Complaints

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

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• 

  Stellantis

  1000 Chrysler Drive Auburn Hills, MI 48326-2766

• 

  Stellantis

  26311 Lawrence Street P.O. Box 302 Center Line, MI 48015-9301

• 

  Stellantis

  P. O. Box 610207 Port Huron, MI 48061

• 

  Stellantis

  P.O. Box 21-8007 Auburn Hills, MI 48321

• 

  Chrysler Group LLC

  7700 Irvine Center Dr #400 Irvine, CA 92618

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:03/30/2023

  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 brand new 2023 Jeep Grand Cherokee Altitude on October 21, 2022 - on November 5, 2022, I had hit a deer causing enough damage that my vehicle was inoperable. In the almost 5 months (5 months will be April 5, 2023) that my 2023 Jeep Grand Cherokee has been unusable due to the repairs, Jeep has been difficult in sending the needed parts within a reasonable timeline. I have contacted Jeep numerous times and spoke with multiple case managers over the timeline of having the parts sent/delivered to the repair facility. I find it incredibly unfathomable that a manufacturer is able to sell a brand new vehicle but is not able to provide required and/or needed parts within a reasonable manner for service and/or repairs! If Jeep is able to put new vehicles on a car lot for sale constantly, they should be able to provide the parts required for the repair of the new vehicle I purchased, in a timely manner.

  Business Response

  Date: 04/04/2023

  Better Business Bureau of ******* & Eastern ******** 
  *********************************************** 100 
  **********, ** 48076-4163 
  Mrs. ******************************;
  Fax: ************ 
  BBB Case No:  19874699 
  Our File: ******** 
  Dear ***************************************:  
  Thank you for forwarding the complaint from ******************* for the 2023 JEEP GRAND CHEROKEE LAREDO 4X4, VIN ***************** according to our current records, case ******** will be escalated to a case manager to assist with getting the parts order S0313D and the #7gs66tzzAA trim ring, and part #********AC dash panel close out and order #B0322A expedited to arrive at the dealership sooner. So that the vehicle can be returned to the customer as soon as possible. 
  ********************** 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:03/27/2023

  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.

  On February 14th 2023 I purchase a 2014 Grand Cherokee Overland. On a trip to ******** my navigation system went Haywire. In the middle of following directions the navigation went off and on. My radio stopped working, when doing reverse the backup camera cuts out, while going forward back up camera is still on, which was very dangerous being on the highway. Called Uconnect was told I have to do a upgrade, My car was due for ***** follow all the directions and watch ******* try doing the upgrade for a week, it goes into the update at a certain point it stops. I started doing research reading other customers with the same problem. Called Uconnect and was told to take it to a dealership, The dealership told me they do not do upgrades for cars over 10 years. Called Uconnect again and was giving a case number (********) and stated that someone will call or email me within 2 days as of March 27th didn't hear from anyone. Called Uconnect they told me on the 24 a tech said I have to take it to the dealership to do a diagnose. Ask representative Why didn't someone call me or email she didn't know. Went on Jeep forum and was told by other customers if your car is at ***** you have to get all the upgrades in between then you can do the ***** upgrade. So I did a search through all the forums for old updates which one person had. And I was able to update to *****. I was hoping after that update I would be able to get the ***** but I was stalled again. Uconnect told me I was not able to get an update without going to the dealership and paying, Which is not true, I am very Disappointed with Chrysler. This is my third Jeep and as a customer to go through all of this doesn't make sense to me for a simple upgrade and to be transferred back and forth from Uconnect to dealers to tell me they don't do it. I know it's a 2014 Jeep I paid alot of money for it. The place where I purchase it from told me it's Cosmetics I have to deal with Uconnect. Not one rep tried to solve my problem.

  Business Response

  Date: 03/28/2023

  Better Business Bureau of ******* & Eastern ******** 
  *********************************************** 100 
  **********, ** 48076-4163 
  Mrs. ******************************;
  Fax: ************ 
  BBB Case No:  19860885 
  Our File: 85812402 
  Dear ***************************************:  
  Thank you for forwarding the complaint from ******************************* for the 2014 JEEP GRAND CHEROKEE OVERLAND 4X4, VIN ***************** according to our current records, case ******** is with a case manager so the customer should be contacted in 1-2 business days. I am also showing that the vehicle does not show the customers name, address, phone and email in our system. I recommend that the customer call ********************** ************* at *************) to have the vehicles file updated. The case manager will also see what can be done to have the radio updated. 
  
  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: 04/03/2023

  [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:]
  GoodGood morning

  My problem was not resolved it looks the person did not read my complaint. My complaint was not  to update my files. My complaint was to update my  Uconnect software in my car. As of April 4, I still have the same problem.
  Regards,
  
  *******************************

  Business Response

  Date: 07/24/2023

  This case ******** was made to respond to the BBB.   According to case ******** the customer was advised to bring the vehicle to a dealership for a diagnosis and have the software updates completed and only the dealerships are able to complete the software updates needed. 

  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:
  
  [You must provide details of why you are not satisfied with this resolution. Please type details here:]Just like I stated on April 4th whoever tried to answer my complaint. Did not read it or understand it,  if they would have read it,  they can see that I was told by the dealership they do not upgrade any cars over 10 years old. This has been going on since March, it's ************* that they decide to get back to me. So No I am not satisfied or happy, I recently called Jeep support to find out how can I get the codes to my car. They told me they wasn't sure call the. How can you be Jeep support and you cannot give me a better answer than that. This company is going downhill
  
  Regards,
  
  *******************************

• Initial Complaint

  Date:03/27/2023

  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.

  I own a 2015 Jeep Patriot. In November of 2022 the transmission went out. It was towed to the ***** Jeep Dealership in ****** **. They ordered a transmission in Jan 2023 with a delivery date of Feb 22, 2023. The part was not delivered and I was told it was delayed until April 2023. The part has since been delayed 2 more times to June 2023 and then August 2023. I am currently being told that the August 2023 date is not firm. The Transmission is covered under my lifetime warranty through mopar which was offered to me through the Jeep dealership when I bought the vehicle. Mopar has approved the part and the dealership is able and waiting to make the repair. All that is needed is Jeep ************* to fulfill their end of the warranty by providing the part. However, I am being told that the part does not exist. There is no transmission available that works with the Jeep Patriot. The part needs to be made by the manufacturer. It is not being made. I have been told since February 2023 that the part is being expedited. Since being expedited the part has been delayed twice. Jeep *************, which has the obligation to fulfill the order/part is unable to state when the part will ever be made, when it will be shipped and when I will receive my vehicle back. I have not had a vehicle for over 5 months now with no expected date of when it will be fixed under the lifetime warranty. Jeep ************* has provided no part or no solution to this issue.

  Business Response

  Date: 03/28/2023

  Better Business Bureau of ******* & Eastern ******** 
  *********************************************** 100 
  **********, ** 48076-4163 
  Mrs. ******************************;
  Fax: ************ 
  BBB Case No:  19858074 
  Our File: 85811926 
  Dear ***************************************:  
  Thank you for forwarding the complaint from *************************** for the 2015 JEEP PATRIOT SPORT 4X4, VIN ***************** according to our current records, case ******** is being handled by a case manager that is working to find the parts needed to repair the 2015 Jeep patriot.  Since this is a back ordered part the customer will need to work with the case manager and the dealership for more information on the part. 
  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: 03/28/2023

  [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:

  I have been working with the dealership and a case manager for over 5 months. The part needed does not exist and Jeep ************* is not manufacturing the part. They have expedited this part in February and it has been delayed 3 times since being expedited. Thats the opposite of the definition expedited. Jeep ************* is unable to state when the part is going to be made, when its going to be delivered or when I will receive me car back. The customer service I have received has been incredibly unprofessional and unhelpful. I would like a solution to this problem instead of you just have to wait for however long it takes for us to make the part which could be up to a year or more. This is unacceptable. I am requesting a courtesy car until Jeep ************* has shipped the part! 
  
