the dealership.
Business Response
Date: 04/24/2023
Better Business Bureau of ******* & Eastern ********
*********************************************** 100
**********, ** 48076-4163
Mrs. ******************************;
Fax: ************
BBB Case No: 19962938
Our File: 85993581
Dear ***************************************:
Thank you for forwarding the complaint from *********************. According to our records, this case ******** was put in as a dealer complaint on April 18, 2023. There is no resolution from the dealer complaint showing from this case. Receptionist stated that the finance department is in a meeting until 10:30 AM. Receptionist also stated the customer can go to DMV to have an extension or wait for the finance department.
Agent called the dealership and spoke to Phillpe in the finance department who stated that she may have to go to the dealer. states that he will need to contact the director who comes in at noon and call customer at 1 PM. Agent called the customer and left a message adving that the customer will receive a call back around 1 PM on April 21, 2023.

Stellantis will honor the warranty, extended warranties, Mopar Vehicle protection plans and recalls for all repairs that are covered under the warranty, extended warranty and recalls.
Thank you
**********;
Stellantis Customer Care.
Business Response
Date: 05/11/2023
Thank you for forwarding the complaint from *********************. According to our records, case ********, the case was put in as a dealer complaint. There is no information if the customer has received the tags for the new vehicle purchase.
Agent called the dealership and spoke to Phillpe in finance states that she is applying for a disability tag so the state is handling that. ******* states that the paper work is with the county and was processed last month. Phillpe states that the customer can get an extension tag from the county to get an extension. Phillpe states that the disability tag from the county takes longer to process but the dealer has received the information and has sent it all in last month.
Stellantis will honor the warranty, extended warranties, Mopar Vehicle protection plans and recalls for all repairs that are covered under the warranty, extended warranty and recalls.
Thank you
*****
Stellantis Customer Care

Business Response
Date: 05/24/2023
Thank you for forwarding the complaint from *********************. According to our records, case ********, the case was put in as a dealer complaint. There is no information if the customer has received the tags for the new vehicle purchase. Agent called the dealership and spoke to Phillpe in finance states that she is applying for a disability tag so the state is handling that. ******* states that the paper work is with the county and was processed last month. Phillpe states that the customer can get an extension tag from the county to get an extension. Phillpe states that the disability tag from the county takes longer to process but the dealer has received the information and has sent it all in last month.
Stellantis will honor the warranty, extended warranties, Mopar Vehicle protection plans and recalls for all repairs that are covered under the warranty, extended warranty and recalls.
Thank you
************
Stellantis Customer Care
Initial Complaint
Date:04/20/2023
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
In 4/2 I was hit by a road hazard. With the purchase of a jeep you get jeepwave and trip interruption provided stelantis. This incident happened on a sunday at 5pm their app would not alow me to change from a jeep dealership nor could the agent.I had to pay to go to ******* as they had a tire to get me back on the road.I have been told my adjuster for this would call me and she never does. Agents belittle me and just hang up. I want reimbursement for my tow and also now tire for the inconvenience they have caused
Business Response
Date: 05/19/2023
Thank you for forwarding the complaint from *********************. According to our records, case ******** show that the customer has been reimbursed for the $210.00 towing charge which was sent out on May 4,2023. The check should arrive by mail within ****************************************************** those 30 days, then the customer will need to call ********************** Wave at ************** and reference case ********.
The check was sent out on May 4,2023 which the customer would receive in 30 business days by mail. If the customer has not received the check in that time frame the customer will need to call back to ********************** at *************) and reference case ********
For the trip interruption that is being handled by Mopar Vehicle Protection which customer can call at ************** option 4.
Stellantis will honor the warranty, extended warranties, Mopar Vehicle protection plans and recalls for all repairs that are covered under the warranty, extended warranty and recalls.
Thank you
************
Stellantis Customer Care

