Business Profile

Auto Manufacturers

Stellantis

Headquarters

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Complaints

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

Customer Complaints Summary

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

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:09/06/2022
Type:Service or Repair Issues
Status:
UnansweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On August 29, 2022, I contacted Dodge ************* and spoke with ********* about the defective paint on the top of my vehicle and the fading racing stripes on the hood. She claimed that she will respond by via email. I went to ************ in *******, ********, where the service representative, ****, took photographs of the top and the racing stripes on the hood and indicated that Dodge is aware of the defective paint. On August 30, 2022, I contacted ********* and informed her that photographs had been taken; she said she would provide me with the email connection to transfer the images. I did not receive the email and left a message for ********* at Dodge ************* on September 2, 2022. I want to know what Dodge will do regarding the bad paint on my truck, but ********* has not responded. Despite the fading of the racing stripes and the damaged paint on the top of the truck, the truck is in excellent condition. As of today, I havent heard anything from Dodge *************. I have been a ********************** VIP for a long time and am disappointed in the way this has been handled. I have not heard from ********* yet! Vehicle Info: 2017 Dodge Ram **** Truck, vin number: *****************
Initial Complaint
Date:09/06/2022
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.
About 2 months ago my husband and I went to *********************** Jeep Dealership to talk to them about an issue we were having with our 2015 Jeep Cherokee Trailhawk. In the conversation with the young sales representative, who talked to his floor manager basically stated its not our problem. We reached out to the Jeep *************** explained the situation and found out it was a recall R37 spline gear - this is something they are responsible for. Now, lets come to today. We decided to give ******* brothers another shot with the Jeep and another trade in vehicle to purchase one of theirs. We are now Being told that they can only appraise the 2015 Jeep with its broken transmission at an extreme cost difference with an appraisal As if the vehicle was less than operational, when it was clearly stated by a factory representative at Jeep that the description of this failure is exactly this recall. Its sad that a new car dealership has no will to work for the product they produce or choose to stand buy it. This will be the last time a Jeep, Chrysler, or a Dodge is considered. Today 9/6/22 we are told that this recall did not cause the fail in the transmission and are expected to pay $9000 for a fix! How is this a reasonable answer when clearly the corporate office stated that this EXACT recall is what could cause the transmission to fail. Jeep- I am highly disappointed in your customer service and you clearly don't want to have a long time customer!
Customer Answer
Date: 09/09/2022
Please see the attachment
Customer Answer
Date: 09/12/2022
The Vin Number to the Jeep is: *****************

Please let me know if you need anything else.

Thank you
Business Response
Date: 09/23/2022
September 21, 2022

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

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

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

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

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

BBB Case No.: 17922928

Our File No.: 84120424

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

Thank you for forwarding the complaint from ************************* concerning his 2015 Jeep Cherokee Vehicle.

Customer sent a ******************** Letter to FCA requesting the Transmission be replaced on his 2015 Jeep Cherokee Vehicle. or a Buyback be provided. The local FCA Dealer inspected the Vehicle and determined the Transmission failure was not due to any Recalls on the Vehicle. The Factory Warranty is expired, by time and miles. FCA declined any goodwill assistance on the Transmission Replacement. FCA also Declined any Buyback or refund of payments on the Vehicle. Any Repairs are Customer pay at this time. The owner was advised.

Sincerely,

****
Initial Complaint
Date:09/04/2022
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.
On 08/29/2022, I tried to call Chrysler ************* numerous times, but could not reach anyone after being stuck in their automated phone tree for nearly an hour.On 08/30/2022, I tried again and had the unfortunate experience of speaking to a representative by the name of *****, who allegedly works in the *************************** I explained to ***** that I believed that one of their dealerships was engaging in illegal and unethical business practices and I was looking for someone in the corporate office who may be able to assist with mediation. Prior to going through all of the details of my complaint, however, I wanted to understand the corporations role in such matters. *****, however, responded robotically and as though she was reading from a script and subsequently said, okay, so I am going to document that you dont want to share any information with me. I was obviously perplexed and because I found her to be extremely passive aggressive and unprofessional, I asked to be transferred to a supervisor. She initially refused but then put me on hold numerous times, only to tell me that a supervisor was unavailable (which I highly doubt). I was promised a call from a supervisor by the end of the next business day, but needless to say, I have not received such a call. I decided to call back again and this time spoke to a representative by the name of ******* (very nice), who informed me that my complaint was assigned to a case manager by the name of ***********************. She agreed to relay my request for a call back to this case manager, but I have not received such a call either. It truly seems as though there is no oversight, regulation, or accountability. What is happening Chrysler?I would like to speak to the highest level of management about my concerns and I would like my calls to be reviewed so that staff could be provided with much needed training and feedback.
Business Response
Date: 09/13/2022
September 12, 2022

