Complaints

• Initial Complaint

  02/04/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I AM GETTING ABSOLUTELY NO ASSISTANCE FROM ANYONE AT STELLANTIS REGARDING MY VIN AND CASE JC422430 - Case#******** - FROM STELLANTIS CORPORATE AS THE DEALER HAS ADVISED THEY ARE CEASING COMMUNICATIONS WITH ME, STELLANTIS ADVISED TO DEAL WITH THE DEALERSHIP....GENERAL MANAGER ADVISED THAT HE DOES NOT WANT TO DEAL WITH IT AND HE IS ENDING IT...MY VEHICLE REQUESTS WERE IGNORED, MY ***AIR PRICE WAS GOUGED, I DID NOT RECEIVE THE REQUISITE REQUESTED ***AIR PHOTOS, DEALER THREATENED ME WITH MY WARRANTY WHICH IS A ********-**** WARRANTY ACT VIOLATION, IN ADDITION, INSTEAD OF GIVING ME A NEW KEYFOB THAT IS 100% COVERED BY MY WARRANTY DEALERSHIP HAD THE **** TO CHARGE ME $10 FOR A KEYFOB BATTER WHICH DID NOT IMPROVE FOB PERFORMANCE AT ALL, THIS WAS AN UNAUTHORIZED ***AIR EVEN THOUGH SMALL, A HUGE VIOLATION, ALSO THE INVOICE PROVIDED TO ME ON PICKUP AND THE SECONDAY ALTERED INVOICE ARE BOTH COMPLETELY INACCURATE, AT THIS POINT I HAVE NO IDEA THE QUALITY OF THE ***AIR, THE DEALERSHIP IS ACCUSING ME OF HARASSING EVEN THOUGH I REQUESTED THEY REACH OUT TO CORPORATE AND NOT TO ME EXCEPT FOR MY CLARIFICATION REQUEST, THIS IS ABSURD, FOR THIS ALONE I SHOULD BE FULLY REFUNDED FOR THE ***AIRS PERFORMED WITHOUT AUTHORIZATION, PROOF OF ***AIR ETC....TELLIN A CUSTOMER THAT YOU ARE TOO BUSY TO SEND AN ESTIMATE, AN ACCURATE INVOICE AND CURSING AND FIGHTING IN FRONT OF THE CUSTOMER ALONE WOULD BE ENOUGH...THIS IS ******************************/FCA NEEDS TO STEP UP ON THIS ONE AND FIX THE PROBLEM, I WAS GETTING READY TO BUY ANOTHER GRAND CHEROKEE, THAT IS CURRENTLY ON HOLD UNTIL THIS IS RESOLVED, HOW CAN I TRUST THOSE WHO SELL THE CAR IF SERVICE IS THIS TERRIBLE...ACCUSED ME OF SHAKING HANDS AS A SIGN ALL IS OK, NO I SHOOK HANDS BECAUSE I AM NOT RUDE, I SAID THANK YOU AS I AM NOT RUDE AND DO NOT NEED TO CAUSE A SEEN AT A DEALERSHIP, THIS IS ABSURD, ******* ********, REGIONAL *** HAS NOW STARTED TO IGNORE ME AS WELL, VERY UNPROFESSIONAL BEHAVIOR TO THE FULLEST...GLAD TO DISCUSS AND RESOLVE THIS ISSUE

  Business response

  02/05/2025

  Better Business Bureau of Detroit & *********************;
  
  *********************************************************** 100    
  
  ********************-4163  
  
  BBB case 22896913
  
  Our File: 92075081
  
  
  Thank you for forwarding the complaint from ****** *****. According to our records case ******** has been sent to a new case manager for furtheer review.
  
  Please allow 5 business days for the case manager to reach out to the customer.
  
  ********************** will continue to honor any future repairs necessary per terms of the active factory warranty.
  
  Best Regard,
  
  ***
  
  T0103P4
  
  Stellantis Customer Care
  
  

  Customer response

  02/05/2025

  
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this response appear below:
  
  I was contacted by **** from customer care with the new case number and everything is currently under review. I will be satisfied with the case response once the appropriate actions are taken by customer care; I am reimbursed for the actions of the dealership and their lack of any ethical behavior or accuracy. The invoice was inaccurate, my requests were ignored, and the dealership rode a very fine line in relation to something called the ********-**** Warranty Act.

