ComplaintsforMopar Vehicle Protection

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Initial Complaint
04/04/2024
Complaint Type:
Sales and Advertising Issues
Status:
BBB unable to locate business
BBB is unable to locate the business.
I am writing to bring to your attention the ongoing issues I have experienced with a car I purchased on 2-26-2020. The vehicle in question has had multiple mechanical problems, despite efforts to address them through the Credit Acceptance Warranty in which was the Warranty through the finance company. On 2-7-2022, I had to have the car towed in due to the throttle light coming on and a loss of power. The Credit Acceptance Warranty covered the repair, but on the first drop off, the transmission went out. I was informed that I did not have a warranty until the car was certified pre-owned, so the transmission was replaced instead of the catalytic converter, which was declined. After picking up the car on 3-21-2022, I immediately noticed that the engine was not running correctly and was misfiring. The car was returned the same day for further repairs. Subsequently, on 4-29-2022, the catalytic converter had to be replaced. Despite following all recommended maintenance guidelines, including regular oil changes and mechanic advice, I encountered the same issue on 4-4-2023, with the engine overheating on my way to work. I was informed that I had no warranty coverage and was accused of poor maintenance due to allegedly neglecting to replace ***** that were never brought to my attention. I also was told that I did have a warranty when I picked up my vehicle on 4-4-29-2022, now because of some hoses. It is concerning that crucial maintenance issues were not addressed during previous repairs, and I believe that the lack of proper communication and service has led to these recurring problems. I am seeking assistance from the Better Business Bureau and the ************************* to address these unresolved issues and ensure that appropriate action is taken to rectify the situation. I kindly request that this matter be investigated promptly to protect consumers from similar experiences in the future. Your attention to this matter is greatly appreciated.
Initial Complaint
02/14/2024
Complaint Type:
Service or Repair Issues
Status:
BBB unable to locate business
BBB is unable to locate the business.
On 11/20/2023, my daughters 2018 Jeep Renegade was scheduled for repairs, after hitting a deer, with ********* (*********, **; phone ************). When Lakes started making the repairs, they found more damage which required more parts.Lakes has tried, without any success, at getting the one remaining part from Mopar to put her car back together. They order the part, Mopar cancels the order. While I dont know anything about vehicle parts, I just know its a shroud for the radiator thats needed.I have attempted to reach out to Mopar for assistance. I dealt with Biobele with Jeep customer care. Her number is ************** (ext *******) and she gave me a case number (********), I spoke with her multiples times over a few days, only to eventually be told that she couldnt help me and gave me a phone number ***************) for the department that handles warranty issues. This isnt a warranty issue. Next week will be 3 months without the car. Next week will also be one year since she purchased the car, but thats not much of a milestone when the car isnt in your possession. She continues to make her monthly car and insurance payments but has nothing to show for it. Please help me resolve this issue with Mopar/Jeep.
Initial Complaint
09/18/2023
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I have a MVP Extended Warranty PLAN # ******** that I cancelled on 12/14/2022 that they have NOT refunded my money still as of today 9/18/2023. I called today and received the same response that the check is still waiting to be approved. I submitted the required paper work on 12/14/2022 for the refund and also called that day to verify that all of the information they needed was received. At that time I was informed that it could take up to 180 days to receive my refund. From December to June I had called several times just to make sure that my request was still in the queue and was told all was good. On 06/14/2023 I called MVP to see if my check was sent. They then informed me that my check was sent to my old address and that they would have to issue a stop payment on that check and after that they would send me my refund. The address mix up is 100% on their part - on the Refund Request paper work that I submitted on 12/14/2022 my new address was clearly listed on all documents. They required a hand written request as part of the original paper work that I clearly stated in all caps "PLEASE NOTE NEW ADDRESS".This is TERRIBLE customer **********************. I WANT MY REFUND NOW!
Business response
09/19/2023

