[brandond1984]

Hello,
My 2018 Van is once again going to the dealership for a recall. The last time I took it in for the isolator post connection recall, I was without a vehicle for the full day before learning that after taking everything apart they didn't have the parts and that the recall could not be completed. That was last year, and I have not wanted to return to the dealership; however, there is now a recall that is slated to take two days to complete.

I have 3 small children who I need to drive all over the place during the week. I am led to believe that it's up to the dealership to decide if they "want" to give me a loaner or to provide me with rides around town or something? I don't mean to sound entitled here, but I bought the van so I didn't have to rely on rides from other people, and I didn't build the van, so the faults that are being corrected here are not ones that I created. So I am really hoping that the dealership is going to just give me a loaner vehicle or else this is going to be a pretty souring experience.

I love the fact that I have saved so much money on gas, but I also have never had to go to the dealership with a vehicle so many times in my life. So is there someone I can speak to that way I can be reassured that I'll have a way to get where I need to go for the two days the van is out of my hands?

 

[CANADAHYBRIDGUY]

Curious , what part did your vehicle require for the battery post inspection ? . The second recall should usually be preformed in 5 hours roughly , have you contacted the dealership and discussed this when you booked your service appointment ?

 

[Jeremy M.]

I would speak to the service adviser and ask about a loaner while your yours is being worked on. Not all dealerships have a loaners available.
When I sent my van in for hood corrosion I was given a loaner.

 

[brandond1984]

I would speak to the service adviser and ask about a loaner while your yours is being worked on. Not all dealerships have a loaners available. When I sent my van in for hood corrosion I was given a loaner.

Thanks guys. I called the service desk and they don't have loaners. He gave me the number to call Chrysler to ask about rental reimbursement, but I called twice and got through the menu to speak with a rep and both times it rang and then the robot called to let me know "you call cannot be completed at this time. I am calling at 10 a.m. EST (which appeared to be the correct time zone for their hours of operation) so there should be someone there. They didn't even tell me what part it was that was missing. This new recall they said takes two days "or more" now, and that is even less encouraging than before. NHTSA campaign number: 22V077. Chrysler’s own number for this recall is Z11 It's the "don't charge your van or it may catch fire" recall. So if it should only take 5 hours then they are lying to me. I've had some disappointments with them for being disorganized, but I they have never seemed dishonest. So I wonder if the recall you're talking about is different.

 

[CANADAHYBRIDGUY]

I think you missed the point . The dealership , when your vehicle is taken in for service , is giving you a time from starry to completion based on if things come up . Dealership service has hours that they work and when it’s end of the day like you they go home . So the inspection is done giving a a buffer , what would happen if they advised 5 hours and had your vehicle for 24-48 hrs .

 

[brandond1984]

I think you missed the point . The dealership , when your vehicle is taken in for service , is giving you a time from starry to completion based on if things come up . Dealership service has hours that they work and when it’s end of the day like you they go home . So the inspection is done giving a a buffer , what would happen if they advised 5 hours and had your vehicle for 24-48 hrs .

 

[brandond1984]

Yeah. I know they aren’t robots and that they have hours when they work and they go home for the day and have lives that do not involve fixing my van. I’m not sure what you want me to take away from this particular response.

Anyway, regardless of the window that it takes to complete, they are taking my van for an unknown amount of time, and all I am trying to do is get through to Chrysler at this point to talk with someone about a rental reimbursement. All day long I reach the connect to a rep part of the call service, and then it tells me the call can’t be completed at this time and hangs up on me.

So if anyone around here knows a good number to actually connect to a Chrysler rep, I would appreciate it.

 

[PacDave]

Curious , what part did your vehicle require for the battery post inspection ? . The second recall should usually be preformed in 5 hours roughly , have you contacted the dealership and discussed this when you booked your service appointment ?

As you probably know, there were no parts required for the inspection. But sometime after the inspection notice was out, a new recall came out for a special isolator or cover for the battery post. That requires parts. If by chance you had not had the original inspection, it is possible that you would take vehicle in later after the 2nd notice and for some reason the dealer thinks they are just doing the inspection, they find problems and then they have to order parts because they don’t have them in stock.
In reality for the 2nd notice there were part(s) necessary for all affected vehicles.