Customer Answer
Date: 05/26/2023
[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:
Check and communication was properly made by stellantis after filing the bbb complaint.
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:04/20/2023
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 own a 2021 Ram **** 4x4 Cummins. There are 3 current recalls. One is minor. The second is a fire risk while driving. The third is a fire risk while parked, *** has told customers to park outside away from structures. I went to the dealership and was told they could fix one of the serious recalls but they couldn't do it till December ****. I contacted *** and they suggested another dealership who told me they could fix all three but it would be at least 4 months. Both dealerships said the parts are available but *** will only give out one a month at one dealership and one a week at the other. I reached out to *** for an explanation and have received nothing. I have a expensive piece of yard art that isn't safe.
Business Response
Date: 04/24/2023
Better Business Bureau of ******* & Eastern ********
*********************************************** 100
**********, ** 48076-4163
Mrs. ******************************;
Fax: ************
BBB Case No: 19960040
Our File: 85996086
Dear ***************************************:
Thank you for forwarding the complaint from *************************** According to our records, this is the information that I found for every recall on the vehicle. Recall 13A parts not available at this time. Depending on what part is needed for the repair one shows becoming available around April 18 but the parts will be restricted so that every dealer has parts to complete the this recall also ad email was set up for customer to be notified, For recall ZA3 shows parts are available shows that the dealership can only 1 part every 7 days but there is also other parts that does not show how many a dealer can order in 7 days. For recall ZB8 shows the parts are available and can be completed right away.
The customer should be put on a list at the dealership for when the parts do become available so that the customer will be called when the parts arrive for the repair of the vehicle.
Stellantis will honor the warranty, extended warranties, Mopar Vehicle protection plans and recalls for all repairs that are covered under the warranty, extended warranty and recalls.
Thank you
**********;
Stellantis Customer Care.
Customer Answer
Date: 04/24/2023
[A default letter is provided here which indicates your rejection of the business's response.

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint. For your reference, details of why I am rejecting this response appear below:

[You must provide details of why you are not satisfied with this resolution. Please type details here:] I have spoken with 2 separate dealerships and I am on a waiting list. The one dealership said it would be December **** the second dealership said it would be at least 4 months. Those are unacceptable time lines considering the nature of the recalls.

Regards,

*******************
Business Response
Date: 05/19/2023
Thank you for forwarding the complaint from *************************. According to our records, cases ******** and ******** both have been escalated for recall parts not available.
For recall ZA3 I am showing that the parts are available but are restricted to 1 part in 7 days, another is 2 in 7 days, also 3 in 7 days and 4 in 7 days. The reason the parts are restricted like this is because Stellantis needs to make sure there is enough parts for all of the dealerships in the US. Stellantis is working very hard to get more parts available so this recall can be completed on every vehicle with the recall in the US.
For recall 13A these parts are not available at this point of time as the parts are still being tested to make sure that it will resolve the issue for the recall. Once the parts are available, they might also be restricted.
It is recommended that the customer be put on a list at the dealership so when the parts do come in the dealer will call the customer to schedule an appointment.
********************** is working very hard to get the parts as fast as possible for both of the recalls.
Stellantis will honor the warranty, extended warranties, Mopar Vehicle protection plans and recalls for all repairs that are covered under the warranty, extended warranty and recalls.
Thank you
************
Stellantis *************
Customer Answer
Date: 05/27/2023
[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:] Waiting for an indefinite amount of time for repairs that are considered a major safety risk is not acceptable. One dealership says December ****, the other says December 2023. The tailgate latch can wait, however a fire risk while parked is a danger to my family and my neighbors. The fire risk while hauling is also a danger to my family and others around. I think the parts should be made available to vehicles already sold and in use.

