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:03/13/2025

  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 am writing to file a formal complaint against Covert **** Jeep in ******, *****, for deceptive pricing practices. On February 24, 2025, I purchased a 2020 Jeep Rubicon, which was listed online for $34,239.00 on their official website. However, after proceeding with the purchase, I was informed that the true price was actually $36,235.00 due to a Certified Pre-Owned charge that was not disclosed in any online listings or during my initial inquiries. I was told the charge could not be removed, even though it was not made clear to me before the sale.This misleading pricing strategy appears to be intentional, as the vehicle was listed at an artificially low price, likely to trigger "best price" results on platforms such as ****** Blue Book and Edmunds, making the listing seem more competitive than it really was. Upon further review, I discovered that other vehicles listed by Covert **** Jeep were subject to the same undisclosed fees, which raises concerns about their broader pricing practices.This conduct violates FTC Truth in Advertising guidelines, which mandate that all material information, including hidden fees, must be disclosed upfront. It also likely breaches the Texas Deceptive Trade Practices Act (DTPA), which prohibits false advertising and misleading business practices that affect consumers. Additionally, the Motor Vehicle Advertising Guidelines require that all vehicle prices be advertised clearly and without hidden fees.Despite my attempts to resolve the issue directly with the dealership, I have not received a satisfactory resolution. I am asking the BBB to investigate this matter and ensure that Covert **** Jeep corrects their pricing practices and complies with the relevant laws to protect future consumers from similar deceptive behavior.Thank you for your time and attention to this matter. I look forward to your assistance in resolving this issue.

  

  Business Response

  Date: 03/13/2025

     Good morning Junior, 

                               The CPO can be taking off the vehicle if you wish and I will reimburse you the $1995. I am sorry with your frustration and I missed your response to my text last month. The lift will not void in any of the Certification as long it is within specs. The Certification is something we offer to all our customers to give them the extra powertrain warranty of 7 years ******* from the in service date. Please verify your address and I will send you a check for the $1995 or you can stop by and pick up a check. 

  **** ******

  General Manager 

  Covert CDJR

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

   

   

  Customer Answer

  Date: 03/13/2025

  Better Business Bureau,
  I have reviewed the response made by the business in reference to complaint ID ******** and find that the resolution, including the reimbursement of the $1,995 Certified Pre-Owned (CPO) fee, is satisfactory to me.
  Please consider this matter closed.
  Regards,?****** ********
  
  

• Initial Complaint

  Date:09/27/2024

  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.

  While all of the reps were nice, they failed to provide the proper charging equipment for the ** I purchased, which as caused me to spend unnecessary money to charge at charging stations until my in home charger is installed and the second key I was informed would come with the vehicle. After making multiple attempts starting the day of purchase to contact the seller I worked with and the manager over the jeep section of the dealership nothing has been done to get the missing parts for vehicles charger and my second key.

  

  Business Response

  Date: 09/27/2024

  I will be in touch w you Monday Am to get this resolved. **** ****** ************ General Manager Covert CDJR

  Customer Answer

  Date: 09/27/2024

  Complaint: 22347455
  
  I am rejecting this response because: We have not had a discussion regarding this matter as of yet. I will revisit this BBB complaint after we speak on Monday. I can be reached at ************ or via email at ******************************. 
  
  Regards,
  
  ****** *****

• Initial Complaint

  Date:06/27/2024

  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.

  The date of the transaction was November 11, 2023. I paid $41,011.74 for a white ***** Cherokee 2022. The dealership committed to provide ethical business transaction. The nature of the dispute is that as I am trying to refinance the vehicle, I am learning that the vehicle was overpriced. At the time of the purchase the vehicles' value was at most ****** according to ******* Blue Book source. The Covert dealership uses this as their reference to price their vehicles. However after 7 months of the purchase, the balance to the account is not close the vehicle's value. As a result, it makes refinancing complicated. Also, the statement has two different charges that are inconsistent with the ethical practice. It says that the vehicle does not include warranty yet it is charging me $3500. There is also an item charged titled "aftermarket" totaled at $4394. Together that is a total of $7894 of fees that are inconsistent with the professional and ethical business practices.

