Complaints

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:07/02/2025

  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.

  Im writing to raise a serious consumer concern affecting **** owners and to highlight troubling business practices that deserve public attention.On June 5, we brought in our 2019 Jeep due to a failed instrument cluster. While the vehicle remains mechanically sound, it is legally undrivable without a working cluster. We contacted *****-***** Chrysler Dodge Jeep Ram (**********************************************), who told us the part would arrive in 710 business days.Nearly a month later, we were informed that Jeeps supplier is unable to manufacture the part at all. This leaves us with a perfectly functional car that we cannot legally drive, repair, or sellbecause the vehicle cannot be titled without a functioning ************* controls the sole supply of this component, giving consumers no alternative path to repair. Despite our willingness to pay out of pocket, no fix is available. Most frustratingly, we were offered a loaner vehicle by one **** representativeonly to have it revoked by another, who claimed we did not qualify. This delay is entirely Jeeps responsibility, yet no accommodation has been made, and customer ********************** has failed to offer any solution.This issue reveals a critical risk to Jeep owners. If your car requires a proprietary part that the manufacturer cannot supply, you could be stranded indefinitely. Jeeps control over essential parts, paired with no backup plan for consumers, creates a serious threat to consumer rights and mobility.We ask that this matter be investigated further by local media to inform the public. Please contact *****-***** ******** Dodge Jeep Ram and JeepCares in ****, **, to verify our experience and assess how widespread this issue may be. Our case number is ********. Thank you for your attention.

  Customer Answer

  Date: 07/02/2025

  vin is 1c4hjxdn8kw649723

  Business Response

  Date: 07/03/2025

  Better Business Bureau of Detroit & ****************
  
  ****************************
  
  Suite 202
  
  ********************
  
  
  BBB  23547313
  
  Our File: 93524145
  
  Thank you for forwarding the complaint from **** ******. According to our records case ******** is with a cased manager. The case manager will work with the supplier and dealer to have the parts shipped as quickly as possible.
  
  The case manager will update the customer as they become available.
  
  ********** will continue to honor any future repairs necessary per terms of the active factory warranty.
  
  Best *****************************************************************

  Customer Answer

  Date: 07/03/2025

  [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:
  

   

  We know the jeep is not under warranty.  This is not the question.  We just want to be able to buy the part to fix our jeep. After 4 weeks we are unable to get the part because Jeep or whoever owns them doesn't have one.   We just want to be able to buy the necessary part to fix our car. We can't drive our car thus want a free loaner car until the part is available so we can repair our car.  We have already established the we are not in warranty - I think the company's answer is a stall to not address the real question of where the part is and why they aren't supplying it,
  [You must provide details of why you are not satisfied with this resolution. Please type details here:]
  
  Regards,
  
  **** ******

  Business Response

  Date: 07/08/2025

  Better Business Bureau of Detroit & ****************
  
  ****************************
  
  Suite 202
  
  ********************
  
  
  BBB  23547313
  
  Our File:    93561622
  
  Thank you for forwarding the complaint from **** ******. According to our records case ******** on June 3, 2025 the case manager spoke with the customer.
  
  The customer was advised that due to the repair not being a warranteable repair, rental assistance will not be granted. The customer was advised that the case manager is working with the supplier for the shippment of the parts for repair.
  
  ********** will continue to honor any future repairs necessary per terms of the active factory warranty.
  
  Best *****************************************************************

  Customer Answer

  Date: 07/08/2025

  [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:
  I am writing to express my serious safety concern regarding the ongoing parts availability issue affecting my Jeep vehicle. It has been over a month since I first contacted your company, and I still have not received:
  A clear timeline for when the needed part will be available
  A definitive answer about whether this part will ever be manufactured again
  Any accountability from either the dealership or ********** regarding this situation
  This parts shortage has created a serious safety hazard for **** owners worldwide. The defective part causes all gauges to malfunction, leaving drivers without critical information about speed, fuel level, engine temperature, and other vital safety indicators.
  Despite this dangerous condition, many Jeep owners can continue driving their vehicles because they have no other transportation option, accumulating miles on cars that should not be on the road. This creates an unsafe situation for drivers, passengers, and other motorists globally.
  This parts shortage has left me and other Jeep owners in an impossible position. We cannot:
  Drive our vehicles safely due to non-functioning gauges
  Complete necessary repairs
  Sell our vehicles due to their inoperable condition
  The lack of communication and apparent unwillingness to take responsibility for this situation is unacceptable. ********** has a duty to support customers who purchased your ********************* in good faith.
  I am requesting immediate action in the form of:
  A loaner vehicle until the part becomes available, or
  Access to the required part through alternative sourcing, or
  A clear resolution timeline with regular updates
  Jeep owners should not be left stranded without transportation due to **********'s supply chain failures. I expect a prompt response with concrete solutions, not more delays and excuses.
  I look forward to your immediate attention to this matter.
  
