ComplaintsforM.A.S.S Motors

• Initial Complaint

  06/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I went in 12-20/23 to purchase a truck. I ended up purchasing a 2015 ***** Silverado. I paid ****** cash and another ***** for an extended warranty. 3 days later the coolant Level came on, I topped it with coolant level and it went away, a couple days later it came on again. I made an appointment at the ***** Dealership to have it looked at. It ended up having a blown head gasket as well as power steering going out. The warranty company denied the claim because the truck had modifications on it. I was never told the truck was modified nor was I ever offered an extra layer of coverage that the warranty company offeres to cover repairs on modified cars. I ended up paying another ****** in repairs. They told me I could cancel my warranty and get the full refund of ***** and that they would send me the form to fill out via email. That was back in March of 2024 and I still have no received a refund and it is ***** When my wife called and spoke to the office manager she was not very friendly or understanding at all. She told my wife we should have read the fine print before buying the truck. She also said that because we did not take it to there mechanic that its all on us. When I was never even told of a mechanic that they had or even offered that route. I told them about the issues and they said did not offer services of there own. I would like my refund from the cancelled warranty. Its been over 3 months since I sent the form in.

  

  Business response

  06/04/2024

  Hello, I apologize for any miscommunications that you've had with us. The service contract was cancelled, as you requested, and the refund was issued to the address that was on file, which doesn't match the address you provided through BBB. If you have a mail forward from the address you used when you purchased the truck, the check should still arrive to you. It has not been returned to us. The refund is not for the full amount you paid for the contract because you cancelled it after the 30 day window for a full refund. You purchased it in December 2023 and cancelled it in March 2024. However, it does appear to be for over 90% of the purchase price. The amount is based on the mileage and/or days that the contract has been active; cancellation fees are also applicable. If you have a mail forward or access to mail delivered to your address used at the time of purchase, please let me know, and we can give it a little more time. The check was mailed May 16, 2024. Please let me know how you'd like to proceed. Thank you.

  Customer response

  06/08/2024

  Thank you for getting back to me, the address you had on file was my sisters address and I have confirmed with her that there is mail at her house from Mass Motors. Apparently she forgot to tell me mail has came for me. Thank you 

• Initial Complaint

  05/29/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On January 19th I got into a $32,663.64 2017 Dodge Ram truck payment which required a $4,500 down payment, I had $1,500 and they told me to get a loan that they filled out for the rest of the down payment, to be approved for this 2017 Dodge Ram. Mass Motors salesman ******** falsified the income on the application for the down payment and said I made $7,500 a month when he had my income paystubs which only made $3,000 a month. The 2017 Ram Dodge truck I bought was def removed and had the emissions removed from the vehicle. I had brought back the 2017 Dodge Ram and the dealership was not aware this truck was emissions and def removed.

  

  Business response

  06/08/2024

  You bought a ****** from us in July 2020 and came back in January 2024 and purchased a Ram truck. In April 2024 we received a message from your mother saying there was an issue that needed to be address. We reached out to find out what the issue was. It was explained to us that you no longer needed the truck because you were no longer with your boyfriend and apparently he was the one using the truck. You came to the dealership within the next couple days, with your mother, and we offered options to take the truck back on trade, along with the ******, so that you would only have one vehicle and one payment. You and your mother were very happy with the options and we made a deal with you. After you purchased your new vehicle, the 2020 Corolla, we offered to trade you back into your ****** after you brought up the idea. Ultimately, you decided to keep the Corolla, and everything was fine, until your father found out about it, apparently. He has called us up after the fact on multiple occasions and has blamed us for the whole situation, when in fact all we did was try to help you out of the situation you were put in with your personal life. I am not aware of the details on the truck you had purchased, but you traded it back in and no longer own it, so I'm not sure it's relevant at this point. If you took out a loan to make your down payment, that was your decision. I don't know who entered the information for the loan, but you had to approve and sign off on the application, which you clearly did based on the contract you submitted with this complaint. The income that was submitted wasn't necessarily even required to obtain the "down payment loan", if you had qualifying credit, so again, I don't see how this is relevant. What this seems to all boil down to is that you broke up with your boyfriend, who was apparently driving your truck, you didn't want or need two vehicles, or maybe couldn't afford them, and now you want us to be the scape goat for your decisions and personal issues. We didn't have to take the truck back on trade or help you find a new car that would work for you. We were happy to help, but this seems to be coming back to haunt us at this point, through no fault of our own. Your father is understandably upset at the situation you are going through, and maybe there were some mistakes along the way, such as buying a second vehicle, taking out an additional loan to help pay for it, etc., but that doesn't mean it's reasonable in any way to think we are liable to reimburse you 15+ thousand dollars. You have a good vehicle now with a much more affordable payment, it's unfortunate that you got set back a bit by the situation, but your demands are outrageous, to say the least. We can't unwind a vehicle purchase you made almost two months ago, nor can we just cut you a check for 12k dollars because you're upset that you decided to trade your ****** in. As far as your GAP refund, it was applied toward your new vehicle purchase, as you agreed to. I hope everything works out for you moving forward.

