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Discussion Starter · #1 ·
Frustrated enough after 4 years of ownership to write this post. Keeping it to just the facts. Hope this helps future potential Chrysler customers with their decision making.

1. Purchased 2017 Chrysler Pacifica Hybrid Minivan with MOPAR 7 yr/100K warranty

2. First major issue (hybrid battery replacement) in 2019. Car in shop for 6 weeks

3. Spoke with Chrysler case manager who approved reimburse rental at $35/day for duration of fix. When I submitted receipts, I was stuck with one week of expenses because there is no record of this agreement

4. Second major issue (PIM replacement) in 2022. Car in shop for 8 weeks

5. Learned my lesson from 2019. Called repeatedly to confirm Chrysler will reimburse rental for entire duration. Confirmed over phone that this was documented in their system. Followed up with email. Got confirmation via email (see screenshot) that there is nothing to worry about

6. When I submitted receipts, I was stuck with 4 weeks of expenses. Called in and was told that there is no record, again. Except there is this time, I replied. After some research, I was then told that the case managers who I spoke to were mistaken, and they apologize for the mistake, but they are not giving me any additional reimbursement

I am okay with cars needing repairs. I am NOT OKAY with Chrysler's inept/deceptive (not sure which it is, you pick) practices when a major repair leaves customers without their main method of transportation.

For those who may be curious ... MOPAR warranty's rental clause covers only 5 days of rental reimbursements at $35/day. Any additional rental expenses need to be negotiated with Chrysler. Both of my repairs were considered manufacturer's defects so that's why they covered a percentage of the rental days. I could only imagine how a scenario would play out if a repair is covered by MOPAR only...

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Discussion Starter · #5 ·
Thank you for reading and I agree with you, PacDave. A majority of buyers will never experience any major problems with their vehicle purchase regardless of manufacturer. I even recommended the Pacifica Hybrid to my neighbor who made the purchase.

As noted, I don't have an issue with cars needing repairs. I do have an issue when a car company chooses not to honor words of their customer service representatives, even when provided in writing.

Just to balance it out a bit for potential buyers, in October we will have had our van (2018 PacHy) for four years. During that time we’ve had no major problems and the few times it was at the dealer we had it back usually the same day. Once, they kept it for two nights, I think. Overall, we are satisfied with the purchase and only major concern is this recall that’s still hanging over our heads since February.
 

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Discussion Starter · #7 · (Edited)
Agreed Peterweb. That's why after learning my lesson in 2019, I did what I thought was necessary to properly document my request in 2022, see my screencap of the email in original post.

Unfortunately, that just got them to agree that their case managers were wrong. They are still not willing to correct the mistake they made by giving me the additional reimbursement. Mind boggling, I know.
 

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Discussion Starter · #9 ·
The rental terms of MOPAR is 5 days max @ $35/day. This I found out during the 2019 repair.

In both of my situations the repair resulted from a recall. The dealer told me rentals on recalls and manufacturer warranty repairs are handled case by case by Chrysler case management. For the 2019 repair, I called in and was advised that the rental will be covered in full. They ended up covering 5 of the 6 weeks. This time in 2022 I was again advised that the rental will be covered in full. I cited my previous experience and got verbal and written confirmation that it will be fully covered. They ended up covering 4 of the 8 weeks.

One item I want to emphasize is that there is no ambiguity on what I was told by Chrysler case managers previously, or if they have a record of those dialogues or not. The situation is that they acknowledge that the information communicated to me was incorrect, which they do apologize, but they are still not willing to help me with the 4 weeks out of pocket.

I don't know what to expect in terms of rental assistance when a Chrysler product goes in for repairs for several months due to a recall. I agree that I could do the individual research and read the contracts. But if I cannot count on representatives on the dedicated support line from the Manufacturer to inform me verbally and in writing, or on their supervisors to make things right when mistakes are made, then it's a moot point. I have already cut my losses and moved on. This post and my replies are just to document my experience to help inform future potential buyers. Thank you again for reading.

So if the car manufacturer told you they would honour their rental agreement , which they could have and the interpretation was very loosely worded , you would still be out coverage for your claim ? . Something isn’t right here , your warranty clearly states the rental terms and conditions , did you at least get the terms per your contract ? . If you were looking for over and beyond that , the dealer relationship I keep talking about clearly helps here , then that’s where this whole post falls short . Your expectation of coverage , due to repairs and warranty language , is clearly not aligned with the obligations from your service contract . Have you contacted fca , through a lawyer and registers letter with your contract, service invoice and out of pocket expenses for the rental ? . I get posting on a forum and the frustration level , but there are ways and means to go about obtaining remedies , if and so your owed them .
 

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Discussion Starter · #10 ·
Cannot agree more. I do not have an issue with the Pacifica I purchased needing repairs. I do have a big issue with their entire support system - dealers, inventory, customer service, supervisors, etc.

Chrysler is involved and I have a case open, but I'm not at all satisfied with their response which I can only describe as lackluster at best. I certainly understand that problems happen and it's out of their control, but I don't really feel like they do a good job standing behind the product when there is a serious issue causing it to be out of service for weeks or months at a time. The reimbursement policies are a joke and they make it as difficult as possible.

Personally, I can't wait to get the PacHy out of my life and I'll never buy another Stellantis product again. I don't fault them for the problem happening in the first place, but I do fault them for lousy customer service when serious issues arise. The whole experience has been really disheartening, because outside of the technical issues it was a wonderful van.
 

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Discussion Starter · #17 ·
At least your dealership offers loaners! Hope you get your van back very soon.

