Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:10/18/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a *** X5 in 11/22. ***** **** did the financing and sold me a "top of the line" warranty that, in his words, would cover "everything minus wearables". I was hesitant because it was expensive and in the past I have been burned by a similar claim. He assured me that this was the best of the best and that I would have "trouble free driving to 100k". Fast forward to May '24. I needed to have warranty work done for a sensor. The estimate was over $3k. I was SO THANKFUL that I had that warranty to fall back on, until the dealership told me that the sensor wasn't covered.I reached out to Morries and spoke with **, a manager. He said that he would look into it and get back to me. I explained that I was at *** and needed to let them know if they could fix it or not. An hour later I hadn't heard back so I went to Morries to speak face to face. When I got there ** and ***** **** were in TJs office. The three of us talked and ***** admitted to telling me that everything minus wearable parts were covered and that he "didn't know" about a "short list" of things that weren't. They were going to escalate the issue up the Morries chain and get a resolution for me. At the time they thought they would be able to refund the warranty, but it would then be cancelled. **** are expensive to fix and then I would have zero peace of mind going forward. I reached out to Morries a few weeks later and they were still "waiting to hear back" from corporate and they would let me know. Since then I have left SEVERAL messages asking for resolution, none of which have been returned. I feel very taken advantage of. This all feels very predatory. I am a single mom who purchased this car alone. I was recently going to trade it in and just be done but I am apparently very upside down in the loan. I put money down on the vehicle and have been making extra payments on it so I am pretty sure that I paid way too much to begin with.

  

  Business Response

  Date: 10/29/2024

  Good Afternoon,

  I had time to review the issue and the policies.  ****** Service plan is an exclusionary coverage which means it is the best policy any purchaser can take.  The part that was found faulty at the *** dealership is listed under the exclusionary item of "Safety Restraint System" and the coverage was denied.  The team at Minnetonka **** and its corresponding representatives have escalated with the warranty company to reconsider and again was denied due to the exclusionary item.  **** is correct in *** are expensive to fix so cancelling the current coverage was only inviting more issues to arise but we did offer to cancel her coverage so she could get a pro rata refund.  

  I also reviewed the purchase price of the vehicle at time of sale and it was at or below market value at the time and the lender that approved it did as well.  Unfortunately, vehicles are a depreciating asset and the market has waned on vehicle values in all makes and models since her purchase.  We would like to help so if she would consider trading the vehicle to us for something different we would be happy to accommodate best we can.

   

   

• Initial Complaint

  Date:06/19/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed a custom order for a new truck on 12/23/21. This order included 7 options (including an engine block heater) added to a base **** F150. The copy of the Order Summary that Morries Minnetonka **** gave me lists all of these options, the base vehicle, their respective costs, and a total cost of $X. I took delivery of the vehicle May 20th, 2022. The Retail Purchase Agreement that was completed that day includes a Cash Price of Vehicle, $X, which is the SAME value indicated on the Order Summary.While doing some maintenance on the truck this April (2024), I realized that the cord for the engine block heater was not present. I reviewed the window sticker for the truck and noticed that the engine block heater was not listed in the optional equipment section.So, I stopped by the dealership a few days later and spoke with a salesman about the situation. He couldn't do anything about this issue and provided me with the business card of the sales manager who called me back that evening. Initially, he incorrectly assumed that I would be willing to pay to have the option installed. Then, in a text message he indicated that I didn't pay for the option because it wasn't on the window sticker. Then, in a different text message he indicated that since I paid less than the **** on the window sticker that I didnt pay for the option.In the last text message I received on 4/10/24, he indicated that he needed to review their files and he would contact me by 4/12/24 at noon. He never called back. After a week passed with no response, I called and left him a voice mail asking what he had found, but he never returned that call either.If the cost on the Order Summary (which lists the missing option) is the same cost used on the Purchase Agreement, how is it possible that I didnt pay for this option??? The multiple varying excuses from the sales manager, lead me to believe that they are just that, excuses and that I did pay for, but never received the option.

  

  Business Response

  Date: 06/20/2024

  To Whom it May ****************** vehicle was ordered with a Engine Block heater and **** left it off the build because it did not have the parts available to complete his build.  It is not on the invoice or window sticker so he did not pay for the accessory.  This was explained from the notes in the *** in May of 2021 when he took delivery.  The **** of the vehicle did go up from the time he built the **150 to the time he took delivery and paid $3560 less of **** when he took delivery in May 2021.

  Customer Answer

  Date: 06/24/2024

   I am rejecting this response because:
  

  The vehicle was delivered in May of 2022, not 2021 as you mentioned.
  
  What is CRM?  Can you provide a copy of these notes?  Did I sign them?

  If **** didn't have the parts to install the engine block heater option when the vehicle was built, did Morries provide me some type of refund?
  
  How does paying less than the **** have anything to do with not paying for an option?  With all of the incentives, rebates, and pricing plans I doubt that anyone pays the full **** price for a vehicle.  In my case, employee pricing is why I did not pay the full **** price for the vehicle.  Does that mean I didn't pay for the other options I did order and did receive - just because I paid less than the ****?

  There are a bunch of available options that are not listed on the window sticker because I didn't order them and obviously, I did not pay for them.
  

