ComplaintsforStellantis

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Initial Complaint
09/27/2021
Complaint Type:
Delivery 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.
On February 20th, 2021, I ordered a Ram **** Limited. There was an issue with ordering and it was not built to what I had signed for. On May 24, 2021 I ordered a second Ram **** Limited. The dealer says they have no control over when the factory will build my truck. I have attempted to contact both Ram and Stellantis with no success in determining when my vehicle will be built. I replied to an email from Chrysler FCA on September 22 with no response. I sent follow up ******** Messenger messages to Stellantis on September 13,14,18,22 with no response. On September 16 I was told by Ram Cares I would be contacted by a case manager. On September 20th I was told Id be contacted in 1-2 business days via the same chat. I phoned Ram Cares on September 23rd and was told a case manager would contact me in 1 business day. As of September 27th, I have not been contacted by anyone from Ram or Stellantis.
Business response
11/03/2021
November 3, 2021

Better Business Bureau

of ******* & Eastern ********

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

Ms. ***************************

Fax: ************

BBB Case No.15907332

Dear *************:

Thank you for forwarding the complaint from ***************** concerning his 2021 Ram **** Vehicle.

Customer sent a ******************** Letter to FCA requesting an update on when his 2021 Ram **** Vehicle will be built and delivered to the Dealership where he purchased it. FCA recommends the Customer contact the Sales Manager or Sales Person at the local Dealership they are the best sources for any updates on the New Vehicle Order that was placed. They can provide any updated information on the Order.

Thank you for writing and allowing us the opportunity to review the customers concern.

Sincerely,

****

Senior Staff
Customer response
11/05/2021
[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 selling dealer has been contacted and reached out to Stellantis for further information. My complaint is with how Stellantis is handling my requests, not the selling dealer. I do not accept Stellantis response of contact someone else as a satisfactory answer.

Regards,

*****************
Initial Complaint
09/20/2021
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.
In Nov. 2019 a recall for my vehicle was sent to me by Chrysler *** I have attempted to have the recall issue resolved by the dealership in three ******* cities over the past three years. each time I visit the dealership I am told it will the following year. As the manufacturer is only sending one recall part per dealer per month.I called the Chrysler cooperation several times and the repeated statement they give is there is nothing they can do on their end and I should just keep contacting the dealership. The dealership states they are more than willing to repair my vehicle but the Chrysler *** is only sending then one part per month. The part needed to repair my vehicle is the fuel relay switch.My vehicle is displaying symptoms that I have no idea if they are related, meanwhile I am spend rental fees for a vehicle while the dealership explore only to send my vehicle home not repaired at my expense. NHTSA CAMPAIGN ************ Report Date:Nov 14, 2019
Customer response
09/24/2021
Please find requested information, Vin# *****************
Business response
09/28/2021
September 28, 2021

Better Business Bureau

of ******* & Eastern ********

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

Ms. ***************************

Fax: ************

BBB Case No.15884367

Our File No.80627211

Dear *************:

Thank you for forwarding the complaint from ******************* concerning his 2012 Dodge Durango Vehicle.

Customer sent a ******************** Letter to FCA requesting V62 Recall for the Fuel Relay be completed on his 2012 Dodge Durango. The parts are available for the Recall however, they are in short supply. FCA recommends the Customer contact his local FCA dealership to place an order for the Recall part when it arrives at the dealer they will contact him to install the part and complete the recall. FCA is working with the supplier to ship more parts as soon as possible.

Thank you for writing and allowing us the opportunity to review the customers concern.

Sincerely,

****

Senior Staff
Customer response
09/28/2021
[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:]

Regards,

*******************
Initial Complaint
09/15/2021
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.
Chrysler Complaint number ******** Had a new transmission put in my vehicle. Within 150 miles of driving the vehicle the transmission quit. The vehicle has been sitting at the dealership since August 17th. It is under new parts warranty for 3 years or ******* miles. It took over two weeks for the dealership to look at it and to figure out why it quick working. Now I have been told it can take up to 45 days to get the part. The vehicle broke down in ******** and is being worked on in a dealership in ******** and I live in ************. Apparently Chrysler has made any effort to solve the problem in a timely manner. Unless something gets down soon I will need to seek legal advise to take Chrysler to court and to contact the State Attorney General and *************************
Business response
09/27/2021
September 24, 2021

Better Business Bureau

of ******* & Eastern ********

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

Ms. ***************************

Fax: ************

BBB Case No.15870804

Our File No.80557091

Dear *************:

Thank you for forwarding the complaint from ************************* concerning his 2015 Chrysler Town and Country Vehicle.

