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

1,573 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:09/20/2022
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.
I brought my vehicle into the ************************* Dodge dealership at *********************************************** to have a problem with the anti-lock brakes repaired under a ***** recall for the problem which I was having. After verifying with Stellantis that the repair of two components of the brake system were indeed covered under the recall, the dealership ran diagnostics on the brake system which showed the parts in question had failed. First they claimed that the parts were unavailable, after I provided them internet links to where the parts could be obtained they balked at using one of the parts because it is an aftermarket part. At some point after that they agreed to do the repair, but only if I purchased an additional part from them at a cost approaching $600.00. I provided them reasoning from the brake repair manual that I believe shows the part they want me to purchase *** no be defective at all and asked them to repair the parts that they are obligated to replace under the recall notice. The dealership has stated that the issue is between myself and Stellantis and have done nothing since then to move the repair along. I have made numerous calls to Stellantis and was told that a representative would call me back, however they are not returning my calls and I have been unable to make contact with anyone except the customer service representative that takes the message. My vehicle has been at the dealership now since the 1st of April, more than 5 months. Stellantis has stonewalled me on getting the vehicle repaired. They are attempting to change the terms of the recall and their responsibility in the matter which they have no legal basis to do. The ***** campaign number for which the repair is covered is 96V099000. The *** number of the vehicle is *****************. I have further documentation as to the emails that have gone back and forth and a log of the phone calls. I can send if you like. The phone # to Stellantis customer assistance is **************.
Business Response
Date: 09/28/2022
September 27, 2022

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

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

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

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

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

BBB Case No.: 18055038

Our File No.: 84165586

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

Thank you for forwarding the complaint from *********************** concerning his **** Dodge Grand Caravan Vehicle.

Customer sent a ******************** Letter to FCA requesting reimbursement for the *** Brake Recall repairs pad for on his **** Dodge Grand Caravan Vehicle. FCA agreed to reimburse the Recall repair cost as goodwill with Dealer paid receipt. The Customer was contacted on 9/27/22 and advised of the goodwill offer. A reimbursement check will be mailed to the address provided when the receipt is received. The owner was advised.

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

Sincerely,

****
Customer Answer
Date: 09/28/2022
[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,
***********************
Initial Complaint
Date:09/20/2022
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I was having routine maintenance done on my 2011 Jeep Compass and the mechanic found that the subframe was rotted out. This is apparently a common problem with several Chrysler vehicles and the manufacturer is aware of the issue. I called Chrysler to see about having them repair the subframe since this is common, especially in states that are close to the salt air, and they will not replace the subframe despite it being a safety hazard if I continue to drive it. Other vehicle owners have had it replaced at no cost so I guess they just pick and choose which vehicles will be repaired at no cost. The representative I spoke to, ****, was not friendly or understanding at all and would not transfer me to a supervisor that could possibly help me. She said there was nobody above her. I feel that the Chrysler Corporation should be responsible for the replacement of this part. Ive already had to replace the transmission on this vehicle when it had under ******* miles and I dont think they should allow those who purchase their vehicles to drive around knowing the risks theyre putting not only the driver but possibly others in letting them drive an unsafe vehicle.
Customer Answer
Date: 09/22/2022
The vin# for my vehicle that I am having issues with is *****************
Please let me know if you need any further information.
Thank you,

***************************
Business Response
Date: 10/12/2022
September 29, 2022

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

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

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

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

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

BBB Case No.: 18051704

Our File No.: 84213131

Dear **************: Thank you for forwarding the complaint from *************************** concerning her 2011 Jeep Compass Vehicle.

Customer sent a ******************** Letter to FCA requesting replacement of the rusted subframe on her 2011 Jeep Compass Vehicle be covered under Warranty. *** 3/36 Warranty is expired by time and miles. *** Warranty expired on 7/20/2014. FCA declined any goodwill assistance on the repairs. Any repairs at this time would be Customer Pay. *** Owner was advised.

