Stellantis to open compensation portal for Adblue tank issue
Discussion
In mid to late 2021 I had AdBlue problems with my wife's Cactus and discovered it to be a widespread issue surrounding a part with a known design fault that's still affecting vehicles today. Citroen, UK at least, have been generally awful at dealing with with the issue and many people have been left out of pocket to the tune of around £1500 while others have been compensated, partially or in full.
It got to the point where I ended up writing up a bit of an insight on the (very quiet) Cactus forum I started to look after when nobody else would and this snowballed into 400+ replies and lots of mixed experiences with people coming from all over the place to share their stories.
I had ours "fixed" at the main dealer and it failed again within a month despite the updated parts supposedly being fitted, a very stressful experience with warning lights, beeps, countdown timers to the car not starting and Citroen dealerships pretending they had no idea any of this was happening.
In some countries motoring organisations and journalists managed to help owners get the work covered but the UK didn't really get anything like this, I tried to contact a few people, including Pistonheads IIRC, but nobody ever replied, the interest in this as a story wasn't there, it's not very sexy and won't drive many ad clicks I guess.
However, after some success in Italy, it now seems that Stellantis are finally going to handle it how they should have years ago and they plan to open up a portal later this month where owners that have suffered the issue can put in a claim for the costs incurred to be covered. For secondary failures the cut-off of 8 years since manufacture may also be extended.
https://stellantis-support.com/v2
I'm concerned that this might be an EU only thing as it's the European Commission pushing it and that we end up being exempt but hopefully that isn't the case, to be honest I don't really know how all that works, I just hope it's not another Brexit downside or that our government or motoring press can can try and push for us to be included with this.
My story and those of others is linked below, you'll find similar on all the general French car forums, Peugeot and Citroen ones or wherever a 1.6 HDi is involved:
https://www.cactusforums.co.uk/threads/adblue-tank...
Que Choisir have put a story up about this recently but it's in French so I've Google translated it below...
https://www.quechoisir.org/actualite-additif-adblu...
https://www.presse-citron.net/adblue-voici-une-exc...
It got to the point where I ended up writing up a bit of an insight on the (very quiet) Cactus forum I started to look after when nobody else would and this snowballed into 400+ replies and lots of mixed experiences with people coming from all over the place to share their stories.
I had ours "fixed" at the main dealer and it failed again within a month despite the updated parts supposedly being fitted, a very stressful experience with warning lights, beeps, countdown timers to the car not starting and Citroen dealerships pretending they had no idea any of this was happening.
In some countries motoring organisations and journalists managed to help owners get the work covered but the UK didn't really get anything like this, I tried to contact a few people, including Pistonheads IIRC, but nobody ever replied, the interest in this as a story wasn't there, it's not very sexy and won't drive many ad clicks I guess.
However, after some success in Italy, it now seems that Stellantis are finally going to handle it how they should have years ago and they plan to open up a portal later this month where owners that have suffered the issue can put in a claim for the costs incurred to be covered. For secondary failures the cut-off of 8 years since manufacture may also be extended.
https://stellantis-support.com/v2
I'm concerned that this might be an EU only thing as it's the European Commission pushing it and that we end up being exempt but hopefully that isn't the case, to be honest I don't really know how all that works, I just hope it's not another Brexit downside or that our government or motoring press can can try and push for us to be included with this.
My story and those of others is linked below, you'll find similar on all the general French car forums, Peugeot and Citroen ones or wherever a 1.6 HDi is involved:
https://www.cactusforums.co.uk/threads/adblue-tank...
Que Choisir have put a story up about this recently but it's in French so I've Google translated it below...
https://www.quechoisir.org/actualite-additif-adblu...
Google Translate of the above link said:
Since the end of 2022, UFC-Que Choisir has been denouncing breakdowns caused by the AdBlue additive, particularly on cars from the Stellantis group, without succeeding in making itself heard. 18 months after having contacted the European Commission, an agreement has finally been reached so that owners are compensated, even retroactively.
On 20 December, following a dialogue with the European Commission and the Consumer Protection Cooperation (CPC) network, car manufacturer Stellantis committed to extending the compensation measures already taken in Italy to the entire European Union and the European Economic Area for victims of problems related to the AdBlue tanks of its diesel vehicles manufactured between January 2014 and August 2020. Thus, special coverage is being put in place so that the cost of the parts is covered.