  
  Regards,
  
  **** ******

• Initial Complaint

  Date:06/24/2025

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore 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.

  Mopar extended warranty is currently advertised as a full money back guarantee. It is list on **************************. We have reached our milage limit requested a refund they sent us back $2820.00 we were owed $3520.00 they say now it based on some msrp claim they are making. The prices for their products are not listed anywhere. We purchased it from *** ****** Chrysler jeep dodge ram in 2020. We never received the packet they said contained all the stipulations. We went online to their website and could find no mention of this less amount due to msrp being less. We have been calling and gotten no answers and the worst part is if you call they hang up on you every time you ask for documents or reasons as to why they do not honor their obligations to the people who supported them. I am just seeking them to honor out agreement.

• Initial Complaint

  Date:06/23/2025

  Type:Delivery Issues
  Status:

  UnansweredMore 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.

  Vehicle went if for repair, the amount of the repair exceeded total vehicle value, so Mopar ********* bought me out of warranty and mailed check to dealership in the amount of vehicle value. The May 10, 2025, and should arrive in 7 - 10 business days, after the 10 business days I called back they then told me it was not mailed until May 19, 2025, and could take 3-4 weeks to be delivered. I called back after the 4-week **** and then they tell me it was not mailed until May 26, 2025 I feel as if I'm getting the run around, they refuse to mail to my home address and I was told to call back after June ******* the problem I'm having is the date that the check got mailed keeps shifting I have no way to verify any of this. I was also told if the check doesn't arrive, they will cancel that check and send another one, which could take 3-4 weeks again. Why do they keep repeating the same process and simply refuse to mail to home address or mail certified with tracking number on the second attempt. Meanwhile my vehicle has been just sitting for 2 going on 2 months now.

  Customer Answer

  Date: 06/24/2025

  Vehicle VIN *****************

• Initial Complaint

  Date:05/17/2025

  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 brand new 2022 Dodge *********. Given that this was our first brand new vehicle, we were thrilled. We had worked extremely hard to afford a nice vehicle. We wanted to protect our investment, so we purchased an extended warranty. Last month (April 2025), we noticed water coming into the cab through the back window. We contacted the dealership who took a look and advised us that we were about 2 months outside the original dealer's warranty, and our extended warranty did not cover glass. The dealership filed a "Good Will" claim through Mopar. It was, of course, denied. We were then advised to go through our insurance company to have the glass replaced. As instructed, we filed a claim and took the truck to a glass repair shop. The glass repair shop would not replace the glass as this is a common issue and has been since 2018. The glass shop noted that this issue is because Mopar used cheap plastic for the window seam instead of using steel as in prior models. Although Mopar is aware this is a recurring issue, they have chosen to cover a select group of Rams that does not include ours. When I called Mopar to advise of all of this, I was told they would do what's called a "cost assistance" to replace/repair the window. At this point, we are beyond frustrated. Given this is a known issue, we should not have to pay a ***** out of pocket. Given that this vehicle cost us around $70K, has low mileage (<25K), and we're right outside the dealer's warranty time frame, Mopar should do the right thing and fix our vehicle accordingly. We intend to do everything in our power to have this addressed to our satisfaction and will engage a lawyer if necessary.

  Customer Answer

  Date: 05/19/2025

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

  Business Response

  Date: 05/19/2025

  Better Business Bureau of Detroit & Eastern Michigan 
  
  ****************************
  
  Suite 202
  
  ********************
  
  BBB 23344560
   
  Our File: 93047846
  
   Thank you for forwarding the complaint from ***** ******. According to our records case 
  93033274 a supervisor spoke with the customer. The customer was advise to work with the dealership.
  