Regards,

*******************
Initial Complaint
Date:04/20/2023
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.
Vehicle has electrical failure and I filed a claim with FCA and they closed the case before work was being done because they thought negligence was done by the other dealer that was doing an interior detail. The dealer that has my vehicle has stated to me that they have yet to find reason to believe that there has been negligence. The dodge dealer in *******************, ** and FCA are not communicating and they are not following the terms of warranty. The dealership did not give me a rental and its been in the shop since march 28th. I filed a claim through NHTSA and ******** general attorney. I bought a vehicle for reliability and the company has not been trying to find a solution and take ownership of their product's faulty issues. Vehicle is brand new and should not have any electrical issues.
Business Response
Date: 04/20/2023
Better Business Bureau of ******* & Eastern ********
*********************************************** 100
**********, ** 48076-4163
Mrs. ******************************;
Fax: ************
BBB Case No: 19959327
Our File: 85981557
Dear ***************************************:
Thank you for forwarding the complaint from ***************************. According to our records, this case was sent up to a case manager to see what could be done to assist the customer. The case manager declined assistance as by the customers own words that the water damage was caused by an independent shop that was detailing the vehicle. Since the independent shop caused the damage, this is not a manufacturer's defect but caused by an outside influence. The customer should be going after the independent shop to pay for the repairs or the insurance company. Stellantis has declined assistance which we will stand by as that is what the customer stated to the case manager.
Stellantis will honor the warranty, extended warranties, Mopar Vehicle protection plans and recalls for all repairs that are covered under the warranty, extended warranty and recalls.

Thank you
**********;
Stellantis Customer Care.
Initial Complaint
Date:04/17/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased a new Ram **** Crew Cab 4x4 pickup truck with the Cummins Diesel Engine - BRAND NEW - in 2016. Early on into the ownership of this vehicle, I began to experience drivability issues related to the Emissions system including the DEF (Diesel Exhaust System) and system sensors. If the vehicle detects an issue with this system, a mileage countdown starts giving the vehicle 150 miles before it goes into "Limp" mode and the vehicle MUST go to the dealer for service. I have had to have the truck at various Ram dealerships multiple times for extended periods of time addressing various Emissions related issues which was very stressful as multiple discussions had to be had with dealerships as well as Chrysler/Ram themselves just to obtain minimal satisfaction. I am now forced once again to have my vehicle out of service for over a week and counting due to yet another Emissions related problem - a NoX sensor that will cost me over $750 out of pocket for a vehicle that is meticulously maintained and has very low mileage for its year (just over ****** miles) and magically the Emissions related warranty mostly expires at 5yr/50kmi????? I completely understand that the age of the vehicle has exceeded 5 years and the mileage is now ****** however, because have a history of Emissions related issues, I would like this part replaced for no charge (or at a very big discount.) Had this been a part related to some other system, I would claim complete responsibility and not waste your time - however, I believe Ram should stand behind a vehicle system that is mandated by the ** Government to be on the vehicle and should be more reliable of more cost effective to repair/replace when needed.
Business Response
Date: 04/18/2023
Better Business Bureau of ******* & Eastern ********
*********************************************** 100
**********, ** 48076-4163
Mrs. ******************************;
Fax: ************
BBB Case No: 19945120
Our File: 85963509

Dear ***************************************:
Thank you for forwarding the complaint from *********************. According to our records, case ******** is still open and is not a case manager so looking else to have someone assist the customer. Agent will escalate case ******** to a case manager for the customer. It is the NoX sensor needs to be replaced. Agent called the customer and spoke to ***** who stated that the dealership is ********* CHRYSLER JEEP DODGE. Customer just wants a sensor replaced. Customer has owned 4 original and 2 used. is just over the warranty by time and miles but the mileage is only 50,371. Customer states that it is the NoX sensor is gone and is looking for assistance with the repair. Dealer advised it would cost between $750 to $!000,00 for the repair.
Stellantis will honor the warranty, extended warranties, Mopar Vehicle protection plans and recalls for all repairs that are covered under the warranty, extended warranty and recalls.
Thank you
**********;
Stellantis Customer Care.
Customer Answer
Date: 04/18/2023
[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 unsure of what the business is offering - will they assist in replacement of the NOx sensor and approve ********* to perform the work or are they saying no to my request for assistance. I am still in communication with both the dealer - ********* as well as RAM ************* who I spoke with earlier today, 4/18/23, regarding assistance with this Emissions Sensor Replacement. Had this been any other part in any other system of the vehicle I would not have filed a complaint - however, the Emissions System installed in this vehicle has been a trouble spot since new and caused many MONTHS of downtime and frustration and inconvenience. I am asking that RAM/FCA stand by their product and the installed parts for a little longer than warranted due to previous issues with this system. My vehicle is now at 20 miles before it will go into "LIMP" mode and require DEALER ONLY service forcing me to pay for a system that has known issues, not only for me, but for many other owners. As a customer I feel trapped by this repair. Please replace the sensor and reset the computer with the most current needed information so I can try once again to use my vehicle

