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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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:01/02/2024
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.
In 2020 I purchased a 2019 Dodge Ram from *************** in ********. After approximately 50,000KM I started to have issues filling my tank and was advised by ****************'s service **** at the time that I just had to adjust the way I was fueling so I did as suggested but continued having issues. As time has gone on, the issue has worsened. As I have 104,000KM currently, I took my truck to a service shop that was not a dealership (warranty is done). They looked into the issue and advised that ***** is aware of the gas tank issue and created an upgraded tank.Dodge Canada did not notify current owners of this.Dodge Canada have not issued a recall.If this is a known issue at very least they should provide the upgraded tank at no cost to the consumer! I am not sure if I have any re-course for this. I contacted the dealership who advised there was no recall on this part. I contacted FCA to discuss and they advise because it's not safety related there is no current re-call and that there was no one else I could speak with. However, how is it safe when the gas spills out if it's filled to fast? How is it safe when I am standing in a dark gas station lot for 15mins or more on a cold day trying to fill my truck, because I can only fill it very, very slowly. This may not seem like a safety issue to the men driving these trucks, but it is certainly a safety issue to me.You help/review with this matter would be much appreciated.Kind Regards
Business Response
Date: 02/02/2024
We appreciate you bringing this matter to our attention. Our customer has been contacted and notified that within the 3 years or 60,000km (whichever occurs first) basic warranty, FCA Canada will not hesitate to assume the fuel tank repair costs if a defect is identified. However, after the warranty terms have been exceeded, any charges are the responsibility of the vehicle owner. The basic warranty has expired and the customers vehicle is not subject to any recall for the fuel tank.
Customer Answer
Date: 02/02/2024

Complaint: 21231916

I am rejecting this response because:
I realize that there is no more warranty. My issue is that Chrysler Canada is aware of this problem, don't deem it a safety issue and have gone so far as to make a "upgraded" tank. The very least they could do is supply a new tank.
1. Its unsafe when fuel bubbles out and its unsafe to be filling late at night when filling can take as much as 15 mins.
2. They have created an alternative tank that does not have these same issues and now expect me to pay for the part and service to install. I can't get this part used, because I can't be sure it's an "upgraded" tank.
Owners should have been notified as soon as the issue became apparent. I mentioned it often when taking my truck for service and was always told I was doing something wrong. As noted above, at very least the part should be provided.

Sincerely,

*************************
Business Response
Date: 05/02/2024
We appreciate you bringing this matter to our attention. We have advised the customer that the recalls are VIN specifics and there are no recalls related to the fuel tank on this vehicle and the warranty has expired. While we regret we could not provide a more favorable reply, we hope our customer can appreciate our position.
Initial Complaint
Date:23/01/2024
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.
Owned since new, 2021 Jeep Wrangler Sahara 4xe. Have had this in for warranty twice already for a "death wobble", a known and longterm unaddressed issue from Jeep.At 26,000kms, I experienced one of the most horrific situations dubbed "the death wobble" at highway speeds. If you spend two minutes online, you can see that this seems to be a factory defect. The dealer immediately knew that there was issues and found a small amount of play in the ball joint. They replaced it and it immediately and permanently fixed the issue on the passenger side.Now, at 46,000kms, it is happening EXACTLY the same on the other side now. Except this dealer's fix is to install a steering dampener. Not sure how the steering dampener would solve ANY issues with known suspension issues, but this is what Jeep does.This is a known issue, there are tons of qualified technicians that will testify that the Jeep proposed fix will not only NOT work, but rather potentially exasperate the issue, making it worse while only lessening the travel. No root cause dealt with.
Business Response
Date: 24/01/2024
We appreciate you bringing this matter to our attention. We have contacted our customer to advise that ********************** is committed to supporting the efforts of our authorized dealer body to address any confirmed vehicle deficiency. We have advised the customer that if there are still issues after the last repair to return to the dealership to continue the diagnosis and repairs. Alternatively customer can go to any FCA dealership for diagnosis and warranty repairs. All FCA dealers have access to technical support from FCA.
Customer Answer
Date: 24/01/2024

