Complaints

• Initial Complaint

  10/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I I was pressured in buying an extended warranty for a 2020 **********, which I sold several several months later not using the warranty I was eligible to receive a warranty reimbursement from ***. The process was docked in to say the least after sending documents certified mail emailing at least three, 400 times trying to get them to get all the documents that they needed. They completely failed to respond to me in a timely manner. Take my calls return my calls kept asking me to send the same documents over and over again, almost to say that they didnt want to pay this claim at all every time I call customer ********************** it was the same thing I received somebody in a call center somewhere else in the world that had no accountability for what I was trying to accomplish now towards the end of the period. They finally come up, saying they need more documents after I was told several times that the documents they have all been received and I should receive a refund check due to this situation. Ill never buy a ***** ******** Plymouth, whatever stall **** is involved this product. They do not stay beside their customers nor do they want to process any claims

  Customer response

  10/18/2024

  I wish to cancel the dispute    I was able to resolve the issue.   Thank you 

• Initial Complaint

  10/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  This issue started august 5th 2024 I called ****************** regarding an issue with my car. There was a recall on the jeep due to steering issue. After Jeep did the recall the jeep was not riding right. When I looked it up it said that if we had that issue that **** gives you a 1 yr warranty. **** called my dealership to have them call me to bring in my car. Jeep looks at the car and finds out whats wrong. In the meantime *** approves a warranty to be able to fix my jeep. Had an old warranty on my car that I canceled a year ago that was too much money and I never used it. That was actually never canceled. Long story short finally after a month as my jeep is still at the dealership they put the warranty on my account in order to fix the issue. Because my car was already at the dealership and waiting to get the work done for the last month or so they are saying its not covering the work because they dont pay for prior issues. But *** knew all of this prior and so did the dealership. Now I cant get my car fixed and no one is answering me. Im assuming because the price is high of the work that needs to be done they are declining it. Which they new this prior and still approved the new warranty. I have many emails that I can provide. And phone numbers.

  Customer response

  10/08/2024

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

• Initial Complaint

  10/03/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  My engine was replaced the end of 2023 (December I believe) by ******* Dodge in ******, **. Since the engine has been put in I have had continuous issues and have hardly had a car the last year that resulting in me losing my job. I have now not had my car more than I have had it in the last year. The last I was made aware is that my dealership was not able to get MOPAR to replace my engine AND my converter that was ruined due to the engine failing. I finally got a loaner vehicle about a month ago after being without transportation to do my job and provide for my family. I feel as though my issue has been deemed not urgent and it is now effecting my children. I need something to happen and I need answers.

  Customer response

  10/03/2024

  2C4RC1EG3JR116729

  Business response

  10/07/2024

  Better Business Bureau of Detroit & Eastern Michigan 
  
  26777 Central Park Blvd., Ste. 100    
  
  Southfield, MI 48076-4163  
  
  BBB case  22374384
   
  Our File: 91192433
  
  Thank you for forwarding the complaint from sara Cameron. According to our records there are no open or closed cases for this customer.
  
  I advise the customer to contact US Customr CAre 1-800-992-1997 and have a case created for the concern.
  
  Stellantis will continue to honor any future repairs necessary per terms of the active factory warranty.  
    
  Best Regard,  
    
  Jen  
    
  T0103P4  
    
  Stellantis Customer Care  
  
  

• Initial Complaint

  09/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On Sept/ 13, 2024 I got a letter from Mopar Vehicle Protection At ****************************** to ask them to stop sending me mail to my house. I get mail from this company WEEKLY and it's annoying. I called and asked an employee named "***" to take me off the mailing list. He was about to hang up on me and I said "Wait" because I needed a reference number. He did not give me one and proceeded to be rude and say "don't judge us" because I told him I get people trying to selling me warranties all the time which are scams. His name was "***" and I do not think he took me off the mailing list. He was rude to me and hung up on me. I called back to get his name. Once he said his name was "***" I hung up on him. Then "***" proceeded to harass me and call me back at 1:25 PM on 9/13/24. I told him to stop harassing me and hung up the phone. These people are insufferable, rude and they need to take my name off their mailing list and STOP sending me mail weekly to my home address. Account ************.