Customer sent a ******************** Letter to FCA requesting the Transmission be repaired on his 2015 Chrysler Town and Country Vehicle or have it replaced. The local FCA dealer was waiting on parts to complete the repairs. FCA contacted parts expediting and the parts were delivered to the dealership on 9/22/21. The Customer was advised and has an appointment to have the repairs done on 9/29/21. The Complaint has been resolved.

Thank you for writing and allowing us the opportunity to review the customers concern.

Sincerely,

****

Senior Staff
Customer response
09/29/2021
This is not acceptable. I have been without a vehicle since August 17th. I have not been offered even a loaner car or a rental car while I have been waiting for them to fix a new transmission that I had to replace prior to August 17th. I had to pay out of my pocket to fly home so I could start work since Chrysler could not give me a time or date when my vehicle would be fixed since the NEW transmission had a faulty part.

****************************
Initial Complaint
09/14/2021
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 bought this truck maybe 4 months ago. I took it to the shop at **** miles for no transmission fluid. Now at ***** miles it is in the shop for what they told me was metal shavings in the transmission. It has been there for 15 days so far and they have not touched it but tell me if I try taking it to someone who will actually work on it that it will not be covered under warranty. This vehicle is how I make money so I have not been able to make an income. Have talked to mopar customer care and have not received any help at all. The extended warranty that I let them talk me into was also worthles
Customer response
09/15/2021
Vin number is
*****************
Business response
10/01/2021
October 1, 2021

Better Business Bureau

of ******* & Eastern ********

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

Ms. ***************************

Fax: ************

BBB Case No.15866210

Our File No.80680006

Dear *************:

Thank you for forwarding the complaint from *********************** concerning his 2021 Ram **** Vehicle.

Customer sent a ******************** Letter to FCA requesting a refund of the purchase price on his 2021 Ram **** Vehicle due to a Transmission Failure. FCA recommends the Customer work with his local FCA Dealership to repair the Vehicle under the terms of the factory warranty provided. FCA declined any repurchase or buyback of the Vehicle. The Customer was advised.

Thank you for writing and allowing us the opportunity to review the customers concern.

Sincerely,

****

Senior Staff
Customer response
10/01/2021
[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:]

Regards,

***********************
I am not satisfied with the reply from
the manufacturer. The truck is used as a commercial vehicle and I have lost a months worth of work.
It has been in the shop for one month. It is used as a commercial
vehicle and I have lost thousands of dollars a day.
Initial Complaint
09/10/2021
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.
Truck broke down on 7-8-21. Dealer indicated fuel pump was out and is covered under warrenty. Dealer has been trying to get a fuel pump from manufacturer. I contacted the manufacturer and they are unwilling to provide updated information on pump status and would not open a special case to assist in getting this vehicle back on the road. To date it has been broke down for 65 days. Manufacturer is unwilling to repay my truck payments, insurance and rental vehicle reimbursements indicating that them not having fuel pumps is out of their control. Manufacture FCA/Stellantis is unwilling to allow an aftermarket fuel pump to be installed to allow truck to be fixed for use until factory pump is available. 2017 RAM **** VIN *****************-HAVE LIFETIME MAXIMUM CARE SPECIAL WARRENTY
Business response
10/14/2021
October 11, 2021

Better Business Bureau

of ******* & Eastern ********

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

Ms. ***************************

Fax: ************

BBB Case No.15855364

Our File No.80520682

Dear *************:

Thank you for forwarding the complaint from ********************* concerning his 2017 Ram **** Vehicle.

Customer sent a ******************** Letter to FCA requesting FCA get a Fuel Pump for his 2017 Ram **** Vehicle so repairs can be completed. FCA contacted parts expediting and the part arrived on October 1, 2021. All repairs were completed and the Vehicle was returned to the Customer. FCA agreed to reimburse 1 car payment for the downtime waiting on parts as goodwill. A check will be mailed to the Owners address for the reimbursement.

Thank you for writing and allowing us the opportunity to review the customers concern.