  I will be awaiting more responses from **** as she has been extremely prompt today, and hopefully this is resolved sooner than later. I have provided copies of the original invoice, the "doctored" invoice that was still incorrect and my proof of payment...let us not forget though small, there is also the UNAUTHORIZED repair they are supposedly sending me a check for which will be documented and marked RETURN TO SENDER.

  I want nothing to do with this dealer and would like my reimbursement ASAP for their actions, not a battery, when I asked for a new Fob for example, that is covered under my warranty...this dealership is a walking disaster. I have the most expensive MOPAR warranty that is sold, this dealership is a walking money grab for every ***** they can get.

  They are doing a disservice to the Jeep name and I need an advocate, someone who is willing to help me, they, the dealership are of no help at all and more of a problem, there has to be someone who can assist me as I do not intend to ever go to this establishment again.

  I have put my new 2025 Jeep purchase on hold pending outcome of this case as well.

  What a shame.
  
  Regards,
  
  ****** *****

  Business response

  02/07/2025

  Better Business Bureau of Detroit & *********************;
  
  *********************************************************** 100    
  
  ********************-4163  
  
  BBB case 22896913
  
  Our File: 92094922
  
  
  Thank you for forwarding the complaint from ****** *****. According to our records case ******** a check has been issued.
  
  Please allow 30 business days for delivery, if the customer does not receive the cheque after the 30 days, they will need to call in and report that they have not received the cheque, and a new one can be issued.
  
  Stellantis will continue to honor any future repairs necessary per terms of the active factory warranty.
  
  Best Regard,
  
  ***
  
  T0103P4
  
  Stellantis Customer Care
  
  

  Customer response

  02/07/2025

  [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 COMPLAINT WILL ONLY BE MARKED AS CLOSED ONCE THE CHECK IS RECEIVED.
  
  Regards,
  
  ****** *****

• Initial Complaint

  02/03/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bought a jeep wrangler sahara 2021 4xe sept 2022 and it has been in and out of the shop for multiple reasons due to malfunctioning and recalls. It is currently at the dealer service **** with no ***. I am requesting a buy back.

  Customer response

  02/03/2025

  Vin is *****************

  Business response

  02/04/2025

  Better Business Bureau of Detroit & *********************;
  
  *********************************************************** 100    
  
  ********************-4163  
  
  BBB case 22892472
  
  Our File: 92064120
  
  
  Thank you for forwarding the complaint from ****** *****. According to our records ******** has been reassigned for technical assitance for the dealer to fix this vehicle.
  
  I have sent a note to the case manager for an update.
  
  Stellantis will continue to honor any future repairs necessary per terms of the active factory warranty.
  
  Best Regard,
  
  ***
  
  T0103P4
  
  Stellantis Customer Care
  
  

  Customer response

  02/04/2025

  [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:
  
  Based of the amount of time that the vehicle has been in for servicing for various repairs and recalls I do not want to risk keeping the vehicle and continuing to have issues once the vehicle is out of warranty. In addition I do not feel safe nor do i want to put my life on the balance with a vehicle refusing to shift into gear or shaking violently on the highway Which is the last incident I had. I am not interested in getting an extended warranty if offered. I bought the vehicle in Sept 2022 for $59,000 and paid it off and I do not foresee getting stuck with a faulty vehicle. For that reason I am asking to be provided a buy out.  

  Currently the vehicle is in for repairs and I am paying out of pocket for a rental car and being promised a reimbursement afterwards. I find this practice to be unfair and deceptive. I was initially told that I would not have to pay for the rental car, furthermore I was told the warranty would cover the rental cost upfront without me needing to pay for it first and submit it for a reimbursement. 
  
  Regards,
  
  ****** *****

  Business response

  02/05/2025

  Better Business Bureau of Detroit & *********************;
  
  *********************************************************** 100    
  
  ********************-4163  
  
  BBB case 22892472
  
  Our File: 92075244
  
  
  Thank you for forwarding the complaint from ****** *****. According to our records case ******** I have sent a notwe to the case manager asking them to reach out to the customer.
  
  The customer can dicuss their concerns with the case manager.
  
  Stellantis will continue to honor any future repairs necessary per terms of the active factory warranty.
  
  Best Regard,
  
  ***
  
  T0103P4
  
  Stellantis Customer Care
  
  

  Customer response

  02/05/2025

  [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 have not heard from the case manager. I am requesting a timely and thorough review of my case. I am requesting a buy back. 
  