Complaint: 21188317

I am rejecting this response because I am looking for an answer to my complaint against Jeep and their "deathwobble". FCA told me to go back to the dealer. The dealer told me to go to FCA. This cyclical idiocy is the issue.
No one at this entire company cares about me, my satisfaction, my opinion, my safety. Where is my protection against this predatory and disgusting runaround? The dealer listens ONLY to FCA. FCA tells me to go to the dealer. My ONLY option seems to PAY FOR OUTSIDE opinions and replace faulty parts under my own dime and time.

I have spoken AT LENGTH to the General Manager who HUNG UP THE ***** ON ME/ I have sent e-mails with dozens of links from qualified technicians that support my claims to the Service Manager and Shop *******. They ignored and "fixed" it with FCA/Jeeps recommended steering dampener, which is a MASK or BANDAID to a serious safety issue. Now my Jeep feels a little smoother but the death wobble is just DAMPENED. You know, like the STEERING DAMPENER does. But this DOES not answer or even merit a response as the steering point does not CAUSE the deathwobble, only masks it, making it far more dangerous as time goes by.
So who can I contact? Who is here to protect us? There are thousands of posts online from Jeep owners expressing how terrified we all are and WHO IS HERE FOR US???????????

What level of politics do I need to play in, to make a large enough noise to be heard? Canada is ruled by corporations and we are ALL done with this abuse with no support.

***********************
Business Response
Date: 24/01/2024
We appreciate you bringing this matter to our attention again. We have advised our customer that ********************** will repair any identified vehicle deficiency. However the only way to repair the vehicle is through our FCA dealers. If the vehicle still has issues it must be brought to any FCA dealership for diagnosis and repairs. They have trained technicians and access to technical support from FCA Canada.
Initial Complaint
Date:22/01/2024
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.
Had a XJ1 Recall that **************** said that the 2015Jeep we had needed done to it. Took Over a month to get the parts in to fix the issue because there was no 4 wheel drive. While waiting for the parts the tech said to drive it but we didn't drive the jeep because we were scared of doing more damage to the Jeep. **************** put the parts in the jeep and charge me $297.54 for the repairs that they pervious did to that jeep on the exhaust. I also had to have a rental car for a couple of days while they fixed the Jeep August 23-25/23. That was $265.77 that we had to pay for out of are own pockets. After *********************** did the work i went and paid for the $297.54 on a Friday Sept !/23 so Saturday I could pick it up. I never got out of the Parking spot and the 4x4 light was on. I left the Jeep right there at **************** until **************** open on Tuesday Sept 5/23. The Techs looked at the jeep again and said that it was the rear end that was gone and it was going to cost a estimate of $5300 to fix the rear end and didn't know when a new one would be in. (Part number 68545101AB) Since then I tried to get ahold of Chrysler Canada and have Two Case numbers ******** and ********. Every time I call they say oh your case manger will call you back in 24 to 48 hours. I have Called many times since September and never got anyone call me back except to talk about the exhaust issue and they said it was are issue to pay for but all the work was done by there ********************* of shops for the life of that Jeep. The owner of **************** never even talked to me about issue, the only one I could talk to was *********************** who is the General ******. He would only give us $1000 off the price of the parts but still couldn't give me a date of when the Parts would be in. I felt ****************/ Mopar Canada put us in a bind because our son was going to be staying in Halifax at the *** for treatments for a 12 week period, starting middle of Sept.
Customer Answer
Date: 23/01/2024
This just shows you when your down and out and in need of Transportation to and from the *** in Halifax for 2x a week for 12 week's at 400km round trip) big companies like (********************* and Mopar Canada) will try to take advantage of you. Its not that we didnt have the money it because we put a good size down payment on a new vehicles somewhere else. This just show big companies dont care about the customer and its all about the money they can make when it was a miss diagnosis and no parts available or time of delivery,
This was the last thing that my family needed to deal with when we were sending our 10 year old son to the *** for treatments and only could see him on weekends. If you want proof of his stay at the *** and I can prove that also. I have a letter for his stay at the *** and our trips to Halifax.
Customer Answer
Date: 23/01/2024
This just shows you when your down and out and in need of Transportation to and from the *** in Halifax for 2x a week for 12 week's at 400km round trip) big companies like (********************* and Mopar Canada) will try to take advantage of you. Its not that we didnt have the money it because we put a good size down payment on a new vehicles somewhere else. This just show big companies dont care about the customer and its all about the money they can make when it was a miss diagnosis and no parts available or time of delivery,
This was the last thing that my family needed to deal with when we were sending our 10 year old son to the *** for treatments and only could see him on weekends. If you want proof of his stay at the *** and I can prove that also. I have a letter for his stay at the *** and our trips to Halifax.
Business Response
Date: 23/01/2024
We appreciate you bringing this matter to our attention. We are sorry about the concerns experienced with the vehicle. We have contacted the customer and notified that we will document a complaint for internal review. We have also advised that FCA Canada will not hesitate to assume all the warranty repair costs. However, any charges for repairs and other expenses outside of the warranty are the responsibility of the vehicle owner.
Customer Answer
Date: 23/01/2024

