Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/18/2025

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased new Jeep Wrangler from Perkins Motors on 5 April 2025. Overall, the purchase experience was seamless. The Sales Team was great/helpful through the sales process. However, during the purchase process, I was led to believe a $699 service (add on) called RECOVR was required, linked to Jeep, and needed to get a discount for my vehicle insurance for theft recovery. However, when RECOVR sent me an activation email, it wasn't from Jeep. The RECOVR service tracks my phone and sell my data to third parties, something clearly not articulated during the purchase process. I have not activated this aftermarket service. Additionally, the theft recovery assistance is already offered by Jeep, at no extra charge, on my new vehicle until 2035 - **************************************************, I believe I was sold a useless aftermarket service, already offered with the purchase of a new Jeep. Essentially, double invoiced for the same thing.Steps to try to get this resolved/maybe get a better understanding of the product I was sold:14 April ********************************************** getting the aftermarket RECOVR wireless device removed / $699 refund. No answer.15 April *************************************************** getting the aftermarket RECOVR wireless device removed / $699 refund. No answer 16 ************* Perkins Motors, spoke with the Internet Sales Manager, and asked that a message be left with the general manager No call back.I like my new jeep Wrangler; however, I believe I was deceptively sold a useless aftermarket product, that offers no additional value than already included in a new jeep purchase. Id like to return the wireless aftermarket RECOVR tracker and be refunded for the $699 service, I believe, was misrepresented to me. Looking forward to your assistance regarding this. Goal is a simple return/refund. Looking forward to being a loyal Perkins Motors customer pending a resolution on this. Thanks ****

  

  Business Response

  Date: 04/22/2025

  We attempted to contact the customer this weekend after being notified of this complaint.  We will attempt to contact the customer again today.  Per the customer's request, we would like to walk through the ************** and the benefits to provide a better understanding of the service.  If at that point the customer will still like to discuss a refund, we are happy to have that conversation.  We would like to note that during the purchase of the vehicle and discussion on Recovr, we did discount the total purchase price of the vehicle in lieu of removing the Recovr device and service.  That said, we are happy to discuss a refund if the customer would still like to.  We do appologize for the dropped communication as the General Manager the customer referenced is no longer employed at the store as of Thursday.

  Customer Answer

  Date: 04/22/2025

   
  Complaint: 23223503
  
  I am rejecting this response because:

  Unfortunately I didnt receive any texts, emails, or calls from Perkins Motors regarding this issue over the weekend or today. 
  Additionally there was no discussion, during the otherwise seamless/great purchase process that the redundant aftermarket  theft recovery service (RECOVR) was added to offset any adjustments to the final purchase price. Finally, I checked my uconnect account again today and my jeep already comes with theft recovery as part of my uconnect subscription until 2035 at no extra charge - screen shot provided in the attachments. Request the aftermarket wireless device be removed as soon as possible by Perkins, (that duplicates a service already provided by jeep), and a refund or store credit for the $699 charge. I really would like move on from this as soon as possible. I really like my new jeep, the sales experience was overall great, I would recommend the sales team, and would buy another jeep from Perkins again; minus RECOVR. After comparing what **** provides with my uconnect subscription vs RECOVR I  Im confident Perkins unfortunately sold me a duplicate service for $699 that adds no value. Happy to stop by any time to get it removed. Thanks Ryan 

  Sincerely,
  
  **** *****

  

  Business Response

  Date: 04/27/2025

  We have communicated with the customer and our issuing a refund. We are cutting a check on Monday and will coordinate with the customer to get them the check and retrieve the Recovr device.

  Customer Answer

  Date: 04/28/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Big thanks to Perkins Motors for getting to a solution regarding this issue. They made it right and I'm completely satisfied with the resolution.
  
  Have a great day, 
  Ryan 

• Initial Complaint

  Date:01/25/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a new truck on October 20, 2024. To this day I cannot drive the truck because the temporary plates expired. I have spoken to them but they have not given me any resolutions. They say that they have already sent everything that the *** in ****** required for me to receive the title and be able to register my truck. This business is a disaster. I speak from my own experience because they sent the paperwork on November 21 2024to ******. A month later, my truck has been parked for more than three months. I rate this dealer zero and on top of everything, I drove that truck from **************** without an emissions inspection because they did not give me any stickers.

  

  Business Response

  Date: 01/27/2025

  Perkins Motors sincerely apologizes for the delay in processing your titling paperwork. We initially submitted the paperwork to the State of ******** in November; however, it was returned with a request for additional information. We promptly corrected the issue and resubmitted the paperwork to your state's DMV on 12/16/2024.
  Please note that all new vehicles we sell are 50-state emissions compliant from the factory. If your state requires an emissions inspection for new vehicle registration, it must be completed in your state, as most states have different regulations and will not accept inspections from other states.
  We understand that your temporary tag expired on 12/20/2024, and we were not aware of the difficulty you encountered in obtaining a New York title and registration. Our finance department will be reaching out to you today to issue a new temporary tag. If you have any questions or concerns, please dont hesitate to contact our ****************** team.
  Thank you for your patience and understanding.
  

• Initial Complaint

  Date:12/13/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We have had to take our truck to Perkins four times for a recall from November 2023 to December 2024 for the rear wheels falling off because of defective wheel studs. And it still has not been repaired right. This is a very danger's failure. This a work truck and we are loosing $ ******* a day for the truck not being available for work. Perkins does not care about the fact that they are hurting our business. This is the second time the wheels came off the first time it happened on the highway at 60 miles per hour. The second time it was at a slower speed of twenty five miles per hour and one of the wheels hit a car and did damage . And Perkins does not think they are responsible for the damage.

