Consumer complaint received 2025-05-22 00:00:00
Product: Vehicle loan or lease — Lease
Issue: Managing the loan or lease — Problem with additional products or services purchased with the loan
Company: Stellantis Financial Services US Corp.
State: CO

Complaint narrative:
I purchased a brand new XXXX XXXX XXXX XXXX XXXX on XX/XX/XXXX and within XXXX hours was left stranded and needing to get the vehicle towed. Over the next XXXX days, I had the car my in my possession less than XXXX XXXX of the time. I had multiple issues where the car would not start or it would go into lobster mode. The lobster mode is when the automobile will only allow the driver to brake and steer. The acceleration is not in control and starts very very slow and gradually increases. In a city, this was very dangerous because at a stop light it would literally go about XXXX miles an hour and slowly ramp up. 

I simply requested that the dealership take the car back and give me my down payment back ( {$23000.00} for a XXXX and XXXX XXXX trade in ). Even though the car had less than XXXX miles and had been at their dealership XXXX XXXX of the time I owned it, they would not agree. My only option ( XXXX ) were to keep this unreliable {$72000.00} vehicle or to trade it in for another XXXX product. 

Because I wanted an EV vehicle and XXXX  does not have any other XXXX in their fleet, The option was a Hybrid specifically a XXXX  XXXX Hybrid. Because I had no other option as no other dealer would even consider taking the XXXX XXXX XXXX, I had to trade in and lease a XXXX XXXX XXXX. 

I had the XXXX XXXX XXXX XXXX for XXXX weeks to the date and less than XXXX miles on the vehicle before an issue occurred. I actually had the vehicle for XXXX weeks with XXXX week being driven and the other in my garage because I was out of town. I then drove my mother back home ( XXXX miles ) after her XXXX XXXX. When I got in the car the next morning ( XX/XX/XXXX ), the air conditioner did not work but everything else appeared to be fine. I took the car to through a car wash and while in the car wash bay, I turned to car off. When I went to turn it back on, I got the wrench error message and electrical system failure message in the app and on the dashboard. The car would start but not go into gear. 

I contacted the local XXXX dealership after several phone calls to XXXX XXXX of XXXX ( dealership where I purchased these XXXX vehicles ) and no one returned my calls ( not only did they not return my calls on this day, they did not return my calls for several days until I sent an email to the XXXX and a service technician called me ) who came to assist me as they were across the street. There was nothing they could do so I called XXXX and had the car towed to the dealership. This dealership is located in XXXX, CO and is closing at the end of XXXX. Meaning they have no way to repair the vehicle. 

I was hoping to have support from XXXX XXXX of XXXX and get the vehicle back to them as no other dealership was going to prioritize my situation. They offered no support other than instructing me to contact XXXX XXXX support and get the auto towed to the nearest dealership which is in XXXX, CO. I did this and even though this is a brand new car with less than XXXX miles on it, I was told I needed to pay {$100.00} for the tow. 

The vehicle has now been at the XXXX dealership since XX/XX/XXXX. The XXXX XXXX team did reach out and was very nice. Informed me that they would not be able to work on vehicle until XX/XX/XXXX. I once again called XXXX XXXX and asked if they could get it towed to them. they would not and typically wait a day or so before returning my calls. I also requested a loaner and have yet to receive that. As of XX/XX/XXXX, I will have owned the XXXX XXXX for XXXX weeks and XXXX of the XXXX it has been at a dealership, XXXX it sat in my garage, and XXXX I actually drove it. 

I have had to miss several days of work to drive the first vehicle back and forth to XXXX XXXX of XXXX and now have been without transportation for XXXX weeks. I have never had such bad customer service and support. I had asked about getting my trade in money back and just walking away from a XXXX product and again get no response. 

I am hoping that by raising this issue with CFPB that I will get my money back and actually be able to go buy an automobile that is reliable and safe.

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation