Complaints

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

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  Stellantis Canada

  P.O. Box 1621 Windsor, ON N9A 4H6

• 

  Stellantis Canada

  1 Riverside Drive West Windsor, ON N9A 5K3

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:31/03/2023

  Type:Product 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 late 2022, an inspection of our **** Patriot (w/ only 100,000 km) alerted us to an alarming amount of rust on the front cross member.
  
  They looked into it, and found FCA had placed a 10 year extended warranty (b/c they knew they created a faulty part) on the cross member. They recommended we reach out to FCA and ask why we were never alerted to the extended warranty (which really should have been a recall).
  
  After several painful calls, we found out that we were not alerted b/c they had incorrect vehicle ownership information on file. This meant that even though the 'extended warranty' was issued several years earlier, we were not made aware until AFTER the arbitrary extended warranty period expired.
  
  So, this led to many, many calls with FCA on a weekly basis to inquire about the issue, and to see if they would cover it (since we were not alerted to the extended warranty).
  
  At the same time, they deemed this a "safety issue", suggesting that we should never drive the vehicle until the repairs we made. They let us sit without a vehicle for nearly 4 months - with us calling several times a week.
  
  After all of this, they finally rejected our claim (without any written proof, for appeal process - which we have since requested multiple times).
  
  In summary... the team at FCA was neglectful during these last 4 months, not following up with us a single time (after promising more than 10 followup calls - we never received a single inbound call from FCA). They avoided speaking with us, refused to share case notes or call notes with us, and insisted that the decision was not theirs to make (and that there was 'no manager' to escalate to)?
  
  Overall, such a confusing, fraudulent, neglectful process. I would NEVER suggest a vehicle for them EVER again in my lifetime.
  
  In the meantime, if the car malfunctions any issues related to the cross members, we will take legal action against FCA and their neglectful staff.
  
  This is a fraudulent and neglectful business

  Business Response

  Date: 05/04/2023

  We appreciate you bringing this matter to our attention. As per our records the extended warranty for the crossmember has expired on this vehicle, however we are currently reviewing the concern and are working towards a resolution. 

  Customer Answer

  Date: 05/04/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting your response because we spoke on the phone this morning (around 8:45 am - 9:00 am ET) regarding this complaint, and your response was not satisfactory. I'll elaborate further in the letter provided below.

  ---

  Unfortunately, this is the first time in ~4 months that FCA has called me (inbound call). This makes sense since we only received the call because we made a public complaint with the BBB (the purpose of your inbound call). Prior to, there were multiple promises from your company (over the last 4 months) that you would call me back related to my concern, and we NEVER received a single inbound call OR email (I encourage you to speak to our case manager - the call recording are quite concerning). As a result, we had to call in every 1 - 2 weeks, trying to dissect what was happening. Every call was a disappointment - pretty much every response was an excuse, lie or outright fraudulent claim.

  
  Regardless, FCA (you) took the time to reply to our BBB complaint, which was pleasantly surprising to us. You called us this morning (April 5), to which we returned your call between 9:45 and 10:00 am ET. You answered the telephone call (thank you), and shared that FCA was now 're-evaluating our case'. I questioned further, explaining the FCA had already declined our request, to which the response from FCA (you) included a few concerning elements (listen to the call recording to validate);

  1. FCA lost our 'file' (this was after they declined our claim, refused to provide anything in writing upon request, and then magically lost everything - curious what a search warrant would turn up...?)

  2. "FCA can only reimburse for FCA authorized (i.e. Jeep) dealership repairs" - For obvious reasons (due to fraudulent and neglectful acts from FCA), we decided to use our own mechanic (Midas) to complete the cross member repairs (this was after FCA declined our request to cover any of the costs). Naturally, our **** was in the shop with Midas (Burlington, Ontario) over the last 2 days to repair the cross member problem (and of course, FCA contacted me this morning, after the repair was already being completed, to magically disclose that the repair would be covered... EXCEPT, it needed to be completed by an FCA authorized dealer). I was willing to follow the process of going with a **** Authorized Dealership before (Unique Chrysler, Burlington), but after discovering **** would not cover the repair, of course I went with my trusted mechanic (who has never fraudulently messed around with me like FCA has).