  

  Business Response

  Date: 12/16/2024

  
  Thank you for bringing this to our attention, and I am truly sorry to hear about the challenges you've experienced with your truck. I understand how frustrating this situation must be, especially given the safety concerns and the impact on your business.
  To assist us and the manufacturer with their review, we have asked for some details based on time and mileage. The last time we replaced the wheel studs for you was on July 11, 2024, due to a manufacturer recall. At that time, the vehicle had ******* miles. As of December 16, 2024, the truck now has ******* miles,which means it has been driven an additional ****** miles since the replacement. The manufacturer has requested information about standard maintenance and wear-and-tear items that the truck may have undergone during this period.
  In the meantime, *** ****** will be reaching out to discuss the ongoing issues and the specific items requested by the manufacturer, especially since these concerns involve safety and may significantly affect your business. Your safety and the continuity of your operations are very important to us, and we are committed to resolving this as quickly as possible.

   

  Best regards,

  ***** ******

   

  Customer Answer

  Date: 12/16/2024

   
  Complaint: 22683514
  
  I am rejecting this response because: This is a typical corporation  response to get out of paying for what their incompetent mechanic

  has done to our truck.  I am sure you have seen this a million times.  You know how they do things . This is about Perkins Motors in **************** not fixing the

  recall the right way or once again using poor quality parts . This is the fourth time we have had the truck in their shop for a manufacturer recall on defective

  wheel studs.  This is not something we did or we broke.  We have lost revenue for each of these visits and this is unacceptable and truly a poor business plan.

  Perkins is now telling us that corporate  has to do a legal investigation and that will take at least two weeks and we will not get the truck back

  until after the first of the year, or I can pay them $6000.00 and they will fix the truck, and then I can fight with Ram to try to get my money back for their recall.

  They are putting me out of business I can't do this.  We are a small business that has been struggling since the pandemic and they are just adding to the situation

  and making it worse. Not to mention the damage the runaway tire and wheel did to someone else's truck when it hit them. Just one more big company walking all over a small company.  

  Sincerely,
  
  ***** ******

  

  Business Response

  Date: 12/18/2024

  We understand the frustration youre experiencing, and we take these concerns seriously. However, to address the situation effectively, we need to clarify some critical details regarding the maintenance and repair work that has been performed. Specifically, we need to know who installed the new brakes on your vehicle and who removed the wheels and tires to replace the brake system. This information is essential for us to proceed with any further assistance, as it allows us to assess whether the brake installation and related repairs were performed according to manufacturer specifications.
  Without this information, we cannot move forward with a thorough review or determine whether the brake system installation contributed to the issue with the wheel studs. We understand you are in a difficult position, but without clarity on who performed these repairs, we cannot take responsibility for a situation we have not been able to fully investigate.
  Additionally, regarding the recall issue: While we sympathize with the impact this ongoing issue has had on your business, its important to note that the recall process and repairs require compliance with both manufacturer and safety standards. Without clear documentation of the work performed, including who handled the wheel and brake replacements, we cannot guarantee that all necessary steps were followed.
  We strongly urge you to provide the relevant details, including the name of the technician or shop that installed the brakes and performed the wheel removal. Until this information is provided, we cannot proceed with resolving the situation in a manner that ensures proper accountability for the damage caused.
  We understand the urgency of your situation, and once we receive the necessary details, we will prioritize addressing this matter promptly.

  Sincerely,

  ***** ******

   

  
  
  
  
  

  
  

  Customer Answer

  Date: 01/02/2025

  [[BBB TRANSCRIPTION VIA EMAIL 1/2/2024]]

  To whom  it may concern, 
  
  This is all because of your recall. We have brought this truck to you four times for this repair.
  And each time you never did all of the studs . This is just one more example of a big corporation trying to put the blame
  on the little guy.  I have been trucking and towing for fifty years. We do most of our own maintenance and repairs.  
  Both my  son and I are qualified to do so. I attended ************ and my son attended *****************************************************
  We take better care of trucks than a dealer does. All parts are dealer and all specks are from Ram. 
  
  All wheels on all of our trucks are torque checked every week. and if any wheel is ever removed for any reason 
  they are re-torque at that time.  We have replaced the studs that you refused to do as we can not afford to let the truck sit for three
  weeks while you play games with my company.  We both know the game you are playing and so does everyone else. 
  You know we can't afford to have the truck down and you know we can't afford a lawyer to come after you.  This time is the second 
  time the wheels came off and this time they did damage to a parked truck in a parking lot.  
  This is on you and your defective parts.  So it's time for you to step up and take responsibility for all damages.
  
  ***** B ******
  Autocraft Towing and Recovery 

  Customer Answer

  Date: 01/16/2025

  [A default letter is provided here which indicates your acceptance of Mediation. If you wish, you may update it before sending it.]

  Better Business Bureau:

  I have not received any thing back from Perkins Motors after I responded the first time they are just blowing me off. 

  ***** ******

  

  Business Response

  Date: 01/23/2025

  Better Business Bureau:

  I would like to reject the offer of Mediation for complaint ID ********.

  This complaint was closed by the BBB on 12/22/2024 due to the consumer's lack of response and failure to provide the requested documentation. As mentioned in our previous responses, we have never received the documentation from the consumer that the manufacturer requested.

   

  Thank you.

  Customer Answer

  Date: 01/28/2025

  What clarification are they talking about I need more information to be able to respond . You know as well as I do what they are doing here. 

  The same thing all guilty corporations do to push the poor business practices of on us little guys . I don't understand what they want everything has been laid out in past emails.