  Customer response

  06/08/2024

   
  Complaint: 21776259
  
  I am rejecting this response because:

  You are wanting to make a point that the whole reason I wanted to return the Ram truck was because of a personal situation, in fact the reason is that I feel like I have been scammed and bamboozled.  Yes, I purchased the Ram truck and kept thinking back to this whole process of the truck purchase and things just don't add up.
  
  *****, I was NOT informed that the Ram truck had no emissions and learned about this when the DEF light was on at the car dealership and an employee in the office gave me money to go get DEF fluid for the emissions.  I went to the store, purchased the fluid came back to the dealership and added the fluid.  All of the fluid leaked all over the ground.  I don't think a car dealership would sell a vehicle without a safety inspecting on a truck with ****** miles.  The dealership and the salesman ******** was obviously aware and knew that the emissions was deleted.
  
  Secondly, I was informed that I needed to apply for a personal loan for a down payment on the truck, I submitted proof of income to ******** the salesman, he is the one that completed the online application and over stated my income, from $3000 to $7500 monthly.  When I pointed that out, he stated that "it doesn't matter something needs to be put in the income amount."  Yes, correct now that I have called the finance company and found out that I will be paying 35% interest rate because it was a loan that isn't based on your income.  I have/had good credit until this transaction and if I would have been informed, I would have went to my bank to get a personal loan at a better interest rate, instead I was steered towards this financial institution that the car dealership uses.
  Instead of the dealership owning that there was a problem with the deal from the start with the purchase of the Ram,I was offered an option to trade in the Ram truck and they would put me in a 2020 ****** Corolla that is way smaller than the ******.  At this time, I was also informed I would have to turn in my ****** with the Ram truck to make any kind of deal.
  
  The ****** Corolla was the only car on the lot that would put me in a payment that I could afford.  Yes, I suggested buying back my ****** but, the dealership stated it would be $15,000,that was not an option since I originally purchased the ****** for $19,000 and put a down payment of $15,000 back in 2020.  Then found out that the ****** sold for $19,000 on the dealership lot and they only gave me $12,000 to which the dealership only put $6500 towards the 2020 ****** Corolla, because the other $6000 was absorbed by the negative equity of the truck that I only had for a few months.  Not to mention I have to continue paying on the personal loan at 35% interest rate.  Yes, I have talked to family including my father that has been in the car dealership business/auto mechanic for over 30 years and what your company has done is absurd.
  
  He called you one time to get some questions answered and then one other time by conference call with myself on the phone, all the finance department wanted to keep saying is that she signed the contract.  I received 11.5% rate for the Ram truck and due to being pushed into using a creditor that the car dealership uses I am being charged 35% rate.  Come to find out that the creditor doesn't require income verification, I would have gone to my own bank and/or somewhere that would have used my income along with my credit to get a better interest rate.  No one can afford 35% interest rate!
  Again, my personal situation has nothing to do with why I wanted to turn the truck back in.  Not being able to pay for a Ram truck at $600 a month with my $3500 a month income is the problem. 
  
  What I am asking for is that all of these transitions be null and void due to being sold a vehicle with the federal emissions being removed and I was not notified.  A car dealership must disclose any modifications to include federal emissions being deleted.
  
  Google:
  Is it illegal for a dealership to sell a vehicle that had emissions removed, do they need to disclose it?
  