  ********** will continue to honor any future repairs necessary per terms of the active factory warranty.
  
  Best Regard,
  
  ***
  
  T0103P4
  
  Stellantis Customer Care      
  
  

  Customer Answer

  Date: 05/19/2025

  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:
  
  We have spoken with the dealership multiple times and they state that this is an issue Mopar must resolve as it's a known problem with the design, specifically the seam of the glass within the vehicle. Also, when a customer asks to speak to someone at a higher level, they should be allowed to do so. Telling a customer it's not possible to speak to someone else and hanging up on them is completely unacceptable. 

  Regards,
  
  ***** ******

  Business Response

  Date: 05/20/2025

  Better Business Bureau of Detroit & *********************;
  
  ****************************
  
  Suite 202
  
  ********************
  
  BBB 23344560
   
  Our File: 93057525
  
   Thank you for forwarding the complaint from ***** ******. According to our records case ******** was cloed on May 19, 2025. The customer was advised to work with the dealer.
  
  The customer will need to ask the dealer to do a goodwill for the repair.
   
  ********** will continue to honor any future repairs necessary per terms of the active factory warranty.
  
  Best Regard,
  
  ***
  
  T0103P4
  
  Stellantis Customer Care     

  Customer Answer

  Date: 05/20/2025

  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 dealer noted that as of September 2024, they were advised any goodwill claims would need to be processed through ********** as the dealers are no longer allocated goodwill claim funding. This is a constant pointing of fingers and someone needs to take accountability.
  
  Regards,
  
  ***** ******

• Initial Complaint

  Date:05/15/2025

  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 family and I have had this 2009 Chrysler Town and Country Touring van for 16 years. this year in April of 2025 I went in to get something fixed that I know was covered under the warranty but then was told I wasn't able to get it fixed because I missed the inspection period and that the warranty was expired for that reason. We had a bumper to bumper lifetime powertrain warranty and for 16 years we have never been told about a 5 year inspection period and never was told about the inspection window. every time I call ******** ************* I get sent over to ******************** then back to ******** ************* and they put me in touch with case management for my situation to be escelated and I had to have documentation that I was in during that period of time BUT I NEVER KNEW ABOUT IT SO HOW COULD I SEND DOCUMENTS IN DURING THAT TIME IF I NEVER KNEW. This has been some of the worst service I still don't have any idea of where to go or who to talk to I keep trying to explain to ******** that I was never told about the 5 year inspection period and each supervisor tries telling me that the dealership should have told us back in 2009 but nobody has mentioned anything. I tried getting in touch with the documentation department to see if they can help and there was a supervisor named ***** who isn't helpful I still have questions and I am still waiting for a response and still trying to figure out where to go because I just want my refund for $2,500 I paid for the Bumper to Bumper lifetime warranty because ******** isn't taking care of their customers and s******* me out of warranty and would like this to be resolved on Chrysler or Mopars end.

  Customer Answer

  Date: 05/15/2025

  The ** is *****************

  Business Response

  Date: 05/16/2025

  Better Business Bureau of Detroit & *********************;
  
  ****************************
  
  Suite 202
  
  ********************
  
  BBB 23332336
   
  Our File: 93023431
  
   Thank you for forwarding the complaint from ********* *****. According to our records case ******** was closed on April 18, 2025.
  
  The supervisor sent the following email to the customer:
  Dear Mr. ******************* you for getting back to me on this matter.
  
  I understand how this situation can be confusing and frustrating. It appears there may have been a misunderstanding regarding the inspection period for the warranty. Notifications about when the inspection is due are not sent out to vehicle owners. This information is discussed at the time of purchase, and it is the customer's responsibility to be aware of their coverage.
  
  Regarding the service contract ******** MAXIMUM WRAP (THIS MVP OPTION HAS NO PT COVERAGE), the best team to assist you is Mopar Vehicle Protection (MVP). You can contact them directly at ************.
  
  I hope this clarifies the situation. If you have any further questions or need additional assistance, please feel free to reach out to ************, and we will be happy to answer any further questions that you may have.
  
  
  
  Best ************************************* Team Lead
  
  
  
  Stellantis will continue to honor any future repairs necessary per terms of the active factory warranty.
  
