Business Profile

Auto Manufacturers

Stellantis Canada

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Auto Manufacturers.

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.

If you've experienced an issue

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:12/12/2023
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.
In the first year of ownership of my 2021 Jeep, I encountered a series of troubling issues, with the most significant being the overheating of the engine on five separate occasions. This persistent problem ultimately led to the necessity of an engine swap. The repeated breakdowns have caused me considerable distress, especially given that I heavily rely on my vehicle for work-related purposes.The frustration and sadness stem not only from the inconvenience of the breakdowns but also from the fact that my Jeep has become a source of constant worry. The fear of it overheating again looms over every journey, making long drives nearly impossible due to the lingering uncertainty about the vehicle's reliability.Despite the engine swap, my vehicle continues to present problems, compounding my stress and exacerbating the challenges I face in relying on it for my livelihood. The situation has reached a point where I find myself in desperate need of assistance to resolve these persistent issues and restore a sense of reliability to my daily transportation. The toll this has taken on both my emotional well-being and professional life is significant, and I am actively seeking help to rectify the ongoing problems with my 2021 Jeep.
Business Response
Date: 18/12/2023
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 buyback. We have contacted our dealership that confirmed that they will repair the vehicle as per FCA standards.
Customer Answer
Date: 18/12/2023

Complaint: 20999155

I am rejecting this response because:

I hope this message finds you well. I wanted to express my appreciation for taking the time to review my case regarding the ongoing issues with my Jeep. However, I must convey my deep dissatisfaction with the situation and emphasize the urgency of addressing the concerns I've been facing.
My Jeep has unfortunately experienced multiple breakdowns, which, given its age and mileage, is highly concerning and poses a significant risk to the safety of my family and other drivers on the road. I have diligently followed the necessary steps by consulting with the service advisor at *************, and they have affirmed the gravity of the situation.

According to the service advisor, the rental vehicle provided during the repairs should be of equal or greater value. Regrettably, I've consistently received rental vehicles that fall short of this standard, despite my extended warranty coverage explicitly warranting such accommodations. It has been a constant challenge to secure a rental, with unnecessary arguments and resistance every time, even though I am *********** this service.

This situation has proven to be a substantial inconvenience, requiring frequent visits to the service center and disrupting my work schedule. Given the recurrent issues and the substantial inconvenience this has caused, I firmly believe I am *********** fair compensation for being sold a vehicle that, in essence, seems to be a lemon.

I kindly request your immediate attention to this matter and a resolution that ensures my safety, addresses the recurring problems with my Jeep, and provides adequate compensation for the significant inconvenience and risks involved. I do not feel safe driving this vehicle, it has caused me anxiety and is effecting my mental health.

Thank you for your understanding, and I look forward to a prompt and satisfactory resolution to this matter.

Sincerely,

*******************************
Business Response
Date: 21/12/2023
We appreciate you bringing this matter to our attention again. We have advised our customer that according to the service contract terms and conditions the plan will pay up to fifty dollars ($50) per day for no more than five (5) days maximum per occurrence for a rental vehicle. Our dealership confirmed that they provided a rental vehicle to the customer in accordance with the terms and conditions of the service contract and vehicles availability. FCA Canada is committed to supporting the efforts of our authorized dealer body to address any confirmed vehicle deficiency. However, none of the FCA Canada warranties cover incidental or consequential damages such as loss of use of the vehicle, loss of time, inconvenience, commercial loss, loss of income, etc.
Customer Answer
Date: 21/12/2023

Complaint: 20999155

I am rejecting this response because:
The blatant disregard for FCA's customers safety is absolutely DISGUSTING. I picked up the car at 8AM this morning the car COMPLETELY seized while crossing a main intersection at 1PM THE SAME DAY (TODAY 2023-12-21). You have had your chance to rectify this. The first time it died (on the ***) was December 24, 2022 and today is December 21, 2023. I will be sure to document this conversation when I contact my friend who works at a news station and is already aware of my on going problems. This is the SEVENTH time this year it has died.
Sincerely,

*******************************
Customer Answer
Date: 22/12/2023

Complaint: 20999155

I am rejecting this response because:

The blatant disregard for FCA's customers safety is absolutely DISGUSTING. I picked up the car at 8AM this morning the car COMPLETELY seized while crossing a main intersection at 1PM THE SAME DAY (TODAY 2023-12-21). You have had your chance to rectify this. The first time it died (on the ***) was December 24, 2022 and today is December 21, 2023. I will be sure to document this conversation when I contact my friend who works at a news station and is already aware of my on going problems. This is the SEVENTH time this year it has died.