  

  Business Response

  Date: 06/27/2024

   Good afternoon ****, 

                                 I have reviewed you file. You will receive some money back if you chose to cancel your extended warranty, gap and key replacement warranties on the Jeep. These items that were purchased at time of delivery can be used to lower your payoff. Let me know if I can get those amounts for you. Let me know how miles are on the vehicle.     

   

  Customer Answer

  Date: 07/01/2024

  Complaint: 21901300
  
  I am rejecting this response because the options provided are not feasible according to the documents that I have attached.

  Your email states,

  "Good afternoon ****, 
                                 I have reviewed you file. You will receive some money back if you chose to cancel your extended warranty, gap and key replacement warranties on the Jeep. These items that were purchased at time of delivery can be used to lower your payoff. Let me know if I can get those amounts for you. Let me know how miles are on the vehicle".     

  The email states that I will get money back if I cancel the extended warranty. According to the attachment that I forwarded 'the vehicle does not include extended warranty". The document indicates that it is "sold as is" In other words, with no extended warranty. Secondly, I was told that the vehicle does not include GAP insurance. Lastly, I did not receive a key replacement. I was told that there was no extra copy of the fob.

  As a result, I do not agree with what is written in the email. Based on  the document included in the *** I received, I was charged for those items but did not receive them.  I believe I was overcharged for the vehicle. As I mentioned in the previous email. After all the charges, I ended paying over $41,000 for a vehicle that was worth $28,000.

  Thank you for your support.

  
  
  Regards,
  
  *************************

  

  Business Response

  Date: 07/04/2024

    The vehicle currently has an Extended Warranty, Key replacement and ************* on the vehicle. They are on the buyer's order that is attached. These items plus Tint, Theft deterrent and Cilajet which is a paint protectant. These items were added to the price of the vehicle and that is how the price got to $41000. You can cancel them and get money back. Bart  

  Customer Answer

  Date: 08/01/2024

  Complaint: 21901300
  
  I am rejecting this response because I disagree with some of the statements.

  Your email states, "The vehicle currently has an Extended Warranty, Key replacement and ************* on the vehicle. They are on the buyer's order that is attached. These items plus Tint, Theft deterrent and Cilajet which is a paint protectant. These items were added to the price of the vehicle and that is how the price got to $41000. You can cancel them and get money back. Bart  

   

  First, The *** drive provided does not include a document that delineates an "Extended Warranty". 

  Second, the document states "Key(s)/Remote(s) "The set of two (2) properly functioning Keys/Remotes provided to You for the Vehicle on the Contract
  Effective Date, including transponders" I did not receive two fobs. I was told that there was only one fob available for the vehicle.

  In reference to the *** *********, I notice that the *** ********** ********* is only ***** dollars. This would have increased the vehicle's value to about $29,000. 

  As far as the other added items, why were these items not included in the sale price?  Your response implies that these items added after the sale price. It implies that these were added after the decision of purchase. I did not witness any of these services added while I waited for the paperwork to be processed. i know it may sound gullible, but it sounds like I need to explain this. In other words, the vehicle windows did not have tint applied, The Cilajet mentioned was not applied while I was there. If it was, I was notified that it was being done or that it would be for an extra fee. Also, I do not understand what "Theft deterrent" means. It implies that it was an added fee. I was not notified that I would have to pay an extra fee for that service. 

  The website advertised the vehicle at about $29,789. This is how I was persuaded to visit your dealership. By then, the vehicle must have had these items serviced. 

  I still do not agree that the price should have increased by an estimated extra $12,000. 

  Thank you for understanding.

  Regards,

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

  

  Business Response

  Date: 08/05/2024

    I left a message for ********************* on her phone and would love to have come by the dealership so we could go overt the items on the business or I would be happy to talk on the phone with her. 

• Initial Complaint

  Date:06/11/2024

  Type:Product 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.

