DO NOT BUY A CHRYSLER
NeverAgain87
Member Posts: 2
I was in the market for a new vehicle because our family is growing so coming from a 4-seater Chevy Volt, which I loved (shout out to the good people at Chevy!), I bought a used 2018 Chrysler Pacifica Plug-In Hybrid because it had the space I need and still had comparable gas-mileage to my Volt. I was so excited about getting this minivan that my father and I even installed a 40-amp line in my garage so I could use a level 2 charger to charge it quicker. I purchased this vehicle January 6th and did not title it until early March when my plates came in and then started the massive issues not only with the vehicle but also Chrysler itself. Seriously people, do not buy a Chrysler, contrary to the customer’s help hotline titled “Chrysler Cares” it simply could not be further from the truth.
The day my vehicle was titled and licensed the engine light came on and of course this was the day before I was supposed to go on a short trip to Cleveland to visit family. It always happens like that doesn’t it? So to O’Reilly’s I went just to have the codes pulled to see if it was something I could manage myself but unfortunately it was an issue with the hybrid battery heater which is out of my league so I called local dealerships to find out when I could get in and everyone was booked out a week.
My next move was to call Chrysler Cares 1-800-247-9753 to ask if the vehicle was still safe to drive given the code it was pulling. This was March 9th and the first two times I called the customer services reps were unsure, the third time I called out of curiosity about a rental I was notified of a serious recall on my vehicle. Apparently, the 2017-2018 models have randomly been catching fire (see article here) but Chrysler has not yet figured out the cause or the solution. The real kicker, is their statement “In the meantime, owners shouldn’t plug in their vehicles, nor should they park them near structures or other vehicles.” Excuse me…what? The whole point of a plug-in vehicle is to in fact be able to charge the battery. More importantly, having a vehicle that is a potential drivable bomb does not seem safe for me or the public at large.
Once I heard this information, I immediately called Chrysler Cares back to get answers or help because I am 7 months pregnant with twins and need transportation that won’t incinerate me or my family. Can I get a rental? Can I get Chrysler to buy back my vehicle? Can I get information on how to trade it in and not be out extra money due to Chrysler’s mistake? They seem like reasonable questions with simple answers but the level one customer service reps repeat the same line “I’m sorry for the inconvenience but only a case manager can give you that information” Ok that’s fine and understandable, only case managers/supervisors seem to be mythical creatures or they are entirely incompetent.
I was assigned a case manager on Monday 3/14 and said I would hear from them within 1 business day. Tuesday came and went, no phone call as of 1pm so I called in and my manager was in training, her name was Chloe, she would call me back by 8pm. Yeah, that didn’t happen. So I call the next morning on Wednesday and the customer service rep says my case was actually created on Tuesday so I should be hearing back from her today because they have 1 business day to get in touch me. That didn’t happen either. Thursday I call in to speak to any case manager or the manager that oversees these supervisors and they were all busy assisting other customers but I was promised a call back by that evening. Once again, radio silence. Finally, Friday I am at my wits end and call in yet again and this time after spending nearly 20 minutes on the phone with a customer service rep they passed me along to a woman named Juana who seemed genuinely interested in helping me; she said she would bring up my concerns in her meeting Friday afternoon. That’s great however it does not help me at all with the issue that I still have no transportation. So I call back to get back in touch with Juana and she is occupied but I am connected with another level 1 agent who says he can put in the rental request and to call back on Saturday between the business hours of 9am-5pm and I should be able to get everything straightened out.
That brings us to today; I call once again and this time the customer service rep says that case managers and supervisors don’t work on Saturdays so I would have to wait until Monday but if I want a rental all I have to do is go to Enterprise and Chrysler would reimburse me for the cost. I have no patience left, I do not trust this company with reimbursing me for a rental which are very costly at this point, I am done with Chrysler.
1.) Chrysler Cares and it’s team is being either severely mismanaged or is lacking in appropriate training as nearly every single time I have called I have been given misinformation, my case has been mishandled, or I have been given new information that other customer service reps were not privy to.
2.) A car being prone to catch fire and being recalled for over a month with Chrysler not providing their consumers with any sort of options other than to risk their lives and others is completely inappropriate and shows a total lack of concern for public safety.