  3. "FCA is not responsible since it's beyond the 10 year extended warranty" - Oddly, when I disclosed that we had already proceeded with the repair with our trusted mechanic, FCA retreated back to their typical response of 'FCA will only cover repairs within the 10 year warranty period'. Again, this is very odd considering that FCA themselves knew this was a safety issue, and decided to make it a 10-year extended-warranty (which we were never alerted to) instead of a recall (which is legally required since the Unique Chrysler [Jeep] dealership deemed the faulty cross member as a safety issue - requesting that we not drive the vehicle until the repair was completed). Meanwhile, FCA made us wait ~4 months for a decision - which ended up being 'no'... which they later decided was 'yes' (only because we submitted a BBB complaint). 

  Summary of Chronological Events

  1. FCA rejected our claim after several hours (over several months - 4 months, we submitted back in November 2022), to repair the cross member, despite that they knew the part was faulty;

  2. The **** dealership confirmed (which FCA made us go to), upon inspection, that the cross member problem was a safety issue, and that we should not drive the vehicle until the cross member was repaired;

  3. We left the **** in a paid parking spot ($100 per month), without being able to drive, while we waited for a response from FCA (to which we got no response until the very end of March 2023);

  4. The response stated that FCA would not cover any costs, despite the fact that they made a faulty part, which they knew about, and the vehicle was only 1 year beyond warranty (which they knew about - and they definitely know the part would show decaying signs prior to 2022 - when it was still within warranty);

  5. FCA was aware that we bought the vehicle in 2017, and they had outdated ownership contact info from around 2011 (in Quebec, understanding that we were never alerted to the extended warranty - if we were, we would have brought the vehicle in ASAP);

  6. There's more details I can share (and happy to if FCA does not comply).

  ---

  Request from FCA

  We're now repairing the vehicle with our own mechanic. We are using OFFICIAL **** purchased parts (you are legally entitled to see that our mechanic at Midas, Burlington purchased your official **** cross member part within the last few days). We're only asking for one simple request;

  PAY FOR THE REPAIR (to a maximum of);

  1. The amount you would pay your authorized FCA dealership for both parts and labour of the cross member (our indication is that this should be within the approximation of $3,000 to $4,000 based on verbal quotes provided by the **** dealership).

  Thanks for your review of this concern,

  
  Bradley Bruder

  Business Response

  Date: 13/04/2023

  We appreciate you bringing this matter to our attention again.
  We have advised the customer that the extended warranty X69 for crossmember has expired since April 28 2021 on this vehicle. 
  We have advised the customer that within the warranty limit FCA Canada will not hesitate to assume the crossmembers repair costs. However, after the warranty terms have been exceeded, any charges are the responsibility of the vehicle owner. 
  Following the customer's complaint, FCA Canada was willing to review for assistance strictly as a goodwill gesture under the condition that the repair is performed by a FCA dealership. However, the customer chose to have the vehicle repaired by an independent facility. 
  We recommend that all repairs, including those not covered by warranty, be completed by a FCA dealership This offers us the opportunity to review the circumstances and the possibility of goodwill assistance. Regrettably, the use of an independent facility for vehicle service precludes any assistance from FCA Canada. 
  While we regret we could not provide a more favorable reply, we hope our customer can appreciate our position.

• Initial Complaint

  Date:29/03/2023

  Type:Product 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 New ***** *** Truck 20/Nov/2020. Warranty book issued with the truck says that on all warranty issues try the dealer, (**** ***** *****) Paris Ontario to resolve the issue, did so and discuss the issue with the dealer. I did so over the last 2 weeks in October 2022. Issue was Passenger running board stayed deployed which allow it to hit a curb.) From the appearance ****** agree that it had to be deployed in order to have been torn off the way it was. ***** advises he contacted ********. Its not covered under warranty according to them. I had them try again and they insisted it wasn't covered. They the dealership again agreed that the only way it could have happened was if it was deployed and had not retracted. I then followed the second step and contacted the Customer assistance Centre in Windsor as the book required. They refused to cover the cost of the repairs. The warranty book says if still not satisfied contact ****** which is an arbtration service for warranty complaints. The ****** person said ******** had withdrawn from ****** Effective end of December 2020 one month after I had bought the vehicle so arbitration was no longer available I called Customer assistance again and they replied they no longer belonged to ****** so arbitration was not available and they would not cover the cost of repair. Regardless of what the outcome of arbitration would have been they have withdrawn the warranty so that there is no arbitrator. They have broken their own declared warranty for me and hundreds of other persons who bought vehicles in 2020 and they were selling 2021 vehicles that probably still had that in their warranty books. How can they just withdraw a provision in their warranty without contacting their clients. I bought the vehicle in good faith with that provision in the warranty that I bought and paid for. Repairs for running board parts and labor were $1291.47 plus HST. The Dealer will have all the documents and a record of the service.