Sincerely,

*******************************
Business Response
Date: 22/12/2023
We appreciate you bringing this matter to our attention again. We have advised the customer that we have contacted our dealership and they are currently diagnosing the vehicle. The dealership is working with FCA's technical support team to ensure that the vehicle is repaired as per FCA's specifications.
Customer Answer
Date: 22/12/2023

Complaint: 20999155

I am rejecting this response because:
I am taking this to the media. This is ridiculous that they have 0 regard for road safety or the well being of the occupants of my vehicle and those around it.

Sincerely,

*******************************
Initial Complaint
Date:11/12/2023
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.
Our vehicle has been at a dealership for repairs since October 11th. The repairs are under an extended warranty contract. We have been referred to FCA Canada and am continuously disconnected and directed to the customer service survey. After 3 weeks and a call to a different dealership, we were finally provided with a minivan which is inappropriate for where we live. The warranty is supposed to cover a rental vehicle similar to ours (a pickup) but the dealer refuses to make that an option. Every time the dealer is provided with instructions from the tech line, it is for a part that is obviously not going to solve the problem but we wait for weeks for the part to arrive so they can find out it still didnt fix it and nobody lets us know what is happening. FCA Canada is supposed to be there to provide support and assist with complaints from consumers but we are either told that the problem is between us and the dealership or disconnected several times over. The last rep collected my contact info but didnt attempt to resume contact after the disconnection. After paying $100,000 for the vehicle and $7000 for the extended warranty, it has become frustrating that we are still without an appropriate vehicle to drive, let alone have ours repaired.
Business Response
Date: 18/12/2023
We appreciate you bringing this matter to our attention. We are currently reviewing the concern and we attempted to contact the customer to advise that we are working to repair the vehicle.
Initial Complaint
Date:08/12/2023
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.
My vehicle has been with the service centre at my local dealership since April 2023 - almost 8 months. It still has the winter tires on it from last winter.I took the Jeep to the dealer because it was running funny. They told me it was a camshaft and they replaced it under warranty. I had my Jeep back for 1 week and drove it once. It was still a problem so I took it back to them. They told me it needed another camshaft and that they would replace it.Then they told me that the technician working on my Jeep was sick. Then the technician had family problems and was off. Then their service manager left. There were frequent excuses for not providing me with an update on the status of my vehicle. This continued until September 2023.In September they told me that I might need a new engine. They first told me it wouldn't be covered by warranty. Another month passed and they told me it could be covered under warranty but I would need to produce receipts for oil changes. There are 2 oil changes on my vehicle history. One from September (2022) at Pennzoil and one from last June (2023) at Highway 11 Jeep Dealer (that they completed while the vehicle had been in their possession for two months. We (my partner and I) take good care of our vehicles and change the oil ourselves purchasing good quality oil and filters from Canadian Tire. We moved a year ago and our home has been under constant renovation. I am struggling to find receipts for oil filters and oil.I don't know what to do and I am not convinced that the problem with the engine is not due to the dealer's negligence.
Business Response
Date: 18/12/2023
We appreciate you bringing this matter to our attention. We are sorry for the delay with the engine repairs. We are currently reviewing the concern and working and will follow up with the customer.
Initial Complaint
Date:29/11/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have been waiting for four months for a part for my 2013 Dodge Grand Caravan.The total integrated power control module.This vehicle is my work vehicle. I cannot afford to be without it and rental is out of the question. Why is this happening. Please reply *****.
Business Response
Date: 29/11/2023
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. We have contacted the customer and advised that in order to review the delay we need a more information: VIN #, name of the *** dealer that order the part along with the part # and order #.
Initial Complaint
Date:28/11/2023
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.
On September 30th 2023, my 2015 Ram eco diesel lost total power while I was towing a trailer going uphill and resulted in a near miss situation as the truck decelerated rapidly. The truck would not restart and fired an engine code indicating the crankshaft position sensor had failed. The truck was towed to *************************** on October 5th . Apparently this is a known problem with these trucks and an extended warranty was issued for 8 years unlimited mileage to repair this problem. I was just out of the warranty period by a couple of months and appealed to the dealership and FCA for a good will repair as the seriousness of the failure could potentially end very tragically. The truck sat at the dealership for 3 weeks waiting for parts as ********* was on strike in the states. I incurred rental car charges as a result of the strike and delay in parts delivery. The dealer would not compensate me for that.I called FCA Canada customer care and I was given a case # ******** and assigned a case manager. I received one call from the manager and answered all the question that were asked. I was looking for some resolution to get my truck repaired and have some good will applied to the total cost. There was no contact going forward from FCA despite countless calls to customer care and countless messages to my case manager. I ran into a roadblock and nobody would call me back even asking for it to be escalated to a manager. I never did talk to my case manger again.The truck did finally get repaired on October 27th and I paid the $1,741.88 to ***************************. I also had to pay $793.15 for the two week car rental while waiting for parts.
Business Response
Date: 29/11/2023
We appreciate you bringing this matter to our attention. We are sorry about the concerns experienced with the vehicle and with the delay in our response. We have contacted the customer to advise that we are currently reviewing the concern.
Customer Answer
Date: 29/11/2023

