ComplaintsforMotorMax of Holland

• Initial Complaint

  06/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bought a car from motormax of Holland. In the contact of buying the car they are supposed to fix fuel injector miss -fire replace spark plugs and fix the window. I bought the car almost 8 weeks ago and they have had the car for more than 4 total weeks and gave it back to me today and not one of the problems is fixed. I dont know what else to do.

  

  Business response

  06/17/2024

  Customer is making arrangements to drop of vehicle to be repaired.  Thanks MotorMax mgmt

• Initial Complaint

  05/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Im reporting them because i was pressured they used tactics like i have another buyer that wants it i bought and they overcharged me in beginning then they told me engine was replaced drove off lot drive belt broke had to replace was by autozone new engine was covired in oil my cars steering wheel airbag wasnt broke they said they would fix said they would get me a new key fon didnt do that my visors werent broke but when took home they were engine makes allt of noise had spent 5 000 dollars and i just got under 12 months ago i lost out on ***** dollars i got a crappy car now with all these issues and its a 2019 volkswagon jetta i wish i was able to get out of this it should be illegal to do this to people im poor barely have money as it is i fealt like i was pressured with someone else buying i needed a car and they said car ran great looked at carfax no issues. But it was in a car accident after i looked vin in ****** whole front was smashed something should be done about motor *** of holland mi my sylenoid in my gear shifter is malfunctioning also and thag was replaced before now happening again thats 2000 bucks i dont have payment are 400 a month. Was told tires would be new and breaks were new nope tires were all from diffent years 2016 2015 2018 and a 2019 tire got new tires breas just that was well past 2000 needed new stabalizer bar and ball joints also

  

  Business response

  05/21/2024

  ************************* has a factory warranty for 6yrs or ***** miles on the car.  He also has an extended warranty until 9/6/27 or ****** miles.   ****** is frustrated with two different garages that haven't been able to diagnose a noise in the front of the vehicle.  Motormax wasn't aware of any service issue.  We have since called ****** and told him to bring in the vehicle so we can get a proper diagnosis.  Thx MotorMax Mgmt 

  Customer response

  06/19/2024

   
  Complaint: 21693865
  
  I am rejecting this response because: 
  I have pictures and i have asked them to fix this the manager drove my car and he heard the issue yet no mechanic of theres helped still clunks all i get is treated crappy with attitude and wonder why im ****** off im out ***** dollars and spent 4000 on repairs. They need sued i offered to fix it or trade for a car thats not broke but after today and the unwillingness to help or fix issue likw manager said they would yet all employees even manager in service area is deaf or just a** i dont see hiw yall can sell this c*** not even a year later i was told no issues new all and yet if was then how am i hearing a clunk since i got wasnt as bad as now but its not being fixed why are u able to sell cars i wanna talk to the news station on this i wanna make this public so noone else gets screwed im poor i dont make alot and high interest i went to trade in the offer was 10k and sale person said yea u have a loud clunk in front end but here we are with clunk still nothing was done
  
  Sincerely,
  
  ***********************

  

  Business response

  07/02/2024

  MotorMax repaired the vehicle.  Thx MotorMax mgmt.

• Initial Complaint

  02/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased my Audi Q5 on Oct. 21, 2023 from MotorMax in Holland and spent $3,500 for an extended warranty. At the time of purchase, I was informed this extended warranty would cover everything. Less than three weeks later and less than 500 miles driven, my low oil light came on and a manager at Valvoline said I had an oil leak. I called MotorMax right away, I brought the vehicle to two other places, an Audi Dealership and an independent shop, both indicated this was a preexisting issue that was there when I bought the vehicle. When the shop called the warranty company, it was deemed that my warranty, the only one MotorMax offered me at the time of purchase, didnt cover the oil leak (gaskets). Apparently there was an intermediate level warranty that wouldve recovered the repair, however, I was NEVER offered that warranty. And when I asked why, ******* said they dont typically suggest that one because its more expensive. I wouldve paid the extra to have complete peace of mind. They obviously will say anything to get a sale. I contacted the manager, and he was extremely rude. He stated there was nothing they could do but did say he would help with the repair. I asked for an inspection report and he wouldnt provide me one. The Audi dealership gave an estimate of $2,700 for the necessary repairs. I provided this estimate to MotorMax and it took them a week to respond. They stated they would give me $500 to apply towards the repair. They have shown no accountability for the situation. Ive had to continue getting oil put in each week for the past months since the purchase. I asked them to help me further, including having their mechanics fix it, and now Ive been completely ignored for the past month. I understand there are no guarantees when purchasing a used vehicle, however, this transaction has been handled extremely poorly. Its cost me several hundred dollars in oil and time missed from work. This has been extremely frustrating.