  The original transaction was on March 25, 2024. I bought a used 2018 Jeep Wrangler Sahara Unlimited JKU. I do not know how much the transaction was for because they never gave me any paperwork for this transaction. I do know that I traded in a 2016 Audi Q3 for $12,000. As soon as I drove the car off the lot, I knew that something wasn't right. The second night that I had the vehicle, my car hydroplaned onto a curb and nearly begun spinning out of control in a busy intersection. Immediately, I contacted the dealership and they said "This was your dream, *******, you are just having some cold feet about the transaction. You need to go off roading and then you will love your Jeep." My friend came to vist me and we drove to *****************. We were going rather slow on a road when the car lost total control and ran us off the road, almost hitting a family that was biking in the area. Finally, on Friday, June 7th, the lift on the Jeep collapsed on a service repair road, grinded the tire off of the wheelhouse, started a small friction fire, and left me stranded in the middle of a busy street. The police had to come and push me onto the side of the road. When I had the car towed to the dealership to give them the opportunity to resolve the issue (required according to lemon law) the manager at the dealership admitted that I was lied to in order to get me to purchase the car and that they knew the car was a bad car. They told me they would take care of the jeep and get me into a safer car. I trusted them, so when I got home to look at the paperwork after 2 days of tons of stress and trauma, I realized that they left me with $15,000 in negative equity from the lemon car that they sold me, overcharging me for the new vehicle, lying to me and scamming me once again. Today I went in to give them the opportunity to rectify the situation, and was met with yelling and threats from the same manager who promised to rectify the dealerships mistake, saying I should be "so happy."

  

  Business Response

  Date: 06/22/2024

    We are the process of repairing  her 2018 Jeep Wrangler Sahara and should have it ready this week.  

• Initial Complaint

  Date:05/29/2024

  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.

  I was solicited by the company to sell My car . We agreed to a price . They asked for private information - address drivers license and proof of ownership and clear title copy. They then began making excuses and not following through with their offer . Excuses like the other manage now needs to sign off and the other manage was out today and the other manager called in again.I have concerns of why they needed my personal information and didnt conduct business. I didnt solicit them they texted out to me from a face book advertisement I posted . I put a review in ****** and they responded with I was trying to scam them . Clearly they initially contacted me and made an offer . I would like to know where my personal information is / whom saw I had a clear tile to a 170000$ car . Who has and had access to my address and communication. I am handi capped and in a wheelchair so safety is a priority for me . I did let them know this when arranging pick up of the car I was selling that never happened.

  

  Business Response

  Date: 05/29/2024

    Good afternoon Mr. *************************                                        I am trying to help you out here on your offer that was made by us at Covert. Where you working with Covert Chrysler Dodge Jeep and Ram here on 183 in ******? I don't have record of you in our system. I look forward to hearing from you and I will do everything I can to help.   

   

  Customer Answer

  Date: 05/29/2024

  Complaint: 21768782
  
  It is your Bee Cave Store.
  
  Regards,
  
  ********************

  

  Business Response

  Date: 05/31/2024

  Our Acquisitions Team contacted ******* House in regards to his 2021 ************* G63. The customer's vehicle was posted online, on a public site, offering the vehicle for Sale. 
  
  Our acquisitions team reached out and spoke with the customer in order to come to a mutual agreement on a price that would be beneficial to both parties.We discussed our process with him, company policies and procedures. The customer was not happy with our payment process. We require 48 hours once the sale is finalized to process paperwork and have a check ready. He also did not like the fact that he would have to bring the vehicle into the dealership.He expressed that he was in a wheelchair and was unable to bring the vehicle in. We let him know that we would work with him, we would come to his house and pick the vehicle up. 
  
  We were about three quarters of the way through the process when we informed the customer that we have one more step to go through on our end before we were able to finalize his purchase, and that we would need a day or two before moving forward. The customer became very pushy and demanded that we purchase his vehicle from him immediately. We reiterated to him multiple times that this is a high priced vehicle, we are required to follow our process and have final clearance from a senior manager that was out on maternity leave for one more day. At no point was the customer told that we would not purchase his vehicle from him, only that we needed a day or two more. 
  
