Business Profile

Auto Manufacturers

Stellantis Canada

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Complaints

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

Customer Complaints Summary

171 total complaints in the last 3 years.
45 complaints closed in the last 12 months.

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Submit a Complaint

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:07/07/2024
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.
2019 Ram 1500 Limited Vin # ***************** Extended warranty to ******* km Oct 25 2024 On June 21 2024 the radio, air conditioning and front power windows stopped working. Upon reading Ram forum and looking the truck over we noticed a cracked tail light but the light still worked. On June 22 I called the dealer (South 20 Dodge in Humboldt Sask Ph ************) and told them what we found. I talked to **** the service manager, he said to bring it in and they would look at it, I told him I was at our cottage 3 hrs away he assured that driving it would be OK, so he made an appointment for June 24 so I drove it home on the 23rd. June ************************************************************************* to get it towed to the dealership. They checked it out and told me that both tail lights had to be replaced and it would cost about $5500.00 they said lights are not under warranty. The light works fine, he told me to drive it home, I believe this is the reason for the 2nd tail light to fail. He said it would take a few days to get the parts, now they said it will be done July 8 2024.My problem I have is they told me to drive it back 250 km this is what I feel caused many of the problems. Also lets face it its a tail light charging $5500.00 is utterly ridiculous.To top it all off I have been a loyal customer of South 20, I bought my last 10 vehicles from this dealership, personally and through my company with they said bumper to bumper extended warranty,To maintain our relationship I feel this is a 50/50 warranty issue.*************** ************************* Box 1651 ************************************************* **************
Business Response
Date: 09/07/2024
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 taillights concern was reviewed with our dealership . They determined that water entered through the crack and shorted out both taillights and electric system. Customer was referred to his insurance company.
Initial Complaint
Date:04/07/2024
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 bought a new 2022 Jeep Grand *********************** 4xe in December 2022.On May 22nd 2024 while driving on the highway, there was a sudden huge noise, all the lights in the dashboard lit up, power dropped significantly and the whole car started shaking. It was towed to the nearest Jeep dealership (39,000kms on the odometer). The dealership determined that the engine either needed to be rebuilt or replaced and they informed me that they were waiting on FCA Canada to make a decision. On **** 7th (it took 17 days of my vehicle just sitting there waiting!) FCA confirmed they would be replacing the engine and it would ***********-10 days for the dealership to receive it (at 10 days that would be **** 16th).On **** 27th I called the dealership and they were still seeing **** 20th in their system for delivery. They suggested I call FCA again to see what was going on.On **** 28th I called FCA and all they could tell me was that it was supposed to arrive on **** 20th...! I asked if they could track the shipment and they said it couldn't be tracked (Amazon can track a 3$ toothbrush around the world...). I also ask for my call to be transferred to a supervisor and they refused, stating that someone would call me back ( That was 7 days ago, still no engine, still no call return!)My car has been in the shop for 44 days now, the rental car they gave me is a big RAM V8 gas guzzler pickup truck (my vehicle is a plug-in hybrid!) under the pretext that it has to be a vehicle from FCA group and they have nothing else available at the rental company.I want this sale annulled. Give me my money back and keep your car!
Business Response
Date: 05/07/2024
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 parts delay. 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 recalls and warranty obligations; however, we must respectfully decline to ***** the request for a vehicle buyback. FCA Canada is very sensitive to the consequences of parts delays and as a result, we are attempting to minimize delivery time to our dealers. 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. FCA is making every effort to provide the engine as quickly as possible and to repair the vehicle. FCA is currently reviewing the status of the part and we will provide updates to the customer once updates become available.
Customer Answer
Date: 06/07/2024