Regards,

*********************
Business Response
Date: 05/11/2023
Thank you for forwarding the complaint from *********************. According to our records, case ******** is still being worked on by a case manager. The case manager is waiting for parts to arrive to the dealership to resolve the customers issues with the vehicle.
Stellantis will honor the warranty, extended warranties, Mopar Vehicle protection plans and recalls for all repairs that are covered under the warranty, extended warranty and recalls.
Thank you
*****
Stellantis Customer Care

Customer Answer
Date: 05/12/2023
[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 a loyal and repeat customer of ***, I still feel that they are not standing behind the quality and performance of the factory installed vehicle emissions system. The vehicle computer forces the customer to go to the *** Dealership or face the consequences of "LIMP" mode basically rendering the vehicle useless. The average person does not have access to the vehicle specific software required to reset the computer. There are aftermarket parts available that I could have purchased to make the repair myself as I am a ASME service technician but I was forced to pay top dollar for the *** factory sensor ($750) PLUS LABOR PLUS DIAOGNOSTIC FEES that *** is not willing to provide compensation for. Their offer of 50% off the PART is a slap in the face. *** CUSTOMER CARE AND THE CUSTOMER CAE MANAGER were very hard to deal with and actually understand as the Case Manager speaks broken English and is very short on the phone. I am not pleased and feel that I was trapped into paying $1200 for a repair I could have performed myself for $300. I was also without a vehicle for 3 weeks while waiting and waiting and waiting to sort this out as *** was very slow in their responsiveness to the case. THE VEHICLE IS REPAIRED AND I HAVE PAID THE INVOICE IN FULL (attached) as I needed my vehicle and had no other options. As stated earlier, I have been plagued with emissions/DEF related problems with this vehicle since I purchased it new and would have expected *** stand behind their vehicle on this particular topic considering the history and the fact that this issue occurred magically 100 miles after the mileage warranty expired (HUMMMMM)
I would like FULL reimbursement for the costs I have incurred related to this repair

Regards,

*********************
Initial Complaint
Date:04/16/2023
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.
This company has handled my car warranty. I was told I would be updated on process and reimbursed for a rental vehicle. I was without my vehicle for over a month and never was updated by the company. I was never called or emailed when I said I would be. I submitted documents for reimbursement on March 21st. I was told the check would be mailed out the next Monday after calling to verify because I received no response, yet again. I am still waiting on a check. I have yet to have anyone update me. I tried to speak with a supervisor and they assured me I would be reimbursed. *** attempted to contact them- no response. This has been the most awful experience. I definitely think Chrysler should rethink who they do business with.
Business Response
Date: 04/17/2023
Agent reviewed case ********, the reimbursement case is still open and under review. Agent created a BBB case 85956572
Initial Complaint
Date:04/14/2023
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 contacted the BBB regarding a delaminating issue with my radio on my RAM truck I was contacted by *************************** and he said they would reimburse the radio cost. Attached are his communications and the receipt. We sent the receipt on March 24 and made multiple attempts to reach him but no response. I would not have closed the last BBB complaint or bought a radio if he did not promise a reimbursement.
Business Response
Date: 04/14/2023
Agent created case ********, reimbursement has been approved for the customer pertaining to the delamination. Agent has contacted via email and phone to ensure that all contact information has been updated. Check has been approved on April 14th, 2023.
Customer Answer
Date: 04/14/2023

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 will accept the response if payment is received. I closed a case before payment with them in the past and they lost contact with me once the complaint was closed.

Regards,

***************************
Customer Answer
Date: 04/30/2023
I am ready to accept this resolution. E we received the refund and everything went smooth. Thank you.

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