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

1,570 total complaints in the last 3 years.
531 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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

Initial Complaint
Date:02/05/2023
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 sent this letter below to Stellanis on October30, 2022 and again certified mail on December 6, 2022 for reconsideration and have not received a response. This is very poor customer service! I bought a ************************** in 2015. VIN:1C3CCCCGFN605810. At that time, I also purchased a MOPAR Vehicle Protection Plan, ********************* effective 11/30/2015.On October 26, 2022, I took the vehicle into ********************************** Chrysler Dodge Jeep Ram dealership in ********. The menu screen was not working properly. I could not change features on the vehicle ie, radio, climate controls, phone, media. Upon review be a technician, it was determined that a small crack was detected on the lower left edge of the screen. They recommended replacement. When submitted to MOPAR for apprioval, it was denied due to what the technician called "impact damage".I would like you to reconsider this and approve the replacement of the radio screen. the car has never been in an accident and there is no way any object or human touch could cause a crack in the lower left corner of the screen.
Business Response
Date: 02/20/2023
Better Business Bureau of ******* & Eastern ********
*********************************************** 100
**********, ** 48076-4163
Mrs. ******************************;
Fax: ************
BBB Case No: 19336342
Our File:

Dear ***************************************:

Thank you for forwarding the complaint from ************************* for the 2015 CHRYSLER 200C VIN *****************. according to our current records, this is a concern for Mopar Vehicle Protection to look into as the vehicle warranty for the radio has now expired by time. I have forwarded the claim to the Mopar Vehicle protection department that can look into this further for the customer.
********************** will notify the customer of any future recalls that *** come out for the vehicle. Will monitor the repairs history on the vehicle and assist with any repairs under the warranties of the vehicle, any extended warranties or Mopar Vehicle Protection plans that are on the vehicle.
Thank you,
**********;
Stellantis Customer Support
Customer Answer
Date: 02/20/2023
[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:
Two items to consider from this response:
1) I have a lifetime warranty that was purchased at the time I bought the vehicle. So, saying the warranty on the radio expired is a false statement.
2) The business reply that states they are sending the information to Mopar for resolution will not work because Mopar originally told me to send the details to Stellantis. So this is a way to play whos to blame and keep from resolving the issue.
[You must provide details of why you are not satisfied with this resolution. Please type details here:]

Regards,

*************************
Business Response
Date: 04/14/2023
Good Afternoon

We need the Vehicle Identification Number in order to locate your vehicle details. I am unable to locate based on name only.

Thank you
Customer Answer
Date: 04/14/2023
[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 as long as they approve the fixing of the vehicle. The business asked for the *** number for the vehicle. It is *****************. The vehicle protection warranty is the ********************** option code: LWM100N Form Num: LM515 Plan #********. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
*************************
Business Response
Date: 04/19/2023
Better Business Bureau of ******* & Eastern ********
*********************************************** 100
**********, ** 48076-4163
Mrs. ******************************;
Fax: ************
BBB Case No: 19336342
Our File: 85975499
Dear ***************************************:
Thank you for forwarding the complaint from *************************. According to our records, the customers ********************** option code: LWM100N Form Num: LM515 Plan #******** is still active. If the customer has questions on the plan the customer will need to contact Mopar Vehicle protection at ************** option 4 to receive the answers from the plan.
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: 04/19/2023
[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:]
Mopar told me to contact ********* for approval of my car repair. I feel like no one wants to take responsibility for this request to repair my vehicle. ********* has the letter I wrote explaining why I feel the repair is their responsibility. All I need is their approval and I will take the car to a dealership for repair.
Regards,