Complaint: 21943316

I am rejecting this response because: There is now an Anti-lemon warranty for automobiles in ****** and having to replace an engine in a vehicle of that price (or any other price for that matter!) after 39,000km is unacceptable!
-Owners and long-term lessees of problematic automobiles (lemons) may submit an application to the court to have their vehicle declared a seriously defective automobile.
In order for such an application to be accepted, the following conditions must be met:
One or more defects have appeared when the automobile has not covered more than ****** kilometers and within 3 years of its first sale or long-term lease.
-1 or 2 unsuccessful attempts have been made for the same defect where the merchant or the manufacturer responsible for performing the warranty has had the automobile in its possession for more than 30 days, not including any days for which the merchant or manufacturer shows that the repairs could not be carried out due to a shortage of parts and that the consumer was provided with a replacement automobile free of charge.
An automobile that is declared a seriously defective automobile is deemed to be affected by a latent defect. Consumers may therefore petition the court to cancel the contract or reduce the price paid, and claim damages and punitive damages.
When an automobile is declared a seriously defective automobile, the following rules must be respected:
A road vehicle dealer or recycler who sells the automobile to another road vehicle dealer or recycler must inform the dealer or recycler that the automobile has been declared a seriously defective automobile.
A merchant that puts the automobile up for sale or lease to consumers must indicate that it has been declared a seriously defective automobile on the label that must be affixed onto the automobile.
No person may advertise an automobile that has been declared a seriously defective automobile without disclosing that fact.
You have now had my vehicle for 46 days... And there was no shortage of parts (your customer service claims the part was shipped on June 7th and would take between 6 to 10 days to get to the dealership. And that is after you took 17 days to approve the ''repair'' and my vehicle is just sitting there). I suggest you look at this new law carefully; ************************************************************;
You sell a vehicle in ******, you have to oblige to Quebec laws. Your customer service is THE WORST I have ever encountered. And if you think that you are going to give me my vehicle back after 2 months (or more!) and that'll be the end of it, you are even worst than I thought!

Sincerely,

*************************
Business Response
Date: 12/07/2024
We appreciate you bringing this matter to our attention again.We are sorry about the concerns experienced with the vehicle and with the delays.FCA Canada will continue to honour the warranty obligations and will repair the vehicle as per the terms of the warranty. We have been in contact with our dealership. They received the engine and will proceed with the vehicle repairs as soon as possible.
Customer Answer
Date: 12/07/2024

Complaint: 21943316

I am rejecting this response because:
The fact that you are now going to repair the vehicle over 50 days after it was brought in doesn't erase the fact that I have grounds to file under the ** lemon law.

Sincerely,

*************************
Initial Complaint
Date:02/07/2024
Type:Service or Repair 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.
On March 19, 2024 I brought my Dodge Ram Promaster (2019) in to a Chrysler/Dodge dealer due to a Check Engine Light that came on. The service **** told me that the transmission was faulty and that it had to be replaced. As the vehicle was still covered by guarantee I agreed to have it replaced. I asked how long it would take, they said about 1 month. Here we are over 3 months later and still no transmission! Last time I inquired they told me that it should arrive by the end of October...! 7 months later! This is not acceptable! After several phone conversations with people at FCA Canada nobody can tell me why it's taking so long. Seems that the *** are prioritizing commercial vehicles and neglecting the ordinary consumer. I've been told by the ************************** that I could take legal action against FCA Canada. This is something that I am seriously contemplating if my vehicle is not fixed soon!
Business Response
Date: 03/07/2024
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 parts delay. FCA Canada is very sensitive to the consequences of parts delays and as a result, we are attempting to minimize delivery time to our dealers. 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. FCA is making every effort to provide the part and to repair the vehicle and the case manager will follow up with the customer as soon as there are updates.
Customer Answer
Date: 03/07/2024

Complaint: 21933931

I am rejecting this response because:
7 months waiting for parts to fix my transmission is not acceptable. Meanwhile my vehicle is parked and not driveable. I expect that your company can expedite the required parts if you wish to prioritize your customers. If I don't get a favorable response, my next step is to contact the media and begin legal procedures for reimbursement.

