ComplaintsforPriority Chrysler Dodge Jeep Ram of Salisbury

• Initial Complaint

  05/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Leased 2 cars in 4 yrs. from Priority Jeep in Salisbury ma. Issues began in February of 2024. As of 5/26 all issues are unresolved. 1: 2020 Wrangler no follow-up to confirm the extended warranty (EW) claim for the excess wear and tear of the tires ($800) was paid to the leasing company and later Owner denying I had a policy that covered Tires which I later confirmed I did with MOPAR 2: Priority did not make me aware at the time of the 2024 sale moving the financing away from ALLY created a disposition fee of $350 for me. I called and visited the Business Manager (BM) several times on the $800 for the ******************* fee. Was told the tires would be taken care of. It wasn't. Ally was not paid. **** has account in credit review & this week notified being sent to collection agency. After several attempts to connect with the owner, to discuss the lack of follow by BM and the issues with ****. I did go into the dealership, unannounced, and spoke with owner. What started as pleasant small talk turned condescending when I pushed back on excuses and assertions, I was complicit because what I believed I was sold was too good to be true. Owner was ambivalent to any responsibility by Priority to make me whole with **** and blamed his business manager for being uninformed both on the 2020 & 2024 benefits of the W&T product. Owner extended a customary $200 credit for service & promised to send the actual signed copy of the 2020 & 2024 W&T contracts. I did receive the 2024 from BM but still not 2020. The next issue is with the 2024 and payment for the new W&T through Safe-Guard (***). According to *** As of last week. There is no record I have an active policy even though I emailed *** the contract signed by BM. I sent 2 emails to both ********** which have gone unanswered. Owners' ****************** where unprofessional, unethical and not sending the *** payment, at best ambivalent and unprofessional and most likely intentional.

  

  Business response

  06/04/2024

  **********,

  Customer is completely aware of the items that he purchased at time of both delivery and was explained their coverages. Further the customer has been reminded on several occasions that any claims made need to be done with those companies, he simple won't. No one at the dealership approves or denies claims. All items purchased have in fact been submitted and are in effect, the customer has been made aware of that as well. All vehicles are leased through banks, who have policies, process and fees as per their contracts, this customer simply does not believe they should apply to him. Priority does not owe the customer anything and denies his assertions.   

  Customer response

  06/05/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  Thank you for the opportunity to try and resolve this.   I did read Priority's response.  It is misleading.  I am not looking to skirt any rules or policies.  What I do expect is what I paid for and the promise made by Priority and its employees. 

  Bottom line: I was misinformed of critical information by the owner, ****************** back on March 28, 2024 in his meeting room at Priority Chrysler/Jeep in Salisbury, ***     His information was contradictory to what I was told by Priority's business manager in 2020 and again in February of 2024, when on both occasions I leased New Jeep's and agreed to purchase an aftermarket excess wear & tear insurance policy.  The cost was added to the  contract and loan agreement.  I believed I did know what I purchased... until on 3/28/24 the owner told me differently. 

     ****************** went so far as to blame his Business Manager(s) for not understanding what he was selling to Priority's customers. ****************** indicated the policy for wear & tear should have been a maintenance policy and I did not have the correct coverage. The new tires I was receiving bills for from the bank (ALLY) according to ****************** was my responsibility.  He took no ownership for the actions of his employees in selling the wrong product.

   It is very hard for me to believe that ****************** was unaware of the services offered by Priority and their employees...so the only logical explanation is that his misinformation was intentional...because so how I offended or rubbed him the wrong way.   In either case, the information given by ****************** was the catalyst that caused the collection issues with ********** countless number of phone calls, mail and in person visits with Priority, and *********************** (SGI), which SGI ultimately did pay the claim but late.  

   Which triggered Ally's policies and procedures for collection activities.    Not only do Details Matter, but they also matter more when the clock is ticking to pay the bank or file a claim with an insurance company.   All this could have and should have been avoided if not for the actions of ******************...intentional or not.    

