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:21/12/2022

  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 February of 2022, I purchased a *** 1500 Limited truck with less than 24000 kms from a FCA Islington DEALERSHIP at 5476 Dundas Street West, Toronto. The *** ****** who did the paperwork tried to sell me things I explicitly said no to and did not give any consent to all the charges. After several weeks they gave me a small refund but not full amount of incorrect charges. This lady even told me they will increase my interest rate if I don’t take all of the add ons and warranties. I told her I am being manipulated into and forced to buy all these things. She said what if Truck breaks down after basic warranty and tried to scare me. Now I haven’t even driven this truck for 15000 kms and truck is completely useless and is not working for over a month in less than year of purchase. Local dealership in Sarnia does not have any spare parts to fix the truck for another month they said. Truck is sitting in parking lot as it can not be driven without alternator generator and start up hybrid kit. This happened a day after my basic parts warranty expired. I want a full refund or a settlement or an exchange. I cant go to work without my vehicle and I am paying 1280 dollars plus insurance on a this 2020 Limited top of the line Ram1500 truck. The lady who sold me this truck said this truck was never sold to anyone other than father of owner of dealership and mostly sat in dealership for two years. How is newer top of the line truck just completely broke down useless un driveable in less than a year less than 15000 kms driven and total kms are 35000 only still. Please help

  Business Response

  Date: 23/12/2022

  We appreciate you bringing this matter to our attention.  We attempted to contact the customer and left messages and advised that FCA Canada  is making every effort to provide the part as quickly as possible and FCA is working with the dealership to repair the vehicle. The factors influencing our inventory are many and include supplier availability, storage capacity, and part demand.  These factors are continually reviewed to ensure optimal combinations; however, there will inevitably be some delays, which we may not be able to modify.. However, FCA Canada is not able to refund or exchange the vehicle. 

• Initial Complaint

  Date:14/12/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I took Delivery of a *** 3500 Diesel with the ***** Transmission in early August . Bought from ******* ********. Got it outfitted for work with racks/tool boxes. 3 weeks later the transmission stopped working properly.
  3 weeks later they were still trying to decide what to do with it. Nobody called me, i needed to push them along.
  They ordered a transmission but could not give me a date. I needed to call them again for a date. They said Dec 1st it would arrive & a few days to install. I called Dec 6th & nobody could answer me about anything to do with it. Said they would call me back & never did. I ended up calling them back & some receptionist had to find out. She let me know it would be now Dec 19th & 4 or five days to install. Well that would be Christmas & 16 weeks from when I took it in. My company( ** ******* ***) has been paying me a lease on the vehicle & the insurance ( about $900 a month) I am president of the company & am driving a **** **** **** *** as a rental will not have capacity for tools & ladders. There is only 2,100 kms on the truck & I asked them to restart the warranty as I am losing my warranty in their parking lot. They have thus far refused with no response from Fiat ******** Canada either who I also talked to. The lack of response indicates to me that they are going to do nothing for me. First off I need someone to actually connect with that cares, second I need my warranty restarted, third option is either legal action of the news media. ** ** * **** *** ***** ** ** ******* ** ********** * *** **** ******* ** **** **** ** ** ********** ********** *** ** ***** * **** ********* ** ******* ***** ** **** ** ***** ***** ******* * ***** * ***** ****** ******

  Business Response

  Date: 19/12/2022

  We appreciate you bringing this matter to our attention. We are currently in communication with the customer and are working with our dealership to obtain the part and to fix the vehicle.  FCA is making every effort to provide the part as quickly as possible.  However, the factors influencing our inventory are many and include supplier availability, storage capacity, and part demand.  These factors are continually reviewed to ensure optimal combinations; however, there will inevitably be some delays, which we may not be able to modify. 
  
  

  Business Response

  Date: 04/01/2023

  We appreciate you bringing this matter to our attention again. We are currently working to obtain the parts and to repair the vehicle as per FCA standards. The customer was advised that FCA is making every effort to resolve this concern.