Complaint: 21180739

I am rejecting this response because: I have not seen a letter of apology from your locals ************ or the local dealer ship. It feels like your business only cares about selling vehicles instead of repairing them. *********************** miss diagnostic of my jeep being the rear end and not the *** and could not give a date of parts arriving to fix the rear end. Also in the way the general manger treated me. Its not about the money it about how we were treated now. Maybe a letter of apology from ******************* that owns **************** would help how we feel.

Sincerely,

*******************
Business Response
Date: 24/01/2024
We appreciate you bringing this matter to our attention again. It is regrettable to learn of the disappointment with the experience received at ****************. Every FCA dealership is independently owned and operated. We have documented the complaint and all complaints against dealerships are reviewed by FCA Canada internally and addressed accordingly.
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.
Customer Answer
Date: 30/01/2024
To the Better Business Bureau! Why are all dealer allowed to make all kinds of new vehicles but have no parts to repair them. Making a person sell the vehicles for their issues or engineering flaws. Right now I have a fleet truck under warranty with the engine gone. It has been sitting at the dealer since (This is at another dealer) December 15 waiting for an engine. The dealer keeps on telling us the engine will be in soon thats almost a month and a half. This 1/2 is also a new half ton so it is under warranty. It just seems like the dealer are just wanting to sell vehicles and not make the customer happy by getting parts to fix the vehicle they have and need, As ***** said oh they could have the parts expedited to me that still didnt give me a date of when they were going to have the parts in ****************. Big companies dont care what the customer needs are all they want to do is make the big money in selling new vehicles now and not to sell parts to fix the vehicles they have. My incident is a prime example of that.
Initial Complaint
Date:17/01/2024
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 brand new 2023 jeep wrangler unlimited sahara 4XE in october 2022, I've had little issues with it until October 10th 2023; on october 10th, I plugged in the jeep to charge it and the jeep started throwing error about servicing the charging system. I have been to 3 dealership appoitments since, and still have no fix or resolve in view. The first two appointments were essentially only tests to try and figure out the problem, jeep investigated and requested that the charging harness be changed, which was done on my third appointment, which did not work. Now I have a forth appointment on february 6th; they need to keep my jeep for the full day to take the battery out and lookup a part number, therefore it will not be fixed on feb 6th. This will be my 4th appointment, and still no fix. I have escalated the case through jeep wave but am getting no call back; when i call i get transfered automatically to a case manager with a full voicemail. Jeep should be keeping the jeep until fixed and provide a rental vehicle in the meantime, but are refusing to do so. I bought a plug in hybrid, but it has not been a plug in hybrid for over 3 months now, which is costing a lot more in gas than it should. It is causing a lot of safety issues with the vehicle loosing power when driving but the dealership states it is probably related to the other issue and we have to wait until it is fixed to see if we need to look into another issue. Esave mode also barely works now to charge the battery (intermittent), but again I am being advised that it might be related. Jeep should be owning this, providing a rental vehicle or a loaner and keep my jeep until they can figure out the issue, not only does one of the main function doesnt work (Plug in hybrid), it has become a safety issue as well. I am looking to get someone to take ownership of this case and get in contact with me as my case manager is impossible to reach. It is unacceptable to get such little help for jeep's own problem.
Business Response
Date: 18/01/2024
