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:14/10/2022

  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.

  2016 **** ******** was experiencing water leakage into backseat and airbag light on Aug 10 2021. Took vehicle to the local dealership multiple times (Aug 17 2021) where they charged me for their service but ultimately caused more damage to my vehicle through negligence and mishandling. In Sept 2022 the water damage escalated, back mats were floating, all lights were on in the dash including seatbelt and airbag. Alarms non-stop. Sept 27 returned the vehicle to the dealership and stated that they either needed to return my money or finish fixing the problem. They confirmed that they could fix the issue and held my car for 2 weeks. They notified me after this time that the car was fixed and ready for pickup. When I arrived at the dealership the car was soaking wet inside, all alarms were on, and there had been no change. They stated it was a mistake and that I should leave the car with them to fix again. It stayed with them until December when I demanded it be returned. When I picked it up the damage to my car was significantly worse and they refused to complete repairs. The car has since been assessed as having approx 10,000$ worth of damage and due to the airbag damage is not safe to drive. The car has been written off by insurance assessor, but does not wualify for insurance coverage as it is water damage from a known ******** issue - disconnected sun roof drain. This issue was a settled class action lawsuit in the states but has not resulted in a recall up here. I have also conencted with FCA to report a clain. They refuse to follow up my issue, and will not connect me with a manager to help navigate this issue. The issue here is two-fold: ******** knowingly has allowed these damages to continue, and 2 the dealership was negligent in their claims to be able to repair my vehicle, have taken my money, refused to repay me, and have left me with a vehicle that cannot be driven or repaired as the parts are not available.

  Business Response

  Date: 24/10/2022

  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 water leaks concerns 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 has expired by time and mileage and FCA is not able to cover the repairs.  Customer was advised that every recall is VIN specific and their vehicle is not affected by any recalls.   Also the vehicle has been written off and FCA does not provide any coverage on vehicles that were written off. Customer was also advised that any workmanship concerns will have to be reviewed with the dealership directly  and every FCA dealership is independently owned and operated. Customer was advised that the dealership has been contacted and FCA can provide technical assistance to the dealership in order to repair any issues with the vehicle, however the cost of the repairs is the customer's responsibility. 

  Customer Answer

  Date: 26/10/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  1. While this type of water damage is not a recall in Canada, it is a well known issue and a settled multi-person lawsuit in the states. ******** has obviously decided to brush this type of damage under the table through settlement rather than recall, and undoubtedly there are many vehicles in Canada facing similar damage to those in the states. “We do not have a recall for this concern” is not a reason to ignore that this is a significant problem and act accordingly to remedy the damage. 
  2. FCA represents ******** dealerships in Ontario. If they are concerned that this is a dealership issue, then they have a role in supporting the dealership in making this right. 
  3. This is not an insurance issue. This is a ******** creation, maintenance, and repair issue. ******** is responsible for faulty parts that terminate the usefulness of a vehicle. Insurance is responsible for damages due to unforseen  accidents. As this type of drain and water damage is not caused by environmental factors and instead by the negligence of both ******** designers, manufacturers and dealerships, the insurance company is not responsible for losses. However, as ******** has created and escalated the damage in my vehicle, it continues to remain that FCA and the Chrsyler dealership should be responsible for all damages and loss of the vehicle.

  As a final note, I continue to be disgusted by the customer support available through FCA. They are so determined to ensure that their responsibility for any issue is zero that they are useless to speak with. There is no negotiation or understanding that their responsibility lies beyond simple recalls and warranty issues. ** ** ** **** **** *** *** **** **** **** ***** ** ****** * ******** **** *** *** ******** ****** **** ** **** ****** **** *** ******* *********** ******* ** *** ********* ******

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

  Business Response

  Date: 26/10/2022

  We appreciate you bringing this matter to our attention again. We have advised the customer that FCA Canada is not able to provide coverage on repairs that are outside of the factory warranty and on a vehicle that has been written off. , However, we can provide technical support to our dealership and ensure that the vehicle is repaired as per FCA specifications.
  While we regret we could not provide a more favorable reply, we hope our customer can appreciate our position.

• Initial Complaint

  Date:11/10/2022

  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.

  In June of 2022 I bought a Jeep from *** **** ********. October 4th, I left Labrador City to drive to a friends wedding. In the early hours of October 5th, I broke down (about 2:30 a.m.). I was stranded
  for EIGHTEEN HOURS with no help from roadside assistance or the authorities. I had to pay for a $400 cab to get to the nearest town because nobody else would come help me. Nobody would go get my Jeep for two days. It was left on the side of the highway with the keys in it because that’s what they told me to do. I am a young female, being stranded on a highway hundreds of kilometres from cell service or a safe place to rest my head; this could have been very dangerous.

  Business Response

  Date: 12/10/2022

  We appreciate you bringing this matter to our attention. We are sorry to hear about this situation. We have contacted the customer and advised that as per the warranty coverage if Roadside Assistance towing is not available the customer has the option to contact a different towing company and then submit the invoice for reimbursement to Roadside Assistance. We have also advised the customer about the trip and travel coverage under her service contract and provided instructions to submit the invoices to Roadside Assistance.