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

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

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

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

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

BBB Case No.: 17918628

Our File No.: 84037088

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

Thank you for forwarding the complaint from ********************************* concerning her 2019 **** 500X Vehicle.

Customer sent a ******************** Letter to FCA requesting to file a Dealer Complaint since the Selling Dealer Scratched the Door Jam when doing repairs on the Vehicle. The Dealer has since repaired the Vehicle and FCA offered a MVP Service Contract if the Customer trades the Vehicle in on another FCA brand Vehicle. The local FCA Dealer was contacted and advised of the Complaint. FCA declined any Buyback of the Vehicle as requested by the Customer. If there are any repairs needed FCA will perform under the terms of the Warranty provided. The Owner was advised.

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

Sincerely,

****
Customer Answer
Date: 09/21/2022
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 reject the companys response as the company has not responded to my complaint. Quite frankly, I am unclear as to what their response is, as they have written in acronyms and incomplete sentences. There are also inaccuracies and no mention of the customer service issues addressed in my complaint. Why is **** alleging that the dealership refused to buyback my vehicle? Where is he getting this information?

Since reporting Stellantis to the BBB and other organizations, I spoke to my assigned case worker, ***********************. On September 06, 2022, he told me that he is very busy and so if my concerns are lengthy, he would not have the time to listen. He also denied me access to a supervisor, and said he would call me back the following day, though I expressed the urgency of my call, and explained that I had not received a call from a supervisor in the week prior as promised either.

According to ****** Stellantis is unable to assist with addressing the portion of my complaint related to the fraudulent business practices in the dealerships sales departments, and he has rather directed me to Chrysler Corporate, though his colleague, *****, had previously led me to believe that I had been speaking to Chrysler Corporate the entire time. I have since written to Chrysler Corporate as instructed, and am awaiting a response.

****** however, has refused to keep my complaint open until we receive a response from Chrysler Corporate directly, has told me that my concerns are not that important, and has said that his supervisor, ****, does not believe that my concerns warrant a call from a supervisor.

My understanding is that calls are recorded and yet there appears to be no oversight and accountability. Clearly, the negligence of the supervisors set a precedence for the behaviors of the staff. I am appalled by their narcissism and egocentrism.

I demand a thorough investigation and a call from the highest level of management. I also demand that my case be reopened until resolution is found.

Regards,

*********************************
Business Response
Date: 09/28/2022
September 27, 2022

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

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

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

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

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

BBB Case No.: 17918628

Our File No.: 84165551

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

Thank you for forwarding the complaint from ****** Asatourian concerning her 2019 **** 500X Vehicle.

Customer sent a ******************** Letter to FCA requesting to file a Dealer Complaint since the Selling Dealer Scratched the Door Jam when doing repairs on the Vehicle. The Dealer has since repaired the Vehicle and FCA offered a MVP Service Contract if the Customer trades the Vehicle in on another FCA brand Vehicle. The local FCA Dealer was contacted and advised of the Complaint. If there are any repairs needed FCA will perform under the terms of the Warranty provided. The Owner was advised.

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

Sincerely,

Mike
Customer Answer
Date: 10/07/2022
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 company has seemingly cut and paste their initial response and they have failed to respond to any of my questions or concerns including those surrounding their lack of customer service and my request for escalation.

Furthermore, as previously stated, I was advised that my case had been closed, despite my requests otherwise, and yet I am being told that I have been offered an MVP Service Contract.

My questions remain as follows:

-Will the issues surrounding customer service, or lack thereof, be investigated?

-Why have I been denied access to a supervisor, despite my numerous requests?

-Has my case been closed? And if so, why was it not kept open, to allow Chrysler corporate an opportunity to respond?