 

[swiftd03]

If I was you I would raise the issue with the service manager. Usually if they are only keeping a vehicle for one day or overnight for one night they do not provide a loaner (my local dealer at least). If you explain the situation to them and let them know that you are needing your vehicle back at the end of the day then they should be able to accommodate you or advise that they can not and work with you to come up with other solutions. You can contact @ChryslerCares and ask for their support but I would be surprised if they provided rental reimbursement for a one day recall.

 

[rscott0]

Just a couple points here...

First, ignore the part about this being a 5 hour job. The recall notice estimates 1.5-2 days. It's pretty straightforward, but lots of steps. I cannot imagine dealers being able to do it in a single day.

Second, the recall notice states specifically that FCA will supply a rental or substitute transportation. The instructions the dealer gets say that they can provide a loaner, a rental, or courtesy transportation (and if you ask, they are supposed to drop off the rental/loaner and pick up your car, then do the same when it is done).

My dealer didn't have an option other than "waiting" or "own transportation", which I didn't fight (I'm in a situation where I can and would rather use just our other all-electric car, than have a 2nd car that uses gas). I would try calling the number on the recall notice: 1-800-853-1403. They are the ones who made the promise that you would get transportation (and could offer other suggestions, like a different dealer, or reimbursement).

 

[CANADAHYBRIDGUY]

Just a couple points here...

First, ignore the part about this being a 5 hour job. The recall notice estimates 1.5-2 days. It's pretty straightforward, but lots of steps. I cannot imagine dealers being able to do it in a single day.

Second, the recall notice states specifically that FCA will supply a rental or substitute transportation. The instructions the dealer gets say that they can provide a loaner, a rental, or courtesy transportation (and if you ask, they are supposed to drop off the rental/loaner and pick up your car, then do the same when it is done).

My dealer didn't have an option other than "waiting" or "own transportation", which I didn't fight (I'm in a situation where I can and would rather use just our other all-electric car, than have a 2nd car that uses gas). I would try calling the number on the recall notice: 1-800-853-1403. They are the ones who made the promise that you would get transportation (and could offer other suggestions, like a different dealer, or reimbursement).

It takes 8 hrs to remove and replace a entire engine. Acces points , removal , inspection , update and reinstalling isn’t a one day job . Do you honestly think that a manufacturer would pay a dealership 16 hours to swap out a battery from a hev , bev or phev . The recall by a qualified tech can be done in 5 hours , I’ll be generous and say 8 . Any job on a vehicle has a time allowance paid under warranty, no matter what part of the vehicle is being worked on .

 

[rscott0]

It takes 8 hrs to remove and replace a entire engine. Acces points , removal , inspection , update and reinstalling isn’t a one day job . Do you honestly think that a manufacturer would pay a dealership 16 hours to swap out a battery from a hev , bev or phev . The recall by a qualified tech can be done in 5 hours , I’ll be generous and say 8 ....

And you are basing this on....?

You seem to be confusing the labor time with the time to complete the repair (which includes charging and "soaking"). Chrysler isn't paying dealers for 16 hours; they are paying them the time allowance (which is less than even your 5 hours). A good tech would probably spend less than an hour with the car. The rest is charging, a 3-hour "soak", and possibly driving to lower the SOC and/or raise the battery temps.

Yes, it might be possible to complete the recall in 5 hours, under nearly ideal circumstances. That would include a tech already knowledgeable about the recall (you want to read it closely when one possible step is "Call your fire department immediately"), a car coming in close to a 60% charge (more than that they have to drive it to decrease SOC, less than that is extra charging time), battery pack less than 50 degrees F (10 degrees C), the dealer has the techs available immediately, and the car comes in less than ~5 hours before closing time, and no failing conditions occur.

The key is step 34: "Charge the High Voltage Battery to a full charge and allow a rest period (approximately up to 7 hrs. total)".

 

[CANADAHYBRIDGUY]

Step 34 . How many dealers have level 2 chargers installed on their premise would be my question . The dealer “ when resting “ puts your vehicle aside and works on other matters . The whole process is 5 hrs approx , the tech doesn’t get paid to wait as your vehicle rests , common knowledge .

 

[rscott0]

Step 34 . How many dealers have level 2 chargers installed on their premise would be my question .

I assume all do. But if not, that would just make the process slower.

The dealer “ when resting “ puts your vehicle aside and works on other matters .