  Regards,
  
  ***************************

  Business Response

  Date: 05/11/2023

  Thank you for forwarding the complaint from ***********************. According to our records, case ******** the parts needed for the repair were to arrive on April 28, 2023, which is the last note from 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 *************

  Business Response

  Date: 05/24/2023

  Thank you for forwarding the complaint from *************************** . According to our records, case ******** the parts for the repair have arrived and the vehicle has been arrived.
  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: 05/27/2023

  [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.

  it took 8 months to fix and get the part for my transmission. Jeep customer care has the absolute worst customer care. They do not care at all. My case manager who was supposedly the West ** manager was negligent on updates, refused to speak with me and hung up on me multiple times. This has been the absolute worst experience I have ever had and I will never buy another Jeep. In fact due to the absurd timeline of just not knowing, which Jeep customer care could NEVER give me any type of date or ETA on a the part we had to buy a new vehicle. We bought a Tesla. The fact that Jeep ************* believes they have resolved the issue and did everything to the best of their job is a joke and absurd. To make a pregnant women in AZ wait 8 months for a vehicle that had not firm ETA on is disgusting. Jeep ************* notified me that it was complete after I got the car back from the dealership. The communication is lost. Jeep ************* is a JOKE. I will not stop telling people the fraudulent and disgusting behavior that Jeep promotes and allows customers to be treated. 

  
  Regards,
  
  ***************************

• Initial Complaint

  Date:03/24/2023

  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.

  My 2021 ram **** is still under warranty. It spilled oil all over the road and I had it towed to the dealership. The dealership said the problem was a ccv filter that was clogged and this wasnt covered under warranty. The issue spilled oil in the egr and the turbo. Those items are covered. The issue I have is that the filter is approximately ****** miles under the dealer recommended time to change it. I did everything by the book and have this issue. The truck is under warranty. Please fix this problem. The truck is practically brand new.

  Business Response

  Date: 03/27/2023

  Better Business Bureau of ******* & Eastern ******** 
  *********************************************** 100 
  **********, ** 48076-4163 
  Mrs. ******************************;
  Fax: ************ 
  BBB Case No:  19850162 
  Our File: ******** 
  Dear ***************************************:  
  Thank you for forwarding the complaint from ************************* for the 2021 RAM **** REG CAB CHASSIS, VIN ***************** according to our current records, case ******** is being escalated to a case manager to see what can be done to assist the customer with the repairs.  Agent called the customer and spoke to **** who stated that the vehicle has been at dealer since January 27, 2023.  Customer states that the CCV filter went causing oil into the turbo and *** valve.  Dealer is saying it is not covered.  Right now DLR wants **** dollars to clean the *** and Turbo and replace the CCV filter.  Advised of the 2 open recalls.  Freedom Towing has multiple **** vehicles has 15 Ram **** and several Ram **** but all registered under different names for the company.   Customer does have loyalty but was too hard to get information on all vehicles.  Agent found QUALITY TOWING *** DBA LIBERTY TOWING has 3 original purchases.  The agent advised that the case would be sent to a case manager to see what can be done to assist the customer.   Advised of the 1-2 call back from the case manager.  Provided VINs  jg244024 jg291396  also. 
  Stellantis will honor the warranty, extended warranties and recalls for all repairs that are covered under the warranty, extended warranty and recalls.   
  Thank you,  
  Randy 
  Stellantis Customer Care. 

• Initial Complaint

  Date:03/23/2023

  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.