  However, the engine block heater is listed in the Order Summary that lists all of the options I did order, a cost for each, and a total vehicle price of $X (base vehicle + options).  This same price $X was used in the purchase agreement as the Cash Price of Vehicle.  If these two values are the same, how did I not pay for anything listed on the Order Summary?
  

  
  

  

  Business Response

  Date: 06/27/2024

  You are right ************* it was *** of 2022 (my typo) but still 2 years prior. I have reviewed the deal and the engine block heater is not listed on the invoice nor the final build sheet.  It may have been ordered but was not equipped at time of purchase.  Most people were paying MSRP for these units at the time due to the limited availability so you did get a very good deal on this vehicle. You cant pay for something that is not equipped on the vehicle that is built from the manufacterer.  In sign of good faith,  I will send you a check for $90.  the cost of the item on your original order.

  Customer Answer

  Date: 06/28/2024

   I am rejecting this response because:
  
  So, there are no CRM notes that you can provide?

  Where did the value on the Cash Price of Vehicle line in my Purchase Agreement come from?

• Initial Complaint

  Date:04/20/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased my 2018 **** Escape from Morries Minnetonka **** in August of 2018 I have been very faithful to this dealer in taking care of my SUV. Besides the last 3 oil changes and some strut & shock work I've done everything there.Last week my engine failed because the motor is defective. I brought the vehicle to their dealership. Thinking I had a lifetime powertrain warranty.I come to find out I am Getting denied my claim because I did not change the cabin or engine filter. Each time I went in for service there. They said my filters were clean and that they did not need changing. Even though it was on the factory recommended service they said don't even bother with it.I'm writing this because this is not right. If I would have known This would have voided my powertrain warranty I would have changed them in a heartbeat. They have all the paperwork in house on my history.There is absolutely no way the cabin or engine filter would cause my engine to fail.I feel disrespected by this dealership. And mislead about their products. I would Them to make this right and get a new engine for my Escape. I took very good care of this vehicle and theirs no way it should have failed at only ****** miles

  

  Business Response

  Date: 04/21/2023

  This is an extremely unfortunate situation. I know our service manager has reached out already to ******************** in an effort to explain this further. 

  Our responsibility is to report the condition of the vehicle at inspection. It is up to the customer to make a decision to approve /deny any work.

  The service contract that ******************** purchased has maintenance obligations that are clearly articulated on the first page. It is solely the decision of ******************** to adhere to those obligations.

  I and the store are more than happy to discuss this further but it is a 3rd party warranty company that makes the decision to approve/deny any claims. 

  Please feel free to contact me. 

  Thank you,

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

  Customer Answer

  Date: 04/21/2023

   I am rejecting this response because:
  I still haven't been contacted by the business. They state that their service manager has called me but he has not yet..

  This is terrible management and they should help their customers better. If they are going to sell a product, They need to explain at service intervals that we have to do this. Not give the option of not doing it at all because it's clean

   

   I am going to line up with the business to get my vehicle back, And i'm never coming back here again

  
  

• Initial Complaint

  Date:10/10/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  2016 **** Explorer was purchased in 2018 along with 100k mile extended warranty. We were told that mileage was on top of the miles already on the car from the previous owner. We were told this by the finance manager and the salesman ****. Now I have 107k miles and need a wheel bearing and cracked transfer case repaired and **** will not cover because they do not have the paperwork from the dealer. The service lady ******** has already confirmed she sees this detail on her end that aligns with what I stated but they have not corrected with ****. I have called for 3 weeks and not received one call back. I want this corrected with **** and the car repairs done.

  

  Business Response

  Date: 10/10/2022

  I've been searching for *************************** in our system and nothing is coming up. Is there another name that the vehicle was purchased under? Please let me know, I'm more than happy to look into this for you. 

  Customer Answer

  Date: 10/13/2022

   I am rejecting this response because: It is under ***** and ***************************. We have been speaking with **** and they have confirmed the contract start mileage of 35k and that the extended warranty is valid through 135k. They have confirmed this is writing as ******** email. 
  
  
  

  

  Business Response

  Date: 10/14/2022

  At this point, several Team members have had contact with Mr. and *********************. We have researched every aspect of this transaction and found that the extended service contract purchased in 2018 had a mileage restriction of ******* miles. *** vehicle currently is past that point and has no coverage left. We have spoken with the warranty company who states the same. We have offered to trade the customers into another vehicle and we are willing to offer an ****** fair number as trade value. This offer was rejected. i am more than happy to re-visit trading the ********** to another vehicle. 

  Thank you

  Customer Answer

  Date: 10/18/2022

   I am rejecting this response because:
  We have received no offer from **** as a trade nor would I likely accept due to the verbal insults received by Morries **** dealership. We have also been in contact with **** customer service as well as the warranty company where we have confirmed the exact opposite. In fact one of the Fire employees sent us an email with this information and was immediately silenced as soon as someone found out what she did. It sounds like there will be no resolution to this outside of legal action, is that accurate?
  
  

  

  Business Response

  Date: 10/18/2022

  We have verified with both **** and the warranty company that the service contract had an end date of ******* miles. We had offered to trade you out of the vehicle in question but the offer was declined by ********************. I have in no way insulted anyone and have only looked to assist to my best ability. Thank you once again. Any further communication should be directed to *********************************. I sent his contact information in an email yesterday.