  Our Purchasing Director at that point reached out to the customer via text message and phone call asking him to please call him back to discuss the matter.The customer did not call back. This was with the intention of making sure the customer was at ease, and that nothing fraudulent was going on. We were working diligently to purchase his vehicle from him, and wanted him to understand our process.  
  
  Since the deal did not work out, the customer's personal information has been deleted from our system.  
  

• Initial Complaint

  Date:02/09/2024

  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 have a jeep gladiator that was brought in for the death wobble service. My service manager was ******. ****************, the steering damper needed to be replaced. They did not have the product that the recall listed for service, and wouldn't until march. So they will perform what he called a "bandaid fix" by replacing the problem component with the same exact component until the part arrived in March. During the service, he called me saying that "chrysler advised" folks that for services like these that an alignment was "recommended". I asked him if that service knocked it out of alignment, to which he said it was recommended since they were adjusting steering related components. I pressed on him about why I should pay extra for an alignment for a recall service that I shouldn't have to be dealing with in the first place. To which he responded by supposedly calling a tech who said that it wouldn't be necessary. I brought in a vehicle that was aligned and drove straight, and upon picking it it, now have a vehicle pulling to the right. I called the day of, and have been calling for over a week. And have been either getting ignored (left multiple voicemails for both ****** and his manager ******), or getting ****** just saying it's a Chrysler issue. Actually now saying after the fact that it actually isn't even steering related and therefore wouldn't have anything to do with the alignment. That also said, I don't even have the recall part replaced, my vehicle now drives worse than before, and no line of site to when or even if the part will ever arrive to be assessed.

  

  Business Response

  Date: 02/09/2024

    Called customer on the phone and working on getting the problem resolved. 

  Customer Answer

  Date: 02/12/2024

  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.
  
  Regards,
  
  *************************

• Initial Complaint

  Date:04/10/2023

  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.

  Yesterday we bought a Jeep Wrangler Sport Altitude from Covert ******. To be honest, we were thinking that we had bought one. It was a late time at the end of the day and we back to home with our new toy. Was a rainy day and pulled it into garage and started to explore. But what we noticed? They gave us a lower trim vehicle with less specs. So that means they gave us a Wrangler Sport instead of Wrangler Sport Altitude. We double triple checked from their website which I added to this file, there should be security options, AirPlay etc but nothing. This morning we get in contact with them. And asked for a solution. We bought that with a trade in and they said us that "Come and take your car back" which isn't a customer-centric response to this kind of issue. Last night I couldn't sleep and my blood pressure went to 17s due to this problem. And I asked for an upper trim with same color. They said that they don't have a Sahara with same color, and I saw a Rubicon on their website with same color. Requested that to solve this case. Since they made a big mistake, they have to repair this relationship and this is the best opportunity to do that. They asked for more payment to do that like I did a mistake.I moved this issue also Jeep brand and still waiting for a solution. They hit my health by this issue and they still don't want to solve this

  

  Business Response

  Date: 04/10/2023

    We are willing to find and sell Mr. ******* a new Sport Altitude with the Sirrus Xm Guardian at the same price agreed on as the one he took home. There will not be any additional expense to him. 

   

  Customer Answer

  Date: 04/10/2023

  Complaint: 19909710
  
  I am rejecting this response because:
  

  It's not possible to request any additional payment from us. Because as you can see on the screenshots they promised for a Altitude trim. And those things (Guardian, home connect, Airplay) are standart specs of that vehicle.

  When you check Jeep's official website and also the screenshots (I also have a complete PDF of Covert's website) they say that those things are standard and available on the vehicle.

  So, we talked about that trim with all those specs and we paid for a vehicle with all those specs. They didn't provide what they promised for. This is the issue.

  At this point how they can say "Oh we'll give you what we promised on day 1, and you don't pay more" :) That's so funny, because those things are the specs that you already had to provide as you announced.

  Accept your mistake at the moment! You gave us a Jeep Wrangler Sport trim instead of Sport Altitude. When we head to Jeep's website it's clear, Sport model haven't any of those specs, Altitude have. But you still trying to reject your mistake.

  Here is the short summary :

  You promised for a Jeep Wrangler Sport Altitude, but you gave us a Jeep Wrangler Sport for Altitude price... That's it!