  First of all let me state that the issue I'm having is not directly with ****** Motors. The issue is with brand RAM Trucks. ****** Motors is waiting on the parts from RAM. I purchased a new 2022 RAM Promaster vehicle for the purpose of longer distance travel. I specifically ordered vehicle features that would ensure safe and efficient driving. Over a month ago the collision avoidance and cruise control stopped working which made the vehicle non-functional for my purpose. I took the vehicle to ****** Motors where they evaluated it and found defective components. They ordered the components that have yet to arrive. I've contacted RAM ************* (details below) several times who provided me with an ETA for the parts to arrive at ****** Motors. The issue is that every time the order is suppose to arrive it doesn't and a new ETA is assigned pushing out two more days. I've been told by the dealer that this happens and can sometimes take months (already over 1 month so far for me). So what I have is a vehicle that can not be used for its intended purpose with no ETA in sight. Meanwhile my trial subscription services (vehicle WiFi and RAM Connect) have or are running out. This is a new vehicle - I'm not asking them to go above and beyond I just want RAM to deliver what I'm paid for.RAM Support Contact:***** (ProMaster Case Specialist). Here is some information that *** be helpful for you to have: Your case number is ******** The ************************* telephone number is: ************** My direct extension for leaving a Voice Mail is:3026209 *************************s hours are: 8:00 am 8:00 pm EST, Monday through Friday

  Customer Answer

  Date: 03/24/2023

  VIN:  *****************

  Business Response

  Date: 03/30/2023

  Better Business Bureau of ******* & Eastern ******** 
  *********************************************** 100 
  **********, ** 48076-4163 
  Mrs. ******************************;
  Fax: ************ 
  BBB Case No:  ********  
  Our File: 85832472 
  Dear ***************************************:  
  Thank you for forwarding the complaint from *************************** for the 2022 RAM **** PROMASTER C/V HR 136 **, VIN ***************** according to our current records, case ******** is being worked by a case manager where on March 28, 2023, it shows that the part has arrived at the dealership but at this time the technician has been off sick but ate hoping to have the repair done by the end of the week. It all depends on when the technician is able to come back to work. 
   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: 03/31/2023

  Better Business Bureau:

  The van was finally repaired after months - seems like quite awhile.  There seems to be an issue with getting parts and communicating expectations.  **** communications continue to indicate that a part will arrive after two business days and when it doesn't the message is repeated (maybe find out the root cause on WHY it is not being delivered on said date??).  This sets up expectations that are not delivered upon for the customer which causes them (me) to become  disappointed and frustrated (all the while thanking me for my continued patience).  During this time we did not have use of the vehicle for its intended purpose as well time elapsed for paid subscription services (WIFI & Uconnect).

  So the bottom line is that the issue appears to be rectified but it was an unnecessary, arduous and frustrating process 

  Regards,

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

• Initial Complaint

  Date:03/22/2023

  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.

  We own a 2014 Jeep Cherokee with ****** miles. *** vehicle has stopped accepting gas. When at the pump it will pump for half a gallon and then automatically shut off. To fill the tank with a reasonable amount of gas, one has to stand there reengaging the pump multiple times and can take over 30 minutes to get some gas in the tank. I found this problem to be a ridiculous problem to have. We have owned other vehicles for 18 years and never had such a problem. After much research on the internet and also talking to our local dealership, this appears to happen to a lot of Jeep owners. *** jeep manual provides steps to take to check and diagnosis the problem. After following those steps the final step is to replace the gas tank as the solution. *** gas tank has a valve inside the gas tank that stops working thus making it impossible to fill up with gas. Since this valve is in the gas tank there is no way to replace the valve you must replace the gas tank. This turns a cheap valve replacement repair into an expensive gas tank replacement repair. This seems to be a manufacturing defect and should be a recall issue. Jeep addressed our concern with a letter that stated this problem must be diagnosed at a dealership and then once the problem was diagnosed they would look further into the situation. *** dealership has diagnosed that our jeep needs a new gas tank. We submitted the paperwork and got an immediate response back that this is not a covered expense by jeep. This seems to be a manufacturing defect and I think Jeep should stand behind their product and recall the defective gas tanks.