  ***** B ******

  

  Business Response

  Date: 02/13/2025

  This complaint was closed by the BBB on 12/22/2024 due to the consumers lack of response and failure to provide the requested documentation. As noted in our previous communications, we have not received the documentation from the consumer that the manufacturer requested.
  We replaced the wheel studs in July 2024 and December 2024 as part of a manufacturers recall. At the time of the July repair, your truck had ******* miles, and in December, it had ******* miles, meaning the vehicle was driven an additional ****** miles between replacements. Additionally, the vehicle underwent other work during this period, and the manufacturer has requested documentation related to those services.
  Please note, a recall is issued by the manufacturer and must be performed at a certified dealership. The vehicle owner receives confirmation paperwork once the repairs are completed. Also, there is no cost to the consumer for these services.
  We have requested the following documentation from you, as per the manufacturers requirements, but have yet to receive it:

  
  1. Documentation showing who installed the new brakes and who removed the wheels and tires during the brake system replacement.
  2. The name of the technician or shop that installed the brakes and performed the wheel removal.
  3. Documentation related to tire replacement and/or tire rotations.

  
  Once we receive the requested documentation, we will forward it to the manufacturer. Until then, we consider this matter closed.

• Initial Complaint

  Date:10/09/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  9/14/24, brought my 2018 Jeep Grand Cherokee to Perkins Motors for an oil change. Service writer said motor mounts were leaking & needed to be ***laced. Showed me ****************** stated Jeep should be brought in before the first of the year. Neither service writer or technician reviewed any other part of the inspection with me. On 10/3/24, I was unable to start my car and had it towed. Mechanic's diagnostic indicated a cylinder and found coolant in the cylinder. He noticed weep hole in the water pump had been leaking for some time. ***************** was completely dry. Found dried coolant that leaked on the engine. The coolant leaked completely over time causing engine to overheat and ultimately led to complete engine failure.The mechanic asked when the last time was that my car had been in for a service. He asked if a low level of coolant was noted. Upon review of my paperwork from Perkins on 9/14, the coolant had a yellow indicator that meant, "May Require Attention." The mechanic shared with me that coolant is a semi-permanent fixture in a car and that a low amount of coolant in a car with a low number of miles such as my Jeep should have been a red flag. Additionally, my Jeep had a check engine light on at the time of service. This was also not addressed anywhere in the service notes and was not discussed with me. At the service appointment on 9/14, I was not notified directly about the low coolant in my Jeep. Neither the service writer or mechanic brought this to my attention nor explained to me that a diagnostic should be run immediately to determine the cause. It was also not explained to me that a coolant leak left unaddressed could have catastrophic consequences. Due to Perkins Motor ******************** negligence, my Jeep's engine overheated when I attempted to start it on 10/3 and is now completely destroyed.I emailed Perkins 10/7. Reply from *** who would forward to service. No contact. Followed up email 10/8 requesting ***ly. No ***ly.

  

  Business Response

  Date: 10/11/2024

  Dear Lauren Major,
  Thank you for reaching out to us regarding your experience with your Jeep Grand Cherokee. We genuinely value our customers and strive to provide transparent and enjoyable service.
  I’m sorry to hear about the issues you’re facing with your vehicle. During your last service visit, we recommended a coolant flush and inspection, which was declined. This step is crucial for identifying potential issues within the cooling system. Additionally, we have no record of the check engine light being on at that time. Typically, symptoms like smoke or overheating would also be indicated by the temperature gauge.
  While we cannot take responsibility for repairs that could have been identified during the recommended service, we do want to assist you. To that end, we would like to offer you a complimentary diagnosis of your vehicle. Should you choose to return, we can also provide you with a significant discount on any necessary repairs.
  We appreciate your understanding and hope to have the opportunity to resolve this matter for you. Please let us know how you would like to proceed.

   

  
  Thank you,
  Randy Martin
  General Manager
  Perkins Motors

  Customer Answer

  Date: 10/31/2024

   
  Complaint: 22402394
  
  I am rejecting this response because: I am very disappointed in this response.  To be clear, a coolant flush and inspection was never recommended.  The only service that was recommended and documented on the service receipt was that the motor mounts be replaced as they were leaking, and I scheduled that repair for December. There is no documentation of any other recommendations nor of my declining services.  The service writer neglected to record that the check engine light was on. She explained that indicator light was related to the issue with the motor mounts and would resolve once the work was completed.  As I said, I scheduled the only service that was recommended.
  As I stated, I am a working, single mother of a child with medical needs. I had no choice but to purchase a new vehicle as I did not receive a response from Perkins and could not anticipate a timeline or given solution. As repair is no longer a viable option for a resolution, I would appreciate a response to my original email so that a different form of resolution can be reached.  I have been required to purchase a new vehicle, so a complimentary diagnosis is not required.  Please contact me as soon as possible so I can decide where to go from here. My email address is ****************** Thank you.  
   
  Sincerely,
  
  ****** Major

  

  Business Response

  Date: 11/04/2024

  Dear Customer,

  
  I would like to address the recent complaint we received in October 2024.

  
  The original complaint was submitted on October 9, 2024. We promptly provided a response and resolution on October 11, 2024. The Better Business Bureau (BBB) subsequently closed the case on October 18, 2024, as we did not receive any further communication from you regarding our proposed resolution.

  
  Given the lack of response, we believe this matter is considered resolved.We stand by our response from October 11, 2024.
  Thank you for your attention to this matter.

  
  Best regards,

  
  ***** ******
  General Manager
  Perkins Motors

  Customer Answer

  Date: 11/04/2024

   
  Complaint: 22402394
  
  I am rejecting this response because: Perkins Motors refuses to contact me directly to resolve this issue. My next step will be filing in small claims court. 
  
