Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:05/17/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Customer Answer

  Date: 05/19/2025

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

  Business Response

  Date: 05/19/2025

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

  Customer Answer

  Date: 05/19/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this response appear below:
  
  We have spoken with the dealership multiple times and they state that this is an issue Mopar must resolve as it's a known problem with the design, specifically the seam of the glass within the vehicle. Also, when a customer asks to speak to someone at a higher level, they should be allowed to do so. Telling a customer it's not possible to speak to someone else and hanging up on them is completely unacceptable. 

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

  Business Response

  Date: 05/20/2025

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

  Customer Answer

  Date: 05/20/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this response appear below:
  

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

• Initial Complaint

  Date:05/15/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Customer Answer

  Date: 05/15/2025

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

  Business Response

  Date: 05/16/2025

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

  Customer Answer

  Date: 05/17/2025

  [A default letter is provided here which indicates your rejection of the business's response. 
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this response appear below:
  
  The response I was given from the business goes to show that they aren't listening to me and that I am not being taken care very well from ********. I still have questions on where to go for help  and I have responded back with emails and nobody has responded back to me. and that NOBODY FROM ******** OR MOPAR WHOEVER IT WAS TOLD US ANYTHING ABOUT THE INSPECTION OR INSPECTION PERIOD AND I STILL HAVE QUESTIONS THAT I STILL HAVENT RECEIVED ANSWERS TO YET. WE WERE NEVER TOLD FROM THE DEALSERSHIP IN 2009 ABOUT INSPECTIONS AND WE FOUND NOTHING FROM MOPAR ABOUT INSPECTIONS ON MY VEHICLE AND I WAS TOLD ON THE FIRST DAY OF THIS SITUATION AT THE DEALSERSHIP THAT ******** SHOULD HAVE SENT US A NOTIFICATION ABOUT GETTING THE VEHICLE IN FOR AN INSPECTION TO KEEP THE WARRANTY THAT WE NEVER GOT. IT IS NOT MY FAULT CHRYSLER OR MOPAR WHOEVER IT IS NEVER INFORMED US. AND EVERYTIME I TRY TO GET IN TOUCH WITH MOPAR IT SENDS ME BACK TO ******** CUSTOMER CARE AND IT IS THE SAME RUN AROUND WITH YOU PEOPLE. Hopefully this gets back to the business because I am not satisfied with their resolution.
  
  Regards,
  
  ********* *****

  Business Response

  Date: 05/19/2025

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

  Customer Answer

  Date: 05/19/2025

  [A default letter is provided here which indicates your rejection of the business's response. 
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this response appear below:
  
  Again nobody told us in 2009 about a 5 year inspection period so if we never were told about it how could I remember to take it in. AGAIN NOBODY TOLD US ANYTHING ABOUT FOR THE 16 YEARS OF HAVING THE VEHICLE JUST FOR US TO BRING MY VEHICLE IN AND SAY WE DON'T HAVE A WARRANTY ANYMORE BECAUSE WE DIDN'T BRING IT IN THAT WE NEVER WERE TOLD ABOUT so everyone at ******** customer care saying that we should have been told about it WE NEVER WERE. we feel like ******** is s******* us as customers and not being helpful here what so ever. I'm looking for help on a solution or help of what I can do. 
  
  Regards,
  
  ********* *****

• Initial Complaint

  Date:03/27/2025

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Customer Answer

  Date: 03/27/2025

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

• Initial Complaint

  Date:03/25/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Customer Answer

  Date: 03/25/2025

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

• Initial Complaint

  Date:01/30/2025

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Customer Answer

  Date: 01/30/2025

  The Vehicle was a white 2022 Ram 1500 Limited

  vin# *****************

• Initial Complaint

  Date:01/07/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Customer Answer

  Date: 01/07/2025

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

• Initial Complaint

  Date:12/18/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Customer Answer

  Date: 12/18/2024

  The vin number is *****************

  Business Response

  Date: 12/18/2024

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

  Customer Answer

  Date: 12/18/2024

  [A default letter is provided here which indicates your rejection of the business's response. 
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this response appear below:
  
  The only reason we passed the inspection date was because the representative from the dealership misinformed us when we attempted to make the appointment during the inspection period!  Your employee made an error and now you are punishing us for that which is unfair and unprofessional!  They said we can bring in the vehicle anytime before the end of 2024 which turned out to be wrong!  That was Dodges error not ours!
  
