PLEASE allow me to serve as a cautionary tale for anyone considering Priority dealership in Salisbury MA for vehicle repairs. It is lengthy, but VITAL to your decision making.
When I brought my jeep to Priority on 11/19/18 I presented it with two very specific issues. The CEL and ABS lights had come on simultaneously, rendering the vehicle into limp mode.
When I agreed to over $3300 in repairs on 11/26, I had reasonable assurance that they would fix my problem(s). When I received my vehicle back approximately 3 days later, I was told it was FIXED. I was told that the technician remarked that it was in great shape outside of those repairs, it would give me many more years of enjoyment and it would drive 'like new'.
You can imagine the surprise, disappointment, and stress I felt when those same CEL and ABS lights came back on during the first 13-14 miles of highway driving I did, only SIX days (less than one week’s time) from having been told it was fixed.
When I immediately returned the jeep to Priority for a second time on 12/6, I was told about an entirely new, entirely separate list of problems that were now needed to fix it, at an added cost of $2300. Now they were seeing a cam shaft sensor and wiring harness issue (when arbitration was reaching an impasse it was suggested by the service manager that we broke the part before bringing the jeep to them!), an ABS module fail, and a coolant leak requiring an intake reseal.
This was the first time I’d spoken to the Service Manager, Marc Cortez.
I asked him repeatedly to explain 1. How these repairs are not related to Job #1, 2. How they will fix my CEL/ABS light issues when Job #1 didn’t and 3. How none of these things were discovered when they first diagnosed and worked on the vehicle.
The 15 minute explanation was reduced to little more than coincidence. Coincidence! That ‘sometimes when stuff goes on a vehicle, other stuff can go at almost the exact same time’. NONE of it explained why the jeep was still not fixed.
When I suggested that reasonable negligence was present in the misdiagnosis of my car’s issues, he pushed back, stating that they performed necessary repairs. Absolutely no responsibility was taken for leaving me with the CEL/ABS still present (none ever has), a second sizable repair job and no assurances were given that the second job would fix my issues.
The bottom line is this:
I came to Priority with the expectation that they would fix my problem and they didn’t. Job #1 did not come to fruition. It did not fix my jeep.
I have had four somewhat lengthy conversations total with Mr. Cortez. In all of those conversations I was explicit in my dissatisfaction of the job Priority performed and made various suggestions for restitution. I specified the outcome I had hoped for, in the form of full or partial refunds and/or a possible no charge second attempt to fix my vehicle. At every earnest attempt at resolution his bottom line was only a discount on Job#2, and no admission of fault for Job#1. The offer on Job #2 would still leave me with nearly 5k in repairs and no assurances that this would resolve my original issues.
I pulled my vehicle from their possession and I finally called Priority and spoke to a gentleman named Scott, politely asking him for his General Manager’s contact information, including his email. He told me he didn’t have it and chuckled. What employee does not know the professional contact information of his own boss? When I told him I would need to call back and reach someone who would give me that information, he asked me where I was calling from. He finally gave me his manager‘s email with some reluctance. The evasive behavior and what I believe, lies, of Priority’s employees only reinforces my opinion that they should be avoided at all costs.
It has been 24 days since they claimed my vehicle was fixed, 19 since the issues returned, 10 days with absolutely no follow up from the service manager and 9 days with no word whatsoever from the General Manager, Josh Hernandez, concerning this incident.
I have sought an independent opinion from another respected dealership and subsequent diagnosis of the vehicle and am now forced to advocate for myself. I have meticulously documented pages of the chain of events involved in this, including dates, time stamps, summaries of conversations had with Mr. Cortez, even call durations down to the minute. I will absolutely not accept a $3300 drain on my wallet for a job that wasn’t rendered.
If you have read this far, I would implore you once more: Do NOT step foot in this dealership for a repair job unless you want a shop that throws darts at a problem, hoping one of them sticks. I have heard ‘we stand behind our work’ numerous times since this ordeal began, and they have proven to do anything BUT stand by it. The fact that the General Manager of the dealership has never once bothered to contact me is the height of unprofessionalism.