  Sincerely,
  
  ****** Major

• Initial Complaint

  Date:02/05/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a 2018 Dodge Durango with ******* mi on it. We paid $26,000 for it and an extra $6000 for an extended warranty that is for powertrain. There were no issues buying the car. However, I did ask to test drive a different Durango that they had on the lot and many excuses were given. I decided to test drive the Durango that we bought and decided that it was going to work for our family. I went through the inspection and carfax with the salesman and we did several look throughs on the car. Within a week I had already started to have issues. I noticed that the antifreeze was disappearing very quickly. The computer on the car would tell me that the engine was getting warm and I would turn it off and put more antifreeze in it. I did this for about 3 weeks before taking it to a mechanic. This mechanic did a pressure test and could not find a place that it was leaking. I drove it for about another month before taking it to another mechanic where they also did several tests and did not find an issue. It was at this time that I took my vehicle back to Perkins and they were very unhelpful and did not do any diagnostic tests on the car. I do have more to say about that but do not have enough characters to go through it. I took my car to a Dodge certified dealership to get repairs done with our extended warranty. It was at this time that they discovered the engine to be badly damaged. They also found that there are transmission issues due to this as well as water pump failure and a faulty radiator that they determined was at cause. The total for these repairs is estimated without the transmission to be ******. With the transmission. They believe it will be around ******. The warranty will not pay for the issue because they do not cover the radiator as a powertrain issue. I called the dealership and tried to have a discussion with them and they are less than helpful. They will not talk to me because my husband is on the loan and they only want to talk to a man.

  

  Business Response

  Date: 02/07/2024

  Since this complaint was posted we have been in conversation with the customer and are coordinating getting the vehicle to our shop so we can fully evaluate what is going on with it and work together on a resolution.  Unfortunately we have not been able to see it and we did a poor job previously in working with the customer to get the vehicle in. 

• Initial Complaint

  Date:09/26/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Our 2013 Jeep Compass with apparent transmission issues has been in this shop for over two months. Involved in the process are; the extended warranty company, parts supplier, and Perkins Motors Repair. None of these people are doing anything near a decent job. As usual, each entity is blaming the other. The worst is definitely Perkins Motors. Complete and total lack of communication with any of us. The parts supplier has informed me they tested the second transmission from the vehicle and found nothing wrong. Yet Perkins, when I can finally contact them, claims they've heard nothing. I've called the service adviser 15 times throughout this with no answer or call back. The times I do get ahold of him are when I have the operator chase him down. The service advisor simply refuses to initiate any contact with the other parties for updates or guidance. After repeated pleas to keep me informed of progress, or even lack of progress, I still continue to hear nothing or have any of my calls returned. I realize this is warranty work but I'm simply confused as to why this business feels we are ok going months at a time with seemingly no solution or progress on their part to work toward resolving this. I realize there are many factors involved here, but I believe that as Perkins has possession of the vehicle, they should be coordinating with the other agencies and keeping us informed. None of that is happening.

  

  Business Response

  Date: 10/02/2023

  We have been working diligently to get this vehicle repaired, but we have to work through the customer's Service Contract ******************** and the transmission supplier they selected.  There have been issues with the two transmissions that they have sent and the supplier and Service Contract company were working through a resolution last week.  They finally approved a different transmission at the end of the week and it is scheduled to be delivered to us by the end of today.  We have been in communication with the customer by text message periodically, and are reaching out to him today by text and phone now that we have an update on the tracking information.

• Initial Complaint

  Date:09/12/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a 2017 Ram pickup on August 31, 2023. There was promises and comments made during the sale that were proven to be untrue. Promises: another key fob, not given to me yet; mudflaps, not given to me yet; Stowing bolt and wing nut for ***** not given to me yet. The following is my biggest complaint. In reviewing the truck for a possible purchase, the Car-fax report showed extensive past damage on most surfaces. Both salesmen, *** and *******, told me the damage was from hail, stating they were 100% (*******) and 110% (***) sure. I believed them. Two days ago I saw a s**** with a washer sitting on the ground, under the right passenger tire. I investigated further and saw that both wheel well liners (driver and passenger front) were torn up and re-installed by someone in a shoddy way, I guess to try to get them out of sight. But on both sides the damaged wheel well liners were falling below the bottom of the fender, and were exposed. I looked farther and saw that both sides of the plastic bumper were cracked. It appeared that the cracks were touched up with paint to hide them. I showed the cracks to several people that confirmed the paint touch up. I believe that these cracks opened up from the vibration while driving, exposing them. Then I noticed two odd things: the front grill holder (a black cross) was brand new, while the grill and logo were older. I also noticed what looked like dried glue of some kind holding one of the fake plastic black intake holes in the hood. Please see photos.The truck was in a possibly minor front collision. If I knew, I would not have bought the truck. I would like a new or properly repaired bumper (it is my understanding that plastic bumper cracks cannot be repaired, but must be replaced) , new wheel well covers, remaining **** parts, key fob, mud flaps installed. I then would like to personally see the vehicle up on a lift, so I can be sure that there is no more unseen damage.

  

  Business Response

  Date: 09/13/2023

  We have been and continue to be in active communication with the customer.  We offered to purchase the vehicle back from the customer and he has agreed to that resolution.

  Customer Answer

  Date: 09/13/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  In fact, I am very happy with the resolution. This 

  solution goes beyond an average company and shows that the *** at Perkins is first rate. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:09/05/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchase a used vehicle on December 2nd 2021, a 2018 Jeep Wrangler. Paid $4,000 + for the extended warranty through Perkins Motors. I had a stability control light come on my dashboard that needed service. I scheduled service which is a month out so I was able to bring it in on Monday 8/28. They have had my vehicle since then. They are stating that I have after market parts that are not covered under my warranty. I purchased the vehicle from them with these parts. I would have never purchased the vehicle knowing that all repairs were not covered. With my warranty plan the sales and finance stated that everything is covered except normal wear and tear items for a $100 deductible. Now the sales manager states that if I pay $1,400 out of pocket then going forward the repairs will be covered. It's frustrating having to go through this with them admitting fault with changing computer systems, and changing how they go over there service contracts on an ipad now instead of a glass window displayed computer.