-What is an MVP Service Contract? How long will it be valid? And how will it be issued to me?

Regards,

*********************************
Business Response
Date: 11/18/2022
November 17, 2022

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

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

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

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

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

BBB Case No.: 17918628

Our File No.: 84656571

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

Thank you for forwarding the complaint from ********************************* concerning her 2019 **** 500XVehicle.

Customer sent a ******************** Letter to FCA requesting to file a Dealer Complaint since the Selling Dealer Scratched the Door Jam when doing repairs on her 2019 **** 500X Vehicle. The Dealer has since repaired the Vehicle and FCA offered a 7Year/100,000 Mile MVP Service Contract if the Customer trades the Vehicle in on another FCA brand Vehicle. The Contract would be added to the Vehicle when hers is traded in. The local FCA Dealer was contacted and advised of the Complaint. FCA will investigate the **************** Complaint to try and resolve. FCA declined any Buyback of the Vehicle as requested by the Customer. If there are any repairs needed FCA will perform under the terms of the Warranty provided. The Owner was advised.

Sincerely,

****

Business Response
Date: 05/02/2023
According to case ******** a case manager assisted the customer and a supervisor added an AUTO APPEARANCE CARE which was placed on the vehicle on January 31, 2023 and will expire on January 30, ****. Complaint was handled by a supervisor and a case manager.
Initial Complaint
Date:09/01/2022
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.
My issue is, we paid over $3000 for an extended warranty on our 2019 dodge ram and can't seem to get the vehicle looked at even when making appointments at two different dealerships. My husband has taken off work twice to do this. The first appointment was on 8/8/2022 and the second one was today 9/1/2022. The customer service department made the second appointment knowing we needed a loaner vehicle being that this is our only vehicle and the truck needing to be left for 3 to 5 days. Plus this is a holiday weekend. We have called back to customer service at least 8 times and keep being transferred back to start with customer service all over each time. The way we are being treated is ridiculous. You don't spend money for an extended warranty and then get the run around on getting a vehicle you are paying for looked at to get it taken care of.
Business Response
Date: 09/13/2022
September 9, 2022

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

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

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

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

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

BBB Case No.: 17812063

Our File No.: 84037076

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

Thank you for forwarding the complaint from *************************** concerning her 2019 Ram **** Vehicle.

Customer sent a ******************** Letter to FCA requesting an appointment at her local FCA Dealer to repair the noises in her 2019 Ram **** Vehicle when making turns. FCA contacted the Customer on 9/6/22 and an appointment was set at her local Dealer for 9/26/22. The local FCA Dealer will inspect the Vehicle and repair any concerns per the terms of the Warranty provided. If the Dealer keeps the Vehicle for the repairs, they will provide rental assistance. The Customer was advised.

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

Sincerely,

****
Initial Complaint
Date:09/01/2022
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.
My leased Chrysler vehicle, my 2019 dodge Durango has been at the dealership with mechanical problems. The vehicle hasnt run since I brought it in five months ago and the service manager tells me that it is not diagnosable. I have gone to every extreme with Chrysler and ask them to consider it a factory buyback and they refused to do so. I have not driven my truck in five months. It has had issues since day one but nobody could diagnose it because it didnt happen when I would bring it into the dealership. I have been going back-and-forth with them for months. I was going to purchase my truck at the end of my lease and now I will lose all of my equity, which isnt my fault . They also told me they would pause my payments and reimburse me for my payments which never happened and then they reported me to the credit reporting bureaus and my credit dropped 80 points. I asked them to supply an at fault letter which I have not received in the mail . The vehicle will not be repaired before my lease expires and I have exhausted all my options. They are completely unreasonable
Business Response
Date: 09/09/2022
September 9, 2022

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

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

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

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

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

BBB Case No.: 17811761

Our File No.: 84037064

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

Thank you for forwarding the complaint from ******************************* concerning her 2019 Dodge Durango Vehicle.

Customer sent a ******************** Letter to FCA requesting a Buyback or Refund on the Purchase Price due to intermittent electrical concerns on her 2019 Dodge Durango Vehicle.