  Regards,
  
  ****** *****

• Initial Complaint

  01/31/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had my Wagoneer broken into on December 12th, requested glass to be ordered from our jeep Dealer in ****. Glass was ordered, received one glass out of the 2. Dealership was informed on December 27th, 2024 that one of the pieces was incorrect and a new piece of glass was ordered. I was told it would be a week to get the glass in. Since this time frame the glass has been rescheduled and rescheduled further out. From what I was told the other day that Stellantis has switched companies for the Jeep Wagoneer glass and my order for the glass is now scheduled with a tentative ETA of March 18th, 2025. In between the timeframe of December 27th and January 31st I have been promised multiple delivery dates. I recently filed a claim with Jeep ************* Team (case#********) on Tuesday January 28th, this was when I was informed an anticipated schedule date of Mid March. At this point I do not feel this is acceptable. I have waited 7 weeks to get my vehicle operating and fixed. Waiting another 7 weeks is unacceptable. I would like to work out a resolution to either get this fixed immediately or they need to take this vehicle back.

  Customer response

  01/31/2025

  VIN #***************** 2022 Jeep Wagoneer Series 3. 

  Business response

  02/03/2025

  Better Business Bureau of Detroit & *********************;
  
  *********************************************************** 100    
  
  ********************-4163  
  
  BBB case 22882673
  
  Our File: 92056965
  
  Thank you for forwarding the complaint from ******* *****.  According to our records case ******** I have sent a note to the case manager for an update.
  
  Stellantis will continue to honor any future repairs necessary per terms of the active factory warranty.
  
  Best Regard,
  
  ***
  
  T0103P4
  
  Stellantis Customer Care
  
  

  Customer response

  02/03/2025

  [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:]  There reply has nothing to do with my main complaint, that has to do with the timeline it is taking to get my replacement glass to get installed. We have been paying our car payments and auto insurance for the last 2 months as we have been waiting patiently to get the replacement glass in, and now we are being told it is going to take almost another 2 additional months to POSSIBLY get the glass in.  So no, I am not willing to accept there response. I would like a more favorable outcome.  We have had multiple issues with this vehicle since we purchased it and we have dealt with the constant repairs (we have records), but this is unacceptable. 
  
  Regards,
  
  ******* *****

  Business response

  02/05/2025

  Better Business Bureau of Detroit & *********************;
  
  *********************************************************** 100    
  
  ********************-4163  
  
  BBB case 22882673
  
  Our File: 92074586
  
  
  Thank you for forwarding the complaint from ******* *****. According to our records case ******** the case manager is working on getting the glass to replace the window. 
  
  For the concerns with the vibration the customer will need to speak with the case manager.
  
  I have sent a note to the case manager to reach out to the customer.
  
  ********************** will continue to honor any future repairs necessary per terms of the active factory warranty.
  
  Best Regard,
  
  ***
  
  T0103P4
  
  Stellantis Customer Care
  
  

  Customer response

  02/05/2025

  [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 am not sure what/where the vibration issue they are talking about came from.  We are having issues with getting the glass and another 2 months to wait for the glass is unacceptable.  We would like a more definite answer on when we can get the glass in and not just POSSIBLY by the end of March. We have waited almost 2 months already and waiting an additional 2 months is unacceptable.  If we can not get a definite answer on a date and an acceptable date, Stellantis needs to take this vehicle back. 

  Thank you 
  
  Regards,
  
  ******* *****

• Initial Complaint

  01/28/2025

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On January 17, 2025 I ordered a system update and map update for my 2020 RAM 1500. I received the update and installed the update with no issues. The map update is now listing incorrect speed limits causing the *** system to give audio warnings for being over the speed limit. In contacting ******** they gave a refund but my *** system is still impacted. They refused to listen and stated this falls on the Chrysler Corporation. I didnt want a refund, I need my *** system fixed. UCONNECT or Chrysler is providing map updates that are impacting the map software which I feel theyre completely responsible for in getting fixed. I would be fine with rolling the map updates back to the previous version but not one person will listen to that. My *** system has been perfect for 5 years. This all started after installing the map update. I wish to resolve this.

  Customer response

  01/28/2025

  You requested the *** number. Below is the information requested 

   

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

  Business response

  01/30/2025

  Better Business Bureau of Detroit & *********************;
  
  *********************************************************** 100    
  
  ********************-4163  
  
  BBB case 22868066
  
  Our File: 92034444
  
  Thank you for forwarding the complaint from ***** *******. The customer's concern is with a different company that supplies the services and updates. Stellantis does not manage the subscription or hardware for that vehicle. The consumer should reach out to Uconnect Access for further information and resolution. ************** 
  
  Stellantis will continue to honor any future repairs necessary per terms of the active factory warranty.
  