  Response 1: Yes, it is because performing an "EGR delete" is illegal in all the States. Response 2: You can demand that the seller take back the truck and return your purchase price. If your demand is refused, you can then file lawsuit against the seller.
  
  What is the penalty for deleting DEF system?
  If you're caught driving a deleted diesel truck, you could face fines of up to $5,000 per non-emissions part! If you own a business selling/installing emissions defeat devices, those fines can increase to seven figures!  Feb 2, 2024
  
  Sincerely,
  
  ***************************

  

  Business response

  06/19/2024

  A response was already provided in our previous reply to address  your *** insurance refund, "It was applied toward your new vehicle purchase, as you agreed to." You can't be refunded money that you already used.
  This complaint is the most convoluted grasp at straws I've ever experienced. You are all over the place. You are demanding $12,000 for a ****** that you traded in, you are demanding $3000 for a loan that YOU took out voluntarily. You are demanding that we "buy back" a truck that you no longer own. You are demanding that we make vehicle deals null and void, including the truck that you no longer own.
  When did you make this grand realization that you had been "scammed and bamboozled"? By all accounts and interactions with you and this situation, it was never when you bought the truck, owned the truck, or traded the truck back in. The first contact we had regarding any "issue" was when your mom called and told us about your personal situation, which I am avoiding discussing in too much detail, due to this information being available to the public through the BBB. We both know what you and your mom told us, and it had nothing to do with us, you purchasing the vehicles, or there being any problem with the vehicles. The less detailed version of what we were told was that your boyfriend was no longer in the picture and apparently he was the one who had been driving the truck, common sense would suggest that if he was driving the truck, that he was also helping to make the payments on it. This seems to be further evident by your statement that you can not afford the truck on your income, yet it was being paid for up until you traded it back in, which was once said boyfriend was out of the picture. Your various statements regarding the truck are contradictory at best, and flat out not true at worst. You are now claiming that you wanted to return it due to "modifications" that had been done to it, yet this was never brought up until after you traded it back in and filed this complaint after your dad found out about the situation. When you came to us asking for assistance, the short version of the story was that your boyfriend wasn't around any longer and you now had no use for it and couldn't afford it on your own. You came in with your mom and looked over options. We made a deal for your new vehicle, the Corolla, and you both were very happy with the outcome. Now that your dad found out, you're claiming we "scammed and bamboozled" you, we "saw you coming from a mile away", and we "took advantage of you". YOU came to us to buy the ****** originally back in 2020,  YOU came to ** to buy a truck in January 2024, YOU came to us asking for assistance to get out of the truck situation, and we have gone above and beyond to be fair with you. If this was a different truck, would the situation be any different? If this truck wasn't "modified" or "deleted", as you claim, would you magically be able to afford the $600 payment? Let's be honest, you would still be in the same situation and have come back asking for the same help. You just think you found a loophole and are now demanding we go back in time and we right a wrong that we have nothing to do with.
  Regarding the personal loan for your down payment, you never "needed" to apply for anything. You were informed that to purchase the truck that you wanted to buy, the bank was requiring you to put down a certain amount of money. We offered an option, but by no means was it your only option. Other options included taking out a personal loan from a place of your chosing, asking family to help out, not buying the truck if you didn't have the money and didn't want to borrow it, among countless other options. You could have even went to any bank of your choosing to obtain your own loan for the entire vehicle purchase, you are not required to use our financing options. We gave options, you accepted the option of your choosing, and you purchased the truck. Repaying those obligations once you agree to them and sign the contracts is your responsibility. 
  "Instead of the dealership owning that there was a problem with the deal from the start with the purchase of the Ram...". There was no problem, as you say. You and your mom came to us with some sob story about your boyfriend leaving and you not being able to pay for the truck and asked what could be done. We don't just take back vehicles months after someone buys them because their life didn't work out as planned. We gave you an option to trade the truck in and purchase a different vehicle, but you didn't have the money to make the deal happen as you wanted, so you decided to trade in your ****** as well to make the numbers work, since you had sufficient equity in the ****** to cover the difference. Even at that point, you were under no obligation to take the deal, no one forced you into it, your mom was even here to look everything over, talk with us, and make sure you got the deal that was best for you. You both thanked us many times for helping out and getting you into a situation that worked for you and left happy.
  How is it not an option to purchase the ****** back for $15,000 because you originally bought it for $19000 and put down $15000? What does the purchase price and your down payment from 2020 have to do with the vehicles value and what we are selling it for today? You traded the ****** back in for an agreed amount, M.A.S.S. Motors then owns the vehicle. You want to purchase the vehicle back, M.A.S.S. Motors asks whatever price is fair for it based on the value of it, and by your own admission, we offered it back to you for $4000 less than we ultimately sold it for. The only thing absurd about this situation are these wild unhinged claims and demands you are making. Honestly, it just seems like you are trying to take advantage of us.
  Whether you took out a personal loan, used our financing, bought a different truck, or anything else, this story and complaint from you doesn't change. Do you want to know why? Because this story and situation only exists because of your ex-boyfriend. If not for him, you wouldn't have bought the truck. If not for him leaving, you would still have the truck. If not for him, you would've never come back asking for our help to get out of your situation with the truck. If not for him, you would simply still be driving the ****** that you bought from us back in 2020 and we would've never heard from you again. And the truck itself doesn't matter. Any other truck or vehicle would've ended up with you in the same situation. If it was an F-150 instead of the Ram, you apparently still couldn't afford the payment. If it was a ******** with a $600 payment, you apparently couldn't have afforded it. The vehicle doesn't change the result, and YOU DON'T OWN THE *** ANYMORE, so the issue is moot.
  The bottom line is, we are not paying off a personal loan that you took out, we are not giving you a check for $12,000 for the ****** that you traded in and were already compensated for, we are not giving you $955 for the *** policy that was already credited to your new vehicle purchase, and we are not going to build a time machine to go back and make your decisions and vehicle purchases disappear. You are an adult and you made your own choices, you will need to learn to live with them.

