About two months ago we took our 2017 Chrysler Pac...

About two months ago we took our 2017 Chrysler Pacifica Limited in because we had SEVERAL issues. Our third row was stuck, the navigation screen would just freeze, our suspension had an issue, and the transmission was having a hard time transitioning from 1st to 2nd gear. It took them a few weeks before we could even get the vehicle in. Once we finally did we were offered a loaner vehicle (which was nice) and when we asked how long it would be there then said maybe a day or two. A week later, after absolutely no updates, we call and find out that parts had to be ordered for the suspension and they were still waiting on them. No one had called us to update or notify us of that. At that point we just told them we really needed our vehicle and we'd come pick it up. They had fixed the third row and navigation screen and TOLD us the transmission issue was fixed. They said they would call us when the suspension parts were in and we could bring the vehicle back then. While driving the van home we learned the transmission HADN'T been fixed. We waited a few weeks and never got any updates on the parts so we called back to find out they had arrived a week or so before. So we scheduled to bring our vehicle back (but the wait was three weeks).

Fast forward to today. I am still waiting on our van. We dropped it off last week and when we did I had STRESSED that we needed it back yesterday because we leave for a road trip to Utah tomorrow. After (again) calling them for updates, we were informed that the part they needed to fix the transmission was on backorder and they had no idea how soon it would arrive, but they did place a rush order on it. After contacting Jonathan again this morning he had their rental manager call me. I explained that we really needed ANY larger vehicle. We are traveling with two young kids so we needed room for a pack n play, stroller, bedrails, suitcases, etc. The rental manager told me that he couldn't lend us one of their rentals because we would be putting too many miles on it, but he could refer me to Hertz. Hertz could give me a discount of $35/day but only WHILE our vehicle was still being serviced. So say if, the part arrived the day after we left, we'd lose that discount for the remained of the 3 week trip. So I confirmed with him that we would now have to pay for a rental out of pocket because this issue hadn't been correctly fixed the first time and he said yes. after looking up rental costs, that would be approximately $1200 out of pocket for us.

So at this point I'm waiting (again) for someone to contact me. At this point I think I might tell them to put the van back together and we will just roll the dice.

The communication at the service center is absolutely HORRIBLE. You have to reach out if you need answers. And expect a looooong wait time just to get an appointment and then a long wait time while it's being serviced. Our other car is a Kia and we've never experienced this kind of lack of communication or wait time with that dealership.

I'm giving one star because Angela was the only person I spoke to who acted sympathetic and was able to get my unanswered calls returned.