  

  Business Response

  Date: 09/08/2023

  The customer is correct that with the current service volume we are approximately 30 to 45 days out for booking.  **** did buy a pre-owned vehicle with aftermarket lift components.   After inspection last week, it was discovered that an aftermarket part caused component failures.  The customer was informed thr service contract company declined repair and that repair was going to cost $1849. Perkins offered at that time to cover the diagnosis and reduce the repair cost to $1400. The customer agreed to the $1400 and shook the sales manager's hand and the parts were ordered the same day. Later that day, the customer called the service manager, and asked for the vehicle to be returned without being repaired. The vehicle was returned, and the customer was not charged for anything  
  To help remedy this concern Perkins will offer to complete the repair at $1000.
  
  
  
  
  
  
  

  Customer Answer

  Date: 09/11/2023

   
  Complaint: 20553081
  
  I am rejecting this response because:  When I purchased this vehicle I was not aware that aftermarket parts were in this vehicle.  I was aware the Jeep had a lift kit and oversized tires that were not stock.  I would have never purchased this vehicle in the first place knowing that all repairs would not be covered under the 3rd party insurance they offered from ******. I was informed all repairs except for wear and tear items, batteries, etc were not going to be covered.  The vehicle was sold to me like this, it's not like I went in after that fact and placed these parts on myself.  They should have honored the $100 deductible I was required to pay.  The general sales manager ********************* was aware of the shadiness of their sales staff as he stated to me he came back to up their reputation from previous sales works that were there.  Also the service manager ******************* stated that they failed to disclose to ****** the 3rd party warranty, that there were after market parts on this vehicle.  Once again, If I would have known this I would have not purchased this vehicle in the first place and would have pursued another. 
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 09/15/2023

  I appreciate the response, and as I look further into everything, I am not seeing that an acknowledgement in the original paperwork from you indicating you understand it has an aftermarket lift and accessories.  Though the service contract states that it will not cover damage caused by the failure of an aftermarket part, we will honor what you thought would be a $100 deductible for the repair and we will complete the repair for the $100. 

  Customer Answer

  Date: 09/19/2023

   
  Complaint: 20553081
  
  I am rejecting this response because:  I could not drive the Jeep anymore with the condition it was in.  I paid $602.20 to have the gear box repaired and an alignment.  Please see the attachment.  I do want the *** Jeep parts so if it does break again it will be covered.  This is going on almost 2 months now of having to schedule an appointment and going back and forth with your team there.

  Are you willing to honor the $100 deductible and replace the parts with *** Jeep parts and reimburse me for what I had to pay to fix it?  This has become more of a headache than anything.  If this was honored since day one we would have been past this by now.
  
  Sincerely,
  
  ***********************

  Customer Answer

  Date: 09/26/2023

  Better Business Bureau:

  I would like to reject the offer of Mediation for complaint ID ********.  I talked to the owner of Perkins motors and they have agreed to repair my vehicle and reimburse me $502.20 and they will keep $100 for the repair deductible out of the $602.20

  Regards,

  ***********************

• Initial Complaint

  Date:03/27/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am absolutely disgusted by the poor service I received at this dealership. My 2011 Jeep Grand Cherokee Overland 5.7 Hemi broke down and left me stranded in freezing temperatures while I was working. I discovered a fuel pump relay repair was done 10 months prior. I contacted Perkin Motors, and ****** offered me an appointment for the next day at 7 AM. I felt I could trust the dealership, but I was wrong. I had an appointment for a recall repair diagnostic, but I was not seen on the day of my appointment, and it took them two days to begin diagnosing my vehicle. The excuse given for not calling me was that my mailbox was full, but I was in contact with them through text messages on all other days. On the second day, I went to the dealership and saw the technician working on my vehicle in the parking lot with a jump box and starting fluid and was working by the fuse box. They never brought my vehicle into the service bay, and when I called to get a status update I was informed that it was a fuel pump issue and had nothing to do with the recall. They never tested anything to know this and i believe put a new relay in because its not the same one i dropped it off with to avoid paying the cost of the fuel pump repair. I was not going to pay the $175 diagnostic fee for one hour when they never brought my vehicle into **************** and only worked on it for 15 minutes in the parking lot no different than we could have done. I also had to pay for a rental car for 5 days due to their delays. I am disappointed in the quality of service I received from them as they failed to do a full diagnostic and left my vehicle sitting in the same place, towed, with no further progress. I was told the keys were in sales and there was no charge. My dad and brother get to the jeep and it starts right up after not starting for days. Interesting. They also put a fuel pump in, in the parking lot so the vehicle was operable since the dealership left it sitting like trash. They are frauds!

  

  Business Response

  Date: 03/30/2023

   Please see the attached response and service ticket.

  Customer Answer

  Date: 04/28/2023

  Lindsay ****

   

  I have read your response to the complaint I filed with the Better Business Bureau, and I am extremely dissatisfied with it. First of all, please help me to understand exactly what you mean when you state, " I feel we have been very intentional with trying to take care of the customer and the issue." You did nothing for me, lied, cheated, never brought my vehicle into a service bay, performed shotty diagnostics in the parking lot without the proper equipment and tools, and sprayed ether into my engine now causing it to have major issues. I am beside myself. Your response does not address any of the specific issues I raised and seems to be an attempt to deflect responsibility for your poor service and seems dismissive and fails to address each of these very serious concerns.

  I expressed disappointment regarding the poor quality of service I received from your dealership. I also mentioned being left stranded in an unsafe part of **************** with no heat, and that I had to sleep in my car that night that did not turn on which means the heat did not either. When I woke up from barely sleeping it was 14 degrees inside my vehicle, my body was frozen, it was horrible. This was a highly distressing experience, and your response failed to acknowledge the gravity of the situation. Not once was my safety in the vehicle that they sell to consumers every single day ever considered or acknowledged.