• Initial Complaint

  05/20/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  We bought the truck late 03/26/2024. The truck total price with all financing and extended warranty is $42,000. They have not followed through on what they said they would do to fix things that happened within the first week or existing things when I purchased the truck. I had reached out to them about a crack in the front headlight (we noticed the 2nd day after we took it into the carwash, the sensor was stating the light was out and its not, its a crack in the lense), side tool box doesn't lock, driver side front shock, and the stereo shorts, and possible transmission slipping. We had stopped into the business once, and called them twice before getting the number to the correct person. The service coordinator ***** was VERY rude to my wife and had asked her "when the collision happened?" We had no idea what she was talking about, she then stated that ******* (employee) stated that my wife called and asked about an "accident" so they didn't want to fix the front headlight. This was completely false, we have full coverage insurance if the damage was our fault we would have just filed the claim with our insurance. They said they were going to schedule the repairs and it has now been a month, we contacted ***** 04/25/2024. All I am wanting is the 5 things looked at that they said they would do. They have not followed through with anything they said they would nor even tried to call me and let me know what is going on! This is the most expensive truck I have ever had and I just want it to be as nice as the price I am paying for it!

  

  Business response

  05/24/2024

  Per our records, we spoke with your wife and we were told that you had been in an accident with the truck, that's why you were asked about it when we spoke with you. Regardless, we attempted to assist you with repairing the items you were concerned about. Everything cannot be fixed for free, but we did provide a drastically reduced quote for parts and repairs, out of good faith, to try to help you out with the things we couldn't cover ourselves. We have all customers sign a "we owe" at the time of purchase to spell out anything that *** be owed to the customer at the time of sale, which can included parts or repairs, or anything else agreed to at the time of sale. According to the form you signed, we had not agreed to anything at the time of sale, the truck was purchase "as-is". With that being said, we do care about our customer, their experience when purchasing from us, as well as the product that we sell. We make every effort, prior to and after the sale, when possible, to make sure everything is up to our customer's expectations. We regularly take care of issues after the sale to keep our customers satisfied, even though we have zero obligation to, but it always has to be on a case by case basis, based on the circumstances, of course. After several attempts to make reasonable accommodations to help you with your concerns, as well as not hearing back from you or your wife in regards to our offers, we received VERY rude and inappropriate voicemails from you, which included threats to take legal action against us. This is when we ceased communications with you and your wife. This is not the experience or outcome we ever hope for, but unfortunately sometimes it ends up this way. At this point, with what has transpired, we were no longer planning to assist in this matter, as the vehicle was purchased "as-is" with no agreement of any repairs or anything being owed to you after the sale. This decision was based on your actions towards us, not because of our unwillingness to help. Ultimately, we would still like to find a solution and make you happy with your purchase, but you yelling and threatening us isn't going to help make that a reality. If you have a realistic and reasonable proposal to help resolve this situation, we are happy to listen, and see if we can provide assistance. Thank you.