Sincerely,
*******************************
Business Response
Date: 03/07/2024

We appreciate you bringing this matter to our attention again. We have contacted the customer and advised that the parts have been expedited and the order has been placed on the highest priority. FCA is working to obtain the part to repair the vehicle and we will follow up once there are updates.
Customer Answer
Date: 03/07/2024

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:02/07/2024
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.
My 2022 Ram 1500 has a low beam headlight burned out, ***** kms. Seemed very quick for headlights to go out and possibly would be under warranty so I called **** Canada to inquire about warranty. Was told that yes the headlight would be covered under manufacturer warranty until ***** kms and if I take it to a dealership repairs would be covered. Booked it in for repairs at Power Dodge and got a call later that day saying both headlights were replaced and its $300. I called back **** Canada this morning to confirm what id been told regarding warranty was correct. Employee stated that the previous employee had made a mistake and that there was no warranty and Im expected to pay out of pocket for the repairs. No attempt to come to an agreement, rectify their mistake. Was repeatedly told theres nothing they can do and I must pay for the repairs which they lied about and told me were covered under warranty . I did my due diligence and was told the repairs would be covered under warranty and they are the ones who made a mistake so why am I now expected to foot the bill for their errors
Business Response
Date: 03/07/2024
We appreciate you bringing this matter to our attention. We are sorry to learn of the confusion and misinformation regarding the warranty. We will follow up with the customer to review and clarify the warranty coverage on the vehicle.
Initial Complaint
Date:27/06/2024
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 bought this car used in May 2023 at around 98K Km. I always changed the oil in time and often times early due to anxiety caused by the horror information on the internet. The car has always been in stock condition from the day I bought it. I started hearing the engine knock at around 112K km, now the car is currently at ******* Km. I am so disappointed about the quality of the car considering I paid around ****** CAD cash and I barely drove it for one year and has not even reached 5000 Km of use. I read online and there had been many people experiencing bottom end issues but those in the ************* got to enjoy *********************************************************************** In Canada FCA or Stellantis only offers:********************************************************************* Mine has only a little over 100K Km and it already broke down severely.I just did all of the recalls but what's the point if the engine was already broken which *** have been caused by the recalled parts before they were upgraded or by the other engine's design flaws that *** have not been addressed yet?This is a bad business practice. I have been ripped off.I worked so hard and sacrificed so much for that much money, I wasted my valuable lifetime on it.
Business Response
Date: 28/06/2024
We appreciate you bringing this matter to our attention. Our customer has been contacted and notified that within the 5 years or 100,000km (whichever occurs first) powertrain warranty, FCA Canada will not hesitate to assume the engine repair costs. However, after the warranty terms have been exceeded, any charges are the responsibility of the vehicle owner. The powertrain warranty coverage for this repair expired by kilometers at 100 000 kms and by time since August 27, 2020 and the customers vehicle is not subject to a recall for the engine.
Thank you for allowing us to explain the situation.
Customer Answer
Date: 02/07/2024

Complaint: 21913740
I am rejecting this response because:

How do I know if the damage was not caused by any of the recalled components before they were replaced? The engine knocked not long before the **** was replaced.

I told the dealership about the knocking and initially they said it was fine, it was just a normal diesel sound. I then showed the videos that were captured by my dashcams that showed the different sounds the engine made from different times and they then said that the new **** was faulty and they said they were reordering another. I then emphasized the fact that I already told them earlier that the engine was already knocking before the **** was even replaced. And then they took a closer look, removed parts, and doing other isolations to determine the cause and they later acknowledged that I was right, the there is something wrong in the engine. During the first attempt to replace the ****, I also reminded them so they would not forget to order the fuel line as I read online about many people having to wait longer because their dealer forgot to order the fuel line, but the dealer did not take my reminder seriously and forgot to order the fuel line, causing more delays. After they acknowledged the abnormal engine knock, I got charged around $500 for inspection fee, this would have been done properly during the recall work.

Also, even if I was the first owner, getting a catastrophic engine damage that costs $25,000+ at around ******* Km which ****** Km over the warranty limit after paying $60K+ for it would not feel right/ethical.
Please help!