  Business Response

  Date: 04/05/2023

  We appreciate you bringing this matter to our attention.  Our customer has been contacted and notified that there is no hesitancy on FCA's part to comply with the provisions of the warranty; however, as noted in the warranty information booklet, coverage applies to factory defects only. Damage or failures attributed to any other source are customer's responsibility. 
  We have also contacted our dealership that indicated that the customer no longer had the running board and they were not able to inspect it to determine the cause of the failure. Without a proof of a defect the repair cannot be covered under warranty. 

  Customer Answer

  Date: 05/05/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:they are arguing about the lost running board. The complaint is about there denial of the part of the warranty that allows for arbitration. There is no arbitration available from the group they belonged to and has left me with a part of my warranty that was unilateraly revoked   
  
  
  
  Sincerely,
  
  
  
  **** ****

  Business Response

  Date: 09/05/2023

  We appreciate you bringing this matter to our attention again. We have advised the customer that FCA will honor the warranty in case of an identified defect. However, if the running board is not available for inspection FCA is not able to identify the cause of the concern and unable to apply warranty coverage without a proof of a defect. 
  FCA Canada informed ****** of its decision to withdraw from the national prog*** effective December 31, 2020. While FCA Canada recognizes the value of a voluntary arbitration prog*** that is able to efficiently and effectively resolve disputes between consumers and manufacturers, the Company remains of the view that the improvements required to carry out the full spirit and intent of ****** have not been realized.
  FCA Canada will continue to honor the warranty as per the terms and conditions described in the warranty manual. 

  Customer Answer

  Date: 12/05/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  Sincerely,You say you withdrew from ****** on Dec 31 2020. You must have known by November 20, 2020 when I bought the vehicle that you were withdrawing from ****** but sold me a vehicle with Arbitration by ****** listed in the warranty with no notification. What do I have to do to get you to live up to your warranty as listed in the warranty book provided by your dealership.  Two more issues have arisen. One is a problem of a wheel rubbing on something in a hard turn. I told the dealer about it at my last service and the service manager said they would have a look at it.  The other issue is an on again off again problem with the computer system that has the GPS taking me to the wrong location or directing me in the wrong direction, changing back and forth between instructions in MPG  and Km randomly, re setting the selected channels on the dash for radio stations, dropping channel's listed and replacing them with different channels. In ability randomly to imput an address for GPS. Inability to cancel a route guidance  and its so persistent  I have to pull off the road and shut down to clear it and sometimes that doesn't work unless I'm home and leave the vehicle sit overnight.
  
  While my vehicle was being serviced the owner **** ***** called me to his office and verbably berated me accusing me of costing him thousands of dollars yelling and screaming and ordered me off the property and told me I would be tresspassing if I came back. His voice was so loud he wouldn't allow me to speak and said it was because of my complaints. He was loud enough people at the other end of the dealership heard it all. I paid my bill took my vehicle and left after paying for the service. Service Manager no where to be seen, staff at the service desk visibly up set and another person who was waiting for his vehicle asked me what that was all about. Now you tell me what I should do. Neither problem was addressed in service. **** ****
  
  **** ****

  Business Response

  Date: 16/05/2023

  We appreciate you bringing this matter to our attention again. Customer was advised again that FCA Canada will honor the warranty in case of an identified defect. However in the absence of an identified defect the repairs can't be covered under warranty. We have also documented his complaints against the dealership for internal review.
  If there are other issues with the vehicle the customer may go to any other FCA dealership for a new diagnosis. If manufacturer defects are identified the repairs will be performed in accordance with FCA warranty regulations.
  Customer was advised that the ****** prog*** was not part of FCA's warranty and the vehicle warranty stays the same even if FCA Canada is no longer part of this program. FCA's participation in the prog*** was voluntary and it was not a warranty obligation.