• Initial Complaint

  05/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Mass motors sold me a car with a bad transmission in which was not mentioned, and they said they would fix it and its been sitting for almost a month and a half with them and every day they say its going to be done and Im getting of early every time from work to pick it up and it turns out is not ready and its been like that for the whole time, and now is starting to compromise my job I cant keep leaving every day early for it not even be done or not even have a phone call.

  Customer response

  05/10/2024

  I got it resolved with them and I would like to cancel the submission of the complaint

• Initial Complaint

  11/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  SKETCHY BUSINESS!!Went to go look at a truck and was 95% sure was gonna buy the truck. Until they did THREE credit pulls without consent or ** saying we were wanting to move past the test drive. They said it was a "client survey" then they knew about our previous loans. I never signed a form to pull credit or asked me if I wanted to. They knew nothing about the truck so we had ************ hook up a vehicle computer to it.The previous owner didn't do a full delete the def in the truck. It's gonna cost around 6 grand to fix the half done job that can damage the truck. 2015 **** high country bronze with move bumpers on front and rear.Don't buy unless you're gonna pay the 6 grand on top of the ****** for a truck with ******* on it already half the plugs in the truck don't work.

  

  Business response

  11/27/2023

  That's a cool story. You are claiming that we provided a "customer survey", which we don't even do here, and it asked for all the info we needed to pull your credit, including your social security number, birth date, etc. You then provided all of that personal information on this "customer survey" and we used it to pull your credit? Maybe you filled something out called a credit application, which gives authorization to pull your credit? Sound more likely?

  The truth of the matter is that you wanted to purchase the truck, then changed your mind when you couldn't get what you wanted. You then claimed there was 6k in repairs, but supposedly you would still buy the truck you claimed was "over priced" and needed significant repairs. Hopefully you went and bought the Ram that you used as "proof" that our ***** was overpriced.

  We appreciate you choosing to take your business elsewhere. Have a great day!

  Customer response

  11/27/2023

   
  Complaint: 20920752
  
  I am rejecting this response because:

  we never discussed me buying the truck yet as I said I needed to think and plan things over. Never truly discussed price before pulling credit. There was not a legitimate business need yet to pull credit as I was in a rush to leave and think it over. I was never asked about pulling my credit by the sales man or manager. They implied I was just going to buy the truck. 

  Under the federal Fair Credit Reporting Act, a car dealer must always get your permission to look at your credit report. He or she can get that permission in writingwhen you sign a release or a loan applicationor by implication, without your signature, if there is a "legitimate business need." 
  What does that mean? According to the **** simply shopping around, checking deals, and even taking test drives does not constitute a legitimate business need by itself. Rather, it's only when you've gone further along into an obvious purchase transaction that your actions qualify as business that possibly involves a need to check your credit, according to a 1998 FTC staff opinion letter. 
  "Only in those circumstances where it is clear both to the consumer and to the dealer that the consumer is actually initiating the purchase or lease of a specific vehicle and, in addition, the dealer has a legitimate business need for consumer report information may the dealer obtain a report without written permission," 
  
  Sincerely,
  
  ***************************

  

  Business response

  12/01/2023

  I'm not sure what the misunderstanding is about, but it was the understanding of the manager and the sales rep that you were requesting to move forward with the vehicle purchase process. This is why a credit application was filled out and all the information was obtained to run your credit. Regardless of how it came to be, please understand that we have no interest in running your credit or anyone else's unless we are proceeding to the point of selling a vehicle. There is nothing in it for us to run someone's credit, we get nothing from it. There was no malicious intent in running your credit, it was simply done to move forward with your purchase of a vehicle, or so we thought at the time. I will look into remedies to have the inquiry removed from your credit file. You can also file a dispute with the credit bureau regarding the inquiry and have it removed that way as well. Like I said, we have no interest in having an inquiry on your file except for the purpose of conducting a vehicle sale. Please let us know if we can assist with anything further. 