  Customer Answer

  Date: 04/01/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: they are still not addressing my issues about future warranty & loss of warranty months 

   All they are doing is apologizing. Even when they phoned me.

  They tell me parts came in last week but I still do not have a truck 

   They need to restart my warranty as I only have 2,117 kms on a 5 month old truck 

  Example: Brakes warranty 25,000 kms or 6 months. Now that it has sat & they are all rusted is that fair to only give me 2 more weeks on my warranty

  The same goes for electrical, & batteries which have been dead for 3 months in sub zero weather

  Their own warranty clasifies a reasonable time as 30 days as does the government of Canada

  4 months is not reasonable & I'm not asking for anything other than what I was promised with a new truck
  
  
  
  Sincerely,
  
  
  
  **** *********

• Initial Complaint

  Date:01/12/2022

  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.

  Had to sell our **** ***** ******** (due health and financial) an extended warranty was purchased at the cost or approx $4500 when we bought the vehicle. I am unable to cancel the warranty, the warranty stays with the vehicle not the person who purchased it. The warranty will not be advertised or used as the Dealership sells their own. I’ve asked the FCA to provide me with a pro-rated refund. My emails have been ignored. The dealership it was purchased from blatantly says no. I was never made aware it was not cancellable… although I never thought I would be in the situation I’m in either.
  
  Seems very ridicous

  Business Response

  Date: 01/12/2022

  We appreciate you bringing this matter to our attention.  We have advised the customer that as per the service contract -extended warranty terms and condition the plan cannot be cancelled and refunded after more than 60 days since the purchase date. As per our records the plan was purchased in January of 2022 and is past the 60 days so it cannot be cancelled. We have offered to send a copy of the terms and conditions to the customer. 

  Customer Answer

  Date: 01/12/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I wasn’t ever told I could not cancel, although I didn’t think I would be in this position where I had to cancel. The amount paid for the warranty isn’t a small amount, and that warranty will never be used. How is that a fair, responsible or reasonable practice for a massive company.  
  
  
  
  Sincerely,
  
  
  
  ***** ******

  Business Response

  Date: 02/12/2022

  We appreciate you bringing this matter to our attention again. We have contacted our customer to reiterate our position. The extended warranty can't be cancelled after more than 60 days since the purchase date and FCA provided the dealership with a copy of the terms and conditions that should have been provided to the customer at the time of purchase.  While we regret we could not provide a more favorable reply, we hope our customer can appreciate our position. 

• Initial Complaint

  Date:01/12/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hi, I bought a new 2019 ***** *** in May of 2019. I had noticed that my rear bumper had a couple rust areas on it. This was not stone chip rust but rusting through the bumper. I have a 3 year 60000 km warranty bumper top bumper and a 5 year 100000 powertrain and rust coverage. I only have 50000 km on the truck and Riverside ***** (Prince Albert)and FCC Canada representing ***** says I'm out of warranty and they have determined that it does not qualify for the 5 year rust warranty. Its nice that they can make that determination which is convenient for them A quote was submitted to get the bumper sanded and painted which was approx.. $1000. I feel that a truck with 50000 km should not be rusting and they are falsely advertising their warranty stating rust warranty is 5 years. This is fraud and I'm very disappointed with the service and their decision making at this time. My claim number is ******** with FCC. Their phone number is 1 800 465 2001 and i was talking to *****.

  Business Response

  Date: 01/12/2022

  We appreciate you bringing this matter to our attention . Our customer has been contacted and notified that within the 3 year or 60,000km (whichever occurs first) basic warranty, FCA Canada will not hesitate to assume the rear bumper repair costs. However, after the warranty terms have been exceeded, any charges are the responsibility of the vehicle owner. The basic warranty coverage for this repair expired in April of 2022 and the customer’s vehicle is not subject to a recall for the rear bumper. We have advised the customer that the rear bumper is not part of the outer panel corrosion warranty (5 years or 160 000 kms whichever occurs first). 