  You begin the response by immediately blaming the customer for the vehicle completely stalling as I was going 45 miles an hour down ****** Avenue at 10:00 PM while working for a local delivery company and right in the middle of a delivery. You immediately state the first thing noticed was the battery and the terminals being loose, but never explained my responses to the dealership about the battery multiple times. Facts are facts the battery can be forgotten because it had nothing to do with the failure of the fuel pump relay and I believe that I have explained in detail multiple times about the battery that again is irrelevant to the relay failure. Unfortunately, I saw the technician with what looked to be a new relay in his hand and watched him in that area of my vehicle. It doesn't take a rocket scientist to put together what took place here.

  The response also once again blamed the customer for the delays suggesting that the 1-time ****** attempted to call me almost 6 hours after my appt time my mailbox was full and I couldn't leave a message. I called the service department 3 hours before the scheduled closing time and got her on the phone immediately as I was inquiring about the status of my vehicle. It was also explained to ****** the reason for the missed communication via cell phone and she stated it was not a problem it happens to her all the time and she wished our cell phones would let us know when our mailboxes are full to prevent people from missing important voicemails. It was ok then but not ok after I complained about your service department's unprofessional service.

  I also mentioned that I had to wait for almost three weeks to get an appointment and that I only got one because there was a cancellation at it was offered to me by the service department employee ***** at the dealership. After being advised that I could have my vehicle towed that same evening by ***** for the appt the next morning on 03/14/2023 at 7:00 AM I immediately scheduled for the tow and had the vehicle to Perkins within the hour. Despite this, your dealership failed to provide me with prompt service, and it took two days to even begin diagnosing my vehicle. This delay is unacceptable, and your response fails to address this issue. I also have the recorded audio call for this conversation. This caused me to incur additional rental car expenses that I would not have had to pay if your dealership had kept the appointment that they scheduled and performed the diagnostic in the service area bay by a technician at 7:00 AM.

  Your response does not acknowledge the fact that your technician was caught on video performing the diagnostic in the parking lot rather than in the service area, as I was led to believe by your office staff. This is a clear violation of your own policies and is indicative of the lack of professionalism that I experienced throughout my time dealing with your dealership. I also have the video recording of this as well as an audio-recorded 9-minute conversation I had with my father while sitting in the dealership parking lot watching the diagnostic take place. This is a significant breach of trust, and your response fails to acknowledge this breach of professionalism.

  Your response does not address my request for compensation for the rental car and fuel pump that I had to pay for as a result of your dealership's negligence, delays, and dishonest business practices. I am adamantly seeking compensation for these expenses, and I expect your dealership to take responsibility for its actions and reimburse me for these costs.

  Your response does not address that when my husband contacted ****** to get the diagnosis status, she was not very kind to him stating the recall repair was the only thing looked at and the dealership is not responsible for any other type of diagnosis as to why the vehicle won't start. It also doesn't address that when my husband asked why the technician sprayed starting fluid in the air intake Mikylas response was, I was not aware that they did that and don't believe they did. I saw it with my own eyes and it's in the document that the dealership attached to the BBB complaint response. Again, reading the document in the response was the first time I was made aware of the fuel pump fuse blowing regardless of asking Mikyla this very question via text message. I have attached the text message correspondence. This diagnosis was never told to me. When my husband asked to speak to the technician or someone who was more experienced with the actual diagnostic, he was told he was not allowed to speak to the technician or anyone else and their decision was final.

  Your response also does not address the fact that it took nearly 3 days to do the diagnostic in the parking lot that was scheduled 3 days prior at 7 AM, yet when the 20-minute parking lot diagnostic was completed, I was made aware that the fuel pump needed to be replaced at my expense and it could, in fact, be done within hours the very next morning for over $1500. That goes right along with the rest of the unethical and unprofessionalism of the service department and gives much insight into what the dealership really cares about. It's not the customers that is a fact.

  To add insult to injury, in your response from ******, she had the audacity to suggest that the diagnostic charge was waived in an effort to not argue with me, specifically quoted from the response, and rather than fighting or arguing about it since ******* had done the diagnosis, I told her there would be no charge. Would any of you pay for a diagnostic after watching it from the parking lot as the diagnosis was conducted without any tools or equipment and without your vehicle being taken into a service bay? In fact, the diagnosis was carried out in the parking lot with no other tools or equipment than those that were already in the hands of the technician such as the jump box.

  I have video evidence of this incident and I am appalled by the lack of professionalism and disregard for my time and money I trusted your dealership to provide me with quality service and support for my vehicle, yet instead, I was treated with utter disrespect and incompetence and talked down to in the response as if I was an idiot.

  It is unacceptable that a customer would be charged for a diagnostic test that was not carried out with the necessary equipment or in a proper environment, that is a fact.

  I demand that the dealership take responsibility for this situation and provide appropriate compensation for my wasted time and the improper diagnostic performed on my vehicle.

  Yet again another lack of regard for the customer and a lie to cover the dealership of any fault regardless of how it made the customer look or feel, your response from ****** states that I still had her preauthorize ******** charge, but also let her know that the vehicle is ******** and that inhibits our ability to warranty items. That is a complete lie, she never once said anything about the vehicle being ******** and that inhibiting the dealership's ability to warranty items. Fortunately, again I have this audio-recorded conversation that will prove this statement to be 100% dishonest and another way to prevent the dealership from taking any responsibility for the failed fuel pump relay and blaming the customer for any wrongdoing.

  Due to the lack of any regard for me as a person and customer and protection of my safety and my vehicle and the treatment I received from the dealership including the unethical and dishonest business practices of the employees and the response that mimics my same experience with the dealership, I believe that I have proved my complaint is legitimate and truthful and that I am 100% entitled to full compensation. I expect your dealership to take appropriate action to address the issues and compensate me within 24 hours. I do plan to continue to escalate this with the next highest chain of command and if you fail to address this matter to my satisfaction, I will take even further action, including reporting this incident to the relevant regulatory authorities and posting negative reviews of your dealership online.