• Initial Complaint

  02/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On July 15,2021, I purchased a car from Mass Motors with MULTIPLE assurances from the salesman,********, The finance manager *****, the General Manager,Joey, and the current GM ****** that their company would pay for any cost related to a backfiring in the exhaust due to speed car modifications from the previous owner to restore the car to stock model. After several voicemails,text messages and phone calls, the majority of which I had to repeatedly show that I had proof of their We Owe promise since my information seemed to disappear every time I spoke to someone new, the vehicle remains in speed modifications and Mass Motors has failed to follow through on their deal.

  Customer response

  02/11/2022

  I was your concerned that I advised the sales rep backfiring a vehicle thinking it was the spark pugs. No we owe i do how ever have a vie mail stating they would fix the car from finance rep

  Customer response

  02/14/2022

  I have a voice mail not we owe from mass motors . 

  

  Business response

  02/15/2022

  There was nothing noted at the time of sale that anything was wrong or was owed to this customer. There is a signed copy of the "we owe" form showing nothing is due to this customer. There may have been a verbal discussion involving a concern after the sale, but the employees she is referring too don't work here any longer or there is no way to verify what is being claimed. However, we have attempted to make contact with this customer so we can try to address the concern. Please contact us directly for further assistance.

  Customer response

  02/15/2022

   
  Complaint: 16737486
  
  I am rejecting this response because: The employee that I am referring to is still employed at M.A.S.S. Motors ******** the salesman. The one and only time that I test drove the ** around the block I told him about the backfiring he said it was probably sparks plugs and he would have the shop call me within the week. Hes also who iMessage as I was pulling off the lot to remove the extended warranty again assured me to be taken care of and I did not have to come in and re-sign paperwork. you are correct ********************* **** and both of the shop managers no longer employed with M.A.S.S. Motors and I even spoke with ****** the owner same Answer from everyone Let me look and do it we will get it will get it taken care of for you and we will call you right back Yesterday after you received the complaint I finally received a phone call from ****** explained everything to her sent her tYesterday after you received the complaint I finally received a phone call from ****** explained everything to her sent her the voicemail and told about the insurance my paperwork was not turned in therefore I was added to my loan they said the warranty was not removed and Im still fighting to get that taken off however her employees choose to tell me that I have to shut up and listen to them because theyre going to hang up on me which they do. Ive never received a phone call back from M.A.S.S. Motors I was offered a job at the shop to be a runner for $20 hour from M.A.S.S. Motors. I do get offered phone numbers I car somewhere els

  
  Sincerely,
  
  *************************

   

• Initial Complaint

  02/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In June 2021 my *********** purchased a vehicle from M.AS.S Motors. Through the process of buying the vehicle we were assured that the vehicle had gone through a lengthy inspection process & that there were absolutely no issues. Within a few days of bringing of vehicle home check engine light comes on, vehicle goes into their shop to have issue resolved. In July 2021 we head out of town for our family vacation, vehicle breaks down in a Hermmiston OR, transmission issues. Leaving us to rent a car & also pay out of pocket to fix transmission, $1100 so that we can actually get the vehicle back to our home. Vehicle again has check engine light on & goes back to repair shop multiple time for same issue that never gets properly diagnosed or fixed. Serpentine belt issues, gasket issues, wiring issues, one thing after anotherOctober 2021 vehicle once again taken in to have a gasket replaced, its determined that engine needs some attention, we were first told we needed a whole new engine. Turns out only cylinder heads need replaced. Great we have a warranty, shop didnt get that process started until late December. My vehicle has since been sitting in their shop since October, taken apart with very minimal communication or urgency to complete work. No records have been kept on what has actually been done with my vehicle as far as repairs. & to make matters worse Im still paying a very expensive car note monthly for a vehicle I cant even use. Managers refuse to return my many many phone calls, i have on several occasions had to physically go to the business to get any type of information regarding my vehicle. I am a mother of three & this vehicle was bought so that I can comfortably transport my family. I am beyond unhappy & have tried to get resolution for many months. This has caused my family unneeded stress & inconvenienced us in more ways then those states above. My family should have never been sold this vehicle with these issues.