*************************
Initial Complaint
Date:02/04/2023
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 morning 2/4/23, I noticed my car battery light was on and that the auto start/stop feature had sent an error message saying it could not work. It was 0 degrees this morning, and for my sanity I decided to take it to the closest auto shop near me, which happened to be ********** They took my car in for diagnostic and called me back to state that my car's alternator had failed. My car is a 2021 Jeep Grand Cherokee Laredo with less than ****** miles on it! There is no reason why my alternator should have failed- I just got my car serviced in December by Jeep! How they missed this is beyond me! To make things worse, I got the run around from Mopar for hours- I literally called them 4 times today. I was told I couldn't escalate the situation with the reps because the premium team handles that and they open on Monday. How is my car considered premium with **** poor parts/quality? I then reached out to Roadside Assistance to have my car towed to the Jeep dealership to get fixed since my car is still under factory warranty. I called Roadside Assistance at 11:30am. They kept telling me they dispatched multiple tow trucks only for them to cancel because it wasn't in their territory. I don't understand why they couldn't find a tow truck company when there are multiple in Fairfield County! They kept calling to apologize to me, and saying how this is unusual but that's completely unacceptable! To top things off the Jeep dealership is saying it might take up to 2 weeks to repair my car- which leaves me ******* for two weeks! I have a full-time job, why am I being inconvenienced? My Jeep Grand Cherokee was literally my dream car, I spent a lot of money getting this car-only to end up here. If I could, I would trade this car and not because I don't love it but because this entire ordeal has left me frustrated and incredibly angry. At this point I don't trust that they can even fix my car! Completely ridiculous and unacceptable. Do like the others have said and run!
Business Response
Date: 02/14/2023
Better Business Bureau of ******* & *************************************** *****************., Ste. 100
**********, ** 48076-4163
Mrs. ******************************;
Fax: ************
BBB Case No: 19334562
Our File: ********

Dear ***************************************:
Thank you for forwarding the complaint from *************************** regarding the ***********************************************************************. according to our current records, the case ******** has been sent to a case manager for back ordered parts. I also show that the vehicle was repaired and picked up on 02/08/2023 by the customer. ********************** has reviewed the repair history for the customer also and will continue to honor any future repairs necessary per terms of ****************** warranty.

Thank you,
**********;
Stellantis Customer Support
Initial Complaint
Date:02/02/2023
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.
My problem started in November of 2022, I had purchased a brand new ram **** in October of 2022 my truck broke down on me with my kids while I was driving it on *********** somewhere along that time frame.I had it towed to the dealership I purchased it from ***************************. The dealership has giving me about for or 5 dates that the part should have came to recently I was told that they did not know when it was coming.The problem that I have is that we were driving at the time and we could have been on the freeway. The other is how can you sale a vehicle and not have parts to fix if these kind of things happen. I have made 3 car payments for a truck that i don't have and the type of vehicle that the dealership has been renting for me does'nt compare to the truck I have. I have lost money for work because a truck was needed.
Business Response
Date: 02/14/2023
Better Business Bureau of ******* & *************************************** *****************., Ste. 100
**********, ** 48076-4163
Mrs. ******************************;
Fax: ************
BBB Case No: 18971241
Our File: ********

Dear ***************************************:
Thank you for forwarding the complaint from *************************** regarding the 2022 Ram 1500 Bighorn/Longhorn, VIN *****************. according to our current records, the case ******** has been sent to a case manager for back ordered parts. Stellantis and our case manager are working on getting the part as soon as possible for the customer.
********************** has reviewed the repair history for the customer also and will continue to honor any future repairs necessary per terms of ****************** warranty.

Thank you,
**********;
Stellantis Customer Support
Customer Answer
Date: 02/16/2023
[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:01/31/2023
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 have been waiting on a warrant repair on my 2020 Ram **** since October of 2022. I have been given several dates since then of when the parts will be received by my dealer from ********* and each time I contact them on the date they provided, it gets pushed back even further. There seems to be no end in sight. The warranty repair is regarding my power running boards. They require a new motor and two pins for said repair. This has gone on far too long and I need a response.
Business Response
Date: 02/27/2023
Better Business Bureau of ******* & *************************************** *****************., Ste. 100
**********, ** 48076-4163
Mrs. ******************************;
Fax: ************
BBB Case No: 18958609
Our File: 85582365
Dear ***************************************:
Thank you for forwarding the complaint from **************************;for the 2020 RAM **** LARAMIE CREW CAB 4X4 VIN *****************. according to our current records, the customer has this case which has been escalated to a case manager that is working on getting the back ordered part as soon as possible for the customer. I will update the case to have the case manager reach out to the customer.
There is also one open recall which the dealership can complete.

