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Initial Complaint
06/24/2024
Complaint Type:
Service or Repair Issues
Status:
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.
I have a 2021 Dodge Ram that would not start, and I had to contact Mopar roadside assistance to tow the vehicle to my dealership at which I had to pay $15 for it. The truck is a lease that's under miles, and still under warranty. The service department stated it would take 4-5 days to determine the issue and then 2-3 days to determine what will need to be done next. In the meantime, I do not have a vehicle to drive, and Chrysler capital wants their payment which is very unfair. I find it very hard that the dealership does not have enough cars to loan out. This is not my truck; I don't own it and I was really looking forward to releasing my 7th vehicle today since I received an email stating that I could turn my lease in early with them but Chrysler Capital fail to approve me. I will not make a payment until the dealership provide me with A- a loaner to drive, B- approve my application for the new lease. Please contact me within 24 hours to discuss a solution.
Business response
06/25/2024
Better Business Bureau of ******* & ****************
*********************************************************** 100
********************-4163
BBB case N0:21896422

Our File: 90430432

Thank you for forwarding the complaint from Sha-***********************. Sha-***** will need to contact Chrysler capitol *************** and bring her concerns to them for a solution.

Stellantis will continue to honor any future repairs necessary per terms of the active factory warranty.

Beat Regard,

***

T0103P4

Stellantis *************
Customer response
06/25/2024
[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:

I appreciate the quick response; however, this does not satisfy my concerns of not having a loaner vehicle while mine is at the dealership sitting and waiting to be repaired. This is unacceptable and I request that the Fox dealer (******, **) provide me with a vehicle as soon as possible. It's not fair to me to be without a replacement and my lease is still under warranty. I am asking that they provide me a vehicle today.

Regards,

Sha-***********************
Business response
06/27/2024
Better Business Bureau of ******* & ****************
*********************************************************** 100
********************-4163
BBB case N0:21896422

Our File: 90454576

Thank you for forwarding the complaint from Sha-***********************. According to our records case ******** on June 24, 2024 the customer was informed rentals cannot be approved as diagnosis is yet to be done. She was also provided with Chrysler Capitals contact and transferred for further assistance.
Once the vehicle has been diagnosed I advise the customer to contact US ************* ************** and ask about rental.

Stellantis will continue to honor any future repairs necessary per terms of the active factory warranty.

Beat Regard,

***

T0103P4

Stellantis *************
Customer response
06/30/2024
[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:

I'm asking that this complaint stay open until 1) a rental/loaner is provided or 2) my truck is fixed properly and returned to me.

Regards,

Sha-***********************
Initial Complaint
06/24/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
We are really sick and tired of dealing with Jeep Wave customer service. We had leased a brand new 2023 Jeep Compass Latitude Lux, it currently has under 6000 miles. ** June 20 we took it to Jeep **** in ********* , MD. Asked Jeep Wave to help with car rental, because Jeep dealers no longer provide loaner cars and can't honor the terms of the Lease contract. Case manager ****, at ext# ******* provided a poor customer service. She was unable to have dealership arrange a rental and adamantly insisted that she can only issue authorization to rent from Enterprise. We rented a car from Enterprise on June 20, 2024 and later learned from the **** Dealer that they could arrange a rental through *****, which wouldn't require us to pay anything out of our pocket. However, the same day they called and informed us that the issue was resolved and we could pick up our car next morning from ******. We returned the rental car to Enterprise on June 21 at around 8:30am and emailed **** at 9:33am a copy of the final receipt, asking her to confirm that she received it. As of today we have not received a response. When my spouse called Jeep Wave to check on status of reimbursement request he was told that only **** (assigned CM) can assist us and she was away from office since Friday. We were also told to jump through hoops and get a copy of receipt from ****** Jeep, which is ALREADY accessible to Jeep Wave internally. This is an unacceptable customer service and we keep getting disappointed by how Jeep Wave handles technical issues which arise while the car is under FULL FACTORY WARRANTY. I don't understand why poor customer service remains to be a persistent issue with Jeep Wave . I would strongly recommend all buyers out there NOT to get into brand new Jeep vehicles. Not only they keep failing and braking down within months, but Jeep Wave will inconvenience you and provide lowest level of service while you pay out of pocket to rent a car, with your car disabled due to a defect.
Business response
06/25/2024
Better Business Bureau of ******* & ****************
*********************************************************** 100
********************-4163
BBB case N0:21895474

Our File: 90430027

Thank you for forwarding the complaint from *******************************. According to our records case ******** the customer was advised that the case manager will be in contact with them today, June 25, 2024.
I advise the customer to wait for the call from the case manager to see what can be provided to them.