  

  Business response

  02/14/2022

  There were some delays in repairing this vehicle due to unforeseen circumstances, as well as delays in receiving parts needed to complete the repairs. We do apologize for these issues. The vehicle has been repaired at this point and barring any additional unknown issues, this vehicle should be ready for pick up as early as today. Please contact us if there are any additional concerns. 

  Customer response

  02/14/2022

   
  Complaint: 16730540
  
  I am rejecting this response because: I feel this is yet again just another excuse for the very poor communication, customer service & lack of concern for my time & thousands of dollars invested into a vehicle that was sold to me with issues. This Vehicle should have NEVER been sold to my family. We were lied to & taken advantage of for months & your very short response shows complete & total disregard to all the issues we have run into with this very shotty run business if that what you want to call it.  

  
  Sincerely,
  
  *******************************

• Initial Complaint

  01/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a 2012 **** Edge from mass motors, back in November 2021. When I took the car for a test drive I checked everything out and noticed the sunroof wasnt latched down all the way or something. I got back to the dealership and told the salesmen something was wrong with it, he assured me that it would get fixed, his gm asked how I liked the car and again I informed him of the sunroof, had the car for a week and a half and the sun roof blew out of my car. Never heard anything from the dealership every time I called them before hand they dodged my calls, than after finally speaking with the gm 2 weeks after the fact he told me he isnt fixing anything than tells my fianc that he was in aware of the situation. Long story short I am now stuck paying on a car with no sunroof because nobody is able to fix it and the one person that can fix it is going to cost most of what I got the car for, so yea if you want to get screwed go to mass motors. Theyre crooks and like to take advantage of people.

  

  Business response

  01/19/2022

  This complaint is highly inaccurate. This customer did purchase a vehicle from **********************. ********************** and did contact us within a couple weeks after purchase claiming the sunroof spontaneously flew out of the vehicle she bought. No one ever dodged her calls. What happened is that the customer took the vehicle to the local **** dealership, got an outrageous quote for a repair of the sunroof and demanded we pay the **** without allowing us to even see the vehicle or verify what the issue was. We informed the customer that we will not just pay an invoice that a customer brings us without being able to verify what happened or what caused an issue. M.A.S.S. Motors has it's own full service repair shop. We simply asked the customer to bring the vehicle to our shop so we could inspect it and try to assist with the repair. The customer initially refused and just demanded that we blindly pay a repair **** she claims we are responsible for. The truth of the matter is that the customer purchased the vehicle "as-is" and also signed a "we owe" form at the time of sale stating that nothing, including any repairs were owed to her. If there is a issue that needs to be address at the time of sale it is put on the "we owe" form and is scheduled to be address. Even so, we did offer to have our shop take a look and assist if possible with repairs. After the customer agreed and brought the vehicle to our shop, it was determined that the sunroof had been tampered with and was physically broken by someone. There was no evidence of the sunroof just flying out of the car spontaneously. This, combined with the fact that there is no record of anything being noted at the time of sale regarding an issue with the sunroof, suggests that this damage was caused after the sale. Our vehicles are also inspected by our shop prior to being sold and no record of this damage was noted at that time either. We still offered to assist with labor costs for the repairs to help the customer, but this offer was refused.    