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

Sincerely,

****
Initial Complaint
Date:09/20/2022
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.
PURCHASED 2022 GRAND ***************** NOVEMBER OF 2021 AND ITS BEEN BACK TO THE DEALER SHIP OVER 9 TIMES FOR THE SAME CONCERN THE SERVICE WRITER IS TELLING ME THAT THERE IS FIX FOR THE CONCERN BECAUSE THEY ARE WAITING ON CHRYSLER ENGINEERS TO SOLVE THE ISSUES AND THE DONT KNOW WHAT TO DO
Customer Answer
Date: 09/21/2022
Vin # *****************
Business Response
Date: 09/28/2022
09/28/2022

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

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

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

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

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

BBB Case No: # ********

Our File No: 84210046

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

Thank you for forwarding the complaint from Customer JAWAD SALAYTAH, regarding the 2022 Jeep Grand Wagoneer. Our records indicate that the customer has filed a lemon law inquiry. A compensation package is being discussed; it will require that the customer follow up with their Customer Relations Manager ******* at (open Lemon Law inquiry is Case# ********):

************************
Sincerely,
*************************

Stellantis / Jeep / FCA US LLC Customer Support
Customer Answer
Date: 10/03/2022
[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:

i feel like they are giving me the run around because the service manger (jammy) at suburban Chrysler & jeep advised me that they could not figure out and fix the concern with the alignment and the radio and advised staleness to replace the vehicle after 13 times in for service for the same safety concern. i been dealing with these issues since December of 2021.

Regards,

Jawad Salaytah
Initial Complaint
Date:09/19/2022
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I drive a 2015 Jeep Cherokee Trail hawk that I purchased about 18 months ago through Carvana. About 4 months ago, I discovered that the Uconnect system that my vehicle came equipped with was compromised "hacked" and had a virus that was subsequently being installed on every cell phone or device that comes in contact with my vehicle. The vehicle was displaying an SRT screen when turned on, the Bluetooth cannot be turned off, the apps and radio functions stopped working properly, the wifi (which I do not subscribe to) was receiving signal. The way the car handles (accelerates, brakes, parking brake settings, etc) was very sporadic, and the Uconnect store, menu, etc would not load. At this point (4 months later) I have made several calls to Uconnect, have spent thousands of dollars replacing devices and taking my Jeep in to multiple dealerships to have the issue "fixed" only to discover each time that the issue has in fact not been corrected! I am a single mother and use this car as my daily transportation. The car shuts off intermittently while I'm driving! I cannot get rid of the virus which has now gotten on every phone, TV, computer, anything with a Bluetooth connection that I've tried to replace! Upon doing further research, I discovered that this has in fact been an issue in the past, yet when I contact Uconnect, no one has been of any real help! This is a huge safety concern as well as a huge financial loss for me. I NEED HELP getting this unauthorized 3rd party hacker off my car. This has had a tremendous impact on my life, and literally could cost me my life or the life of my children! I need this to be resolved, finally! I will be reaching out for legal consult against Uconnect as well.
Customer Answer
Date: 09/20/2022
The VIN is *****************
Thank you
Business Response
Date: 09/27/2022
09 /27/2022

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

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

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

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

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

BBB Case#********

Our File No: 84209903

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

Thank you for forwarding the complaint from ***************************************** regarding the 2015 Jeep Cherokee TrailHawk.

According to our records, this vehicle has expired from the basic warranty and powertrain warranty on 12/29/2019.

We would strongly encourage the customer to see their local ********************** dealership service center for any repairs requiring immediate attention. However, it should be pointed out any repairs would be a customer pay scenario.

**** Customer has also shared their interest to pursue matters legally, this has been documented for our records. In lieu of this, no further actions will be taken considering legal intent and their expired warranties on this Jeep. Considering the limited warranties and the expiration, it is our regret to point out that no action will be taken in goodwill support.

Sincerely,

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

Stellantis / FCA US LLC Customer Support
Initial Complaint
Date:09/19/2022
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.
Trying to get Lifetime Powertrain Warranty reinstated on my Dodge Ram Truck due to dealership not performing second 5-year inspection when my truck was in Dealership, on the month it was due. Stellantis has requested proof I still own the vehicle.I have emailed these documents many times but am being told they are not receiving them.I have requested several times to speak with my Case Manage, but to this date have not talked to him I have Fax. and Priority Mailed these Documents but they are saying they still have not received them.My case cannot move forward until they get these documents My Case # with Stellantis is ********. Vehicle Vin# ***************** My first contact with Stellantis was 8/17/22 I am being told I will never get to talk to my Case Manager, and the people i have been talking to cannot help me get this resolved.I have all paperwork that has been requested but cannot get anyone to talk to me to get this. I am contacting BBB after approximately 18 phone calls and numerous emails to the **************** number i have been provided with ********** I am very disgusted, and just before getting my Attorney involved in this issue.
Business Response
Date: 10/26/2022
Better Business Bureau of ******* & Eastern ********