• Initial Complaint

  Date:11/10/2022

  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 have **** ******** 2021, bought in Feb 2022, brand new with extended warranty.
  The car broke down while I was on highway 17, they towed the vehicle into the dealership in ******, on Monday Oct 3 2022. Tuesday Oct 4, I asked the dealership to provide a vehicle for me since it’s covered by my warranty. They said no they should check the vehicle first and the earliest they can check it is Wednesday. I contacted FCA Canada customer care and I told them the dealership is not providing me a vehicle until Wednesday, when they see what’s wrong with the vehicle, they said they will cover my rental - if I pay myself- $60 a day. Wednesday, I got a text saying it’s fixed and they will charge for the repair. They said since they did not replace a part, warranty is not covering it. Wednesday the dealership called me to say they submitted the claim for warranty on Wednesday Oct 5 and is waiting waiting until Thursday Oct 6, for an answer. I called FCA again Thursday Oct 6, they said case manager was busy and will call me back, I did not get a call back. So today, Friday Oct 7th, I called FCA again, waited an hour and a half until the case manager (Mackenzie) talked to me, she said I’m giving them a hard time, they said there’s no update, because the lady who will make the claim is off until Tuesday. So I said, it doesn’t make sense to not have a vehicle, and not go to work, from Monday Oct 3rd until Tuesday Oct 11th. She then said, they will cover $50 for rental, not $60, (no rental is priced at $50 a day) She then insisted on $50. I again reiterated that my vehicle has extended warranty and covers vehicle rental for when they are fixing my car. I asked her if I can speak to a supervisor who can help me, and where I can make complaints about my case manager. She said no, you can complain to me, which doesn’t make sense, and she then told me I can complain in the website. So I have an extended warranty that doesn’t cover rental and to fix the vehicle as it supposed to.

  Business Response

  Date: 12/10/2022

  We appreciate you bringing this matter to our attention. We have been in communication with the customer and our dealership to resolve the concern.  The dealership confirmed that the repairs have been covered under warranty.  The dealership was not able to provide a rental due to a shortage of rental vehicles in town. We have explained to the customer the rental coverage as per his service contract terms and conditions.  We have also advised the customer that his complaint has been documented and it will be reviewed internally and FCA appreciates his feedback. 

  Customer Answer

  Date: 13/10/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I received a call from the ****** dealership saying that they finished the job, and when I picked up the vehicle I found 4 other issues that was not there when I dropped my vehicle the first time. Since I had to travel for more than 3 hours and take more time off work, I just decided to pick it up and drop it off at a different dealership to be fixed. I STILL DO NO NOT HAVE MY VEHICLE UNTIL NOW DUE TO THE EXTRA ISSUES FROM THE ****** **** DEALERSHIP.

  I also received a call from FCA Canada, reiterating why they couldn’t provide the service that was supposed to be given to me under my extended warranty, without a real solution. I’ve asked for the case manager Mackenzie to apologise to me, and I was told that they will review it with their manager and will get back to me. 
  

  Nothing happened.

  
  
  
  Sincerely,
  
  
  
  Mohamed Elmoursi

  Business Response

  Date: 26/10/2022

  We appreciate you bringing this matter to our attention again.  The case manager has contacted the customer to apologize for the experience received and to advise that FCA is committed to repair any issues with the vehicle as per FCA specifications. 

• Initial Complaint

  Date:03/10/2022

  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.

  I purchased new 2022 ***** Challenger ******** ******** for $89000 from White Rock *****. The car has 13000 kms on it and the engine got failed, the dealership said they will put new engine in my car but it will be assembled at dealership workshop. After 2 months dealership is waiting on parts due to which I had to pay payments to bank without operating the vehicle. I said that I do not want my new vehicle get repaired I need replacement but dealership and FCA said warranty does not work like that. So, I stated it has so many manufacturing defects like faulty TPMS sensors, tick tick noise from brakes when reversing the car, the interior leather glue adhesive is not sticking the leather to the panel and much more but still they refused for the replacement and said they will repair. If they repair all of it then what is the point of brand new car as everything will be repaired engine, brake, interior and exterior. I would like to get replacement because that is lemon car and I do not want to drive a repaired car at 13000 kms only.

  Business Response

  Date: 06/10/2022

  We appreciate you bringing this matter to our attention. We are currently in communication with the customer and our dealership and are working to repair all concerns with the vehicle. We have advised the customer that FCA Canada is committed to supporting the efforts of our authorized dealer body to address any confirmed vehicle deficiency. We will continue to honour our warranty obligations; however, we must respectfully decline to grant the request to replace the vehicle, this is not included in FCA's warranty coverage.

  Customer Answer

  Date: 06/10/2022

  
  
  Complaint: 18147051
  
  
  
  I am rejecting this response because:
  If I have bought new car then manufacturer should take care of me if it has more than one problem which means car is a lemon. Also, why should I drive a new car with fixed engine in it and it also have safety issues aswell like TPMS sensor not working as I have fixed them once. Who would be responsible if something happens due to tire pressure. Secondly, the brakes also have problems and the interior is also faulty. However, with so many manufacturing defects manufacture should take this car back and give new in return as i have invested alot of money to drive on road not to get it parked in the workshop as now its almost 3 months.

  
  
  Sincerely,
  
  
  
  Ranveer Singh

  Business Response

  Date: 12/10/2022

  We appreciate you bringing this matter to our attention again. We have contacted our customer to reiterate our position.  FCA Canada will continue to honour our warranty obligations; however, we must respectfully decline to grant the request to replace the vehicle. FCA Canada is currently working with the dealership to ensure that all defects are repaired.