  Best Regard,
  
  
  ***
  
  T0103P4
  
  Stellantis Customer Care
  
  

  Customer response

  01/30/2025

  [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:]
  
  Regards,
  
  ***** *******

  Customer response

  01/31/2025

  [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,

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

  Customer response

  01/31/2025

  Dear Chrysler Corporation,

  
  

  I contacted Uconnect and they have referred me to you since you supply the data thats causing the issue. When you search Uconnect with the Better Business Bureau it pulls up the Chrysler Corporation. Since I purchased a Chrysler vehicle impacted by Chrysler software I cannot accept your response.

  Business response

  02/03/2025

  Better Business Bureau of Detroit & *********************;
  
  *********************************************************** 100    
  
  ********************-4163  
  
  BBB case 22868066
  
  Our File: ********
  
  Thank you for forwarding the complaint from ***** *******. According to our records case ******** was closed, I have reopened and sent for review.
  
  Please allow 5 business days for a case manager to review the case.
  
  Stellantis will continue to honor any future repairs necessary per terms of the active factory warranty.
  
  Best Regard,
  
  ***
  
  T0103P4
  
  Stellantis Customer Care
               
  
  

  Customer response

  02/03/2025

  [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:
  
  Thank you for the reply however this doesnt resolve the issue. ******** sold software that incorrectly modified once correct data to incorrect data. A vehicle warranty doesnt matter in this case. Your software provided by ******** which is owned by Chrysler must provide corrected software to fix this or roll back the installed software to where it was correct. ******** is aware of the issue with no resolution because they claim the software is provided by Chrysler for ******** to distribute. It would make sense to me for someone with Chrysler to contact ********, their company, and find a resolution to this issue. My contact with Uconnect is ****** at **************.

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

• Initial Complaint

  01/27/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a 2024 Jeep Compass in March 2024. Since buying the car it has been in the shop constantly, I have had to miss work to take and pick it up from the shop, the issues have not been resolved and continue to happen along with new issues happening. My car has spent over 24 business days in the shop since I bought it and it is currently in the shop so that number will go up. I contacted Stellantis to get a resolution and they refuse to work with me on my issues and will not buy the car back even though it has multiple issues including electrical issues. I want the company to buy the car back as I feel it is a safety concern for me and my family at this point with all the issues it has. I am paying almost $1,000 a month for a car I cannot even drive right now because it is in the shop due to the ongoing issues.

  Customer response

  01/28/2025

  The *** is *****************

  Business response

  01/28/2025

  Better Business Bureau of Detroit & *********************;
  
  *********************************************************** 100    
  
  ********************-4163  
  
  BBB case 22865763
  
  Our File: 92011919
  
  Thank you for forwarding the complaint from ******** ******. According to our records there are no open or closed cases for the customer with these concerns.
  
  I advise the customer to contact US ************* ************** and have a case created.
  
  Without a case we will not be able to assist the customer.
  
  ********************** will continue to honor any future repairs necessary per terms of the active factory warranty.
  
  Best Regard,
  
  
  ***
  
  T0103P4
  
  Stellantis *************
  
  

• Initial Complaint

  01/23/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Dear Better Business Bureau,I am writing to express my concerns regarding a 2024 Jeep Gladiator Rubicon (VIN: *****************) that I purchased last October. Less than two months after purchasing the vehicle, it began running rough, and the check engine light turned on. Since December, I have taken steps to have the issue resolved.The vehicle has less than ***** miles on it, the majority of which were accumulated during one vacation from ******** to **************. I work from home and have otherwise barely used the truck. The vehicle is currently being serviced at Century Dodge Jeep dealership in **********, ********. According to the dealership, the problem is related to a wiring issue, and they are replacing the wiring harness.From what I understand, this repair is highly labor-intensive and requires significant disassembly of the vehicle. This is deeply troubling to me, as this is my first new vehicle and the most substantial financial investment I have made in a car. I am concerned that such extensive repairs, so early in the vehicles life, will lead to further problems down the road.I am seeking guidance on what Jeep can do to make this situation right. I am particularly interested in knowing if it is possible to exchange this truck for a new one without problems or to receive a refund.I would greatly appreciate your assistance in resolving this matter promptly. Thank you for your time and attention to this issue.Sincerely,******* *******

  Business response

  01/24/2025

  Better Business Bureau of Detroit & *********************;
  
  *********************************************************** 100    
  
  ********************-4163  
  
  BBB case 22851225
  
  Our File: 91979003
  
  
  Thank you for forwarding the complaint from ******* *******. According to our records there are no open or closed cases for this concern.
  