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

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

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

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

BBB Case No: #********

Our File No: 84173178

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

Thank you for forwarding the complaint from Customer *************************. Our records indicate that the customer has been in contact with *******, per file number 84173178. We would recommend that the customer call the *************************** at ************** to further address matters regarding the lifetime warranty request.

Please be advised that you have taken receipt of this email reply. Thank you so much.

Sincerely,

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

Stellantis / FCA US LLC Customer Support
Customer Answer
Date: 10/27/2022
[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,
****** ( ****** ) ******
Initial Complaint
Date:09/19/2022
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.
Ram **** truck just went out of factory warranty this year - factory warranty ended at 36k miles and I'm a little over 39k when the truck started having issues that are known issues with this model.I bought an extended warranty to cover mechanical issues, however, 2 issues will not be covered by the extended warranty - the leather on the dash is starting to bubble - this is a known problem with the limited trims the brakes squeal in the morning which is addressed by a TSB The dealership said they cannot extend a goodwill to cover either issue and suggested I contact ********** I called and they said there was nothing they could do for me as it is a 2nd hand vehicle, as if that somehow makes the leather on a 70 thousand dollar truck start bubbling. My truck will be getting an ** repair done by my extended warranty (another known issue that the dealerships had refused to do while the truck was under factory warranty) - but this would be the perfect time for RAM to take care of the leather, as the dash will already be pulled out and easily accessible while the truck is getting the ** fixed. I would also like them to fix the brakes issue.And since they were unwilling to help and forced me to do this complaint to try and resolve my issues, I would ask that they replace my key fob that is delaminated while we're doing everything else.
Customer Answer
Date: 09/20/2022
2019 RAM **** - vin : *****************
Approximate currently mileage - 39,700

Ram Care representative that refused to help and refused to let me speak with a supervisor on 9/15/22 : ****

Business Response
Date: 09/28/2022
09/27/2022

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

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

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

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

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

BBB Case#********

Our File No: 84209731

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

Thank you for forwarding the complaint from *********************, regarding his 2019 RAM ****. It should be noted that the Customer Basic Factory (3 years or ****** miles has expired) is no longer active as the customer went over the mileage.

Customer requested support on the dash panel and the rear back glass near slider repairs, both repairs were approved parts and labor based on the lower mileage as a Goodwill gesture from RAM Customer Care.

No further Goodwill assistance will be provided. Advisor ************************* at the servicing dealership was contacted and provided with a repair authorization on 9/27/2022. The Customer is satisfied with this assistance.

If the customer has any further questions, we encourage them to contact their servicing dealership (****************) to discuss.

Sincerely,

*************************
RAM Customer Support **********************
Customer Answer
Date: 09/29/2022
[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 ********. I really wish it wouldn't have taken this much effort to resolve issues that occur just out of factory warranty that would be considered wear and tear items by the extended warranty.
It would have been nice to have the brake squeal issue and the delaminated key that I mentioned in the original complaint taken care of, but I will take care of those myself as they are smaller issues.

Regards,
*********************
Initial Complaint
Date:09/17/2022
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.
I dropped my car off at the dealer in ******** ** on September 6 **************************************************************************************** line at the dealer and they didnt get to look at it until 2 days later on the 2rd day Thursday the 8th they called and said it was the hybrid coolant pump and then I received a rental car on Thursday September 8th they said I can use it for 4 days and if they need more time they can as Chrysler for more time. The dealership is closed on Monday so my 4 days expired and I began to pay out of my pocket for the rental van. They repaired the pump on the 15th I picked up the car and before I left I noticed the check engine light was on, they cleared it and said if it came back to bring it back, it promptly came back a few minutes later so I turned around and dropped it back off. Now I got a call today 9/17 saying it is the controller for the pump and they need to order the part and they pretty much said the rental is on me unless I contact Chrysler. I did that a few days ago on ******** they asked for proof of ownership which I sent my insurance card and a print out from AZdmv and they never responded. I need my car for transportation of me and my family so I request they reimburse me for the rental and fuel since it is not a plug in hybrid like my car where I never use fuel. $40 a day for the rental and $10 a day for petrol.
Customer Answer
Date: 09/19/2022
*****************
Business Response
Date: 10/12/2022
October 6, 2022