Stellantis will continue to honor any future repairs necessary per terms of the active factory warranty.

Beat Regard,

***

T0103P4

Stellantis *************
Customer response
06/25/2024
[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
Case Manager has not contacted me since Friday. No solution was provided. I was greatly inconvenienced by false advertisement of Stellantis that never provides loaner cars. The response is premature. Stellantis should not respond to this complaint until after it provides any type of a resolution on it.

Regards,

*******************************
Business response
06/27/2024
Better Business Bureau of ******* & ****************
*********************************************************** 100
********************-4163
BBB case N0:21895474

Our File: 90454391

Thank you for forwarding the complaint from *******************************. According to our records case ******** on June 26, 2024 the customer was ********************* afternoon,

Thank you so much for answering me; your check was approved and sent for payment with a total of $78.53 you will receive the check in two weeks or 30 days at your home address. I would like to express my appreciation for you allowing me to assist with your vehicle concern; if no further assistance is needed you do not need to do anything and I will close out the case on 06/26/2024. However, if you still need assistance please either give me a callback or reply to this email.

It was a pleasure working with you. I look forward to assisting you should you have any additional concerns or questions in the future. Should you receive a customer satisfaction survey regarding your experience with me, your input would be greatly appreciated.  Please note the first 3 questions pertain to me. If you would like to provide input regarding your experience or concerns regarding the dealership and or the Jeep brand there is a section for you to voice your opinion and concerns.

Thank you,
Rose
Premium Specialist
************

Stellantis will continue to honor any future repairs necessary per terms of the active factory warranty.

Beat Regard,

***

T0103P4

Stellantis *************
Customer response
06/28/2024
[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. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
*******************************
Initial Complaint
06/21/2024
Complaint Type:
Product Issues
Status:
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.
"Hello,I am writing to request a refund for the (U-connect Adapter) Merchant CVP U-connect that I purchased on 1/26/2024 with order number 60588385-17062952375. Despite my best efforts, the adapter does not provide the functionality I was promised, which is to obtain WI-FI service in my car.Upon receiving the product, I found an enclosed ******** letter instructing me to contact them with any questions. After numerous attempts to resolve the issue, including an 85-minute troubleshooting call with Uconnect on 2/11/2024 and subsequent follow-**** I have been unable to achieve a resolution.Despite my efforts to work with different representatives, I was informed by a manager named ****** that I must put in another ticket and troubleshoot again, as the initial 14-day return period had expired. I believe this is unfair as the first 14 days were marred by inaccurate information and an extended wait for the IT department to resolve the issue.I have made every effort to resolve this matter in good faith, but unfortunately, the product does not deliver the expected service. Therefore, I believe a refund is justified given the ongoing issues for over three months. I have phone records that state call made on 2/11/24 with time spam. Thus, Uconnect claims different date. Additionally, Uconnect stated they are not valid.Thank you for your attention to this matter.Sincerely,***********************
Business response
06/24/2024
Better Business Bureau of ******* & ****************
*********************************************************** 100
********************-4163
BBB case N0:21885779

Our File: 90417973

Thank you for forwarding the complaint from ***********************. The customer's concern is with a different company that supplies the services and updates.
Stellantis does not manage the subscription or hardware for that vehicle. The consumer should reach out to Uconnect Access for further information and resolution. **************

Stellantis will continue to honor any future repairs necessary per terms of the active factory warranty.

Beat Regard,

***

T0103P4

Stellantis *************
Initial Complaint
06/18/2024
Complaint Type:
Service or Repair Issues
Status:
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.
March 2nd 2024, Transmission was stuck in 1st gear, ended up needing new transmission. May 17th 2024, A/C would blow but blow warm, brought it in they werent sure why it was causing so they attempted multiple things that could be causing problem June 17th 2024, 3 days after picking it up from the fix of the A/C problem is still occurring. Grand wagoneer is still in for service with no time table of when it will be done or why I am having this issue Have a current case # ******** my case manger is ***** and he has done absolutely nothing to remedy the situation and is very tough to get in contact with
Business response
06/19/2024
Better Business Bureau of ******* & ****************
*********************************************************** 100
********************-4163
BBB case N0:21870168

Our File: 90369936

Thank you for forwarding the complaint from *****************************. According to our records case ******** is with a case manager.