  Business response

  10/15/2024

  Cindy Hasio,

  I called and spoke with Cindy Hasio about the unwanted mailers she has received in the past and acknowledged the BBB complaint. Apologized for behavior on previous calls. We have removed her from our internal listings to prevent future mailings from us.  Please contact us at 800-521-9922 if you have any other questions.

  Thank you,

  Tom Smith

  Mopar Vehicle Protection

   

  Customer response

  10/15/2024

  [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 22282700, 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,

  Cindy Hasio

• Initial Complaint

  09/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a Mopar Vehicle Protection Lifetime warranty plan when I purchased my Jeep Wrangler in 2017. Since the purchase, I relocated to ***** and have used ***** *** service in the past. Per my MVP contract (page 2), I am allowed to request an independent mechanic to service my vehicle. Last month I was told the provider would just need to agree to use Mopar parts and agree to complete any work if there is a warranty issue. Now MVP is saying they're not allowing that anymore. There is no reported issues with the mechanic I want to use, but they have documented issues I've had with using the dealership. I have had nothing but negative experiences with their service which I can detail if necessary. I have tried the dealership in *********** but it is inconvenient to my home and office. The dealership service departments are not doing the complete vehicle inspections when doing the oil changes or else I wouldn't be seeing my tires need replacing and I need a rotation. And it seems when I get my tires rotated they're holding on to my wheel lock! It is a legal contract that they are trying to change. If they want to change that for future contracts that's fine. But it is even advertised on the website that we can use provider other than the dealership. Repeated issues and complaints about the dealership should be enough to use a different mechanic.

  Customer response

  09/06/2024

  VIN *****************

  Business response

  09/11/2024

  ******* ********,

  I'm sorry to hear of the issues you experienced at one of our dealerships. The plan provisions state: OBTAINING PLAN SERVICE: To obtain service under this Plan, you should return and present this contract to the Dealer who sold you the Plan. In the event you cannot return the Vehicle to the selling Dealer for service, you may request service from any Dealer
  within *****************, ******, ****, *********** or *******

  The vehicle must go to a Chrysler Dodge Jeep Ram dealer for covered repairs under the service contract. If you are having difficulty with a particular dealership, please let us know what that specific dealership is so we can have team members investigate it. You can contact MVP at ************. 

  Thank you,

  *** *****

  MVP

• Initial Complaint

  08/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My mother is 82 owner of 2016 Jeep Cherokee Trail hawk She Pays Mopar Vehicle Protection Extended and has until Aug 21, 2024 Mopar claimed she was covered through Sept about 2nd (verbal)8/6 she took it in for service...not resolved but under warranty. that same unresolved service continued with dealer. 8/21 took it to Dealer and currently being resolved. 8/21 mom canceled Mopar Mopar refusing to help or pay for service even though issue and service occurred while she payed for service.This is unfair practices I question if they are a legit business It seems like they took advantage of an 82 year old woman. I think they owe her at the least her money back or pay for the service done to jeep. I was hung up on repeatedly or "disconnected" from call.

  Customer response

  08/28/2024

  1-C-4-P-J-M-B-S-O-G-W-1-2-2-3-3-4

  Business response

  08/29/2024

  Better Business Bureau of Detroit & *********************;
  *********************************************************** 100    
  ********************-4163  
  BBB case N0 22193745 
   
  Our File: 90902773 
   
  Thank you for forwarding the complaint from ***********************.  
  I will need the *** number for this vehicle, to look into this matter further. 
   
  Stellantis will continue to honor any future repairs necessary per terms of the active factory warranty.  
   