  Business Response

  Date: 04/06/2023

  Better Business Bureau of ******* & Eastern ******** 
  *********************************************** 100 
  **********, ** 48076-4163 
  Mrs. ******************************;
  Fax: ************ 
  BBB Case No:  19894293 
  Our File: 85878727 
  Dear ***************************************:  
  Thank you for forwarding the complaint from ***************************** for the 2014 JEEP CHEROKEE LIMITED 4X4, VIN ***************** according to our current records, case case ******** the reimbursement has been declined as deductibles is customer's responsibility. As per policy, deductibles, unless related to an unissued recall or extended warranty are not covered by any warranty plan and are non-reimbursable. It is a customer's responsibility or participation for a warranty repair. 
   I have reviewed the history for the vehicles repairs at the dealership which there has been very ************** done at the dealer. The repair would be covered under the basic warranty which expired on March 3, 2017 so it is far past Stellantis Goodwill parameters. This would be a decline for any assistance for this repair. 
   If a recall or extended warranty Stellantis will look over the receipts again for review for the reimbursement process. 
  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: 04/07/2023

  [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:]

  the fuel tank has a defective value that stops working so then it makes the gas tank think its full and thus clicks off the gas pump when trying to fill up.  This is a design flaw and should be covered by the manufacturer warranty or they should issue a recall on this problem.  This valve is not accessible  so the only option is to replace the gas tank to remedy this problem.  This turns into a very expensive repair due to the poor design.  This issue needs to be addressed by the corporation.  This is an unfair expense being passed on to customers of the Jeep/ Chrysler brand.

   
  
  Regards,
  
  *****************************

• Initial Complaint

  Date:03/21/2023

  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.

  I bought a 2022 Jeep ********** feel very unsatisfied with the car and the service. I contacted Jeep for a while but no result. So I file a complaint on BBB. Chrysler has its own financial. But dealership forced me to use other high interest financial company. I reported this situation to Jeep customer service agent. The agent said ********************** would investigate and reply to me. Actually, Jeep did nothing at all. The backup camera is completely dark during nighttime when there is no lights around surroundings. The dealership service agent told me that it is because the backup lights are not bright enough. When I bought the car, the descriptions never say the camera cannot be used during dark time. Jeep agent said the car backup camera is designed in that way. But the backup camera cannot be used when there is no lights around surrounding during night time. After I start the car every time, the dash screen and the * connect screen are forced to night mode. So during daytime, both screens are very dark and cannot be seen. I took the car to the dealership. The dealership service adviser said that they didn't know how to fix the problem even though he contacted Chrysler who design the car. Then I contacted Jeep customer support. ********************** agents always told me that they would call me within 48 hours. But they never called me on time. I had to call them back to follow up. Jeep representative gave me the case number (********). The Jeep service case manager told me that Jeep also does not know how to fix the problem. And he would send my case to Lemon car department within 48 hours. But I never received any call from Lemon car department. One month passed, no one resolve the problem. ******** has Lemon law. I request Jeep to buy back this defective car.

  Business Response

  Date: 03/21/2023

  Better Business Bureau of ******* & Eastern ******** 
  *********************************************** 100 
  **********, ** 48076-4163 
  Mrs. ******************************;
  Fax: ************ 
  BBB Case No:  19628383 
  Our File: 85759831 
  Dear ***************************************:  
  Thank you for forwarding the complaint from Fan Li for the 2022 JEEP COMPASS LATITUDE FWD, VIN ***************** according to our current records, case ******** is still being handled by a case manager. The case was sent up to the Dispute Resolution team but it was sent back to the case manager as it was stated that the vehicle was operating as designed. I will update the case that is with the case manager to contact the customer at ************** 
  ********************** will honor all warranties, extended warranty, resolve any issues with the vehicle. 
  Thank you,  
  **********;
  Stellantis Customer Care. 

• Initial Complaint

  Date:03/20/2023

  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.