Stellantis will still honor the warranty, extended warranty and any recalls that come up with the vehicle.
Thank you,
Randy
Stellantis Customer Support
Initial Complaint
Date:01/26/2023
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 have a MOPAR vehicle protection plan. My engine blew a rod on 12/6. I attempted to take the vehicle to and FCA authorized dealer, ******* DODGE JEEP RAM of *********, as stated on my contract. I even called in and ***** stated that I could bring it to an FCA dealer. The vehicle was refused by the dealer even though it states on my contract to bring it there. The tow provider then brought the vehicle to ******************** when I stated I wanted my vehicle worked on by *****************************. I was left without a rental vehicle until right before the Christmas holiday. I had to return the car on the 23rd, leaving me stranded in ********** with no way to get back home to *********.Nobody has called me or made me aware of whats going on with the car. I spoke with ******************** and they stated that I was supposed to receive a call from MOPAR as to what my options were going forward. I have received zero contact.I am being told by ******* that there are no replacement engines available and that everything is on back order. I was told a ****** mile used engine was selected to be replaced in my vehicle to which I did not agree. I should be getting a zero mile engine that I can drive without concern of a scenario like this leaving me stranded without a vehicle. Instead MOPAR is not contacting me and not refunding me any out of pocket rental costs. MOPAR is difficult to reach and has run me around with statements such as they cannot find me in the system or their system is constantly down or they transfer me to the wrong area.I have wasted a huge amount of my time only to be treated with terrible service and no idea when my vehicle or if it will even be repaired.
Business Response
Date: 01/27/2023
customer will need to contact:

Call **. ************** (****)
Customer Answer
Date: 01/30/2023
[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:

MOPAR IS NOT SOLVING MY ISSUE STOP RUNNING ME AROUND

Regards,

*****************
Business Response
Date: 02/14/2023
Better Business Bureau of ******* & *************************************** *****************., Ste. 100
**********, ** 48076-4163
Mrs. ******************************;
Fax: ************
BBB Case No: 18904759
Our File:

Dear ***************************************:
Thank you for forwarding the complaint from *****************. regarding the complaint that was filed according to our current records, without any information on the customers vehicle it will be hard for me to see what I can do to assist the customer to have this resolved. I will need the customers VIN, full address, phone and email to try to find the vehicle. I looked up just by the name in ******** and none of the vehicles provided me with any information.

Thank you,
**********;
Stellantis Customer Support
Initial Complaint
Date:12/12/2022
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 2016 Ram **** has been at the dealership for 2 months now for a defective transmission that is covered under ******** Warranty for replacement. The issue is that today I received a call from the dealership stating that I would need to turn in my rental that they have been paying for since ******** only paid for 5 days, and that they were informed by Chrysler that there are 393 customers waiting for a transmission with there vehicle down and there are **** on back order. They have no idea when they can provide a transmission. I did not buy a Ram to not have use of it. From everything I have read on the internet this is an inherent problem with ***. I consider this vehicle a lemon. Also, FCA won't even offer this ******** Lifetime plan anymore due to too many claims. This vehicle has less than 90k miles.
Business Response
Date: 12/20/2022
December 19, 2022

Better Business Bureau of ******* & Eastern ********

26777 *********************************************

**********, ** 48076-4163

Ms. ***************************

Fax: ************

BBB Case No.: 18563615

Our File No.: 84906652

Dear **************:

Thank you for forwarding the complaint from *********************** concerning his 2016 Ram **** Vehicle.

Customer sent a ******************** Letter to FCA requesting replacement of his 2016 Ram **** Vehicle since it is waiting for a Transmission to complete repairs. The Transmission is currently on backorder. FCA Parts Expediting Team is working to get the Transmission as soon as possible. FCA recommends the Customer work with his local Dealer to resolve the Complaint. The Parts and ****************** can provide any updates on the Parts' arrival and when repairs can be done. FCA declined any replacement or Buyback of the Vehicle as requested. The Owner was advised.

Thank you for writing and allowing us the opportunity to review the customers concern.

Sincerely,
Initial Complaint
Date:12/09/2022
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 dropped my truck off at the dealership on June 1st because it was shifting hard. Truck had about ****** miles on it. Trans was rebuilt once in the past at about ****** miles. ********** informed me that there was a problem with the trans again and would need to be rebuilt. They said it would be a couple weeks before they could start because they were waiting on parts from Ram. Parts came in and I picked my truck up in the beginning of July. I had my truck for 1 day and the trans started to act up again. Took it back the the dealership that same day. ******** test drove it immediately and said something is definitely wrong and the trans would have to be taken apart again but they would have to order in more parts from Ram. At this point I contacted Ram customer care and they gave me a case number ********. ********* was my case manager but was then charged to ********* later on. Second round of parts came in and installed. Mechanic test drove and was still not running correctly. At this point the truck was not drivable without having problems within the first 5 to 10 minutes of driving. *** finally agreed to put a brand new trans in. I was told it would be to the dealer in August. Didnt receive until the middle of November and truck was completed on November 29th. From July to December I have been talking to ********* from Ram. I asked him for payment reimbursement for the 6 months that I didnt have my truck. He said that could be something that we can look into. Also during that time I had to cancel camping trips and borrow trucks to do tasks around my house. And pay for auto insurance on a vehicle I didnt have for 6 months. Monthly truck payment was $717. *** will only reimburse me 2 out of the 6 months. I feel that they should reimburse me all 6 months do to inconvenience and with so many failed attempts to fix the truck properly. Also a loaner truck was not an option due to my truck being a heavy duty truck. They dont loan out heavy duty **** trucks.
Business Response
Date: 12/20/2022
December 16, 2022