We appreciate you bringing this matter to our attention. We have attempted to contact the customer to advise that ********************** is committed to supporting the efforts of our authorized dealer body to address any confirmed vehicle deficiency. FCA will continue to honor the warranty obligations, however any consequential expenses aren't covered. The rental coverage is available as per the terms of the service contract only if the vehicle is inoperable and must remain at the dealership overnight for a warranty repair.
Initial Complaint
Date:13/01/2024
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 purchased a new Chrysler Grand Caravan in late April of 2022. Within a few weeks, we started experiencing problems with the radio such as the preset station list erasing when it wants to, the buttons on the left side of the steering wheel stop working intermittently for radio channel changing, and the left side of the rear hvac control screen would disappear and not display the temperature. We spoke with elgin chrysler within a month or 2 of our purchase, and they stated that there are updates coming for the radio uconnect system. We kept experiencing these issues, so we booked the unit into elgin chrysler for it to be inspected and noted. They said there are no updates at this time. We continued to book the van into 3 different chrysler dealers at least 9 times in total, but none have solved any of the problems, and our warranty is nearing the end. The chrysler dealers we are dealing with keep telling us that the engineering department is involved, and they have directed the technicians to replace the radio 3 or 4 times now, aswell as steering wheel switches, and rear heat control/ display, and after the last radio replacement, there is another intermittent problem... the radio doesnt always shut off when exiting the vehicle. I am a bit frustrated paying for a new vehicle, and the manufacturer not being able to fix its problems while under warranty. I have also contacted chrysler care, but they just say the dealer has to look at it. I have done some lemon law research , but have not found anything that will help me in *******, Canada.I have attached a video of one of the issues, and i have several more, but i could not attach them as they are in mp4 format, not supported on this.Any help greatly appreciated ***********************
Business Response
Date: 15/01/2024
We appreciate you bringing this matter to our attention. 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 ***** the request for a refund of exchange of the vehicle. We have notified our dealership to review with FCA's technical support team. We have attempted to contact the customer to advise to return to the dealership for a new diagnosis of the radio.
Customer Answer
Date: 15/01/2024

Complaint: 21142369

I am rejecting this response because: we have taken our van to the dealer many many times for Chrysler engineering to say replace the radio again, how many more times can the radio be replaced (think we are on 3 or 4 times already) or the heat module for it to be still acting up still. The amount of money we have spent and cannot use the van to its fullest is not acceptable.

Sincerely,
***********************
Business Response
Date: 16/01/2024
We appreciate you bringing this matter to our attention again. We have contacted and advised our customer that FCA is committed to address any confirmed vehicle deficiency but the vehicle must be brought back to the dealership. FCA's technical support team will work with the dealership to repair all the issues.
Customer Answer
Date: 24/01/2024

Complaint: 21142369

I am rejecting this response because: this is all we hear, "bring it to the dealer engineering will assist them in fixing the issue", we have brought this Van in/called/ emailed and engineering says the same thing, don't use cords to plug in the van... then why are there ports in the van?? Check for updates.. replace the radio (think I'm on the 4th radio) replace the rear heat module... (replaced then messes up again) for the amount of money we have spent and all the time I have to spend to go to and from the dealerships for the same issues is ridiculous. I'm sorry but we are getting no where with getting these issues fixed, engineering says the same thing. As they don't even know how to fix it.

