2018 Chrysler Pacifica forward collision avoidance problems

Vehicle was put into reverse and did not stop, it hit a pole. Then the driver tried to put in drive to get it off of the pole and it accelerated quickly and the driver could not stop the vehicle. There was little time to react as it hit the side of a building and airbags deployed. Driver stated that the car accelerated on it's own once it was put into gear.

My new pacifica is equipped for the forward collision warning system. This is one of the big reasons I changed to this exact van. Well, it doesn't work. I have tried to get it to engage, no warnings, no braking, no anything. I have had it in the dealership and they claim they tried it and it worked but the service guy refused to do it again because it wasn't safe. Ummm, isn't that the whole purpose of it? It is set to the farthest distance setting and not working.