Complaints

This profile includes complaints for Stellantis Financial Services, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Stellantis Financial Services, Inc.

  5757 Woodway Dr Ste 400 Houston, TX 77057-1520

  
• 

  First Investors Financial Services

  P.O. Box 205749 Dallas, TX 75320

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:07/19/2025

  Type:Billing 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 leased a **** from the local dealership. When I turned in the jeep on 5/14/2025 the sales man gave me a mileage receipt. At that time stellantis said everything was paid except there would be a turn in fee that is not assessed until the jeep is sold. Stellantis began contacting me saying that I kept the jeep and never returned it and said I had to pay the next months payment. When I called they did not help just kept asking me to make the payment. I went back to the dealer and the dealer said they dont know what's happening but stellantis has started doing this. He escalated to his *** and said he would take care of it. I went over a month without hearing anything until I received another letter with stellantis saying I have to pay additional payments and saying theyre going to start charging insurance even though I have sent them the receipt for the dealer return. Also they have not provided any information on what the jeep sold for to show I even owe that return fee. I would like bbb to get them to remove those charges and take care of any hits they have planned on doing to my credit if any. I would also like proof of the jeep sale so I can see that other fee is owed or the fee waived. Thank you

  Business Response

  Date: 07/21/2025

  Thank you for letting us know your concern.  I forwarded this to the appropriate manager for review, and he responded as follows: " This was grounded incorrectly. The *** shows the vehicle was returned on 05/14/2025, but the vehicle was grounded with a return date of 06/14/2025 causing the additional monthly payment to be assessed. I waived the extra payment and the only thing outstanding now is the turn in fee and applicable taxes:
  
  Turn In Fee:        $395.00
  Tax:                        $23.70
  Total Due:           $418.70

  Please let us know at ********************************************************************* if you have any questions or additional concerns.

  Customer Answer

  Date: 07/31/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  
  
  
  
   
  

• Initial Complaint

  Date:07/08/2025

  Type:Customer Service 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.

  While my vehicle was in the possession of this companies vendor, my vehicle was used by what I assume is an employee for personal use for a weekend. I had paid my reinstatement with this financial institution already and was just waiting for the payment to post in order to pick my vehicle up. On the weekend of 11/22/24 through 11/23/24 my vehicle was used for multiple personal trips. Including going to restaurants and bars and home. During these trips there was multiple alerts for aggressive driving. Since getting my vehicle back there was food trash left in the vehicle. The vehicle and seats have marks on them now that were not there before. The vehicles paint was damaged in the drivers side door as well as damage to the door panel. While driving the vehicle it now has a vibration at highway speeds as well as a severe brake pulsation that is did not have before. This vehicle is a 2024 Jeep Wrangler with only ****** miles on it. When I picked up the vehicle they made me sign and initial on an iPad before I could even see my vehicle. When I asked what I was signing for I couldn't get an explanation. I asked the question multiple times and got run around answers. When I asked for copies of what I was signing for that couldn't be provided either. They require all these things without you even being able to see the condition of your vehicle. While my vehicle was in their possession it was basically stolen by one of their employees, abused and damaged. I have reported all of this to Stellantis Financial on 11/27/24 when I picked the vehicle up. I got the run around for months with no resolution and was told multiple times that I could not speak to the department investigating the incident. As of today 7/8/25 there has been no resolution to all the damage done to my vehicle by Stellantis Financial's vendor. I have not been able to drive the vehicle since I got in back on 11/27/24. I just want them to take it back and take the loan off my credit report.

  Business Response

  Date: 07/08/2025

  You received restitution for this complaint in 2024 and the agent was fired.   We will not modify accurate credit reporting.  If you believe that anything that we are furnishing to any ************************* is, in fact, inaccurate, we invite you, as we do all current and former customers, to notify us a ********************************************************************* and we will gladly investigate.   As for the account balance, we would not pursue any deficiency balance if you were to voluntarily surrender the collateral.  This offer expires once the vehicle is obtained without voluntary surrender.   If you would like to accept this offer, let us know at *********************************************************************.  As long as you cooperate, any deficiency balance will not be pursued.

• Initial Complaint

  Date:06/12/2025

  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.