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:28/11/2023
Type:Delivery 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.
Waiting for an abs module for almost SEVEN weeks. Have been left unable to drive for almost TWO MONTHS!!!!
Business Response
Date: 29/11/2023
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. We have advised our customer that ********************** 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.
Customer Answer
Date: 29/11/2023

Complaint: 20927294

I am rejecting this response because: seven weeks is an exorbitant amount of time to leave someone without a vehicle thereby having to impose on others to borrow their car for periods of time, often left without any form of transportation. This has caused extreme stress and waiting in anticipation for almost TWO MONTHS! Getting to work, appointments, errands, etc. has been extremely difficult. My daughter was in tears as she could not practice for her driving test on the vehicle she had learned to drive in. The list of inconveniences goes on and on.

Sincerely,

***************
Business Response
Date: 29/11/2023
We appreciate you bringing this matter to our attention again.
We have advised the customer that FCA is reviewing and is making every effort to provide the part as quickly as possible to repair the vehicle and we will follow up once there are updates. We have documented the customers complaint for internal review.
Initial Complaint
Date:23/11/2023
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.
Nov 12, 2023, we did a maintenance service in ******* Chrystler Dodge Jeep Ram store, after that, we found the start/stop engine light on, but the car still works and I can still drive. Then I checked battery and screen, all good, today I went to charge the battery, and found wires connected to battery were cut out on purpose. The wires were hidden in, normally we could not see them and find the issue. I made the complaint and requested you to investigate the issue. It's scared and horrible for us to make a maintenance service, and I purchase life maintenance oil change service package. It looks so scared to happen this things to me, and next time it might occur other big problems if you don't do anything or research it.
Business Response
Date: 24/11/2023
We appreciate you bringing this matter to our attention. We have advised our customer 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. Workmanship concerns must be addressed with the dealer directly. We have contacted the dealership and notified their service manager. In order to review the concern the customer must bring the vehicle back to the dealership for an inspection to determine the cause of this concern.
Initial Complaint
Date:22/11/2023
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.
2022 ******************** purchased by my mother new April 13, 2023. I am acting on her behalf and have consent to do so. Vehicle has been brought in for repeated servicing, related to the screen/computer display of the vehicle not working. Visits have required resets to the computer and now in the third time we are dealing with this, we have been advised that this is a known problem to Chrysler, for over the last six months. At no point has this been communicated, and the service manager has advised that ******** has directed that they not replace the screen, as it may not repair the issue that is affecting various models. Have tried for three days to contact Chrysler, only be told there is a service disruption and no representative is available to take calls. Online submission has also been submitted with no response. Based on this not being disclosed as a potential issue at the time of purchase or during the first two service attempts, the credibility of Chrysler is lacking. The inaccessible support to address concerns also does not provide any confidence in this organization and my mother not longer wants to deal with this vehicle, waiting for a possible resolution. The dealership will offer $34000 for the vehicle, resulting in $20000 in negative equity for a retiree on a fixed income. $20000 is an unreasonable depreciation for a vehicle purchased seven months ago, from a dealer who is aware of the technical issues.
Business Response
Date: 23/11/2023
We appreciate you bringing this matter to our attention. We have contacted the customer and advised that FCA is working on a fix to resolve the radio concern. 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 buyback or trade in.
Customer Answer
Date: 23/11/2023