  Customer response

  01/19/2022

   
  Complaint: 16481503
  
  I am rejecting this response because:
  I talked to the gm after my test drive and made sure he was aware of something being wrong with the sunroof, he told me that he will note it in his stuff. I also informed the salesman of it and he said he will not it in his stuff, when I was signing the papers I informed the salesman that it was not in the paperwork and I wasnt signing until it was he assured me that it would get fixed so me being the trusting person I am took his word for it. When I came back to the dealership the next day I asked both of them about the sunroof and if it was going to get fixed and they both assured me that it would get scheduled to get fixed and they would let me know, every time I tried calling the dealership nether of them was available to take my call and that they would call me back when they had the time. A week and a half after driving the car I was on my way to drop my two kids off at school and the sunroof literally flew off my car, I called the dealership and let them know what happened and they kept giving me the run around, after a week of them giving me the run around and telling me that they wasnt going to do anything about it. I went through my insurance company to get it repaired, they told me to take it to the **** dealership repair shop so thats where I brought it. The **** dealership informed me that it looked like the sunroof was replaced but it was not attached properly and thats what caused it to fly off my car, I called mass motors again to let them know and to see what we could arrange, the gm told me that they are not responsible for it and because I took it to another shop theyre not going to touch it, I said fine what if I bring it to your shop and have your tech look at it? He said he cant go get it because theyre short staffed, I said Ill bring it over there. I brought it over there to their shop and talked to the manager at the shop and let him know what happened and he informed me that he wasnt sure if the car had even went through the shop and got inspected yet. A few days later I called the shop to get a update, and he informed me that the tech that did the inspection on the car doesnt work there anymore and he said that he just marked everything worked, I asked him why the sunroof just flew off my car while I was going down the road and he said the same thing the **** shop told me, it looked like it was replaced but wasnt properly attached. He said he sent over an invoice to mass Motors for repairs and they denied the request, I told the manager to send me an invoice and I will just pay it myself and move on. He sent me an invoice and everything and I agreed for them to do the work, I called to get an update because I hadnt heard anything in a week or so and I was told that that manager no longer works at the shop that he was let go, ok whatever are yall gonna fix my car or not? He said that there was more wrong with it than what they initially thought so they would have to get more parts to fix it, another week or two goes by with no word from the shop I finally get in touch with them and they tell me that its going to cost $6,500 to get my sunroof fixed, Im the mean time I have gotten in touch with other shops that said they could possibly help, so I went and got my car because its already been two months of me not having my car. Now after having the car at 6 different shops nobody is able to fix it without it costing more than the car is worth. 
  Sincerely,
  
  *************************

• Initial Complaint

  10/18/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I purchased a vehicle from mass motors from there website. The advertised truck was a 2014 Chevrolet **** Silverado Crewcab LTZ Z71. The truck is not a Z71 and does not have any of the options included with ZR1 package. Vehicle had no floor mats as advertised,no power sliding rear window, suspension and tire/wheel package is no z71 style,air conditioner condenser is broken. Truck is missing bedcaps which dealership said they'd replace. The people at Mass Motors are derelics and just talk in circles. Issue 2 Was charged ***** for a warranty that I've not seen any documents on and called the company and they had no knowledge of any extended warranty policy. Called and same they are incapable of accountability. Response is let me talk to my gm and I call you back.

  

  Business response

  10/26/2021

  There is no record of this individual ever purchasing a vehicle from us. I don't know who this is or what vehicle they supposedly bought, we have sold many 2014 Silverado's. If they can provide more information, such as a VIN we could look into the matter. Or if the vehicle was purchased by someone else, please provide the correct name so we can find it. Thank you. 

• Initial Complaint

  08/25/2021

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  This dealership ran my credit card from a picture my boyfriend had of my credit card without my authorization. ******************* was deceptive in his explanation and had me sign a contract when he knew we were intoxicated. ******************* brought over "Celebration drinks" when i was already intoxicated. I asked him for the paperwork to understand what I signed and he ran away with the documents. ******************* and *********************** clearly knew intoxicated and when i signed the contract, i called them both 20 minutes later to explain that I was not in my right mind to sign any agreement and now they are threatening me. MASS motors has a history of coercion because they target the less fortunate with their targeted marketing of "bad credit"

  

  Business response

  08/26/2021

  This claim is completely false. The customer purchased the vehicle and after everything was signed and the deal was done she apparently changed her mind and started making up all sorts of ridiculous claims to try to get out of her vehicle purchase. No payment was processed using a photo of her credit card. The customer made the payment and authorized it on the phone herself. The customer signed all the paperwork to purchase the vehicle without any indication or evidence of her being intoxicated. This simply seems to be a case of "buyers remorse" and far fetched claims to try to return the vehicle she purchased. Not to mention the fact that the story she is giving changes every time she contacts us. When one story or claim doesn't get her what she wants, she adds more to it or changes it and tries again. There is no "cooling off period" or returns on vehicles. 

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