  Regards,
  
  ********* *******

  Business Response

  Date: 12/18/2024

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

  Customer Answer

  Date: 12/18/2024

  BBB as you can see the Mopar representative is completely ignoring the details/specifics of the complaint and are mocking this very process by repeating the same information now twice vs. addressing the complaint which is what is what we are trying to do. The dealership misinformed us about the dates of our inspection and now they (Mopar) refuse to acknowledge the dealerships error and are denying us our warranty.  This is 100% taking advantage of the consumer!  They (the dealership) makes an error and the consumer is punished??  How is this legal??
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this response appear below:
  
  [You must provide details of why you are not satisfied with this resolution. Please type details here:]
  
  Regards,
  
  ********* *******

  Business Response

  Date: 12/18/2024

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

  Customer Answer

  Date: 12/30/2024

  They have not responded with anything to this date

  Business Response

  Date: 12/30/2024

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

  Customer Answer

  Date: 12/30/2024

  I am still waiting on a response from Mopar.  They asked for time for management to review and have not heard back.  Can you please provide an update regarding reinstatement?  Thank you 
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this response appear below:
  
  [You must provide details of why you are not satisfied with this resolution. Please type details here:]
  
  Regards,
  
  ********* *******

  Business Response

  Date: 01/02/2025

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

• Initial Complaint

  Date:12/17/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I attempted to contact Mopar customer ********************** 7 times today. I was on hold for a while each time however I wanted to purchase an extended warranty today for my vehicle. I asked to speak to a supervisor after I was identified incorrectly. All the customer ********************** representatives I spoke to refuse to pass the call to a supervisor. This is frustrating for I just want to purchase extended warranty.

  Business Response

  Date: 12/17/2024

  BBB of Detroit & ****************,
  
  We are sorry you experienced difficulty in speaking with a Supervisor. I will have a Supervisor call you within the next 24 hours to review your concern. Keep in mind our Supervisors are not able to assist with the actual selling of service contracts. 
  
  To purchase a FlexCare service contract, please contact our FlexCare sales team at ************ or visit your local Chrysler Dodge Jeep ******** dealership to speak with someone who can assist with your service contract purchase. 
  

  Thank you,
  *** *****
  FlexCare Service Contracts
  

  
  

  Customer Answer

  Date: 12/17/2024

  [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:
  
  The customer ********************** given was awful. Even one of the representatives errored and brought up a vehicle that I dont own. All I want to do is purchase another extended care warranty for my vehicle , and I would like to speak to a supervisor about this at this point. 
  
  Regards,
  
  *** ******

• Initial Complaint

  Date:12/12/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  10/29/2024-I called to cancel warranty. Submitted required documentation while on the phone with the representative and was confirmed that they had everything they needed.11/05/2024- Called checking status and told it was with the *********************** 11/14/2024-Called checking status again and told they needed a copy of the lien payoff.11/15/2024-Lien payoff submitted and I called to confirm receipt. I was informed I would be getting a check by the end of the month 12/03/2024-Called checking status-Informed that the cancellation was "in review" and that it would be 2-4 weeks before it would be approved. I requested to speak with a supervisor as it had been almost 6 weeks since I originally requested to cancel and a refund. I was told there was only one supervisor and they were busy. I asked to told and was denied. I requested a call back from the supervisor as soon as possible.12/07/2024-Supervisor left a message stating the issue was escalated and that she would call me no later than Tuesday with an update 12/11/2024-Never heard from supervisor- Called asking for status. Informed the cancellation was complete and I would receive a check in 4-6 weeks. I requested to speak with a supervisor and was told no one was ************ this point it's been over 6 weeks since I requested to cancel my warranty.

  Customer Answer

  Date: 12/12/2024

  Good morning,

  Thank you for your help with this.

  Here is the *** #J8202445F2GTACC8J

  Please let me know if you need any additional information.

  Thank you,

  Saige

   

  Business Response

  Date: 12/12/2024

  BBB of Detroit & ****************,
  
  Please consider this Mopar Vehicle Protections formal response to this complaint.
  
  Mopar Vehicle Protection apologizes for the delay in getting your cancellation processed. Thank you for your patience as we work diligently to get caught up with processing cancellation requests in a timely manner.
  
  The service contract was cancelled on 12/9/2024 with an effective date of 10/29/2024. A check for $1,655.32 was mailed to ***** ****** **************************************. Please allow 1-2 weeks for the check to arrive.
  
  *** *****
  
  Mopar Vehicle Protection
  
  

  Customer Answer

  Date: 12/17/2024

  [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

  Date:12/06/2024

  Type:Product 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 sold my Jeep on 11/7 and called in to get a prorated refund for my service contract. I was told to email docs, which I did. I didn't receive a confirmation so I called again on 11/12 and was told it would be processed and check delivered in 30 days. My contract is still showing as active on ****'s website and no check has arrived. Can I please get my refund processed? I no longer own the Jeep. Thank you

  Business Response

  Date: 12/09/2024

  BBB of Detroit & ****************,

  Complaint ID: ********
  
  Please consider this Mopar Vehicle Protection's (MVP) official response to the above listed complaint. 
  
  Mr. ******* contacted Mopar Vehicle Protection (MVP) on 11/7/2024 seeking to cancel his service contract. Mr. ******* advised that he no longer owned the vehicle. The requested documents were received on 11/7/2024 and escalated for cancellation. 
  
  The service contract was cancelled on 12/6/2024 with an effective date of 11/7/2024 when the documents were received. 
  
  The refund check for $1176.92 will be mailed directly to ****** ******* **************************************************************************. Please allow 1-2 weeks for the refund check to arrive. 
  
  Please contact MVP at ************ for any assistance or questions.
  
  Thank you,
  *** *****
  Mopar Vehicle Protection

  Customer Answer

  Date: 12/09/2024

  [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,

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