  On April 23, 2025, our insurance company sent $21, 639 check to Stellantis Financial to payoff our "total loss" vehicle. The check has been cashed, but not applied to our account to reflect our account is satisfied. I have called many times and cannot get information. This situation is preventing us from moving forward with getting a vehicle. We have been told it would take a "couple of weeks" but over a month has gone by. We just want the check they already cashed applied to our account to pay off our vehicle and close our account with **********************.

  Business Response

  Date: 06/12/2025

  On behalf of Stellantis Financial Services, Inc., I want to apologize for the delay in processing the insurance proceeds check.   It was received by our service provider April 30, 2025 and our service provider transmitted it to us on May 6, 2025.  The proceeds should have promptly been applied to the account and our customer service agents should have noticed this when you contacted us.  The proceeds are being applied to the account now.  I regret the consternation that this may have caused you.   If you have any questions, please do not hesitate to reach out to *********************************************************************.  

• Initial Complaint

  Date:06/05/2025

  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.

  I leased a Jeep Grand Wagoneer starting 7/8/2024. The vehicle started having electrical issues 8/19/2024 and notified ******** ********. Several times since then as well. December 5, 2024 the vehicle had several alarms light up and went in to ******** for repair. They had the vehicle until January 8, 2025!!! I got the vehicle back for 1 day and returned it to ******** for more electrical alarms displaying. They had the vehicle for another week. The vehicle continued to cause issues, including not being able to use the hands free phone while driving as the radio would play during a call. The vehicle went in for a 2nd opinion (per Stellantis request). Acknowledged the problem but could not resolve the issue. Filed the paperwork (as required and requested by Stellantis) for reimbursement for the month that ******** had the vehicle and I still made the Lease Payment of $1,479.58. Was told on 4/17/25 by ****** (Stellantis employee) that the claim was approved. The vehicle continued to have problems so I returned the vehicle in and leased a Jeep ******. I have NOT been reimbursed for the $1,479.58. Contacted Stellantis 6/5/2025 and was told that the Supervisor changed the claim and denied it after ****** sent me the email stating it was approved. I was not notified of the denial. I submitted everything required. I have met all of the obligations per the contract and submitted everything according to the lease agreement. Stellantis is DEFAULT on the reimbursement. I would like the $1,479.58 that I am entitled to. They wanted a copy of a statement proving what I pay each month. I showed that! Lemon Law states 3 episodes, unrepaired, and they have to take the vehicle back. I chose not to pursue that avenue and returned it for a different leased vehicle, saving us both court costs.

  Business Response

  Date: 06/10/2025

  Thank you for notifying us of your concern.  This matter is being handled by the manufacturer, ***********  Upon receipt of the complaint we reached out to our contact with ********** for an update.  Today, we were notified that: "A check was cut yesterday for the reimbursement she is requesting."  If this is not your understanding, please let us know at *********************************************************************.

• Initial Complaint

  Date:05/31/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I made my ***** truck lease payment by bank check on time but Stellantis never cashed the check. I received a late notice and had to call in the ***** lease payment with an additional late fee of $22 and I put a stop on the bank check with my bank. A month later Stellantis attempted to cash the stop payment check and they are now charging me $15 for their attempt to cash the check. I want reimbursed the late fee and the $15 miscellaneous fee cancelled. I called and filed a complaint with Stellantis but never received a call back

  Business Response

  Date: 06/04/2025

  Thank you for notifying us.  Upon receipt I asked our Customer Experience Team to review and have been provided the following update: "I had a conversation with the wife who identified herself as James *********. During this discussion, I communicated that we have waived the non-sufficient funds (NSF) fee of $16.50, which corresponds to the $15.00 fee referenced in the Better Business Bureau (BBB) complaint. The customer indicated her desire for a reimbursement of $22.00 for a late fee and requested that a check be issued. A separate request has been submitted to the cash management department. Furthermore, she informed me that she plans to utilize automatic drafts for her future payments.  She expressed her appreciation for the resolution provided and was told about the next due date (NDD), which is scheduled for June 26, 2025."   Prior to the update, I received the following results from the investigation: "I received a complaint on May 30, 2025, regarding the customer's concerns with the payment issue. Supervisor REDACTED and I were able to listen to the call with agent REDACTED from May 27, 2025.  Our finding was that  Leslie ********* uses Bill *** to make the payments. The April payment was not received until May 20, 2025. However, she paid $721.83, which included the $22 late fee, on May 13, 2025, by phone and initiated a stop payment.
  The May payment was made via bill pay and was received on May 25, 2025. The agent advised that the payment was reversed, which was incorrect; cash management had to reserve the payment to apply it to the late fee. However, the agent did provide her with information about how bill pay works, but Leslie disagreed with the information and wanted to speak with someone higher.  I have called ***** and ****** today and left a message to speak with them,  to provide a clear understanding of the bill pay process, and to offer a resolution.   The Resolution: On June 2, 2025, we will waive the $16.50 NSF.  I will send her an email requesting proof of the $15.00 charge that she received from her bank, so we may reimburse her. Additionally, send a request to *** *************** to reserve the $22.00 late fee."     If this is not your understanding, please let me know at *********************************************************************. 