  

  Business response

  03/06/2024

  Hello.   MotorMax reached out to the warranty company and got approved for a one-time $500 credit on a miscellaneous repair.  That would make a total of $1000. ($500 from the dealer and $500 from the warranty company).   If the customer is satisfied with this, we can proceed with authorization.  If not, we must adhere to the warranty obtained at the time of sale.  This will not allow any credit toward the repair. Used car warranties are very specific in their signed contracts on what is covered.  MotorMax or the warranty company can't imply anything beyond that.  All paperwork shows that any repairs after the sale must be made on a claim through their warranty company.  MotorMax strives for customer satisfaction at all times.  Thanks, MotorMax Mgmt.

  Customer response

  03/15/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  02/06/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a vehicle from them on July 30th 2022, in August of 2023 my daughter was in an incident that caused a total loss of the vehicle. I canceled the mechanical warranty and a prorated check was sent to Motor *** of Holland ******** and was cashed by them on December 19th 2023 and was supposed to be transferred to the bank that financed the vehicle to cover the remaining balance, I have since then paid the balance and am still waiting for them to forward the check to the finance company, today is February 6th **** and after calling them about once every other week until today, they have yet to forward the check. I have been talking to **** and he keeps telling me that they are going to send the money to the bank and still have not. I believe that this dealership is trying to keep my money. He will not give me the phone number to the person that handles the checks coming in and going out. Why is it taking almost 2 months to forward the money after they cashed the check that is money that belongs to me?

  

  Business response

  02/08/2024

  ****************** with **** yesterday at approximately 9am.  The refund check was processed and sent out on 1/22/2024 and cashed at Ally Bank.  We also verified this with Ally.  **** was sent a copy of the cleared check at his lienholder (Ally).  **** is currently investigating this.   Thx MotorMax

  Customer response

  02/12/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************

• Initial Complaint

  12/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  This in regards to a referral bonus. I believe it's supposed to be $250.00. I bought a car from here last January. My son in law just bought a car there in October. At that time he provided my name for a referral bonus. I contacted them and was told that they write down a referral when it's mentioned. ******* (******) sold him the car, and he is no longer employed there. The manager was very rude to me. If I could id trade my car in to a place that actually cares for my business. He also stated that was Oct and it's now December. I work on Mackinac Island from april-October. My dad is on his death bed so I went to my mom's after leaving the island. I want that money they owe me, it's not my fault ****** dropped the ball. My daughter said she had also mentioned my name when he bought his car. I will no longer buy from them or refer anyone else to them!

  

  Business response

  12/19/2023

  MotorMax was able to get in touch with ***** and validate the name of the referral.  The referral was paid.  ********************** is interested trading in her vehicle next fall.  Thanks for the business *****************************, we appreciate it.

  Customer response

  12/20/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  10/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They did not disclose any of the issues upon selling the vehicle to my 17 year old son, they put him in an unsafe vehicle with a two hour drive home and they still haven't provided the inspection records that I have requested, they won't return my phone calls. The owner himself hasn't returned my phone calls. I left a review and realized they are doing this to all of their clients. This business needs investigated they are intentionally and illegally deceiving customers. I do not know who to report them to except the BBB. Please report this business so they can be legally investigated.

  

  Business response

  10/17/2023

  The vehicle purchased was a 2006 Dodge Ram **** 4x4 lifted turbo diesel.  The day after the purchase ********************************* made claims there was an oil leak and a driveshaft problem with the truck.  She was going to get it looked at near her residence because they were 2 hours away.  We said ok , let us know. Three days later this complaint was made.  Without any verification or service diagnosis MotorMax immediately agreed to a 100% refund on the truck.  The truck showed up at the dealership on 10/16.  A service technician immediately looked at the vehicle and noticed no sign of an oil leak nor a driveshaft problem.  What he did notice was someone had jammed the column shifter into low gear.  *** service technician would notice this instantly.  When ********************************* was asked who verified the oil leak and driveshaft she said "I don't know ask my son" and left.  The truck is in great condition .  The truck is in the same great condition it was when sold.  As we anticipated, this is a bogus service complaint.   ********************************* also made a negative ****** review.  ********************************* has made 29 different business ****** reviews.  The majority are negative.  Many businesses have responded and disputed her fraudulent claims.  Businesses beware.  MotorMax always strives for customer satisfaction and stands by their vehicles.  Thanks MotorMax    

