Complaints

• Initial Complaint

  12/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I took my vehicle (Dodge Journey) to a local dealer for warranty repair and they tell me it needs 2 parts. The dealer got 1, the other is on backorder but the service guy gives me a number to call and talk to them to escalate and expedite my part. I did, and assigned a case manager by the name of ***** (Case# ********) he tells me that the part has been expidited and originally it was gonna be here on 11/23, that day came and went. Then pushed to the 11/26.that day came and went last time they told me was 12/3. I'm telling my service guy this and he tells me that no one has given him any info of any parts being sent. So neither side is talking to each other and there is no communication. So I have tried to contact the case manager on numerous occasions and no matter how may messages I leave he does not call me back and does not give me an update on the part. As an ex. I called 4 times and left multiple messages to contact me back and no returns my calls and gives me no updates. All while my vehicle is at the dealership for more than 2 weeks already. On 12/2 I called @4:40pm to speak to someone else that can at least tell me something, I spoke with *****. I told him everything happening and said all he can do is send him a message which is what I've been doing all along. I tell him that I need to speak to someone that can tell me what is happening with this case and he tells me no one else can talk to me but my case manager. So I tell ***** that I'm not getting off the the phone until I can speak to someone and give me an update and he tells me that he is gonna hang up on me and he proceeded to do so, which now leads me to here.

  Business response

  12/09/2022

  December 8, 2022 

   

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

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

  **********, ** 48076-4163  

   

  Ms. ***************************  

  Fax: ************ 

  BBB Case No.: 18516595 

  Our File No.: 84830454 

   

  Dear **************:  

  Thank you for forwarding the complaint from ********************************* concerning his 2018 Dodge Journey Vehicle.  

  Customer sent a ******************** Letter to FCA requesting the A/C Controller Head Part arrive at the local FCA Dealer to repair his 2018 Dodge Journey Vehicle. The Part was on Backorder. FCA contacted the Parts Expediting Team, and the Part was expedited to the Dealership. The local Dealer was contacted on 12/8/22 they have received the Part and repairs will be completed to resolve the Complaint. The Customer was advised. 

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

   

  Sincerely,  

   

  ****

  Customer response

  12/19/2022

  [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

  11/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I'm the original owner of my 2009 Dodge Ram **** (which is still licensed and title under my name). I have a lifetime warranty I purchased when buying the truck new. My warranty was dropped this year and nobody can tell me why including Mopar Vehicle Protection or the dealership where I purchase the truck and the warranty (***************************** ******** **).

  Business response

  12/09/2022

  December 8, 2022 

   

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

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

  **********, ** 48076-4163  

   

  Ms. ***************************  

  Fax: ************ 

  BBB Case No.: 18479881 

  Our File No.: 84830312 

   

  Dear **************:  

  Thank you for forwarding the complaint from *********************** concerning his 2009 Ram **** Vehicle.  

  Customer sent a ******************** Letter to FCA requesting the *** Lifetime Warranty be reinstated on his 2009 Ram **** Vehicle. All paperwork was sent to *** for reinstatement. *** is working to reinstate the Warranty for the Customer. *** will notify the owner when the Warranty has been reinstated. The Customer can contact *** Service Contracts at ************** for any updates since they are handling the reinstatement to resolve the Complaint. 

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

   

  Sincerely,  

• Initial Complaint

  11/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  RE: Jeep Compass 4x4 Vin# ***************** Warranty Expiration Date: 2024-01-16 (36 Months or ****** Miles).It failed to start on October 29, 2022. I have requested towing service to Jeep dealer via MOPAR the same day. My vehicle was towed on October 29, 2022 to ******************************************************************* at ***********************************************************************. Ever since October 29, 2022 my vehicle was at the dealer's shop. I was advised that there is a need for battery and some other part replacement, both falling under MOPAR Warranty (with no cost to me to repair). However, when I recently inquired with the dealer when my vehicle would be ready for pick up, technician at the Jeep dealership stated that they can't repair the vehicle until they receive the part they ordered and that it is currently not available at any part's warehouse. I request MOPAR to provide the necessary part to dealer so they can repair my vehicle, or to replace my vehicle if it stays at the dealership for more than 30 days since it was towed there on October 29, 2022..

