ComplaintsforMotor Werks Partners L.P.

• Initial Complaint

  08/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Here's the updated summary for the form:---**Date of the Transaction:**- March 28th, 2024 (Purchase Date)**Amount Paid:** $28,645.78 - Specify the total amount paid if known, or indicate that this was the purchase of a Cadillac CT4.*What the Business Committed to Provide You:*- The business committed to providing a functioning 2020 Cadillac CT4 in safe, reliable condition. The vehicle was sold with various warranties and assurances of quality, particularly important given that I rely on it for the safety of myself and my children.*Nature of the Dispute:*- Since purchasing the vehicle, I have encountered significant and repeated issues with water leaks causing damage inside the vehicle, which have not been resolved despite multiple attempts by MotorWorks Cadillac. These issues have persisted from June 26th, 2024 to the present date (August 8th, 2024). The vehicle has been in for service multiple times (June 26th-July 11th, July 22nd-July 29th) with no resolution. As of August 5th, 2024, my vehicle is in their service department. Additionally, I have experienced issues with the vehicle's electrical system and window motors due to water damage, causing significant safety concerns and financial stress.*Whether the Business has Tried to Resolve the Problem:*- While the dealership has attempted to fix the issues, the problems have not been resolved despite their efforts. The vehicle remains unsafe, and I am not confident in the repairs. Communication has been confusing, and promises about warranty coverage have been inconsistent. *Additional Information:*- Despite multiple requests, my concerns are not being taken seriously. I feel as though I am being dismissed, particularly as a young Hispanic woman, and this adds to my frustration. I am simply asking for a safe and reliable vehicle or a suitable resolution, such as a buyback or replacement.

  Business response

  08/20/2024

  This correspondence is in response to   CASE ID of ********

  As per the repair orders supplied by ********, as a company we have repaired the issues and they were covered at no cost under warranty. the leaking that she is referring to now we have been unable to duplicate. we water tested the car by using a high pressure hose as well as bringing i through a car wash multiple times. the vehicle was owned for 90 days prior to any issues. Messages have been left for ******************* to let her know the vehicle is finished. we are unable to give a refund for the vehicle. I am happy to assist her to trade it in and give a reasonable trade in value. if there are any further concerns, i can be reached on my cell phone at ************

  Sincerely,

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

  Customer response

  08/20/2024

   
  Complaint: 22112090
  
  I am rejecting this response because:

  Firstly, I have not spoken with **** throughout this entire process, and I only received a call from **** today, August 20th. As I advised ************************* previously, I prefer email communication for updates. This request was made to avoid any further miscommunication or misinformation.
  
  While I understand that the vehicle was owned for 90 days, it is important to note that it has been in Motor Werks Cadillac possession for 30 of those days due to the ongoing issues and repairs. Given the circumstances and the time the vehicle has been out of my use, I am requesting the following to resolve this issue:
  
  1. An extension of the current warranty, beyond the additional year previously offered, to provide adequate coverage for any future issues.

  2. Reimbursement of the vehicle payment for the 30 days the car was in their possession for repairs.
  
  I believe these steps would be a fair resolution given the inconvenience and the recurring issues with the vehicle. I would appreciate it if you could confirm these requests via email at your earliest convenience.
  
  Thank you for your attention to this matter. I look forward to your prompt response.
  
  Best regards,  
  *******************************  
  **************

  Business response

  08/27/2024

  Good afternoon,

  In response to the ongoing case, we would like to do an extension of customers vehicle warranty for an additional 4 years expiring in 2028 or up to ******* miles which ever may come first. Additionally, we will reimburse the customer for 1 vehicle payment as requested. 

  Thank you.

  Customer response

  08/28/2024

   
  Complaint: 22112090
  
  I am rejecting this response because:

  On August 23rd, despite being informed that my vehicle was repaired and ready for pickup, it suffered significant water damage. This is the fourth time I have experienced water leakage issues with this vehicle, which clearly demonstrates that the underlying problem has not been resolved. Given this history of unresolved issues, I have no confidence in the reliability of this vehicle moving forward.
  
  In light of these concerns, I am no longer willing to accept the four-year warranty that was offered. Instead, I am requesting that Motor Werks Cadillac buy back the vehicle. Additionally, I am seeking a $6,000 refund for the 2011 SRX Cadillac that was taken as my down payment when I purchased this vehicle.
  
  I have also experienced a lack of respect and inadequate communication from the dealerships management, particularly from Manager **** and Service Manager *****. These interactions, combined with the repeated vehicle issues, have made my experience with Motor Werks Cadillac incredibly frustrating and stressful. I no longer wish to have any dealings with this dealership.
  