  Best Regard,
  
  ***
  
  T0103P4
  
  Stellantis Customer Care    

  Customer Answer

  Date: 05/17/2025

  [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 response I was given from the business goes to show that they aren't listening to me and that I am not being taken care very well from ********. I still have questions on where to go for help  and I have responded back with emails and nobody has responded back to me. and that NOBODY FROM ******** OR MOPAR WHOEVER IT WAS TOLD US ANYTHING ABOUT THE INSPECTION OR INSPECTION PERIOD AND I STILL HAVE QUESTIONS THAT I STILL HAVENT RECEIVED ANSWERS TO YET. WE WERE NEVER TOLD FROM THE DEALSERSHIP IN 2009 ABOUT INSPECTIONS AND WE FOUND NOTHING FROM MOPAR ABOUT INSPECTIONS ON MY VEHICLE AND I WAS TOLD ON THE FIRST DAY OF THIS SITUATION AT THE DEALSERSHIP THAT ******** SHOULD HAVE SENT US A NOTIFICATION ABOUT GETTING THE VEHICLE IN FOR AN INSPECTION TO KEEP THE WARRANTY THAT WE NEVER GOT. IT IS NOT MY FAULT CHRYSLER OR MOPAR WHOEVER IT IS NEVER INFORMED US. AND EVERYTIME I TRY TO GET IN TOUCH WITH MOPAR IT SENDS ME BACK TO ******** CUSTOMER CARE AND IT IS THE SAME RUN AROUND WITH YOU PEOPLE. Hopefully this gets back to the business because I am not satisfied with their resolution.
  
  Regards,
  
  ********* *****

  Business Response

  Date: 05/19/2025

  Better Business Bureau of Detroit & Eastern Michigan 
  
  ****************************
  
  Suite 202
  
  ********************
  
  BBB 23332336
   
  Our File: 93047731
  
   Thank you for forwarding the complaint from ********* *****. According to our records case 
  92149021 the customer was made aware that the inspection was not completed.
  
  The Lifetime Powertrain warranty requires the customer to have the ******************** inspected every 5 years.
  
  If an inspection is missed the warranty is cancelled. This information is passed on to the customer at the time of purchase.
  
  The manufcturer does not send out notices or reminders for the inspection to be completed.
  
  ********** will continue to honor any future repairs necessary per terms of the active factory warranty.
  
  Best Regard,
  
  ***
  
  T0103P4
  
  Stellantis Customer Care  

  Customer Answer

  Date: 05/19/2025

  [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:
  
  Again nobody told us in 2009 about a 5 year inspection period so if we never were told about it how could I remember to take it in. AGAIN NOBODY TOLD US ANYTHING ABOUT FOR THE 16 YEARS OF HAVING THE VEHICLE JUST FOR US TO BRING MY VEHICLE IN AND SAY WE DON'T HAVE A WARRANTY ANYMORE BECAUSE WE DIDN'T BRING IT IN THAT WE NEVER WERE TOLD ABOUT so everyone at ******** customer care saying that we should have been told about it WE NEVER WERE. we feel like ******** is s******* us as customers and not being helpful here what so ever. I'm looking for help on a solution or help of what I can do. 
  
  Regards,
  
  ********* *****

• Initial Complaint

  Date:03/27/2025

  Type:Product Issues
  Status:

  UnansweredMore 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.

  As the other reviews have said, I submitted my rental reimbursement and ********* rides over two months ago now and somehow mysteriously two checks have now gone missing. They also had the wrong name on the account and I had to email multiple email accounts multiple times and I still don't believe they've resolved the issue. Their communication is horrible and other is NEVER a supervisor available to speak to conveniently. I get lied to and told the same thing every time I call. Now I have to wait until 4/4/25 (nearly three months after the reimbursement request) to request ANOTHER check because the bank can only issue one every thirty days. I don't know what kind of shady practices they teach at this company but it goes hand-in-hand with the customer ********************** and products that the **** brand delivers everywhere else. I had to bring my car in previously three times to get this issue fixed and now it's in again for new issues. I'm purposefully not using a rental/Uber/Lyft because of the hassle (and don't think I'll ever see the money reimbursed). And of course, the dealership won't offer a rental/loaner. I wish I received the check from them so I could make my car payment for the vehicle that's continuously in the shop. This is the first and last time I ever buy a Jeep. This company is worse than *********. I got much better service and communication from them. Mopar Vehicle Protection Plan is the shadiest company I've had to deal with in a long time.