  
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ******

   

   

  

  Business response

  06/12/2024

  As stated previously, dealership personnel do not make determinations on claim coverage. The insurance company paid the $800 claim for the tires to the lease company as should be the case. We stand by our previous response. 

  Customer response

  06/15/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  Thank you for the process!   Mr.  ******* continues to skirt accountability for his unprofessional behavior. Why did ******************, intentionally offer misleading information about the validity of the 2020 & 2024 wear & tear policy I purchased in our face-to-face meeting in his conference room?   Instead saying "I was sold/bought the wrong product.   I should have been sold/bought a Maintenance Policy".  ****************** then blamed the inexperience of Priority's business Manager, ***************************** and denied any responsibility for his own actions and of the Business Manager.  

  In Priority's first & most recent response, Priority indicated they provided all the necessary information and played some role in resolving the payment to Ally from SGI for the $800, when that is completely not true.  Priority should have been able to process this claim or walk me through the steps to file the claim, but they left me hanging.   Priority's actions did not match their words/promises.  ********************** misleading information, coupled with Priority's lack of follow through, slow rolling my request for information needed to fill the claim then Ghosting of several other emails requesting help when the information offered was not complete for the initial W/T claim was directly responsible for the 4-month ordeal with ********* and the issues with the current 2024 signed policy.   

  At this point, i do not expect ****************** to assume responsibility for his actions or allow his employees to contradict his untruthful words and actions.  I do believe ********************** misleading information back in March and the slow rolling then ghosting of request to resolve the 2024 policy issue were deliberate, meant to cause intentional duress.

  I had hoped ****************** would have assumed responsibility for his role but his spoken words and Priority's written responses did not match Priority's actions.  I do hope the BBB has enough information to give Priority in Salisbury a negative rating based on the unprofessional and ethically questionable behavior in standing behind the add on insurance products offered and sold by this loyal customer.  I believe the car purchasing consumer should be aware of how Priority handles problems.  

  Thank again for the opportunity 

  Peace

  Ed 

  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ******

   

   

• Initial Complaint

  01/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Vehicle bought on February 27th but did not take possession of the vehicle until late March/early April of 2023. Currently, the loan on the vehicle is estimated at 15K. I feel I was sold a lemon. since taking possession of the vehicle, i have had to return the 2018 compass jeep to the dealer for various reasons as the dashboard would present with multiple mechanical, electrical and battery problems. On Dec 27, 2023, the car was towed again to the dealer and am told it is in need of a new engine. Initially, i was informed that a new engine had been ordered and i would pay a $100 deductible. A week later, I was told and rudely addressed in a discriminatory manner, that I would need to incur the cost of opening & closing the engine ($720 each) as the warranty cost for a replacement engine (estimated $9K) would be approved / denied. I have informed the dealer that am not incurring that cost (nearing $10k) if it is denied. I have approached the Salesman (*******) and Sales manager (*****) to address this issue and make a compliant about how I felt discriminated against. I was told they would follow up and get back to me. Since then, I have heard from ******* after I reached out, that the service manager (*****) is awaiting insurance approval for the diagnosis and thus the repair as he cannot proceed with anything until he hears from the warranty company, although ***** is not sure if the approval for a new engine will be realized or not. He let me know that ***** hoped to hear from them in a day or two. This was on January 9th. I am still yet to hear after several attempts from Priority as it relates to moving forward with repairs. I am left holding the bag including paying off the bank loan.

  

  Business response

  01/24/2024

  We have explained that the vehicle is in need of repairs. The engine overheated and may not be covered under warranty due to improper maintenance, in order to make that determination the engine needs to be disassembled that should be a $700 expense to her we have told her that we will do that free of charge.  However, if the repairs are not covered by warranty, she will have a rather large expense.  

  Customer response

  01/25/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  Thank you for your response.  Priority Jeep in their response implies a lack of proper maintenance on my part. This statement is untrue. In fact, I had visited the dealership on multiple occasions since taking possession of the vehicle.   I have attached pictures which shows that the vehicle had preexisting faults and I was sold a lemon. These issues were evident immediately i took possession of the car. 

   

  Less than 2 months ago, in Novembe, if I recall, the car was again checked out when I visited with complaints. I was told the fluids and oil had been changed and I could return if the dashboard continued to show any notification lights. I called when the dashboard triggered again, and I was told to bring the vehicle in. Unfortunately,  the car had to be towed in Dec 27th.   I am certain I was sold a lemon. I would appreciate that we arrive at an amicable resolution. So we can forge ahead.  Regards, Etse

   

   

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  Etse

   

   

  

  Business response

  01/29/2024

  We have reached out to this customer many times, and the customer was to come in and review their options. We cannot assist them if they do not work with us. If they choose to see a lemon law process as she believes her vehicle is, which we do not.she needs to follow the appropriate measures.

  
  

  Thank you 

  

  Business response

  01/29/2024

  We have reached out to this customer many times, and the customer was to come in and review their options. We cannot assist them if they do not work with us. If they choose to see a lemon law process as she believes her vehicle is, which we do not.she needs to follow the appropriate measures.

  
  

  Thank you 

  

  Business response

  01/29/2024

  We have reached out to this customer many times, and the customer was to come in and review their options. We cannot assist them if they do not work with us. If they choose to see a lemon law process as she believes her vehicle is, which we do not.she needs to follow the appropriate measures.

  
  

  Thank you 

  Customer response

  01/30/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  Priority Jeep reached out via phone (once on 1/24/24) and asked that I present in person to sign paperwork authorizing the dealer to open the engine for inspection at no cost to me, however, it is not clear who is responsible to the cost of repairs.  This in my opinion is not consistent with the dealer's response that I was told to come in and review my options.  As am now being informed that I have options, I will visit the dealer on Thursday 2/1 and no later than Friday 2/2 to discuss and explore these options.

  As I have always stated and have presented documentation, I was sold a lemon.

  Thank you,

  Etse

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]

  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  Etse

   

   

• Initial Complaint

  01/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I went to the dealership to buy a truck. The ad was for 33,988.00.The paper work was rushed and the truck price was never brought up the total was and the monthly payment. I got home went to look over my paperwork and didn't even have the right paperwork so I had to go back. Get the right paperwork and when I finally sat down to look at it. They charged me ********* the truck When I asked them about they said their advertisement company made a mistake and I and I said That's not my fault. I came for the price. The ad was four and now it's turned into a problem.I just want the ******* refunded

  

  Business response

  01/19/2024

  The price online was an error, unfortunately on rare occasions that *** occur. There is a disclaimer on these ads stating that we are not responsible for any such errors. The customer was made aware of this prior to the purchase of the vehicle and choose to continue with thew purchase.  There is no refund due. 

  Customer response

  01/19/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *********************

• Initial Complaint

  01/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On October 6 2023 I purchased a new vehicle from this dealer. In a miscommunication, the check I got from the bank was an overpayment of $110.01. The company representative signed a "WE OWE" form and stated they would be sending a check in a few days. I contacted the business manager several times with no response. I called and spoke with the cashier and was transferred to the salesman, again asking for my refund. I am very happy with the vehicle and was also happy with everything until, I was not given my refund.

  

  Business response

  01/17/2024

  
  ******************** check was previously sent to him. We were unaware of any concern, if he has not received it we will reissue another.

  Thank you,

  Paul 

  Customer response

  01/18/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  Thank you to all for your assistance in this concern. 
  Regards,
  
  *****************************

• Initial Complaint

  10/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  April of 2020 I went into Priority Chrysler Dodge dealership and traded my 2019 Rav4 that I had 15k in equity. ***************** pocketed the money. He convinced me to lease a 2020 Jeep Wrangler since the payments would be a little cheaper. I was told the equity from my Rav4 would go towards the Wrangler which it didn't. When the lease was up in April of 2023 the bank said I still owed 30k. if the Wrangler was 46k and 15k in equity was put into it and I paid 18k in the three year lease how did I still owe 30k? I went to the dealership to ask them what they did and no one would help me. They gave me wrong information and told me that ***************** pocketed my equity money. They told me they would look into it and that they would call me back they never did I called multiple times so did my mother and they never returned my phone call. I also had texted one of the employees there and he blocked me. The lease was up on the Wrangler and since no one would call me back to figure out what had happened I had to return the jeep and lose out on all that money.