Thank you very much!
******
Business Response
Date: 03/07/2024
We appreciate you bringing this matter to our attention again. We are sorry to hear about the experience at the dealership with the **** repairs. We have documented customer's complaints. However, as we previously advised there are no recalls for the engine on this vehicle and the powertrain warranty has expired. According to the recall Z46 letter :the dealer will replace the ****, inspect and, if necessary, replace additional fuel system components. The recall Z46 has been repaired on this vehicle. This recall does not include the engine. While we regret we could not provide a more favorable reply, we hope our customer can appreciate our position.
Customer Answer
Date: 11/07/2024

Complaint: 21913740

I am rejecting this response because:
I learned that some people who own vehicles with the same motor got their warranties extended by FCA even if it was past their warranty expiration dates. Why not me?
This is my first FCA/Stellantis product in my life, only enjoyed it for less than a year before it got a catastrophic failure. I did not think it would be my last one.

***************************
Initial Complaint
Date:27/06/2024
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.
[A default letter is provided here which indicates your rejection of the business's response.

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint. For your reference, details of why I am rejecting this response appear below:

A case was openbed on May 13th. The case number is 8998 0040. See attached email.
Regards,

*****************************
Business Response
Date: 20/05/2024
Better Business Bureau of ******* & ****************
*********************************************************** 100
********************-4163
BBB case N0: 21727793
Our File: 90053169
Thank you for forwarding the complaint from *****************************. According to our records there are no open or closed cases from this customer for this concern.
I advise the customer to contact US ************* ************** and have a case created for his concerns.
Stellantis will continue to honor any future repairs necessary per terms of the active factory warranty.
Beat Regard,
***
T0103P4
Stellantis *************

Business Response
Date: 14/06/2024
Better Business Bureau of ******* & ****************
*********************************************************** 100
********************-4163
BBB case N0:21727793
Our File: 90324374
Thank you for forwarding the complaint from *****************************. According to our records there are no open or closed cases from this customer for this concern.
Please provide a VIN number or case number.
I advise the customer to contact US ************* ************** and have a case created for his concerns. So that a case manager can be assigned to the case to help with a resolution.
Stellantis will continue to honor any future repairs necessary per terms of the active factory warranty.
Beat Regard,
***
T0103P4
Stellantis *************
Customer Answer
Date: 17/06/2024
[A default letter is provided here which indicates your rejection of the business's response.

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint. For your reference, details of why I am rejecting this response appear below:

The case number was provided in a previous communication along with the email I received from FCA - Stellanis. I am attaching another email with the case number and vehicle *** Number. For the sake of expediency, I am also providing this information below:
1. The case was opened on May 13th. The case number is 8998 0040 and the *** Number is ***************** which corresponds to a 2022 JEEP GLADIATOR OVERLAND 4X4.
To reiterate, the issue is as follows: July of 2023 I purchased a brand-new Jeep Gladiator from ************** in *******, *******. In February of 2024, I noticed that the paint the protects the frame was pealing and the frame was rusting. In addition, there are these arms that attach the body to the frame of the jeep and where they join the frame, theyve started to rust as well. The Jeep at this time was 9 months old and had about ****** km. I contacted my nearest dealership in ******* (************* Chrysler) to get the rust removed and the arms replaced. I was told that this would have to be approved by FCA (Stellanis). The dealership took pictures and said it would take about two weeks to get the approval. Two weeks went by and I called the dealership again and they asked me to come in for additional pictures. I did as requested. Again, I waited two weeks and called the dealership. I was told FCA had rejected the claim. I immediately called FCA on Wednesday May 15th and explained the situation. They stated they would talk to ************ Chrysler and get back to me. On May 17th, I received a call from FCA telling me that they would not approve the repairs.
I respectfully request that FCA-Stellanis stop giving me the run-around and approve the repair to the vehicle. Again, its started rusting "9 months" after I bought it. Surely you see that this is not acceptable.

Regards,

*****************************
Business Response
Date: 18/06/2024
We appreciate you bringing this matter to our attention. This customer is Canadian. His complaint has been forwarded to us at FCA Canada ************* and we will follow up with the customer to provide information about the warranty coverage.
Customer Answer
Date: 25/06/2024
[A default letter is provided here which indicates your rejection of the business's response.