  Customer response

  10/17/2023

   
  Complaint: 20732472
  
  I am rejecting this response because: 

  This business did rescind their offer, but they did not agree before this complaint was made to help in anyway and did not provide any service records or inspection records like we had requested, that is why we initiated the complaint. The day we returned the truck they made ****** it back to them over two hours away, even though I had asked that they come get it, because my aunt was in the hospital with a brain aneurysm. ***** was the manger I dealt with who rescinded the offer but not until after this complaint was filed. They cost us the repair for the drive shaft and both tow bills over $1000.00 in total and would not reimburse us any of these costs. This place is not respectable. I stand by my original assessment. I accept the refund but I will not tolerate them lying about the situation. 
  
  Sincerely,
  
  *********************************

• Initial Complaint

  01/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a 2015 Yukon Denali on November 14, 2022. I asked for a leaking tire to be repaired and for the rear defrosters to be reconnected, as well as for a second key fob (each of these was put on the "We Owe" portion of the sale). On the drive home, the check engine light came on, I let the salesman know and was told to "let him know if it stayed on". I had a diagnostic run and it came back as a bad catalytic converter. Again, let the salesman know and his response was "the warranty will cover it" however, the warranty does not cover emissions which I told him. I brought the vehicle back in the following Monday, November 21, and spent my entire day waiting for repairs (leaking tire, rear defroster, key fob, and check engine light code) to be completed. The leaking tire was fixed and the rear defrosters were repaired, however, the catalytic converter code was cleared and the salesman's response was to "buy a code reader and clear it whenever it comes on." He also sent me a link to a key fob that I could buy and program myself, and I reminded him that it was on the "we owe" portion of the deal so he said they would take care of it. After constant texts and phone calls, I finally received the key fob on January 11 (almost 2 months after purchasing the vehicle) and the vehicle has been at a certified GMC dealership for 4 weeks getting a new transmission through the warranty. Both the warranty adjuster and the associate at the dealership said that the catalytic converter repair should be taken care of by the dealership due to the code coming on after driving off the lot. The dealership is not willing to cover any of the cost of the catalytic converter repair but did offer for me to pay for it at their cost ($1,100). I asked if they would cover any of this cost and they responded they would not. I want them to pay for the cost of the repairs since it occurred before arriving home on the day of purchase and I have been without a vehicle for over a month.

  

  Business response

  01/23/2023

  Mr.  ******* and MotorMax came to an agreement on the repairs.  Both parties are satisfied.  Vehicle is repaired.  Thx MotorMax mgmt.

  Customer response

  01/24/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************

  Customer response

  02/13/2023

   
  Complaint: 18677819
  
  I am rejecting this response because: I had previously filed a complaint after purchasing a vehicle and having the check engine light come on during my drive home. Eventually the complaint was resolved with the dealership and I splitting the cost of an aftermarket catalytic converter, despite me requesting an OEM part installed by a GMC dealership. This ended up costing $570 to install. Within a week, the check engine light returned and the code stated that the sensors were bad. I brought the vehicle to a local mechanic who had to change out 3 of the 4 sensors because they had not been replaced with the installation of the catalytic converter. This cost me $521.70 out of pocket after the cost of the new converter. After replacing those sensors, the light came back on and the mechanic ran a diagnostic and told me that the engine is running clean, all 4 sensors are doing what they're supposed to, so the catalytic converter isn't burning as hot as it should be and it is likely due to it being an aftermarket part. I contacted Motormax to get a resolution and haven't heard back. Having a check engine light on after all of this is not acceptable and an OEM catalytic converter needs to be installed for this issue to be resolved.
  
  Sincerely,
  
  *********************

  

  Business response

  02/21/2023

  Hello.  OEM catalytic converter has been installed per the request of ********************* mechanic.  Both parties are satisfied.  Thanks MotorMax ...