Sincerely,

****
Initial Complaint
09/08/2021
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.
My vehicle warranty is held by Mopar Direct. When I had electrical issues with my vehicle in late July 2021, I had it towed to the closest Jeep dealership and informed Mopar (or Chrysler Warranty Direct). The representative that I spoke with, *******, told me a rental car would be covered and that I would just need to submit receipts for reimbursement. When I called back to initiate the reimbursement process, I was then that my rental costs were not covered with the warranty and that any payment towards my rental vehicle costs would be a 'goodwill gesture'. I have told multiple representatives and supervisors that the 1st representative told me that it would be fully covered and encouraged, even begged them, to listen to the recorded call. They not only refused to listen to the call but continued to state that their policy limits them on fully covering rental cars. At this point, I am out of pocket nearly $400. I encourage anyone that reads this email to review the call on 7/29/2021.
Customer response
09/09/2021
Hello,
My VIN number is *****************. To be clear, the rental car cost $607. The only stipulation the representative provided was that they would only pay for a midsize vehicle. I was on the phone with him when I booked the rental car and even made a comment about how expensive it was. He agreed and stated it was because of the pandemic. The company will only reimburse me $210.
Business response
09/22/2021
September 22, 2021

Better Business Bureau

of ******* & Eastern ********

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

Ms. ***************************

Fax: ************

BBB Case No.15845950

Our File No.80556961

Dear *************:

Thank you for forwarding the complaint from *************************** concerning her 2020 Jeep Wrangler Vehicle.

Customer sent a ******************** Letter to FCA requesting reimbursement for rental costs while her Vehicle was down in the shop waiting for parts. She was advised by ************* she would be reimbursed in full but only was reimbursed $210. The Customer wants the other $400.93 she paid reimbursed as promised. FCA contacted the Customer on 9/21/21 and agreed to reimburse the additional rental cost as goodwill. A Check will be sent to the address provided. The owner was advised of the reimbursement to resolve her complaint.

Thank you for writing and allowing us the opportunity to review the customers concern.

Sincerely,

****

Senior Staff
Initial Complaint
09/03/2021
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.
My wifes 2015 eco diesel Jeep overheated. Took it to the dealer. Dealer confirmed the vehicle has a cracked egr cooler and egr related engine code. And that the motor suffered damaged due to overheating. Talked to customer care and they refused to warranty the damaged motor even though there is an extended warranty on the egr cooler that failed. Absolutely terrible experience from the dealer to the corporation. Going on 9 weeks now without my wifes vehicle. She is a mother of two toddlers and a Registered Nurse working through this pandemic and we are left renting and borrowing vehicles for her transportation. Horrible situation we have been put in due to this faulty vehicle.
Customer response
09/10/2021
*****************
Business response
09/17/2021
September 17, 2021

Better Business Bureau

of ******* & Eastern ********

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

Ms. ***************************

Fax: ************

BBB Case No.15832085

Our File No.80520656

Dear *************:

Thank you for forwarding the complaint from ********************* concerning his 2015 Jeep Grand Cherokee Vehicle.

Customer sent a ******************** Letter to FCA requesting Engine repairs on his 2015 Jeep Grand Cherokee Vehicle be covered under his *** extended warranty. The local FCA dealership and a TA from FCA inspected the Vehicle and determined it was driven while overheating which caused the Engine to Fail. Therefore, the repairs are not covered under the *** extended warranty. The Customer was advised. FCA declined any goodwill assistance on the Engine replacement.

Thank you for writing and allowing us the opportunity to review the customers concern.

Sincerely,

****
Customer response
09/19/2021
[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 technician was utterly incorrect by making the accusation that the vehicle was driven while in a state of overheating. The vehicle got hot one time only and was allowed to cool immediately. I have provided a timeline of events as they occurred several times. Also I have written communication to **** at the dealer and ****** with customer care alerting them this is a false accusation. Both of which did not take the time to write me back. Terrible customer service. The technician also says the egr cooler failed after it overheated. How would he know this? The fact is the egr cooler failed (serious safely recall on this part I have learned and covered by the X78 extended warranty), and symptoms of that part failing are overheating and engine related code. I brought the vehicle to the dealer to be diagnosed because it had got hot and had a engine light. The engine light is egr related. The safety recall says that the egr failing can cause the engine to overheat and CATCH FIRE. Thank goodness this did not go any further. Especially with my wife and two toddlers in this faulty vehicle

Im not asking for charity, I am asking for and organization to make right on a vehicle with with safety issues. My wife is a Registered nurse, working through the pandemic, with two children and relies on this vehicle for both work and family.
Regards,

*********************
Initial Complaint
08/27/2021
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.
I purchased a Alfa ***** from D'AMBROSIO DODGE,INC. ***********, ** with a total sale price of $80,991.40. The car has been in the shop 6 times under the warranty for misfiring issue at start-up. The dealer has admitted see the issue each time and when picked up the state " No Codes returned. Vehicle operating as designed." I have escalated to Alfa ***** and Stellantis ** LLC and have been told again to go through the standard warranty process. They have sent techs from their "STAR Team" to evaluate the vehicle and each time have found issues, ran tests, replaced parts and returned the vehicle each time stating again "No Codes returned. Vehicle operating as designed." It is still having the same issue and they are again asking me to return the car to the shop under warranty. The has now been at the shop for over 25 days. I have requested all of the service reports and scanner reports showing the misfiring history
Customer response
08/30/2021
Vin #*****************
Business response
11/18/2021
November 18, 2021

Better Business Bureau

of ******* & Eastern ********

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

Ms. ***************************

Fax: ************

BBB Case No.15806058

Corporate Case No.81096369

Dear *************:

Thank you for forwarding the complaint from ********************* concerning his 2018 Alfa Stelvio Vehicle.