Sincerely, *********************;

***********************
Customer Answer
Date: 25/01/2024

Complaint: 21142369

I am rejecting this response because: this is all we hear, "bring it to the dealer engineering will assist them in fixing the issue", we have brought this Van in/called/ emailed and engineering says the same thing, don't use cords to plug in the van... then why are there ports in the van?? Check for updates.. replace the radio (think I'm on the 4th radio) replace the rear heat module... (replaced then messes up again) for the amount of money we have spent and all the time I have to spend to go to and from the dealerships for the same issues is ridiculous. I'm sorry but we are getting no where with getting these issues fixed, engineering says the same thing. As they don't even know how to fix it.

Sincerely, *********************;

Business Response
Date: 25/01/2024
We appreciate you bringing this matter to our attention again. FCA Canada is committed to repair any identified vehicle deficiency. However the only way to repair the vehicle is through our FCA dealers. We have notified our dealership that the vehicle still has issues and must be brought back for new diagnosis and repairs. They will continue to work with FCA's technical support team to resolve the concerns.
Initial Complaint
Date:12/01/2024
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 received this in May 2023 saying that It could have catastrophic failure. I tried to have it rectified but the answer was not available. I was told not to worry even if my warranty ran out the engine would be covered. I found with this outstanding recall no one would except the truck for trade in. 5 days over my warranty five hours from home the engine blew leaving me stranded with a trailer in tow. Long story short I had the truck transported home for repair. This is where I found out the lies they had told me about being covered for catastrophic failure was on me. I had to pay a diagnosis fee 1500$. They said the engine was completely wore out even though my maintenance records were good. If I paid another 3500$ they would replace the engine no other cost. Next I was told my alternator was seazed and for 1000$ they could replace it but they were able to unseaze it, but it was making noise. 3 months later receiving my truck back it had an exhaust smell in the cab. I had an independent mechanic look it over to find a list of neglected items. I returned the truck to the service department and was told an exhaust clamp and seal had let go. They then said that it would be my responsibility to pay for having it fixed. I argued that they broke it putting the engine in 45$ part and 2 hours labour. I have been with out a vehicle since Oct 5, 2000$ to retrieve my truck and trailer to ******* my home. Initially I had the truck towed to *******, ********************* but they wanted $28000 to replace the engine. That&#**;s as far as I could have it towed with my CAA. I decided I didn&#**;t want to deal with them paid their invoice $ ****** and had the truck brought to ******* ********** motors the garage I usually deal with. My truck only has *****k on it but the engine was finished. I said either the recall caused the failure or ***** should not be selling this junk. I certainly am not responsible for the failure running down the highway in cruise at 105k when the engine failed. I have all the receipts for my cost for this repair aside from the inconvenience of three months of not having a vehicle.
Business Response
Date: 15/01/2024
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. We have also advised that the engine repair was partially covered as a goodwill gesture outside of the warranty. We have also advised the customer that the 2 outstanding recalls on the vehicle are not related to the engine.
Initial Complaint
Date:11/01/2024