  
  Regards,
  
  **********************

  

  Business Response

  Date: 04/10/2023

     I am sorry for your experience and wish we could have gotten everything worked out.

  Customer Answer

  Date: 04/10/2023

  Complaint: 19909710
  
  I am rejecting this response because:
  

  You didn't accept your mistake. Your salesperson said "This is not my mistake you got what you want" and if you check the screenshot you can see that we wanted an Altitude. Don't think people are foolish.

  I gave you an opportunity to fix your mistake but you didn't accept. You requested more money to say "Sorry" Which is funny.

  We have another case at Jeep. Because it's looking like you removed some specs from vehicle or you tried to trick customers. 

  Since you don't have a solution you can close this ticket. 

   

  
  Regards,
  
  **********************

  

  Business Response

  Date: 04/24/2023

    I am so sorry that didn't have the feature that was listed on the sticker. I am still happy to get and sell you the right Jeep with the features on an Altitude at no extra cost.  

  Customer Answer

  Date: 04/24/2023

  Complaint: 19909710
  
  I am rejecting this response because:

  No need to continue this paradox. Please close this ticket

  
  Regards,
  
  **********************

• Initial Complaint

  Date:11/30/2022

  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.

  Contacted twice to cancel service contract. Due to an upcoming move, *********** contract would not have been able to have been used. I contacted Covert on 10/26/22 and again on 11/28/22. Both times, I was told someone would reach back out to me. I have not heard a single word. Every day that passes is less money that I would get as a refund for my cancellation.

  

  Business Response

  Date: 12/12/2022

      Covert CDJR has processed cancellation for ****************** maintenance package and he will be receiving a check in the mail. He also can stop by and pick up if he wishes.   

              

                

  Customer Answer

  Date: 12/20/2022

  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.
  
  Regards,
  
  *************************

• Initial Complaint

  Date:10/07/2022

  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.

  Aug 9 I came for a noise my jeep was making I requested a oil change but was told I didnt need oil and the noise I was hearing was normal. I came back Aug 22 at this time the service agent ****** said they cant service me that Id have to go to ********************** Cadillac to use my CAP and check my warranty. At Cadillac they sent me back to jeep saying that was not true. Aug 26 I returned and asked again for the noise to be checked, oil change, and state inspection. They finally check my vehicle in said it would take 3-4 days to look at it. About a month later I called and ****** said theyre going to look at it today. She text me to give me a quote for a battery, but I already replaced the battery with them not long ago. No one bothered to jump it just wanted to sell me a new one. ****** says I also need a auxiliary battery so I approve that as well as 928 to look at my engine. ****** calls again and says my noise is the camshaft and lifter I approve the repair for **** and it would be done Tuesday. No one had called by 2pm so I call and spoke to *****, he said its been waiting for me and my total is ****. I told him ****** quoted me around **** and he said she quit so he couldnt verify this. After my CAP is used the total is ****. I pay and pick up my jeep. As Im driving it I notice the noise is still there. I return the next day to ask why the noise is still there. **** insists its a normal noise, I disagreed so he said to keep it I could drive it and come back Monday and they would look again. Saturday my car starts making new louder noises, has a hard time starting, check engine light is on, wont go over 40mph, is shaking and something sounded like it fell out. They look at it and find the other cam snapped in half. They repaired this for free because the damage was from the technicians poor workmanship. I request a refund for the poor labor they did. **** says he will get me something but has to talk to ****. **** texts me saying they refuse to refund anything.

  

  Business Response

  Date: 10/18/2022

     Tiffanii, 

                    We had failure with the intake cam and fixed the vehicle. After repairs were finished and they picked it up the exhaust cam failed. We fixed the exhaust cam at no cost to customer. The customer has possession of the intake cam and you can see the damage to it. Unfortunately we could not predict that the exhaust cam would have issues as well.   