  I am the original owner of a 2018 Jeep Grand Cherokee with ****** miles on it (it is out of the warranty period). About 9 months ago, I notice a portion of the center screen becoming delaminated. Then about 4 months ago, the screen started to act up - ghost pressing certain areas of the screen, without me touching it (automatically turning up the volume, turning on heated seats (in *******), changing audio sources, changing the gps, etc.). It's extremely distracting when I drive. Last week, it even dialed 911 on its own while I was driving it. I contacted Jeep Cares and was instructed to take it into a dealer for a diagnostic check. They are charging me $190 for this. Even when they find the screen defective, I'm fearful that I will be charged the $1,600-$2,000 to have it replaced. I can buy a brand new one for $500 and install it myself. But this isn't an option for me since I still need to pay to have it diagnosed by a dealer. This is a very known issue among Jeep/Chrysler owner - many forums like this (**************************************************************************************************) prove it. Even though I am out of warranty, I feel that this should be covered at no charge (including the diagnostic check) since it's a major safety issue. And it's up to Jeep's discretion on whether or not they will cover this - and therefore have no plan of resolution. The screen was defective to begin with - and after driving it for a few year, the defects were finally known. Like I said I am happy to replace this myself since it's very easy to do. And would prefer this rather than paying for a diagnostic check and getting the runaround from Jeep Cares - on whether they'll reimburse me or not. Not to mention the screen is on backorder for the dealers. This needs to replaced ASAP before a severe accident takes place. I'm looking for a reimbursement for the cost of a new unit ($500) or a guarantee that this will be replaced at no-cost to me.

  Business Response

  Date: 03/21/2023

  Better Business Bureau of ******* & Eastern ******** 
  *********************************************** 100 
  **********, ** 48076-4163 
  Mrs. ******************************;
  Fax: ************ 
  BBB Case No:  19625811   
  Our File: 85754592 
  Dear ***************************************:  
  Thank you for forwarding the complaint from *************************;for the 2018 JEEP GRAND CHEROKEE LIMITED 4X4, VIN ***************** according to our current records, case ******** is with a department that deals with issues posted on a social media site. Agent called the customer and but was only able to leave a voice mail and agent asked if the customer can call agent back.   Agent called the dealership and spoke to ***** who stated that the customer was in August of 2021 for a recall but nothing on radio was ever mentioned at any time for the radio until the BBB case that was sent in on March 20, 2023 and on social media also on March 20, 2023.    *** returned the call to the agent and *** who stated that it is scary to drive at this time.  Customer has an appointment on April 15. 2023 at 8 AM at ******* in *************** confirmation number is ******** has to be within 14 days.  it was explained to the customer that the case ******** will be sent to a case manager 2 weeks before the appointment so the case manager can reach out to the dealership and to the customer to explain what is going to happen.  Agent advised that the radio can be replaced either Jeep will take care of everything or might be a copay that is up to the case manager.  Agent also advised that the radio might also be on back order.  Customer thanked the agent for the information. 
  Stellantis will honor all warranties, extended warranty, or the windshield is not covered under warranty and the paint recalls in order to assist the customer to resolve any issues with the vehicle. 
  Thank you,  
  **********;
  Stellantis Customer Support.  

  Customer Answer

  Date: 03/21/2023

  [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:

  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:03/17/2023

  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 $140000+ VEHICLE THAT NOONE WILL HELP ME TOW OR FIX!!!!

  Business Response

  Date: 03/20/2023

  Better Business Bureau of ******* & Eastern ******** 
  *********************************************** 100 
  **********, ** 48076-4163 
  Mrs. ******************************;
  Fax: ************ 
  BBB Case No:  19614728 
  Our File: 85744652 
  Dear ***************************************:  
  Thank you for forwarding the complaint from ************************* for the 2022 RAM **** LONGHORN MEGA CAB 4X4 VIN *****************. according to our current records, case ******** is being escalated to a case manager.   Agent called the customer ***** states is at the dealer and no one can fix the vehicle.  Customer states that the part is not being manufactured yet.  Customer states that she does not know where the vehicle is located.  Roadside states she does not have roadside and wants to charge ******* dollars for the tow.  Advised of the open recall.  Customer states that a case manager closed the case as there was no solution.  Customer would like to have it towed to *********************** Chrysler Dodge Jeep Ram, dealer code ***** as they advised they were able to repair the vehicle.  Customer states that she needs to have a transmission repair or replaced.    Customer states that she has found a solution but no one will assist in getting it repaired.  Customer states that she needs a heavy-duty rental as she needs it for a farm.  Customer also wants it towed to the *********************** Chrysler Dodge Jeep Ram, dealer code *****.   Agent advised it shows a different case manager name for the dealer.  Agent advised that the case will be sent up to another case manager to help get the issue resolved.  Customer states that after 30 days she is going lemon law route which is on April 6, 2023 
  Stellantis will honor all warranties, extended warranty, or recalls in order to assist the customer to resolve any issues with the vehicle. 
  Thank you,  
  **********;
  Stellantis Customer Support.  

