ComplaintsforPerkins Motors

• Initial Complaint

  02/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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

  09/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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

  09/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  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

  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 response

  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

  09/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  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

  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 response

  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

  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 response

  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 response

  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

  03/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  03/30/2023

   Please see the attached response and service ticket.

  Customer response

  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

  05/01/2023

  Please see attached response and offer to the customer.

  Customer response

  05/01/2023

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

  Customer response

  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

  02/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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.

• Initial Complaint

  02/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Update to previous complaint. After 11 weeks they replaced my instrument cluster at the tune of $2200. 3 days later problem was back. Dropped it if on Saturday and Monday I received a call that my wheels had been stolen. While they did replace wheels and tires(rear) the tires do not match the front tires. Then they found the original problem was a connector to the instrument cluster which I told them in the beginning. That was $512. Seems to me they dont care if they are wrong or how much it cost the customer. This is not right!!!. Will be a cold day in h*** before I use them again. Customer service is non existent. I dont know how they get away with this but I have spoken to my attorney. I will update when I know more.

  

  Business response

  02/08/2023

  The customer's vehicle was in our service department for repair to an instrument cluster that was working incorrectly. Following the manufacturers recommended diagnosis procedure, the instrument cluster was deemed the failure in the system. The customer's service contract ********************** agreed to the repair and gave us approval to begin. After we installed the new instrument cluster, the customer had the same failure happen a couple of days later. While in for repair the second time, two thieves in a white *** pickup pulled into our lot at 2:00 am on Monday morning and jacked up the back of his truck and stole the rear wheels. The process took approximately 3 minutes. Upon our discovery of the theft, we informed **************** that we were rectifying the situation. We had new matching wheels and tires as to what was installed on the front of his *** pickup installed the same day with our sincerest apologies. The tires were ****** Discovery A/Ts. His front tires were in such good shape, that the wear on them was deemed not necessary to replace all 4 tires. They were worn approximately 2/32 from new. This is within manufacturer guidelines. The second repair regarding the electrical connector was found to be faulty. We again contacted his service contract company for approval to repair. They approved repair under the initial deductible and we installed the new connector and the vehicle is working as designed.

• Initial Complaint

  12/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a vehicle in Oct '22. I was called a couple weeks after by **** to activate some features. I went in and he could not get the features to work. He was to call me within two days and never did. He ignored my calls for weeks and e-mails as well as did the general manager when I messaged him asking for help. I have since gone in again with no resolution. Just Resolution Manager keeps telling me to go in again but I am not going to keep going in for visiting sessions the business needs to figure out how to enable all features for the vehicle. Additionally they keep filling out the paperwork incorrectly and I have yet to be able to license the vehicle because a title has not been filed for the state, I have attempted three times each time walking away empty handed and getting more excuses from Perkins why it is not done. Perkins was quick to take my money but that is where the service stopped

  

  Business response

  12/31/2022

  Please see attached PDF document with timeline and communications with the customer.  Ultimately, the customer asked us to stop communicating with them at the end of November.  After their visit to the *** this week, the customer sent an email complaining of their experience but did not respond to attempts to communicate with them.  Ultimately, the *** blamed the dealership for not being able to process the customer's registration, however the *** has had the paperwork since December 16th but has not processed it on their end.  At this point, we have no idea what the customer is expecting from us and we would be more than happy to try to work things out if we could get a response or an idea of what they are looking for.

• Initial Complaint

  03/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  July 2021 I purchased a 2019 Jeep Cherokee from Echo Park in ****************.I took it in for an oil change on November 17, no complaints or issues. Took it for a 2nd oil change on January 12 & I was informed that there was a "significant crack" in my rear differential. The vehicle was used only used for a daily commute & a trip to ********* & back. No collisions, accidents, curbs, rocks, etc. We called & scheduled an appointment with Perkins Automotive because this part was well within the Powertrain Warranty. Given that there had been no collisions between us or the previous owner, we figured the part failed & Jeep would replace it as stated in our contract. We dropped off the vehicle off on February 8 & agreed to the $1,300 charge for disassembly that would be waived once the claim was accepted. Perkins took photos of the crack to submit to Chrysler to ensure the part was covered. The area regional manager denied this claim, stating that it had to be caused by outside influence otherwise the part wouldve failed by now if it was a manufacturer defect. No evidence of outside influence was presented- there are no impact marks or anything indicating an outside force caused the malfunction. We contacted Chrysler customer support to resubmit the claim & waited two weeks only to be told that the regional managers decision is final, the claim is denied, case closed. We are now faced with a $3,200 **** to replace this part. After taking the pictures to other local differential repair shops to see if we could have it done cheaper, all 3 independent experts stated that it is undoubtedly a manufacturer defect & explained why while mentioning that this is not atypical of Jeep/Chrysler- they contractually obligate you to labor charges & when the claim is denied you have no option but to pay for the service at the dealership. We called support to provide evidence why it was a manufacturer defect only to be told the case was closed & the decision is irreversible. Deceitful.

  

  Business response

  03/05/2022

  I apologize but my response is going to take until Monday, I am waiting to speak with the Chrysler rep that was mentioned in the complaint.  Also, I don't feel this is a complaint against Perkins Motors as much as the manufacturer. Please review the complaint, Perkins was not at fault, we passed on information from the manufacturer to the customer. 

  Customer response

  03/08/2022

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

   

  Thank you for your response and reaching out to Chrysler. We tried to file a complaint against the manufacturer in BBB, but that was not an option- so we were advised by legal to submit to Perkins since that is where our vehicle current resides. Hopefully between the manufacturer and Perkins we can find a solution. 

   

  Thank you,

   

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

  CPT, DDS

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

   

  

  Business response

  03/09/2022

  Again, I do apologize for this situation but it is completely out of our control. We submitted the information to the manufacturer and they made the determination that it was not a warrantable condition. The area manager for the manufacturer stated that the pictures were clear that it was caused by outside influence and not a defect in workmanship.  Please review all of the photo's, the damage in the photo's is clear that something hit and damaged inside of the differential housing. This may be covered by insurance but the factory will not cover it. 

  Thank you, 

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

   

• Initial Complaint

  12/20/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I brought in my Ram Promaster **** for an oil change and tire rotation. Somewhere south of ************, my front left wheel almost fell off. 2 of the 5 lug bolts were missing and the remaining 3 were very loose. I had the van towed to the local ********* where they said it was without a doubt mechanic error due to the bolts being cross-threaded. What is really disturbing is the other 3 wheels were fine meaning the mechanic knew the issue and sent me on my way anyway. I spoke with *****, the Service Manager, and he was very apologetic and told me they would reimburse me for all out of pocket expenses (email attached). The check never arrived and now I cannot get an answer from *****. Along with the email from Perkins, I'm attaching the receipts for the towing and the **** from ********* for the repairs.

  

  Business response

  12/24/2021

  We have talked to ****************** and explained to him there was a communication problem with getting his check cut to him.  I have since cut the check and sent it.  We have come to a resolution. 

  Customer response

  12/26/2021

   
  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.
  
  Sincerely,
  
  *************************

*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. ↩