  

  Business response

  11/07/2023

  *********************** did lease a wrangler from Priority in April 2020, she did trade in her 2019 ****** Rav4.  She received $21,000.00 for the Rav4.  She had an outstanding balance of $14977.35 leaving a difference of $6022.65.  That trade equity of $6022.65 (Not $15,000) was applied to her new lease which in turn reduced her payment considerably to the payment she wanted.  Therefore, there is no reduction in residual value of her vehicle which is a set figure.  She received the entire benefit of the differential in that manner.  There is no money due her.  I'm certain this will clear up her confusion.  

  Customer response

  11/08/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *****

   

   

• Initial Complaint

  05/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was interested in a 2023 white **** compass sport that was listed on Priority- Chrysler, ****, Ram, website on 5/25/23 and 5/26/23 for $20,892. It did not list the mileage so I emailed the dealership. They said to come in and meet with them. I did within an hour and notified them of the website advertisement. He called someone and relayed to me that it was a mistake. Then proceeded to offer me a print out of the listing price of $30,340. I left and emailed the dealership that I would like to purchase the car at the price advertised as $20,892 on 5/25/23 (and attached the screenshot of the listing) and would be there tomorrow with a $1,000 deposit to hold the car. The webpage continued to list the $20,892 price on 5/26/23 which I have a screenshot of. I arrived to speak to the manager ***** this morning and I told him I wanted to purchase the car. He said it was a mistake and I said it was their mistake but its illegal. He said no it isnt because there was a written disclaimer at the bottom of the listing description that the dealer is not responsible for misprints in listings . ***** said that he would not sell me the car at that price and would consider $28,587. I left the dealership. This is wrong. I dont believe they have any intention to change the listing because if it was a mistake, it would have been corrected by now especially with my notification. As of 10:15 am on 5/26/23, the listing remains online and I was refused to purchase the vehicle at that full price.

  

  Business response

  05/26/2023

  ***** is correct: on occasion an error is made and there is a disclosure for that reason, sorry for any inconvenience this may have caused you by coming by. 

  Customer response

  05/26/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********.

  Im aware of mistakes. When its a business, you honor what was advertised. It appears deceptive and exactly the reason the ************* Consumer Act regarding vehicles was created. I wouldve considered purchasing a vehicle from your dealership, however, ***** acted completely unprofessional and rude. He was not welcoming, understanding, or apologetic at all. I appreciate Harrys professionalism. He would do better elsewhere. Looking forward to purchasing a vehicle this weekend at one of your competitors. 
  Regards,

  *****

   

   

• Initial Complaint

  04/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On April 4th 23, I gave my daughter-in-law to be a check for $20,400 to purchase what she was told was a certified Jeep compass with ****** miles on it from priority auto in Salisbury, Ma. Upon further inspection we now realize this car was never certified, proved by the fact that it has a need for a new head gasket, new drive shaft, and has multiple areas of seeping oil under the hood. I had let them know I have no intention of keeping this car after being misled ,however; they sent a loaner up and wanted to fix the car for **. Now they understand I am not keeping this car and they want me to return the loaner without giving me back my $20,400 they would like me to wait 6 to 8 weeks while the title is being processed to give me back my $20,400. This is not an option. I am in the process of buying another car today, I no longer would ever consider buying from this company since they proclaim this car to be certified. Which means, it would have been inspected in at least 120 places and in some dealerships over 200 places. It is quite evident they never even open the hood or they would have seen the many oil leaks that are currently there. Perhaps they were thinking ******** is a young, beautiful, woman that knew nothing about cars, and they would be right but it still gives them no right to take advantage of her innocence and complete trust in them. I am demanding back my money, I do not want their loaner taking up space in our garage area. I am writing them a notified letter promising to return the title when it has been processed, back to them, They have nothing to fear , from me. I have no intention of keeping their lemon or the title to their lemon, which they'll have to spend thousands of dollars to actually make it certified, as they said it already was. As I am leaving for the weekend, I am truly hoping we can resolve this before I go . I have been trying to talk to the owner of the business for days who will not take my call, I will be unavailable to speak to them over the weekend and would love to give them back their loner, receive my check and we can all happily go on our peaceful content ways. They do not have to be afraid that I want their title or the car attached to it. A little common Sense on their part would really go a long way. Why would I ever want to keep this piece of junk car. Their thought process is ludicrous and not even connected to reality.