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 2020 Dodge Ram pickup from ** dodge dealership brand new. Had many computer problems including the back sensor faulting after we had two back up lights replaced a year ago the blinker wont work or the break light, as the ************************************ dealership service department had put them in wrong breaking the latch were the take lights arent sealed leaving them sticking out and were water can get inside . We have called them about it that we need it fixed and have been told they wont fix the tale lights we paid for because the truck which works in ******* now has been Deleted because the DEF system kept faulting on it and at one point left us stranded out in the logging roads at work driving 9 km a hour the cost to fix the problem was way more then getting the system deleted and was told it was a guarantee the system wouldnt fall again . Now ************************************ dealership is using that excuse when the tale lights is the shops fault they replaced the broken ones improper nothing to do with the truck warranty its to do with there shop warranty they put my back up lights in wrong breaking the latch were they hang . Please help as to replace one back up light is **** dollars not to mention the mount the wiring and the mechanics time . This is outrageous they were rude to me and told me that they wouldnt touch our new **** truck we spend ******* dollars buying .
Customer Answer
Date: 12/01/2024
********************************* ******************* **
Customer Answer
Date: 12/01/2024
The truck is registered to *********************** Elk Holdings
Business Response
Date: 15/01/2024
We appreciate you bringing this matter to our attention. We have attempted to contact the customer and requested the vehicle identification number in order to further review this concern.
Initial Complaint
Date:23/12/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
The vehicle is not a in a condition to be driven safely. In last 7 months I have encountered many issues listed below: The Vehicle is sitting in the service station for 4 months now. The service station has not been able to fix the issues. Its been months. I am looking to return the vehicle.Issues:1. The vehicle stops running all of a sudden with no warning, no error messages etc. It completely shuts off. No light, no indication. 2. About 7 months ago vehicle's entertainment system (rear passenger screens) stopped working. After multiple visits I was told a module needs to be replaced which will take time. I got the vehicle back without a fix. 3. I also complained about vehicle's front end collision detection not working or it works at a distance of 1-2 meters. I was told this is how it is. 4. I complained about the vehicle not able to detect the lanes even when the system is on. Answer was... this is how it is. 5. The vehicle's AC creates a lot of noice when it switches on... I was told this is how it is. I dont expect luxury vehicles to have this problem. 6. The vehicle's start/stop system does not work properly. The moment it kicks in... all other safety features like frontend collision detection, lane assist, highway assist etc all stop working and gives an error on screen. 7. I told the service center that the night vision camera detects all other things like smoke from car/bus but will not detect a pet or a human crossing the road. No resolution was provided. 8. The seat message system of the car works as per its own mood. Sometimes it works for the pessenger but not the driver. No resolution since there were already so many other issues. This Car unfortunately is not safe to drive. I have lost trust... it can stop working any time. Safety features dont work as they should be.
Business Response
Date: 04/01/2024
We appreciate you bringing this matter to our attention. FCA Canada is committed to supporting the efforts of our authorized dealer body to address any confirmed vehicle deficiency.
We are currently in communication with the customer and our dealership and are working towards fixing the vehicle.
We will continue to honour our warranty obligations; however, we must respectfully decline to ***** the request for a buyback.
Customer Answer
Date: 05/01/2024