A new check was reissued to:
Address:   *************************************; City:   ******** INLT
State:   ************** ZIP Code:   29576-8254
Check Number:   04129659
Customer response
09/24/2023
[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.
I received the check on 9/23/2023.
Regards,
*******************************
Initial Complaint
09/14/2023
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 paid for the *** ******************** Plus" warranty when we purchased my 2015 Jeep Grand Cherokee. We've used the warranty ONCE. Jeep is currently at the dealer [for the last almost 3 weeks] waiting on repairs to be covered by my lifetime *** plan. Plan states active AS LONG AS YOU [myself and husband] OWN THE VEHICLE.8/28/23: First day in shop, service advisor advised issue with warranty and was told to call Mopar Vehicle Protection. Warranty pending cancellation, needed to provide proof of ownership with current registration, sent via email. Initially told this would take ***** days to reinstate warranty. 8/29/23: I called Mopar, spoke with *******, was advised should be taken care of immediately not ***** days, I forwarded current registration to him via email he provided. 8/30/23: Received call from *******, he advised warranty REINSTATED, should take **** days to show up on dealer's side. I was relieved as I was told that this was taken care of. 9/1/23: Received message from dealer service advisor, warranty still not showing.9/7/23: Called Mopar, new person advised warranty NOT reinstated, they need copy of driver's license. I provided my husband's, as his name is on both current registration and MPV plan, via email.9/12/23: Dealer service advisor advised nothing on their end and I need to pick up vehicle, as they can no longer hold. Called Mopar, was told that it was being worked on and to call tomorrow to check in.9/13/23: Called, was advised that Mopar not able to reinstate, dealer needs to reinstate base warranty, Mopar can then reinstate on their end. Mopar made me responsible for this, I had to call dealer finance ***** ****** advised they have not heard of this, do not know what to do, but will look into this.Why is this my job? I have provided all required info to reinstate my warranty yet keep getting the run around with new requirements and false information. They need to hold up their end and reinstate as per our contract.
Business response
09/15/2023
Please provide us with the *** number. We are happy to look into this for you.
******
Customer response
09/19/2023
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:

My VIN is 1c4rjfb9fc395540

Regards,

***********************
Business response
09/20/2023
The *** number provided does not have a service contract with Mopar
The number we have been provided with is: 1c4rjfb9fc395540
Please verify the *** number as any typo can cause us unable to verify. Please also include the following information which will assist us in locating your Mopar Vehicle protection plan:
Name:
Service Contract number:
***:
Thank you
Initial Complaint
09/14/2023
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 a brand-new Jeep Cherokee in August of 2017 with a lifetime extended warranty. I paid approx. $5000 for the extended warranty. I never actually used the warranty. May 10, 2023 I sold my Jeep, and was promised by Mopar a refund for my lifetime warranty in the amount of $523, since my lifetime warranty was canceled by the sale of the vehicle and I was *********** a refund. On September 14, 2023 I followed up with Mopar because I never received my check for $523. I spoke with OPerator #3, who wouldn't even give me her name and was given the runaround to call the Jeep, and the Jeep dealership told me to call back to the insurance company, so there is no end to this. I would like to receive the $523 refund I was promised.
Business response
09/15/2023
Can we please get the case number / VIN number for the case you have with Mopar?
We will need this information to further assist.

Customer response
09/15/2023
This business requested further details to access my case. Here is the *** number they requested: *****************. PLEASE RESPOND WITH THE SOLUTION

Regards,

*********************************
Business response
10/04/2023
Thank you for providing your VIN number.
I can verify that there has been no cancelation request completed on this VIN.
You will need to call ************** to cancel your service contract with Mopar. I can advise you that you will need the following documents in order to complete a cancellation request via email which can be initiated by calling the number provided.
*A handwritten, signed request. Be sure to include your name and address
*VIN number
*Odometer statement / disclosure
*Lien release or loan payoff letter from your bank
You may also mail your cancellation request to:
P.O BOX **** ****, ** 48007
ATTN: MVP CANCELLATIONS