A retroactive measure
The coverage may extend up to 8 years after the date of manufacture of the vehicle concerned and will vary depending on the mileage and age. For eligible vehicles less than 5 years old and up to 150,000 kilometers, Stellantis will compensate 100% of the cost of parts. If the vehicle is between 5 and 8 years old, it will be between 30% and 90% depending on the mileage. Regarding labor, a flat rate of €30 will be paid. This represents, in some cases, around 20% of the average cost of labor required for the repair.
For motorists who have already had their car repaired but who have to return to the garage for a second intervention, the manufacturer has agreed to cover 100% of the repair costs (parts and labour) provided that the previous replacement took place less than 50,000 km or 24 months before. The owner will have to provide proof that the previous intervention was carried out by an approved repairer by presenting an invoice.
Finally, a retroactive measure to compensate consumers who have received less favorable refunds since January 1, 2021 with a lump sum (amount currently unknown) will be put in place. To manage the allocation of the retroactive amount, a platform dedicated to this system will be opened in mid-January at this address: https://stellantis-support.com/v2/ . It will calculate the amount allocated based on the mileage and age of the vehicle.
UFC-Que Choisir, which has been warning since 2022 about recurring problems related to the AdBlue additive, is pleased to have been heard by the Commission . However, given that the decision dates back to the end of December, it may not be worth rushing to your usual dealership because many are probably not yet informed of the new terms.
Presse Citron are reporting the same: On 20 December, following a dialogue with the European Commission and the Consumer Protection Cooperation (CPC) network, car manufacturer Stellantis committed to extending the compensation measures already taken in Italy to the entire European Union and the European Economic Area for victims of problems related to the AdBlue tanks of its diesel vehicles manufactured between January 2014 and August 2020. Thus, special coverage is being put in place so that the cost of the parts is covered.
A retroactive measure
The coverage may extend up to 8 years after the date of manufacture of the vehicle concerned and will vary depending on the mileage and age. For eligible vehicles less than 5 years old and up to 150,000 kilometers, Stellantis will compensate 100% of the cost of parts. If the vehicle is between 5 and 8 years old, it will be between 30% and 90% depending on the mileage. Regarding labor, a flat rate of €30 will be paid. This represents, in some cases, around 20% of the average cost of labor required for the repair.
For motorists who have already had their car repaired but who have to return to the garage for a second intervention, the manufacturer has agreed to cover 100% of the repair costs (parts and labour) provided that the previous replacement took place less than 50,000 km or 24 months before. The owner will have to provide proof that the previous intervention was carried out by an approved repairer by presenting an invoice.
Finally, a retroactive measure to compensate consumers who have received less favorable refunds since January 1, 2021 with a lump sum (amount currently unknown) will be put in place. To manage the allocation of the retroactive amount, a platform dedicated to this system will be opened in mid-January at this address: https://stellantis-support.com/v2/ . It will calculate the amount allocated based on the mileage and age of the vehicle.
UFC-Que Choisir, which has been warning since 2022 about recurring problems related to the AdBlue additive, is pleased to have been heard by the Commission . However, given that the decision dates back to the end of December, it may not be worth rushing to your usual dealership because many are probably not yet informed of the new terms.
https://www.presse-citron.net/adblue-voici-une-exc...
Google Translate of the above said:
AdBlue, the anti-pollution fluid required on modern diesel engines, has been in the news for years due to its repeated failures. Testimonies from drivers immobilized by breakdowns are piling up, with bills often exceeding 1,500 euros, so much so that some have resorted to much less expensive illegal means . Faced with this situation, the European Commission intervened, pushing Stellantis to extend its compensation program to the entire European Union after starting in Italy.
Game-changing support
The car manufacturer is rolling out an unprecedented compensation scheme. Diesel vehicles produced between January 2014 and August 2020 will benefit from coverage for up to 8 years after their date of manufacture . For owners of cars less than 5 years old and with no more than 150,000 kilometres, coverage reaches 100% of the cost of parts. Older vehicles are not forgotten, with reimbursements ranging from 30% to 90% depending on their mileage.
Labour is also compensated, although it remains modest. A flat rate of 30 euros will be paid for each intervention, representing approximately 20% of the average cost of repairs. This measure, although imperfect, marks a clear recognition of the poor workmanship suffered by motorists.
Retroactivity that changes everything for drivers
The real innovation lies in the retroactive aspect of the system. Motorists who have already carried out repairs since January 2021 will be able to claim a lump sum compensation. To benefit from it, a dedicated platform will open in mid-January 2024 on the following link . The amount of compensation will be calculated according to the age of the vehicle and its mileage at the time of the breakdown.
Even more remarkable, Stellantis is committed to covering the costs in full in the event of a second breakdown. If a new intervention is necessary within 24 months or 50,000 kilometers following the first repair, the manufacturer will cover 100% of the costs, including parts and labor. There is one condition, however: the first repair must have been carried out in an approved garage, with an invoice to support it.
A major turning point for the automotive industry
This decision by Stellantis, pushed by consumer associations, could set a significant precedent in the automotive industry. UFC-Que Choisir, which has been fighting since the end of 2022 on this Adblue issue , welcomes this major step forward obtained thanks to the intervention of the European Commission . Other manufacturers could be led to follow this example, particularly under pressure from European authorities.
The agreement reflects a growing awareness of manufacturers' responsibilities in the face of technical failures. The case of Italy, where Stellantis had already set up a similar program, has clearly served as a model for this European extension . This harmonization of practices at the continental level represents a significant victory for consumer rights.
Affected owners are nevertheless urged to be patient. Dealers have yet to integrate these new terms into their procedures. A period of a few weeks seems reasonable before starting the reimbursement process. In the meantime, keeping invoices and documents relating to repairs is crucial to facilitate future compensation claims.
Something to keep an eye on if you've been affected and hopefully these stories will trickle into the UK press and get enough attention to get us included in this scheme. Game-changing support
The car manufacturer is rolling out an unprecedented compensation scheme. Diesel vehicles produced between January 2014 and August 2020 will benefit from coverage for up to 8 years after their date of manufacture . For owners of cars less than 5 years old and with no more than 150,000 kilometres, coverage reaches 100% of the cost of parts. Older vehicles are not forgotten, with reimbursements ranging from 30% to 90% depending on their mileage.
Labour is also compensated, although it remains modest. A flat rate of 30 euros will be paid for each intervention, representing approximately 20% of the average cost of repairs. This measure, although imperfect, marks a clear recognition of the poor workmanship suffered by motorists.
Retroactivity that changes everything for drivers
The real innovation lies in the retroactive aspect of the system. Motorists who have already carried out repairs since January 2021 will be able to claim a lump sum compensation. To benefit from it, a dedicated platform will open in mid-January 2024 on the following link . The amount of compensation will be calculated according to the age of the vehicle and its mileage at the time of the breakdown.
Even more remarkable, Stellantis is committed to covering the costs in full in the event of a second breakdown. If a new intervention is necessary within 24 months or 50,000 kilometers following the first repair, the manufacturer will cover 100% of the costs, including parts and labor. There is one condition, however: the first repair must have been carried out in an approved garage, with an invoice to support it.
A major turning point for the automotive industry
This decision by Stellantis, pushed by consumer associations, could set a significant precedent in the automotive industry. UFC-Que Choisir, which has been fighting since the end of 2022 on this Adblue issue , welcomes this major step forward obtained thanks to the intervention of the European Commission . Other manufacturers could be led to follow this example, particularly under pressure from European authorities.
The agreement reflects a growing awareness of manufacturers' responsibilities in the face of technical failures. The case of Italy, where Stellantis had already set up a similar program, has clearly served as a model for this European extension . This harmonization of practices at the continental level represents a significant victory for consumer rights.
Affected owners are nevertheless urged to be patient. Dealers have yet to integrate these new terms into their procedures. A period of a few weeks seems reasonable before starting the reimbursement process. In the meantime, keeping invoices and documents relating to repairs is crucial to facilitate future compensation claims.