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint. For your reference, details of why I am rejecting this response appear below:

The car rusted in less than a year. I need the rust removed from the frame and those pieces that are rusted replaced

Regards,

*****************************
Customer Answer
Date: 27/06/2024
July of last year I purchased a brand-new Jeep Gladiator from Tower Chrysler. In February of this year, I noticed that the paint the protects the frame was pealing and had begun to rust. In addition, there are these arms that attach to the frame of the jeep and where they join the frame, theyve started to rust as well (apologies, I do not know the technical terms). The Jeep at this time was 9 months old and had about ****** km. When I bought the vehicle, I was told by Tower Chrysler that I had a bumper-to-bumper warranty for 36K or 3 years. Being that the car was still under warranty, I contacted my nearest dealership (Country Hills Chrysler) to get the rust removed and the arms replaced. I was told that this would have to be approved by FCA (Stellanis). The dealership took pictures and said it would take about two weeks to get the approval. Two weeks went by and I called the dealership again and they asked me to come in for additional pictures. I did as requested. Again, I waited two weeks and called the dealership. I was told FCA had rejected the claim because rust is not covered by the warranty and because I did not purchase rust protection. I immediately called FCA on Wednesday May 15th and explained the situation. They stated they would talk to ************ Chrysler and get back to me. Today, May 17th, I received a call from FCA telling me that they would not approve the repairs. Ive done some research online, and **** is a major complaint from Jeep Owners and a situation well know to Jeep. It seems to me that they have decided to carve out rust from their warranty and when they are forced to make the repair, their actuary numbers show that their bottom line is better served by making the repairs than to actually remedy the problem. By the way, I did contact Tower Jeep since they sold me the car, and their response was that they were at the mercy of FCA but they offered me a 1 month free car washes. That is insulting considering that I paid over $64k for the car. I am hoping you can look into the problem and get the dealerships and/or FCA to do the right thing. Thank you *****************************
Business Response
Date: 28/06/2024
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 our warranty; however, as noted in the warranty information booklet, coverage applies to factory defects only.
The rust concern was reviewed with the FCA Canada specialists. They were not able to find any signs of a manufacturer defect and the issue is not covered under warranty. They also indicated that it's a normal condition and that no repairs are required, the vehicle is within FCA's specifications.
Initial Complaint
Date:14/06/2024
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 bought a Jeep and it's been recalls after recalls, issues, towing, engine stopping on the highway, etc. Now our dealership diagnosed that a new Battery pack is needed and we will be without our vehicle for a long time. I have been without a vehicle for a week and need a loaner or rental asap but they are waiting on FCA Canada to approve which is taking too long again as we have gone through this too many times. I contacted costumer service today requesting my case to be escalated and the rep. told me it was already with *****, I asked him to put this in writing in an email and he advised he could not. I asked him if it was with Mopar or FCA as it's in relation to a recall and he didnt seem to know and said nothing further he could do so I asked again to put that in an email to me, he advised "no" and when I asked to speak to a manager he hung up on me. I also told him that I did received emails from customer care before so I knew it was possible to get this explanation. I requested them to escalate the approval for a car loaner or rental as I really need a vehicle and cannot be without one any longer, it has been a week already (not counting all other times the car was in the shop). If this recall leaves our vehicle with further issues I will expect a reimbursement.
Business Response
Date: 18/06/2024
We appreciate you bringing this matter to our attention. We are currently in communication with the customer and our dealership and are working towards a resolution.
Customer Answer
Date: 18/06/2024

Complaint: 21853179

I am rejecting this response because: ******************** on vehicle and repairs (and way forward on continuous electrical issues with this vehicle that is only 3 years old) and follow up with the employee who hang up when I called FCA this past Friday.