  Customer Answer

  Date: 17/05/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  Sincerely,It clearly states in the warranty book provided with that vehicle “If you are still mot satisfied after following the three steps onnthe previous page you have yet another option”. Clearly that makes arbitration by ****** part of the warranty in plain English. They say there is no identified problem so there is no possible Arbitration The dealer and customer assistance are ignoring that the identified problem is a faulty computer   system that allows the retractable running board to stay DEPLOYED long after the vehicle is put in motion on several occasions I have exited my house to see the running board deployed. Doors locked no debris on the running board nothimg holding it from retracting.  Also on several occasions after pulling away and driving for a while I hear the drivers side running board retract. It is plainly obvious that the system does not work properly. On several occasions when coming off a high soerd highway where the truck lift has been in aero it fails to return to normal which makes the deployed running board lower than it should be. There in plain English is the issue. That was all explained to the dealer and he asked me not to mention the board being found in the deployed position in the morning as I approach the truck .  The dealer was informed of all of the problems. The service manager was informed of all of the problems . There is an ongoing faulty sensor or something causing that issue and the local dealership realizes it. Now they are mad at me for complaining? What am I now supposed to do??  When the Tail gate is down there is a notice that appears on the dash. When the running board(s) are deployed there is no notice that they are out as its supposed to be automatic.  
  
  
  
  **** ****

• Initial Complaint

  Date:23/03/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received a warranty extension notice from FCA about the extension of warranty from 3 years to 15 years on driver and passenger sliding door power lock actuators as they might become inoperable, which was the case for me. When the problem occurred, I advised dealership and they said it was not covered under warranty. This was a safety issue as my family could not get in and out of car, as eventually one door could not be opened at all. The warranty extension notice advised that if I had work done, which I had, to submit receipts via their claim process (which I did). They denied the claim saying it was because I did not have the work done by authorized dealer. Given it was outside warranty, why would I have gone to dealer? At the time I got the work done, it was not warranty work (FCA reason for denial was that it requires warranty service to be performed by factory-authorized service dealer). I appreciate if this was drive train, but I was advised it would not be covered under warranty and needed to get the work done to restore safety to vehicle. ******** **** and FCA are not standing behind their product and I am out of pocket 1062.20 to pay labour and parts since June 2022 for what is the result of fault in manufactur.

  Business Response

  Date: 23/03/2023

  We appreciate you bringing this matter to our attention. We have advised the customer that FCA Canada, like most other manufacturers of consumer products, requires that warranty service
  be performed by a factory-authorized service facility. Our intent is not to complicate matters, but to protect the customers, as well as us, from unnecessary or improper repairs. This also allows us to monitor
  warranty repairs and provides the opportunity to have the vehicle inspected prior to service being performed. As per our records the extended warranty X98 (power door lock actuator) was issued on November 17, 2021 and a notification was sent to the customer. The customer had the repair done at an independent facility in June 2022, long after the extended warranty has been issued. Under the circumstances, we are unable to reimburse this repair.

  
  

  Customer Answer

  Date: 30/03/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because the letter extending warrantee said to submit receipts if work had already been done, which it had.  The letter was not dated.   Again at the time I received the letter the work had been done and I was under the belief that the warranty was still the original 3 years an not the 15.  ******** **** should stand behind the faulty doors, which were fixed to address a safety issue.
  
  
  
  Sincerely,
  
  
  
  ****** ******

  Business Response

  Date: 30/03/2023

  We appreciate you bringing this matter to our attention again. We have contacted our customer to reiterate our position. While we regret we could not provide a more favorable reply, we hope our customer can appreciate our position. 

  Customer Answer

  Date: 31/03/2023

  
  
  Complaint: *******
  
  
  
  I am rejecting this response because ******** **** is still not standing behind the fault parts.   When I called and asked if my locks were still covered under warsmtee the answer was no (the car was over 3 years at that time).  Had they told me it was covered I would have brought it in for warranty work and would not be out of pocket.  The extension notice was after original warranty period lapsed, so I had to get it fixed immediately given the safety issue it caused.
  
  
  
  Sincerely,
  
  
  
  ****** ******

• Initial Complaint

  Date:21/03/2023

  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 brand new ***** *** 1500 pick up truck , and after a month from the purchase the front bumper paint coming off significantly .
  I brought back the truck for inspection, they took pictures of the paint and they sent to the FCA Canada who reviewed the photos and they make a decision over the phone saying stone chips .
  The main time the store manager also didn't agree 100% with the decision because thats more than just a stone chips , and of course we talk about only 3 weeks of usage of the vehicle...
  Now it's been 1 year and the bumper has only white dots and keep coming off the paint and I have asked them to please check the car again , and they just keep saying there is nothing to do about it .
  86.000$ car and the bumper paint coming off , it's just very frustrating unfortunately.
  I don't know what's the next to do , that's why I'm contacting BBB to see maybe we can do something .
  I'm only asking them to take another exam and check the car and fix it if it's a default or defect product.
  Thank you and have a nice day !