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

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

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

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

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

BBB Case No.: 18040700

Our File No.: 84288399

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

Thank you for forwarding the complaint from *********************** concerning his 2018 Chrysler Pacifica Hybrid Vehicle.

Customer sent a ******************** Letter to FCA requesting reimbursement for rental charges paid when his 2018 Chrysler Pacifica Vehicle was in the shop waiting on parts to complete repairs. The Customer was contacted on 10/6/22 FCA agreed to reimburse the rental costs as goodwill when paid receipts are provided. A reimbursement check for the rental will be mailed to the address provided to resolve the Complaint. The Owner was advised.

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

Sincerely,

****
Customer Answer
Date: 10/13/2022
[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,
***********************
Initial Complaint
Date:09/16/2022
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 purchased a 2021 Jeep Grand Cherokee WK2 in Oct of 2021. It has had issues ever since I picked it up. I've taken the car into a local dealership to have its various issues resolved and they refuse to resolve said issues-- usually under the guise of "we were unable to duplicate the problem". Which is simply shorthand for "we don't want to invest time into your vehicle because it's not monetarily worth it for us." I've contacted JeepWave program and have been working with them to try and have the issues resolved. The car has been back and forth between 2 local dealerships multiple times. It has been into and left at dealerships over 6 times since purchase. Having owned the car for almost 12 months I've put less than 5k miles on it, due to its issues or it having been at the shop. I did a ride-along in the parking lot with one of the dealerships when I last picked the car up from them (after they "couldn't duplicate") and I demonstrated to the tech the ticking/grinding sound when turning the steering wheel. Then I made another appt and bring the car in again and that same tech says he's unable to duplicate the issue-- like he never heard it when I originally test-drove with him. I took it to another dealership and did a test drive with them and I showed the issues. But with this dealership they just parked the car and ignored it for 2 weeks. I called 2 times in that time to follow up. I ended up having to pick it up after nothing was done to it. Frustrated and irate.The issues:*Ticking/grinding sound from steering column when turning.*Bad transmission tuning/bad trans: car shifts harshly in lower gears, holds high gears and revs when it should downshift (does this sometimes when parked and often when decelerating).*Suspension/tires: car "manufactures" bumps over perfectly smooth road-- super jittery ride.*When the dealership (********** CJD) adjusted the sticking rear door they created wind noise from B-pillar and tapping noise in door when turning.
Customer Answer
Date: 10/12/2022
*****************
Business Response
Date: 11/08/2022
11/2/2022

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

Ms. ***************************
Fax: ************
BBB Case No: #********
Our File No: 84521047

Dear **************:
Thank you for forwarding the complaint from Customer: *************************** regarding their *********************** GRAND CHEROKEE LAREDO 4X4. According to our records, the product concerns that the customer outlined were not easily duplicated by the Jeep dealer service center. In order for warranty repairs to take place the condition must be clear and present for a repair action to take place.
In addition, it appears that the customer has decided to resolve and pursue matters through litigation and legal means (Re: File #********). If customer would like they may contact the *** STELLANTIS REACQUISITION TEAM at ************ for updates.

Sincerely,
*************************
Stellantis / FCA US LLC Customer Support
Initial Complaint
Date:09/13/2022
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 was in a car accident on 09 March, in a 2021 Jeep Grand Cherokee-L. It took a while before the collision place could look at the car. By the first week of April there was a quote provided with no lead time on parts. OEM parts are the only parts available since it is a new car. Parts finally arrived the end of June and work began. Once the work began it was determined that even more parts were needed and the *** was the end of August. Now even more parts are needed with no *** on some and unable to locate others. While all of this is going on, I am contacting Jeep customer care for assistance, to no avail. I contacted them in June and again in August. They have spent the last month trying to track down my order with the Jeep dealership I purchased the car from (*******) instead of where my car actually is (Virginia).Meanwhile, I am on the hook for my car note, insurance that has increased $50/month, and a rental car since Progressive only paid for 30 days.
Customer Answer
Date: 09/14/2022
VIN - *****************
Business Response
Date: 09/27/2022
09 /19/2022 Better Business Bureau of ******* & Eastern ******** ***************************************************************************************** Ms. *************************** Fax: ************