  I advise the customer to contact US ************* ************** to have a case created with his concerns.
  
  Without a case created we will not be able to assist the customer.
  
  ********************** will continue to honor any future repairs necessary per terms of the active factory warranty.
  
  Best Regard,
  
  
  ***
  
  T0103P4
  
  Stellantis *************
  
  

  Customer response

  01/24/2025

  [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:]
  
  Regards,
  
  ******* *******

• Initial Complaint

  01/22/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I brought my truck in for service on January 3, 2025. There were some service items that needed to be addressed. After 4 days I called to see why I was not hearing back from them. No one returned my messages. I called and left numerous messages, however either I could not reach the service department or when I did and left a voice message, no one called me back. I finally reached a service advisor on January 8 who told me the vehicle was all done and ready to go. I asked them to please confirm as I had a situation in the past with the same service department, where I was told the vehicle was ready when it was not. I was told again that it was indeed ready. I called again the next morning before I went to pick it up and was told the same. Upon getting in to drive from the dealership, it was immediately apparent that the issues had not been addressed. I immediately informed a service advisor who claimed that there was a mistake and the vehicle was marked completed when it was not. I was then told they would need to keep it. I asked for a loaner vehicle, but was told that there weren't any available. I was told that if any loaner vehicles came in, I would be notified. I have called every couple of days since and the vehicle is still not ready and each time I am told there are no loaner vehicles. Most of the time I call the service department it keeps sending me in a loop, and the couple of times I have been able to leave a message, no one calls me back.I called corporate and was told someone would reach out to me the following day with an answer or a rental car approval. Someone left a message with a number and extension, however when I call it, I am told voice messages are not set up for that mailbox and then hung up on. I have tried over 20 times to call. I have also selected to be transferred to the main operator and I am automatically hung up on.I need my truck back as I use it for work and it should not take 20 days and still have no answers!

  Customer response

  01/23/2025

  VIN# *****************

  Business response

  01/24/2025

  Better Business Bureau of Detroit & *********************;
  
  *********************************************************** 100    
  
  ********************-4163  
  
  BBB case 22845462
  
  Our File: 91978611
  
  Thank you for forwarding the complaint from ******* *****. According to our records case ******** on January 23, 2025 the case manager spoke with the customer. The customer was offered rental and the case manager will update the customer when they have an update.
  
  ********************** will continue to honor any future repairs necessary per terms of the active factory warranty.
  
  Best Regard,
  
  
  ***
  
  T0103P4
  
  Stellantis Customer Care
  
  

  Customer response

  01/24/2025

  [A default letter is provided here which indicates your rejection of the business's response. 
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this response appear below:
  
  The case manager offered me no information about my vehicle. Not about the repair nor timeline of return. He said he would investigate and get back to me. He has not.
  
  Regards,
  
  ******* *****

  Business response

  01/27/2025

  Better Business Bureau of Detroit & *********************;
  
  *********************************************************** 100    
  
  ********************-4163  
  
  BBB case 22845462
  
  Our File: 91997421
  
  Thank you for forwarding the complaint from ******* *****. According to our records case ******** on January 23, 2025 the customer was offered 10 days rental.
  
  The case manager also agreed to contact the customer with an update on the status of the vehicle once they reach the dealer.
  
  Stellantis will continue to honor any future repairs necessary per terms of the active factory warranty.
  
  Best Regard,
  
  
  ***
  
  T0103P4
  
  Stellantis Customer Care
  
  

  Customer response

  01/27/2025

  [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 have still had no updates!
  