Complaint: 20907742

I am rejecting this response because:
The *** shirks any responsibility and places it back on the dealership, identifying that they have nothing to do with any return or trade in value for this vehicle. The dealership is expected to shoulder the responsibility for the ***s non-existent customer support, citing system issues. The caller from the *** wasnt even aware that there was no option to speak with someone at *********************** The *** directs the dealership to not replace a part citing cost and that it will not fix the problem, and that they expect a resolution by the end of the fourth quarter. This has been an issue for over six months and is not acceptable! There is no recourse for the consumer and they are stuck with these issues with no guarantees there will be a timely resolution. The most reasonable outcome in this situation is to take this vehicle back, certainly not with a $20k depreciation in seven months. Why should the dealer be the one expected to deal with this cost when they are at the mercy of ***s direction and it is apparent that they really have no consideration for providing a vehicle that is in full working condition.

Sincerely,

***************************
Business Response
Date: 24/11/2023
We appreciate you bringing this matter to our attention again. FCA Canada's technical support team is working on a fix for this vehicle. As we previously advised the customer FCA will continue to honour the warranty obligations; however, we must respectfully decline to ***** the request for a buyback. We are sorry that the customer wasn't able to reach our customer care department due to technical difficulties however this has been fixed, the customer can reach us by calling **************.
Customer Answer
Date: 29/11/2023

Complaint: 20907742

I am rejecting this response because:
FCA needs to take some responsibility for their inability to provide a timely resolution to their technical issues. All the while, not disclosing any of these known issues at the time of purchase. Substandard customer service and unwillingness to even participate or assist in a suitable resolution for those affected by their defective vehicles that they continue to produce and profit from.
Having no consideration for leaving a senior on a fixed income with $20000 in negative equity is despicable. And what about the over $8000 in warranty, maintenance and protection plans that FCA gets to keep should someone have to resort to $20000 in negative equity for the sake of having a reliable vehicle? Various motor companies at least offer the option of refunding a warranty, maintenance and protection package if a vehicle is sold or traded. How is it that FCA feels that it is reasonable to ******* people in this way? The unwillingness to even consider or discuss how to rectify this situation is yet another demonstration of the lack of regard for the consumer. I would appreciate that this actually be escalated to someone that will assist, as opposed to shirking responsibility to the dealer
Sincerely,

***************************
Customer Answer
Date: 30/11/2023
Complaint: 20907742

I am rejecting this response because:

FCA needs to take some responsibility for their inability to provide a timely resolution to their technical issues. All the while, not disclosing any of these known issues at the time of purchase. Substandard customer service and unwillingness to even participate or assist in a suitable resolution for those affected by their defective vehicles that they continue to produce and profit from.
Having no consideration for leaving a senior on a fixed income with $20000 in negative equity is despicable. And what about the over $8000 in warranty, maintenance and protection plans that FCA gets to keep should someone have to resort to $20000 in negative equity for the sake of having a reliable vehicle? Various motor companies at least offer the option of refunding a warranty, maintenance and protection package if a vehicle is sold or traded. How is it that FCA feels that it is reasonable to ******* people in this way? The unwillingness to even consider or discuss how to rectify this situation is yet another demonstration of the lack of regard for the consumer. I would appreciate that this actually be escalated to someone that will assist, as opposed to shirking responsibility to the dealer

Sincerely,

***************************
Business Response
Date: 30/11/2023
We appreciate you bringing this matter to our attention again. As we previously advised FCA Canada is committed to supporting the efforts of our authorized dealer body to address any confirmed vehicle deficiency. FCA will continue to honour the warranty obligations. As per the terms and conditions the optional service contracts are not refundable if it's more than 60 days since the purchase date.
Customer Answer
Date: 30/11/2023

Complaint: 20907742

I am rejecting this response because:
The optional service contract was purchased in good faith, with the expectation that the vehicle would be of use long term. Please explain why FCA is one of the only companies that do not have the option to either transfer the warranty and service contracts to a new vehicle or refund the remaining portion of warranty or service contract that will not be utilized. This is completely unreasonable and an exception is requested, as the vehicle remains on the manufacturer warranty and the extended coverage is not required

