Being Ignored by Rivian Customer Service

I had my Gen 1 R1T for two years and I loved it. Sadly it had many increasingly serious maintenance issues. One that was a serious safety issue.

I was contacted by a Rivian regional service manager who offered an apology and 500 referral points for the gear shop.

I told him I would consider the offer because I was considering just asking for a buyback. He said no problem and that he would email me so I had a dirext line to him.

He never emailed me and never called me back. This was over 5 months ago now. I have talked to multiple customer service reps who said they would try and ping him and request a call back.

I ended up not going the buyback route and I was polite to him and every Rivian employee I have ever interacted with.

Is there some way I can escalate this? Is there something I am missing?

EDIT: To clarify the service center eventually made all the repairs. This post is about the Rivian person above the service center who promised 500 referral points and then ghosted me.