  Regards,
  
  ******* *****

• Initial Complaint

  01/20/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Formal Complaint Against Dodge Warranty ***************** Hardship To Whom It May Concern,I am filing a complaint against Dodge (Stellantis) regarding a warranty issue with my 2023 Dodge Charger SXT AWD, causing financial hardship due to Dodges failure to honor its *********** vehicle has been at Reedman Toll Chrysler Dodge Jeep Ram of Jenkintown since December 2, 2024, due to a cracked transfer casea manufacturer defect covered under Dodges 5-year/60,000-mile powertrain warranty. It has now been 47+ days, and my vehicle remains unrepaired with no completion date.I have continued making full car and insurance payments for a vehicle I cannot use. Due to financial constraints, I could only afford a rental for 2 weeks. Dodge initially promised rental reimbursement but later reduced it to 10 days, despite my car being undrivable for over 47 days. Dodge has not issued any reimbursement and now claims it will take 30 days to process, leaving me without transportation.I have contacted Dodge Corporate ***************) multiple times requesting a resolution, but they have failed to provide assistance. The dealership has not provided accurate repair updates, and Dodge has refused a loaner vehicle despite the delay.Resolution Requested:Full reimbursement for the 2 weeks of rental I paid for.Full reimbursement for car payments and insurance during this period.Immediate rental reimbursement so I can secure transportation.A firm repair completion date.A goodwill payment for financial hardship caused by Dodges delay.If Dodge fails to resolve this, I will escalate my complaint by filing a formal complaint with the State Attorney General, seeking legal counsel, and notifying consumer advocacy organizations.I expect a response within 10 business days.Sincerely,***** ******* *********************** ************

  Customer response

  01/21/2025

  VIN Number: *****************

  Business response

  01/21/2025

  Better Business Bureau of Detroit & *********************;
  
  *********************************************************** 100    
  
  ********************-4163  
  
  BBB case 22836502
  
  Our File: 91948544
  
  Thank you for forwarding the complaint from ***** *******. According to our records case ******** the case manager is working on getting the part as quickly as possible for repair.
  
  I also see that a cheque was issued January 17, 2025 for rental.
  
  I have left a note for the case manager to reach out to the customer with an update.
   
  ********************** will continue to honor any future repairs necessary per terms of the active factory warranty.
  
  Best Regard,
  
  
  ***
  
  T0103P4
  
  Stellantis Customer Care
  
  

  Customer response

  01/21/2025

  Better Business Bureau:
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this response appear below:
  
  
  
  
  I am rejecting Stellantis response because it does not fully address my complaint.
  No repair completion date: They stated they are working on getting the part, but I have not been given a firm timeline for when my vehicle will be repaired.
  Incomplete reimbursement: A check was allegedly issued for rental reimbursement, but I have not received it yet. Additionally, they have not reimbursed me for my car payments or insurance, totaling over $1,300 per month for the past two months.
  No compensation for financial hardship: I have been without my vehicle for over 47 days and forced to cover expenses out-of-pocket due to Dodges delay. They have not offered any goodwill payment for the inconvenience.
  
  I request the following from Stellantis to fully resolve this issue:
  
  A clear repair completion date.
  Confirmation and tracking information for my rental reimbursement check.
  Full reimbursement for my car note and insurance costs for the time I have been without my vehicle.
  A goodwill payment for financial hardship caused by Dodges delay.
  
  I expect a prompt response with concrete solutions, not vague reassurances.
  
  
  Regards,
  
  
  ***** *******
  
  

  Business response

  01/24/2025

  Better Business Bureau of Detroit & *********************;
  
  *********************************************************** 100    
  
  ********************-4163  
  
  BBB case 22836502
  
  Our File: 91977627
  
  Thank you for forwarding the complaint from ***** *******. According to our records case ********* has been noted that the part is estimated to arrive the week of 02/03/2025.
  
  (Subject to Change) - Pending possible delays due to increased volume within distribution network impacting operational capacity.
  
  Stellantis will continue to honor any future repairs necessary per terms of the active factory warranty.
  
  Best Regard,
  
  
  ***
  
  T0103P4
  
  Stellantis Customer Care
  
  

  Customer response

  01/24/2025

  [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:
  
  Thank you for the update on the estimated part arrival date. However, I need clarification on the following:
  1.Extended Rental or Reimbursement Since this delay is due to distribution issues within Stellantis network, will I receive additional rental coverage or reimbursement until my vehicle is fully repaired?
  2.Firm Repair Completion Date Once the part arrives, when can I expect my vehicle to be fully repaired and returned?
  
  
  I appreciate your response and look forward to a resolution. If there are further delays, I will escalate this matter further.
  
  
  
  
  Regards,
  
  ***** *******

  Business response

  01/27/2025

  Better Business Bureau of Detroit & *********************;
  
  *********************************************************** 100    
  
  ********************-4163  
  
  BBB case 22836502
  
  Our File: 91997551
  
  Thank you for forwarding the complaint from ***** *******. According to our records case ******** on January 24, 2025 the customer advised there is no *** for the part needed for repair.
  