• Initial Complaint

  11/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I HAVE A MOPAR MAX ******** AND OWN A JEEP, RECENTLY I LEARNED THE DEALERSHIP SCAMMED ME AND MOPAR ON FAKE REPAIRS, USING USED PARTS, AND MOPAR HAS DONE NOTHING. THE DEALERSHIP *****************-JEEP OF ***************, ** SAID " WE WILL GET MOPAR " to pay so do not worry ? then i kept taking my JEEPS back as mysterious they kept finding issues so MOPAR **** PAY. FRAUD AND DEFRAUDING BOTH ME AND MOPAR. I'm still waiting for MOPAR to take action and to date now 3 months later nothing........

• Initial Complaint

  11/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I HAVE A MOPAR LIFE TIME MAXIMUM CARE Plan#******** since there is only one Jeep Chrysler in town i am forced to take to **********************, of ***************, ** it has been back there over 7 times in three weeks and another 4 times in 2 months . They tried to up sale me on items and repairs NOT needed, but once they saw my Max ******** they told me not to be concerned we will bill $ MOPAR and i learned they DID MOT REPAIR MY VEHICLE, BUT BILLED MOPAR AND ME ?THIS IS FRAUD, GRAND THEFT AND CREDIT CARD FRAUD INSURANCE FRAUD AND THE VEHICLE IS NOT UNSAFE TO OPERATE ON THE ***** THEY BROKE IT WHEN IT WAS FINE. MOPAR TOLD ME NOT TO COMPLAIN AND FIND ANOTHER DEALER

• Initial Complaint

  11/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I was signed up for Mopar vehicle protection by a salesman **** *************) on July 2020 for my 2013 ***** Equinox. He came to my home to inspect the vehicle for damage and check the mileage. My plan started at that time and was scheduled to be effective until July 2023. My monthly payments of $71.76 were deducted automatically each month from my bank account. On August 16th of this year, I went to Chevrolet to have work done on my vehicle and was told that I did not have an extended warranty plan. I called Mopar to verify the issue and was told that I did not have coverage because I had gone over my allotted mileage. **** had entered my mileage incorrectly. He entered ******, which should have been 1******. When I had my car serviced in June of 2020 my mileage was at *******. I have called to speak with several departments with no resolution to my issue. During this time my monthly payments have continued to be deducted from my bank account. I was then notified that my plan was cancelled after my payment of $71.76 in July 2022 because of my mileage issue. I then reached out to **** regarding my concern and he stated that I should have my payments returned as the contract was not valid due to the incorrect mileage being listed. I have now received an email from Mopar wanting me to sign a form stating that I (myself)cancelled the warranty and then forfeit any payment refunds. They want to have the option to prorate any refund that I would receive. This is not what happened. The cancelled me after they saw what my correct mileage was on the vehicle. I did exactly what was required of me by making my scheduled payments on time each month. I am asking that all payments be refunded back to me as I did not have coverage due to the contract being issued incorrectly.

• Initial Complaint

  11/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I purchased an extended warranty from: jeepfactorywarranty.com on 9/9/2022 via phone for $2035. A few days later, I spoke with my auto insurance and they informed me I have an extended warranty on my plan. Called the representative back from jeep and spoke with him about canceling my plan. He stated I had sixty days to do so! The problem and where all the confusion comes from is, he wrote the wrong purchase date on my paperwork, which had been mailed to me. When I went for my full refund, he stated I would get back $1905.43 because I was outside of sixty days. This is the result of him placing wrong date, 8/10/2022 on paperwork that was mailed to me. As a result, I was told to contact mopar vehicle protection.First contact was made on 10/21/2022 and its been down hill from there. First person escalated my case as I told her what happened and submitted paperwork to show my purchase date of 9/09/2022. She was in agreement me with saying I see your purchase date as such. To make a long story short, I waited and reached out to them againspoke with another rep and I was told check for $1905.43 was mailed on 10/21/2022, which I deposited last week (11/3/2022). Called last week 11/4/2022 and spoke with another rep because previous person never got back with me, after stating she escalated my case again (#********) I stated I only got a check for $1905.43 and not my full amount of: $2035.00. Checking the status of my case, rep told me case was closed and admin team is not looking into this anymore etc. Its sad, that this company has stolen the remaining money owed to in the amount of: $129.57. Ive done nothing wrong, and every rep I spoke stated we see youve done nothing wrong. On paperwork Ive added, you can see, circled in red on sales summary sheet (9/09/2022) which is date email was sent to me shorty after purchase. Other paperwork youll see in red the wrong date he wrote. I would like my refund of $129.57!! Thank you!!