Customer sent a ******************** Letter to FCA requesting replacement of his 2018 Alfa Stelvio Vehicle due to an ongoing Engine Misfire that has not been repaired. The Customer filed a legal claim requesting replacement of the Vehicle. The Claim will be settled by the Warranty Litigation Team. The **************** for FCA will contact the Customer to resolve the Complaint.

Thank you for writing and allowing us the opportunity to review the customers concern.

Sincerely,

****

Senior Staff
Initial Complaint
08/25/2021
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.
My Jeep Renegade has been at dealership for 29 days (and counting). It is waiting on a part that is covered by warranty and has also gone through recall repairs. They are now telling me I have to pay for the rental vehicle even though I brought the car in while it was operable they chose to take it a part and make it inoperable and every two days tell me the part will be in. I am a single mother and teacher and definitely cannot afford the rental fee but also cannot be without a car due to my sons needs as well as being able to work. It is causing distress in my family and I am unable to pay bills because rental company is charging me and I do not know what to do. I cannot even buy my son his school materials or meet his basic needs because of this. This is not fair and I should not be having to pay out of pocket with absolutely no sense or idea of what a reimbursement will be. I cannot fathom the thought of losing our home because I am desperately paying this rental.
Customer response
08/26/2021
Here is the **** *****************
Business response
09/28/2021
September 28, 2021

Better Business Bureau

of ******* & Eastern ********

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

Ms. ***************************

Fax: ************

BBB Case No.15801745

Our File No.80556939

Dear *************:

Thank you for forwarding the complaint from *************************** concerning her 2017 Jeep Renegade Vehicle.

Customer sent a ******************** Letter to FCA requesting reimbursement for rental costs while her 2017 Jeep Renegade was down in the shop waiting on parts 29 days. FCA reimbursed $665 for rental on 8/31/21 and $490 on 9/8/21 as goodwill to cover the cost of the rental. The Vehicle repairs were completed on 9/8/21 and the Customer picked it up to resolve the Complaint.

Thank you for writing and allowing us the opportunity to review the customers concern.

Sincerely,

****

Senior Staff
Initial Complaint
08/23/2021
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.
Greetings, in August of 2020, ************************* and I, ***************************, founded Pin Drop Logistics (car hauling service ****, **) . On 8/24/20 we purchased a new 2019 Dodge Ram **** from Westgate Dodge of ***********, **. On 2/05/21 the engine on the truck locked near ******, ** and was towed to *********************** Chrysler of ******. The engine was replaced under warranty and returned on 4/16/21 (receipt attached). We resumed operations until the truck caught fire on 5/28/21 near ******, ** and was towed to ************************** Dodge Ram ******. Due to the fire the claim was handled by Dodge's parent company, Stellantis. They sent a special investigator to determine cause. They determined it was not a manufacturing issue and therefore we have no rights to a claim (email string attached). They have refused to share the details of their report and even suggested we pay for our own investigation (quoted at $9,000). Please help us get answers. We are on the verge of losing our business!! Thank You,PDL
Customer response
09/02/2021
Greetings,
Hope all is well with you. Thank you for taking the time to look into this matter for us. We are desperate for answers and all assistance is greatly appreciated. The vin # is *****************. Please feel free to contact me by phone if anything urgent is needed.
***************************
************
Pin Drop Logistics
Business response
09/22/2021
September 22, 2021

Better Business Bureau

of ******* & Eastern ********

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

Ms. ***************************

Fax: ************

BBB Case No.15647223

Our File No.80556993

Dear *************:

Thank you for forwarding the complaint from *************************** concerning his 2019 Ram **** Vehicle.

Customer sent a ******************** Letter to FCA requesting replacement of his 2019 Ram **** Vehicle due to a fire. FCA Special Investigations inspected the Vehicle on 6/9/21 and it was determined the fire was not due to a manufacturers defect. The Owner was referred to his Insurance Carrier to make a claim. FCA declined any replacement of the Vehicle.

Thank you for writing and allowing us the opportunity to review the customers concern.

Sincerely,

****

Senior Staff

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