  Customer was also advised to send in documents for reimbursement, which have been sent for review.
  
  Stellantis will continue to honor any future repairs necessary per terms of the active factory warranty.
  
  Best Regard,
  
  
  ***
  
  T0103P4
  
  Stellantis Customer Care
  
  

  Customer response

  02/03/2025

  
   
  Dear Better Business Bureau,
  
  I am following up regarding my ongoing complaint against Stellantis, as their response continues to be inadequate and does not address my primary concerns.
  
  To date, my vehicle has been out of service since December 1, 2024over two monthsand there is still no estimated timeframe for repair. While I was reimbursed for two weeks of rental expenses, this does not come close to covering the financial burden I have faced due to Stellantis inability to provide a necessary repair in a reasonable timeframe.
  
  I require Stellantis to directly answer the following:
  1. Will Stellantis reimburse me for the full duration my vehicle has been undrivable? Specifically, I have now made three car payments and three insurance payments for a vehicle I cannot use. Does Stellantis intend to compensate me for these costs?
  2. What is the official policy for extended delays due to unavailable parts? At what point does Stellantis provide additional compensation or alternative solutions (such as a buyback or extended rental coverage)?
  3. Will Stellantis acknowledge and compensate me for lost income? The delay has directly impacted my ability to work, resulting in financial hardship.
  
  I expect clear, direct answers to these questions, not a generic response stating the repair is delayed with no resolution. Stellantis failure to provide timely repairs or a meaningful alternative is unacceptable, and I request the BBB to push for a definitive resolution.
  
  I appreciate your continued assistance.
  
  Best regards,
  ***** *******
  

• Initial Complaint

  01/20/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On July 12th 2024 my wife and I purchased a 2024 Roardtrek Play Slumber camper van from ******************* in *****, ******. We paid $132,919 for the vehicle which had 124 miles on the odometer. On our first trip we discovered that the cruise control didnt work. We were told by ******* ** to take the vehicle to a Ram dealership, which we did on August 14th.The van has now been at the dealership a total of 145 days and the cruise control has not been repaired. Around the beginning of November, the Stellantis technical advisors at D*** Hannna Ram (the dealership repairing the van in *********, **********) decided the problem was probably caused by something the upfitter (Roadtrek) had done. Roadtrek insists that is not true. As of right now no one is trying to fix the van, in fact I believe no one has touched the van for at least 45 days and probably since mid November. I registered a complaint with ***************** and was given a case number ********** and a case worker named Bina. **** calls the dealership about once a week and then sends me an email telling me she called. She has been doing this since September 28. Nothing has come of this.******* ** was late getting involved but has also been unable to get anyone to act.I believe the technicians at the dealership need help solving this problem. The help, more than likely, needs to come from Stellantis but Im at a loss as to how to make this happen.I seem to have either been sold a class B RV with no cruise control or no warranty.

  Customer response

  01/21/2025

  VIN: 

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

  Business response

  01/24/2025

  Better Business Bureau of Detroit & *********************;
  
  *********************************************************** 100    
  
  ********************-4163  
  
  BBB case 22834466
  
  Our File: 91977110
  
  Thank you for forwarding the complaint from ****** Kidney. According to our records case ******** the case manager has asked for a Star case to be openedfor this vehicle.
  
  I have sent a note to the case manager asking for an update.
  
  Stellantis will continue to honor any future repairs necessary per terms of the active factory warranty.
  
  Best Regard,
  
  
  ***
  
  T0103P4
  
  Stellantis Customer Care
  
  

  Customer response

  01/24/2025

  [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:]

  My understanding is that the repair for my vehicle was classified as a star case back in August by the dealership. This status did not lead to a repair.

  My stellantis case manager has been providing updates almost weekly since September to no effect.

  This response from stellantis does not reassure me that my vehicle will be repaired. What I would like to hear is that someone with better diagnostic experience is actually working on my vehicle. Right now it sits untouched at the dealership where it has been for 139 days.

  
  Regards,
  
  ****** Kidney

  Business response

  01/27/2025

  BBB case 22834466
  
  Our File: 91998993
  
  Thank you for forwarding the complaint from ****** Kidney. According to our records case ********* the case manager is working with the dealer to get this vehicle repaired. 
  