  Customer Answer

  Date: 01/12/2022

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

• Initial Complaint

  Date:23/11/2022

  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 brand new 2022 **** ***** ******** L last year. It came with free oil changes. Yesterday my daughter took it in for me to get an oil change. She said the engine light came on and the motor was smoking. There was no oil in it. The dealer- ***** *****, ******* SK. towed it back to the dealer (60 km) and said they added oil and it would be fine. I owe $79,000 on a vehicle that has had the motor run dry. There is no way that is acceptable. They refuse to help us.

  Business Response

  Date: 24/11/2022

  We appreciate you bringing this matter to our attention. We are currently in communication with the customer and our dealership and are working to ensure that the vehicle is repaired as per FCA standards. 

  Customer Answer

  Date: 30/11/2022

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

  the company called me and said it was fixed when in fact it was not . I drove an hour to pick it up and the engine light was still on and the smell of burning oil was awful. Just adding oil will not fix any potential damage that was done by the error . It is too expensive of a vehicle to assume this “easy fix” is sufficient . 

  
  
  
  Sincerely,
  
  
  
  Melissa Byers

  Business Response

  Date: 01/12/2022

  We appreciate you bringing this matter to our attention again. We have been in contact with  our dealership that confirmed that the vehicle has been repaired as per FCA specifications and is ready to be picked up. We have advised the customer to go to the dealership to pick up the vehicle. Customer was advised that if there are still issues FCA will work with the dealership to ensure that the vehicle is repaired as per FCA standards. 

• Initial Complaint

  Date:10/11/2022

  Type:Customer Service 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 purchased a 2018 ***** *** and the 7 year 150,000 "Platinum" Warranty. I had a part break on August 11, 2022. It took me two weeks to get an appointment. The part is on order but the delivery date has been changed/extended 5 times and still no end in sight. Not sure why I'm paying for a warranty. They refuse to put on an after-market part and insist it must be OEM for warranty repair. However, this remains unavailable and my truck has had the broken part for over 3 months now.
  
  I reached out to FCA Client Care more than 3 weeks ago by email and no one has replied. I have tried to call the Client Care line four times now and it always just says we are busy with other customers and hangs up. No option to leave a message or wait in a queue.
  
  My personal mechanic advised it is dangerous and they should have unplugged the compressor, which they didn't do. It could have resulted in a seized engine. Their mechanics should have known this.
  
  Absolutely horrible service and no one seems to care in the slightest. I want an exception for them to use an after-market part and fix my truck immediately.

  Business Response

  Date: 14/11/2022

  We appreciate you bringing this matter to our attention. We are sorry about the concerns experienced with the vehicle and with the inconvenience caused by the part delay. We have have contacted our customer and advised that we are working to obtain the part and will ensure that the vehicle is repaired as per FCA specifications. We have advised the customer that warranty repairs must be completed with FCA parts.

  Customer Answer

  Date: 14/11/2022

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is partially satisfactory to me.
  
  

  There is still no resolution other than expediting the part.  However, they will not provide a date.
  
  
  
  Sincerely,
  
  
  
  *** ********

• Initial Complaint

  Date:08/11/2022

  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 July of 2021 I had to have my 2012 fiat 500 repaired for gear shifter breakdown. Repair was carried forth by an independent repair shop of my choosing.
  Early in 2022 I received notice from FCA ( Fiat Chrysler Automobile) that a recall was issued for shifter cable repairs. Recall was initially issued in 2019, as I came to learn after contacting FCA in regards as to whether the repairs conducted independently in July 2021 fell within the scope of the recall and ultimately if there could be any recovery of costs paid.
  They claim that, as there were plenty of parts available to carry out the recall repair, because I had the vehicle repaired outside of FCA circle I would not be entitled to any refund.
  I take issue with their judgement having received the first and only recall notice regarding my specific situation well after I repaired the vehicle. Had I been aware of the recall I certainly would have had it repaired by an FCA dealership.
  I find their handling of my circumstances to be nothing more than an arrogant stance of sweeping their responsibilities under the carpet. I don’t thing a consumer shoulder be burdened with having to verify, independently, whether outstanding recalls exit before having their vehicles serviced or repaired.
  I patiently await your response.