  Business Response

  Date: 21/03/2023

  We appreciate you bringing this matter to our attention.  Our customer has been contacted and notified that there is no hesitancy on FCA's part to comply with the provisions of your warranty; however, as noted in the warranty information booklet, coverage applies to factory defects only. Damage or failures attributed to any other source are customer's responsibility. 
  The customer was advised that he can go to any FCA dealership to have a new diagnosis on his vehicle. However if the concerned is not caused by a manufacturer defect the repairs will not be covered under FCA warranty. 

  Customer Answer

  Date: 16/05/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:** * ** **** ** ***** ***** *** * **** ***** **** ** **** * ****** ** *********** ***** ** **********
  *** ******** *** * *** ******
  ******** * ***** ***** 
  ** ********* **** ****** ** * *********
  *** ********* ***** ** ***** *** **** ***** ********
  ** **** *** ****** * ******* ** ******** *** **** ****  ** *** * ***** * ******* ******** *** ******** **** *** ****** * *****

  I brought my vehicle for an inspection .

  The inspection was done by March 21 by the store manager, he took some photos with his Iphone and he said he will forward those photos to FCA canada.

  I waited for a call or email or answer but after 2 weeks I decided to call them to ask , how is my file or did he get back any answer.

  The store manager had no idea who I was or what I wanted , and after a while he said yes he remembered but he hasn't sent anything to FCA Canada. 

  I told him no problem , so I waited again until last week, and I had to bring my car to service so I asked them about the photos or if they have any news .

  Apparently they have changed the service manager and the new manager again has no idea who i am or what has to be done .

  This dealer is DUCLOS Mercier ***** in Montreal Quebec .

  I would like to follow up with them because they don't return my calls or they don't provide any information. 

  The paint has a problem unfortunately because it's coming off significantly. 

  I just would like to someone look after this case because is very disappointing. 

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

  Business Response

  Date: 17/05/2023

  We appreciate you bringing this matter to our attention again. We have contacted the dealership and they indicated that they don't have the photos and the customer would have to book another appointment and to return to them for diagnosis. We have advised the customer to return to the dealership. We have advised the customer that there is no hesitancy on FCA's part to comply with the provisions of your warranty; however, as noted in the warranty information booklet, coverage applies to factory defects only. Damage or failures attributed to any other source are customer's responsibility. 

• Initial Complaint

  Date:09/02/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a new 2022 **** Compass 6 months ago and one month after my radio started to have issues I've been bringing it to the dealership and they've been very supportive but it's now been 6 months and more and they can't seem to fix the issue. They did recently changed the radio once and that one broke within 20 min. I'm sill without a radio that I paid extra to have the upgraded version of the radio when I bought this vehicle. No radio means no sound which means no turn by turn direction no Bluetooth capability and no emergency communication in case of an emergency.
  
  My dealership went the extra mile and I'm very thankful for it but I am still without a proper functioning radio after more than 6 months.

  Business Response

  Date: 09/02/2023

  We appreciate you bringing this matter to our attention. We have contacted the customer and advised that FCA is working on a fix and a software update will be deployed soon to resolve the radio concern. FCA Canada is committed to supporting the efforts of our authorized dealer body to address any confirmed vehicle deficiency. 

  Business Response

  Date: 21/02/2023

  We appreciate you bringing this matter to our attention again. We have contacted our customer to reiterate that the software update is being released in stages and it will be sent to his vehicle soon. FCA Canada  is actively working to fix the concern.  While we regret we could not provide a more favorable reply, we hope our customer can appreciate our position. 

  Customer Answer

  Date: 22/02/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: it's been 6 months since the start of the issue and multiple supposed updates were the answer.. Now again this update is supposed to fix everything but yet I'm still without a properly functioning vehicle going on 7 months and counting.. After this update there will probably be another update to fix that update that didn't work.... 
  