• Initial Complaint

  11/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have a 2019 Ram **** vin- ***************** with a paint corrosion issue on the hood.On July 6,2022 I went to *************************************** in *************** , ** to report the problem. Mileage was ***** and less than 36 months since purchase. They said the body shop took pictures and would get back to me.They never did so I called back in Sept. and talked with the service manager *************************. He told me they could not handle the repair as I did not purchase the truck from them. He said up until recently they would have handled but the Ram Rep advised they were doing to many of these for other Ram dealers and they had to stop.I then went back to purchase dealer, *********** in ********** ** . ********************************* the service manager asked me to send pictures and details which I did. A month later she is still not responding to my emails or calls asking for the courtesy of a response. Her initial response was that they don't have a body shop so they could not help me. I explained the experience I had with *********************** and asked her to talk with her Ram Rep about the problem. Seems Ram has set the table so that I can't get the covered warranty work done as each dealer says they can't handle the warranty.I called ********************** and they simply said I had to work with the local dealers- zero help.I simply want *** and their dealers to live up to the warranty coverage they provide.

  Business response

  11/29/2022

  November 25, 2022 

   

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

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

  **********, ** 48076-4163  

   

  Ms. ***************************  

  Fax: ************  

  BBB Case No.: 18352733 

  Our File No.: 84684066 

   

  Dear **************:  

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

  Customer sent a ******************** Letter to FCA requesting the paint corrosion be repaired under Warranty on his 2019 Ram **** Vehicle. The Customer was contacted on 11/25/22 he advised the selling Dealer has agreed to do the repairs under Warranty as requested to resolve the Complaint. Provided direct phone number to the Customer if further assistance is needed.  

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

   

  Sincerely,  

   

  **** 

• Initial Complaint

  10/31/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  Carpet has rubbed off from where my resting left foot resides on the floor. I can't believer they are trying to say it's not covered under the bumper-to-bumper warranty. It's from normal use. I'm not supposed to touch the floor with my tennis shoes? This car if 6 months old and two big spots are completely bald.

  Business response

  11/29/2022

  11/25/2022 Better Business Bureau of ******* & Eastern ******** ***************************************************************************************** Ms. *************************** Fax: ************ BBB Case No: #******** Our File Case

   

   84658821 Dear **************: Thank you for forwarding the complaint from customer ***************************** regarding their 300 S.

   

   According to our records, the customer has decided to pursue their request through legal means. We have forwarded this request to our legal team to be firmly reviewed. Their legal case number is ********. We apologize for any delay in this interim review process. Please advise that you have taken receipt of this email reply. Sincerely, *********************** / FCA US LLC Customer Support

  Customer response

  11/29/2022

  [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 have contacted some group online about problems with warranties but I have not accepted any legal counsel yet.  I have also contacted Mopar/Chrysler several times and have been blown off and/or told to get it fixed first

  and they would decide later if I got reimbursed.  $1000+ for two pieces of carpet a couple of inches big.  I don't need the whole thing replaced.  Just the couple of spots can be done like a carpet is done in a home.  It's a 6 month

  old car and the carpet is falling off.
  
  Regards,
  
  *************************

• Initial Complaint

  08/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  We have a 2016 Chevrolet Silverado on which we purchased an extended warranty. On 10-1-21 we were on a camping vacation and the fuel pump went out of the pickup and we were "stranded" at the campground on a Saturday morning. We were able to get our pickup to a dealership on Saturday but it was not able to be fixed until the following Monday. In addition to the fuel pump the radiator was leaking. Both issues were fixed and we were not able to get our pickup back until late Monday night (about 7PM) Due to this we had to stay at the campground 3 additional nights. Our extended warranty is supposed to pay for accommodations due to loss of use of our vehicle which is $96. We have sent Mopar documentation 3x's via the mail service and one time via email. i was told they have received the email with needed information but refuse to admit they received the 3 letters with same information (which they requested). We were told this issue would be resolved in 3 months. Starting in January (after the 3 month time frame) I have called on numerous occasions and just get excuses. In June I was able to get a case #******** and told I would have a check by the end of the week. When this did not happen and I called again I got excuses. Just recently I have requested to speak with a supervisor but on three separate occasions the supervisor was busy and was to call me back. To date this has not happened. I reached out to the dealership where we purchased the pickup. She contacted Mopar and reports she was treated quite rudely but got no where. After waiting since October 1, 2021 we are seeking help in this matter. We feel like we have exhausted all other avenues.

*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. ↩