Better Business Bureau of ******* & Eastern ********

26777 *********************************************

**********, ** 48076-4163

Ms. ***************************

Fax: ************

BBB Case No.: 18549190

Our File No.: 84879579

Dear **************:

Thank you for forwarding the complaint from ******************************* concerning his 2017 Ram **** Vehicle.

Customer sent a ******************** Letter to FCA requesting a refund of 6 Car Payments due to Transmission Repair Delays on his 2017 Ram **** Vehicle. FCA agreed to reimburse 2 Payments as goodwill for the Transmission Concerns. The Vehicle has since been repaired and the reimbursement for 2 Payments is being processed. FCA Declined any further goodwill reimbursement for Car Payments as requested. The Customer was advised.

Thank you for writing and allowing us the opportunity to review the customers concern.

Sincerely,

****
Customer Answer
Date: 12/20/2022
[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:]
Its unexceptional that RAM had my truck for 6 months as they tried to fix it and failed to do so. Resulting in them put a new trans in. During the 6 months I had to pay auto insurance on a truck that just sat in a dealership parking lot that was in drivable. I also had to cancel family vacations because I didnt have a truck that could tow my camper. So only willing to reimburse me 2 out of the 6 months is an insult for all of the headaches and inconvenience they have caused me and my family.
Regards,

*******************************
Initial Complaint
Date:12/08/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have an extended lifetime warranty on my vehicle. The warranty specifically states that ball joints are covered. I took my car to the dealer and they said that the ball joints were bad and it is covered under my warranty. They indicated they are so bad that the car was dangerous to drive (the dealer said this and they are correct). They contacted Chrysler corporation and Chrysler corporation (not the dealer) refused the claim saying it was normal wear for an old car.
Business Response
Date: 12/20/2022
December 16, 2022

Better Business Bureau of ******* & Eastern ********

26777 *********************************************

**********, ** 48076-4163

Ms. ***************************

Fax: ************

BBB Case No.: 18544120

Our File No.: 84879619

Dear **************:

Thank you for forwarding the complaint from *********************************** concerning his 2007 Dodge Durango Vehicle.

Customer sent a ******************** Letter to FCA requesting reimbursement for Ball Joint Repairs totaling $600 paid for on his 2007 Dodge Durango that should have been covered under his MVP Contract. FCA contacted the Customer on 12/16/22 and agreed to reimburse the Repairs as goodwill with Dealer paid receipt. A reimbursement check will be sent to the address provided when receipts are Emailed to FCA. The Customer was advised.

Thank you for writing and allowing us the opportunity to review the customers concern.

Sincerely,

****
Initial Complaint
Date:12/01/2022
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 ordered a new 2022 Ram truck **** mega cab on 22Feb2022. The build date of the truck was 27Jul2022. It has been sitting in ********, ****** at the *** plant since the build date. Still waiting on the truck to ship to my dealership in *********************. I have been waiting now for 127 days since the build date. I have contacted *** chat several times. They cannot give me any information about the truck. I cannot get any information about this delay.
Business Response
Date: 12/09/2022
12/07/2022

Better Business Bureau of ******* & Eastern ********

26777 *********************************************

**********, ** 48076-4163

Ms. ***************************

Fax: ************

BBB Case No: 18511013

Our File. Case: 84833737

Dear **************:

Thank you for forwarding the complaint from *********************** regarding his Ram Truck vehicle order sale. RAM does not have any ability to forecast traffic or sales order data. The Customer should discuss matters with the general MANAGER OF THE DEALER FRANCHISE where this sales order is placed. The dealership sales office is the best source for any sales order information.

We apologize for any delay in this interim review process.

Please advise that you have taken receipt of this email reply.