  Customer Answer

  Date: 03/21/2023

  [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 was assigned to ****** and she did not call me I had to call her and she refuses to help get the vehicle moved and she refuses to get me a loaner!!
  
  Regards,
  
  *****************************

  Business Response

  Date: 05/01/2023

  Thank you for forwarding the complaint from *************************. According to our records case ******** is with a case manager. Case manager advised the customer that she would need to tow the vehicle to the *********************** Chrysler Dodge Jeep Ram at ************************************************************* which the customer will need to pay for and submit in for the reimbursement process.
  
  Agent advises the customer to work with the case manager do assist in getting the vehicle repaired.
  
  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 *************

  Business Response

  Date: 05/15/2023

  Thank you for forwarding the complaint from *************************. According to our records, case ********, the customer was advised by a case manager if the customer wanted to tow the vehicle to another dealership it would be at the customers expense. The case manager also advised the customer to submit it for the reimbursement process. Roadside assistance will only be towed to the nearest dealership. If the customer wants to go elsewhere that would be at the customers expense.
  If the customer is still having issues, then I recommend that the customer call ***************** at **************
  ********************** 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: 05/16/2023

  [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:
  The case manager has not reimbursed me for almost $4000 in car rental invoices.
  
  Regards,
  
  *****************************

• Initial Complaint

  Date:03/16/2023

  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.

  I financed a RAM pick up truck in October of 2021. I recently received a letter in the mail for a recall. I brought my truck in and they fixed it. A week or so later my truck broke down. I called a tow truck and the nearest dealer was in ********, **. The dealership REFUSED to take my truck in and told me I had to go to the dealership that I bought truck at, which is ABSURD!!!!!!!!!! I live in NY, what if I broke down in **********?? Anyway, I filed a complaint with Dodge/Chrysler/Jeep/Ram and they said they were working on my complaint and were going to get to the bottom of the situation with that dealership that refused me. They told me to rent a car and they would cover the costs. The woman on the phone was very nice and told me she would email me all details of my case and help me get this all sorted. Since then, they have also gone M.I.A. **** is getting ridiculous and now I have my lawyer involved. I need to know that status of my case and who is paying for my unnecessary rental car fee on top of my finance payment since I would be paying for a month that I dont have a truck and NO ONE SEEMS TO KNOW WHAT IS GOING ON. My patience has gone out the window. Ive called MULTIPLE TIMES and no one wants to help. So now Im going after Stellantis, mother company. I NEED YOUR HELP. I would like a copy of every since recording from my multiple calls to your offices. I need someone to respond to my emails and someone to call me back!!!!!!!!!!!!

  Business Response

  Date: 03/17/2023

  Better Business Bureau of ******* & Eastern ******** 
  *********************************************** 100 
  **********, ** 48076-4163 
  Mrs. ******************************;
  Fax: ************ 
  BBB Case No:  19611260 
  Our File: 85731685 
  Dear ***************************************:  
  Thank you for forwarding the complaint from ********************* for the 2021 RAM **** LARAMIE CREW CAB 4X4 VIN *****************. according to our current records, case ******** the ******** is being worked by a case manager. Agent called the dealer and spoke to **** who stated that the vehicle was completed and waiting to be picked up since March 13/2023. Also updated the case for the case manager to reach out to the customer. 
   ********************** will honor all warranties, extended warranty, or recalls in order to assist the customer to resolve any issues with the vehicle. 
  Thank you,  
  **********;
  Stellantis Customer Support.