BBB Case No: #******** Our File No: 84120027

Dear **************: Thank you for forwarding the complaint from Customer ********************* regarding the physical damages to the 2021 JEEP GRAND CHEROKEE L OVERLAND 4X4. We contacted the customers Jeep Dealership (Ourisman in Clarksville) today in hopes of helping get the parts filled that the customer needs for the repairs. We spoke with ***** the Parts Manager, FCA has sent out a request to expedite two MOPAR part numbers, it is our interest to fill those orders and get those two parts shipped for repairs as soon as possible. Stellantis does not support rental assistance because this is not a mfg. defect. *** Rental coverage should be discussed with the customers insurance carrier as this was an accident claim. Although the repairs are being performed independent of the dealer (Caliber Collision) once the parts arrive this Independent Garage will be notified and informed of the shipment. If the customer has any further questions, they may contact the customer assistance center regarding their parts support file number Case # ******** at **************

Thank you so much. Sincerely, ************************* Stellantis / FCA US LLC Customer Support
Initial Complaint
Date:09/12/2022
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.
I purchased my 2014 Dodge Durango in July 2019 with an extended warranty. I had my first electrical issue less than six months later, when it suddenly died on the freeway. I was traveling 70 MPH in the far left lane when it died at 5:00 am, still dark outside, and I barely made it to the emergency lane on the right side. Since then my car has been in the shop three other times for electrical issues. My warranty expired in July 2022, on August 3rd 2022 while on vacation at Lake Tahoe it failed to respond to the key fob. I used the emergency key to enter the car which triggered the anti-theft. After speaking to a locksmith and several local shops it was determined I had to have it towed to a dealership in *********** ******. The dealership could not get to it for four days, causing us to arrange for alternate transportation home to *********. Once they determined the issue was once again an electrical component, the very same component that was repaired less than a year prior by a dealership in ********* they said the part is on back order. After much run around we finally filed with the Chrysler Corporation, we were assigned a case manager who has yet to return a phone call. We have called at least ten times and receive an email as a response. No word on when the part will come, no help on rental reimbursement and although our car qualifies for lemon law buyback the case manger says it doesn't. She claims our car is too far out of warranty (less than a week when it broke down this last time). Our vehicle has been in the shop for over ********************************************************** less than 3 years. Now we will have to fly out to retrieve it at our expense, if it ever gets fixed. Never have I ever dealt with a less professional company. How can a company deny that a vehicle is a lemon when it checks all the boxes??
Customer Answer
Date: 09/12/2022
Hello ********,
The VIN number for my 2014 Dodge Durango is *****************. Thank you for your time regarding this matter.

***************************
Business Response
Date: 09/23/2022
September 21, 2022

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

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

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

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

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

BBB Case No.: 18013263

Our File No.: 84120459

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

Thank you for forwarding the complaint from *************************** concerning her 2014 Dodge Durango Vehicle.

Customer sent a ******************** Letter to FCA requesting a refund or replacement of her 2014 Dodge Durango due to ongoing electrical issues. Parts to repair the vehicle are currently on Backorder. FCA contacted the Parts Expediting Team, and they are working to get the parts as soon as possible. FCA will repair the Vehicle under the term of the factory Warranty provided when Parts arrive. FCA declined any refund or replacement of the Vehicle as requested.

Sincerely,

****
Customer Answer
Date: 09/23/2022
[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:

After hearing nothing from Chrysler corporation for two weeks in a row I formally requested an arbitrator and will be moving forward with my complaint. Chrysler has done absolutely nothing to help me in my situation without a vehicle. The repairs are covered under warranty and as such, at the very least Chrysler should provide a rental for the time i am without my vehicle. Chrysler has no idea when parts will be available and no idea when my vehicle will be returned to me, this seems unacceptable to me. No answers and no help, again the most unprofessional company I have ever dealt with.

Regards,

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

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