  Given the persistent issues and the poor service I have received, I believe a buyback of the vehicle along with the refund of my down payment is a fair and reasonable resolution.

  Thank you for your attention to this matter.

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

• Initial Complaint

  03/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Purchased a 2024 Honda Pilot on 1/17/24. I noticed that the vehicle wobbled on the highway and brought my vehicle in to be serviced. The service manager said there is nothing he can do and to expect all SUVs to perform poorly and feel unstable on highways. I told him I would be leaving my vehicle regardless because the windshield needs to be replaced due to manufacturer defect. I was informed the next day that my car needed an alignment! I called to ask the assistant mgr why my new car would possibly need an alignment! He insisted that I must have hit a pothole. I know for a fact that I had not. I was also told that they could not duplicate the wobble/rocking on the highway. This further proves that my familys safety is not a priority because my vehicle was never taken onto the highway according to the mileage. I brought the vehicle in at ***** miles and checked it after they drove it on the highway, and after checking my app, it showed ***** miles. My car has been at the dealership since 3/4/24, and I called to ask when the windshield was arriving. I was given an ETA of 4-18-24! I am asking for a full refund at this point. My vehicle is completely paid for and I do not have it in my possession.

  Business response

  03/25/2024

  The vehicle in this complaint is a brand nonda. The vehicle was brought in by the customer of a complaint on wobbling. The service department could not find anything wrong with the vehicle. While in service they did notice an issue with the windshield. The customer was give a loaner vehicle since the wind shield is currently on back order. The customer was given an Odyssey to drive  The customer was not happy and wanted a Pilot. We accommodated the request to now only have her stating that the vehicle wobbles as well. We are doing our best to accommodate the customer while the windshield is on order. There are no findings of any issues or defects with her new vehicle she purchased.. This vehicle does not qualify for any manufacturer return. 

• Initial Complaint

  03/14/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On November 21, 2023, I emailed ****** with Infiniti letting him know I had contacted ********, the Slaes Girl, and told them I wanted to cancel my warranty. She said I could still do it and. The following day, I received a response from ******** stating they could not cancel it for 30 days after the initial purchase. On Dec. 30, I sent another message stating my account does not reflect a change for teh cancellation of the Extended Warranty. Then, on January 2nd, they responded they were going to work on canceling my warranty. On January 4th, I received another message from ****** asking if I refinanced my vehicle or paid off my loan because their cancellations ***** wanted him to inform me if my vehcile had not been paid off then they would have to issue the refund check to the lienholder. I was told I would not be getting a receipt so I watched my account waiting for an adjustment of sorts. Today, March 14, I received another text from ****** with Infiniti that he received an email from their cancellations ***** regarding my Warranty Refund. Apparently, my check was to Infiniti ********* but the check was returned due to no account found in the system I sent my account number in immediately. I received yet another response that my account number is 17 numbers lonh and that ******** manager said I would have to call Infiniti ********* Services to get my full account number and once I receive the full account number to email it to the cancellation department.

  Business response

  03/25/2024

  As a dealership we handled the request for cancellation. Since there is a lien holder. All refunds are sent to the lien holder, This would be INFINITI for this customer. The refund was sent and returned to the ***************** stating incorrect account number. We have been advised that they are working with the lien holder and insurance company to resolve the issue.

  Customer response

  03/26/2024

   
  Complaint: 21435481
  
  I am rejecting this response because I want to see the warranty canceled and the money applied to my account.
  
  Sincerely,
  
  *********************

  Business response

  04/30/2024

  Good Morning,

  We sent the check via Express/Certified mail the address we use is.
  **************************************
  we have resent this again.

  
  Thank you all for your help.

• Initial Complaint

  02/20/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased GAP insurance from Motor Werks of Barrington when I purchased my 2018 Honda Civic on October 2020. I paid off my Honda Civic the following year December 8, 2021. I submitted a cancellation notice and proof of completion of payments on December 18, 2023. At the time I submitted the cancellation I was told it would *********** weeks for my refund to be issued. It has now been more than 8 weeks and I have yet to receive my refund.

  Business response

  03/08/2024

  The ************* is not held by the dealership. We do assist customers in cancelling the insurance. 

  customer should contact the information provided in the cancellation letter for Gap. 

• Initial Complaint

  11/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I agreed to lease a **** Cadillac Lyriq for the sticker price. At the signing of the paperwork I noticed the dealer added $3,475 for Tire, Wheel and Appearance protection. I was never asked if I wanted these dealer pack add on or even knew they existed. When i stated I didn't want them I was told it was mandatory by Cadillac, which it isn't. Had these charges been divulged in advance I would have gone elsewhere to get the car.