• Initial Complaint

  Date:05/28/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  April 19th, 2025, my vehicle stolen from my lawn, I reported it to the police, insurance and bank immediately. Police confirmed vehicle was in ******. The insurance (*****) immediately started the recovery process. I called daily to ask for an update, no update until 5.20.25, they told me it was in the US and that Stellantis, my bank, had repossesed it. I called bank, they explained I had to pay $4,700 to retrieve vehicle from impound. I asked them why it was repossed since payments are current, and why didn't anyone call me, they knew I had reported it stolen. Instead, they allowed the vehicle to sit in the yard for almost a month. Geico, since 5.20.25 has been trying to send an adjuster to the impound to inspect the vehicle, but not able to because since 5.20.25, Stellantis has been "creating a release form" to allow the inspector to inspect the vehicle. Every day since 5.20.25, I call for an update and am told that the form is being created. Today 5.28.25, Stellantis tells me there is no such form, that I need to pay the $4,700 so that the adjuster can inspect the vehicle. On 5.20.25, Stellantis tells me I have 15 days to get my vehicle back or it will be sold and I will be liable to pay difference, yet don't allow the inspector access it. Yesterday I received a letter from Stellantis stating that I "broke the promise in our agreement." I called to see what promise, and they are treating this as if it was rightfully repossesed. I paid the $4,700 today because my 15 days notice is almost up. I am requesting that this be reimbursed as I don't feel this was fair practices.

  Business Response

  Date: 06/02/2025

  This is the amount that we were required to pay in order to get the vehicle out of impound.   The contract allows us to act to protect our security interest if the customer allows the collateral to be seized.   The amount we were required to pay was added to the account as permitted by the contract.   Attached is the invoice that we paid.

• Initial Complaint

  Date:05/23/2025

  Type:Billing 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've had numerous errors when attempting to log onto the *** website over the better course of 3 months. I am constantly being forced into performing 2-factor authentication, and never receiving the text message. After calling, turns out phone number on file was not correct - was corrected and am still not receiving the text to complete 2-factor authentication.On top of this, last month after several attempts to gain access to their website, I was finally able to after a phone call and a password change - after scheduling payment, 5 days after payment was due I began to receive phone calls from Stellantis informing me payment was declined due to inaccurate banking information.I've manually entered my banking information for over a year (because even after selecting to save my information every single time I make payment, it never does), and I know my information by heart - even after reading the correct number to me, they stated I entered my number incorrectly and are charging me interest on what they state is a late payment in the amount of $15.This is not only a false statement from Stellantis, but disheartening to be told I have no choice but to pay the interest, due to the many issues their website has incurred in the past 3 months and claiming I entered incorrect banking information...even after they read back to me the correct ***************, here I sit today, unable to access their website - because I had to change my password yet again because ****** Chrome still had the old one stored, and thus because it was entered incorrectly 2 times, I am now locked out and forced to create yet another password.This is an awful lot of effort and headache to bestow on your clients, when all they are trying to do is make the required payments each month - I don't know why so many hoops to give money...it isn't like there is an option to take money. If someone wanted to access my account and make a payment, I'd gladly let them.

  Business Response

  Date: 05/27/2025

  Your account is being serviced by ***************  I have been informed that the account has been unlocked.   We have waived late fees as a courtesy.   The problem was that a zero was missing (see attached).  I have asked someone to contact you to explain.   Feel free to reach out to us at ********************************************************************* with any questions or concerns. 

  Customer Answer

  Date: 05/30/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  
  
  
  
   
  

• Initial Complaint

  Date:05/20/2025

  Type:Customer Service 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.