   The case manager has noted that they will follow up with the dealer in 2 days.
  
  
  Stellantis will continue to honor any future repairs necessary per terms of the active factory warranty.
  
  Best Regard,
  
  
  ***
  
  T0103P4
  
  Stellantis Customer Care
  
  

  Customer response

  01/27/2025

  [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:]
  Im sorry, but I cannot accept the response from stellantis. 
  I have no reason to believe that the case manager, and the phone calls they have made since September 28, result in any action. It seems to me that this latest response is an attempt to treat the BBB the same way; dismissive and empty reassurances.

  What would make me happy? Knowing that a technical assistant or engineer has been assigned to help the dealership repair my vehicle since the dealership is unable to do so.

  Regards,
  
  ****** Kidney

• Initial Complaint

  01/20/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Me and my fiance's (****** *****) truck in your service department at *********** Chrysler in *********** ** at this time. The problem is last year April 2024 we brought our truck to the same service **** regarding ongoing issues with the *** and a transmission issue, main Dodge (Stellantis) was involved due to the ongoing issues and Stellantis was covering everything so no cost to us. Case number ********. At that time the service department was able to fix the *** issue by running a wire from front to back of our truck to resolve that issue, they thought the issue was in wiring harness but I gues easier to run one wire front to back to fix issue easier. As for the transmission issue, the service department could not find the transmission issue and replicate the code at that time (which can't be replicated because it only happens when we are pulling something like a cattle or equipment trailer), so **** in Service told ****** to drive it until the issue reappeared and bring it back, well that issue continued every time we pulled something like our cattle trailer or equipment trailer so we have brought it back with the code number *****, which is the transmission fluid pressure sensor/switch, and this is same issue as back in April when all this was covered through Dodge (Stellantis). But now **** is saying we have to pay $600 just for this issue to be diagnosed, when it was originally covered under dodge (Stellantis) but never fixed the first time by the service ****. . So now our truck is on hold, which we need badly for work and farm. So please explain how this is fair to us and why we should have to pay when it was covered through Dodge the first time but your service department couldn't find or fix the issue? I have placed emails and phone calls to Stellantis and have heard nothing back.

  Customer response

  01/21/2025

  We want our truck fixed at no cost to us and in a mannerly time due to this ongoing issue that was never fixed the first when it was all covered by Stellantis.

  Customer response

  01/21/2025

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

  Business response

  01/21/2025

  Better Business Bureau of Detroit & *********************;
  
  *********************************************************** 100    
  
  ********************-4163  
  
  BBB case 22833927
  
  Our File: 91950667
  
  Thank you for forwarding the complaint from ****** *****. According to our records case ******** was closed on May 8, 2024.
  
  I am sorry to hear you are having these issues.
  
  Dealerships are privately owned and set their pricing. I advise you to speak with the dealer and ask if there is so kind of goodwill they can give you to cover them diagnosing the vehicle.
  
  Once the diagnosis is completed I would ask about a STAR case being created for technical assistance in fixing the issue.
  
  Stellantis will continue to honor any future repairs necessary per terms of the active factory warranty.
  
  Best Regard,
  
  
  ***
  
  T0103P4
  
  Stellantis Customer Care
  
  

  Customer response

  01/21/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this response appear below:
  
  I am not accepting this Stellantis needs to open up a new case to address my transmission issues that were never fix by their dealership back in May 2024 less than a year ago. The transmission issues were NEVER fixed by the dealership and now they want to try and charge me for something that is the dealerships fault which is unfair when it was originally suppose to be covered. This is not good customer service and someone needs to contact me to get my truck fixed asap ************

   
  Regards,
  
  ****** *****

  Business response

  01/27/2025

  Better Business Bureau of Detroit & *********************;
  
  *********************************************************** 100    
  
  ********************-4163  
  
  BBB case 22833927
  
  Our File: 91998465
  
  Thank you for forwarding the complaint from ****** *****. According to our records case ******** was closed May 9, 2024.
  
   A case closes after 10 days of no activity.
  
  I advise the customer to contact US ************* ************** to have a new case created with his concern.
  
  Without a case we will not ba able to assist the customer at this time. 
  
  ********************** will continue to honor any future repairs necessary per terms of the active factory warranty.
  
  Best Regard,
  
  
  ***
  
  T0103P4
  
  Stellantis *************
  
  

  Customer response

  01/27/2025

  [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:]
  
  Regards,
  
  ****** *****

*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. ↩