3.) The Chrysler dealerships I have called within St. Louis County have even expressed that Chrysler Cares and Chrysler itself are not helpful at all and that most likely my twins would be born before I would have any help from them.
In summation, do not buy a Chrysler vehicle, don’t entrust this horrible company with your money or more importantly, your safety.
The day my vehicle was titled and licensed the engine light came on and of course this was the day before I was supposed to go on a short trip to Cleveland to visit family. It always happens like that doesn’t it? So to O’Reilly’s I went just to have the codes pulled to see if it was something I could manage myself but unfortunately it was an issue with the hybrid battery heater which is out of my league so I called local dealerships to find out when I could get in and everyone was booked out a week.
My next move was to call Chrysler Cares 1-800-247-9753 to ask if the vehicle was still safe to drive given the code it was pulling. This was March 9th and the first two times I called the customer services reps were unsure, the third time I called out of curiosity about a rental I was notified of a serious recall on my vehicle. Apparently, the 2017-2018 models have randomly been catching fire (see article here) but Chrysler has not yet figured out the cause or the solution. The real kicker, is their statement “In the meantime, owners shouldn’t plug in their vehicles, nor should they park them near structures or other vehicles.” Excuse me…what? The whole point of a plug-in vehicle is to in fact be able to charge the battery. More importantly, having a vehicle that is a potential drivable bomb does not seem safe for me or the public at large.
Once I heard this information, I immediately called Chrysler Cares back to get answers or help because I am 7 months pregnant with twins and need transportation that won’t incinerate me or my family. Can I get a rental? Can I get Chrysler to buy back my vehicle? Can I get information on how to trade it in and not be out extra money due to Chrysler’s mistake? They seem like reasonable questions with simple answers but the level one customer service reps repeat the same line “I’m sorry for the inconvenience but only a case manager can give you that information” Ok that’s fine and understandable, only case managers/supervisors seem to be mythical creatures or they are entirely incompetent.
I was assigned a case manager on Monday 3/14 and said I would hear from them within 1 business day. Tuesday came and went, no phone call as of 1pm so I called in and my manager was in training, her name was Chloe, she would call me back by 8pm. Yeah, that didn’t happen. So I call the next morning on Wednesday and the customer service rep says my case was actually created on Tuesday so I should be hearing back from her today because they have 1 business day to get in touch me. That didn’t happen either. Thursday I call in to speak to any case manager or the manager that oversees these supervisors and they were all busy assisting other customers but I was promised a call back by that evening. Once again, radio silence. Finally, Friday I am at my wits end and call in yet again and this time after spending nearly 20 minutes on the phone with a customer service rep they passed me along to a woman named Juana who seemed genuinely interested in helping me; she said she would bring up my concerns in her meeting Friday afternoon. That’s great however it does not help me at all with the issue that I still have no transportation. So I call back to get back in touch with Juana and she is occupied but I am connected with another level 1 agent who says he can put in the rental request and to call back on Saturday between the business hours of 9am-5pm and I should be able to get everything straightened out.
That brings us to today; I call once again and this time the customer service rep says that case managers and supervisors don’t work on Saturdays so I would have to wait until Monday but if I want a rental all I have to do is go to Enterprise and Chrysler would reimburse me for the cost. I have no patience left, I do not trust this company with reimbursing me for a rental which are very costly at this point, I am done with Chrysler.
1.) Chrysler Cares and it’s team is being either severely mismanaged or is lacking in appropriate training as nearly every single time I have called I have been given misinformation, my case has been mishandled, or I have been given new information that other customer service reps were not privy to.
2.) A car being prone to catch fire and being recalled for over a month with Chrysler not providing their consumers with any sort of options other than to risk their lives and others is completely inappropriate and shows a total lack of concern for public safety.
3.) The Chrysler dealerships I have called within St. Louis County have even expressed that Chrysler Cares and Chrysler itself are not helpful at all and that most likely my twins would be born before I would have any help from them.
In summation, do not buy a Chrysler vehicle, don’t entrust this horrible company with your money or more importantly, your safety.
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