   

                   

   

  Customer Answer

  Date: 10/26/2022

  Complaint: 18162185
  
  I am rejecting this response because: I was told I was being charged **** for my engine to be taken apart to see whats going on. If your mechanic did his job properly he would have seen this issue. Instead he performed poorly and has caused me more problems then when I came in. I paid over **** and I was told by ************* would get me something back he just needed to talk to ****. The next day he contacts me saying he wont do anything. I originally requested a refund for the bad workmanship, so a refund for the cost of the labor. But after getting my vehicle back and having already taken it to another shop and being told my entire engine has damage and needs to be replaced I know my vehicle was not cared for at all at covert. This is why Im now requesting a full refund. I dont see how one of your managers can look me in the eye and tell me he will get me something back for all the chaos I have dealt with from Covert and you dont believe you should follow through?
  
  Regards,
  
  *******************************

  

  Business Response

  Date: 11/03/2022

      The customer brought the Jeep in the 1st time and repairs were made to the intake camshaft due to damage from the a scored/failed rocker arm. Customer agreed to the repairs and paid for them. The second repair was recommended a few days after the customer picked the Jeep. The exhaust camshaft had sheared in half causing the check engine light to come on and run rough. We had no way of knowing that this was going to happen. We repaired the rockers, lifters and exhaust camshaft at no cost to the customer. We also provided her with a loaner at no charge. We feel that we do not owe for the 1st repairs performed.  

  Customer Answer

  Date: 11/08/2022

  Complaint: 18162185
  
  I am rejecting this response because:
  
  *******, Im going to assume you didnt bother to read the entire complaint or you would know that what you responded is not true at all. I  brought my vehicle in for a ticking noise. After approving and paying for the repair, the noise was never fixed. **** told me he believes its a normal noise that day, going as far as finding another jeep to prove they have identical noises. So if its a normal noise then what did you fix?? They were not the same noise. He tells me to keep it and drive it over the weekend and bring it back down on Monday and they will take another look at it. Well I never made it till Monday because the camshaft that was never properly fixed snapped in half. My vehicle sat at covert jeep over a month while I paid for a rental car at enterprise. I was only offered a rental when your employees realized they had screwed up. Mind you up u til then I was told they dont have loaners and when they do they charge 45 a day for insurance. I have had to take my jeep to another mechanic to have further issues resolved caused by your technicians poor workmanship, as much as replacing my entire engine. Having bought my jeep from covert and having it less than two years NONE of this should be happening.  Aside from all of this I was already told by **** that he would get me something back he just needed to talk to ****. Seems strange you would feel that you are not responsible to fix damages your staff caused and then to not follow through with the refund I requested which at the time I only asked for the cost of the labor to be refunded since it was so poorly done. I want a refund so I do not have to bring my jeep back there or be tied to any of this work you guys have done. I really prefer to not ever have that technician ever touch my vehicle again. 
  
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  Customer Answer

  Date: 11/09/2022

  Complaint: 18162185
  
  I am rejecting this response because: *******, Im going to assume you didnt bother to read the entire complaint or you would know that what you responded is not true at all. I  brought my vehicle in for a ticking noise. After approving and paying for the repair, the noise was never fixed. **** told me he believes its a normal noise that day, going as far as finding another jeep to prove they have identical noises. So if its a normal noise then what did you fix?? They were not the same noise. He tells me to keep it and drive it over the weekend and bring it back down on Monday and they will take another look at it. Well I never made it till Monday because the camshaft that was never properly fixed snapped in half. My vehicle sat at covert jeep over a month while I paid for a rental car at enterprise. I was only offered a rental when your employees realized they had screwed up. Mind you up u til then I was told they dont have loaners and when they do they charge 45 a day for insurance. I have had to take my jeep to another mechanic to have further issues resolved caused by your technicians poor workmanship, as much as replacing my entire engine. Having bought my jeep from covert and having it less than two years NONE of this should be happening.  Aside from all of this I was already told by **** that he would get me something back he just needed to talk to ****. Seems strange you would feel that you are not responsible to fix damages your staff caused and then to not follow through with the refund I requested which at the time I only asked for the cost of the labor to be refunded since it was so poorly done. I want a refund so I do not have to bring my jeep back there or be tied to any of this work you guys have done. I really prefer to not ever have that technician ever touch my vehicle again. 
  
  Regards,
  
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