  
  
  Sincerely,
  
  
  
  ****** *******

• Initial Complaint

  Date:31/01/2023

  Type:Product 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 want to file a complaint against the Woodbine ******** Dealership in Markham, ON, Canada and FCA Canada.
  The problem is that this dealership put a restriction notice for my 2019 *** 5500. 
  I brought them the vehicle on a tow truck as it was in the limp mode and there was a message saying service the DEF system, see Dealership and this was the closest location to me. After examination they said that DEF needs to be serviced/replaced and this is covered by the warranty. I agreed to it and the next day I received a call from them saying they found a diesel in the DEF and now it won't be covered by the warranty and I have to pay $4600 for the whole system replacement. They said they found some codes that state the diesel is there. They refused to provide me with any information on the inspection done except the receipt that I had to pay for their service to "inspect the vehicle".
  The next day I came to the dealership and asked to explain me the situation and the person at the counter gave me the list of codes from FCA that mean that DEF is not covered by the warranty. When I asked for the list of codes from the vehicle there was not a single code matching the list. So then I am asking the question about this and they told me something like "there was no code, we just noticed diesel when we opened the DEF pump". So now there is difference in their arguments that I have been told before vs. what they told me in person. This makes me think that something ridiculous is going on. And obviously I start to ask more questions like how do you know about the diesel, how can it get there as the def tank and the diesel pistol at the station are not even a fit and how did they determine the diesel in the tank without running any tests.. Then I have decided to take my vehicle to another dealership as I don't feel confident in having them take care of my vehicle and at that dealership they told me that there is a restriction notice on this vehicle. By the way they didn't tell me anything about diesel in the DEF and the truck was towed there right from the Woodbine dealership.Than I called FCA Canada to figure out the reason of the restriction and explained them the situation. For your reference case number ********. After a week without any updates (as well my work vehicle is not drivable and sits at the other dealership, so I can't even work) I have to call myself again to the FCA Canada to find out that the dealership at Woodbine put this notice and they can't do anything about it. 
  I need someone to figure out this situation and either rectify the decision or at least show me the report on what test been done to determine the issue and how without the test or codes it was determined the presence of diesel.

  Business Response

  Date: 01/02/2023

  We appreciate you bringing this matter to our attention. Our customer has been contacted and notified that there is no hesitancy on FCA's part to comply with the provisions of your warranty; however, as noted in the warranty information booklet, coverage applies to factory defects only. Damage or failures attributed to any other source are customer's responsibility.
  The DEF concern was reviewed with our dealership and the specialists from FCA Canada. They determined that the damage to the system was not caused by a manufacturer defect and the repairs are not covered under warranty.

  Customer Answer

  Date: 02/02/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  

  Nothing was made to rectify the process of the estimate done by Woodbine ******** dealership. No explanation of why the 3 statements from the dealership about the issue were different (first they said it's covered by the warranty, then that codes show diesel presence in the def, and when on the spot asked about it no codes were showing any diesel presence it was only their visual observation). Other dealership didn't notice any diesel presence in the def and priced out the repair being more than 2 times cheaper.

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

  Business Response

  Date: 07/02/2023

  We appreciate you bringing this matter to our attention again. We have contacted the customer and advised that the dealership has reviewed the concern with the specialists from FCA and they determined that the damage to the DEF system was not caused by a manufacturer defect and repairs are not covered under warranty. We have also advised the customer that we have documented his feedback regarding the dealer.  Although, FCA Canada dealers are independently owned and operated, dealers do sell, and service our products; hence they represent FCA Canada as the manufacturer.  We can certainly document the complaint about the dealership for internal review. 

  Customer Answer

  Date: 15/02/2023

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is not satisfactory to me, but looks like the FCA has no control over the dealerships and they can do whatever they want
  
  
  
  Sincerely,
  
  
  
  ***** ********

• Initial Complaint

  Date:19/01/2023

  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.

  We are a Canadian Military family posted to the United States on Official Orders. ** ******* ****** ** *** ******** ****** ** **** * *** ** **** ******** ********* *** ****** **** *** ******** ***** ****** **** *** ******** ******* ** ******** ** *** ****** ******* After contacting both Canadian and US customer service several times, our warranty is not being honored as stated. In July 2022, our 2020 Ram 2500 needed 3000$ of warranty work completed. Luckily the dealership in the US honored their word and performed the warranty work without reimbursement. Our truck currently needs more service work to be completed and we are being told that our warranty is voided because it is imported to the US, even though the warranty manual clearly states that we are exempt from our warranty being voided due to being Military members on official orders in the United States. As we are stationed in the US for 3 years we were legally required to import and register the vehicle in the US.
  
  Due to these issues we have had with this vehicle, we have been forced to utilize rental vehicles as we try and navigate this warranty issue. Customer Service has provided no assistance even with several phone calls, hours on hold and case numbers open.