  Best Regard,  
   
  Jen  
   
  T0103P4  
   
  Stellantis Customer Care 

  Customer response

  08/29/2024

  [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 think this is the only way to send the details that business request. VIN: 1C4PJMBSOGW122334.  Plan #: MVSCM.700019221.01.01

  I can provide further data upon request or as needed.  Thank you]

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

  Business response

  09/09/2024

  ***************************,

  MVP was contacted about the plan and an agent realized that you were in ********** and this plan is not available for sale in **********. A mistake was made by us.  We realized our mistake that this plan was sold in *****, and you moved to ********** making the vehicle eligible for the plan. I'm working to get the plan reinstated along with having an agent contact you directly to assist with any previous claims that were covered under the plan but were not paid while at the dealer.

  Please contact MVP at ************ with any questions.

  Thank you,

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

  MVP
  

   

   

  Customer response

  09/10/2024

  [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.

  I'm appreciative that they owned their mistake and getting her reimbursed. 

  Regards,

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

• Initial Complaint

  08/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I traded my 2019 Jeep Cherokee Latitude 4x4 in to a dealership on May 24, 2024. On June 10th I had the dealership I bought my Jeep from assist me in contacting Mopar Vehicle Protection to Cancel my MVP plan or GAP coverage and was told my refund would be $674 and some cents. I was able to confirm with MOPAR at the end of June that my warranty was cancelled and that my check was mailed. If I didn't receive it in the next 10 days to call back and the check could be re-issued. I did call back and was told it would have to be reviewed to verify that the check wasn't cashed and that would take another 3-5 days to research if it had been cashed or not. and then probably another week to re-issue the check. When I didn't get anything I called again and was told that the research process takes longer than 3-5 days before it could be re-issued. Last week, on July 15th, 2024 I had my boyfriend call to get some answers since I was getting no where. He was told I would have the check in 7 days. I called this morning since I hadn't received my check. Today I was told the check still hasn't been re-issued. That I "should" recieve this check "in a week or 2". I'm a single parent and NEED this money and NO one will help me!

  Customer response

  08/19/2024

  The *** number for the vehicle is: *****************

  Business response

  08/28/2024

  *****************************,

  The original refund check was lost and a new check has been issued for $674.42. Please allow 7-10 business days for the check to arrive at home address.

   

  Thank you,

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

  MVP

  Customer response

  08/28/2024

  
  
  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 called this morning and was told the check had still not been re-issued and was given the same story about "I understand that you need this money and it's important to you, I will escalate this and will email you once I hear from the re-issue team." Your response is the same response I've been getting for weeks! Can you provide me with more information regarding the check? Is there a tracking number so I know it has actually been sent? If the check is in fact, actually mailed, yes this would resolve my complaint...but I've heard this for weeks, that is part of the issue. 
  
  Regards,
  
  *****************************

  Business response

  08/29/2024

  *****************************,

  
  The original refund check was lost and a new check has been issued for $674.42. Check # ******** was issued on 8/27/2024.

  Please allow 7-10 business days for the check to arrive at home address.

  Thank you,

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

  MVP

   

  Customer response

  08/29/2024

   

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me as long as I actually receive the check. I have been told in the past it was being sent and did not receive it. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

  Regards,

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

• Initial Complaint

  07/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a lifetime warranty on my brand-new Dodge Charger in May of 2013, at that time I was told that If I broke down I could take my car to a mechanic of my chioce and then seek reemburstment for any and all charges that were covered by the warranty, on 05/07/2024 my wife broke down exiting the I-10 freeway, I had the car towed to the nearest auto repair place that I was familiar with, they charged me $1,236.63 for the repairs. On 05/15/2024 I called and then e-mailed them a copy of the invoice, at that time the agent told me they would review my warranty and have a resolution in ***** days, I have called several times to get a status on my case and each time I get a run around from the agents, last time I called was today, 07/22/2024 and I was told the same thing, my case had not been compelted

  Customer response

  07/24/2024

  the *** for my car is as follows, *** *****************, Thanks for all your help, ***************

  Business response

  07/31/2024

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

   

  The reimbursement for repairs performed at ************** has been processed. The reimbursement amount minus the $100 deductible is $956.26. The spark plugs were removed from the claim as they are considered maintenance and not covered under the plan. Please allow 7-10 days for the check to arrive. 