  I am beside myself and cannot believe that the dealership honestly is ok with this disgusting treatment towards a customer who had a 100% different view of dealerships until my experience with Perkin Motors. I honestly will never in my lifetime take my vehicle to any dealership again after this. I am thoroughly disgusted more so that these are the professionals we have run these types of businesses we put all our trust in which are our lives and the lives of our loved ones.

  To add to this complaint, I brought my vehicle in for a diagnosis and repair, only to have it returned to me in a significantly worse condition due to the negligence of your technicians. This major complaint again, you denied first on the phone to my husband but again didn't even address in your response.

  Unfortunately, I now have to report damage done to my vehicle due to the technician's negligence.

  During the time I sat and watched the technician(s) in your service department, it became apparent that the technicians sprayed starting fluid into my intake, causing major damage to my vehicle. As a result of this, my husband and I questioned multiple times about ***** being sprayed into my intake/throttle body, which is actually listed as one of the attempts to get the vehicle to start on the document you sent with your response because it is a HUGE LIABILITY now on the dealership. I even know you are not supposed to use Ether on any vehicle. The tow truck driver who rescued me from the freezing temperatures had a conversation with me about how his company has a strict policy about the use of Ether on any vehicle. It is not allowed at any time no matter what! The dealership that you trust to be the professionals to take care of your vehicle are then the ones who actually do it and in fact, end up causing damage to the vehicle that it did not have before it was towed to the dealership. My vehicle is leaking oil and has had a very rough idle and other issues since this was done to it. I am just beside myself.

  Spraying ether (also known as starting fluid) directly into the intake tube or throttle body of a vehicle can cause significant damage, particularly to newer vehicles with fuel injection systems. This is because ether is not designed to be used in fuel injection systems, and its high volatility can cause a range of problems.

  Firstly, ether is highly flammable, and spraying it directly into the intake tube or throttle body can result in a backfire, which can cause serious engine damage. Additionally, the use of ether can lead to the buildup of excess carbon deposits on the spark plugs, which can eventually lead to misfires, rough idling, and even engine stalling.

  Furthermore, ether can cause damage to the engine's oil system. This is because ether has low lubricity, and when it is sprayed directly into the intake tube or throttle body, it can wash away the oil film that lubricates the engine's moving parts. Over time, this can cause increased wear on the engine, leading to oil leaks and other damage.

  In summary, using ether to start a vehicle is not recommended and never recommended by the Chrysler Manufacturer, and should never be used under any circumstances, especially at a dealership.

  I have recorded conversations of every communication effort made between myself and the service department and have a video recording of the diagnostic and replacement of the relay, and spraying of Ether into my intake by your service department professionals taken from my phone as I sat and watched it all with my own eyes.

  Despite my repeated requests for an explanation and remedy, your representative, Mikyla, showed a lack of concern and offered no resolution, stating that the diagnostic charge had been waived and that the dealership owed me no further compensation. This lack of accountability is unacceptable, given the severity of the damage caused to my vehicle by the negligence of your technicians.

  The technician also didn't tell me that the fuel pump fuse kept blowing or was blown. That was never mentioned at all. That itself is right in line with the fuel pump relay going bad.

  The fuel pump relay is responsible for controlling the power to the fuel pump, and if it goes bad, it can cause too much amperage to flow through the circuit, which can blow the fuel pump fuse. That would mean that the relay was responsible for the fuel pump fuses blowing which then caused the fuel pump to malfunction. The fuel pump was never pressure tested by the technician to see if it delivered the correct pressure.

  The fuel pump relay is the electronic component found on all vehicles with an internal combustion engine. To relay means to receive and pass on. Whenever the ignition is turned on, the fuel pump relay will supply or pass on a consistent voltage to the fuel pump. Therefore, problems with the fuel pump relay will result in the fuel pump malfunction, which in turn will cause stalling and start-up issues.

  A common symptom of a faulty fuel pump relay is an engine that just refuses to start, even though the engine may still crank when the key is turned since there is no power supplied to the fuel pump. Engine stalls and loss of power are the 2 main symptoms of a faulty fuel pump relay. I know for a fact that the relay was replaced by the technician as I saw it in his hand. This was not mentioned and was done to avoid responsibility for repairs.

  I plan to include the damage caused to my vehicle for the negligence of the technicians, along with the audio and video recording evidence, in my efforts to take this complaint to the next higher chain of command and the manufacturer. It is clear that your dealership is set in its decision to drop this on the customer and take no responsibility.

  It is disheartening that I am forced to take such action after entrusting my vehicle to your dealership. It never had any problems before it was brought to Perkins Motors, and I expected to receive professional service and expert care for my vehicle.

  Im sorry that the dealership was so negligent with my vehicle as it has caused some major damage, I expect immediate action to remedy this situation, including providing compensation for the major damage. I hope that you will take this matter seriously and take appropriate steps to ensure that this compensation is paid within 24 hours as I cannot afford to miss any more work for a vehicle that is damaged.

  Chrysler will have all the information should you have any questions, I am letting them take this over as your negligence and unprofessionalism, and dishonesty thus far including the very unprofessional response to my complaint has proved your position in this matter.

  The poor service I received from the dealership has had a significant impact on my well-being, as well as causing me financial strain. The experience of being stranded in an unsafe part of **************** with no heat and having to sleep in my car in freezing temperatures was traumatic, and the dealership's failure to acknowledge the seriousness of the situation only compounds the distress. Additionally, the delay in diagnosing my vehicle, as well as the dealership's unprofessionalism, led to increased expenses for rental cars and other expenses that I should not have had to pay for. The dealership's failure to address these concerns and take responsibility for its actions has likely caused me major financial issues, a vehicle that now has major problems due to the negligence of the technician using lots of ether in my engine. I am disgusted and disappointed and now need the damage compensated before I file a lawsuit.