  

  Business response

  05/01/2023

  We have, spoken with the actual customer and made arrangements with her to to repurchase the vehicle. With regard to the mother in law's assertions she is incorrect. The vehicle is certified and in great running order, with no reason to repurchase other than our desire to keep our customers  happy. They had the vehicle inspected in ************* and it past that states rigorous safety standards. ****************** is not the purchaser, we will not work with her. However we are happily working with the owner of the vehicle. 

• Initial Complaint

  04/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I brought my Jeep to Priority to have the gas tank replaced on 4/3/23. Quoted work was $1,800 but the charges upon completion were $2,546.13 without any heads up or explanation other than 'it took longer than expected'. The work was completed and paid in full but when driving the Jeep down I-95 South days later the entire heat plate became detached and fully dragged beneath both sides of the vehicle until I was able to safely pull over. The Jeep was towed back to Priority. We were told on the phone the next day there were missing bolts in the heat plate and the problem was fixed and to come pick the Jeep back up 'at no extra charge'. There has not been a manager (or anyone at all) available to discuss Priority's breach of warranty and our legitimate safety concerns over the grossly negligent work done. We are now having to take the Jeep to a secondary dealership for an inspection and re-review of the work performed by Priority in order to be able to drive the car. In addition to the exposure to potentially catastrophic injuries, Priority has costs us a great deal of time and money in having the work done at a much higher cost than communicated to begin with, having the car towed, having to arrange for a ride home an hour away because the vehicle became completely disabled, and having the work performed by Priority inspected by another certified dealership.

  Customer response

  04/23/2023

  I have not heard from the business in response to my complaint.

  The business is not returning calls.

  

  Business response

  04/23/2023

  You brought the vehicle to ** with a mechanical concern, we diagnosed to the point possible without tearing apart the area of concern and gave you an estimate to that point. You authorized us to continue with further diagnostics and repair. The repairs were completed in a workmanss like manner and returned. Unfortunately there was another concern and the vehicle was returned and the work performed free of charge.
  The manager attempt to call you on four different occasions. His name is ***** and he is happy to speak with you, in fact he trying to call you again right now. He will gladly explain all repairs and hopefully put your mind at ease. As a customer accommodation for any inconvenience, we will gladly issue a $250 credit towards future repairs or a reimbursement check for the same amount.
  
  I hope that you continue to do business with us as we will always stand behind at work and explain it any repairs performed.
  
  Thank you
  

  
  

  Customer response

  04/24/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  1) The problem with the vehicle was never in dispute; the vehicle needed a new gas tank. The price quoted was for the gas tank and the labor to install a gas tank. We were quoted $1,800 for parts and labor for that specific job. We paid for a gas tank and the labor to install the gas tank and that came to an unexplained $2,500 not the quoted $1,800; there was not additional work done or other issues addressed. 

  2) ******* tank install was not completed in a workmanship manner. Replacing the heatshield after replacing the gas tank is part of the job and it was not done in accordance with industry standards.  The heatshield becoming detached following Priority's work was not an unrelated issue or concern. The heatshield being reinstalled incorrectly (missing bolts) following the gas tank install caused it to fall off the vehicle. That is a direct and proximate result of Priority's grossly negligent craftmanship. 

