Stellantis Refused My Citroën Warranty Claim

I am submitting this complaint because the warranty service for my vehicle, which is still covered by the manufacturer's/distributor's warranty, was unlawfully refused, resulting in defective after-sales service.

I am the owner of a Citroën C5 Aircross, license plate 34 M** 901, VIN VR7ACYHZXRL0569**, which is still covered by the distributor's warranty provided by Stellantis Otomotiv Pazarlama A.Ş. A paint defect, which I believe is the result of a factory manufacturing issue, developed on the vehicle's hood.

For this reason, I took my vehicle to the Citroën Cetaş Authorized Service Center in Bayrampaşa, Istanbul, on June 23, 2026. However, in the official Service Closure Work Order dated June 25, 2026 (Work Order No. 10623009), the authorized service center explicitly stated:

"There is paint peeling on the hood. The vehicle was originally delivered by Mepa Otomotiv. The customer should contact the selling dealer."

Despite the fact that my vehicle remains under the distributor's warranty, the authorized service center refused to inspect or repair the defect under warranty, claiming that the matter should be handled by the dealership that originally sold the vehicle. This refusal constitutes a failure to fulfill the warranty obligations and amounts to defective service.

I also contacted the Citroën Customer Service Center, where a complaint/reference number was provided to me. During that conversation, I was again informed—contrary to the applicable consumer protection legislation—that the dealership was entitled to refuse warranty service in this manner. Instead of protecting my rights as a consumer, this response further aggravated my situation.

Under the Turkish Consumer Protection Law No. 6502 and the Warranty Certificate Regulation, any product covered by a distributor's warranty must receive warranty service from any authorized service center throughout Türkiye. The dealership from which the vehicle was originally purchased does not affect or limit the distributor's legal warranty obligations. These obligations cannot be transferred between dealerships or used against consumers as a reason to deny warranty coverage.

I therefore request that the relevant authorities investigate both Bayrampaşa Cetaş Authorized Service Center (Cetaş Otomotiv A.Ş.) and Stellantis Otomotiv Pazarlama A.Ş. for unlawfully refusing their warranty obligations and violating consumer rights, and that any applicable administrative sanctions be imposed.

In addition, I request that a paint thickness inspection and damage assessment file be opened immediately and that all necessary repair procedures be initiated under the distributor's warranty, without any cost being charged to me.

I have also attached the officially stamped and signed Service Closure Work Order, which clearly documents the authorized service center's refusal to provide warranty service. I respectfully request that my complaint be reviewed urgently and that my warranty rights be fully honored without further delay.