  Business response

  11/30/2023

  The customer has been to our ********************** dealership to handle the refund of the charges for the products. This has been resolved with our Finance manager and the customer. 

• Initial Complaint

  09/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The cruise control on my 2019 Porsche Cayenne has not worked in over 12 months. Everytime I turn on the car, it has an error symbol informing me the cruise control doesn't work. I paid $90k+ plus for this car, but it's cruise control doesn't work. Motorwerks service department has tried to fix this problem on 3 different service appointments, but they have no idea how to fix the problem, Porsche has no idea how to fix this problem, both the dealership and Porsche are equally ignorant and have showed to me they could care less about resolving this problem with this defective vehicle.

  Business response

  09/15/2023

  The 2019 Cayenne was brought into our service department on 12/19/2022, 2/16/2022, 5/16/2023. We were not able to identify a solution for this issue. After our investigation we do see that the vehicle was taken to another Porsche dealership. We do not know what was addressed or if a solution was found. This vehicle is currently owner and for sale at ******************. The customer no longer has ownership of the vehicle and we can no longer address the issue. ************************ Porsche doesn't compensate for time or inconvenience. Since the customer no longer owns the vehicle there is no resolution to be offered.

  Customer response

  09/18/2023

   
  Complaint: 20567365
  
  I am rejecting this response because this inept dealership had multiple opportunities to fix this problem. For close to 1 year, I had no use of the Cruise Control in my vehicle. I am definitely entitled for compensation for all the inconvenience I endured from your dealership and Porsche for a vehicle that was under both under factory & extended warranties that your inept service department and Porsche would not fix, leaving me with a vehicle with no use of Cruise Control for close to a year. Your dealership and Porsche should be ashamed of both your conduct & method of handling this very unfortunate matter.
  
  Sincerely,
  
  ***************************

  Business response

  09/26/2023

  I spoke with our service manager and he advised that you need to contact Porsche for reimbursement. We understand your frustration in the situation, but you need to contact 1800porsche

  Customer response

  09/26/2023

   
  Complaint: 20567365
  
  I am rejecting this response because Ive contacted Porsche and they have stated they are gathering information from this horrible dealership. As a result, Porsche has yet to respond with an offer since this dealership is providing them inaccurate data relating to this situation. This resolution needs to occur ASAP.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  07/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I refused to purchase a 2023 Porsche Cayenne on order with Porsche Barrington. The *** *******************, threatened to register and title the car in my name without my consent which would result in taxes and a title being issued in my name. This is a vehicle that has never left Porsche Barrington's possession. The Buyer's Order they had me sign as part of the pre-purchase addresses the terms should I refuse delivery or choose not to purchase the vehicle.According to the terms of the Standard Buyer's Order, it states that if a customer refuses to accept delivery two things happen:1. The dealer must return any vehicle traded in back to the customer. If they have sold the trade in, the dealer must provide those funds to the customer. In this case they have not yet sold my trade in.2. The dealer can withhold any cash deposit as liquidated damages. In this scenario there was no cash deposit.I have sent numerous emails to the dealer stating I do not wish to purchase the car. I have also sent via ***** a paper copy stating my refusal. I can't get the *** *******************, to respond and confirm when I can pick up my traded in vehicle or whether he wants to just pay me out for the agreed upon trade in value.

• Initial Complaint

  07/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had an appointment for my 2012 *** 328xi to be inspected for a problem in regard to the 12 year perforation (rust/corrosion) warranty. While he did not identify himself as such, the service manager *********************** inspected the car. His tactics were to be repeatedly dishonest with me. At first saying "It has definitely been repainted". I said no, it's all original paint and proceeded to check the paint thickness of the car with a paint meter right in front of him. All consistent/oem thickness, color, finish. No overspray, no paint edge, absolutely 100% original paint. He then leans over and with a big grin says "oh oh! here's the nail in your coffin!!" while pointing to a tiny surface imperfection in the paint, stating it was a fisheye. After explaining to him what a fisheye was, and that it would be in the form of a crater, he agreed and stated it was in fact not a fisheye. I said to him, you are pointing out tiny imperfections in the paint which I can show you on brand new cars on your sales floor. He agreed. Why then is my car held to a higher standard than a brand new one?Finally he stated that it -must- have a hole in the panel for it to be considered perforation. I told him there is no such verbiage in the *** warranty booklet, it states corrosion starting on the inside of a panel making it's way to the outside of a panel. A week later he states that repairs were denied by *** NA. I requested he email me a repair order/invoice stating the reason and received no further response. *** NA customer service, while initially having no record of it submitted told me reason it was denied by **** was it was not brought in early enough and it could have been identified earlier. Quite a paradox. If it's not rusted enough to be considered perforation, it is not covered but if you bring it in when it's considered perforation it wasn't identified early enough. By that standard, the perforation warranty doesn't exist at all.