  So my last two payments I try to pay online but the website is down so youre not able to pay online then I called customer serviceand they dont even know English and so they keep on taking my payment wrong. They keep on answering the wrong bank account information and theres a barrier. I try to get a hold of the Texas office and I cant reach anyone. Im sorry but if youre gonna outsource your company, it should be with people that understand English I even know Spanish and I was trying to speak Spanish to them, and they completely speak a whole another Spanish that I do not know. This company needs to stop being cheap and hire people that know how to speak English and communicate since most of your business is done inthe ************* instead you out to another country or countries or wherever these people are from and theres a language barrier you cannot get anything resolved because they dont understand you

  Business Response

  Date: 06/12/2025

  The call has been reviewed and the following feedback provided: "I reviewed the call dated 4/17/2025 for agent ***** ******.  The customer provided him with the routing number # ********* and initially gave him an account number of #********* and then corrected herself when asked to repeat it she provided # *********.  There is a slight difference in the number she transposed the numbers. When the agent repeated the numbers back to the customer, he only provided the customer with the last 4 digits of the checking account number # ****.   The agent should have read the complete number back to ensure he entered it properly.  I did not hear a language barrier and at no point during the 7min call did she ask him to repeat himself or was unclear on what the agent asked."  

• Initial Complaint

  Date:05/16/2025

  Type:Customer Service 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.

  On 4/3/25 My son was in a car accident, his car was/is financed through **********. Insurance totaled the vehicle and promptly paid Stellantis $26K plus, when we reached out to our Gap coverage they told us that Stellantis had already reached out (cool getting things taken care of) Gap sent Stellantis 2 checks one for $12043.3 and one for $1900(+), my account shows a 0 balance now but isn't showing closed, we have called several times and no one can seem to tell us why the account isn't closed and that it will take 30+ days for us to receive and almost $10K refund from them. We've asked several times and been offered several times for a *** representative to call us back to help answer these questions and have yet to receive a single call, my account stills sit's open with a $7800 overage, a $1900 dollar check with our account information on it from the ************* that they haven't cashed and can't tell us why... although that have indicated they have received it and "don't understand why it hasn't been cashed". I no longer wish to do business ever with this company who's hold loop indicates they pride themselves on top notch customer service. I just want the over payment and the $1900(+) check sent to me so that I can move on. My son is still out a vehicle because we are waiting on these funds to get him into a car and I have family battling Cancer that could also use a little bit of financial assistance with medical bills. not that this is ANY of the BBB or Stellantis' business but I shouldn't have to wait for 30+ days for a refund check. No one should, esp when we've already been dealing with this for going on 2 months now. Close my account, send me my refund check and I will make sure that I secure my own financing from now on to avoid having to deal with the like of this company ever again. This is a joke.

  Business Response

  Date: 05/16/2025

  First, I apologize for the poor service that you have received.  Next, I have escalated this to our Managing Director, and she has requested for her team to do the following: "The Total Loss Processing has been completed as of May 8th, 2025 the date of the Total Loss was April 4, 2025when we received the last payment from the Warranty.  The *** received was $12,043.30 which overpaid the account by $7,726.48; in addition, the warranty refund of $1939.02 has been received and was requested to be sent to the customer today.  Please contact the customer and let them know the status of the account and inform they we will be refunding them the overage of $9,665.50.  If the check did not go out today for the $1939.02, cancel that and issue the total amount of the overage, Fed Ex to the customer, if the check was sent advise the customer that we will be issuing the remaining $7726.48 and Fed Ex it on Monday and will call them with the *** Ex information. Please update us on your conversation with the customer."  Please feel free to contact me directly at *********************************************************************.

• Initial Complaint

  Date:05/12/2025

  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 wife and I leased a brand new vehicle. 5 days later the transmission failed, the service department after 6 weeks of trying to fix the issue agreed that the car was a lemon. Since then, we have been going in circles with the manufacturer, **********, The leasing company, Stellantis Financial and their parent company *** (************************). They will not close out our lease and we are unable to get any directions or next steps. We need help.

  Business Response

  Date: 05/13/2025

  Thank you for notifying us of your concern.  We immediately made contact with ********** to determine the status of the claim.  See attached for the information that we have been provided.  We have also requested updated information from the highlighted individuals (they are with ********** and not Stellantis Financial Services, Inc.).  From what we are reading, there is an active case, we have provided ********** with the payoff information, and they should be sending us a payoff soon.  I understand that this must be frustrating, and we will continue to push to get this resolved.