  Customer Answer

  Date: 03/27/2025

  VEHICLE IDENTIFICATION NUMBER
  *****************

• Initial Complaint

  Date:03/25/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a money back guarantee for $2440. The stipulations were 1. No claims made within ***** miles or 7 years. 2. Still be in possession of the vehicle. I sent in all required paperwork to receive the money back. After no communication from Mopar, I called them in late January. The representative told me the dealership gave me the wrong odometer disclosure statement and I needed a different one. I went back and got the one they asked for and sent it in. After sending it in, I called Mopar back. They told me to wait 30 days for the check to come. After 30 days I called again. This time they told me the vehicle had to be paid off. I combed through the contract, and it does not state this anywhere. Legal action may have to be my next course of action.

  Customer Answer

  Date: 03/25/2025

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

• Initial Complaint

  Date:01/30/2025

  Type:Product Issues
  Status:

  UnansweredMore 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.

  MOPAR Corporation has not refunded my Maintenance plan refund as well as ************* refund, and extended warranty, I sold the vehicle to another Dealer back in August 2024 and filed for refund in September 2024. Have had many different contacts and interactions with MOPAR and they state they have issued check, however check was never received, filed a stop payment of checks and reissue of checks in October 2024 and MopAR said reissued in Dec 2024 and to wait until Jan 6 2025 before stop payment and reissue of the checks. Every time I call the call center puts on hold transfers to multiple departments and still no resolution. I have been waiting almost 6 months for a refund of over $4800.00 and would like this resolved.

  Customer Answer

  Date: 01/30/2025

  The Vehicle was a white 2022 Ram 1500 Limited

  vin# *****************

• Initial Complaint

  Date:01/07/2025

  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.

  I purchased a molar vehicle protection plan for my 2021 ****** Crosstrek on 4-22-24. On 10-24-2024 I sent in the required documents to cancel the plan because I sold the car. They repeatedly said the documents were not received until after sending them in three different times they finally received them. Two months later on 12/12/24 and after multiple calls requesting my refund, I was told the refund was issued and a check was mailed. The amount was to be around $1,600. The check has never been received to my mailing address that they confirmed it had been shipped to. When I call in to ask for a check to be re-sent they keep telling me to wait for 20 more days to receive the check. When they finally agree to re-send a check, they tell me it will take 30 days to process the request and it will be mailed after that. They are delaying the payment of this refund that I am due and it has been almost three months since this process began.

  Customer Answer

  Date: 01/07/2025

  Hi. The **** is *****************
  
  

• Initial Complaint

  Date:12/18/2024

  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 have/had a lifetime power train warranty with our 2009 Dodge Ram. We have taken the vehicle in for the 5 year inspection as required since we have owned the vehicle. This year in Aug2024 when we called to schedule an appointment for our inspection we were told that the date we were asking to bring it in was full but that as long as we brought it in before 2024 concluded that we would be fine. Well that information turned out to be 100% wrong and our warranty was canceled so when we took our vehicle in for inspection and other services we were asked what warranty? now no one takes responsibility for the misinformation provided over the phone and even though ***** has the entire vehicle service history showing that our service history has always been on point and the vehicle was inspected every 5 years prior throughout our ownership they claim that because no one at the dealership is taking responsibility for the misinformation provided over the phone they will not reinstate the warranty. All of the information is in their records except the call because they (warranty company) claims that even though we were misinformed by the dealership, which the dealership of all people are supposed to know the policy and properly inform us, the consumer, that it was ultimately up to us to know that they were misinforming us. That is literally what the supervisor on the phone said. Regardless of what the dealership said you should know the policy. So now our warranty that we have been vigilant in adhering to was canceled and they will not consider the matter at all for reinstatement. Dodge has pushed back and made it so hard to honor their warranty with every single claim. Now they are using this error from their end to finally do away with the warranty they begrudgingly offered to begin with!

  Customer Answer

  Date: 12/18/2024

  The vin number is *****************

  Business Response

  Date: 12/18/2024

  Better Business Bureau of Detroit & *********************;
  
  *********************************************************** 100    
  
  ********************-4163  
  
  BBB case 22699950
  
  Our File: 91725642
  
  Thank you for forwarding the complaint from ********* *******. According to our records case ******** was closed on December 17, 2024.
  
  The customer was advise that reistatment will not be approved because it was past the requirement date for inspection and advised that we have a strict policy about it.
  
  Customer was agitated about the information and ask for a supervisor. Transfered to supervisor.
  
  ********** will continue to honor any future repairs necessary per terms of the active factory warranty.
  
  Best Regard,
  
  ***
  
  T0103P4
  
  Stellantis Customer Care
  
  

  Customer Answer

  Date: 12/18/2024

  [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 only reason we passed the inspection date was because the representative from the dealership misinformed us when we attempted to make the appointment during the inspection period!  Your employee made an error and now you are punishing us for that which is unfair and unprofessional!  They said we can bring in the vehicle anytime before the end of 2024 which turned out to be wrong!  That was Dodges error not ours!
  