The case manager spoke with the customer on June 18, 2024. The customer was advised to return the vehicle to the dealer.
I have sent a note to the case manager to update the customer.

********************** will continue to honor any future repairs necessary per terms of the active factory warranty.

Beat Regard,

***

T0103P4

Stellantis *************
Customer response
06/19/2024
[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:

[You must provide details of why you are not satisfied with this resolution. Please type details here:]
As I have put in my complaint yes I have spoken to the case manager who has given me absolutely nothing on what that next step is. The dealership has no idea why the A/C is blowing warm. They said they are going to have to take it on extended drives to try and figure it out. So at this point its just a guessing game? They have no time table of when my vehicle is going to be done, so instead of people able to drive my $100,000 vehicle, I am driving a $30,000 Durango. While the dealership is putting more miles on my vehicle?? This is going to be the 3rd time in a matter of months that I will be going weeks without having my car. I asked for my current case manager to have his supervisor to call me.
Regards,

*****************************
Business response
06/20/2024
Better Business Bureau of ******* & ****************
*********************************************************** 100
********************-4163
BBB case N0:21870168

Our File: 90384547

Thank you for forwarding the complaint from *****************************. According to our records case ******** is with a case manager.

On June 19/2024 the customer did have a conversation with the supervisor.
The case manager will update the customer regarding the repairs and engaging technical resources.

Stellantis will continue to honor any future repairs necessary per terms of the active factory warranty.

Beat Regard,

***

T0103P4

Stellantis *************
Customer response
06/21/2024
[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:

[You must provide details of why you are not satisfied with this resolution. Please type details here:]
I did speak with the supervisor, my vehicle is still in service and they are replacing the compressor(which I dont think they even know if this is what is causing the problem). The supervisor couldnt go over MY case with me which I dont know how and why they cant go over MY case?? I have read reviews of people having similar issues and Stellantis doing buybacks but they have taken quite some time as they have had a lot of buy backs.. so is this the reason why they wont buy back my problem after have the transmission replaced and the A/C blowing warm twice in the past 3 months??

Regards,

*****************************
Initial Complaint
06/18/2024
Complaint Type:
Service or Repair Issues
Status:
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.
Hello,I have a 2023 Punk'n Orange Jeep Wrangler Sahara Altitude. When I took possetion of the Jeep. the paint on the roll bar was identified as having sand under the paint. The dealer does not have a body shop and refused to assist. I have 3 case numbers with stellantis and nothing has been done to support the issue. Stellantis closes the cases or provides false answers.The current case manager advises he will take an action, then calls us back a week later and asks if we have done anything or if there is a result. We have asked him several times if he is the same person we keep talking to, he says yes. We try to call him and his voicemailbox is always full. He has yet to do a single item or action to assist. The most recent call, where he asked us if we resolved the issue, we asked for a supervisor (again). He disconnected the call. When we called the main customer service number back, they advised they could only send an email to a supervisor ( we have been through this process no less than 3 times and NEVER get a call back). The agent then also disconnected on us. Case number ******* is the most recent case number, unless this one is also closed on us. We return EVERY call but heard from another person that our cases are being closed for not returning calls. This is a bold lie. We have talked to someone about our Jeep almost every week since we received it.
Business response
06/19/2024
Better Business Bureau of ******* & ****************
*********************************************************** 100
********************-4163
BBB case N0:21866831

Our File: 90369818

Thank you for forwarding the complaint from *******************************. According to our records case ******** is with a case manager.

The case manager spoke with the customer on June 17, 2024.
I have sent a note to the case manager to update the customer.