Complaint: 21049533

I am rejecting this response because:
1. While you say FCA is committed to customer service... Its been 3 months I am following up with FCA, left multiple messages for the case manager to call back.... ZERO response. I guess FCA responds as they like. Thats not customer service.
2. While you say you cannot take back the car... Help me understand what do you do when its 7 long months of issues after issues and last 4 months of Car sitting in workshop dead.
3. I have ZERO trust in the product. I do not if I can trust the vehicle again going by my recent 7 months of experience and lack of service engineers giving an explanation.
4. I have a family and small kids... driving this vehicle is a nightmare. And to top it all... your service managers have ZERO empathy to understand what the customer is going thru.
5. I pay $1800 every month for this car. And drive a rental that have been given by you thats worth $600. WOW.

Sincerely,

*************************
Business Response
Date: 05/01/2024
We appreciate you bringing this matter to our attention again. We are currently in communication with the customer and our dealership and we will ensure that the vehicle is repaired as per FCA specifications.
Initial Complaint
Date:19/12/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am writing to express my deep dissatisfaction and concern regarding my vehicle, purchased in June 2017, which continues to experience unresolved and recurring issues. Despite previous attempts to address these concerns, the lack of effective resolution and response from your team compels me to escalate this matter. Since October 2020, my vehicle has faced repeated issues with the radio, requiring replacement 9 times, and persistent battery problems, necessitating 5 back-to-back replacements of accessory and car batteries. These recurring issues, which significantly deviate from reasonable quality expectations, raise serious doubts about the vehicle's reliability. **** Chrysler's withdrawal from CAMVAP leaves me with limited avenues for resolution. I feel disregarded as a customer, particularly given the low likelihood of encountering so many faulty components consecutively. This pattern points to a deeper problem with the vehicle, which FCA has consistently failed to acknowledge or address adequately. After initially believing the issue was resolved following your outreach, I am disappointed to find myself in the same predicament, with the problems persisting. Multiple attempts to contact **** Chrysler, following the provided protocol, have been met with silence. This lack of response, especially as my extended warranty period nears its end, is unacceptable and reflects poorly on your commitment to customer service and satisfaction. Given these circumstances, I am compelled to demand immediate reopening and escalation of my case. I expect a prompt and concrete plan of action to resolve these ongoing issues, along with a commitment to quality and reliability that I was assured at the time of purchase. Your immediate attention and action on this matter are crucial and necessary to restore my faith in **** Chrysler.
Business Response
Date: 21/12/2023
We appreciate you bringing this matter to our attention. We have attempted to contact the customer today to advise that we do not provide assessments or technical assistance by correspondence or over the phone. Any technical information from FCA Canada is distributed to our dealer network and they are able to repair any vehicle deficiency. We will refer the customer to the dealership for a diagnosis.
Initial Complaint
Date:19/12/2023
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.
We had a service performed on our vehicle in 2019 and then received a recall notice in 2020. Stated on the recall notice - if you feel you have paid for this, submit receipts, workorders etc. to be judged.Submitted by mail initially and got no response. Submitted by email again - took awhile as we were in the process of moving. No response.Submitted again by fax. This last submission was in August 2023.There is no indication of being time sensitive.Since the fax submission, i called to make sure that the case was moving forward. I was told that it would take 4-6 weeks to assess and that a case manager would contact me.At 7 weeks I called to follow up. It was treated like they had never seen the information. We went through everything verbally before finally finding the case. I was told that a case manager would contact me in 1-2 business days.After 2 weeks no contact so I called again. This time the call agent said that he would "escalate" my case internally. I received an email to say that they had my information and that I should hear something within several business days.Since that time, I have made calls every couple weeks only to be told that "they are really busy right now" and always that I will hear from my case manager in 1-2 business days.I have had call centre agents disconnect me, close my case and give me false contact information for my case manager.I have asked several times to be put through to my case manager or a supervisor and they are never available. I am not even put through to a voicemail.One could say that instead of 4-6 weeks that this has taken 4 years as they never responded to my initial submission of information. At the very least it has been 4.5months from the last submission.Calls that I logged Sept 13/23, Oct 31/23, Nov 9/23 and Dec 4/23. My desired settlement is to be REIMBURSED FULLY. I almost feel that I am owed more due to the amount of hassle this has been but of course the consumers time means nothing.
Business Response
Date: 21/12/2023
We appreciate you bringing this matter to our attention. We have contacted the customer to advise that we are currently reviewing the file and working towards a resolution.
Customer Answer
Date: 28/12/2023

Complaint: 21028646

I am rejecting this response because:
I did receive a phone call but it was the same messaging as when I call the call centre.
it did seem that it might go somewhere but I was told again that it would take several weeks to review.
i Do have an extension for a particular person now but feel I would like the case to remain open for a bit of time as no clear answer has been given by FCA.

Sincerely,

********************************
Business Response
Date: 03/01/2024
We appreciate you bringing this matter to our attention again. We have notified the customer that the file has been processed and the cheque with the reimbursement has been mailed to the customer today.
Customer Answer
Date: 10/01/2024

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.
I would like to add that without BBB's help I don't think that this matter would have been resolved and I would still be fighting and waiting for my reimbursement.
Thank you very much.

Sincerely,

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

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