We do recommend to send written correspondence via certified mail with a signature required to ensure proper handling.
Initial Complaint
09/12/2023
Complaint Type:
Order 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 August 4th, 2022, I called Mophar to ***************) Option #4. The reason of the call was with the intensions of canceling the extended warranty and receive a refund of that expense. The previous truck was a Black Ram Rebel 2021, purchased on 09/17/2021 in ********** ******, **. Case Number: ******** 1st check was sent to ********** dealer located in ******, ** and I did not receive any call nor text from the dealer stating they had the check, and it wasn't until December 2021 that I personally visited the dealer asking for the check, but it was expired. I proceeded to call ****** again explaining the situation and the proceeded to cancel the first check and start the process to send a new one. Furthermore, on May 26, 2023, once again I call Mophar asking the status of my case and they stated that check was emailed to me and to please wait 14 business days. fourteen business days later and to be exact June 14, 2023, I contacted ****** to ask where the check was, and the customer representative had told me to wait 2 more weeks. Currently still waiting to receive my refund. I must include that each and every time I had called Mophar I ask to personally be transfer to a supervisor with the intensions to get clarification in my case, nevertheless they are never available nor present at the time of my calls. Based on one of the customer representatives that goes with the name of (****************** created a new case number: ********. On August 31,2023 I called to ask again the status of my case and they stated that my case was closed due to an incorrect address. Address had been verified multiples times.
Business response
09/13/2023
We have reached out and found that a 2nd check was reissued in the name of:
***************************
860 ************** ************ *********** 00927
Check number issued: 4059179
Amount: $2091.75
If you have not received this check, you can request a stop payment / reissue request by calling **************.
Please be sure that the address listed above is correct. Any error may cause your refund to be delayed, returned, not delivered.

Customer response
09/13/2023
[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
09/08/2023
Complaint Type:
Service or Repair Issues
Status:
Unresolved
The business responded to the dispute but failed to make a good faith effort to resolve it.
In January 2023, I was told by Mopar Vehicle Protection the claim to repair the transmission for my 2015 Dodge Caravan would be more expensive than the current cash value of the vehicle and they were required to cash me out and cancel the warranty. I was then told an Actual Cash Value check would be mailed to the dealership for me to retrieve. I have not received a check to this day. I call every month for an update, but I have no idea when they will pay me.
Business response
09/12/2023
Please contact Mopar either by their live chat service at Mopar.com or calling **************
Customer response
09/13/2023
[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:
MESSAGE FROM BUSINESS:
"Please contact Mopar either by their live chat service at Mopar.com or calling **************"

Regards,

***************************
Business response
09/21/2023
Can we please get the *** number and the case number so it can be further investigated for you?

Customer response
10/06/2023
Good day,
I wish to reopen this claim. I did not see the request for VIN information to further research the complaint, and I would like to provide this now.
VIN ref# FR512811
2015 Dodge Grand Caravan (white)

Thank you for your assistance,
***************************
************
Customer response
10/06/2023
I have two case numbers with Mopar Warranty:
Case # ********, 86411004

Thank you,
***************************
************
Initial Complaint
09/06/2023
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 cancelled the Mopar vehicle protection May 3rd 2023.. I was told my refund check was mailed May 8th.. I never received the check. I was told the check couldnt b cancelled & reissued for 30 days.. after the 30 days I was told it would take another 45 days to receive the check. ALL LIES.. I was then told the reissued check was mailed Aug 8th & it would take **** business days for me to receive it.. today is Sept 8 & I still havent received my refund check
Business response
09/07/2023
We are sorry to hear you have not received your refund check.
Please give us a call at ************** and we will be happy to assist with a reissue request.