Sincerely,

***************************
Initial Complaint
Date:16/11/2023
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.
The business in question is Highway 11 Chrysler in *******, **. I purchased a new Ram **** Ecodiesel from them in November of 2019.Over the course of my ownership of 4 years, the truck has been at the said dealership for well over 6 months. The latest round of "repairs" has led to it being there for 4 of the last 5 months. Each time the vehicle has been taken in for warranty drivetrain issues, only to have it returned unfixed, and gradually getting worse. On several occasions, no loaner has been offered unless I have kicked up a fuss, and with the past round of repairs, lasting over a month, no loaner was provided at all.They have rarely contacted me with updates, and have just let it sit there until I call each time.In the meantime, the manager offered to buy me out for what I still owed for financing. He has since reneged on the deal, then offered signifcantly less. All the while the truck has been there for repairs. It is no longer plated, as I was forced to buy another used truck to get to work.The same day I refused to take less than what I owe for the truck, their service department finally contacted me to say the truck was "ready for me to pick up". I feel that they have been extremely neglectful, incompetent, and have recently willfully attempted to coerce me into selling it to them for less.
Business Response
Date: 17/11/2023
We appreciate you bringing this matter to our attention. It is regrettable to learn of the disappointment with the experience received at a FCA dealership. As the manufacturer, we depend on our dealership organization to develop and maintain the customer/dealer relationship that is vital to our success. Any information received that does not support our philosophy of providing exceptional service is reviewed by FCA Canada and addressed accordingly. Although, FCA Canada dealers are independently owned and operated, dealers do sell, and service our products; hence they represent FCA Canada as the manufacturer. We can certainly note the comments in our customer contact files.
********************** 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 buyback. We have contacted the dealership and they confirmed that the vehicle has been repaired.
Customer Answer
Date: 17/11/2023
Last night, after declining to accept the dealerships low ball offer, I was finally called to say the vehicle has been fixed. God only knows if the recalls that are outstanding have been performed (likely not), and I can guarantee that the issues have not been fixed adequately.
Very poor customer service and inadequate diagnostics seems to be par for the course.
No loaner was provided for this last round of warranty repairs, and I am considerably out of pocket.
Customer Answer
Date: 17/11/2023
Last night, after declining to accept the dealerships low ball offer, I was finally called to say the vehicle has been fixed. God only knows if the recalls that are outstanding have been performed (likely not), and I can guarantee that the issues have not been fixed adequately.
Very poor customer service and inadequate diagnostics seems to be par for the course.
No loaner was provided for this last round of warranty repairs, and I am considerably out of pocket.
Initial Complaint
Date:15/11/2023
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 purchased my 2020 Dodge Ram three years ago. I took my vehicle in for a routine oil change and the dealership was not able to complete the service because the oil pan was rusted. They were not able to procure the part for my vehicle. We spoke with the service manager and they said they would look into providing a letter saying my vehicle was safe to drive. However, we did not hear back from the dealership and when we called to inquire about the letter, they stated they would not provide a letter saying that I would not be responsible for any further damage or that my extended warranty would cover my vehicle if something were to happen while driving it. We were then told to call FCA to get a case manager to handle this situation. Our case manager told us that they would direct the dealership to write the letter and my case manager would be in touch with us to confirm everything had been handled. After a month, back and forth with the dealership and FCA nothing has been resolved. I have left messages with case managers at FCA and have not received a phone call back. Today I called twice, the first time I was told my case manager would call me back. I had not heard back from them and after 5 hours I called again. This time to be told that my file was closed and nothing could be done. No one from FCA contacted me or made me aware of this decision. There are a few issues with this but the biggest issue is that I've been without a vehicle for a month, yet I am still making payments for it. I paid for an extended warranty to protect my investment and there is nothing that can be done. Both FCA and *************** have provided terrible customer service and poor communication.
Business Response
Date: 16/11/2023
We appreciate you bringing this matter to our attention. We are sorry about the concerns experienced and with the inconvenience caused by parts delay. We have advised our customer that ********************** is making every effort to obtain the oil pan to repair the vehicle. 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. We have also advised the customer that we do not provide assessments or technical assistance and we rely on the dealer's diagnosis. We have also contacted the dealership and they indicated that they would not release a vehicle unless they deemed it safe to drive.

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Cookies on BBB.org

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Customer Answer

Complaint statuses

Business Response

Stellantis Canada is NOT a BBB Accredited Business.