Sincerely,

*****************************
Customer Answer
Date: 18/06/2024
I refused this resolution as I am requesting FCA to honor their warranty booklet which says they will provide a rental vehicle and they are failing to honor this as I have been without a vehicle for 8 days now (not adding all other times it's been in for recall and warranty work)
"For the duration of the plan selected, the plan covers up to $50 per day"
Business Response
Date: 20/06/2024
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 repair the vehicle as soon as possible. In the meantime the dealership was instructed to provide a rental to the customer.
Initial Complaint
Date:06/06/2024
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.
Purchased an extended warranty on a vehicle that got written off in an accident within 6 mths of purchasing it. I got back nearly $1000 less than I paid for the warranty. No one will explain the "calculations" to me or what the amount should've been that was sent to the dealership from FCA. FCA tells me to contact the dealership, dealership tells me to contact FCA. 0 people will help ************ all this secrecy with the amounts & how it works even though both parties clearly have the #s but no one will show me any proof/paperwork other than their word. It's not like I just wanted to cancel it from buyers remorse. I was in an accident & it was written off. The warranty was never even used - not once. No one will answer my questions or explain anything to me & tells me there's no one else I can contact or escalate to. Never buying a Dodge, Jeep, etc anything ever again from these crooks. What a scam.
Business Response
Date: 07/06/2024
We appreciate you bringing this matter to our attention again. We were not able to locate the *** based on the information provided. We have attempted to contact the customer and left a message requesting the *** in order to review the concern.
Initial Complaint
Date:03/06/2024
Type:Service or Repair 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.
Chrysler Canada has "known" lock issues with 2015-2017 yr Caravans.My caravan was built at beginning of 2018 and has EXACT same lock issues.ONE SLIDING DOOR IS NOW SEIZED SHUT AND WE CANNOT ESCAPE IN THE EVENT OF ACCIDENT OR EMERGENCY.Chrysler canada (Case Manager ****) has said they will do NOTHING about this.Our lock problems are exactly as described on letter but they said ours isn't included in extension of warranty.These locks should be FIXED AND CORRECTED UNDER WARRANTY.This is a KNOWN failure and safety issue.
Business Response
Date: 04/06/2024
We appreciate you bringing this matter to our attention. We'll be following up with our customer to review this matter.
Customer Answer
Date: 12/06/2024
I am still waiting for resolution.
The company (FCA) has reached out and asked me to get a diagnosis at dealership. Diagnosis shows it is exactly the same issue of defective parts that they sent a letter for.
The company has informed me every day that they are reviewing the case and haven't offered any resolution.
I believe I have until tomorrow to accept or reject any offer - I will reject as no offer was made except to get vehicle diagnosed - which showed exactly what I expected.
Keeping you informed of this for my case.
I have attached a response from business and my response back. I am unsure what the delay is in recctifying this.
Please attach to these records to my file.
Customer Answer
Date: 13/06/2024

I am still waiting for resolution.
The company (FCA) has reached out and asked me to get a diagnosis at dealership. Diagnosis shows it is exactly the same issue of defective parts that they sent a letter for.
The company has informed me every day that they are reviewing the case and haven't offered any resolution.
I believe I have until tomorrow to accept or reject any offer - I will reject as no offer was made except to get vehicle diagnosed - which showed exactly what I expected.
Keeping you informed of this for my case.
I have attached a response from business and my response back. I am unsure what the delay is in recctifying this.
Please attach to these records to my file.
Business Response
Date: 13/06/2024
RESPONSE TO BBB
We appreciate you bringing this matter to our attention again. We are currently still reviewing the file. Once the file is reviewed we will follow up with the customer. In the meantime we appreciate their patience.
Customer Answer
Date: 13/06/2024
Please add these phone calls to file
June 4 - FCA asked me to have vehicle diagnosed to see if it was the defective part issue the warranty bulletin would cover
June 6 - Vehicle at dealership all day, diagnosis done
June 7 call exerpt(attached) - FCA Canada Case Manager **** CONFIRMS with dealership and informs me it is the same issue that the warranty extension bulletin would cover with defective actuators.
Each day after- I am informed they are reviewing case, no resolution offered
One vehicle door is seized closed (cannot be opened) as stated would happen in warranty bulletin (if in accident, we may not be able to escape thar side). I was asked to have diagnosed and it was diagnosed and shown/confirmed to be the issue in the bulletin, which. FCA case manager acknowledged.
Why is FCA Canada not correcting and fixing the issue with their faulty locks?
Customer Answer
Date: 18/06/2024