  3) When Priority "fixed" the heatshield; they reattached it with zip ties. Again, that does not comport with industry standards and again shows a pattern of gross recklessness, careless and disregard to industry standards and standard protocols and procedures. Heat ******* should be installed using clips and bolts. We have since had Priority's "fix" addressed by another licensed mechanic as we have zero confidence in Priority's work. 

  4) *****'s calls on April 11th were exclusively related to "when we were picking up the vehicle" and we have not since heard from ***** on anyone else with Priority. Furthermore, when we did speak with ***** on April 11th he was not able to address any of our safety concerns with the vehicle, any of our concerns with the difference in price, or any of our concerns with the craftmanship exhibited by Priority. 

  5)  While the token  'credit towards future repairs' is acknowledged we do not accept because there is a pattern of disregard to industry standards in the work performed by Priority. We do not feel safe having Priority doing any work on the vehicle and we will not use them again, further we do not feel safe with gas tank replacement performed by Priority and we will be having that work re-inspected by another certified dealership. 
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  Silje

   

   

  

  Business response

  05/01/2023

  We stand by our work and our initial response. 

  Customer response

  05/02/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]

  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  Priority has exhibited a pattern of below industry standard work, using zip ties instead of bolts and clips and not exercising due diligence when reattaching parts. Priority refuses to acknowledge their deficient work. We have attempted to amicably resolve with Priority but as you can see from their responses they take no ownership or accountability for demonstrated poor workmanship. 
  Regards,

  Silje

   

   

• Initial Complaint

  02/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  -Was in a car accident on 12/11/22 ***************************** ****** Insurance - Agent = ***************** in ********, ** on 12/14/22. -Insurance Agent "expedited" the repair and had my car towed to their recommended shop, Priority Jeep Chrysler in Salisbury, MA on 12/15/22. -Insurance sent $3500 check dealership for repair -No contact from dealership until I started calling after the New Year in early January -From early January until current I am constantly told by the dealership that my car will "ready next week" and/or "it will be ready tomorrow" I have been told this again and again nearly 25 times and always have to call for answers they never call me -It is now 2/16/23 and I still don't have my car and no answers to why it is not yet repaired ***************** has paid them and when I call insurance to ask them to get a refund and have the car towed elsewhere, they claim there is nothing they can do -Vehicle is a 2015 red **** Escape -I think the best resolution here would be for the dealer to refund the insurance fees and have the car towed to a more reputable repair shop that will actually do the work.

  

  Business response

  02/16/2023

   

  There has been delays in acquiring certain parts to complete the necessary repairs, the vehicle is complete with the exception of one part that will be in tomorrow. The vehicle will be ready for pick up this Saturday the 17th. We apologize for any delays but assure you the vehicle is completed as per the estimate in a professional manner. The Customer has been made aware and will be picking up the vehicle. 

• Initial Complaint

  01/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Priority Car repair shop said it would be 4 days to get truck back. It's been 15 days and still not repairs. Denr in bumper does not take 15 days.

  

  Business response

  01/16/2023

  Hi, 

   

  The vehicle was dropped off on January 9th, today is the 16th only 5 working days not 15. the vehicle repairs needed to be authorized by your insurance company prior to work being performed. the vehicle will be completed today. I believe the time frame was excellent. I hope this explanation helps.

   

  Thanks,

  Paul 

  Customer response

  01/16/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  My vehicle was dropped off on January 3rd and was told it would be completed by January 6th. Today is January 16th. That makes it 10 days late.
  That is not acceptable.  

  

  Business response

  01/17/2023

  Your vehicle was completed and ready for pick up yesterday. You came in this morning reviewed the repairs that were performed to your satisfaction and insurance specifications. Initially you stated that to want the vehicle completed and returned, that's what occurred. We wish you may happy trouble free miles. 

   

  Thank you,  

  Customer response

  01/17/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *****

   

   

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