  Regards,
  
  ********* *******

  Business Response

  Date: 12/18/2024

  Better Business Bureau of Detroit & *********************;
  
  *********************************************************** 100    
  
  ********************-4163  
  
  BBB case 22699950
  
  Our File: 91727786
  
  Thank you for forwarding the complaint from ********* *******. According to our records case ******** was closed on December 17, 2024.
  
  The customer was advise that reistatment will not be approved because it was past the requirement date for inspection and advised that we have a strict policy about it.
  
  Customer was agitated about the information and ask for a supervisor. Transfered to supervisor.
  
  Dealerships are privately owned. If you have *** at the dealer indicate that you were misinformed, and verify this over the phone, we would override our policy and send this up for special consideration.
  
  ********** will continue to honor any future ***airs necessary per terms of the active factory warranty.
  
  Best Regard,
  
  ***
  
  T0103P4
  
  Stellantis Customer Care
  
  

  Customer Answer

  Date: 12/18/2024

  BBB as you can see the Mopar representative is completely ignoring the details/specifics of the complaint and are mocking this very process by repeating the same information now twice vs. addressing the complaint which is what is what we are trying to do. The dealership misinformed us about the dates of our inspection and now they (Mopar) refuse to acknowledge the dealerships error and are denying us our warranty.  This is 100% taking advantage of the consumer!  They (the dealership) makes an error and the consumer is punished??  How is this legal??
  
  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:
  
  [You must provide details of why you are not satisfied with this resolution. Please type details here:]
  
  Regards,
  
  ********* *******

  Business Response

  Date: 12/18/2024

  BBB case 22699950
  
  Our File: 91729928
  
  Thank you for forwarding the complaint from ********* *******. According to our records case ********, I have sent to the case manager asking them to reconsider based on previous inspections being completed on time.
  
  Please allow the case manager time for review.
  
  Stellantis will continue to honor any future repairs necessary per terms of the active factory warranty.
  
  Best Regard,
  
  ***
  
  T0103P4
  
  Stellantis Customer Care
  
  

  Customer Answer

  Date: 12/30/2024

  They have not responded with anything to this date

  Business Response

  Date: 12/30/2024

  Better Business Bureau of Detroit & *********************;
  
  *********************************************************** 100    
  
  ********************-4163  
  
  BBB case 22699950
  
  Our File: 91791178
  
  Thank you for forwarding the complaint from ********* *******. According to our records case ******** was closed and the reinstatement was denied. 
  
  Completed inspections: RO# ******| 5th-year inspection completed on 7/28/2014
  RO# ******| 10th-year inspection completed on 08/06/2019
  RO# ******| 15th-year inspection completed on 12/04/2024
  
  The last inspection was completed outside of the allowable window which was 6/1/2024 to 10/1/2024.
  
  ********** will continue to honor any future repairs necessary per terms of the active factory warranty.
  
  Best Regard,
  
  
  ***
  
  T0103P4
  
  Stellantis Customer Care
               
  
  

  Customer Answer

  Date: 12/30/2024

  I am still waiting on a response from Mopar.  They asked for time for management to review and have not heard back.  Can you please provide an update regarding reinstatement?  Thank you 
  
  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:
  
  [You must provide details of why you are not satisfied with this resolution. Please type details here:]
  
  Regards,
  
  ********* *******

  Business Response

  Date: 01/02/2025

  BBB case 22699950
  
  Our File: 91807484
  
  Thank you for forwarding the complaint from ********* *******. According to our records case 
  91672261 was closed and the reinstatement was denied.
  
  Completed inspections: RO# ******| 5th-year inspection completed on 7/28/2014
  RO# ******| 10th-year inspection completed on 08/06/2019
  RO# ******| 15th-year inspection completed on 12/04/2024
  
  The last inspection was completed outside of the allowable window which was 6/1/2024 to 10/1/2024.
  
  If the dealership will call in and verify that there was a misunderstanding we could send the case for review.
  
  Stellantis will continue to honor any future repairs necessary per terms of the active factory warranty.
  
  Best Regard,
  
  
  Jen
  
  T0103P4
  
  Stellantis Customer Care