Better Business Bureau:
The company, FCA Canada has repaired the faulty parts on my vehicle and I am fully satisfied with the resolution.
Although I hope they extend the warranty on other year vehicles affected by the defective parts, they have stood behind their product and repaired mine.
Thank you to the BBB and FCA Canada on repairing this issue.
Please close this case and reflect that the business (FCA) has provide adequate resolution and I am satisfied with this response.
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:30/05/2024
Type:Service or Repair 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.
The complaint being filed is against FCA Canada *************** of ***** Chrysler. *****, Jeep and RAM) for failing to provide warranty to a defective wheel on my 2022 JEEP Rubicon. An assessment of the issue was performed at my local dealer, who confirmed the issue to be a manufacturer's defect and submitted a warrantable claim to JEEP Canada. The warranty was rejected with a reason being provided that the issue was caused by external influences. I made multiple attempts to dispute the decision, even with the support of my dealer who assessed the wheel issue in person, and JEEP will not honor the warranty. The vehicle is well within the 3yr/60000km manufacturer's warranty. Please see the uploaded supporting document that details the entire situation. as there isn't enough space allowed here to explain. I am only looking to have the wheel replaced under warranty, which I feel entitled to as a purchasing owner of this vehicle
Business Response
Date: 31/05/2024
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.
The wheel concerns were reviewed with the specialists from FCA Canada. They determined that the damage was caused by outside influences and repairs aren't covered under warranty. Harsh cleaners, high pressure washers and/or road debris can cause damage to the clear coat and cause corrosion to start. There is evidence of chipping on the wheels.
Customer Answer
Date: 31/05/2024

Complaint: 21779474

I am rejecting this response because:
FCA Canada has provided a rejection reason for my claim stating that .... the wheel has been damaged by outside influences. This determination has been made based solely on pictures taken and submitted directly through the service/warranty department of my local ****** Jeep Chrysler Dealer. The dealer has performed an IN PERSON PHYSICAL assessment of the wheel and has CONFIRMED that there are NO marks, chips or impact to the wheel from external sources. As a result, the assessment provided by the dealer confirms that the issue is from a manufacturer's defect, as the issue is coming from BENEATH/UNDERNEATH the wheel's clear-coat.
It is very confusing and insulting that FCA Canada DOES NOT respect or rely on the assessment/report from the professionals of the dealer that sell their product. They are required to perform assessments prior to submitting warrantable claims since only valid warrantable issues can be submitted.
There has been no objectivity on the part of FCA Canada with this case and COMPLETE failure to rely on a dealer that sells their product. Again, as stated in my case, I have the FULL SUPPORT of the service manager regarding this issue and requesting that FCA Canada consider their accurate assessment.
Of note, if the wheel was replaced it under normal circumstances, it would go back to the manufacturer who would then clearly see that the facts being stated here are accurate. NO EXTERNAL DAMAGE of any kind. As a customer, I am being 'wronged' by the manufacturer through failure to provide eligible warranty based on facts.
It would be respectful if FCA Canada even reached out directly to the service manager to discuss this issue and then make an informed decision. This would be a fair course of action in an attempt to provide good customer service.

Sincerely,

*******************
Business Response
Date: 03/06/2024
We appreciate you bringing this matter to our attention again. We have advised the customer that the FCA's specialists have reviewed the request from the dealership and they determined that the damage to the wheel was caused by outside influences and the repairs aren't covered under warranty. Road debris can cause damage to the clear coat and cause corrosion to start. There is evidence of chipping on the wheels that can be seen on the attached picture.
While we regret we could not provide a more favorable reply, we hope our customer can appreciate our position.
Customer Answer
Date: 03/06/2024