I am having the same repair issue with my 2021 hybrid. Car just stalled in the middle of the highway bc it was having trouble switching between electric and gas. Been in the shop since June 4th and Chrysler is coming up with new things to investigate. From changing heater element to transmission. I DO have an issue with a van with less than 15K miles being in the shop this long and Chrysler having no clue what’s wrong. I paid for a rental for 10 days before switching to a dealer loaner. They closed my case on the rental side and have not reimbursed me yet.
 

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Discussion Starter · #18 ·
Agreed. My dealer's technician have told me both times that all they do is run diagnostics and whatever error codes the vehicle returns, they submit it to Chrysler's STARS (I think that's the name) team for further instructions. Depending on how backed up the STARS que is, they get responses once a day or sometimes only once a week and act accordingly. I'm sure for smaller/common issues this process is not followed but when these PHEVs breakdown they are usually down for the count.

Anyhow, it drags out any major repairs and make them time consuming processes.

I think that the problem in general with many PHEVs is that they represent such a small segment of the entire population of vehicles. So these dealers understand the problems and how to fix them with ICE vehicles but the PHEVs are a more rare bunch.
 

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Discussion Starter · #19 ·
At least you can find “Chrysler cares", it exists in name only in Canada, every time you reach them out, the customer agent will answer your questions with fixed templates "sorry", "my apologize", "I understand", "that's ture", and do nothing, the final answer would be "contact your dealership to find out more infomation".
Yes they are cordial but mostly powerless/unwilling to help. Below is a fun example of the emails I received, with a lot to unpack:

1. 10 days elapsed between communications. I called in between and left VMs with no callback

2. My case was opened in May. In two months time Tere was the 3rd manager assigned to my case. She was also the second to be "no longer working.". Gives you an idea of the turnover at Stellantis

3. The clincher is that my vehicle was fixed and picked up by me a couple days before Jul 7th. So either the case manager never did follow up, or the dealer is equally unresponsive to their customers (they usually don't return my calls unless I bombard them with multiple VMs/texts over several days) and their corporate counterparts.


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Discussion Starter · #20 · (Edited)
After reading the first post of this thread, i had a real issue with the OP's title. I expected to read about a Pachy fire in the garage, for instance, but no. The real beef is with the warranty and, in particular, the car rental reimbursement part of the warranty. So don't buy a Pachy because you will have a fight on your hands getting the car rental benefit of the warranty.

Perhaps the title should say something like, "Touble getting rental car reimbursement from dealer." After all, the OP admits, "I am okay with cars needing repairs..."

The OP's issue could be in regards to any Pacifica, so in this case it isn't fair to single out the Pacifica Hybrid model. Just my opinion.
I do see your point, and thank you for raising it.

My thought was that my "do not buy" assessment are made beyond the repairs themselves. I'm not expecting any car from any manufacturer to be defect free. Maybe Chrysler products require more repairs, but that's not a show stopper for me. For what it's worth, the two issues I mentioned have stranded me in 800 miles and 50 miles from home, respectively, so those experiences of trying to get home could warrant the "do not buy."

What has been eye opening the last 4 years is the failures in Chrysler's customer service network (dealers, parts inventory, customer service, etc.) I have experienced in trying to get repairs done. I have owned Chevys, Toyotas, Lexus, Acura and any lengthy repair work done on those vehicles did not frustrate me enough to spend time writing about it. This thread with contribution from all of you will hopefully be good source of information for future buyers.
 

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Discussion Starter · #21 ·
So many of these issues could be solved IF THER WAS LESS TO NO BACKUP LINE FOR NEEDED PARTS!
Cannot agree more. And to me it comes down to what a company is willing to do for its customers when unforeseen future circumstances puts the company in a situation where they may have to incur expenses to keep their customers happy.

I own a Chevy and Lexus and neither has issues giving out loaners. The Chrysler dealership is the only one that as a policy does not offer loaners. I saw that another post saying their dealership gave them a loaner so it's good to know my situation is not a nationwide policy.

One note to add is that in my experience issues with Pacifica hybrids are also not diagnosed properly the first time. Per my post above, dealership technicians are not trained or do not have the authority to perform the repairs unless they engage the STARS team from Chrysler. So it drags everything out because the decision on what to do next is being handled remotely by a team who is reading emails crafted by your dealership's technicians.
 

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Discussion Starter · #22 ·
I am having the same repair issue with my 2021 hybrid. Car just stalled in the middle of the highway bc it was having trouble switching between electric and gas. Been in the shop since June 4th and Chrysler is coming up with new things to investigate. From changing heater element to transmission. I DO have an issue with a van with less than 15K miles being in the shop this long and Chrysler having no clue what’s wrong. I paid for a rental for 10 days before switching to a dealer loaner. They closed my case on the rental side and have not reimbursed me yet.
Chrysler is usually good on mailing the check. Once the case is closed you should get it within 2 - 3 weeks. Make sure to call them if you don't.

May I ask where you are located? Nice that your dealer offered a loaner. I personally will really vet the dealership's service department out before making my next purchasing decision. And the policy on rentals will be a high priority item for me.
 

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Discussion Starter · #24 ·
This sounds super painful, but if you have in writing from them that they will pay for the rental it would seem you have a great small claims case. I'd like to see them show up and argue how it's your problem that their representative told you something they didn't want them to.
I am contemplating it. More to see this through then to recoup the rental expenses.

Question for everyone in the know on this forum - how do I best request transcripts/notes on my case from Chrysler? Do I have a right to them as the customer or can they flat out refuse? Thanks in advance.
 
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