  Business Response

  Date: 20/01/2023

  We appreciate you bringing this matter to our attention.  Customer was advised that we are currently reviewing the matter. We will follow up with the customer once we have updates. 

• Initial Complaint

  Date:12/01/2023

  Type:Product 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.

  The new van came with a defective seat cover, the dealer replace the cover with a incorrect cover, and promised to replace the cover with the proper part when the manufacturer sends them one, they received a new cover from the manufacture, the replaced cover was having issues at the stiches, it was improper stitching, the dealer says this is not a defect, i complained to FCA Canada they said this is not a defect, if anyone see the seat cover they will say this is not proper and is defective.
  I am attaching some pictures for you to view, as the defect in stitching at the seam is clearly visible

  Business Response

  Date: 17/01/2023

  We appreciate you bringing this matter to our attention. Customer was advised that there is no hesitancy on FCA's part to comply with the provisions of the warranty; however, as noted in the warranty information booklet, coverage applies to factory defects only. The seat cover concern was reviewed with our dealership and our FCA specialists and they determined that the seat cover is within FCA standards and there are no defects and no repairs are required. 

  Business Response

  Date: 20/01/2023

  We appreciate you bringing this matter to our attention again. The seat cover concern was reviewed with our dealership and our FCA specialists again and they confirmed that the seat cover is within FCA standards and there are no defects and no repairs are required. While we regret we could not provide a different reply, we hope our customer can appreciate our position. 

  Customer Answer

  Date: 24/01/2023

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  the picture of the seat cover clearly shows, the stitching is not proper at the seams, how can a brand new seat cover be like that, if it is suppose to be like that than ******** has to change covers in every car, the cover has to sit flat not the way it sits in my ********, I mean please ask ******** to look the seat covers in the car and confirm if they are looking like the one in my Pacifica, the cover looks as if it is 10 yrs old, my 10 yr old car leather seating did not have that type of issue. 

  ******** has to own up and change the cover
  
  
  
  **********
  
  ****** *****

• Initial Complaint

  Date:09/01/2023

  Type:Customer Service 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 March 4th 2022 I went to Vancouver from Victoria on BC ferries leaving my ******** ******** 2018 in the BC ferries car park. When I returned on March 6th my car was dead and had to be jumpstarted. I went abroad on March 12th 2022 and arrived back on April 1st to find the car dead again. On taking it to my local dealership they said the battery needed replacing, so we replaced it. On August 16th I parked my car at The ******* hotel Vancouver airport and went on holiday. Arriving back off holiday on the 31st August we found the car with another totally flat battery. The batteries were replaced again and the car was taken into out local dealership ****** ***** Victoria BC repeatedly but they could find no parasitic drain and suggested that the previous replacement battery had been faulty. New battery was installed. Dec 15th 2022 - took car to local garage to get battery checked before driving to Seattle. Battery is in excellent condition. Drive to Seattle on 19th Dec and park at ******* ****** ****** airport. Car is left there until we return from holiday on Jan 4th 2023. Once again battery is totally flat, and once again we had to replace it. This is our 4th battery in less than 12 months and no one can find the problem. I have a car that can’t be left undriven for more than a few days without having to replace the battery.,

  Business Response

  Date: 12/01/2023

  We appreciate you bringing this matter to our attention.  We have attempted to call the customer to review the concern.  We weren't able to reach the customer yet. We do not provide assessments or technical assistance by correspondence or over the phone. Any technical information from FCA Canada is distributed to our dealer network.  The customer will need to bring the vehicle to a FCA dealership that can work with FCA's technical support team to resolve the ongoing battery concerns. 

  Customer Answer

  Date: 12/01/2023

  
  
  Complaint: 18703870
  
  
  
  I am rejecting this response because the vehicle is once again with ****** ***** and I am once again without a car. In addition, I am out of pocket for 3 main batteries and 2 auxiliary batteries that no one seems to want to reimburse me for. ****** ***** cannot find a problem with the car so goodness knows when I'm going to get it back. 
  
  
  
  Sincerely,
  
  
  
  Debbie Morton

  Business Response

  Date: 13/01/2023

  We appreciate you bringing this matter to our attention again. We are currently in communication with the customer and our dealership and are working to have the vehicle fixed. We have advised the customer FCA Canada will not hesitate to offer warranty on Mopar parts, however FCA Canada is not able to cover any repairs done with aftermarket parts.  