  Mopar Vehicle Protection

   

  Customer response

  07/31/2024

  [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

  07/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On April 19, 2024, I sold a 2021 Dodge Ram to ******* Dodge in *******. They provided the documentation to MoPar to refund the remaining extended funds to me. By May 11, 2024, no check and a return to the dealer resulted in a phone call to Mopar. They sent the refund to the Bank (the vehicle was paid in full). The bank, provided the check amount, number and date it was returned to Mopar, since our account was closed. On June 12, 2024, Mopar stated the issued a stop payment and a new check would be sent. On June 28, 2024, Mopar advised the new check was reissued June 18 and to await two weeks. As of July 2, 2024, no check has been received and now MoPar says to wait a full 28 days. This company is horrible!.

  Customer response

  07/11/2024

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

  Business response

  07/24/2024

  BBB of Detroit & ****************

  The original refund check was lost. A replacement check was issued on 7/23/2024 and sent to  ************************; at **************************************************, 85259. Check Number:   ******** for $2726.11.

  Sincerely,

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

  Mopar Vehicle Protection

  Customer response

  07/29/2024

  [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:]
  After the head of finance for ******* contacted Mopar, we received this check made out incorrectly!  There is no bank involved.  The America ****************** loan was pad in January/Febuary.  I possessed the title when I bought the Hundai.  The loan account is closed with the bank and they should NOT be on the check.a Unsure is bank will accept it since it is made out to ************************* AND ********************************* is completely incompetent!

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

  Customer response

  08/01/2024

  After two trips to different banks, based on Mopar's incorrect payable line, we were finally able to deposit our refund check. This closes our complaint but MoPar Vehicle Protection is horrible

• Initial Complaint

  06/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have a Mopar protection plan for my 2018 Dodge journey it needs a ABS module I spoke to **** who told me that Dodge no longer have the part so I would have to go get the part and replace myself I would like Mopar to replace it or do something better than telling me that my problem

  Customer response

  06/05/2024

  Vin#*****************

  Business response

  06/07/2024

  Better Business Bureau of ******* & ****************
  *********************************************************** 100   
   ********************-4163 
   BBB case N0: 21794470
  Our File: 90260045
  Thank you for forwarding the complaint from *****************************.  According to our records case ******** the customer was advised that they would need to find an aftermarket part due to Dodge no longer making the part.
  Once an aftermarket part is located it would then need to be installed by the dealer.
  Stellantis will continue to honor any future repairs necessary per terms of the active factory warranty.
  Beat Regard,
  ***
  T0103P4
  Stellantis Customer Care
  
  

  Customer response

  06/25/2024

  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 sent out a message that I would work with Mopar  
  We are working on a solution but have not resolved the problem 
  Please don't close the case 
  
  Regards,
  
  *****************************

  Business response

  07/02/2024

  Better Business Bureau of ******* & ****************
  *********************************************************** 100  
   ********************-4163
  BBB case N0:21794470
  
  Our File: 90490108
  
  Thank you for forwarding the complaint from *****************************. According to our records case ******** the customer was advised that they would need to find an aftermarket part due to Dodge no longer making the part.
  
  Once an aftermarket part is located it would then need to be installed by the dealer.
  
  
  Stellantis will continue to honor any future repairs necessary per terms of the active factory warranty.
  
  
  Beat Regard,
  
  
  Jen
  
  
  T0103P4
  
  
  Stellantis *************

  Customer response

  07/02/2024

  [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,

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

*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. ↩