- Stellantis covers up to 100% of AdBlue repairs for diesel vehicles produced between 2014 and 2020
- A reimbursement platform will open in mid-January for repairs carried out since 2021
- Second breakdowns will be fully reimbursed under certain conditions
The portal is now open - on initial access a chatbot will ask you for some basic information and then you get an email with a password to logon to the portal, you'll then be prompted to change this and then add some more contact information. The UK is very much there on the list of places you can select so it would appear this extends to us.
https://stellantis-support.com/v2/
The actual option to start a claim hasn't appeared for me yet but documentation available on there alongside various pieces of guidance suggests that this will be visible at some point after you've filled in contact information and saved it.
https://stellantis-support.com/v2/
The actual option to start a claim hasn't appeared for me yet but documentation available on there alongside various pieces of guidance suggests that this will be visible at some point after you've filled in contact information and saved it.
With regards to the Stellantis claim web site, I have registered and got the password to log on which took a few days. Like many, I have had a new injector, a new tank and software. Last week I had the software upgrade and the car, a Peugot Rifter 130hp is running like a dream! If it gets past 1,000 miles without the sensors detecting trouble it will be a start to renew my confidence in the reliability of repair. The purpose of this post is that the site totally rejects my VIN number with the message that the car is not eligible for any compensation. it is a 2019 model with 70,000 on the clock. I assume that although it has a full service history it is not with the dealership garage. I wish everybody sincere good luck in their claim backs but feel it may be more difficult than filling in a simple web site!
Emperor123 said:
With regards to the Stellantis claim web site, I have registered and got the password to log on which took a few days. Like many, I have had a new injector, a new tank and software. Last week I had the software upgrade and the car, a Peugot Rifter 130hp is running like a dream! If it gets past 1,000 miles without the sensors detecting trouble it will be a start to renew my confidence in the reliability of repair. The purpose of this post is that the site totally rejects my VIN number with the message that the car is not eligible for any compensation. it is a 2019 model with 70,000 on the clock. I assume that although it has a full service history it is not with the dealership garage. I wish everybody sincere good luck in their claim backs but feel it may be more difficult than filling in a simple web site!
I'm still going through the "personal ID" page stuff - they keep asking for additional bits each time I login but haven't actually contacted me to prompt any of this, on checking just now due to you reminding me they now want an ID document, that wasn't there when I filled things out. I strongly suspect I'll be rejected as all of my out of pocket issues are non-Citroen because I ended up carrying out loads of investigations and other stuff before getting to the point of being in touch with them, on my second failure I just gave up rather than going back to them.
I suspected they were going to make this difficult but felt compelled to share in the hope some people can get somewhere and that it raises awareness of the issue in the first place and the terrible service from Stellantis around this.
Good to hear you're making progress and have a car you're happier with.
Hi,
I would be interested to know if anyone has had success claiming back their AdBlue related repair bills from Stellantis yet, using the portal in the above thread. Or any Tips.
I am just registering now for my own Citroen Berlingo which is 5.5 years old (2 years with me) and has so far failed on 3 occasions while I've owned it.
Failure #1 - P20EE - Depollution of the deNOx system, within the 12 month second hand sale-warranty - the dealer just cleared the codes and gave it back to - thanks for that !
Failure #2 - P2048 - 11 - Urea injector short to earth. £500 repair, covered by the extended warranty I reluctantly took out following the first failure (which ironically cost £500)
Failure #3 (current problem) - P20E8 - Urea line pressure, P20A2 - DeNOx system circuit, P20EE - Depollution of the deNOx system. This time the dealership want a total of £1428 to replace the pump (integral to the tank), 2.1 hours of labour and the £144 for the 5 minutes connecting their laptop.
Thanks
JS
I would be interested to know if anyone has had success claiming back their AdBlue related repair bills from Stellantis yet, using the portal in the above thread. Or any Tips.
I am just registering now for my own Citroen Berlingo which is 5.5 years old (2 years with me) and has so far failed on 3 occasions while I've owned it.
Failure #1 - P20EE - Depollution of the deNOx system, within the 12 month second hand sale-warranty - the dealer just cleared the codes and gave it back to - thanks for that !
Failure #2 - P2048 - 11 - Urea injector short to earth. £500 repair, covered by the extended warranty I reluctantly took out following the first failure (which ironically cost £500)
Failure #3 (current problem) - P20E8 - Urea line pressure, P20A2 - DeNOx system circuit, P20EE - Depollution of the deNOx system. This time the dealership want a total of £1428 to replace the pump (integral to the tank), 2.1 hours of labour and the £144 for the 5 minutes connecting their laptop.
Thanks
JS
Gassing Station | General Gassing | Top of Page | What's New | My Stuff