ComplaintsforR.W. Motors, LLC

• Initial Complaint

  11/15/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On Monday, October 30, 2023 my truck was repossessed for nonpayment. I contacted the business requesting what needed to be paid to get my truck back and they told me I would receive everything in the mail pertaining to that and they would not tell me anything over the phone on Tuesday, October 31, 2023 my mother ******* **********, contacted the business and during a conference call the office manager said the call was being recorded and for me to state my name my birthday and then I gave her permission to discuss my accounts information with my mother. I gave permission. During that phone call, she stated a balance that needed to be paid and that every day my truck is in their storage lot an additional $120 will be added to the balance. On Wednesday, November 8, 2023. I emailed the business asking if they mailed the information I needed because I had yet to receive it. They replied that they did and they also added that I have 10 days from the date of repossession to pay the balance, or, I would completely lose my vehicle if it wasn’t paid within the 10 days. I responded to the email asking when the 10 days was up and that’s when she responded informing me that the deadline was today November 10, 2023. I found out 48 hours in advance that I only had two days to come up with the balance today November 10, 2023 I emailed the business again asking if they mailed the information to the correct address, I sent them my address to compare and they said yes it was sent to that address. They also stated that I know what it consisted of and I am aware of the deadline and that regardless if I receive the information in the mail or not that I was aware that I had 10 days , I responded saying that I was only informed of the 10 days on Wednesday, November 8, 2023 and they responded saying that they gave my mother of that information when I gave them permission on Monday, October 30, 2023 to discuss my account with her. I responded saying that during that phone call I still listened in as it was a conference call and nothing was ever mentioned of a deadline and that the call was recorded. They responded saying for me to “send them the recording then”. I responded saying that they stated that they were recording the call and that they were in possession of that recording. I also stated that nowhere in my contract, does it say that if my vehicle was repossessed that I had 10 days of the day of repossession to reclaim it. Also, I have made numerous attempts to meet them at the location of my vehicle to obtain some of my personal belongings, and they said that they would not and I could not receive my belongings unless the balance is paid in full, or I relinquished ownership on Tuesday, October 31 when the business discussed my account with my mother, the balance they stated was $2315 roughly that included the payoff balance, the tow fee, and the one day storage fee. On September 6, 2023 I received a text message from the business with my payoff balance and the balance was a little over $1600. I made all of my payments throughout the month of September. The only payments I did not make was during the month of October with that being said the $1600 payoff balance should have gone down to $1364. The tow fee and the one day storage fee did not add up to $1000 to explain why they said on October 31 that I would need to pay $2315 to receive my truck. Also on September 6, 2023 I sent them a text message asking for an explanation of the late fees that I had received since I financed this vehicle in my contract. It states that I have 15 days before they could add a late fee meeting if my payment is due on September 1 that a late fee could not be applied until September 15 and that the late fee was 10% or a minimum of five dollars of my payment, my payments were $85 a week. Meaning my late fee should have only been $8.50 however I was being charged $25. If I was even one day late I went through my bank statements and found that I was charged over $300 in late fees on just one credit card that I should not have been charged , on the other credit card I found that I had over $100 in late fees. I had also made numerous cash payments to this business and after asking many times for a copy of my receipts they have failed to provide those I have text messages and I have left voicemails, and I’ve also spoke to the office staff requesting all of my receipts for every transaction I’ve ever made through them, and they have failed to provide any of them .

  Business response

  11/27/2023

  We had communicated directly with the customer and they stated they were removing the complaint and redeeming the truck. However that has not happened. We will be emailing our response to their complaint on Wednesday Nov 29th. 

• Initial Complaint

  11/25/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I purchased a used car that was supposedly Maryland Inspected, but failed after 60 miles of driving it. It had not even been 7 days from purchasing it. All in town driving until I tried to go to thanksgiving dinner and broke down just outside of town. They won't accept responsibility for the vehicle that they sold. The salesperson laughed at me from inside the store after they barred me from calling or entering the premesis. I felt very intimidated as a small woman with two men telling me that it's not their problem because we already paid. Still waiting for my mechanic to tell me the damage, but it's going to be pretty bad. Coolant and oil everywhere with smoke coming out. I just don't understand how that could happen if they properly inspected it. I just need someone to mediate because they said they were going to call an "escort" if I didn't leave or tried to come back. They clearly didn't care about what I had to say. As-is does not mean not road capable and this thing was a ticking time bomb. All of this after they never answered me back after I left a voicemail for their garage, at the salesperson's recommendation when I spoke to him, when I told him that a secondary check engine light came on when the car was just off the lot.

  Business response

  11/30/2022

  Business Response /* (1000, 5, 2022/11/30) */ Ms. ****** purchased this 2010 Ford Explorer on Nov. 19, 2022. The vehicle was purchased As-Is, which she and her cosigner acknowledged by signing 2 separate documents stating the vehicle was As-Is. She also acknowledged the As-Is in a the message she sent us and again in the complaint she sent BBB. The problem she is experiencing was not present when the vehicle was inspected. It happened a week later as her own message states. No one laughed at her and she was only told to leave when her language became offensive. When we have this type of situation happening on our lot we do ask the customer to leave and if they refuse we call the Sheriff's Dept to handle the situation. They were not called as she did leave. I have uploaded the 2 documents she signed that clearly states As-Is. Business Response /* (4000, 15, 2022/12/09) */ She came to the dealership to purchase the car and the paperwork clearly has our name on it. She was advised of the terms of the sale verbally before purchasing and also signed documents acknowledging that. She also states she continued to drive the car after she stated the engine light came on and the issue happened a week after that. She was not bullied out of the building, she was asked to leave when she became offensive (which she also acknowledges she was) and she did so. No offensive language or behavior was directed at her nor did anyone laugh at her or the situation.

• Initial Complaint

  08/02/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  My wife and I purchased a vehicle from R&W motors on 6/23/22, we purchased a dodge Nitro silver in color we made a deposit at $1500 down and financed the difference through **************** making payments of $222 every two weeks when we purchased the vehicle there was a 30-day 5050% dealer warranty. The night we brought our vehicle home all lights on the dash came on and the car would not start, and the window passenger side front would not roll down. we immediately called the dealership the next morning and we're told that they would repair it at automatic in Fruitland MD, so we dropped off the vehicle.rw motors called us back later that day they stated that it has been was repaired and called us to come pick it up. We picked up the car and all the lights were off, and the car started. the next morning we woke up went to leave home turn vehicle on and the vehicle did not want to start for 15 minutes, once it started all the lights came back on the dash the window switch will still not working the window up down we call our motors again they had to return the vehicle to automatic and Fruitland and they would look again and call us after it was fixed. Auto medics in Fruitland called that the vehicle was fixed. When we picked up the vehicle all the lights on dash were off and they told us window switch had been ordered and they would call us with the date to drop the vehicle to get next window switch installed. We have been calling rw motors with noises from under the vehicle when it shifts. They had us drop off vehicle for window switch and to look at noise under the vehicle. We called rw motors next day and received news that our car was fixed, and keys were on the tire. When we left to come home the noise was still there and the window switch not installed. We text rw motors they said their tech guy less was hurt and would not be returning that week and would call us for new appointment. We have been calling trying to get our car fixed and now saying warent over

  Business response

  08/16/2022

  Business Response /* (1000, 5, 2022/08/05) */ Since they have reached out to the BBB, Could you ask them for their current mileage please? I would like to have this before I submit my response to their complaint.

*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. ↩