• Initial Complaint

  Date:03/01/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have a 2016 *** 1500 ECO Diesel truck. FCA has failed to resolve recall issues. I have several recalls on the engine in the vehicle I bought that can lead to a complete failure of the motor or fire and FCA has no parts and or practical solution to the problem. The vehicle is 7 years old now it has 42,000 KM and I'm afraid to drive it as it can suffer from a complete engine failure or fire. Either situation is dangerous and would lead to excessive cost or loss of vehicle. All the issues listed are understood to be true and document in the recall notices sent to all owners of these diesel trucks as actual safety hazards in the recall and or known failures. Although FCA says it has a (repair) for one recall the EGR cooler fire issue it is documented by owner's to cause a sever hesitation no throttle response situation's creating extremely dangerous driving. Customers in the USA have been compensated in a nation wide lawsuit but nothing for the owners of the identical product in Canada. The whole product marketing of the truck engine was know and proven deception that led to the lawsuit and penalties imposed in the USA. The manufacture is failing to come up with parts and or a timely repair for my vehicle to keep it safe for reliable use. I would like them to buy it from me at market value or replace the truck with another equal valued truck with no safety issues. FCA has not acted in good faith with owners of these trucks in Canada or made timely efforts to ensure the safe operation or reliability of their product.

  Business Response

  Date: 04/01/2023

  We appreciate you bringing this matter to our attention. We have advised the customer that the parts and remedy are available for 6 of the 7 outstanding recalls  on his vehicle. Customer was advised to contact a FCA dealership to complete the recall repairs. FCA Canada is working to obtain the remedy and parts for the 7th recall and will send a follow up recall letter when the remedy becomes available.  FCA Canada will ensure that the vehicle is repaired as per FCA standards however FCA Canada will not replace or buyback the vehicle. 

  Customer Answer

  Date: 06/01/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: FCA acknowledges the defect in the high pressure fuel pump and that the pump is unreliable as noted in the recall but refuses to do anything about the matter unless the pump fails. When the high pressure fuel pump fails it causes a catastrophic engine failure due to metal parts from the pump being sent into the engine. FCA refuses to acknowledge the need to replace the fuel pump before the imminent failure that would cause a unsafe situation during a complete loss of power to the vehicle. FCA acknowledges the problems with the high pressure fuel pump but refuses to give any indication that they have procured new pumps and refuses to acknowledge if they ordered the parts to repair the vehicle. FCA has made clear its intent on letting the fuel pump fail before a remedy is offered. FCA refuses to bring the vehicle in for repairs. FAC refuses to provide timeline for replacement parts. FCA refuses to repair a known recall defect in my vehicle which can cause a unsafe situation until the vehicle is rendered inoperable or someone is possibly injured. FCA refuses to repair the defect which they acknowledge can cause a dangerous event and have potential life threatening situation. FCA refuses to repair the problem of the eventual failure of the high pressure fuel pump decribed as being defective or unreliable in the service recall. FCA refuses to repair the vehicle until the customer is stranded and left without a recourse but to be at the mercy of FCA to repair the vehicle. FCA has is acting in bad faith in a know situation that could cause bodily harm to the operator of the vehicle and anyone in or around the vehicle during a failure. FCA  refuses to fix a known defect unless it is under their terms and at their convenience and discretion regardless of the hardships in may besiege upon the customer due to loss of income personal well being or mental duress. FCA is not acting in good faith they are trying remove themselves after identifying and admitting a part or product that is deemed (defective). I am still requesting  the defective fuel pump described in the recall of my vehicle replaced in good timely fashion by FCA like any other defective part identified in previous recalls on my vehicle. Every other recall on my vehicle that a part is deemed defective I was offered a replacement part installed at no cost. I expect nothing less from FCA in this situation, a defective part has been identified and it need replacement as described in FCA recall
  
  Sincerely,
  
  
  
  ******* *****

  Business Response

  Date: 09/01/2023

  We appreciate you bringing this matter to our attention again. However, we have contacted the customer and advised that FCA intends to repair the recall Z46 (high pressure fuel pump) free of charge (parts and labour), however, the part and the repair procedure required to provide a permanent remedy for this condition is currently not available. FCA is making every effort to provide the part as quickly as possible, and will send another recall notice in the mail when the remedy part is available.  Customer was also advised that in the meantime if there are any issues with the high pressure fuel pump to visit any FCA dealership that will perform a diagnosis and an interim repair until the recall remedy becomes available.