Of course. That's why they get paid for 0.5 hours, not 10-20 or whatever hours. But whether they are sitting in your car listening to the radio while the car is charging, or they are working on another car, it will take exactly as long to complete the recall.

The whole process is 5 hrs approx

According to you, without any explanation.

In the absolute best case scenario, it's probably possible for the recall to be done in 5 hours. The recall details say just the charge/soak cycle can take up to 7 hours. I can't say whether they are talking about 4 hours of charging at 120V and 3 hours of soak, or if they have something else in mind (maybe the tech gets back from the 3-hour soak and the software tells them to wait another couple hours).

What happens if after the 3 hour soak, there isn't a tech available for another hour? Does the recall automatically get priority (which it shouldn't if the owner is in a loaner, and someone else is in the waiting are waiting for their repair)?

What if the car comes in with 85% charge (like mine did)? They've got to drive it around for perhaps 30 minutes first.

What if the battery is below 50 degrees F, and they need to drive until it gets over 50 degrees F?

What happens when for some reason the battery test fails the first time (or second or third times), and needs to be re-done? That happened with mine, and other people here as well. Sure, you could say a tech didn't do the job right the first time (but how do you know?), and even then, if it takes them 8 hours, it doesn't take them the 5 hours you are talking about.

 

[brandond1984]

I finally got through to Chrysler and they're gonna pay 65 dollars a day for a rental for the length of the recall. It's not enough to pay for a van, which would've been ideal, but I can at least take care of the stuff I need to do while the big kids are in school, if there's an emergency, or if something goes wrong with the recall work. I'm glad it worked out this well.

 

[pure_insanity]

I finally got through to Chrysler and they're gonna pay 65 dollars a day for a rental for the length of the recall. It's not enough to pay for a van, which would've been ideal, but I can at least take care of the stuff I need to do while the big kids are in school, if there's an emergency, or if something goes wrong with the recall work. I'm glad it worked out this well.

Not bad but could obviously be better - especially if this was pre covid when you could get a rental for $25/day.

Are you opting for the additional damage insurance on the rental? That certainly adds up quick...

 

[ChryslerCares]

Hello,
My 2018 Van is once again going to the dealership for a recall. The last time I took it in for the isolator post connection recall, I was without a vehicle for the full day before learning that after taking everything apart they didn't have the parts and that the recall could not be completed. That was last year, and I have not wanted to return to the dealership; however, there is now a recall that is slated to take two days to complete.

I have 3 small children who I need to drive all over the place during the week. I am led to believe that it's up to the dealership to decide if they "want" to give me a loaner or to provide me with rides around town or something? I don't mean to sound entitled here, but I bought the van so I didn't have to rely on rides from other people, and I didn't build the van, so the faults that are being corrected here are not ones that I created. So I am really hoping that the dealership is going to just give me a loaner vehicle or else this is going to be a pretty souring experience.

I love the fact that I have saved so much money on gas, but I also have never had to go to the dealership with a vehicle so many times in my life. So is there someone I can speak to that way I can be reassured that I'll have a way to get where I need to go for the two days the van is out of my hands?

Hello Brandond1984,

Thank you for grabbing our attention. Loaner vehicles are first come, if there are none available at the dealer, you're able to rent a vehicle on your own, provide us with the rental invoice for reimbursement. Should you have any further questions, please send us a PM.

William
Chrysler Cares

 

[brandond1984]

Hello Brandond1984, Thank you for grabbing our attention. Loaner vehicles are first come, if there are none available at the dealer, you're able to rent a vehicle on your own, provide us with the rental invoice for reimbursement. Should you have any further questions, please send us a PM. William Chrysler Cares

Thanks, William!

 

[Jerith]

It can be very hard to keep mechanics who are at the peak of training. The dealership I work at had one tech pass at 53 due to cancer. Another retired. Boom! No warranty work for some models. Currently it feels like palms are getting greased in the East to move into the EV market faster on the back of the dealers, but that is just an opinion or more of a suspicion. Forced 'consulting' fees. The big electrical hazard safety cones were better used to enforce the distancing of the customers from the parts and service counters for that period of time.
A few dealers are very proactive, but it will all end up on an Admin Fee eventually.

 

[Paulie]

Chrysler will reimburse you for a rental up to a certain amount per day. There is a phone number on the recall notice that is different than the one the service manager provided and I was able to get through but I did get dropped several times while being transferred. Mine goes in on Monday for the Z-11 recall.