********************** will continue to honor any future repairs necessary per terms of the active factory warranty.

Beat Regard,

***

T0103P4

Stellantis *************
Initial Complaint
06/17/2024
Complaint Type:
Service or Repair Issues
Status:
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.
I have a 2021 ram 3500. The transmission went out in steamboat springs co. Around mid January? It took them 2.5 months to replace it. I got it back and 4 months later the transmission is out again. It now sits in ********** dodge dealer. I bought dodge because it was supose to be a reliable truck. My small business now faces bankruptcy due to not having a vehicle. Due to subpar transmissions.I would simply like a buy back deal or something to help me save my new business.
Business response
06/18/2024
Better Business Bureau of ******* & ****************
*********************************************************** 100
********************-4163
BBB case N0: 21859907

Our File: 90357453

Thank you for forwarding the complaint from *****************************. According to our records case ******** is with the case manager for review.
I have sent a note to the case manager for an update.

Stellantis will continue to honor any future repairs necessary per terms of the active factory warranty.

Best Regard,

***

T0103P4

Stellantis *************
Initial Complaint
06/17/2024
Complaint Type:
Service or Repair Issues
Status:
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.
WE purchased a new pacifica in 2018. it had mechanical issues since purchase and brought it back to the dealership over 50 times for repairs and cases with corporate. We had contacted a lawyer to pursue lemon law, since the car had the same issues repeatidly. the case worker gave us a unlimited millage warranty they said would be good as long as we keep the car to stop us from pursuing lemon law, which at the time it was under the milage threshold to do so. They then gave us a warranty with unlimited milage but added and exp date which was a lie and not what we were told. we did not find this out til it was expiring, and went to use it. they said they would play phone call and fix this once they heard it on recorded phone call. they never did anything and called back. opned numerous cases and the case workers do nothing! We broight this car in numerous times for same issue and it was misdiagnised and not found. WE HAD TO PAY OUT OF POCKET FOR REPAIRS that were covered when we brought it in. MORE SO WE HAVE BEEN DRIVING WITH A POOR *** CONVERETER WHICH Was legally covered by US state laws and the dealership ignored it and didnt replace it! THIS IS ILLEGAL AND BROKE THE ***** WE WANT A NEW WARRANTY OR FULL REPAIR. THE *** CONVERTER IS NOT NEGOTAIABLE AS YOU LEGALLY HAVE TO REPLACE IT UNDER LAW SINCE IT WAS BROUGHT IT WHEN IT WAS COVERED UNDER THE REGULATION
Business response
06/18/2024
Better Business Bureau of ******* & ****************
*********************************************************** 100
********************-4163
BBB case N0: 21859561

Our File: 90357498

Thank you for forwarding the complaint from *************************. According to our records case ******** was closed on January 9, 2024.
The customer was advised the decline for cost assistance due to being outside of goodwill parameters, ***************** contract expired by time not Miles,the Miles is unlimited confirmed with VIP. Confirmed that the only assistance that we would be providing is Parts expediting if there is assistance needed with that.

Stellantis will continue to honor any future repairs necessary per terms of the active factory warranty.

Best Regard,

***

T0103P4

Stellantis *************
Initial Complaint
06/14/2024
Complaint Type:
Sales and Advertising Issues
Status:
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.
2015 Jeep Cherokee latitude caught fire in the cargo area while the ignition was off for over 3 hours. Jeep/stellantis issues a recall 6 weeks after my fire about the very issue but will not take accountability for my vehicle. Jeep/stellantis is costing me thousands of dollars now. My jeep was paid for and had less than 100k miles. *** Im stuck with a high end car payment and outrageous insurance bc of the fire. This company absolutely ***** and do not care one bit about the products they make or the harm they cause.
Business response
06/17/2024
Better Business Bureau of ******* & ****************
*********************************************************** 100
********************-4163
BBB case N0: 21851819

Our File: 90347280

Thank you for forwarding the complaint from *********************************. According to our records case 96229596
The case manager sent the following email:
Dear ******************,

This will further acknowledge contact to Stellantis regarding your 2015 Jeep Cherokee.

We have reviewed your recent fire report with deep concern. We sincerely regret learning of the unfortunate fire that occurred and appreciate the opportunity to look into such a serious matter.

We have completed our investigation of the incident. We are sure you understand that fires of this nature can occur for a number of reasons not associated with the manufacturing process.

Our records show that this matter is being addressed by your insurance carrier. When an insurance company receives a claim, the rights of recovery rest with them.

We suggest that you continue to follow the insurance carrier claims process. Should they feel that there is a manufacturing responsibility with regard to their loss, they have the right to subrogate the claim, which would include any deductible you may be responsible for.

Again, we would like to apologize for any inconvenience you have encountered.