  Business Response

  Date: 09/11/2022

  We appreciate you bringing this matter to our attention.  We have contacted our customer and advised that like most other manufacturers of consumer products,  FCA requires that recalls services be performed by a factory-authorized service facility. Our intent is not to complicate matters, but to protect the customer, as well as us, from unnecessary or improper repairs. This also allows us to monitor repairs and provides the opportunity to have the vehicle inspected prior to service being performed. FCA Canada is not able to reimburse repairs that were completed at an independent facility after a recall has been issued.  We have also advised that it is every customer's responsibility to contact FCA Canada at the time of purchase of a vehicle to ensure that their information is added to our records in order to notify the customer of any outstanding recalls on the vehicle. 

• Initial Complaint

  Date:07/11/2022

  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.

  Brand new 21 ******** ***** ******* SXT with straight-line wander. FCA dropped my multiple cases due to no fix being available for the ESP in my new ******** ***** ******* SXT. April 2021, I test drove a 21 ******** ******* SXT, I felt a right pull and expressed my concern. ***** ****, at ********** *****, assured me there was nothing wrong and if there was, they would take care of it, I declined the sale. He quickly offered to have the alignment done, and I accepted with an appointment made for 04/26/21 9:55am, first alignment (551kms). Deal signed 04/16/21. It has been 18 months with 5 dealership shops, approximately 12 alignments, 1 rack and pinion, gear box replacement, front struts were ground out by someone, no one will admit it, those got replaced. Many other warranty fixes along the way too. Each shop would belive they fixed the wandering issue and not want to continue regardless of proof I had. (7private mechanics tried to help). As of 11/1/2022 FCA informed me they would no longer offer good will for working on my wandering Van. There is no fix for this issue I was told. Due to the extreme amount of shop visits and known left and right wandering issue, my insurance company cannot guarantee I will be covered if the EPS fails, my previous insurance company flagged me and said they would not insure this van. I have waited 18 months to get this issue fixed so I could drive home to Vancouver Island and visit my family, only to be told there is no fix. I followed all directions FCA instructed me to do, even when it cost out of pocket for a diagnosis their dealership shops wouldn't consider. I was told I would receive compensation when a diagnosis was found. Then they dropped me and said they wouod not reimburse me for any costs I have incurred. * **** ***** *** *** ***** *** ** ****** ** ***** * ***** ***** **** ****** * ******* **** * ******* **** **** *** **** * ********* **********

  Business Response

  Date: 09/11/2022

  We appreciate you bringing this matter to our attention.  Our customer has been contacted and notified there is no hesitancy on our part to comply with warranty provisions in the case of an identified defect; however, in the absence of a confirmed abnormality by an authorized dealer, we cannot pursue any service under warranty. We have also contacted our last servicing FCA dealer and they indicated that they performed inspection, test drive and they have been in contact with our technical support team. However they were not able to find any issues at the customer's last visit.  The customer may return to an FCA dealer and authorize a new test drive. 
  We will continue to honour our warranty obligations; however, we must respectfully decline to grant the request for a refund or to replace the vehicle. 

  Customer Answer

  Date: 09/11/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I have been trying to get an FCA authorized mechanic to go on the extended drive with me since I've noticed it only happens on straight, flat, nice roads when warmed up, this past spring. Never on short, traffic lined, hilled and curved drives. Unfortunately, they do not understand the need for this to duplicate the wander. I've noticed the kms in and out on the work orders and there was never enough of a straight-line to duplicate the wander. I have paid private shops to drive with me and they confirmed the straight-line wander and suspect the EPS.  FCA has been involved since July, 68 calls including the one today. She said they cannot request an FCA shop do this drive, I can request it, but if they find the vehicle is running as it should I would have to pay for the shop fees.  Now the roads are snow covered and it's cold outside. The wander happens on warm to hot days 80-100kms/hr. I am not comfortable trying the straight-line drive now and my insurance is not guaranteed if EPS fails due to this known issue. 

  Last week, FCA told me they would not cover this complaint anymore and closed my 8th or 9th case. Today she told me to find another shop willing to go on the extended drive needed. I've gone to 6. None have done this. Checked the kms in and out.

