Hey we just bought a 2019 Pacifica Hybrid yesterday. Driving home we had the exact same issue you describe here.
Did you ever get resolution? What was the issue? I'm worried I've got a lemon here.
Hi - I'm sorry about the delay in getting back you. I was going to give an update and I figure it might give you an idea of what could be a worst case scenario for you.
We're six weeks in now. The car is being purchased back and replacing with the same car. We felt that this was more of an exception than the rule. (I hope that's the case).
The car was towed back to our dealership and this dealership started a new STAR Case with Chrysler. The problem presented itself two times during the second week (first week with them) and then it sat around for a while while the dealership waited to hear back from the engineers. From what we can tell, there was never any additional information provided about the codes the car was throwing. I do feel that we have a dealership that isn't proactive in repairing the issue, and a STAR Case worker that wasn't on top of it.
We ended up getting escalated a few times through the system. If you can, I would do what I could to get to someone higher than the first level in Chrysler Cares. The gentleman that we had first, Tyrone, couldn't do anything for us. We couldn't get a loaner and they wouldn't approve more than 45/day for a rental. We have a Van because we have a ton of children so getting an equivalent rental is expensive. I got upset at Tyrone for the lack of awareness or ability... that was strike one. Secondly, after going back and forth, Tyrone wasn't able to give me any idea of when STAR would get back to the dealership, when the car may be done, what may be wrong with the car, etc. They're supposed to be an advocate but you can't get info at all. Next day, he calls back and escalates it up one step.
The next step was Stephanie, IIRC, and that lasted about two days. We couldn't get a hold of her after the first discussion. If she wasn't available, there wasn't another person to talk to. They can't just give you to a manager or anther available case manager. Being two weeks without a vehicle, without any idea of what's wrong, and really no help REALLY makes you feel isolated. So basically, we were given the same run around. And think - we're talking about two weeks where we've had to get a rental out of our own pocket and to get reimbursed (if we would get reimbursed for all of it) we'd have to fill out a form and wait another 60 days. We're blessed that we could absorb those costs for a while, but that's not going to be the case for everyone and then you're in a position where you can't live normally.
Ok - we ended up being escalated up to the exec level and he cared. He worked directly with us, called the dealership, STAR, and got us a check for the full amount of the two rentals. While he worked with STAR and the dealership, he came to the conclusion that we could do a repurchase or a replacement. We went for the replacement as we really do like the car and there are no options within the same realm as the Limited.
All we know of the problem is it's some type of coolant problem and after a while the problem couldn't be replicated. The dealership said we should drive it around since it was acting normally until the problem happened again. We said no since no work had been done to the car AND no STAR engineer had given recommendations to the dealership. That was unacceptable to us since we don't want our car to break down with 4 kids. Even being in town does make for a good situation in 110 degree weather.
I would recommend that you become the squeaky wheel. The first couple levels of Chrysler Cares won't be able to do much IF you have the same problem that we did. I hope that they give your dealership the information it needs OR that the dealership is pro-active. The car is throwing codes so you would think that Chrysler keeps store of those and can provide answers to the dealership on how to repair. Go read the Car and Driver and I think we can deduce that the coolant system can be problematic... not on every car but a certain percentage.
Call and Email EVERYONE! I contacted Chrysler Cares through this website, via Facebook, through phone calls, and we kept it up. Once we noticed that the dealership wasn't helping then we put pressure on them. We spoke with the case manager, the service manager, the parts manager and the sales manager. The parts manager ended up being the best help to us. The finance manager has been great with the replacement too.
And for those looking at optional three row vehicles - here's the list of rentals and loaners we've had:
1. Toyota Sienna - horrible! It drives like a truck and is less intuitive. Got my family home so can't be too unhappy.
2. Buick Enclave - SUV. Did fit within their reimbursement plan but it is severely limited in space. You can fit the entire family but good luck with groceries if you make a Sams Club run. Nice interior.
3. Dodge Journey - This will not work if you have four kids and want to do anything. After the rear seats are up then you cannot get much more than three to four Kleenex boxes back there. This was the worst car on our loaner/rental list.
4. Dodge Grand Caravan - I cannot believe they are based on the same car. If you can afford the additional couple grand between the Grand Caravan and Voyager then go Voyager.
5. Chrysler Pacifica - amazing how quiet it is between this and the Grand Caravan. Pretty wild.
Hope that helps...... keep the pressure on and I really do hope that they have an easy fix for you like low coolant or something like that.