FCA recommends the Customer work with her selling Dealer to repair any issues with the Vehicle under the terms of the Factory Warranty provided. The Service and ***************** at the local FCA Dealer are the best sources to resolve the Complaint. FCA declined any Buyback or Refund on the Purchase Price as requested. FCA offered trade assistance, however, the Customer Declined.

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

Sincerely,

****
Customer Answer
Date: 09/15/2022
[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:

My vehicle has been at the closest dealership to me for what will be 6 months on October 4th. My lease expires on October 5th. The dealership has informed me that it is not possible to diagnose my vehicle and that they, and the Master technician that visited the dealership to specifically diagnose my vehicle are unable to provide a diagnosis. It is clear that I should be able to bring my Dodge to ANY Dodge dealership to be worked on, as it is a Dodge vehicle. My vehicle is still under factory warranty. The MASTER technician was NOT able to diagnose it!!! My vehicle is defective. No one can find the problem and basically what Dodge is telling me is to pound salt. They do not care that my vehicle is a piece of junk. They do not care that I will lose my equity and offer nothing to rectify this situation. I have been dealing with them for months, to no avail. I have yet to receive the letter of No Fault so that I can fix my now damage credit because Dodge was either going to pause my payments of reimburse me for my payments, none of which happened. To add insult to injury, my truck was broken into at the dealership while on the lot and damaged. The back window was smashed and there are marks from the burglar trying to break in with a crow bar. I am expecting Chrysler Dodge to stand by their product. I would like to be reimbursed either by check for my full equity, or full trade in value (prior to breakdown) toward the purchase of a new vehicle. I am also expecting a No Fault letter to submit to the the major credit reporting bureaus so that i can rectify my recent credit score drop!

Regards,

*******************************
Initial Complaint
Date:09/01/2022
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 have a 2018 Chrysler Pacifica Hybrid which is under Z11 recall due to possible fires. Chrysler does not have a fix for this so they are providing a rental vehicle through Enterprise and a monthly gas card. My case number is ********. I need to get a rental authorization every 30 days. Chrysler then is to send me a reimbursement check as I pay up front for the rental I cannot reach my ********* voicemail is full and her phone is set to do not disturb as it does not right. She does not return emails. I have called at least 3 times asking for a call or a supervisor and I've received nothing. This is a well-documented problem on Z11 recall social media groups.
Business Response
Date: 09/16/2022
9/12/2022

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

26777 ************************************************************************ 48076-4163

Ms. *************************** Fax: ************

BBB Case #******** Our Case # 84028750

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

Thank you for forwarding the complaint for Customer *************************, regarding their 2018 Chrysler Pacifica. Customer has an open file already with our ****************** We have taken the time today to alert their current case manager and Supervisor of request and follow up. If the customer has any further question or concern regarding the Z11 Safety Recall they may direct them to:

FCA US LLC ************************* at **************.

Please advise that you have taken receipt of this reply.

******, Chrysler Customer Care

Stellantis / FCA US LLC
Customer Answer
Date: 09/16/2022
[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:08/31/2022
Type:Delivery 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.
********* ordered parts from this company three weeks ago. ********* was told it would take 5-7 business days for the parts to come in. They haven&#**;t come in. They left the parts on the trailer for a week and a half when they arrived at their depot. They have been unresponsive to me. I called and spoke to the plant manager twice and I was upset and the person hung up on me. I have lodged a complaint with Chrysler as well.
Business Response
Date: 08/31/2022
We do not service retail customers; we only serve dealers.
Business Response
Date: 09/19/2022
9/14/2022

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

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

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

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

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

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

Our File No.: 84095449

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

Thank you for forwarding the complaint from Customer ***************************** regarding his *************************** Grand Caravan. According to our records this vehicle is outside of the manufactures basic warranty and Stellantis will not pay for out of warranty requests given the age of this vehicle. Also, the part requested by ********* was received already according to our records. We would encourage the customer to contact *************** ********************************************* dealership for any further questions regarding his parts order if there are any complications.