Customer response
09/07/2023
[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:]
Ive called the customer ********************** number at least 50 times since this whole ordeal started.. like *** said in the original complaint.. the initial refund check was supposedly mailed on May 8th. When it never arrived I was told to wait 30 days for the check to be voided & another check issued. After 30 days I called & was told it would be another 30 days for a reissue. So I wait another 30 days & call again.. I was then told 3 different days the check was mailed July 18,20 & 21 & I would receive it in **** days.. THE CHECK NEVER ARRIVED! So I call again & I was assured the check was mailed Aug 8th & it would be here in **** days.. NEEDLESS TO SAY NEITHER THE ORIGINAL CHECK OR THE REISSUED CHECK ARRIVED, IT IS NOW SEPT 7! Ive verified my address 30 times. All my information is correct! YET I STILL DONT HAVE MY REFUND! *** requested a supervisor call back 10 times & have never been called back! When u call customer ********************** its just a bunch of ppl working remote who send whatever questions or concerns that customers have to a message board & wait for someone else to send back a response! If I dont get my refund Ill just hire a lawyer & get it resolved through the judicial system! & by the looks of the other complaints this is common practice by FCA, Stellantis,Mopar,Jeep,Dodge or whoever is in charge over there!
Regards,

*****************
Business response
09/12/2023
We have researched and found 3 checks have been previously sent to the verified address on file for the customer.
We have initiated a new stop payment request for the most recent check that was issued. Once the bank has responded to us to let us know the most recent stop payment request has been completed, we send a new check out to the customer.
As a suggestion, you can call ************** to verify the address we have on file is indeed the correct address. The smallest error may be preventing our mail arriving to the correct address.

Customer response
09/18/2023
[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:] Ive been in constant contact with the dealer who sold me the vehicle & Mopar vehicle protection, they also cancelled my plan.. they said to credit their account with my funds & they will write me a check.. theres no point in sending another check they I wont receive.. Dodge Jeep in Frederick county ********.. my address is correct Ive verified it 20 times..
Regards,

*****************
Initial Complaint
08/30/2023
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 updated my mailing address per your request and I am still waiting for my refund check my VIN# is IC6HJTAG3LL169856. Can you please tell me the status.Thank you,***** Signor9 April ********** ** *****
Business response
09/12/2023
A refund has already been sent to CR Motors.
Their number is: ************
************

Customer response
09/12/2023
[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 never purchased the warranty through cr motors I purchased it on mine own. I would like my money back!!

Regards,

***********************
Initial Complaint
08/28/2023
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.
May 8, 2023 through July 9, 2023 my 2021 Jeep wrangler was in the Chrysler/Jeep service department due to bad engine ( needed a new engine replacement) that was fully covered under warranty. During this time I had to pay for a rental car ( 6 weeks) total of $3154.42. I was in contact with ****************** care via email. I was told I would receive reimbursement once the work on the Jeep was completed.I turned in all of my invoices and the Chrysler service department turned in their paperwork so I could receive my reimbursement, this was done July 21, 2023. On July 26 I received an email from ****** the case manager overseeing my case ( My case # is ********). She stated it normally took **** business days for a reimbursement approval but due to the large amount $ $3154.42 to allow ***** business days. On August 16, I sent an email inquiring the status it had been 16 business days. I received no response, on August 22, I sent another email inquiring the status/update by this time it was 20 business days since the submission. On august 23 at 2:47PM I called the phone number ************ and spoke to ******. ****** stated there were notes in my file, but would not tell me what they said, stated ****** give me a call and ****** sent her a message to call me. I have not received a call nor an email and it has been 22 almost 23 business days. I had to pay out of my own pocket $3154.42 for a rental car Due to bad MOPAR part and promised reimbursement and a big run around and no communication. Part of the warranty is to cover cost of rental car while vehicle is tied up
Business response
09/12/2023
Stellantis
ATTN: Claim Appeals / Chrysler Reimbursments
PO Box 21-8004
************ ** 48321

We do recommend to send written correspondence via certified mail with a signature required to ensure proper handling.

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