  Customer response

  02/24/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************

• Initial Complaint

  11/30/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Hello!I Purchased a vehicle early March 2022 from MotorMax in Holland ********. I refinanced around one month later, I purchased *** coverage with the new financing. My lender advised me to contact the dealership and cancel the *** coverage.I called to cancel and I was advised to come down to the dealership and sign a form to cancel. It was is not very convenient for me to go to this dealership, my next available time to get there was August 30th 2022. I went to the dealership with my Husband and I asked to cancel, immediately I felt as though I was being pushed out the door, they tried to tell me it wasn't cancellable. I pointed out on my paperwork the bold print where it says you may cancel at anytime. The associate who I believe to be named ****, said he was going to file the form and get a hold of me. I gave it about 30 days, contacted him, he said still waiting and that he would get back to me. I gave it about 60 days total and he said he would check into it. I check about a week later he said it was in and I could pick it up that Monday. I went in the following Tuesday to pick up my check, and **** was not there but another associate was so he helped me, after about 2 hours of waiting they said it was a mistake, it was someone else's that had been returned. They filled my tank up for the inconvenience, and then **** told me it was sent, on November 2nd, 2022. I checked in on November 17th, 2022, no response. November 23rd...again nothing. I called on November 25th, no response, I sent a text November 26th still nothing back.

  

  Business response

  12/01/2022

  GAP refund check being issued today.  ***** will is picking up the check.  Motormax takes full responsibility for the error.  We apologize for any inconvenience to ****************************  Sincerely MotorMax mgmt.

  Customer response

  12/01/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  01/24/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Purchased a **** **** ** in Oct 2021 for $29,000. Check engine light came on during test drive and front wheel had a slight shake. The dealer said he would have a diagnostic done and shake checked at time of purchase. Also told not to worry about it and it would get fixed. Diagnostic was done by **** * * **** in Nov and needed 4 new tires and a high pressure fuel pump replaced. Dealer assured me the warranty I also purchased would cover the fuel pump and he would cover half for the tires. I was happy with that at the time because I just wanted to enjoy my new car. Well 2 months later (waiting for the shop to see if warrentee covered and multiple times contacting both the dealer and the shop) found out the warrante did not cover the pump and now the dealership will only pay half for the $2000 repairs. I was then told to take it to **** **** (a different repair shop) and they would pay for another diagnostic and wanted to see if this shop could get the warranty to cover it. Well new codes popped up and the low pressure pump and lines are now faulty. I was then told by **** **** the Dealer I was working with no longer worked for Motormax and they needed their payment before i could pick my car up. I was forced to pay half of that repair in order to even get my car out the shop after being there a week and the check engine light came right back on the next day. Took it back to the shop to find out the high pressure fuel pump is now showing back up faulty and now Motormax says the shop must of fixed the wrong thing and it's my problem now. I have spent over $1500 out my pocket for issues that were there before I made the purchase. I feel this is not right and Motormax should of paid for the full cost of the tires and all issues related to the check engine light being on.

  

  Business response

  01/31/2022

  Attached is a document Ms. **** signed after the service work she had performed. We have never had any affiliation with **** **** Auto Service. Ms **** refuses to hold **** **** responsible for the repair. She feels it is Motormax's fault that they misdiagnosed her car. Since MotorMax strives for customer satisfaction at all times, we don't mind helping her out on the high pressure fuel pump malfunction which was documented by the first garage. MotorMax can't be responsible for a service garage misdiagnosis. MotorMax has never agreed to replace Ms. ***** tires. Thanks MotorMax mgmt

  Customer response

  02/01/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  How is Mottormax willing to help out with the high pressure fuel pump? If they will pay in full I will accept. If they will not then I will pursue this in court for the current issue and a refund of what I have already spent that i shouldnt have dueled to the fact the issues where there before i signed any papers.

  

  Business response

  02/02/2022

  As Motormax stated in our first response. Ms **** doesn't want to hold the service garage responsible for the misdiagnosed repair. It is very obvious they fixed the wrong fuel pump. Motormax pd $1034.13 toward that bill. Ms **** should be unhappy with **** ***** They are the ones who did the service. MotorMax has absolutly no affiliation with ********* We are sorry Ms **** is unhappy, but until she disputes the bill we paid at ******** we will be unable to help with any service in the future. Thanks MotorMax Mgmt

*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. ↩