****Our records indicate that their parts have arrived and this was already resolved.

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

Sincerely,
Initial Complaint
Date:08/31/2022
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.
Bought 2 brand new jeep grand cherokees off the lot. One is a 2018 purchased in September of 2018 and one is a 2019 purchased in April of 2019. The first JGC purchased in September of 2018 started having some issues a few weeks ago with the A/C making a hissing noise. We took the vehicle to ***** Jeep Chrysler Dodge Ram and they were able to determine it was a problem with the evaporator coil or core (not sure what he had said). Repair was $2200. The car is just outside the 3 year warranty and just above ****** miles. **** what Ive read online this is a very common issue and it is a defect in the A/C having a leak/opening somewhere in the system. This is a defect that should be a TSB and recall. These cars should be sold with parts that are built to last more than a few years, especially something like the air condition would could be life or death for those with small children or frail elderly parents and grandparents. No other cars and brands have this issue with A/C, especially after such a short time, there is no excuse for a 2018 Jeep Grand Cherokee to already have this issue. I have several thousand followers on social media and plan to let them all know if the issues with Jeep. I loved the Jeep Grand Cherokee until this, unless this is taken care of I will never buy another Jeep and will opt for a Tesla instead. I was planning on buying new Jeep Grand Cherokee L eventually, unless this is remedied that will not happen. Im a business owner and when we sell a product with a defect, even if it is outside of our return window, we replace or repair it because our reputation and brand means everything to us. Without it we are nothing. If Jeep does not take responsibility for this it will show a lot about their reputation and I will be sure to never buy another or recommend another to anyone ever again. I have had friends buy 3 Jeep Grand Cherokees brand new since 2018 when I bought my first one, now I feel like I made a mistake recommending it. Fix this.
Business Response
Date: 09/13/2022
9/13/2022

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

26777 *****************., Ste. 100 **********, ** 48076-4163

Ms. *************************** Fax: ************

BBB Case # ******** Our Case Number: 84028370

Dear **************: Thank you for forwarding the complaint from ******************************* regarding his 2018 Jeep Grand Cherokee. The Customer was requesting assistance with the charges as related to his a/c compressor replacement. We attempted on 3 occasions to reach the customer by phone, but his voicemail box is full, and we were unable to leave detailed messages. We have sent an email to the customer last week and have not received a reply back. We are also requesting that if customer would like ********************** to review out of warranty cost coverage on his a/c repair that he provides us with the necessary proof of payment and service repair bill. No action has been taken as the customer has not replied to our requests.
******, Jeep Customer Care
Stellantis / FCA US LLC
Initial Complaint
Date:08/30/2022
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.
In May 2022, we purchased a brand new Chrysler Pacifica minivan. Within a week, the touch screen was forcing me to SiriusXMt trial, which I told the dealership I did not want. Chrysler, perhaps b/c of some kickbacks from SiriusXM, forces its customers to use this trial and gives all our personal information to Sirius without our permission. I had to file a BBB claim with **************** to get them to delete the trial and my information from their system. This is wrong. Furthermore, the vehicle touch screen goes blank and insists the driver use wi-fi internet to go thru updates. The touchscreen does not function unless I "x" this screen out WHILE DRIVING! to be able to see the screen and adjust comfort settings or get to any other needed information. I had to take it to the dealership to get this to stop, and learned that I am supposed to pay for wi-fi in my GARAGE to be able to clear these update screens. I am NOT going to be forced to do this just to drive a brand new car. So I have to take to the dealership for the updates. I was further informed that the dealership will charge me to clear the update screens and do the updates once my warranty expires! Again, this is forcing customers to pay for wi-fi just to use the car functions and screen. This was not disclosed to me, and furthermore, shouldn't even be required. It is discriminatory to put customers in a position to have to afford wifi service in their garages - not every citizen and demographic may be able to afford this or have access to this. Both the Sirius and wi-fi functionalities should be OPTIONAL, and a consumer should have the right to their privacy and to decline both of these. The touch screen should work for the entire life of the car as a stand along device that does not need to be hooked up to wi-fi to work. OR provide a base model vehicle without a touch screen, such that you aren't forcing customers to incur additional costs just to operate a car.
Business Response
Date: 09/09/2022
Sept 8th (2022)