  Stellantis says its up to the local FCA, FCA says its up to the FCA authorized shops and the shops say they can't do anything without FCA's approval. 
  After 12 alignments, steering rack and pinion gear and struts being replaced, too many shop visits to count, I feel the manufacturer of this vehicle needs to step up and read all the documents I sent in. This vehicle has been confirmed to pull in the work orders. By multiple FCA shops. None have been able to fix this issue no matter what they try.
  
  Sincerely,
  
  
  
  ******* ****** ******

  Business Response

  Date: 11/11/2022

  We appreciate you bringing this matter to our attention again. We have advised the customer that FCA will not hesitate to honor the warranty in case of an identified defect. However if the dealership is not able to identify any defects they will have to charge for diagnosis. We have advised the customer that they have the option to go to any FCA dealership whenever the weather permits and request an extended test drive to show the dealership when the concern happens and when the weather allows.  In case of an identified defect our technical support will provide instructions to the dealership to perform repairs as per FCA standards. 

  Customer Answer

  Date: 14/11/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response, unless FCA can extend my warranty till the weather is better suited and safer to test the EPS and DST. I will also need to find another authorized FCA shop willing to do the extended straight-line drive. This is proving difficult due to FCA having no influence with the dealerships to persuade them to take the necessary straight-line drive. Ive been told numerous times they only supply the vehicles. Technical assistance was called, more than once. They told the last dealership nothing was found on the flight recorder. Case is closed. See email from Big 4.

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

• Initial Complaint

  Date:01/11/2022

  Type:Customer Service 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.

  Hi,
  
  I recently leased a 2022 **** ******** which is manufactured by FCA Canada Inc. I have a window sticker for my car's vin number which was available on ******* which is the website used by FCA Canada Inc. to advertise their cars for the **** brand. On this window sticker under the manufacturer's warranty, it clearly states that this particular vin number is eligible for maintenance for 36 months/unlimited mileage which includes oil changes and tire rotations. Once I reached out to gather more information on how I can access these services which are stated on the window sticker, I was told by FCA Canada Inc. that my vehicle is not eligible for the maintenance plan stated on the window sticker. After opening a case with FCA Canada Inc., I waited numerous weeks to get more information on this but the end result was that they denied that the vehicle is eligible. It is clearly stated on the window sticker that has the vin number that the vehicle is eligible and therefore FCA Canada Inc. is involved in false advertising as they advertise one thing but they do not honour the same to their customers. When I raised the question of why this was advertised on the window sticker if the particular vehicle was not eligible, FCA Canada Inc. did not have any response to my queries. Management any been extremely irresponsive and no one is willing to take ownership of what was advertised on the window sticker. I need this maintenance plan to be added to my vehicle as that is what I relied on to make the purchase of this vehicle. FCA Canada Inc. cannot simply choose to refuse the warranty that they advertise on their website as they feel like. I will be taking FCA Canada Inc. to court if this is not resolved and I will file a claim against FCA Canada Inc. for false advertising.

  Business Response

  Date: 04/11/2022

  We appreciate you bringing this matter to our attention. We are currently in communication with the customer and are working towards a resolution.

  Customer Answer

  Date: 08/11/2022

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ******* *****

• Initial Complaint

  Date:18/10/2022

  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.

  On June 25, 2022, the rear window on my new *** **** Classic shattered upon shutting the back door. I have 4 people who will testify that the above occurred at my home. In my opinion, this was a clear defect and should be covered by the warranty. I brought truck into ******** ******** in Calgary, they repaired the glass but said it was not covered by warranty. I paid the bill and sent a letter to FCA on July 4th stating the above and requesting payment of the invoice (attached). They responded on Sept 28th (attached) refusing to cover it. Your help in resolving this would be most appreciated.
  Robert J. Godfrey

  Business Response

  Date: 24/10/2022

  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 rear window concern was reviewed with our dealership and the specialists from FCA Canada. They were not able to find any signs of a defect and repairs cannot be covered under warranty. Customer was referred to his insurance company.