Complaint: 21779474

I am rejecting this response because:
I am fully aware of the photos sent to FCA Canada for review by my dealer. The issue to which I have filed a claim ONLY pertains to the clear coat problem next to the red circle on the far left. The issue has NOTHING to do with the red circle on the far right. These MUST BE SEGREGATED. As I have stated in so many PREVIOUS communication attempts, the red circle on the far left IS NOT A CHIP ... I repeat is NOT A CHIP! Regardless of what the specialist interpret the photo to be. This area has been inspected and assessed by the local professionals at ****** Chrysler IN PERSON and WILL CONFIRM that what is portrayed in the photo is NOT A CHIP. While a picture is worth a thousand words as the cliche goes; there is NO SUBSTITUTE for in person assessment. To me; FCA Canada is hesitant to follow up with the dealer directly since they do not receive opposing information that there is no physical indication of outside influences. As a customer, I do appreciate **********************'s position on this and assessing what was presented, but to do due diligence completely on the matter; FCA Canada has failed tremendously by not using ALL INFORMATION they have access to in order to make a FAIR/INFORMED decision on this matter.
WHY are FCA Canada so hesitant to reach out to the dealer for direct feedback based on their IN PERSON assessment? That's all I ask and failure to do so is failure to provide full satisfactory customer service. I feel they want to avoid hearing the actual truth of the matter that will support the claim and will subsequently have to honor this legitimate warranty claim. There is nothing to hide here and the photo that was assessed is very misleading based on my comments.
Just to prove a point... refer to the picture I have attached. Will specialist determine that the dog has wings? According to a full photo assessment (without using common sense) one assumes the dog has wings. It's there and very evident. An in person assessment will prove otherwise as it is a perfectly timed photo of a bird behind the dog.
I am trying my best to establish the fact that the photo IS NOT the same as an IN PERSON assessment; no matter how many times you provide the decision over and over (only in a different way). All I ask is for FCA Canada to reach out to the dealer directly for consultation and make a FAIR ACCURATE decision. I do not think that is much to ask and would demonstrate the company's willingness to treat their customers fairly and respectfully.

Sincerely,

*******************
Customer Answer
Date: 03/06/2024
I am rejecting this response because:

I am fully aware of the photos sent to FCA Canada for review by my dealer. The issue to which I have filed a claim ONLY pertains to the clear coat problem next to the red circle on the far left. The issue has NOTHING to do with the red circle on the far right. These MUST BE SEGREGATED. As I have stated in so many PREVIOUS communication attempts, the red circle on the far left IS NOT A CHIP ... I repeat is NOT A CHIP! Regardless of what the specialist interpret the photo to be. This area has been inspected and assessed by the local professionals at ****** Chrysler IN PERSON and WILL CONFIRM that what is portrayed in the photo is NOT A CHIP. While a picture is worth a thousand words as the cliche goes; there is NO SUBSTITUTE for in person assessment. To me; FCA Canada is hesitant to follow up with the dealer directly since they do not receive opposing information that there is no physical indication of outside influences. As a customer, I do appreciate **********************'s position on this and assessing what was presented, but to do due diligence completely on the matter; FCA Canada has failed tremendously by not using ALL INFORMATION they have access to in order to make a FAIR/INFORMED decision on this matter.

WHY are FCA Canada so hesitant to reach out to the dealer for direct feedback based on their IN PERSON assessment? That's all I ask and failure to do so is failure to provide full satisfactory customer service. I feel they want to avoid hearing the actual truth of the matter that will support the claim and will subsequently have to honor this legitimate warranty claim. There is nothing to hide here and the photo that was assessed is very misleading based on my comments.

Just to prove a point... refer to the picture I have attached. Will specialist determine that the dog has wings? According to a full photo assessment (without using common sense) one assumes the dog has wings. It's there and very evident. An in person assessment will prove otherwise as it is a perfectly timed photo of a bird behind the dog.

I am trying my best to establish the fact that the photo IS NOT the same as an IN PERSON assessment; no matter how many times you provide the decision over and over (only in a different way). All I ask is for FCA Canada to reach out to the dealer directly for consultation and make a FAIR ACCURATE decision. I do not think that is much to ask and would demonstrate the company's willingness to treat their customers fairly and respectfully.

Sincerely,

*******************
Business Response
Date: 06/06/2024
We appreciate you bringing this matter to our attention again. We are currently in communication with our dealership that will perform another review of the rims with FCA.
However any damage due to to outside influences is not covered under FCA's warranty.
Customer Answer
Date: 06/06/2024

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.
*****
Good day
I need to add that I am CAUTIOUSLY accepting the response from the business (FCA Canada) at this time in hopes that a satisfactory resolution will be the end result. Please note that if I deem any unfair assessments/judgements to be made on this case, I will proceed to engage the BBB again for further action. At this time, your willingness to work with the dealer is very appreciated.

Sincerely,

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

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