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

26777 *****************., Ste. 100 **********, ** 48076-4163

Ms. *************************** Fax: ************

BBB Case No.: # 17796285 Our File number: 84028246

Dear **************: Thank you for forwarding the complaint for Customer ************************* regarding the 2022 Chrysler Pacifica. We are advising that we cannot make a promissory note as it relates to software updates. We are advising the customer to check on updates by referring to the following website (and entering their complete VIN number):

https://www.driveuconnect.com/support/software-update.html

If the Customer has questions on their Sirius XM account or subscription, they may contact: **************** to discuss with an account specialist.
******, Chrysler Customer Care
Stellantis / FCA US LLC
Customer Answer
Date: 09/14/2022
[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:]

Chrysler company's response does not even address the issue. The issue is NOT with the local dealership who has no control over how the vehicles are made, how they arrived programmed, nor can they adjust the contract terms forced by Chrysler to accept the car AS-IS. Please have Chrysler read the complaint and address the issue of wi-fi being required by their customers - and required in their garages - Those that live in apartment complexes may not even have garages, let alone wi-fi in them. And then to charge customers for service calls to do wi-fi updates because they don't have wi-fi access, is deceitful and unfair. Once a car is purchased, it should work as is, without being forced to pay for outside infrastructure costs. Chrysler corp has tried to push this off on the dealership and with verbiage that clearly shows they did not read nor address the issue of customers being stuck with a car that will not have all features and functions work without forcing additional incurred cost. This is unfair and takes advantage of the customer. I have found myself in a situation that is unfair. I cannot negotiate the contract, as the standard company contract is forced upon its customers without equal negotiating advantage.
Regards,

***************************
Business Response
Date: 09/27/2022
9/19/2022

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

26777 *****************., Ste. 100 **********, ** 48076-4163

Ms. *************************** Fax: ************

BBB Case No.: # 17796285 Our File number: 84028246

Dear **************: Thank you for forwarding the complaint again from Customer ************************* regarding his 2022 Chrysler Pacifica, if the customer has any further concern, we recommend that he contact the following department:

ATT ************** as it relates to Uconnect (Wifi) customer inquiries at ****************.

We are unable to make changes to the Uconnect or Wifi system via email. We are unable to diagnose or make corrections to this concern, we would also encourage the customer to see their local dealership service center if repairs are deemed necessary.

We hope this referral action may be of added support and extra guidance if necessary.

Thank you

******
Customer Answer
Date: 09/29/2022

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:

Dear Chrysler Pacifica. Your response to my complaint indicates that you have not really listened to the issue. Calling ATT&T does not resolve the issue, as their is no specific wi-fi functionality issue - it is that your company has installed features on my new car which force me to have updates, maintenance headaches, and added costs. I do not want a car that needs constant wi-fi updates at all. This is not an ATT issue, but a Chrysler manufacturer's and corporate decision issue. I want to buy a car that works in totality for the life of the car without being forced to pay a dealership for updates or being forced to buy wi-fi for a garage or remove parking space, etc.
Furthermore, you suggest I speak to my dealership. They have said this is out of their hands and it is. The issue is that the vehicle comes with the requirement for updates, like it's my phone which has ease of wi-fi inside my house. My vehicle cannot get in my house! So Chrysler corporate forces its customers to pay a dealership to do the updates or features that came with the car that we paid in full for, no longer work. This is forced extortion. I should have the option at purchase to have these features be stand alone and not require access to wi-fi. This discriminates against people who do not have it and forces underprivileged people to pay extra to use the car they just bought. The dealership can't do anything. They are delivered the car, as is, from Chrysler. This is a corporate decision which forces the customer into unknown costs that they can't negotiate out of or opt out of. So this issue is NOT closed. Your answer doesn't even address the issue of the wi-fi requirement coming from the factory. Chrysler needs to take responsibility for their decisions and not try to sweep it under the rug or onto other third parties which have no ability to change Chrysler's decisions or the way that the cars are shipped from the factories.

Regards,

***************************
Business Response
Date: 10/26/2022
Better Business Bureau of ******* & Eastern ******** ***************************************************************************************** Ms. *************************** Fax: ************ BBB Case No.: # ******** Our File number: 84028246

There is no change in our position regarding their request.

Dear **************: Thank you for forwarding the complaint again from Customer ************************* regarding his *************************** Pacifica, if the customer has any further concern, we recommend that he contact the following department: ATT ************** as it relates to Uconnect (Wifi) customer inquiries at ****************. We are unable to make changes to the Uconnect or Wifi system via email. We are unable to diagnose or make corrections to this concern, we would also encourage the customer to see their local dealership service center if repairs are deemed necessary. We hope this referral action may be of added support and extra guidance if necessary.