  Business response

  07/12/2023

  Decisions are made by the *** corporate office. As an authorized *** dealership it is our responsibility to contact the warranty company inquiring covered repairs. We provide the necessary information and ***NA has the final say. Our service manager did check the paint with an authorized paint meter and there was inconsistencies in the paint that the meter had shown. While the consumer may disagree with our service managers findings. We as a *** dealership hold ourselves to the highest standards of transparency, and complete honesty. The vehicle simply did not pass standards for warranty coverage. The consumer is welcomed to get a second opinion from any other *** certified dealership.

  Customer response

  07/14/2023

   
  Complaint: 20282214
  
  I am rejecting this response because:

   

  The "authorized paint gauge" was mine, I brought it with.  The paint is original thickness and has a variance of one half mil, or ***** inch, or -half- the thickness of a human hair. 

   

  That's not an inconsistency, it's confirmation of original paint. 

   

  BMW North America stated to me the dealer rejected it and did not submit it to them for reasons previously stated.

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

  Business response

  07/20/2023

  If the consumer rejects our findings they are more than welcome to take their vehicle to a different *** dealership for a second opinion. We stand behind our service managers findings and recommendations to ***NA.

  Customer response

  07/21/2023

   
  Complaint: 20282214
  
  I am rejecting this response because:

   

  Yes I understand I can take it to another *** dealer. Not likely to result in anything different now that it's in ***'s system as being rejected by your dealership for no logical reason.
  
  Sincerely,
  
  *********************

• Initial Complaint

  06/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Absolutely terrible experience. Today I finally decided to give *** of Barrington my business. Before arriving at the dealer I spoke with the Finance Manager which is *******. I let ******* know that Im only interested in doing a business application and I did not want my personal credit report impacted. I was assured they would be able to move forward with my application in strictly my business name. So after driving 55 minutes to this dealer I spoke with the sales rep ***** & the Finance Manager ******* and I explained that I did not want any personal impact if I were to purchase the vehicle today. Once again they both assured me they could fulfill my wishes and I continued to complete the application. I notice that there is an area on the application to list your SSN and I explained to the both of them that Im well aware of what it means to PG a auto loan under a business and I did not want to provide my SSN for that reason. *************** then told me there is not impact they would just need my SSN to verify iam the owner of the business well sadly they both lied to me. About 4 hours later I get an alert from my credit monitoring app letting me know that my Transunion score was pulled & impacted. As you can imagine I was deeply disappointed especially after getting 2 answers from what I wouldve thought would be 2 hardworking- honest employees. After realizing the inquiry had hit my report I quickly ask ***** to grab his finance manager which I thought was *******. Well apparently that wasnt true. The actual finance manager is **************************** didnt come in to about 11 AM. I arrived at the dealer at 10 AM and they sent this imposter. *** comes over to tell me that Yesinia is in fact NOT the finance manger but the Sales Manager and every vehicle that they sell must require a PG for a business loan. If I had known that I certainly would not have driven 55 minutes to this dealer to get the run around.

  Business response

  06/23/2023

  *********************** is going to contact customer to work through the desired settlement

• Initial Complaint

  03/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am contacting you again on behalf of my father in law Mr. ************************** At this point the car he purchased on February 17th 2023 has been in repair longer than he has been able to drive it. We have called over 10 times and left several voice mails with out any response. Since our purchase this process has not been transparent in any way. We chose buying a pre-owned vehicle from MotorWerks Barrington because of the level of transparency and trust we thought we would receive as apart of the buying and ownership process. This has been a complete disaster in the customer experience we expected for **************. He is 79 years old and need this car to go to and from his Dr. ************* several have had to be missed or rearranged including me taking off work to take him. He also received a call from someone on the staff of accusing him of doing something to the car. I am concerned that someone would accuse a 79-year-old man of doing anything to a car that had just been returned to you once for repair. At this point we are concerned that once this latest repair is finished the car may not be worth it and we want assurance that this will be a safe and mechanically sound vehicle for ************* with a level of trust we expect from Motor Works. Its been since early last week since you took the car back for repair and still no response or update. No loaner car was provided nor any ETA on when the repaired car will be returned. We need to ensure we have been getting a car we can trust in or terminate this purchase. Lastly I included the letter provided calling out the issues on date of purchase. This was sent weeks ago and still no response and they have had the car this time.

  Business response

  03/28/2023

  The deal is being unwound and we are taking the vehicle back. Please see attached documents of information for return of the ** Passat

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