  To summarize my final request, I am asking for you to reimburse me for all my rental car fees, fuel pump replacement labor on my own, and fuel pump due to the relay repair going bad again and the dealership not doing a diagnostic in the parking lot with a jump box can of ether and a new hidden relay to avoid responsibility.

  Also, I am asking for compensation for the internal damage done to my vehicle due to the negligence of the technician spraying tons of ether into my engine, which I watched with my own eyes and which he listed in the service invoice. It's possible I need a new engine now. I never had these problems prior. Chrysler manufacturer specifically states against the use of ether and the technician did it anyway and they are responsible for all the damage done. 

    could not include any more documents for some reason below as evidence but I have text messages and audio evidence and video of the technician in the parking lot. I will have those available upon request.

  I look forward to your prompt response on this matter. 

  ***********************

  
  
  

  
  Complaint: 19853718
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 05/01/2023

  Please see attached response and offer to the customer.

  Customer Answer

  Date: 05/01/2023

   
  Complaint: 19853718
  
  I am rejecting this response because: Please see attached documents
  
  Sincerely,
  
  ***********************

  Customer Answer

  Date: 05/04/2023

  Better Business Bureau:

  I would like to reject the offer of Mediation for complaint ID ********. ********************** is not about to admit any fault here and has actually lied multiple times. Any responses received have been lies and they are stepping all over their own words its actually very unprofessional and very wrong. They have done nothing for me as the customer from the time I brought my vehicle to them until now when there is worse damage. $100 is offending to say the least and completely unnacceptable.   They did not "allow" my family members to change a fuel pump in their parking lot so that we could avoid paying a tow bill. That is the most foolish statement along with statement that I was informed about no warranty because my vehicle is from ******, that also never was told to me along with many other lies that have been told. It just goes to show how dishonest they really are and the lengths they will go to, to avoid taking any responsibility for their unprofessionalism and negligence. March 19th, when my family changed the fuel pump in Perkins Motors parking lot, it was a Sunday and no one works at the dealership on Sundays and no one was there that spoke to us at all. So please, enough with the lies you did not do anything for us once again because you were NOT EVEN THERE.  And to demean my financial status by stating you did this to help us not pay a tow bill speaks again to your unprofessionalism. You also have made statements that you are allowed to do the things that my owners ****** clearly states, WARNING, NEVER do the exact things you did, and you call yourself a dealership? No thank you, I will kindly refuse the offer. I will not mediate with anyone who is dishonest and will not be there with the intention of coming to any agreement other than their own. Thanks, but no thanks, I will continue on with my complaint to the next highest chain in command.

  Regards,

  ***********************

• Initial Complaint

  Date:02/16/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  March 6th went in to purchase **** Escape, finance guy left out information and told us extended warranty was only $13 more a month. Gave him $8,000 cash to put towards payment. Left dealership, got new car on interstate and immediately here rattling. Had to take it back 2 separate times to get it fixed. I go to make first payment and see that I owe $12,000 on a loan. I was told the car was between $12-$13,000. I put $8,000 so I didn't understand why I owed so much. When I called and ask the fiance guy what that was about he said nothing was wrong and thats what i signed for. I had a screaming 15 month old in his office and i believe he took advantage of that and never really gave us an exact amount so that we would just keep signing. Fast forward to the beginning of 2022, car starts making noises and perkins tells me they dont deal with **** and to take it to **** dealership to get it looked at. Soonest they can get me in is August 3rd. I bring it in and it continues to have problem after problem. Everytime i pick it up something new is falling apart and i need to return it to the shop within a few weeks of picking it up. Problems it has had are things like new clutches, broken axles, replace sensors, purge valves many many more things but most recently, a new transmission. Today is February 13, 2023, i've had the car in my possession for maybe 2 weeks and i need to take it back AGAIN because its having the same major issues. throughout these months of it being in the shop I've been trying to get in touch with management at perkins regarding them selling me a vehicle that had more damage repairs needed then what is was worth. *** had one manager contact me and spoke to me like i was an idiot saying that from what he has on paper the car looks fine. The girl who sold me the car call and say im lucky to have the warranty ( the warranty that i wasnt given all the information on )but now no one will call me back.

  

  Business Response

  Date: 02/21/2023

  The customer reached out to us 14 days ago by way of phone call to our customer service manager, *************************.   ***** assured the customer that someone reach back out to them same day.    ******, the salesperson was the first person to reach out to the customer.  The sales manager was supposed to call the customer back the following Monday. This activity got missed, until the complaint came through from the BBB. 
  
  Issue: The customer purchased a vehicle from ********************** in March 2021. The vehicle that was purchased was a 2017 **** escape. At the time of sale, the vehicle had ****** miles on it (current ****** miles). Customer also had additional warranties added to the vehicle.  According to the customer's own admission, the vehicle started acting up almost a year after purchase.  The customer is frustrated with the amount of time the vehicle has been in the shop (****).   
  
  Resolution: Since Tuesday, February 14, we've been in contact with the customer three times. All three phone calls have been made by our general sales manager, *********************.  
  The first phone call was to find out the current status of the vehicle and persisting issues. 
  The second phone call was to discuss the potential options.  
  Option one we offered to purchase the vehicle back for fair market value.  
  Second option Perkins offered to allow her to trade the vehicle into another dealership and buy the vehicle back from that dealership (maximizing tax credits). 
  The Third option was to locate or buy another car satisfactory to the customer and trade her out of the unit that she's driving.  
  The customer called in and had questions of a possible cancellation of the extended warranty.  The third call back from **** customer was informed an additional balance on the warranty could be refunded.  
  We have also had a text message and an email since last Tuesday.  
  We have offered multiple resolutions to the problem and are waiting to hear back as to which direction she would like to go.