Thank you for bringing this to our attention.

Stellantis will continue to honor any future repairs necessary per terms of the active factory warranty.

Best Regard,

***

T0103P4

Stellantis *************
Customer response
06/17/2024
[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:

Youve already denied insurance that you were at fault. But you have yet to give any other scenarios of which couldve caused the fire. You also lied every step of the way, claiming your representative was never allowed to see the vehicle when I have pictures from him that he did. And by that jeep representatives own words he was not there to determine the cause; just to take pictures. So again how can jeep determine the cause without actually seeing the vehicle. The RECALL you sent out 6 weeks later perfectly describes what happened in my case. Jeep/stellantis has been negligent in this matter. They knew for over a year the latitudes were catching fire and did nothing to stop it.

Regards,

*********************************
Initial Complaint
06/14/2024
Complaint Type:
Customer Service Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I have been trying to be PERMANENTLY removed from Dodge of Burnsville's mailing list.I have gone into the dealership. I have sent them a letter. I have called. All with no success.Back on 12/7/2021 I filled a complaint with the Better Business Bureau (case #********) -- and it seemed to work! I stopped getting unwanted mail immediately.Then on 5/25/2024 I received another unwanted mailing (trying to sell me a service plan on a vehicle that already has a service plan).Please check the previous case #********, I believe I filled the complaint against Dodge of **********. This time I'm filing the complaint against the parent company Stellantis.I don't know which is responsible (the local dealership-Dodge of ********** or corporate headquarters-Stellantis) I simply want all mailings to cease FOREVER-why does that seem to be so difficult.I do use the service department. Maybe that's what triggers the mailings? In my opinion using the service department shouldn't automatically put me on the mailing list. If that's what's happening then they need to change their system. I have explicitly asked to be removed from ALL their mailings.Thank you for your assistance in this matter.
Business response
06/17/2024
Better Business Bureau of ******* & ****************
*********************************************************** 100
********************-4163
BBB case N0: 21851582

Our File: 90346721

Thank you for forwarding the complaint from *****************.
I have taken the customers address out of the system, this should stop the incoming mail.
If the mail continues,please contact US ************* at **************.

********************** will continue to honor any future repairs necessary per terms of the active factory warranty.

Best Regard,

***

T0103P4

Stellantis *************
Customer response
06/18/2024
[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. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
*****************
Initial Complaint
06/14/2024
Complaint Type:
Service or Repair Issues
Status:
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.
I brought my Charger in for a recall on the airbags and was told there was also a recall on the alternator and that they would have to order parts for it. I took it in on Wednesday and asked if I would have the car back that day as I have a seizure dog and cannot be without a car incase he starts clustering. I was assured it was a one day job. I get a call a few hours later saying the broke a bolt getting the alternator out and that they needed to order a timing cover and would have it Thursday late afternoon and I would have my car back today. I call this morning to make sure they will have it ready and am now told that the part didn't come in and that it is on a national backorder and they can't tell me when they will have my car back to me. I advised that I need a vehicle in the meantime and was told they don't participate in a replacement vehicle program and I would need to call Mopar. I called Mopar and they advised the dealership is responsible to provide a loaner vehicle or rental which AutoStar is refusing to do. So now I have no car (but still have to make payments), nor do I know when I will have a car as they can't get the replacement part that they broke. The service manager advised this is a common occurrence with the bolts breaking. So why would you not be sure you could get the parts to replace this common occurrence before you take someones car in and cause it to be undrivable. I have had this car for almost four years and have never had an issue and now I am without a car for the unforseeable future due to a safety recall and neither the dealership or the manufacturer are making this right???Their lack of concern is disgusting.
Business response
06/17/2024
Better Business Bureau of ******* & ****************
*********************************************************** 100
********************-4163
BBB case N0: 21850469

Our File: 90346023

Thank you for forwarding the complaint from ***********************. According to our records case ******** a supervisor spoke with the customer on *****, 2024.
The supervisor explained the process for rental.
The service advisor at the dealership was contacted, the bolt had arrived and they were hoping to have the vehicle ready for 5 pm.

If the customer is still experiencing issues I do advise her to contact US ************* **************.

********************** will continue to honor any future repairs necessary per terms of the active factory warranty.

Best Regard,

***

T0103P4

Stellantis *************

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