On 12/26/2020 I was driving down the interstate and my son lightly touched his headrest and it exploded open. I didn't realize at the time it was covered under the "x-86" extended warranty, and attempted in January 2021 to buy a replacement. Mopar canceled my order and told me to go through the dealership since it is a known issue. I did just that, and the order has been on hold since January or February of 2021. Chrysler customer service doesn't have a resolution for me, and won't talk to me anymore. Their department that specifically deals with this "x-86" issue won't even call or update my dealership Stew Hansen's, which is located at 12103 Hickman Rd, Urbandale, IA 50323. I am appalled and just want my headrest replacement. The parts manager found one in stock, but coincidentally it doesn't have the correct part number that Chrysler wants to honor to fix this for me. Chrysler is unwilling to make an exception for the part number and rectify this defective part. I want answers now. Please note that I have gotten married since this incident, and the dealership has my case filed under my maiden name [XXX], not [XXX]. INFORMATION Redacted PURSUANT TO THE FREEDOM OF INFORMATION ACT (FOIA), 5 U.S.C. 552(B)(6).

- Urbandale, IA, USA