Sincerely,

******

Stellantis / FCA US LLC Customer Support
Initial Complaint
Date:11/29/2022
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.
*************************** Reference number: ********.Re: Jeep Service October 3, 2022 I brought my 2018 Jeep Compass to the Jeep ************** service department because my check engine light illuminated. During my visit I spoke with service advisor, ********************************* and he advised me that my car was covered under warranty for up to ****** or 9 mos. My car has ****** miles at the time of visit. Well under the ****** miles and my car was purchased August 22, 2022, which was within the 9-month time frame. ****************** checked the database and confirmed that my car was still under warranty, he also informed me that there was a recall order on my vehicle and the repairs would be covered under warranty.****************** also informed me that my car would be held of **** days for repairs, and he would contact me if there were any further issues with the vehicle. I asked ****************** while my car was being serviced if the dealership offered a loaner vehicle. ****************** informed me that the dealership does not offer loaner vehicles, but because my car was covered under warranty, I could call the Mopar/Jeep customer service for a rental vehicle while my car was being serviced.I returned home and called the number provided to me **************, explained to the representative (unfortunately I did not get her name), that I took my car to the Jeep service department and inquired about what steps I need to take to secure a rental while my car was under service. The representative explained that I would need to pay for the rental, and I would get reimbursed within 60 days from the submission of my receipts. I asked the representative if there was a rental reimbursement maximum limit and the representative explained to me that the rental amount could not exceed up to $40 a day. Following the information provided to me from the Jeep service department and the Jeep customer service representative that I would be reimbursed I proceeded to secure the rental.October 12, 2022 I arrived at the Jeep dealership, reviewed, and signed the completed service invoice, as attached in the email, and returned home. I called the Jeep/Mopar customer service department to inquire how I should go about submitting my receipts. I called twice and I received an automated message to submit my information via the *** website. I received an email from US ******** care representative, ******, requesting the following information and sharing a case number:1) A copy of the Repair Order from the dealer. 2) The necessary proof of payment. Documents acceptable as proof of payment are as follows: Repair order (stamped) Credit card receipt Credit card or bank statement Cancelled check (both sides) Cash register receipt (if paid cash)Your case number is ********. Should you have any more questions or concerns, please don't hesitate to make contact and we would be more than willing to assist you. Thank you for your patience and cooperation!October 13, 2022 I responded to ****** with a screenshot of my credit card statement evidencing payment of the rental for $397.63. ****** responded with a request of the actual copy of my rental invoice and repair order, and I provided ****** with a copy of the above referenced documentation. I later received an email my claim was denied for the reasons listed below:The vehicle is outside of its warranties and does not currently have any active Service Contracts It did not meet the criteria under one-time financial courtesy I replied to ****** via email requesting an appeal, reconsideration of my claim and process of my reimbursement. No one from the Jeep corporation informed me of the potential of my claim being denied, while my car was being serviced and no one informed me that my claim would be denied because I did not have an extended service contract or because the warranty did not cover rentals, until after I submitted my claim.October 13, 2022 I contacted the Jeep customer service number again and was able to get in contact with a customer service representative. I explained my circumstances to the representative and the representative explained to my claim was denied, the claim could not be reopened and there wasnt a supervisor available that I could speak to. I asked the representative that if not a supervisor was not available if could speak to someone above the representative to discuss my claim. The representative placed me on hold and the call was disconnected.October 18, 2022 I received a call from ******, my understanding is that she is a supervisor with Jeep. ****** explained to me because I did not have an extended service contract and the warranty did not cover a rental that my reimbursement claim could not be approved. I thanked ****** for the call and explained to her that I was informed by several parties from the Jeep organization that I would receive reimbursement for the rental. I was informed by a Jeep service advisor and Jeep customer service representative, that I needed to submit my rental receipt and repair order and I would be reimbursed. I feel misled and disappointed in this whole process, and I would like the matter resolved as explained to me by several parties within the Jeep organization. No one from the Jeep corporation informed me of the potential of my claim being denied, while my car was being serviced and no one informed me that my claim would be denied because I did not have an extended service contract or because the warranty did not cover rentals, until after I submitted my claim. Therefore, I am requesting the Jeep corporation to kindly process my claim and honor my reimbursement request for $397.63.
Business Response
Date: 12/09/2022
12/07/2022

Better Business Bureau of ******* & Eastern ********

26777 *********************************************

**********, ** 48076-4163

Ms. ***************************

Fax: ************

BBB Case No: 18478716

Our File. Case: 84833537

Dear **************:

Thank you for forwarding the complaint from Customer *************************** regarding their ********************** Compass rental bill. A $397.63 Check was sent to the customers home address today for this Goodwill rental refund. Customer is satisfied. No further action is required.
Customer Answer
Date: 12/11/2022
[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,
***************************

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