We consider this customer issue and our position final. We are unable to alter the services purchased at the time of sale without the customer's requesting and doing so.

M.Y. Stellantis
Customer Answer
Date: 10/26/2022
[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:

The business has merely shifted responsibility of the issue, when the business is the one that decides to sell a car to customers that will not work without the added cost of having an attached garage or a garage at all that has wi-fi. There is no option at the time of purchase to decline a car which requires wifi to fully function or to have a screen that is stand alone without connectivity. This is unfair to underprivileged customers or to any customers who do not wish to be constantly connected to the internet thru their car. The customer isn't given the option to decline this option as it is forcibly included with each new car purchase. I didn't have a choice to purchase a lower base Pacifica model to not have the touch screen and forced wi-fi costs, and hassle of updates. It's frustrating to not only deal with updates and connectivity with my phone, but now Chrysler forces this into the vehicles. The Pacifica is the only vehicle that works for my business because of the stow and go at all levels, which I use several times a week, and the base model , without transparency and agreement, forced me into a contract where I have to have wi-fi to work the car display or it glitches or stops working. I want a screen that is stand alone, and doesn't constantly need to change or have updates. And the corporation who has made this decision is pretending that the dealership has some sort of ability to change how the car is made at the factory. It is the dealership that said I had to go to corporate. SO you are both just finger pointing at the customer's expense.

So, No this issue is NOT closed, and it is NOT resolved. And it should go on record as such.

Regards,

***************************
Initial Complaint
Date:08/26/2022
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 vehicle is in a Dodge dealership (********* Dodge ***) waiting for for a driveshaft from Stallantis FCA Group since February 28 of 2022. I was told the part was going to be received by mid March. When that date passed is was hanged off to FCS ************* to Track the Part, Its Now 6 months later and Still have no part, answer, or drivable car. When will this be resolved, it is costing me a lot of money not having this vehicle.
Customer Answer
Date: 08/30/2022
Vin *****************
I did receive correspondence yesterday the 29th of August from FCA stating the following:
Hi *******

DEALER: ***** | ORDER NUMBER: $S0225 (VOR) | PART NUMBER: 04593855AC REAR DRIVE SHAFT
Tentative ETA to DEALER Mid to Late September - Subject to change - B/O PST
ETA based upon an estimated supplier shipment. Supplier promises to ship 6 pcs on 9/16. Rank #1
I do not at this time consider the matter closed

Business Response
Date: 09/19/2022
9/14/2022

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

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

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

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

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

BBB Case#********

Our File No.: 84083281

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

Thank you for forwarding the complaint from Customer ********************************* regarding his 2014 DODGE CHALLENGER. According to our records, parts support at MOPAR was contacted to support in getting the parts order filled. We were advised as follows: Stock is in transit to Mopar and stock is moving within the network, tentative ETA week 9/26. We thank the customer for their patience while they await this part to arrive for the repairs to their vehicle.

Sincerely,

****

Stellantis / FCA US LLC Customer Support
Customer Answer
Date: 09/26/2022
[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:] I do not believe this response is in good faith, I have receive conflicting information from one of the companies case managers,
I have attached e-mail correspondence related to this issue, as you can see by the dates on the emails you can see on 8/29/2022 just after i filed this complaint i received an e-mail stating
DEALER: ***** | ORDER NUMBER: $S0225 (VOR) |PART NUMBER: 04593855AC REAR DRIVE SHAFT
Tentative ETA to DEALER Mid to Late September - Subject to change - B/O PST
ETA based upon an estimated supplier shipment. Supplier promises to ship 6 pcs on 9/16. Rank #1
Just after their reply to this complaint i received an email stating:
Hello *****************,

I hope you are having a good day, Am reaching out to let you know we are still working to source this part for you. We still have no concrete ETA .We will keep you posted once there is an update.

Thank you again, for your time, and patience, and please, if you have any questions at all, reach out to me, by replying to this email, or giving me a call at ************** ext. 3025807

Regards, suheila
Stellantis Case Manager

ref:_00Dj01qsDF._5003Z1O27cg:ref

Regards,

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

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